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Report: #1320791

Complaint Review: DSL Extreme - Northridge California

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  • Reported By: DLPax — Lakewood California USA
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  • DSL Extreme 9221 Corbin Ave, Ste. #260 Northridge, California USA

DSL Extreme 3 month fiasco with 0.1 Mbs service or NO service Northridge California

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I was DSL Extreme customer since fall 2012. After paying over $1,500, DSL Extreme has dropped the ball. My kids need the computer for school on a daily basis. In addition, my wife is a teacher & requires the internet to submit grades and contact parents of at-risk students.

Before Thanksgiving 2015 my DSL Extreme service became spotty. Connections (sync on the modem) lasted for a few minutes at best; moreover, speed (using Speedtest.net by Ookla) plummetted to ) 0.1 to 0.3 Mbps. Get this: when I call DSL Extreme tech support, I get sync (but at the aforementioned "turtle" speed indicated). After I hang up, I lose sync. I have had to beg the tech to keep me on hold so that my daughter can finish her internet-based math homework!

The DSL Extreme suggestion offered to me was:  Reduce or cap speed at 1.5 Mbps for an extra $50 fee, while paying $38 monthly. I was awestuck by the suggested remedy. No deal since no guarantee. "May not work."

Billing department refuses to pro-rate for non-service for 3 months. DSL Extreme in fact continued billing, refused to prorate, and engaged in outright lying. Billing says "Your downtime was caused due to inside wiring issues." Their own tech support tickets say differently. Billing parses what tech reports -- or DSL Extreme billing purposely engages in malfeasance to extort monies that it's not entitled to.

DSL Extreme technician suggested to test modem outside the residence to confirm that inside wiring isn't the culprit. Two DSL Comtrend modems had NO sync outside beyond NID (network interface  device). Therefore billing is lying to say customer is at fault because of inside wiring. Problem is outside and it's DSL Extreme's responsibility to fix service (or else pro-rate for several months of non-service).

I even had another company (AT&T linesman) come several times to test and confirm internal wiring isn't the problem.

DSL Extreme needs to stop patronizing me with " recommended to downgrade your speed because you are too far from a central office." Was I too far for three years before November 2015 when I used DSL Extreme? Did the residence where I live or Verizon telephone poles mysteriously move? Why was the speed fine for three years?

DSL billing department is not free of maliciousness and refused to consult the technicians I have spoken to
at great lengths to remedy the aforementioned "intermittent" internet prorate request.

DSL Extreme billing has no integrity. The pro-rate that DSL Extreme is responsible for far outweighs the absurd "collection" amount of continued billing even after another ISP replaced DSL Extreme early this year.

This report was posted on Ripoff Report on 08/04/2016 07:51 PM and is a permanent record located here: https://www.ripoffreport.com/reports/dsl-extreme/northridge-california-91324/dsl-extreme-3-month-fiasco-with-01-mbs-service-or-no-service-northridge-california-1320791. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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