Verizon Online DSL Technical Support horrendous

E-mail support is useless, had chain of messages with them, answers
I've got for questoin "I'm not receiving bills":
1. we didn't find answer to your question
2. reference to FAQ
3. suggestions to use their useless help site
4. repeated suggestion to use their useless help site

Are they adequate?

Hello "Fix My DSL Service"

Maybe you have spoken with the wrong technicians. I will agree there
are some pretty bad ones out there. If you call for Tech Support, and
the person can barely speak english, HANG UP! They don't know what
they are doing. Some of the people on our call center floor are still
in training.. most only go through about 4 weeks of call training,
never having seen a computer before in their life. I will agree, some
of the techs here at Verizon are completely stupid. But there some
techs up here that have been doing this job for several years and are
seasoned in the process of getting our DSL customers back online.
First of all, If you call and the tech stutters over their opening
statement, ask for a supervisor. If the person cannot speak english,
asdk for a supervisor.
Please do not criticize our apoligies, and inconvenience statements.
These are things that we have to do. If we do not include these
statements before we even attempt to help you with your problem, we
could lose our jobs. (which of course some need to) but i believe i am
pretty good at whta i do, and i have helped so many people. Between
all of the abusive calls i have taken, and all the angry, and
unsatisfied cusomersthat call, i have helped each and every one of
them get online. and the key to getting online, is to cooperate, and
follow each step we have you follow. We have our reasons for doing
this.. (some of us anyway) some people just lead you around in
circles.. power cycle the modem.. ok did that work.. ok do it again..
this time hold the button in for 15 sec. and you know exactly what i
mean. resetting once is enough.. if you have already done it, and the
DSL light is stlill blinking.. there is no reason to do it again.. it
just frustrates our cutomers, and us at the same time. I hate
repetition, and im sure im not the only one, so why would i force that
on someone i don't know anything about. the only thing i know about
the person that calls to tech support, is that something is wrong, and
it is my job to fix it.

Verizon Online Front Line Agent

And Verizon says that their DSL can compare to COX cable internet
(which I use). Pfft.

For anyone coming across this old post, and having similar issues,
call 1 888 899 9559 to give feedback on any issue you are having with
your Verizon DSL. They listen, understand, and can offer assistance.

verizon Technical Support?? WHAT technical support??!! What a joke.
No, what an insult!

Verizon is a great example of why we need to go back to the old
drawing board and break up these monopolies again.

My DSL service has been down now for THREE WEEKS and every call to
Verizon results in the same script-responses, no results, and me
paying for a service which I am not receiving.

And today, I call yet again--stupidly, hopelessly, I know--the day
after Thanksgiving. Guess what? Verizon Tech Support which is listed
on the Verizon website as being available 24/7 is....you guesed it:
"On holiday."

Verizon SUCKS and if I were not limited to just Verizon, the only
provider in my area, I would long ago have dumped them.

---Robert, Ticonderoga, New York.

We got Verizon DSL about a month ago. So far so good, no real
problems. However that is not the story with our Verizon local phone
service. It's constantly giving us problems. It was out for 4 days the
week before last and 2 last week. Each time we were told the problem
was within their network and each time we were lied to by reps and
given the run around. My hubby wrote a complaint letter to them from
this site, and it was completely ignored. You will probably be
completely ignored as well, sad to say.

A hint that might help you..do you have a cordless phone or other
electronics near your modem? That could be the cause of your problem.
Cordless phones, esp 2.4ghz ones, interfere with DSL modems. Try
moving the modem away from all such items, it might help. Good luck!

That's almost horrifying.

Nothing makes me grit my teeth harder then being on the phone in
customer service heck. Ok 2 hours on the phone and then they hang up
on you?! That has me throwing my hands up in frustaration just READING
it!

The sad thing is, that Verizon will probably scan this and then send
you a canned letter. It's just too big a problem to bother fixing.

If you're looking to switch, Comcast is great! I've only had minor
problems but they've always been helpful.

I agree, Verizon is terrible. I have ordered DSL into almost 700
sites around the country and Verizon is the most difficult carrier to
deal with. I can only speak from an order prespective but their
process is much more difficult than any other carrier. We order the
DSL, a new POTS line (for the DSL) and an ISDN line. Verizon is the
only carrier that will not allow us to place an order for all 3
services at once. We have to order the ISDN line and the POTS line
and wait until they are installed and then we can order the DSL. If
the tech doesn't complete his paperwork on time, we have to wait until
the order closes before we order the DSL. That always puts them about
7-10 days behind any other carrier.

I can't speak for tech support since that's handled out of our
Regional Operations Center but I hear them groan about it.

I will tell you about a problem I had with another carrier with an
ISDN problem I was having. We already had an open ticket on the DSL
so they would not let us open another ticket for the ISDN, nor would
they add the ISDN till the existing ticket. I had to wait for the DSL
ticket to close and then call in the ISDN trouble. The ticket finally
closed on a Saturday and I called in the ISDN. Well, you can't open
an ISDN ticket without speaking to Tech Support and, you guessed it,
Tech Support did not work on the weekends.

Or is it a cable modem? I didn't know Adelphia provided DSL.

I totally agree. I live in Pennsylvania and we have call centers. In
the beginning the service was great..but even WITH call centers, it's
declined noticably. They issue call tickets and can't find them so you
have to repeat the problem s-l-o-w-l-y along with what window's
version, browser etc every time you call.

The problem here is they have the best deal going with the phone
bundle. And I hear a lot of people having tons of problems with cable
because they connect too many people and everyone's freezing up or
slowing down.
I hope they do something FAST to improve your service.
I can't even imagine HALF of the frustration you're putting up with!

Well, I know little to nothing about computers but you wrote a good
letter and I hope they do something about it soon.

Although at this point I would just drop them and go with another
company.

Why does everyone who responds to this post Names all start with 'D'?

I sent a message to Verizon Online DSL support (the original message
was limited to 63 characters!), that asked where I could send comments
about the Technical Support issues I have been having.

The first reply was simply links to random places to get assistance
for Verizon DSL. At the bottom it said "if your questions are not
answered by this email please reply". So I sent the full messaage
that wouldn't fit into 63 characters.

The second reply was a list of more random places to go to get
information on common problems. So it looks like emails to Verizon
DSL Online support are responded to by a computer or another $8 per
hour "technician".

This would be funny if it were funny.

The problem with Verizon DSL is that they pay the first line techs $8
and hour and treat them very poorly. Because of that they don't have
good workers.

I work in the IT field, I used to do helpdesk. A couple of years ago
I was downsized. When looking for a job a came across a company that
provided support for Verizon DSL customers.

I interviewed for the job and was offered it on the spot. The
interview lasted less than 15 minutes. No reference check, no job
history check etc. As I said they pay was $8 and the two week
training class was at minimum wage. I choose not to take the job.

A few months later an acquaintance of fine who was out of work took a
job there. He told me that they even had to get permission to go to
the bathroom. He quit shortly after starting.

Bottom line is as long as Verizon outsources its tech support, to a
company who pays low wages and treats the employees like crap, they
will have poor service.