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.
EAST ORANGE, NEW JERSEY -- I wanted to drop Verizon wireless because I had retired and I am living on a fixed income. I couldn't afford it any longer. They told me I had to pay a surcharge because I was dropping it before my two-year contract was up. First of all they never notified me that the first two years were up before extending my contract for another two years. I told the girl that I'll pay the surcharge just to get my trio turned off. She told me if I got rid of my other amenities and kept my phone function until August of the same year they would wave the two-hundred-fifty-dollar surcharge and disconnect my phone.
I called back in August and asked to have my wireless phone turned off. They said I had to pay the surcharge and additional interest that accumulated, which came to three-hundred-twenty-dollars. After having several lengthy conversations with accounting representatives and their superiors I saw I was getting nowhere fast. I paid them what they asked over a period of time just to get rid of them.
My second run-in with Verizon was over my DSL connection going to my home PCs. I have been having problems with intermittent signal loss for over three-years. This problem had become more frequent this past six-months. It has cost me four-thousand-dollars in that period of time. I have an on-line business and my daughter almost lost her job because of Verizon's poor service. She works on-line. Their technical support in India was of no help over this period of time. They had only black and white scripted answers for my problem and none of them worked.
Calling them sometimes several times a week over this six-month period and getting the same choreographed answers was driving me wild. I then demanded to have them send a technician to my home and troubleshoot my problem. Again, after calling everybody within Verizon they finally agreed to send one. After two visits to my home he finally called a support group in Canada. They found I had a good carrier signal but the BOD-rate at which it was being sent was weak. They corrected it at the mainframe of Verizon's local office. It was alright for a week. Then it started again.
In passing, and by chance, I happened upon a person that used to work for Verizon. He told me that my problem stemmed from too many subscribers utilizing an antiquated hard wire system. For short, they were transmitting over our telephone lines, and at peak times during the day certain subscribers would be bumped. I told him I thought Verizon upgraded to fiber-optic system; at least that was what they led me to believe. He told me they misled me, and that they had no plans to upgrade my area because of the location of the utility poles in East Orange, New Jersey. The expense would be too great for undependable subscribers in my area.
Needless to say I dropped their DSL service also and went to a cable company for my high-speed needs. I could kick myself for not switching sooner. Cable internet is much faster and reliable. In so many word, it appears Verizon only cares about their bottom line when it comes to customer support and reliable service and to hell with customer satisfaction when it comes to the inter cities. At least that is the way it appears to me.
I hope Verizon read this and do something to correct these problems. One suggestion would be for their Canadian team to train their East Indian team and their Indian team realize they are dealing with US Americans, not The English. Our headsets are quite different. Thank you for publishing my complaints.
So I just got off the phone with the wonderful people at Verizon Online Billing Center (800) 567-6789. The reason I had called was I received a bill dated 10 months after my service began, informing me my 12 month introductory rate period was over and I was now being switched to their regular rate.
The reason this happened is, a year ago, I decided to take advantage of Verizon's $14.95 per mo. introductory rate on DSL. When I called to enroll, they told me I could only take advantage of the deal if I had Verizon phone service as well, so I went with a package of DSL and Verizon landline service, and cancelled my former phone service with Cox.
The problem began when Verizon never came out to hook up the phone line (required for DSL service). They were however, efficient at billing me promptly from the time I initially requested service. I had to repeatedly call to eventually get someone to actually come out and connect a Verizon phone line (I was told more than once someone would come out, but no one did); it was two months later when someone finally came to my house and connected service.
This entire two months I had been emailing people left and right from Verizon's "customer service" site, and phoned several customer service reps, trying to explain that I'm being billed for Verizon DSL and phone service, but no one has come and hooked it up yet.
Each of these emails either explained they couldn't help, or told me I had to call the billing dept. who would refer me to someone else, and so forth in an endless chain of explaining to me that my contract had begun, and that I was therefore obligated to pay.
Each phone rep gave me the same run-around, explaining there was nothing they could do for me, and ignored my explaining that I shouldn't have to pay for service that wasn't provided, and that I should be billed from the date my service began rather than the from day they began my service-less "contract," by repeating phrases over and over, such as "our records show your service began 2 months ago, sir," often in increasingly rude and berating tones.
When I finally got someone to come out and connect service, I cancelled my previous phone service with another company (Cox). Eight days later Verizon disconnected my phone service. That's right, I received only eight days of phone service before Verizon, disregarding of all my emails and phone calls regarding their billing error, disconnected my service.
So then I needed to get my phone service back. I called and reached a rep who steadfastly refused to even acknowledge the situation, even when I asked her if she thought it made sense that I was disconnected after only eight days of service. And, after--in no uncertain terms--letting me know she was no longer interested in taking my call. And after being asked if I could speak to someone else and explaining to me that "there is no one else," told me she could not help me if I couldn't give her my account number.
(I had called from work--remember my phone was deliberately disconnected which was the primary reason I was calling--and I didn't have my account number at the time nor did I remember it)--This, she decided, was her out--her means of getting rid of me. I told her I'd give her any other identifying information she wanted, but she repeatedly explained to me they weren't allowed to give out any information without an account number (which was false as I'll explain later) and kept repeating that, thinking it would end my call.
I tried to explain to her that I wasn't asking for any information--I didn't need any information--I just wanted someone at Verizon to have the decency to look into it and restore my phone service. I didn't even need to be the customer in question for them to look up the records on that customer, recognize the discrepancy between when I was billed and the date my service began, and amend it. The part about needing an account number was a not true, because every time I called a representative, the first thing they asked for was my "phone number or account number, please," and my phone number often sufficed.
To this day my phone delivers a very fuzzy service which Verizon blames on my residence despite my previous service (with Cox) being loud and clear, through the same wiring at my house. That fact still did not deter Verizon reps from blaming my home's wiring.
For some reason, after 11-12 of these encounters, I eventually reached a reasonable rep on the phone who credited my account for 2 months. I was so impressed that I asked to speak to her manager so I could give her a verbal commendation, and her manager told me they take such accolades into account at employee reviews. Still, after that experience it became obvious to me that Verizon had surrounded itself with layers of protection from its customers, especially the ones it was blatantly and arrogantly stealing money from, in the name of "service."
So, back to the present, today I called to ask for them to once again amend the discrepancy, since I didn't receive a full year of the agreed-upon introductory rate. And was again shouted down by a rep who, in proper Verizon customer service rep fashion, kept repeating to me when my "contract date" began, no matter how many times I tried to explain to her that even Verizon finally acknowledged my service began two months beyond that contract start date, via their refund.
And she also informed me there was no one else I could talk to, which turned out to be another ridiculous statement because a few minutes later she was putting me through to her manager with the parting words "but you WON'T be getting a credit!"
The manager who then came on the line began repeating the same lines about how their records show my contract began at such-and-such time and that further, I was "already refunded" the amount for two months of no service. I tripped him up in getting him to agree I was only getting 10 months of the twelve months Verizon's offer promised, but of course that was followed by, "but your contract started at such-and-such date, and we can't change that" mantra. I told him "they sure train you people well," and let it go, thus allowing yet another untouchable corporation steal my money. Of course there's a fee for early termination of the account.
From this experience it seems obvious that Verizon has purposefully and painstakingly erected layers of insulation from customers (those trying to prevent Verizon stealing from them anyway.) It's as though they've provided a rat's maze, designed to appear customer-oriented on the outside whereas you can easily go in (Verizon ads show a legion of supporters standing behind a customer, right?), but all the paths only lead back out. It's very difficult to find any genuinely responsive corporate contact information in order to effect any accountability. It seems customers can only reach these insulating layers designed for the one-way flow of money.
Verizon's priorities are revealed by the fact their billing division was extremely prompt, while their service to my residence was nonexistent, for two months. It's obvious to me after dealing with Verizon's email contact points and its customer reps that they're trained to dispense with customers as efficiently as possible, and to not allow any flow of money in any wrong direction, regardless of whether or not the customer has a case. I've read before they're provided incentives to implement this policy, which would explain the emotional and berating kinds of temperaments one can encounter from them.
It's telling how disrespected customers are these days--gone are the days where businesses' keys to success in the marketplace involved the adage of the customer always being right. I really wonder if Verizon would do better in the long run putting resources into providing service instead of these bastions of protection from customers. But I really doubt this isn't happening with their competitors as well.
Banks certainly operate the same way. The more layers of this one-way insulation they have, the more they can bank on percentages of customers not noticing they're being ripped off. Or if they do, another percentage will become frustrated or discouraged in trying to recoup their losses against this customer barricade and give up.
The vast majority of whom probably don't have the time or resources to take legal action for relatively small losses; yet all those losses multiply to amount to a not-so-honorable element of profit for large corporations, who are really being aloud to run amok these days in so many ways. To the point where they're heavily influential in writing their own rules beyond accountability to the general public; they really need to be reined in.
PITTSBURGH, PENNSYLVANIA -- Ordered Verizon DSL. Went with the 3mbps version. Install CD couldn't get past step three, setting up the account. An entire week of evenings on the phone with their tech support (nice people, were doing their jobs reading the scripts hoping to find a solution), not being able to get to the web. Hours and hours and hours. I was patient.
Promises of a tech coming to the house to sort it out (had help ticket numbers and everything). THREE DIFFERENT TIMES THEY PROMISED THIS when phone support couldn't fix the problem. Three different times THEY cancelled a home visit claiming they knew what it was. Sent me another router, at my expense. Told me that they had a mismatch on the hardware on their end. But never could get it to work.
They lied about the home tech. Never intended on sending a tech. Even told me that its not their company policy to send a tech. THEY DO EVERYTHING THAT THEY CAN NOT TO SEND A TECH! If you purchase their DSL, pray that you don't need a tech. They'd rather lose a customer. And they proved that... to me first hand.
Charged me for two routers. Won't refund $$$ for first one. Said its not theirs. Bought it from them and it has their name on it. Their phone filters. Its THEIR ROUTER! I'm stuck with it. Climbed the ladder to management levels multiple times. Then they told me to call phone support and ask for a tech for a home visit. You've got to be kidding me! Are these people for real? Their phone support was trying to help me to get a home visit. Management cancelled it!
After speaking with at least 8 techs, two managers, a final call with a sales rep, some DSL expert who wouldn't respond to my questions (I was hoping she could help) and some sort of manager who didn't listen, just kept talking until I interrupted him. I got very tired of the runaround. I cancelled. I called another broadband provider and guess what, they are sending a tech for the initial install. And they claim to not leave until everything is working.
Now maybe, JUST maybe, Verizon COULD learn something from this other provider. Or maybe, JUST maybe, they eventually will go out of business. Do they truly believe that they can go on treating customers like this? They may be BIG now... But sooner or later, I would have to believe that their customer base would grow tired of this type of poor treatment.
Oh yeah, they'll try to tell you its Vista, or its XP. Depending on which one suits their purposes of blaming it on the customers machine. I have two machines, both op systems, they blamed it on both. They didn't realize that I had the other one sitting there too. I have one laptop that had no problem hijacking a neighbors wireless router. They told me that machine has problems talking to a wireless router. Heck, they couldn't even get the direct line to work.
Do yourself a huge service, go somewhere else. ANYWHERE else. Verizon only seems to care about the quick installs that work right away. If there are any tech issues, they can't handle it. And they will drag you along for as long as they possibly can, trying to get you to pay for a service that you can't even yet use. And don't buy a router from them. If things don't go right, they just might tell you that you didn't buy it from them.
This is my experience with Verizon. It was a nightmare. You've been warned. I wish I had read the reviews. I would probably of had gone somewhere else. My stupidity. And I paid for it in time and $$$. Don't let that happen to you.
MARYLAND -- Verizon offers so-called dry loop or bare DSL in many locations, including my own. I was tired of paying so much for all my telecom services and decided to go all-internet using this broadband service. BIG MISTAKE!!
Here's the rough chronology:
1. Early October 2006: I requested conversion to dry-loop. I tell phone rep I would like to port home number to a cell phone. She says great, and asks me to go ahead and place the dry-loop order. But, once I place the order, Verizon reps say I can't port. Wireless company tells me that once Verizon has a pending order on the account (the conversion to dry loop!), they can legally refuse to release the number until the order is complete (so the wireless company can't initiate the port), and once the order is complete the number is lost to the consumer. Verizon does a great end run on my legal right to keep my phone number!!
2. Mid-November 2006: I continue to get phone bills from Verizon, so it looks like the dry loop conversion hasn't happened. I speak to DSL and phone customer reps separately (they don't talk to each other, so beware). Both reps apologize, issue credits, and after putting me on to a third rep, I am assured that this time the dry-loop conversion will be done right.
3. Right! Three days later I have no service. No phone, no internet, zippo! Over the next 7 days I call and speak with some 15-20 different reps, spending endless hours (at least 10-15) on my cell phone. Initially, the reps assure me that the conversion will be completed soon ... but they wouldn't be pinned down on a time or date. Some of them were trying to be nice, but had no clue what was going on. As I started getting more precise about a diagnosis and a service restoration date, the reps became elusive and passed me on to "someone who can answer that question better", which ironically was always the main automated menu. After being led around this rigmarole 3-4 times, I gave up and simply ordered cable. It's a bit more expensive, but I could place the order in 10 mins and I had service inside 24 hours (and yes, it downloads faster).
4. One would hope this would be the end of the story - already dreadful, but over at last! Sadly, NO! As soon as I got cable, I called Verizon (2-3 times) to make sure they cancel their order. Each time, the rep said "I'll need to transfer you to someone else for that" and (you guessed it) transferred me back to an automated menu. After tiring from this, I simply wrote to their local office, and to their CEO (Seidenberg) for good measure. I complained about my experience, asked to terminate the order, and (naturally) not bill me for the DSL service they didn't provide. I am still receiving charges for Verizon DSL on my credit card (in Feb '07)!! The CEO's office wrote back to me saying: "a thorough investigation was conducted. Your experience was not representative of the quality of service we strive to provide for our customers." Can you believe this!? They conducted a "thorough investigation" and decided they will continue to bill me (and they insist on the charges - including the ones credited by their rep earlier)!! Do these guys have any shame or decency left in them?
Now when I think of Verizon, I feel only revulsion. I did not think it feasible to feel such an emotion with respect to something as inanimate as a company. But I see that there are others with similar nightmarish Verizon experiences. To all others: BEWARE! BEWARE! Once Verizon gets its fangs into you it doesn't let go.
I have to tell you, the reason I cancelled my order was the result of a series of events. A Verizon rep came to my home on Dec 29th, 2006 and checked my phone line - he said it was fine, but was surprised that I had not received my installation kit. He advised me to call Verizon since I had ordered the service on Dec 11, 2006.
The 40 minute phone call on Tuesday the Jan 2nd, 2007, in which I was transferred from orders to billing to sales, then to tech support in the Philippines, all to no avail - in fact, the tech rep then transferred me to AOL - why? I don't know. I do not use AOL - I suspect there was a misunderstanding since he was hard to understand and I was apparently hard for him to understand (language barrier?).
At the time, my shipment of the installation kit was pending and all I wanted to know was "why is it still pending?" No one could answer my question and I was repeatedly transferred and placed on hold until I finally gave up. I tried asking the online chat my question and was told to call the same number I tried earlier. I call, but was told to call my local Verizon office since the "hold up" is due to the local office. I call, but went through another maze of automated messages and transfers to various departments.
I called the following day and received the same runaround, but this time I was told there was something wrong with my dry loop and a dry loop technician would call me back. I received a phone call later from a Verizon rep who told me that there weren't enough "slots" for DSL in my local Verizon, and that I would have to wait until someone cancelled their DSL before I could get Verizon DSL.
My order would automatically cancel and I should try again (i.e. place another order) in a couple of months. This was believable because I ran into a similar problem May 2006 when I tried to sign up for Verizon DSL and went through a similar experience of being transferred from dept to dept asking about my "pending order".
Then on Thursday 4th, I see an email stating that my installation kit is going to be shipped and my order will be active on Jan 12th. I call to verify this information and it is true, my order will go through after all. This means that I wasted some 2-3 hours or so on the phone the previous days getting useless information.
I realized that if something were to go wrong with my DSL service once I'm locked-in on contract, I would probably have to face the same nightmare customer service transfer game, in which no one really knows what the problem is, but will tell you "something" or transfer you to someone else who will tell you "something" or transfer you back to the dept you just spoke to.
Though I did speak to some rude Verizon reps, the majority of your representatives are courteous - simply ineffective. I decided that it was just too much to bear and cancelled my order. I pay a little more for my cable internet service, but the customer service I get from my current carrier is excellent. I will probably never sign up for Verizon "anything". Good customer service is important to me. Thank you.
I am writing this in relation to a posting by a new DSL user who was frustrated by lack of proper support by Verizon. My comments apply to Verizon only however they could apply to other companies as well. If you are installing DSL for the first time make sure you have installed the supplied filters on ALL phones in your household. This includes fax machines as well. Do not install a filter on the line that connects to the DSL modem. If you need more filters you have to purchase them as Verizon only gives you 5.
If your phone line has static or noise on it you need to contact your local phone office to have them fix it. DSL and line noise don't mix well. Do not attempt to install until you get the call from Verizon that your DSL is active. Next install the modem to the phone jack using the cord Verizon provides and then connect to your PC NIC port. It is not necessary to use the Verizon CD to connect. In fact the few times I tried to use one it never worked successfully.
Tech support can have you connected in about 5 minutes. Before you call make sure you have selected a username and a password. Write down some alternative usernames because chances are someone else is already using it. Now call the support line. Tell the tech the CD isn't working. They will step you though a manual setup. Write down the Verizon assigned username and password. You will need this should you ever replace the modem. The tech can step you through installing your own username and password.
Once you are connected you need to have the tech step you through accessing the firewall. New modems, even the refurbished ones, never come with the firewall active. Set the firewall to at least the medium level. If the firewall is not activated your PC could be 'attacked' within minutes and may become swamped with all kinds junk making it almost useless to you. Now if the modem is a wireless type and you don't intend on sharing your service you need to turn off the radio. The tech will show you how. The radio can be turned on later if you need it for a second PC.
If you will be using the wireless feature you will need to set the security features to prevent other PCs from using your service. You need to do this to protect yourself from someone using your line and possibly engaging in illegal activity. The activity would be traced to your line and you would have to prove it wasn't you. If your modem has WPA encryption then I highly recommend you use it. At least WEP should be available. The modem usually does not come with a user guide. You can visit the manufacturer's web pages and download the guide. Read it. You will learn how to correctly configure the modem for best service.
Now I can comment on Fios. The phone line isn't used for Fios. However, Fios is not a self-install project. Technicians have to do this. However as with DSL the CD isn't necessary. If the tech doesn't have your username/password they can call for it. The configuration is exactly the same as DSL from that point on.
I recommend that you visit www.dslreports.com and read the Verizon DSL forum (click on FORUMS at the top of the page) as often as you can. In there you will find out just about anything and everything concerning the service. Go ahead and register because eventually you may have a problem or concern. You will get an answer there in most cases faster than waiting on hold for Verizon support. You will also find forums on all forms of broadband services, technical discussions and lots of other subjects. No one will try to sell you anything. And it's all free.