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Review 9/10/2007
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You may empathize with me. I work from home and need my internet connection. I really need it.-------------------
I had a dedicated DSL service with no telephone line required from an ISP called Britsys. They used Covad for providing the DSL connectivity. Everything was fine until they were purchased by Dock.Net an ISP based out of Calabasas.-------------------
We moved to a new home and the problems with DSL came. And they are never ending. I should say that Covad has done their portion of the work in time and with out problems. However, Dock.Net has dropped the ball time and again and again and again.... It has been almost two months now since I ordered the move and they still can't get the service up.-------------------.-------------------
The problems are many but here is a summary:
1. Lack of customer focus. Tech support is handling many things at once and never really pay attention to what they are doing. When I'm on chat with them to solve the problem, they leave me hanging for minutes on end. they even admit that they take calls from other customers while they are trying to trouble shoot the problem with me. That is just bad customer service..-------------------
2. Awful following through. At every step of the way, customer service or sales promises to do something in the next day or so. They also say that they will call me or email me with status. Not once has that happened. I have to call in a day later to remind them of my problems. I usually get someone new who has no idea about my problem and when they go ask around they say, yes, we should of gotten back to you but we still can't fix the problem.....-------------------
3. Technical expertise. Covad says everything is fine but Dock.Net can't configure the router correctly or route the IP addresses that are assigned by Covad...! At the end of the day, this is the biggest problem. They have a bunch of folks running around doing stuff but they have no clue on how it all works together. They always put off fixing the problem by saying, ok, now I've got to go open up a ticket. I'll call you tomorrow when it's done.... and of course, I never get the call..-------------------
4. No accountability. when I ordered the move, they somehow changed the order to change it from a 3MB/768kbps with 5 static IPs to a 1.5/384 with only one static IP. They say that they just moved it and that that is why they only ordered the lesser service (which I understand if there is a distance issue for getting the speed but not for the number of IP addresses). But now they say that it will take even longer to get me set up if they have to do that. Because they will have to open up another ticket with Covad..-------------------
5. Taking money and running. I have been without service for over a month now and I still see my credit card being dinged for the $65 service that I never get. As a matter of fact, they are trying to configure a lesser service and still charging me for the old service at my old address..-------------------
At the end of the day... I just want connectivity. Just give me what works. But still, I have no connectivity and the end of their day is nearing. This will be one more work day wasted working with them and to no avail..-------------------
Any recommendations on how to get out of this mess? Can I transfer to someone like Speakeasy? They seem to have a good record.....-------------------
Still waiting for connectivity (I had to go buy a verizon wireless card for now),-------------------
-Douglas.-------------------
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