Speakeasy DSL review

I don't think I could put it any better than I did in the letter I mailed them when I got the letter asking for feedback, so here it is:

From: Aaron Schultz
To: Speakeasy
Subject: DSL installation problems

Comments regarding my new DSL installation (non functional at the time I
write this):

The communication for my DSL installation has been horrendous. There are
never updates on the ticket and calls are never returned. So far I've had
to call DAILY to find out updates. Even the 1st time I opened the ticket
through the website I had to call 3 hours later to get someone to start
work on it. I also get mixed responses as to when someone will be on site
and if I should remain available on site or not. One day I'm told that
Covad will most likely send someone on site between Friday and COB Monda,
as of 2pm today I was told that they "may" be here between noon and 4
tomorrow. Escalation to "Grant" at extension 2212 was also useless.
According to his entry in the ticket I was to receive information by close
of business Friday as to what the status was.. I left 2 voicemails at his
extension and an update on the ticket and it took until Sunday at 2pm
before the TICKET was updated to "The commit is 4 business hours, which
would be mid day Monday" which doesn't tell me ANYTHING about the update.
What happened to the Friday call?

A secondary issue which is too odd to be a coincidence is that the same
day that the DSL line was supposed to be activated, my phone line was
switched to use the 2nd pair of wiring (ie: line 1 became line 2).. there
was no line 2 here and it took me about 3 hours to figure out that my
dialtone could be heard using a line 1/2 splitter to force my phones to
talk to line 2. The only thing I've heard was "that's a telco thing" but
that doesn't explain what happened. An educated guess might be that Covad
coordinated with telco to find a cleaner pair of wires to work with but
didn't think far enough that they were moving the main phone line, however
nobody wants to investigate this.

--
- Aaron Schultz
- EXTREMELY frustrated

Posted by Aaron at January 12, 2004 02:57 PM