Verizon Complaint - Verizon High-Speed Internet
I have had reliable DSL service at my home office for many years, provided by a small, local internet service provider through lines maintained by Verizon. Last week, however, I made the grave error of signing up for a Verizon high-speed DSL and voice package. The process was a disaster from start to finish, and is emblematic of the problems with a large, bloated corporation with no apparent centralization of responsibility.
First: Verizon seized control of the phone line from my old ISP fully two days before they were scheduled to do so, leaving me with no internet service at all. I rely on the internet as a freelance journalist, and my children use it for homework.
Second: When they hooked up the DSL service (at the Central Office) they connected it to a second (fax) line that I had asked Verizon, at the same time that I ordered the DSL, to disconnect. I could not get internet service from this line.
Third: When they hooked the DSL up to the correct phone line, they switched the wire pairs at the Central Office, meaning that I still had no DSL service. This took more than a week to fix.
Additionally, I never spoke to the same customer service agent twice, spent more than 5 hours on hold, and on four separate occasions the automated response system gave me telephone "help" numbers that were either disconnected or, as a stern automated voice told me, that I was "not authorized to use."
I finally called my old ISP and asked them to please regain control of the line, but it still took Verizon four days to get it right. Despite my insistence that nothing at my house had changed, they had to send a technician out to test the line, which showed that - as I had told them all along - the problem was with their Central Office switching.
Several times, the customer service people tried to sell me on Verizon fiber-optic service (FIOS), but as I pointed out to them, we don't have or want cable or satellite TV, and how can I trust Verizon FiOS service when their DSL service and installation services are so abysmally poor?
In fairness, Verizon offered me a $25 credit for my inconvenience, which just happens to be the cost of reconnecting to my old ISP. It's not nearly enough to compensate for my time or agita, but I accepted it.
In the United States we have been making the transition from a manufacturing to a service economy, but if Verizon's services in my case are in any way representative of this new economy, I tremble for our country.