Verizon High Speed DSL Complaint - Resist the temptation of "high speed internet" upgrades offered by Verizon
I work from home and needed to move into a different room, so I contacted Verizon to add a new phone jack and would move my office as soon as it was installed. Verizon has been my phone company and DSL provider for over 8 years and I still had the Westell B90 modem. It was definitely an old model, but I had "no problems" at all until the "upgrade".
It sounded great! My bill would actually be less and my internet speed would be awesome!!!! The CSR on the chat line ordered everything for me and set the appointment for the install. I was excited.
The install was seemless. It turned out to be a friend that works for Verizon that came out and he is great. About an hour later.............that's when my nightmare begins.
The modem arrived and was easy to install. No trouble at all, EXCEPT the CSR failed to inform me that it would take 24-48 hours to "upgrade" and I would not have any internet access. This is a problem because my business relies on my communication via email and also maintaining my customers accounts online. When I contacted "support" is when I found out about the delay, and had I known would not have agreed to the new service.
The next day it got worse. I had to go to an internet cafe to reach tech support because cellular service in my area is horrible and my Verizon wireless card had poor reception. It started with a quick chat with tech support who told me that my service would not start until later that day. The only good thing was that when I returned to my office, the internet worked! Well sort of. My "high speed" was only 1/2 of what I was promised, but I was ok with that. it was much faster than I had, kind of.
So now, I am ready to get on the phone to generate new business and maintain accounts. THEN, the unthinkable happens..........my phone, which I have been using without any issues is not allowing me to dial out. THEN, the phone rang. It was a customer and it seemed that all would be better EXCEPT the call dropped at about 60 seconds. So I called someone in another office, and the phone worked!!! kind of.....it let me talk for 30 seconds, then we could not hear each other.
The great thing with companies like Verizon is that some of them have "live chat" for "tech support". The bad thing is that these people really are not technically savvy and are only referring to charts. THEN when they need to refer you to a "senior technical advisor" it's really just another person who will introduce themselves and transfer you to someone in the department that you need......well sort of. They definitely will transfer you, and about 10-15 minutes later, someone will answer, introduce themselves and ask you to tell them why you are calling......THEN they will tell you that they are not in the department that you need.
As the day ends, I've had 25-30 chats/phone calls and emails with tech support from Verizon and the company that provides the modem. It has been almost 1 week and there is no resolution, no email or correspondence with a "real tech support" person.
My recommendation is to resist the temptation for "high speed internet" even if you will pay less, BECAUSE you will pay more in time, frustration and if you work from a home office you will probabaly lose business.
Hold on, there is a call coming in. I hope that it last more than 30 seconds! I need a sale.