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 longterm unresolved DSL issues
Posted Mon February 4, 2008 12:00 pm, by M G. written to Verizon Internetworking (DSL)
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Dear Verizon,
We signed up for Verizon DSL in October 2007 and have been plagued with intermittent service from the outset. Since mid-October, more than 6 technicians have been sent to our residence. After writing my first letter to Planet Feedback in November, I was contacted by "executive" or escalated customer service, yet the problem remains unresolved.
I write this letter from a coffee shop because Verizon DSL, is once again out of service at my home.
Based on our experience with intermittent to no-DSL service, and repeated visits from technicians it seems that Verizon offers a service that it cannot provide to residents of NE Capitol Hill/H Street corridor.
If you live in this area, I strongly recommend you select a different service provider if consistent DSL service is what you need.
The current customer service representative assigned to resolving our issue is T****, and she must be credited for being proactive about the issue. Of the many service folks we have spoken with, she has been the best, and deserves recognition.
On the other hand, we are feeling very frustrated with our experiences with a recent Verizon technician named R****. Moreover, what happened Friday, Feb.1st indicates a real communication problem between Verizon techs and customer service.
This is what happened: We were informed that a technician was coming to our residence Friday, between 8am and 5pm. My husband and I carefully coordinated our schedules so that one of us would be present for the tech. Between 8am and 5pm no technician showed up.
Around 5:30pm or so, we received a call from T**** saying she had just received word that the tech would not be arriving and/or was possibly delayed due to rain. It was raining all day.
She told us someone could be sent out on Saturday. We declined this because it would mean having to be present between 8am and 5pm. We did not want to wait again.
Then, around 6:30pm Friday we received a call from Verizon dispatch stating that a technician was going to come "in about 45 minutes". At this point, we were actually relieved, wanting to get this over with, yet were skeptical anything could be accomplished in the dark and pouring rain. At 8:30pm Friday, R**** the technician called. He said it was "on us" whether we wanted him to come out. I guess that means it was up to us, which was a little weird. At that time he told us that on a prior visit he had had difficulty accessing the pole that houses the wires connected to our residence, essentially saying he couldn't do anything that evening unless we could assure him access to the telephone pole.
Thus, it seemed to us he was obliquely saying there was no reason for him to come out that evening and that he could not fix our problem. Instead, he offered to come out on Monday, "between 10-11am." That seemed best to us and over the weekend we figured out how Verizon techs could access the telephone pole, even though this does not seem to be our responsibility.
Yet Monday at 1:30pm R**** had not arrived. I received a call from T**** saying she was sending out a tech on Tuesday morning. Surprised, I informed her that a technician told us he was coming out on Monday between 10 and 11am. She apologized and informed me that R**** had "closed the ticket" Friday evening.
Basically, this means that not only did R**** lie to us but he also stood us up.
All i want from Verizon is internet service that is consistent and working. I am willing to pay for it. However, Verizon, despite their claims, cannot seem to provide this service. Moreover, our internet service continues to get worse. Over the weekend,f or instance, it would come on for 1 minute and be off for hours.
We have since expressed interest to Verizon about the mobile internet cards. Perhaps Verizon could offer us a discount, considering that after 3.5 months they cannot provide the basic DSL service to our residence. If they will not make switching service easy for us, we will simply go with Sprint.
We have fulfilled our end of the bargain, all we are asking is that Verizon shows up when they say they will, and provide us with the very basic DSL internet service we signed a contract for.
Frustrated,
M.G.
Washington, DC NE
20002
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