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 Delay in Restoring Internet Services
Posted Thu August 6, 2009 3:22 pm, by Cheryl L. written to Verizon Internetworking (DSL)
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Our DSL connection was terminated in July due to non-payment of our bill, which I apologize for. When we called to pay our bill and have our internet reconnected, we were told we would be considered as "new" customers and would have to wait for our internet to be restored. We were given a date of August 5, but I was advised to call before then to try to move the date to a sooner time. When we called this week, we were told that actually there was a longer delay and our service would not be restored until August 8th or 10th. Then I received an email saying that since we were "new customers", Verizon had to perform additional testing to make sure our phone line was capable of supporting DSL (this is the SAME line where we have had DSL for the last 3+ years from YOUR company). This run-around is ridiculous and if this is how you presumably treat your "new customers" I can't imagine why anyone would continue using Verizon.
I would like our internet restored immediately. I would also like an explanation as to why it has taken so long to have our internet restored after we became current on our bill.
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by Jared C. Posted Thu August 13, 2009 @ 11:01 AM
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Your story is very interesting. I can relate to it b/c I recently
cancelled my Verizon DSL service and had to spend over 1 1/2 hours of
my time waiting on hold, calling numerous times for two wrong bills
and getting routed all over the firm - from call center to call center
in India...back to the US for late payment charge removal.....back to
India again.
As you can see, I also had poor customer service provided to me.
After signing up and getting my package w/ the modem, and trying to
hook up and calling Verizon for assistance, it was determined that my
Windows ME system couldn't accomodate DSL (Windows 2000 or later is
needed).
I was within a 30 day money back guarantee period so no biggie.
I mailed the modem back w/ the UPS labels Verizon sent me. Verizon got
it back on 7/1/09. Basically, a little less than 2 weeks from the day
I called and signed up.
I've received two bills since then and my modem charges and internet
charges weren't removed. I had to call Verizon FIVE separate times -
and got routed each time to a different person to remove a portion of
the erroneous charges - first, the internet service charges....then
the s and h....then the modem....then the late payment charge!
Laughably, I had to point out to Verizon on 8/11/09 that they got the
modem back on 7/1/09 per their automated system where you can track
the shipment back to Verizon. Once I did that, the modem charges were
FINALLY removed. TWO people at Verizon had refused to remove them
until I pointed that out to the third person who remove them!!!
Obviously, one hand of Verizon doesn't know what the other hand is
doing. Based on my experience and yours, I'd advise everyone out there
to AVOID Verizon for internet service at all costs! I know I'll never
use them again!
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by jeishere Posted Fri August 7, 2009 @ 10:33 AM
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Does this mean you get the new customer pricing as well? If so, i
might not pay my bill and then sign up as a new customer.
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Pricing
by jeishere Tue August 11, 2009 @ 8:48 AM
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DSL is archaic, Fios is much better. If you cant get fios, cable is
much better
Dsl is junk
Good Day
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..
by we gotta go! Sat August 8, 2009 @ 11:39 AM
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by Mark C. Posted Thu August 6, 2009 @ 4:05 PM
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WHY NOT GO WITH YOUR CABLE PROVIDER?
or Bell south, etc.?
People need to tell Verison to get lost
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by PepperElf Posted Thu August 6, 2009 @ 4:03 PM
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i am thinking that....
since you are being treated as "new" customers, it puts you on the
waiting list with the other new customers. so any delays in that list
will also mean delays for you.
this may actually work in your favor though. i know it's not going as
fast as you want, but.. if you're being treated totally as a "new"
account, it may mean the new account contains none of the previous
accounts notes or billing information.
so yes that sounds like it will incur delays for testing
but in the long run it's possible that this new account has no marks
against it either
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Great
by we gotta go! Sat August 8, 2009 @ 11:37 AM
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SHARED LETTERS 
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