[ale] OT - ADSL - Conclusion

Mike Millson mgm at atsga.com
Fri Jul 12 12:27:13 EDT 2002


In my oppinion, every time you get service from a reseller, you risk being
left in the lurch when a problem needs to be addressed. When I was in a
special MCI local service reseller program about 5 years ago, BellSouth
undermined MCI by disconnecting service and taking weeks to send repairmen
out when, if I called and pretended to be a BellSouth customer, they could
be there the next day. They are famous for this and get fined all the time
by the FCC. The reseller points their finger at BellSouth and BellSouth
points its finger at the reseller all the while undermining the reseller.
Resellers aren't treated like normal customers by BellSouth.

Not that BellSouth is anything great. If you have a problem, you'd better
get ready to just about fix it yourself. Don't expect much help from the
customer support boxes of rocks. It's just that I think it will probably be
easier to solve if a reseller isn't involved.

Mike

-----Original Message-----
From: Jeff Hubbs [mailto:hbbs at attbi.com]
To: ale at ale.org
Sent: Friday, July 12, 2002 11:55 AM
To: Mazukna, Thomas
Cc: 'ale at ale.org'
Subject: Re: [ale] OT - ADSL - Conclusion


On Fri, 2002-07-12 at 08:58, Mazukna, Thomas wrote:
> Here is summary:
>
> By browsing and comparing reviews on dslreports.com the best place to get
> DSL is SouthEast. Worst - CA
> For tech savvy people like myself, there is no difference what the ISP
tech
> support rating is at dslreports.com
> Since we are in BellSouth monopoly all the copper is in there hands and
does
> not mean that you will have DSL faster through them.
> Best choice of DSL ISP would be DirectTV DSL - Static IP, No PPPOE, No
port
> blocking, you can run any server on your end, free hardware, ethernet
> modem/router.
> No matter who you choose in Atlanta area the speed limit is the same if
not
> capped by ISP - 1.5m/256k.
> If anybody can give good reason not to go with DirectTV when I move speak
up
> or forever hold your peace.

Sure.  A special room in hell awaits you if anything should go wrong
with your DirecTV DSL service that can only be fixed by Bellsouth.  Have
you any idea what it's like, A MONTH LATER, to still have to call up
1st-level tech support and be asked insistently about your DSL modem's
lights even though you've HAD NO CARRIER FOR A MONTH????  It was as
though every phone call to DirecTV was the first one.  No continuity and
no caring.

When I was finally able to get someone a bit more higher-ranking and I
explained that this is obviously a Bellsouth problem, the woman whined
"well, we're not responsible for what Bellsouth does or doesn't do..."
and I cut her off, saying that managing their relationship with
Bellsouth and making sure they honored the terms of their agreement with
them WAS their responsibility.  None of this was enough to do anything
about it, so I finally just called to cancel my service and the CS rep
who took my call had the nerve to act shocked when I told her why.

So...enjoy your DirecTV service!

- Jeff


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