For almost 10 years, we had wonderful DSL service from Verizon. Fast, reliable. Then on Sept 14, a voice repairman comes out and makes a change to some equipment near the demarc on our house. To be fair, it is their equipment, and it is on their side of the demarc. But now the DSL is dead. We tell the tech about it before he leaves, but he says he knows nothing about DSL. He calls 10 minutes later and tells us he "reset" our DSL, and to re-boot stuff in the house. Nothing. So he shrugs his shoulders and tells us we need to turn in a trouble ticket through billing. HE RUINED IT, but we get to make the call! We call immediately.
Two days later, and 4+ hours on the phone speaking to wonderfully trained and apologetic Indian speaking people (apparently every single Verizon # goes to India), I finally get hold of a supervisor that makes a call to the scheduled repair person that never did show up in two days (and I was assured MANY times that by noon, then by 4:00 and then by 7:30 "Don't you worry about that, Mr _____), and then the supervisor (Vanny) comes back on the line and tells me to Re-Order DSL. I HAD IT, IT WORKED GREAT, VERIZON RUINED IT, and I need to re-order it! She hung up after revealing yet another number that ended up in India.
I ordered the DSL, got put into a 2 week install queue. Told them, "Look, I teach an online college course, and it was Verizon that took out my DSL, please move me to the front of the line." So they moved me up from 15 days to only 8 days.
In 2 days they called the house and told us the DSL was ready. NOPE! not working. Called repair now, and told it will be a couple days to get somebody out. Got a call next day, said, it is now working. NOPE! not working. OK, they said, an actual DSL technician (what I should have gotten the day after it was taken out) will actually show up tomorrow. They did, and I finally got a tech that knew what they were doing. By late in the day on Sept 23rd, I had DSL back.
NINE days, (6+ hours on the phone, two supervisors, and a plethora of reboots later) after they took it out, I get my DSL back as new service. Now get this. Service worked up to the 14th, they claim it was turned on on the 17th, it actually started working on the 23rd. Billing says I only lost 3 days of service!!! AND while DSL was out, Verizon sends me well over 2 dozen emails (on two different sub accounts) on how to troubleshoot DSL. Hello!, DSL was out, how am I supposed to get these emails?
There is absolutely no one to talk to at this company. NO ONE!!! Can I reiterate, NO ONE that knows anything. They place notes on your account and tickets, there is no conversation and no knowledge of who, when, where, or what anyplace... When their stuff works, it works great. Hope you never need technical work at your home, though.
CRANBURY, NEW JERSEY -- During the spring of 2008, I decided to bundle with Verizon. I already had their phone service and it had been intermittently problematic but lately not so bad. So I ordered two cell phones, Verizon DSL, and DirecTV. The location is Cranbury, NJ. First let me say DirecTV is actually quite good. But, then it's not Verizon. Verizon Wireless is OK but I don't have a good connection at my house so I need a land line.
And then the problems. First, Verizon quotes you all of the discounts and bonuses you get to bundle. One was a $200 AmEx gift card from DirecTV. After never getting it, I called DirecTV and they said we do not offer this as part of the Verizon package. So, I called Verizon back and went through 3 different people including one woman who called me every week for over a month and never got me an answer.
Finally, I was told I was not entitled to the $200 because I was an existing phone customer. They don't care that their reps promise it. Over the last year, I have been lied to two other times on refunds I was supposed to get for all my troubles. And I don't even get most of the refunds for periods of service outage.
First the DSL: When it worked speed was OK. Not great. When it went out, a call immediately went to a service center in India. They run a loop back test and if it passes they cannot do anything more besides send you a new modem. They cannot dispatch a technician - they said they are not allowed. They are poorly trained and they waste your time with phone calls that offer nothing and they keep closing your service tickets which they are obviously measured on.
I have dealt with Indian tech support a lot and it is usually not very good but Verizon is the worst of the worst. Finally by calling a 978 number I was given a phone number in Ontario for a special group that troubleshoots DSL. They admitted the service center was inept and they diagnosed a hardware problem. Unfortunately with no spare parts and some trouble getting access to a remote terminal plus the Indian service center problems, I was without service for almost 3 weeks. I switched back to Comcast.
Then, phone service. In a 13-month period I have lost service 8-9 times. Once was townwide. The rest were all localized but even when it is townwide, Verizon insists nobody else has a problem. (They did the same thing on DSL when everyone was out. I actually had an Indian tech call my neighbor and conference her in to prove it.)
They have replaced parts twice the pedestal near my driveway. The current outage started on June 21 and they are sending a tech June 29 - 8 days. The excuse: "We've had a lot of rain." I am switching to Comcast Digital Voice. I am also waiting for my cell phone contract to run out to get AT&T. I will probably drop DirecTV, as well even though they have been good.
07666, NEW JERSEY -- A few weeks ago I contacted Verizon about moving my DSL service from Brooklyn, NY to my new Teaneck, NJ address. I later found out they had gotten the date of the internet cutoff in Brooklyn wrong. Fair enough, but this started a three-week nightmare, during which time I have spoken to literally 25 different people and probably been on hold a total of about 3 hours. First we're told we can't change the cut-off date, then we're told we can't get DSL in our house in Teaneck, we can only get FIOS, then we're told we can and do have a DSL service order for Teaneck. Then we call back and are told again that we can only get FIOS.
Before we can explain that we already have the DSL order we are put on hold again to talk to the FiOS department, even though we don't want FIOS. We ordered DSL and the order was confirmed several times. Every time we call there's a ten-minute wait on hold before the whole nightmare starts all over. I just called Verizon's toll free tech support number for DSL. This is the same number I have called 20 times to get my NJ situation straightened out. Now I am suddenly told this number is only for NY DSL, not NJ! So either this person is completely wrong, or the 20 other people I spoke to are all insane. Either way this mess is inexcusable.
I called the 800 number supposedly for NJ and was told to wait while a supervisor was found. Next thing I know I'm back in the voice menu again! Finally I'm connected with the FIOS dept and I tell the agent my story. He doesn't respond or apologize. He matter of factly sets me up for DSL and gives me a start date of February 6th, after I TOLD HIM I was scheduled for Jan. 28th and needed it that day. I ask him if he has heard ANYTHING I've said explaining the screw-ups I've endured and he claims he has but can't do anything.
He offers to connect me to another department so "we can ask them". I say, "'we'? Do you mean you're going to wait with me for them to pick up and explain the situation to them?" He says, no. "So I guess you mean 'me', not 'we', right?" "I guess you've got me there. heh heh". I tell him to cancel the order as Feb 6th is not acceptable at this point. I also tell him I am very unhappy with his service, and he laughs. At this point I hang up. I am sick over the way Verizon has treated me. I am switching to cable modem internet service as I've given up getting a straight answer from Verizon.
I just called OptOnline and in 5 minutes got my cable modem order set for Jan 28th, just two days away. It's a little more than DSL costs but worth it to keep my sanity and never have to deal with Verizon again. EDIT: February 16: Got a bill from Verizon for $106! So now I have to call them AGAIN to "cancel" the order I never placed. AMAZING. I am considering changing my Verizon cell phone service to another company so I never have to call that company again.
EDIT: June, 2009. Just received another bill from Verizon for a new month of service, despite the fact that I have twice called and cancelled the service! Did I mention I returned the DSL modem long ago, and when I call they always acknowledge they do have a record of that.
LYNDEN, WASHINGTON -- I was a very happy Verizon DSL customer for 4 years. In all of that time I lost service for a total of 2 days due to a broken modem. The service was sufficiently fast to online game, it was utterly reliable and I never had a problem. When I was laid off and had to economize, I discontinued my service for a bit. 6 mos. later I was back to work and restarted my service and the problems began. Immediately I started getting disconnected randomly (intermittent sink) and often. I would dial the number for technical support and of course by the time I had run the gauntlet of questions "press this, press that, did you try restarting?", the thing had come back up.
I spoke to customer service 5 times only to be told to restart my modem and computer... as if I hadn't already done this 100 times with no results. In addition, every time I got someone in an Indian or Pakistani outsource location who didn't seem to be able to do anything more than tell me to restart. One of them connected remotely to my computer, turned off my firewall, disabled my virus protection, reset my home page and search engines to the Verizon site (I'm sure that really affected my drop rate) and whom I literally watched searching the web for "speed optimizer" tests when they didn't seem to be able to get the Verizon one to work.
I explained 10 times, not kidding, that it wasn't the speed. It was the fact that it DCed AND that it wasn't my router, comp, etc. because the DSL light was flashing meaning it was losing connection with the DSL service. Finally I hung up frustrated.
5 more days of interrupted work and I messed up and hit the wrong number during business hours and got connected to billing. They transferred me directly to an American system where an extremely nice fellow listened to what I had done so far without having to run the snotty computer voice gauntlet, told me straight out that restarting my comp, etc. would do nothing since it was in the modem - DSL station portion of the connection and who ran several tests.
He opened a ticket concluding there was something going on. Before the Verizon employees jump out and scream foul, I had prior to calling changed the jack to modem cord in case that was it, tried a different phone jack to make sure that wasn't it. Reset everything a million times, moved it to a room with the only electrical device being the overhead bulb... literally everything. The fellow who spoke like he actually understood it opened the ticket and said within 48 hours the problem would either be resolved or I would have an appointment for someone to come out to my home to look further into the line issue.
I received a computer generated call to my home number (during the hours I had listed as work and given that number) on my voicemail. The message ate most of the message and I was still having the problem so I started over with CS. I got connected to Pakistan again and explained to 3 different agents that all I wanted them to do was look up the disposition of the now closed ticket and tell me what they had found. "Well... we first have to run a 5 minute test of your line to see... well, it's responding perfectly, you have no problem... it went down again, hmmm... okay it looks good now".
Finally I lost it and said "Listen, this is what I want you to do. All I want you to do and I want you to do it right blessed now! Just tell me what the techs found out." An honest 3 hours into this he finally said they had detected a problem with the line from the street and it had been repaired and my service should be fine now. I sit here now, internet having gone down twice since I started typing this, waiting for his 1/2 hour "line observation and return call". I swear, I'm starting to wonder if it's not just a throttling of bandwidth issue.
This seems to happen too conveniently and suddenly given my past positive experiences with this service to suddenly have problems repeatedly. Is anyone else having the same issues suddenly? How about after changing to the "faster" internet from the standard DSL (I was talked into it when I restarted my service)? I've spoken to several people in my area who have this service. 2 of them switched to the higher speed service and are having the same, exact problem when they had none before. Hell, we are still using the same modems, for Pete's sake!
MARYLAND -- Recently I had called Verizon to request my phone service and internet service to be split. I wanted DSL service to continue and phone service to be disconnected. This is called Dry loop service, which according to the tech guys and their website they offer in my area no less. I was transferred around for 45 minutes and then told that I was on the line with the right person to help me with my issue. I was given all kinds of bogus information about what they offered and how convenient it would be. I was told fees and asked for my credit card information for billing and everything that would be more convenient for them, and offer me, the customer nothing.
I was told I was in good hands. I was apologized to for being transferred all over and thanked sooo much for being a continued customer. About a week later my internet service was involuntarily interrupted. Why? I'm still being told there was a technical issue. However, the real issue was not technical at all. Instead it was clearly a lack of intelligence, lack of training and severe cases of pathological liars on the prowl. I have been back and forth with these morons for two weeks using neighbors' phones and payphones to try to rectify the situation. I am still waiting for my service to be restored.
I have talked to at least 3 people a day and been on the phone in total for no less than 1 hour and 15 minutes each time. I was even told to stay in my home one day from 8 am to 5 pm to wait for a technician that of course never showed up. When I called to find out what exactly the issue was and why I never saw anyone, I was again put on hold. Everybody that has to relate to the public talks with an accent that no one can understand and all they really do is repeat themselves and ask the same questions different ways. Like "hello" no I do not have a number that you can contact me back at, because you dumb ** you cut the phone off.
You obviously don't have to be a rocket scientist or have any knowledge of your duties to work there. Then I was so frustrated and tired to talking to people who really were not getting it. I asked to speak to a supervisor or manager and Mr. **, yeah that was the name of the one I spoke to. He was just as dense and more of a liar than the rest. I was told that since I didn't have phone service anymore and no other way except email to get to me, he would contact me via email within 24 hours letting me know the status of the decision to expedite my service date. Guess what, it never happened, no email, no service.
What are they doing. I tell you what they are trying to cover their own ** by stalling until the 15th of September, when Fios comes to my area. Why because the dry loop. They were offering cannot be done until then. Did they tell me that, NO! Did anyone fess us and say “Well Ms. if you want this service it cannot be up and running until mid September”, NO! So here I am a single work at home month who has lost income each and every day that my service has been down. Am I being offered any type of compensation, NO! Did anyone say “Well here is an alternative until, because we messed up”, NO!!
So let's recap... I was promised a service two and a half weeks ago that I never got. I was given the run around, lied to, transferred profusely from sales to tech support to customer service, spoke to managers, technicians, superior clucks and some dumb ** and still have no internet and no phone service. 'Verizon' the main telecommunication service provider in the North Eastern United States.
A major cellphone provider and internet service provider especially here in Maryland. They obviously hire whoever walks in the door and train them to give misinformation and no compensation. They do not have to take responsibility for anything that they do but I guarantee you, when that bill comes guess who has to be responsible enough to pay it and on-time at that. Had I been properly informed the first time I would never had cut off my phone service or changed my internet service until the proper date that it would be available in my area. How simple could that be.
Thanks Verizon for showing me just how lackadaisical, irresponsible and fluent in the world of dumb ** you really are. One thing I know for sure, when the bill is due, I will stall you for about 2 1/2 weeks and let's see how you appreciate that.
LOCKPORT, NEW YORK -- On 7 Aug 08, I cancelled my Verizon DSL service for multiple reasons, the primary one was that I had problems with the line and their customer service was lousy. The following week I migrated my home phone number to a cell phone service, and disconnected my Verizon home phone. On 21 Aug 08, I received an automated call from Verizon, at my work (against my specific request that they not use that number), telling me there was some problem with the disconnect and to call a specific number.
I called the number, spent 10 endless minutes in voicemail hell, and then was connected to a customer service agent. This agent spent another 5 minutes quizzing me regarding my account (asking for the same information I had just been prompted to punch into the voicemail system for apparently no reason), and then told me I had reached the wrong office and would need to call another number. I refused and asked to speak to a supervisor. After several more minutes arguing with the service agent, she finally agreed to connect me to a supervisor. After another 10 minutes on hold a Miss NAME REMOVED got on the line.
After re-explaining my issues to her (apparently my 10 minutes on hold was not used to communicate anything to her, and the notes taken by the 1st agent were not available to her), she agreed to contact the DSL Billing department. She contacted them and had an extended conversation with a Mr. NAME REMOVED of DSL Billing. I was on hold for another 15 to 20 minutes. At the end, they were unable to resolve my issue that day and requested that I allow them to call me back the next day. Mr. NAME REMOVED committed to calling me at 1:00 PM the following day with a resolution.
I agreed, and asked Miss NAME REMOVED for a call back number for her in case Mr. NAME REMOVED failed to call me back. This entire process took an hour. On 22 Aug 08, Mr. NAME REMOVED failed to call me back. At 3:45 I called the number given to me by Miss NAME REMOVED – 890-1550. This number placed me back into a call center (She intentionally and knowingly deceived me by giving me a number she knew I would not be able to reach her on). There I was told by several employees that it was against company policy to connect me to a supervisor. I called several times, because I kept being disconnected.
The employees were unbelievably rude and argumentative. In particular a Miss NAME REMOVED was extremely rude (and given the typically poor treatment received from customer service agents at Verizon, for me to single her out is a particular honor to her skill at pissing off the customer.) Finally, I called the 1-800 number from the phone book, and after another frustrating 15 minutes, was connected to a Miss NAME REMOVED at CSSC.
She took some information from me and put me on hold. I was mysteriously placed back in voicemail, had to go through the entire process again, and then was connected to a Mr. NAME REMOVED at DSL Billing. Mr. NAME REMOVED did not have any previous information collected at great length from the previous agents, and needed the entire story again before he would assist me. He then connected me to a supervisor – Miss NAME REMOVED – Online Billing – reference number – 203068396. Miss NAME REMOVED could not explain to me how I ended up in Online Billing when I had requested DSL Billing by voicemail.
She did not know, and could not contact Mr. NAME REMOVED, Miss NAME REMOVED, or Miss NAME REMOVED. She was able to resolve the cancellation issue, but was unable to offer me the second month rebate promised to me on a previous service call that I had not received. When I asked her if she did not feel the 2 hours I had spent on the phone trying to resolve Verizon's error was sufficient aggravation to warrant a rebate as an apology, she told me she was not authorized, and there was nothing further she could do.
She was completely unconcerned that I was upset. I asked her if there was another level the call could be escalated to. The answer was "no." Apparently there is no one in the company above minimum wage who is willing to speak with the customers directly.
It is clear when calling Verizon that their service agents have a standard playbook of problems and resolutions that they are unable or unwilling to deviate from. If your specific problem is not covered in the playbook they send you on an endless round of other numbers in the company. No information from previous phone calls is ever available to the latest agent reached, and the whole process must be done again. There is no accountability for the service the agents provide because they cannot be identified.
They'll give you their name, but without fail the next agent you reach does not know who they are, or where they work, and the new agent does not feel obligated in the least to address any wrong information or misdirection caused by the previous agent. If you push hard enough, the typical response is a disconnect. I can only surmise that this is a policy designed to discourage customer complaints.
If your problem is in the playbook, they have one standard, poorly fitting, solution for all customers. It is made clear that the solution is a take it or leave it option. There is absolutely no escalation process. The agents make it quite clear that if you are still dissatisfied, that's just too bad. I really cannot articulate loudly and clearly enough what a poor, rude, and thoroughly aggravating and dissatisfying experience Verizon Customer Service is. Their service is poorly operated, overpriced, and comes with the worst service outside and Airline that you are ever likely to encounter.
BROOKLYN, NEW YORK -- I am very upset about the non service I receive and point out that their so called technicians are clearly working against the company and the customer. I've tried to get through the line, when my connection was down at night waiting 1/2 hour on the phone to be hanged up on. This happened 3 times, was never able to get through the supposedly 24/7 help line at night. The other times I just don't want to waste my evening on the phone so I just ask my neighbors to share their signal.
So I've called in the morning, when I can get someone on the phone to be told that they cannot help me because at this moment my connection is working. I try to send emails to online support and get bogus generic answers in return. I'm quite familiar with computers and networking, I've tried everything mentioned on their website to fix the issue and it's STILL not working and NO ONE can help me???
I am not willing to pay for a service that works only sporadically especially not at the inflated rate I had to pay for my first month. It's kind of like going to a restaurant ordering a steak and only half a steak comes out of the kitchen but we're still going to make you pay for the whole steak... Unheard of.
Now that's memorable: I have a problem with my Verizon high speed internet and I receive "live chat" answers about Verizon One... good job people. Or wait, am I communicating to a computer I thought I was chatting "live with a technician" as falsely advertised on their website as usual. I've already restarted modem, checked the cables and plugs, every day I've got to do it about 10 times.
I just spoke to another technician who couldn't help me on the phone. Right now, my connection is fine. Later on today, the modem is going to blink red, then go completely dead until sometimes when it's going to come back up. It's of a GREAT inconvenience, especially when trying to upload files on FTP or watch a movie online for example. I try to watch a Netflix movie online and it tells me my connection has stopped, or that my connection is too slow to watch a movie. Am I not paying for high speed internet?? And this happens EVERY NIGHT because EVERY NIGHT I still hope that something miraculous is going to happen like a working internet connection for instance.
I have been extremely disappointed with Verizon service so far, interesting how the advertised price is only $24.99/month but I've just paid a bill for 120 dollars for my first month of "high speed internet" which is high in price but very low in internet and competent service. I have had to ask to use my neighbors signal at night for a month now because my connection stops. And the person on the phone told me he/she couldn't help me??? What am I paying for then.
So far my 3G phone has had better signal in the evenings than your supposedly high speed internet. I have had high speed internet in the past through Comcast for about 8 years and NEVER NEVER had a problem. Once in a while I would lose signal but not 10 TIMES A DAY. Very unfortunately I had to switch to Verizon because I moved.
Also thank you Verizon for jacking up my phone bill with the extra 40 minutes wait on the line to get through someone else, after which I finally decided to hang up, OBVIOUSLY I was not the only one having problems. Please someone be a real technician and not paid to waste my time. Thank you.
PS: By the way, to the amazingly competent technician who swore to me that my connection was working fine: since I've been writing this letter, my connection stopped twice already had to reboot modem and router. So I am starting a log of these interruption of service. Maybe next time you will believe what the customer tells you.
BONHAM, TEXAS -- Verizon DSL has recently hiked their prices 10% and halved their speed. Connection speeds drop to a few bytes per second regularly at peak hours. That was not a typo, I said BYTES! You get a lost connection every other week or two that requires you to turn off the modem for three hours. Ridiculous. You might as well go dial up. It's almost the same peak speed, and MUCH more reliable, and a hell of a lot cheaper.
UNION, NEW JERSEY -- I've been a landline customer forever, signed up for cheapest $15/mo 1Mb DSL in August 2011. I've had problems with landline before, mostly very bad static and I could faintly hear my neighbors (we both use corded phones). Static happened on and off, at times for longer than a month. Before I learned from Verizon static was due to stress on faulty wires outside I had to waste hours on the phone doing automated line tests and troubleshooting.
I checked internal phones and wiring and could not find any problems internally. Still hesitated but asked Verizon to send a repair tech. Turned out problem was with the wiring outside. Still get static on the line occasionally. No interference with neighbors.
When first signed up for DSL my speed was around 800Kb. Due to static on the line I could not get 1Mb as advertised and customer service told me anything over 500Kb is acceptable speed and within the range. Line/wires can't handle faster speed. Also DSL disconnected randomly. My new modem was replaced with the same model but disconnect issue was not resolved.
CS never offered to inspect the line out on the street until one day CS person told me I'm paying for 1Mb and no reason why I should get less, sent out a tech, again problem was due to faulty external cable. That was taken care of but within a few days DSL disconnected randomly, but only for a few minutes at a time. Lately I've been getting static again and more frequent and longer disconnects. Extremely annoying.
Does Verizon offers better quality service in larger bandwidth plans and tries to get customers who don't necessarily need more bandwidth to sign up for more expensive plans? This is only a temp setup for me. Will dump Verizon DSL and landline as soon as I move out of this area.