tt0ne
join:2008-07-13
Redlands, CA
2 edits | DSLXtreme Experience So Far
I currently live in Redlands, CA and have been on FIOS for the last year and a half. Awesome service - love it! Unfortunately, I moved on the 1st of this month and even though I'm only 6 blocks away from where I used to live - FIOS wasn't available. So, I started the long trek of searching for a new ISP - and knowing the horrors of cable and Time Warner - and reading the forums here at DSLreports, I decided to order DSLXtreme (provisioned by Verizon). I also noticed that DSLXtreme is now reselling FIOS so if it becomes available in my area it will be an easy switch through the same company. I do a lot of remote work and I'm hoping that the latency of DSL will be adequate.
So, seeing all this before me - I went to DSLXtreme's website on 5/19/2009 9:28:49 AM - that's a full 11 days before I have to move and order the 3000/768 service. I'm hoping this is more than enough time to get a working link at my new place.
Now starts the fun part. I get some cryptic call from Verizon on the 26th of May saying "hey, we'd love to install a DSL loop at your new place but one is already there and is active." Great - how is that possible? Turns out that the former tenant had DSL service there and never disconnected it. I phone the landlord and he tracks down the previous tenant and even gets a cancellation # for me. It turns out that the former tenant also had DSLXtreme - what a coincidence. So I think to myself - good - this shouldn't hold things up too much, right? I phone DSLXtreme and after being transferred to the billing department - I explain what happened and give them the cancellation #. The lady tells me it will still take up to two weeks to get my service up and running!?!? Now I'm starting to panic. So, I thank her and immediately go the DSLXtreme website and open up a trouble shooting ticket.
I get this response:
Good Morning,
I have checked your DRY DSL order status and it is still pending. I show that a Verizon tech was supposed to go out to your premises on 5/23/2009 to tag the line for the DRY DSL however, it shows as if they have not done so. I have sent VZ an email for further status and will update you once I have further information. Please let me know if you have any questions.
Lily
Ordering Dept
DSLExtreme
---
This is very frustrating because all "Lily" did was repeat back to me basically what I had said in my trouble shooting ticket.
I have had no further contact. Now, today - and this is totally my fault - I get a phone message from a Verizon guy - I think - it was hard to understand because he spoke so fast - with a 1800 # I'm supposed to phone - but instead of saving the message - I accidentally delete it! I'm almost certain it was saying the same thing the last verizon message said way back on the 26th because I shouldn't have to call anyone back if there isn't a problem, right?
And that's where I'm at... It's June 2nd and I still have no internet and am not sure when the internet will be arriving. Since I ordered DSLXtreme based on people's experience here and was impressed by the level of technical support - I figured I'd post here, also and see if it might help speed things along.
I'm still glad I ordered because I can't imagine using any of the alternatives for my area... Just a little worried. 
Best Wishes,
Marco Belmonte
Redlands, CA
[Removed for privacy] |
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tt0ne
join:2008-07-13
Redlands, CA
| Just wanted to ad some more information and I have a question:
Pro DSL 3000/768Kbps - Dynamic IP - 12 Months Contract - $24.95/mo
That's the service I ordered through DSLXtreme - and I keep hearing about "interleave", etc. - how do I request this on my line? Since latency is my primary concern - and I do a lot of ssh remote work - the better then latency - the better for me 
- Marco |
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dslx_gm
Premium,VIP
join:2002-12-26
Winnetka, CA
| Hi Marco,
It appears to be an issue on the Verizon side that our ordering team has escalated with Verizon. They will be following up and getting back to you once we get a response back from Verizon on what the issue is and what is being done to resolve it. Hopefully they will have an update for you by tomorrow.
Thanks
--
George
General Manager
DSL Extreme
Will work for reviews. |
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tt0ne
join:2008-07-13
Redlands, CA | reply to tt0ne
Hi George,
First off, thanks for the quick reply!
I'll give it a few days and then update this thread...
Kind Regards,
- Marco |
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tt0ne
join:2008-07-13
Redlands, CA | reply to tt0ne
No call today - but I also understand that this must be a Verizon issue and DSLXtreme can't force them to answer. I'll update the thread tomorrow.
- Marco |
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dslx_gm
Premium,VIP
join:2002-12-26
Winnetka, CA
| Our orders team has been following up on your order. It appears that there were still some issues on the Verizon side and they have pushed the FOC date out to 6/8/2009. Verizon should connect the line on that date and you should be up and running shortly thereafter. We will continue to follow the order.
Thanks |
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tt0ne
join:2008-07-13
Redlands, CA
1 edit | Once again, I posted too early!
I just checked the orders page on the DSLE website and it reflects the updated status - thank you!
As much as I wish it was tomorrow - I appreciate that we now have an install date again and hopefully everything will go smoothly.
I really appreciate the prompt service on this forum!
I have one other question... In my order I believe I'm supposed to receive a DSL modem in the mail. Do you think it will arrive before the 8th?
Kind Regards,
- Marco
PS: Just want to make sure "Lily" doesn't look bad - just got this great email from her:
Hi Marco,
Looks like we've cleared out the error, we've advise VZ that we have now cancelled the DRY DSL from the previous tenant living there and they've re processed your order. A Verizon technician will be going out to your location on 6/8 between 8am and 5pm, they will tag the line for the DRY DSL connection. They will need to access the box so we do advise to keep gates unlock no animals and etc. Once they tag the line the DSL order will complete shortly after that. Please let me know if you have any questions.
Lily
DSLExtreme |
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tt0ne
join:2008-07-13
Redlands, CA
| I've got all my equipment set up where I need to in our new place - so hopefully after the Verizon dude shows up tomorrow I'll be good to go... BUT... I have two questions:
1. Shouldn't I have received my DSL modem yet? I'm going to go to Best Buy today and purchase one so that I'm good to go tomorrow but I would've thought it would have been sent by now?
2. The only phone jack in my new place is on the other side of the condo and will the Verizon guy be able to install a new jack where my office is setup?
3. I realize the loop is going to be setup tomorrow but do you think I'll actually have internet access tomorrow?
Thanks in advance!
- Marco |
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dslx_gm
Premium,VIP
join:2002-12-26
Winnetka, CA
| Hi tt0ne -
For Verizon dry loop orders, the modem doesn't get shipped out until after the FOC has past and the phone company confirmed the delivery of the line. The FOC date isn't technically your activation date. Once Verizon confirms delivery of the loop an activation date will be assigned and the modem will be shipped out. You should see a note on the order status page under the Members section indicating this.
Verizon is responsible for terminating the line at the MPOE outside your building. The MPOE is the point where the phone cables come into your home. In most cases the inside wiring is already connected to the line running into the house. If it is not connected to the jack that you want you are responsible for taking care of any inside wiring.
Thanks
--
George
General Manager
DSL Extreme
Will work for reviews. |
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CCarson
join:2001-07-22
Redlands, CA
 ·DSL EXTREME
| reply to tt0ne
I'm also a dry loop 3000/768 user in Redlands. When I switched from Verizon to DSLX, it took four weeks to get my service set up. DSLX was partly to blame, but Verizon's service and infrastructure are horrible in our area. It took three separate visits by them, and they still *never* actually tagged anything in the MPOE.
Unless you're a Verizon phone customer paying extra for their inside-wiring-maintenance option, I wouldn't expect them to install a new jack anywhere for you. Your best bet here is probably to plug in the DSL modem and a wireless router to the current jack and use your connection through an inexpensive wireless networking card. The wireless connection operates at much higher speed than the DSL, so you won't sacrifice any speed by doing this.
HTH... |
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tt0ne
join:2008-07-13
Redlands, CA
| reply to dslx_gm
Thanks for your reply.
Inside wiring is going to be a nightmare. I'm in a 1400 square foot condo that has one phone jack. :-( Oh well - working this hard to get DSL into my house just means I'm going to appreciate it that much more, right?
I'll just find the outside phone box and do my thing... Hope it doesn't violate any contracts.
I also purchased a modem - hopefully the activation at your end will happen sooner then the modem that DSLXtreme sends to me... If not, I'll just take the modem back to Best Buy.
Anyways, once again - thanks for answering my questions. I'll continue to add to this thread after some time with DSLXtreme. I'm looking forward to actually using the service!
Kind Regards,
- Marco |
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tt0ne
join:2008-07-13
Redlands, CA
2 edits | reply to CCarson
CCarson,
It's so stupid because the Verizon central office is only 6 blocks away (roughly) from me. I'm pretty sure they are running FIOS in the same building that I'll be getting my DSL loop from...
Thanks for the heads up about them not doing inside wiring maintenance. I'll try and sweet talk the dude, but if that doesn't work I'll just rig something up myself.
I'd use wireless but I've had issues where there are latency spikes and as I said in my original post - I ordered DSL for the lower latency (of course, just because it SHOULD be lower latency doesn't mean it will be) even though cable in our area supports much higher bandwidth.
Nice to connect with another DSLX user in my area, though - I'll make sure I'm here tomorrow all day so I can hopefully intercept the Verizon dude who shows up.
- Marco
PS: Your 4 week experience is starting to look like my reality I ordered on the 19th of last month... Of course, who could know that the last tenant didn't ever cancel their DSLX service! (and what are the chances that I moved into a place where DSLX was already being used? MY LUCK, eh?) |
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CCarson
join:2001-07-22
Redlands, CA
·DSL EXTREME
| ttOne,
Not sure what you need for latency, but...
* From my desktop hardwired to the router I get 31ms ping time down (from speedtest.net) / 38ms ping time up (to www.yahoo.com)
* From a laptop w/wireless 802.11b, I get 38ms down / 39ms up.
Now that I've cleared up some inside wiring issues in my home, I consistently get speed tests of 2850 kbps down / 667 kbps up.
It's pretty good service once it's up and running, but dry loop is at this stage a pain to get set up.
Good luck! |
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tt0ne
join:2008-07-13
Redlands, CA
1 edit | CCarson,
It's not that the extra 2 milliseconds is that important, but for me, every so often because of interference and such - I get lag spikes with wireless. When playing an online game it can be a show stopper for me
But if you have a good dwelling place that is void of interference, etc. it probably works great - sounds to me like you've got one of those places
I do put the wife and kids on wireless, though - so it's all good...
I'm up early - drinking coffee - hoping that the Verizon guy is bringing all those people you see on the commercials
- Marco |
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LittleKenny
The
Premium
join:2003-08-05
Torrance, CA
clubs:
| said by tt0ne  :I'm up early - drinking coffee - hoping that the Verizon guy is bringing all those people you see on the commercials - Marco ROFL! Heh, thanks for the chuckle. I'll keep my fingers crossed for you.
~lk
--
Fold On! |
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tt0ne
join:2008-07-13
Redlands, CA
1 edit | Well, I've been up since 6:30 AM... It's 2:40 PM. If Verizon doesn't show up in the next two hours and 20 minutes I'm gonna be awfully depressed.
Even one Verizon guy (the one with the reverse Alfalfa haircut) would make me happy right about now. :-(
I'll report back at 6:00 PM (give them an extra hour)...
- Marco |
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tt0ne
join:2008-07-13
Redlands, CA
| Well, it's 5:00 PM... No Verizon. I guess whatever a "commitment date" is - Verizon has a different definition then the rest of us.
What is weird, is that on the DSLXtreme order page it says the commitment date is today but on the trouble ticket I opened it says tomorrow - I just noticed this. George also said it was today earlier in the thread - so maybe there is a mix-up somewhere? On the trouble shooting ticket it says:
details for ticket #3534036
-Status/Complete VZ TAS DRY DSL order on 6/9s
Subject: DSL Install Date
As you can see, the date is for tomorrow? And it says "complete" - not sure what that means... Anyways, bottom line is - nothing anyone can do now - it's closing time for Verizon - so hopefully tomorrow Santa will arrive.
:-(
Hoping,
- Marco |
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tt0ne
join:2008-07-13
Redlands, CA
1 edit | reply to tt0ne
It's the next day... 8:36 AM.
I've got a doctor's appointment today so I can't be sure if Verizon will have come or not.
- Marco
PS: I went ahead and installed the verizon DSL modem I purchased at Best Buy just for kicks (and hoping that maybe it was live) - I'll leave it plugged in. DSL light is flashing, obviously. |
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tt0ne
join:2008-07-13
Redlands, CA
| reply to tt0ne
Ok, it's 10:56 AM and I'm back from doctor's appointment. The phone box doesn't look like it's been opened (I put a ladder in front of it so that it would have to be moved if someone came and opened it) so I'm home for the rest of the day waiting to see if they arrive.
- Marco |
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tt0ne
join:2008-07-13
Redlands, CA
| reply to tt0ne
It's 2:47 PM and no Verizon guy.
THIS REALLY SUCKS.
I have this horrible feeling that they aren't going to show today, either - and that there is some major confusion between Verizon and DSLX...
It's impossible to do any real work with my cell phone attached to my laptop.
Any updates from the DSLx reps? Something to inspire hope?
- Marco |
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