Broadband withdrawl

[firecat]

Our DSL is down again and the way Speakeasy is handling our service ticket, it looks like we won't have broadband again for quite some time.

They are now claiming there's a problem with our modem...but last week the problem was on their end, and we are highly suspicious that it's suddenly our modem.

Anyway, they are sending us a "loaner modem," but they can't be bothered to send out loaner modems over the weekend, so we won't get it until Tuesday, and they aren't going to do any more troubleshooting on their end until then.

Last weekend when our DSL went down, they insisted that the OH contact them via phone support despite his telling them he is hearing impaired, and despite the fact that phoning them tied up the line they were trying to test. (They were quite verbose in insisting on this...the entire thing could have been dealt with multiple times over in the time it took them to e-mail him multiple times to explain why he had to phone in. And yes they were personalized e-mails.)

Then when we did phone them, they kept us on hold for over an hour and finally asked us one single question that we could have answered by e-mail and said "It's not our problem, it's Covad and the phone company, they'll work on it sometime Monday."

Comments

[snippy]

Aaarrrggghhh!

Hope all the plans work out quickly.

[eeyorerin]

Fie.

[elainegrey.livejournal.com]

I don't know how much you're paying. RawBandwidth isn't cheap, but my god, they're good. Mike Durkin really knows how to help you troubleshoot, and he's been generous in helping me troubleshoot my own mistakes as well as actual line issues.

[firecat]

The OH says it's a pain to switch from one DSL company directly to another, so we're going to switch to Comcast for now. If that doesn't work out, we've gotten a lot of good recommendations for Raw Bandwidth. Thanks!

[on-reserve.livejournal.com]

And WHY are you still their customer?

[dreamalynn.livejournal.com]

This is exactly what I was thinking. This is two steps beyond the point at which I'd still have an account.

Verizon gets a lot of grief but they have had, over the five years they've provided me with DSL at this location, 99.9991% uptime. I'd say that's a winning record.

[firecat]

We have an appointment at the end of April to get cable internet.

[dreamalynn.livejournal.com]

Oh, even better than DSL! Awesome. :)

[firecat]

Only because the end of April is the earliest appointment we could get for installation by another company.

[datagoddess.livejournal.com]

I looked at Speakeasy when I was looking for alternatives to Comcast, but once I saw they'd been bought by Best Buy I thought their customer service might have gone downhill. They sound almost as 'proficient' as Comcast was :-/

[firecat]

Yeah, we were braced for it when we found out about the acquisition, but it still sucked.

Unfortunately it appears that Comcast is our best alternative for the moment. What did they do to you?

[datagoddess.livejournal.com]

Long story short, we had a service interruption, after several useless calls they finally decided it was our problem but they couldn't have anyone out to look at it for a week and a half, which doesn't exactly work for me since I telecommute. In troubleshooting I was called a liar by one of the CSRs.

I switched us over to AT&T U-verse service, we have a dedicated 10 MB DSL link. Even when we were at 6 MB we were a lot faster than the shared 10 MB from Comcast. We had a lot of service hiccups and interruptions with Comcast. I have a few rants posted about it.

[innerdoggie.livejournal.com]

Oh dear! We've had good customer service with Speakeasy, but it sounds like it may be going down hill.

Let us all know how your next ISP works out for you.