I don’t normally write complaints in a web site but my experience with DSL Extreme has been very frustrating to say the least. FIRST AND ABOVE ALL I WOULD SAY DO NOT USE THEIR SERVICE BECAUSE THEY HAVE NONE! Now read below if you want more of why…. It started right at the beginning DSL Extreme put in an order to take over my line on the Thursday just before a long holiday weekend. Needless to say I was unable to talk to my son thousands of miles away for the holiday and was very saddened.

From there it have been a customer service nightmare. I would be working and mostly in the evening my internet would suddenly slow down. I am paying for 3000kb down and 512kb up it would drop to such a low rate my Explorer would time out so I down loaded Google Chrome it happened with that browser as well. When I would call their customer service they would ask me to do the usual turn everything off and start it all back up modem first. Magic its all better but they could not ever tell me what was going wrong.

I tried using their online help but my connection was so slow that it would time out and they would close the help ticket saying the customer disconnected ….. DUH!

The topper was when I called up the company and asked to talk to a manager about tracking my service so maybe they could find out why this happens almost always at night. The young girl CS rep told me they had no managers on duty at night. I told her I wanted to be called the next day to discuss the problem and gave her my cell phone number to be sure I would talk to someone. Surprise I never got called. So I went looking as to how I could send them an email and found their customer service address on their home page. I drafted a letter and pasted it into the box and sent if off expressing my dissatisfaction with their service. Amazingly I NEVER received even a confirmation of my email let alone an return.
A week has past the internet was working fairly well until tonight then it froze up to the point when I finally got test results from DSL Extreme’s speed test site my down load speed was 21kb down and 420kb up. I called told the c/s rep I wanted to talk to a manager he insisted on trying to get me to reboot everything I said I wanted to talk to a manager. I was placed on hold when he returned he acted as if a manager was joining us but never did. So back on hold again while he tracked one down. I waited and waited finally he came back online and said to me sir did you know your payment is late? I asked him if that was why my internet was slow (mind you my payment was 3 days lat 2 of which were a weekend) he answered yes. I asked him again Eddy are you saying your slowing my internet service because my payment is 3 days late? He stammered and tried to change the subject again I asked and again he dodged the question finally I asked him a third time and his answer was “yes”. I said now I really need to talk to a manager once again I was placed on hold then n then off then on again then I returned to the iterance que and was told how important to them I was. Then music again and I was told how important I was to them then music this went on three or four more times then the music stopped the line is still open as I type 1 hour 13 min 39seconds I don’t think their coming back….. I just hung up. Now as bad as ATT was I guess I am going back to them, at least I never lost the speed just would go off line now and then I prefer off line, to timing out I think….. So if you choose DSL Extreme I hope you like hold music…

Found DSL EXTREME online when looking at the most cost effective service which at the time it was. Had the service for a year and it actually worked. About 5 months ago I was fortunate enough to find a home for myself and my children. When I moved in, I tried connecting the modem to use the internet. Found out that there were no services available in the city that I now am in. Contacted and spoke with the manager about canceling my services. He said that he could not do that and I have the option in either paying out the remainder of my contract which was another 5 months or be charged a cancellation fee. Let him know that I felt that it was ridiculous that I had to pay out my contract eventhough they were not able to provide me a service. He proceeded to read what was on the contract. Nevertheless, I was very upset at this since I felt as a consumer, I was being taken advantaged of. I understand that I was in a contract, however, there should be some way for the manager to take it case by case. In this situation, it was not my choice to sign up for new internet services that actually worked in my area on top of having to pay for additional services, at DSL EXTREME that I couldn't even use. It is ridiculous! Once I hung up with them, I emailed the Consumer Affairs about this complaint in which I was redirected to the Attorney General in charge of Utilities. To make matters worse, I tried calling customer service today and she is telling me that I need to either email, fax or write them to cancel. Can they make it more difficult for consumers like me to cancel. Needless to say, I am extremely upset and disappointed in how I was addressed when trying to cancel services that I do not need. I plan on taking them to small claims court. I am also going to use the complaints on this site as proof that it is not only happening to me. Thank you all for taking the time to hear my case before it goes to court. Companies need to always do what is in the best interest of their consumers to avoid their day in court!

I moved in mid April, 2009, and went to dslextreme.com to move my service from my old address. Website said that their service was available at my new address. When I called for further information, I was told that they couldn't give me service at my new address and that I had to call Verizon. Didn't want to call Verizon - I hate Verizon. They told me that was my only option. Called Verizon, they confirmed that I couldn't get DSL at my new address because prior occupants had Fios installed. Signed up with Verizon since DSL extreme didn't offer fiber optic. Called DSL Extreme back to let them know that I did what they recommended. I was then told that since I canceled my contract with them, I had to pay the contract! Seriously?? I wanted their service - they said they couldn't provide service. Didn't they cancel the contract?? Now they have charged my bank account $253.69. They keep insisting that I canceled the contract. I don't think so!

Absolutely the WORST customer service ever - we signed up my sister-in-law in Sacramento 3 weeks ahead of time so we could go up from Southern California to get her started on email. We got 3 confirmation emails from DSL Extreme and modem mailed to her. Once we arrived..no service! After two hours on the phone they couldn't tell us why - just that it was in their "order" dept and they were closed on Sunday. Having to leave the next morning by 9 a.m. to get back home they promised to call us at 6 a.m. when they opened - not only did they not really open at 6 a.m. but had a recording they opened at 7 a.m. except at 7:15 we were still getting the recording they weren't open yet. Finally got another tech person but they couldn't get through either - by 8 a.m we gave up and cancelled the order.

Sadly we never got any service for her and had to leave - we couldn't even get a competitor to provide for another 3 weeks because DSL extreme wouldn't cancel the order with AT&T so that another order could be placed!

Took forever to get the refund on the modem once it was returned (immediately by the way) and then blamed OUR CREDIT CARD company...stay away at all cost! Unless you like being frustrated, lied to and disconnected!

I answered a add on dsl extreme because it was a cheap rate, and before I disconnected my primary dsl with Time Warner.

Because the purchase was more then 22.00 dollar I had by law in california 3 days to accept or refuse the offer regardless of the any other contracts they my have required me to sign. With in on day when I recieved the Modem it would not connect on line. First dsl extreme told me my problem was the telephone lines, and I had to have that fixed, I call and had a line check immediately, then the next thing the technicans told me it was my router, I when the next day purchased a new router, and till I could not get email, this was when I cancelled.

They said give a little more time and we will fix this, I agreed for just a few hours more. They failed I demanded they cancell, and then they told me I owe them 350.00 more because I sign up for 12 months. I explaine that not allowed by Cal laws, and I have cancelled two time, and you still are not listening. I sent them there Modem back and paid the shipping, and got a email confirming they received it. Then my credit card keep getting billed until I refused to pay any more. They collected almost 200.00 plus the installation fees, and Now they sent me a final notice or else I will go to collection. At this point I still will not pay that until I find a court that order this. Once I get a collection notice I am filing a small claim for the money they keep billing my credit card for. Nothing was wrong with the phone line, a added charge, nothing was wrong with my router, and I a added charge for a fast modem was 109.00 dollars more.