unresolved Verizon DSL issue-inconsistent and nonexistent service

Posted Tue January 22, 2008 1:36 am, by M G. written to Verizon Internetworking (DSL)

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Dear Verizon,

This is my third or fourth letter about inconsistent DSL service. Despite the fact that Verizon has sent out 4 technicians to our residence over the past 3 months, the problems with intermittent DSL service remain to be resolved.

Frankly, I am at my wits end and no longer want to put up with having to call Verizon when our service is down. Also, it is a major inconvenience to wait for a technician who is scheduled between "8am and 5pm."

It is not that the customer service representatives or technicians i speak with aren't nice or even sympathetic. Some are and some are not. Rather, the issue is that Verizon has yet to provide the service it claims to offer.

What do i want in an internet service provider? Only that. I do not like having the added burden of calling and speaking with Verizon folks and running through the diagnostics several times before someone acknowledges that a problem exists.

From Thursday evening to Monday evening, our DSL service was on for only moments at a time. The DSL light was flashing. The same thing happened, for an even longer period of time just 10-12 days ago this month. Neither the technician nor the service reps could offer an explanation, nor could they do anything. Since we have had Verizon DSL (beginning mid-October) we have had internet service for only about one-half to one-third of the time. That amounts to very poor service quality in my opinion.

Does Verizon perform maintenance on the weekend? This is the time our service is often out entirely, as well as Mondays and Tuesdays, Thursdays and Fridays.

Does the problem relate to the area that i live in?

All I ask of Verizon is consistent DSL internet service. If such service cannot be provided to me, as seems the case, it should not be offered.

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Re: unresolved Verizon DSL issue-inconsistent and nonexistent service by Gino Posted Tue January 22, 2008 @ 10:10 PM I think Harley's advice is excellent. I've had some issues with my Verizon DSL service in the past, and they have been attentive for the most part. I had a major problem similar to yours, and the westell modem they originally sent turned out to be defective (and "diagnostics" didn't pick it up until "they" got around to upgradeing "their" diagnostic software) Little consolation when waiting all day for a technician to finally figure it out. Anyway, I wish you luck and hope they follow through. I jotted down Harley's website, I wish I knew it then. Reply Re: unresolved Verizon DSL issue-inconsistent and nonexistent service by Harleycat Posted Tue January 22, 2008 @ 12:47 PM M.G., I'm sorry you are still having these issues. Can I suggest you go to a forum called DSL reports (www.dslreports.com)? They have various forums including one dedicated to Verizon DSL. There is also a Verizon monitored forum and they will respond. I had issues with my FiOS service and the member forum helped me solve one and the Verizon direct forum helped me solve the other. I posted on the Verizon direct forum over the weekend and got a call Monday afternoon. It took a little work on their part but they resolved my issue. You will have to register but it's free. I got more help there than I got in weeks of calling Verizon. Reply thanks by M G Tue January 22, 2008 @ 2:33 PM I was also going to suggest.. by Harleycat Tue January 22, 2008 @ 3:20 PM