Verizon Complaint - Intermittent Sink Or Something More Involved?
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!