A Letter to Verizon
NEW YORK, NEW YORK -- In order to save money, I decided in July to transfer my account from Cablevision to a DirecTV/Verizon package. A decision that I since regretted.
-The Start of Service- I received, as promised, a wireless modem and a CD install disk complete with instructions. I followed the directions and completed the installation successfully. I noticed that my internet was stalling quit severally. The light on the modem, labeled internet was out. This led to the first phone call with the trouble shooting desk. They ran a line diagnosis and sent a signal to the modem. Presto, the light was on and once again I had the internet. I got off the phone with the help desk and resumed my internet activity. Ten minutes later, the light went out and I again called customer service/help desk. Mind you, this is not an easy task. I am passed from department to department and left on hold for several minutes without a representative coming on the line to check on me. At times I felt I was forgotten and I will waste my time on hold forever. After working a full day and only wanting to relax, this ordeal is quite frustrating. Again, a representative made me go through the same steps as before, which included notifying how many lights are on the modem, turning it off, unplugging it, plugging it in, restarting the computer. This of course made the 'internet' light appear and the internet working once again. I again resumed my internet activity and again, 10 minutes later, I was unable to proceed to the next page of a website. The light labeled 'internet' was out again. At this time it was late and upset and too tired to deal with someone that only listens to half of the issues. I turned off the modem and went to bed. The next day, I woke up and I turned on the modem and my computer hoping that I will be able to check my email and to read the news when I got out of the shower. I jumped in the shower and about 45 minutes later, I looked at the modem and the light was on. I was happy and sat at my computer to check my email and read the news. Within 10 minutes, the light was off again.
I made several phone calls to Verizon within several weeks, I was even credited a portion of my bill. I spoke to several customer service representatives, who tried to be helpful and some that are down right rude. I have been hung up on, told that my cord or my computer are the issues. I have gotten so many stories and promises, that I stopped paying attention. Finally, I had a representative inform me that the issue maybe a line problem or a 'hub issue' and schedule someone to come out to have it tested. After making an arrangement for someone to be present at my apartment during the 6-8 hour window, as requested. The outcome; no one ever showed up. I was told that someone was able to gain entrance to the area where the internet cable was and there was no need for someone to be home. That was a wasted day! I am not convinced that anyone came to check the lines, because nothing changed. At this time, I would use my neighbors internet or use my phone. Finally, I realized that all I had to do was restart my modem every time the internet went out. Fine, this was my only option. I was sick of calling customer service. I learned to make due without the internet for personal use mostly. My neighbor's internet connection was rarely reliable because of how far it was from me. I pay for a service from DirecTV for demand movies and T. V that has never used, I was unable to play video games on my Wii online, I was unable to update my daily podcasts on Itunes and stopped returning most personal emails. Now my mother calls me instead of emailing me. Not good!
Please note, my DirecTV guy (the person who installed my service) stated that I should cancel service with Verizon and go back to Cablevision because of the issues I was having. He said that he experienced the same issues and could not take it anymore. He said he had better luck with a a data plane with his cell phone carrier.
Finally, the best thing ever happened for me and cured my internet issues at last. A tornado went through my backyard. Yes, a tornado in Brooklyn, NY. This led to the wires from the building to be pulled off my building. I was 100% without internet for several days, I believe about 10 days. I had to wait for a technician to come to my building and repair the damage. This was after several phone calls. I was hung up on twice, transferred all over the place and at one point was told I was responsible for the repair costs. Finally, I got someone on the phone who wasn't a complete moron or at least cared enough to give the right info. I again set up a time, again I had to arrange someone to be available for a 6-8 hour time window, so the Technician would have access to my apartment. I was told it was mandatory because if no one was here, my internet would not be repaired. I knew from before that I had little chance of someone needing someone home. I did not want to risk it, so my brother was home. No one showed up, but when I got home the internet worked! I no longer had to restart the modem several times an hour, it was still slow, but it was more manageable. The date of the tornado was September 16, 2010, I believe the internet was back up and running around September 27, 2010. I am not 100% sure of these dates, because unfortunately, I did not think I had to take such detail notes when speaking with customer service.
October 24, 2010- I was happy with the service. The internet was working correctly enough (it is slower, but why complain) and I was looking into adding a house line. While online, I realized that I am being charged too much for my bill because someone has failed to bundle my service with DirecTV. We will go over that shortly.
I placed an order to upgrade my internet to a higher speed, because with the home line it was the same price. I also ordered a land-line.
November 4, 2010- I no longer had internet. I made several phone calls, I was hung up on. I was told that a technician removed my DSL as per a work order, I was told that there was an outage in my area, I was told that there are no issues on Verizon's end, it was because of the cords inside my house. (Nothing was moved since everything was first installed.) I had to make several calls, complaining, threatening, begging and pleading for these issues to be fixed. I sent an email through Verizon, did the chat option on the internet. I was left on on hold for 20 minutes at a time. Finally, it was confirmed that the technician did remove the DSL. I am not even sure if that is true, because I was fed so many stories. I was promised a technician visit, which I believe was made but no one knocked on my door, the internet was still out. I was told to leave my box on at all times. I had to make phone calls at work, while on lunch and in the evenings after working a 12 hour day. Finally, I was told that I need special filters, so I ordered filters and waited for them. I installed the filters and the internet still didn't work. I had another appointment which no one showed up for. I was told that I was contacted to confirm this appointment and because I did not respond to this phone call my appointment was canceled. The only phone call I received from Verizon was a prerecorded message thanking me for choosing Verizon. After several more phone calls and restarting the modem and checking the cords, replacing all the cords, buying new splitters my internet was still not working. Again, I made another appointment. They said it was supposed to be for last Friday. No one showed up AGAIN! I was told that there was no need for an appointment because the issue was again at the HUB, but will be contacted later to make an appointment for someone to take a look at the modem.
November 23, 2010.- I received a phone call stating that a technician was on it's way to my apartment. I never made the appointment! The caller had no record of me making this appointment! I told them that no one was home and there was no way for me to leave work for a technician that may or maynot show up in the next few hours. Everyone I know was working or unable to go to Brooklyn and wait for a technician. I asked to speak to a manager, the representative placed me on hold for about 10 minutes then they hung up on me. I then called the âExecutive officeâ to make a formal complaint, I spoke with a rude gentleman that was in a call center in the Midwest, despite the fact I called a 212 number and my office is about 3 miles from the Verizon building. He listened to me for a few minutes as I recount my issues and he asked me I would hold. For the next 15 minutes, I was on a silent hold. Please note, it was about 12:30 pm and I am in the middle of my work day. It is the week of a long weekend and I am slammed. Finally, he came back and said he found someone for me. He then transferred me to a Customer Service Representative, he just transferred to the people I was calling to complain about. Not even a manager. At that moment my boss came into my office for a meeting. Also, the same guy who informed me of the visiting technician called my brother who also informed him that no one will be home. When I came home, there was a tag on my door stating, âSorry we missed you.â That tag is probably the most upsetting. Where were they last Friday when they just didn't show up. I am charged $50.00 if I don't show up for a doctors appointment and I get a late charge if I send out a payment late.
Billing Issues- I signed up with DirecTV and Verizon at the same time. I was supposed to get a my services (both DirecTV and Verizon) at a low price plus a $100.00 giftcard from Verizon to be given after 60 days of service. Several calls to the billing department later, I was told I must have been lied to and there is nothing that can be done. My service was never bundled for the July, August and September bill. I didn't realize this until very recently. Now I am supposed to be on the $84.99 plan. This was Verizon's responsibility to bundle my package as per the most recent Billing Representative I spoke to. On top of that my internet was supposed to be $20 but I was billed $36.00 dollars. Which I was unable to pay because when I went online-it said it was a zero balance and I am never available to call during the day because of my work schedule.
Other People's Issues- Several years, my mother decided to switch from Road Runner to Verizon. She had similar issues. She is again with Roadrunner and vows to never use Verizon high speed ever again.
A few years ago, I had a neighbor in my former building that came over begging to have access to my internet because his was down and he had to email something that was due. He told me how many issues he had with the service. I recall it being Verizon. These issues made me remember that.
I told my friend about Verizon's cheap internet. She decided to sign up with Verizon. She is located in the Soho neighborhood in Manhattan and was having many of the same issue as me. She was almost crying over the frustration she was having with the support and the ongoing issues. We have not talked about it lately, because she has been in California for the last 45 days. I am sure you will get an email from her sooner or later. Maybe she will do a write up about her issues. She is P. R. Manager for Tech companies.
How this has affected me-
This morning I left the house at 8:30 am.Â I have to ride a crowded Subway to a my office and ride a crowded elevator to my cramped office.Â I work non stop until about 8:30.Â I then climb back on the Subway and head home.Â I sometimes don't get home until well past 9pm.Â All I want is to be able to use my computer, download my podcasts, email relatives and follow up with work emails. Instead, I am dealing with Verizon until it is time for me to retire for the evening.Â
This internet is not just for play, often I am stuck doing last minute weekend and evening projects.Â My roommate has to work from home two days a week, my brother is studying for his final exams and his wife is unable to call home to her country without being able to plug into the internet.Â She has not spoken to her relatives via phone for weeks.
Several months ago I had a emergency and an contract needed an additional addendum and needed to be completed right away. Once I completed the contract, I attached it to my email and it would not send. My internet stopped working. I restarted the modem several times to no avail, this is being done as my boss was yelling at me for having such awful internet service. He stated that he needs me to be available and reliable for these kind of situations and I was not convincing him of either because of my internet problems. I had to knock on my neighbor's doors, to try to gain access to their internet, but none of my neighbor's were home. I had to go outside with my laptop to locate an open and unsecured internet access, just so I can send out that contact. My boss was displeased with how long it took, and using the excuse of âVerizon sucksâ is like saying, âMy dog ate my homework.â My boss also suggested that I cancel my contact with you and find a more reliable service.
Over the last several months, this has been a huge inconvenience for me and my brother and his wife. My brother told me not to go with Verizon, now every time it goes down and I am on the phone with Customer Service, he always says, âI told you so.â I have wasted hours on these ridicules issues that could have been taken care of months ago or within one phone call. I have been on the phone with your employees for hours, I have been lied to, ignored and laughed at. I have been so frustrated at times, that I actually cried to a representative because I was just tired. I am still tired. I am tired of being taken advantage of and lied to.
I am a customer of Verizon that has been lost in automated systems and lost internet connections. I have been treated like Verizon is doing me the favor. I pay for a service and I deserve to have that service work. Since the recession, I have made a fraction on what I used to make. Every penny and every minute is important to me because I have less of both. I am the one that is working for twice as hard for half as much.
I am writing this letter in hopes (almost begging for resolution of all these issues.) I want an apology and not a canned response that I am so used to getting from your team. I deserve the same service as everyone else and I deserve to be respected. I entered into a contract with Verizon and I do not feel that Verizon has taken our contractual agreement seriously. I can't believe that this issue has come to this, but I am going to see this through. I want my small consumer voice to be heard and I demand to be acknowledged. I feel that my paying for such service since July is unjust, especially with the time I have put into these issues.
Please note. I will do all that I can do resolve these issues. Please note, this letter will be mailed certified to your office.