Verizon - Installation is not included.
DSL for business - Complaint
WEYMOUTH, MASSACHUSETTS -- I did my research in finding a cheap option to get my credit card machine at the shop up and running. A phone line is surprisingly expensive, but DSL seemed like a good deal. And I could watch Netflix at work while not using the machine.
Verizon offered the best deal for it. They didn't ask for a contract and installation was included. $39.99 a month get me a slow service, but plenty enough for a credit card machine, and half the price of full-on wireless internet.
Someone comes into the shop, plugs in the router/modem combo, and leaves. I use the password and everything on the side of the modem to get online and it asks me for my Verizon email address and password. In the end, I'm on hold for two hours. That not an exaggeration, I put it on speaker phone after five minutes and it took two hours for that terrible hold music to stop. After that wait, they had to transfer me to two other departments before I told them just to send a person to my shop or I would cancel everything. They argued, I got angry, they sent someone out and I was online a few days later.
The worst part is the first bill. $358. Installation was $150, and they sold me the modem/router for another $150. The remaining $58 was the rest of that month and all of next month for internet, no complaint there. Even the $150 for the modem/router wasn't horrible, though it a fee that they just don't feel like telling their customers about, apparently.
But the included installation is $150. I called support, waited an hour and a half on hold, got transferred between departments a few times, and then I was told they would review the recordings of my previous calls and see if I was not in fact informed and call me back. Two weeks later, no call back, I call them and they tell me to wait. On hold for two hours, and I hung up. They shut off the service and bill collectors call me every morning, but no one will discuss why I am being charged for installation that was included. Won't say a word about it. The customer service email seems to be replied to using a bot that just says the same block of text over and over again.
Anyone who makes a reasonably priced alternative to the companies out today with better customer service would run the market in no time. All of the options are awful. Tmobile is the only company I've worked with that has been fair and straight forward, but they'll get bought eventually and warped.