I never had Digis, as I knew they were awful already, and given the choice between them and Directcom, Directcom is by far the winner.
However, before Directcom, I was a customer of Rapidwave, and they had the most responsive tech support I have ever dealt with. They checked things out immediately, and had a tech over at my home the same day I experienced trouble. With Directcom, their second tier support is competent, but it took them over 2 days to even look at an outage at my home. Turned out to be a half hour fix at their side (Not even at my home). For over 2 days I was without internet, and there was not one person I talked to there who was sympathetic to my issues. NO ONE! They basically didn't care that I was down because it wasn't a wide-spread issue.
Given the choice, I'd jump back to Rapidwave in a second, even with their "Slower, less reliable speeds". I put that it quotes because they were actually more consistent than Directcom has been with speed. If I wasn't locked into a contract (there was no contract with Rapidwave) I would be switched back already. That's what Directcom does, they hook you on a long-term contract, and them provide sub par service, and you're stuck.
Suffice it to say, if I could leave Directcom without paying an ETF, I'd be gone.
Todd Ferreira - 12 years ago
I have had the "other" company (Digis) when we first moved out here to Eagle Mountain. They were horrible! We switched to Direct Communications 3 years ago and have never had issues with them. I have talked to people that have had power outages, but that is not reflective of Direct Comm. The office peolpe are really friendly, the tech support personnel are professional and acutally know what they are talking about. They fix the problem the first time, not after several attempts of trying to eliminate the problem like Digis would do. Keep up the great service!
Nathan Hatch - 12 years ago
I work in the IT field as well, and have set up many networks. I know my network is functioning perfectly.
Directcom routinely ignores reports of problems. Daily slowdowns, horrendous download speeds and sub par video streaming. I have most of my devices wired directly into my router, as I know that wireless networks can fluctuate and I prefer the stability that a wired connection provides.
I have their 20 mbps VDSL connection, as there is no fiber to the home in my area. It does not matter what time of day, but my download speeds are awful. Unless I multi-stream the download with the aid of a download accelerator I can never pull more than 300-400 kbps on a download. I tested and had my brother with his Comcast internet downoad the same file from the same server, and he pulled down over 2 MB/sec. Whose problem is that? Directcom's. But when I point it out to them with evidence of the problem, I'm ignored, they just say that the server I downloaded from has a download speed cap. Bullcrap. They have problems, and they ignore them, and the people that report them, hoping that we'll just go away. There's a good reason that 1 in 3 customers is dis-satisfied. There service is extremely sub par.
Mike Hock - 12 years ago
@Jon Alva - If you look at the 35% rate which are dissatisfied, you'll see that it isn't just Mike Jeffery who is unhappy.
DC claims to be no where near the bandwidth cap during peak hours. This is bologna. Their service may perform acceptably throughout the rest of the day, but the slowdowns around 5-6:00 PM are unacceptable.
It isn't my computer or wireless network, either. It is the sub-par feces DC is claiming to be high-speed internet.
I'm not sure what kind of "favors" you had to do to get acceptable service, but I don't think the general customer base would like to have to do such acts to receive quality internet.
Jon Alva - 12 years ago
In response to Mike's Comment:
We currently are subscribed to the 20 mbit plan in Utah and have fiber to the home. We consistantly get 20 mbits if we are hooked into our router via an ethernet cable. However, if you are always using wireless, those speeds will not be as high due to many factors. For us, it's around 10 mbits via a Wireless-N connection. I wonder if this could be one of the reasons your connection is slow. You may also have older hardware hooked up to your system.
As far as we go, we have been extremely impressed with Direct Communications service. It is far superior to the 'wireless' offerings of other competitors in our area. Btw, no, I am not astroturfing. I am an IT Specialist and know what I'm talking about.
I would recommend you make sure your hardware for both your router and your computer is up to snuff and that you don't have any nasty viruses roaming your computer.
Cheers.
Mike Jeffery - 12 years ago
Seriously? 36% dissatisfied rate? You guys need to fix this. Your download speeds are subpar, at best. The latency is awful. You guys seem to have issues with billing, more often than not.
Get your sh^% together and fix this. No company should ever be satisfied with these embarressing statistics.
I never had Digis, as I knew they were awful already, and given the choice between them and Directcom, Directcom is by far the winner.
However, before Directcom, I was a customer of Rapidwave, and they had the most responsive tech support I have ever dealt with. They checked things out immediately, and had a tech over at my home the same day I experienced trouble. With Directcom, their second tier support is competent, but it took them over 2 days to even look at an outage at my home. Turned out to be a half hour fix at their side (Not even at my home). For over 2 days I was without internet, and there was not one person I talked to there who was sympathetic to my issues. NO ONE! They basically didn't care that I was down because it wasn't a wide-spread issue.
Given the choice, I'd jump back to Rapidwave in a second, even with their "Slower, less reliable speeds". I put that it quotes because they were actually more consistent than Directcom has been with speed. If I wasn't locked into a contract (there was no contract with Rapidwave) I would be switched back already. That's what Directcom does, they hook you on a long-term contract, and them provide sub par service, and you're stuck.
Suffice it to say, if I could leave Directcom without paying an ETF, I'd be gone.
I have had the "other" company (Digis) when we first moved out here to Eagle Mountain. They were horrible! We switched to Direct Communications 3 years ago and have never had issues with them. I have talked to people that have had power outages, but that is not reflective of Direct Comm. The office peolpe are really friendly, the tech support personnel are professional and acutally know what they are talking about. They fix the problem the first time, not after several attempts of trying to eliminate the problem like Digis would do. Keep up the great service!
I work in the IT field as well, and have set up many networks. I know my network is functioning perfectly.
Directcom routinely ignores reports of problems. Daily slowdowns, horrendous download speeds and sub par video streaming. I have most of my devices wired directly into my router, as I know that wireless networks can fluctuate and I prefer the stability that a wired connection provides.
I have their 20 mbps VDSL connection, as there is no fiber to the home in my area. It does not matter what time of day, but my download speeds are awful. Unless I multi-stream the download with the aid of a download accelerator I can never pull more than 300-400 kbps on a download. I tested and had my brother with his Comcast internet downoad the same file from the same server, and he pulled down over 2 MB/sec. Whose problem is that? Directcom's. But when I point it out to them with evidence of the problem, I'm ignored, they just say that the server I downloaded from has a download speed cap. Bullcrap. They have problems, and they ignore them, and the people that report them, hoping that we'll just go away. There's a good reason that 1 in 3 customers is dis-satisfied. There service is extremely sub par.
@Jon Alva - If you look at the 35% rate which are dissatisfied, you'll see that it isn't just Mike Jeffery who is unhappy.
DC claims to be no where near the bandwidth cap during peak hours. This is bologna. Their service may perform acceptably throughout the rest of the day, but the slowdowns around 5-6:00 PM are unacceptable.
It isn't my computer or wireless network, either. It is the sub-par feces DC is claiming to be high-speed internet.
I'm not sure what kind of "favors" you had to do to get acceptable service, but I don't think the general customer base would like to have to do such acts to receive quality internet.
In response to Mike's Comment:
We currently are subscribed to the 20 mbit plan in Utah and have fiber to the home. We consistantly get 20 mbits if we are hooked into our router via an ethernet cable. However, if you are always using wireless, those speeds will not be as high due to many factors. For us, it's around 10 mbits via a Wireless-N connection. I wonder if this could be one of the reasons your connection is slow. You may also have older hardware hooked up to your system.
As far as we go, we have been extremely impressed with Direct Communications service. It is far superior to the 'wireless' offerings of other competitors in our area. Btw, no, I am not astroturfing. I am an IT Specialist and know what I'm talking about.
I would recommend you make sure your hardware for both your router and your computer is up to snuff and that you don't have any nasty viruses roaming your computer.
Cheers.
Seriously? 36% dissatisfied rate? You guys need to fix this. Your download speeds are subpar, at best. The latency is awful. You guys seem to have issues with billing, more often than not.
Get your sh^% together and fix this. No company should ever be satisfied with these embarressing statistics.