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Internet Provider reviews in Everett

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  • It has been twenty (20) months and only now (September 2011) does it seem that a complete resolution appears to be on the horizon. I will also say that recently, they have improved somewhat in some areas, but only because I had to contact their Corporate Offices to complain. I moved to a new home on a Saturday in January 2010 and scheduled the move installation for that afternoon. They showed up the previous Wednesday instead. I called their office to complain and to their credit, they called someone in from vacation to do the job on the scheduled date. Their contractor, TriWire Engineering Solutions, performed the initial installation, not a Comcast Technician. However, because they showed up three days early, they also shut off ALL of my services and deleted my email accounts on that day. The cable was restored within a few minutes, but the Internet service took a few days to restore and it was a few days longer before they reactivated my email addresses. The phone service was not restored until a couple of days after the installation at my new address. The TriWire Engineering Technician was a complete unprofessional. A did a sloppy job of running the wire through and alongside the house, i.e., no support clips on the cabling; he drooped wire over hot water pipes, and crossed them over an exit door in the basement. A snow storm prevented him completing everything that day, but no one returned as promised to finish the job. I had to call them to get someone to come and finish the job, and a third time a few months later when I noticed that a new wire had not been run from he Pole to the house as was required. The TriWire staff does not care how good (or bad) a job they do; they are not professional and generally not especially knowledgeable, and do not follow-up on any promised work. They seem to care only about how fast they can get in and out of your house. Then there's the trouble with the TiVo service. The box and programming have not functioned properly since I got it. At first, it would inexplicably stop recording shows that I had set-up for "Season Passes" and I would have to reboot the box, a process that takes at least 10-15 minutes. Then it began freezing up - I was unable to change the channel or open the guide or menu screens. This required a hard reboot (unplugging the box for 60 seconds and then plugging it back in). In twenty (20) months, I have had to do this more than three dozen time. The Comcast Technicians were unable to resolve this issue, which occurred every 3-6 weeks and occasionally 2-3 times within a week. I finally dropped the service just this week and went back to the regular DVR service. It's far too early to say for sure, but this seems to possibly have solved the issue. Comcast is notorious for not returning phone calls or voicemail messages. For example, I have spoken to at least 30 different staff member, technicians and Customer Service Reps at Comcast since early 2010, at least 1/3 of whom were supervisors or managers (and no, this is not a hyperbole). They all promised on their mothers' grave that they would return my calls. Only one of them did, and even she only returned my first voice message; subsequent messages went unreturned. One evening, I called at 10:00 pm. when my internet service was out yet again for three days. After speaking to him for about 30 minutes, he said that he needed to speak with a high-level technician and he would call me right back. I explained to him that no one from Comcast thus far had ever bothered to return my calls. He promised he would not be like that - "I will not be like all they others" he said. "I promise I will call you back in twenty (20) minutes." He never called back either. My problem went unsolved for several more days. Other times, I'd be on the phone with a CSR, who asked for my phone number so they can call me back "in case we get cut-off". On three occasions, I was cut-off, and each time they failed to return my call. I have complained to them repeatedly about the lack of responsiveness to voicemail messages, all to no avail. When I moved, they offered me the so-called "Triple Play Package" at their "Introductory Rate", which was about $50.00 a month less than I had been paying at the time. My bill actually went up by $1.00+ a month. I did an online chat to inform them that I was being billed incorrectly. The online CSR stated that my rate was correct and I could look up on their website to find a plan that suited my needs. I informed him/her that I had the package I wanted; I just wasn't being given the "Package Price". This Rep ended the Chat by essentially hanging up on me. Following the chat, you get a box where you are asked to rate their service. When I got to the question that asks if I was satisfied with the service I received, I clicked on "no", and instantly my system hung up, and my Internet and email service was disrupted the rest of that evening. To resolve the issue, I had to write a letter to the Regional Vice President to complain. His assistant contacted me and acknowledged the error and said I would receive a credit of $189.00 within two billing cycles. My rate was changed immediately to the Introductory Rate, but it took another call to his office several months later to actually receive the promised refund. For several months after I moved, I kept getting automated calls about and ldquo;unreturned equipmentand rdquo; and ndash; equipment that I still had because I took it with me to my new address and then subsequently returned to them when they had to replace my box. It took about a dozen phone calls and a threat to contact the State Department of Telecommunications before these calls finally ceased. The TiVo boxes are, frankly, crap. They have both hardware and software issues that seem at this point to be irresolvable. I have had technicians come to my house at least eight times in the past year-and-a-half, with no resolution. Their prices are exceptionally high, and the constant rate increases far exceed the rate of inflation. There only compensatory offering seems to be to give you a free movie channel for a month, or pay-per-view/On Demand coupons. I insist upon a credit to my account, or extending the Introductory Rate, but it's like pulling teeth to get them to agree. I indicated above that "yes" I would use them again, but that is misleading. Have only one Cable Service provider, I don't have a choice, and Verizon does not yet have Cable or Internet service in my neighborhood. RCN was supposed to come to my City more than ten (10) years ago, but never came. So we're such with Comcast. When Comcast first took over from ATand T, they ran ads asking us to give them a chance to prove themselves. Well they did alright. They proved how totally inept they are at providing customer service, returning phone calls and resolving technical issues. Their own service technicians are by and large, friendly, knowledgeable and professional, but they are stymied by a Corporation who cares far more for their bottom line, then for properly caring for their customers. The quality of their service, i.e., the sound and picture on the TV and internet speed is exceptionally good. Their problem is customer service and responsiveness, not to mention their pricing structure.
    - Dana M.
  • I use Comcast.  I use them currently.  It costs about $230 a month. 
    - Carla C.
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Internet Service Providers in Everett

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