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DSL Extreme


To all DSL Extreme users: how do you like the service? Pros? Cons?


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Buyer Beware

In reply to: DSL Extreme

If you want to save money then this is the Company but you pay in the long run, they have a high level of service outages, thier advertised speed is anywhere from 1/3 to 1/2 of the actual real speed, they blamed my wiring I had my home rewired then they blamed my phone company. Thier customer support is very nice and polite but they wont help you for anything.

Basicall you get what you pay for, at the end of my contract(s) yes I have several I intend to switch, dont know with who yet but definately will not renew, its been a very agravating year.

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I shall BEWARE!

In reply to: Buyer Beware

I am now having the same BAD experience with DSLX and am locked into a 1 year contract with a $250 early cancellation fee (FINE). Like you, I will not be returning to them after I get free - THEY STINK!

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the worst tech support and customer service

In reply to: DSL Extreme

(At relative's house with internet). I've used DSLExtreme many times and have never had so many problems until now. Before, I would always compliment this company for it's helpful and quick service, but now I'm one of those guests that have absolutely sided with the negative end. Ok, moved on March 18th, put an order request in to notify address change 2 weeks ahead already. Online appointment to have internet up at new home on March 20th. Internet not up. Called an apparently At&t had to come fix the phone line. Ok, got that settled in one day and we still use the same phone number. March 21st, phone lines working perfectly, No Internet. Called, DSLExtreme said it takes 7 to 10 days after At&T gets a working phone line to get internet back up. March 31, no internet. Called DSLExtreme up, they said they can't connect and need to put in a new line. That makes no sense, it's still the same phone number and service was available to the new area according to the service tracker online. It was quote on quote GUARANTEED that everything would be resolved and I'd have internet back up running again exactly on April 4. No Internet. April 5, called and tech support doesn't know what's going on and that Tier 2 will call me back in 24 hours. April 6th no call back so I called and complained to supervisor. Supervisor April said she'll find up what's going on and at least give me a follow up in 24 hours. April 8, no call back. I Called and complained to Manager Kathryn, who said she'll personally handle it and call me back. April 9, no call back. I Called at 2pm of which tech support said Tier 2 has too many calls and will call me back that day. 8pm no call back, I called tech support and they said Tier 2 will call me back in an hour. Oh yeah, did I not mention each time I call I literally had to wait more than 5 to 10 minutes on hold. ***, I have not had internet for over 3 weeks and DSLExtreme doesn't even have the courtesy to call or email me and make a follow-up on why they can't resolve the "no sync" problem. On top of that, they refuse to wave my april bill and will charge me a late fee if I don't pay. So there you have it, I'm paying for service of which I'm NOT provided. I can't use a new internet service provider, because if I terminate my service with DSLExtreme they'll charge me a $250 early termination fee.

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Just sharing.

In reply to: the worst tech support and customer service

I too moved from place to place and the new place did not have a good line in spite of checking ahead of the move.

ATT waived all early termination fees for all the trouble. Maybe because I was never irate or threatening.

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PS. Sorry, a little more.

In reply to: Just sharing.

The line was so bad. That no phone could be installed that day. Since it was going to be weeks, I canceled (without early term fees) and went with cable. Even that was a little problem but at least the phone and internet works. No cable TV from a cable TV company? What a bizarre state of affairs.

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Speed is BAD!

In reply to: DSL Extreme

At first the line speed was terrific but slowly (or quickly) DROPPED. I suspected the browsers and my own (stressed) computer but it turns out that DSL Extreme is the most likely problem (I'm not a tech so cannot check it all out). My phone co. says my lines are GOOD but DSLX tells me my AT&T lines are the problem! Not sure what to do but I am locked into a $250 cancellation fee if I quite in less than a year! I'd stay away from any company that insists on a STIFF cancellation fee - it just shows they don't believe in their own services.
I'd like to leave both DSLX and AT&T if I could!

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DSL Extreme has very bad customer service

In reply to: DSL Extreme

Angry Their contract states "if there is any issue with the service, the customer must allow us to troubleshoot until the issue is resolved. It also states that any cancellations of service must be submitted in writing with a 30-days notice. What this basically means is you pay them for service that you do not receive. This company has zero integrity. Stay far far away!!!
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In reply to: DSL Extreme

I've been a DSLExtreme Customer since 08/09/12 in both Florida and Michigan. I upgraded to DSLExtremes' trueStream on 03/02/15. Installation was done by AT&T. No technical problems.

DSLExtreme Billing notified me that I was going to be charged $99.90 if I did not return the old modem as it was their leased equipment. Their old modem is a D-link ASDL single port promotional give away as an incentive to sign up for DSLExtreme services. I have the DSLExtreme email receipt documenting that fact. [$30.00 MODEM REBATE].

From 08/09/12 to 03/01/15 no mention, no documentation nor invoice for leased equipment!

The DSLExtreme D-link modem died sometime in 2013. I used an old AT&T Motorola modem as a replacement from Wal-Mart for $49.88. [Yes, I over paid. I was in a hurry]

DSLExtreme Billing charged me twice for March 2015. Once for their DSL High Speed Internet and once for trueStream.

DSLExtreme Billing says my old DSL High Speed Internet is still active. I had canceled my AT&T landline 2 hours after the trueStream installation. The only reason for the upgrade to trueStream was to ditch my AT&T land line. DSLExtreme handled the Upgrade from beginning to end. AT&T was the installation subcontractor only!

In summary, DSLExtreme Billing fabricates fictitious billing notifications for nonexistent leased equipment. Double charges and refused to fix their billing errors. DSLExtreme Billing is either inept or criminal. Either is unacceptable!

I attempted to cancel automatic payment method charged to my VISA. Not allowed by DSLExtremes' Terms of Service. I have to cancel my VISA and have it reissued by my bank.

"Erwin aka "appears to be a developing sociopath and Candace aka is just plain incompetent or following company policy. Neither of them is capable of calculating a pro rated billing period.

I have no problems with DSLExtreme service or support. It's a shame the Billing department screws up customer goodwill. I've had issues in the past when moving and upgrading. Support was great but Billing always screwed it up. Nickel and Dime crap but wrong, none the less. People who work in billing should be able to use a calculator, scratch pad or use their brains. Billing is not rocket science or quantum physics.

If DSLEXTREMES' management reads this post, I want an apology and Erwin thoroughly chastised! [My first choice is to have Erwin drawn and quartered.] He really made me very angry! I'm the paying Customer and you're screwing with me? We all know what "bm" means, right?



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Still at their old game in 2015

In reply to: DSL Extreme

DSL Extreme is still selling their modems with a sales rep that even states "Its free".
You get and itemized list showing modem, tax, rebate, shipping for $14 and change.
On statements they print free modems as a foot note. On no agreement, statement or summary is the mention of lease or rent.
Then at the end of the contract they send you a $109.14 bill for an unreturned modem.
When you talk to them they say "Well you have to buy it first" and go on to explain you have to send them $30 before you can claim the "Hardware Rebate for (Date)".
And in the agreement it states you have to pay online even though there is a printable pay by mail voucher. Yet when you try to enter anything other that the displayed amount online... nada... You can only pay what is listed.
I've got a whole list of all their little fine print scam loopholes they practice. Other people have claimed it, I found the phrases they use to justify it.
There is even a line in their "terms of agreement" stating it supersedes all other agreements past or future and they reserve the right to change anything in the agreement. WHAT?
So if this is a violation of State of California Law does that mean that every DSL Extreme contract is invalid? So what if they figure they want to add a $15,000 out of local browsing area charge?
Maybe I will post it some day.

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In reply to: DSL Extreme

This company sucks! I have been a subscriber to DSL Xtrm's high speed internet for nearly two decades. I had few occasions to call them but when ever I did call for service I got excellent response. When they said they would do something, they did. I learned to trust them. 

I called their billing department on Feb 2 this year, and told them I wanted to cancel my service, I was going to go with a package from AT&T. The man I talked to, Justin, said he'd take care of it. Later that month I saw I had been billed for February. I was on my way out of the country and thought it was an error and I would check on it when I returned. I returned in mid March to find that I had also been billed for March. When I called just now and talked to their billing department, Jessica, if that's her real name, I was told they had no record of my call, and they had no one in the billing department named Justin that I had talked to on Feb 2. She further explained that I would have to sign a paper and return it to them in order to stop the service. No refund and no return of my money after almost 20 years of service with them. No "I'm sorry" No nothing. So I'm just out almost $50. The only thing I can do at this point is go to my bank and stop the automatic payment to these jerks. I trusted that the guy I talked to would cancel the service. How hard can that be???

When I told the woman I was talking to today that I wanted the service cancelled immediately, she said it will take up to 30 days to cancel the service. What a bunch of crap. I know that if I didn't pay them they'd cancel the service in a New York minute. They just want that 30 days so they can charge me for another month.

I asked to talk with a supervisor but no one was available. BEWARE OF THIS COMPANY!

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