Complaint Review: DIRECWAY - Internet, Maryland

Seems like we all have the same story about Direcway. Only the names have changed..

Poor service, poor tech support, deceptive ads, ignorant billing departments and generally bad service.

My system, after installtion just quit working one day. Called Tech support, went through Voodoo like rituals then, nothing. Got transferred, went through some more black magic, then told I couldn't be helped but a level 3 engineer would contact me in 24 to 48 hours. After 48, I called back, yelled, got someone to call me. Turns out it was faulty installation but dumb level ones and level two tech support had no clue, though I suspected this. I literally had to prop the system up with a stick to get the dish aligned.. That was my first problem and the stick stayed up for 3 weeks waiting for the installer to come back.

Another problem, later on, surfaced. This problem couldn't be solved by level one or level two and the red phone rang for a level three engineer. I told them I couldn't wait so I found a level two who would go visit a level 3 engineer and get some advice. Nothing happened but that level 2 at least tried. A few days later, after a number of phone calls, I decided to tinker and fix the system myself. I was able to get an, albeit erratic, signal and surf the net for information on a self fix. I did. After 5 days, I still never heard from the level three engineer so I asked for for a refund. Nothing doing. I was offered a month's credit but no refund. I was, I think, verbally abused by some snot nosed "supervisor" who told me HE was where the buck stopped (Yet he admitted there were people that he reported to but he didn't know their names {except one).

See how crazy it gets?

Add in all the times my Direcway software (disappears) from my task bar and all the times my email won't work so I have to visit the mydirecway.com website to send tech support email only to get voodoo rituals sent to me.

And it gets crazier. The FAP kicks in erratically. If you haven't heard of this, it is the spigut on the hose being turned off when you download more than 169 MB in four hours or less. This FAP applies to everyone all day all night, though at off peak hours, 2 am Eastern to 5am or so, you can download 225 MB before your service is cut off and I MEAN cut off! I was reduced last night to 9 down. Yes, 9 down. I think that is less than 9600 baud (and it stays like that for 8 to 12 hours)!

I get no answers to my repeated emails though I get erratic responses with carefully crafted phrases or cut and paste examples.

My family is very frustrated with this system. We have asked for legal advice to get out of this contract that promises to wreck my credit if I don't cough up an early termination fee of $300.

It is sad to have to go through all this. All I wanted was fast uploads of pictures of the work I do (I clear land) so that my customers who visit my website could get updated pictures. I have come close to the upload speeds promised in the deceptive advertising. In fact, I got faster uploads with dialup at 24000 baud.

Be careful if you are looking for satellite uplink. You are better off asking your phone company for ISDN. Itis also available everywhere though you have to ask for it because the phone companies don't like to talk about it. My state, TX, requires phone companies to provide ISDN even out in the boonies where I live!

Jason

Pipe Creek, Texas
U.S.A.