The UX of DSL Speed/Service

I use DSLExtreme for my internet access at home.  I have been a customer for many years.  Not too expensive, good up-time.  I have been meaning to call them for 2 years.  The reason for the call was that I think I was over-paying.  I was getting 3 megabits download speed, but I was paying for a more powerful 6 megabit package.  It’s not a ton of money, but it could save me $10 a month.

They do a quick check and then say, “Ooops, something was set incorrectly that limited your bandwidth to 3m, try now.”  I did a speed test and lo and behold, it was twice as fast. 6 mbits/sec.  Upload speed was the same.

I really hated this experience.  Yes, I’m happy that it’s twice as much.  However, I want better service.  I want DSLExtreme to refund some of the money they should not have collected.  I want them to fix the problem two years ago.  I want them to feel badly.  I want them to care.

I still recommend DSLExtreme because they have a good service generally and all the others are no better.  However, I yearn for a world where people I pay money to, treat me with more love.

One reply on “The UX of DSL Speed/Service”

This is a known way that companies (especially phone, cable and internet) make extra money off their customer s in the hope that they won’t figure it out. Overcharge until the customer calls and then say, Opps, our bad. Sorry, but we aren’t going to pay you back that money we stole from you. It’s stealing and I’m pretty sure it’s illegal but they get away with it. Cell phone companies are the worst. Ever tried to figure out their bills…good luck.

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