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Review 5/18/2011
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DSL has the worst customer service I have ever experienced in my LIFE. We lost service on the 1st of May. We tried for a week to get it restored. Their tech support is HORRIBLE. We waited on hold for hours between the various calls we placed all week long. Spoke with tier 1 & 2 technicians whose English was marginal at best. They are clueless - every tech we spoke with would tells us something different. Then they claim to have identified the problem and will have service restored. That doesn't materialize either. The tier 2 tech support team states they're available 24/7. But then you call in the evening and the tier 1 techs tell you tier 2 is closed for the day. They opened multiple tickets for the same issue, took our number on MULTIPLE occasions promising call backs that never materialized. Their phone reps REFUSE to escalate calls to supervision/management despite repeated requests, they intentionally drop calls, and absolutely refuse to give out corporate contact information. We had used their service for several years prior before requesting an upgrade to faster speeds last year. We were charged the higher rate but the speed didn't change. And now that we don't have service - and unable to speak with a thinking human - I am done with this company. We are in the process of attempting to cancel service - so far unsuccessfully. After following up to see why our service hasn't yet been cancelled(per their billing dept - another 35 minute call)...and it's been more than a week since the cancellation request. Today I was warned that if we do move forward with canceling, they will impose a cancellation fee - I guess management thinks they can hold customers hostage - you have to pay but they don't have to provide the service. Kind of a one-way contract. If necessary, I plan to go to the Department of Corporations to register a formal complaint, along with filing one here with the BBB. I also plan to warn everyone I know to avoid this company like the plague. At this point, I wouldn't subscribe if it were FREE! Don't take my word for it.... just call any of their numbers - they all go to the same place. Then navigate to their technical support. See how long you wait...and that's what you can expect if you take their so-called "service". But if you do actually decide to subscribe, you'll only wait 15 seconds or less before the call is answered. If it weren't so upsetting - it would be laughable.
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