Stay away from DSL Extreme
Do not go with DSL Extreme unless you want promises that cannot be delivered. My speed was bad and they told me in my area they had an "upgrade" that would make me happy. They could not deliver and have sent me to collections because of early disconnect.
I was with them for more than 2 years before my "upgrade", and now they want money for poor service. ZERO stars
Posted on 4/5/2013
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Warning! DSL Extreme blows
DSL EXTREME = A big stanky HEAP of SH1T
DON'T MAKE the same MISTAKE I made...get cable internet...5x faster.
I wanted faster internet so I upgraded to their faster bandwidth...was not fast.
DSL Extreme now claims to own my a$$ by claiming to contractually obligate me to a full year even if you nolonger have a phone. How the hell do you use their service without a phone line?!
They want me to pay for the rest of the year now...?
Eff off DSL EXRREME! Kiss my a$$!
I demanded that a manager get on the phone and they refused...said one will call me back in 2 days...? Pusssies!
They want me to pay $250 sheckles as penalty?! Faaaaack nooo! They must be drunk.
Posted on 8/3/2012
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Billing
Upon cancellation of service, at the end of the contract, they claim they have the right to collect another 30 Days of fees.
Since the service ended and the affiliated land land was disconnected and the service was not used...the fee is simply a rip-off.
If I ever consider another DSL provider, It will not be from this usurious organization.
Posted on 4/10/2012
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The worst
I have never had a worst customer service experience in my life. They never refunded me the money for service I was never was able to get in my area even though the technician stated in his report that the distance for my house was too far to get service. They also wanted me to pay $250 termination fee. All their call center employees talked in circles. . They didn't keep their word about being able to test it and not be charged. They never called back. Go figure. They dont even deserve a one star.
Posted on 1/12/2012
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I would like to add to the many dissatisfied customer remarks by saying that this company is set up, I believe, to fail. They are continuing to stay in business by collecting early termination fees. They exist only to collect people like a spider's web, only to catch the trusting consumer so they may devour their bank accounts. They are a complete and total SCAM!! They should not be allowed to continue this way and should be shut down immediately. I wish I had visited this web site before signing on, and hope others will be for-armed and for-warned by my review.
Posted on 9/29/2011
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This service is DISMAL and getting more Dismal.
Ever since they shipped their Customer Service, Billing, and Tech support overseas this company has gone down the toilet.
I have started 4 different companies with DSL Extreme (because AT&T was SO bad). I can see now that I am going to have to move them back to AT&T as soon as their contract is up.
Posted on 9/26/2011
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I have been trying for more than a month to get the Internet working again reliably. It's on then off and speed is very slow. They can't seem to fix it. Even the level 2 techs. And I have spent hours on the phone on hold waiting for someone to give me customer service. I have to talk to a level 1 first then they tell me the level 2 will call back within 2 hours. I got the call the next day (14 hours late). The last time I called I waited 48 minutes for service and gave up. I have been with this company for three or four years with mixed success. Now I'm going to sonic.net.
Posted on 9/1/2011
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I subscribed to Internet provider DSL Extreme on July 29, 2011, under a one year contract with the understanding that a $250.00 early termination fee would be waived if they could not provide the contracted service. As of this date October 30, 2011, I have two open service tickets with DSL Extreme as they have failed to provide service. My attempts to work with DSL Extreme have all failed. I’ve been advised by numerous individual that they are prohibited from providing sir-names so I can provide little detail, but I have spoken to no less than six to ten individuals from tech support to billing/customer service over the course of a month. I have spent countless hours on the phone with representatives, replaced modems, and worked with my landline provider without satisfaction. Each encounter is met with another excuse, i.e., "we'll send another replacement modem", etc. For several weeks now I have been assured from one group or another that they would recommend waiver of the termination fee, and all other charges due to technical issues that they could not identify, only to find my repeated request denied. At this point, I am asking only to terminate this account without incurring any fees and they continue to employ their time wasting run-around technique. A rating of a single star is far more than deserved.
Posted on 8/30/2011
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I wish I had checked this company out before switching internet providers. I received the modem in the evening and it would not work. We called tech support and they could not help. Someone will need to call the next day. I decided I wanted to cancel and when I called customer service, I was told that there is a $250 cancel fee plus I have to pay for the service for 12 months because I signed a contract. I switched back to previous provider anyway because I knew I could not deal with this company any longer than 1 day. After the initial customer service phone call, I started emailing because I could not handle the wait times and the language barrier. Fortunately, they have not charged me the second months service but I have not received a refund for the 1st month plus activation. They threatened to bill me for the modem if not returned. I had to tell them three times they already received it plus give them a copy of the tracking as proof. Now, after requesting a refund for the first charge, they are threatening to bill the $250 cancellation fee because service was established and not refund my money.
DO NOT SIGN UP FOR THIS COMPANY!!!! They have the worst customer service and border on unethical business practices. I wish I could give negative stars.
Posted on 7/18/2011
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I just want to say, for the record, that this experience was the worst I have ever had in all my life. I only got helped after PUBLICLY posting my plight. Go through the prescribed avenues with this company from HE@@ and you will feel the pain.
I am surprised no one has thrown a class action lawsuit in the FACE of this scamming company. (DOn't worry, personally I am not litigious, and have far better things to do, but if someone else initiates that heck yes I will sign my name down on that list) Ok, I am out now, and I hope for good. Stop Scamming people, ok? I am not usually this way, see, so nasty and ill-tempered.... DSL EXTREME has a way of BRINGING OUT THE WORST IN ME AND I HATE IT
OK TIME TO SELF MEDICATE YET AGAIN
AFTER THIS HELL WE HAVE GONE THROUGH
Posted on 6/21/2011
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DSL has the worst customer service I have ever experienced in my LIFE. We lost service on the 1st of May. We tried for a week to get it restored. Their tech support is HORRIBLE. We waited on hold for hours between the various calls we placed all week long. Spoke with tier 1 & 2 technicians whose English was marginal at best. They are clueless - every tech we spoke with would tells us something different. Then they claim to have identified the problem and will have service restored. That doesn't materialize either. The tier 2 tech support team states they're available 24/7. But then you call in the evening and the tier 1 techs tell you tier 2 is closed for the day. They opened multiple tickets for the same issue, took our number on MULTIPLE occasions promising call backs that never materialized. Their phone reps REFUSE to escalate calls to supervision/management despite repeated requests, they intentionally drop calls, and absolutely refuse to give out corporate contact information. We had used their service for several years prior before requesting an upgrade to faster speeds last year. We were charged the higher rate but the speed didn't change. And now that we don't have service - and unable to speak with a thinking human - I am done with this company. We are in the process of attempting to cancel service - so far unsuccessfully. After following up to see why our service hasn't yet been cancelled(per their billing dept - another 35 minute call)...and it's been more than a week since the cancellation request. Today I was warned that if we do move forward with canceling, they will impose a cancellation fee - I guess management thinks they can hold customers hostage - you have to pay but they don't have to provide the service. Kind of a one-way contract. If necessary, I plan to go to the Department of Corporations to register a formal complaint, along with filing one here with the BBB. I also plan to warn everyone I know to avoid this company like the plague. At this point, I wouldn't subscribe if it were FREE! Don't take my word for it.... just call any of their numbers - they all go to the same place. Then navigate to their technical support. See how long you wait...and that's what you can expect if you take their so-called "service". But if you do actually decide to subscribe, you'll only wait 15 seconds or less before the call is answered. If it weren't so upsetting - it would be laughable.
Posted on 5/18/2011
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We have been dealing with DSL Extreme and their horrible business practices now for over 2 weeks. We have had DSL service since 2003 and had never experienced problems like this. We are now having to deal with people in the Philippines and they have no clue to what they are doing. We are paying for speeds of 3000 / 768 and have been receiving less than 15% of that speed for almost a month. When we call technical support they say it is a billing issue, we pay our account in advance 2 months, they transfer me to billing, billing says no problem and transfers me back to technical support. Than technical support says Verizon will be out to check on the line at 8am. No Verizon. Call technical support again and they say now 1pm. No Verizon again. Call technical support and have about had it by now, I ask to speak with someone in the United States, they say they cannot do that. I let them know that they must if there is an office here, they say no they do not have to. They again start the technical support mumbling again, reading from a script and saying things like 'HHMMMM or UUUMMMMM' because they are unable to answer any questions or have any knowledge of what they are suppose to be doing. Then another Technical person says billing issues, transfers me to billing when I asked to speak with their supervisor, billing says no issues with account and transfers me back to technical support. Oh, and when I tried to call customer support, after being on hold for 15 minutes I am finally connected. Do you know who I was connected to??? Another upset customer from Vacaville. We are quite frustrated with their technical support and their customer service. They have become a company that is either too big or they just dont care anymore on keeping their customers happy.
Posted on 4/13/2011
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I have not had service still. I have called and called and called. I have gotten nothing but the run around. I have the wrong modem. Not true. My modem worked last month. I have a modem from you. Not true. I have no service in my area for DSL Extreme to give me service. I have no internet and not had it for one month and no one can help me. Was told last night to get phone service and them maybe the internet will work. I was assured by Sales guy Jeff that I did not have to do anything. I do NOT have phone service, I cancelled that after twenty years on the day I placed my order after being assured by Jeff that this would not be an issue and you would tap into my line. Called on 4/10 spoke to Sales and then Technical support said the service would be on and that I was on. I am not Online. Was told on 4/11 that there would be a ticket issued regarding no service. Was told on 4/12 four different calls and departments by four different people (and one responding in the background) that I would have a ticket issued referring to my lack of service. was told on many different calls and through various departments that my location was not serviceable by DSL Extereme and had to Purchase a land-line. That was the whole point, to dispose of the land-line. Have called 4 times already today 4/14 and get the constant run around. No one has my records correct, cannot locate initial sales guy who assured me this was smooth sailing (Jeff) and I am cancelling. DSL Extreme kept me dangling with phone calls and emails stating the service was starting for two weeks. Then they stopped and i calling every day since the supposed turn on date and no one Can get the story straight. All charges must be reversed or a credit issued to me. This is awful service and signing me onto the DSL Extreme services when you are unable to provide in my area and attempting to lock me into an false service is unacceptable.
Posted on 4/13/2011
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I've been with DSL Extreme for a few years. They were OK for most of those years however my service was intermittent ever since I started with them. Usually the way to troubleshoot it was to call in for support and talk to a tech and it was resolved. Boom. Done.
This last time however (last week, I mean), I was put on long hold times waiting for a tech person to pick up the line. When I say long, I mean l-o-n-g. We're talking hours, not minutes.
It's been going on 5 days now. I have no connection and no support. The line in question appears to work because I can dial out on it and even called AT&T to come out and check the wires. They said DSL Extreme needs to sync the line. However, I have yet to have a tech person from DSLX call me back although I call in daily to try to get through.
Thank god there's speakerphones. I don't know what happened to their support department but it seems they're out to a very long lunch. The customer service used to be adequate, now it's just plain rude and unhelpful.
Posted on 4/6/2011
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I have had 2 months now.. And my Internet connection has NEVER worked. They keep charging me for it! They technical support, says they do not know why is does not work. No one will call me back. They want to charge me $250 to cancel a service that they can not provide. DO NOT USE DSL EXTREME!
Posted on 4/5/2011
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If DSL is your only option, get the month-to-month plan to see if their completely incompetent tech support people can even get you connected! I tried to get their service and was told, one day after my activation date, that I should wait an additional day or two and power cycle the modem to check the connection as I was unable to connect that day and 1 day after the activation date. When I asked the "cancellation" customer support rep, she said she had no idea why tech support would ask that I wait a day or longer to re-try the connection and that If I did want to cancel the contract, I would have to pay $250. I stated "since I used maybe 30 min of your off-shore tech support time and was never able to get a connection therefore ZERO data usage was used and I requested a cancellation order three days after the activation date to which I was still not connected, why should I have to pay." She just stated the rules of the early termination fee. Complete BS. I asked what are the exceptions to waiving a early termination fee. She said that if all efforts to establish a connection were unsuccessful due to the telephone connection, the fee would be waived. I can only take so many hours off from work to accommodate house visits. So either way, I tried to cancel three days into my contract based on no connectivity. They would not let me out of the contract. DO NOT USE DSL EXTREME if you can get get a comparable plan from your telephone provider.
Posted on 4/4/2011
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Worst customer service I've ever experienced. The people who answer are not knowledgeable and hard to understand. The tech support is ridiculous as well, one department blamed the other for my connection problem. Hold times on the phone were always 30 minutes+. Would I recommend it, nope! With dsl extreme you get what you pay for, low price for low quality service.
Posted on 4/4/2011
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I signed up with DSL and would NEVER deal with them again! Terrible customer service!! I received a modem but was never email codes to program it as DSL stated they would do immediately after my account was activated (as of this writing I have not been sent anything!)
I tried to call tech support, placed on hold for over 26 minutes, 16 minutes, and 50 minutes with NO one answering. I called billing twice and first time told they could not help me, cut me off, and transferred me back to tech support where surprise, no one answered. Called billing again. They asked for account info, said tech support can assist me, and transferred back to tech support...No one answered.
I returned the modem and received an email stating that I owe them over 200$ and to mail it to them ASAP! I could NEVER use their service and they NEVER sent me codes that were required to use THEIR modem. They also NEVER answered their phone when I called Tech Support for assistance to use THEIR product!
DSL, focus should be customer support and answering your phone when they call...Very easy to do!!
Posted on 3/28/2011
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Word of advice - DO NOT do business with DSL extreme for several good reasons:1. They mark up the service. That means they "ride" the internet line of at&t/Verizon/whoever, pay that company the normal internet price, and charge you with a few dollars more per month, as well as tax you (while the phone companies don't tax for internet service)2. Myself and others I personally know had no internet for almost a week upon signing up with DSL extreme. The transition is the most un-smooth ISP transition out there, and you have to chain call dsl extreme in order to expedite the process.3. WORSE OF ALL - when it's time for you to cancel the service, you would wish you never signed up with these crooks. Here's what happened to me:I recently moved to a new house 4 miles away from my old place where I had DSL extreme as my ISP 6000MB downloading speed. I had 5 months left on my contract. When I called to transfer the service to the new place, they told me the fastest speed available in the new location is 3000MB. I asked to cancel the service, since they can't provide me with the same speed I signed up with, and in addition my phone line with at&t will seize to exist. They gave me the following options:a. Cancel the service and pay an early termination fee + 5 months of service (WHICH THEY WON'T EVEN PROVIDE).b. Stay with DSL Extreme, and signed up for 12 MORE MONTHS again for the low speed.LoL, obviously they set an unreasonable scenario...I strongly recommend you getting ANY OTHER ISP PROVIDER these guys are ripping you off left and right. Not to mention, they charge you for the modem which you have to send back to them at the end. They add taxes to your service AND mark up the service you could get going directly to the source.
Posted on 4/21/2010
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Refused to cancel sevice after AT&T tech said we were to far from CO to get service, modem wouldn't synch. Billed for modem we returned and 1 yr of service that was never provided.
Posted on 2/3/2010
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