After this past week of aggravation and frustration over DSL Extreme, I decided to post as many complaints about the service on as many review boards as I can find.
First, let me say that I have been a loyal customer for four years now and, up until recently, I have been quite satisfied with the service.
However, over the past week, I have been losing my internet connection.in the beginning, it happened around midnight, but it is now occurring during the daytime as well. Strangely enough, I found another recent complaint (on another consumer review site) with precisely the same experience.
I've contacted DSL Extreme's customer service four times already. They've conducted the same tests each time. The first time, the agent admitted that he noticed interference on the line but could not identify it. He temporarily fixed it and agreed to send me a new filter, though he said it would take about two weeks for me to receive it. I figured that was alright, since the connection was now working.
The second time I called, the agent had me run the same tests and fixed the connection - again, temporarily.
The third time was just about the last straw. The agent blamed my troubles on my browser (Firefox), then on my OS (Windows 98).interestingly, using a different browser had no different effect. And, since the connection was working just fine all night and up until two hours before I called them, I find it hard to believe that my OS suddenly decided to stop the connection. Plus, I tried the modem on a different phone jack connected to a pc with Vista and had the same issues.
The last time I contacted them, the modem's "line" light kept going from solid to blinking, as if searching for a line. The agent told me that I would have to wait two weeks for the filter before he can do anything else. I asked if I would have to pay for two weeks of not having an internet connection, and he replied that there was nothing else he could do until I tried the new filter!
After reading the aforementioned similar complaint, I suspect that my browser, OS and, even, filter have nothing to do with the problem. It sounds like a global DSL or AT&T problem (I would not be surprised either way).
I will sleep on it tonight, but tomorrow I am going to consider canceling my subscription and moving to a competitor.
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