Verizon mistakenly disconnected DSL and then refused to reconnect

Posted Fri May 25, 2012 4:34 pm, by james c. written to Verizon Internetworking (DSL)

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I requested my DSL service be turned on as it had been for the previous 7 years after Verizon mistakenly disconnected my service.. This turned out to be impossible for Verizon to accomplish. I have pursued this for several months.

MORE: I had basic home DSL service. I was going to move and specifically requested it be turned off in two weeks time. The rep and I set a specific date two weeks in the future. I hung up the phone. A few minutes later DSL service seemed to have been turned off.
I call DSL Verizon back. They apologized for it being turned off immediately, but said there was nothing they could go as the work order was already in the system and could not be stopped. The Verizon rep also said I could not request it be turned on again until the work order had gone through the system.
Two weeks later, I ended up not moving, so I called Verizon and requested DSL be turned on.
(keep in mind I have had DSL service for several years at this point I believe the most recent bill was about $20per month, maybe $25 – it had started at $15).

Verizon rep informed me that DSL is [categorically] not available in my neighborhood. I called back over several days and got the same answer. And when I explained that I had successful had DSL for several years until extremely recently - they told they could not see those records.

This is when I filed my complaint. I got several calls from two reps. We spoke on several occasions. They actually had no power to do anything, and only wanted to acknowledge I was receiving their calls, they provide no real help except to direct me to other departments – which proved futile.

Eventually, Verizon acknowledged DSL was available but I would be required to have a Business DSL plan and pay at least $80 per month, possibly more and a couple of new restrictions, including that only one phone jack would be made available with DSL in the entire house, so I would need to choose.

It really was a mystifying and frustrating experience. Essentially, all i wanted was for Verizon DSL to turn on (same service plan as I had weeks earlier and for several years) what they had just turned off - yet this proved impossible. In many calls, I was transferred through several departments all of which I had re-explain the entire story. Eventually the option offered was a business DSL at about 4 times what the previous month's bill had been. I got no where with all the time I spent with Verizon.

To resolve this: Look at my last DSL statement (or several past years) and recreate/reinstate that basic DSL Home service for the same monthly amount that was charged $24.99 (at most). This all seems much more cumbersome that necessary.

I understand Verizon reps want to up sell and have me purchase FIOS because DSL is allegedly not available in my area. But I don’t need FIOS and I just had a perfectly working DSL service – that apparently Verizon cannot figure out how reinstate.

VERIZON inadvertently disconnected my Home DSL and now refuses to reconnect service. They erroneously claim it was never available.

To resolve this: Look at my last DSL statement (or any of the several past years) and recreate/reinstate that basic DSL Home service for the same monthly amount that was charged $24.99 (at most). And do it now.