Verizon's Online DSL Tech Support Sucks!

Oh my word, I totally relate! I'm on the phone with them right now and
found this by googling "verizon dsl sucks". Their customer service is
so bad it's like they do it on purpose hoping you'll give up and go
away. I'm a glutton for punishment, I guess--I've hesitated to give up
on them and find a new provider, but after today's exercise in
aggravation I'm about done.

Ditto Ditto Ditto!
We had Verizon DSL working at our business, but it got disconnected by
accident! We were told we had to put in an order for it on a different
number, so we did. After $250.00 install fees for the new line, two
weeks later we are told DSL won't provision on the line! Order
cancelled. Only after complaint to the California Public Utility
Commission did the fees get reversed. I wait one month, put in another
order for DSL service and am told it will work this time on yet a new
number. I get the number installed, and what do you know, DSL can't
provision on the line. I've been on hold now, after speaking to
business office, order status office, DSL tech support office for 3
hours total. Can't get any work done. Just getting transferred from
one person to the next (all customer service reps who don't know
anything but what notes they read on their screens). All I'm trying to
do at this point is get the new number that was just installed that
Verizon can't install DSL on cancelled and billing reversed again.
Such a joy to work with a company that has exclusive rights to a
territory where you can't go to a competitor for land line service.
Forget WILDBLUE, they do not disclose to you that the satellite
internet service that will cost you $600.00 to get installed limits
your upload/download MB's which is a severe impact to my business.

After being in management for 20+ years, when stuff like this happens
in my high tech position, we listen to the customer, and get answers.
I can't get any answers from Verizon because the government has
permitted them to operate in this manner. It's sad to say that until
competition opens up, you are stuck with inferior service. I'll keep
trying though, complaining to the government agencies that oversee
Verizon from the FCC to the PUC. The squeeky wheel usually get's
oiled, unless it falls off, and then watchout.

I experienced a similar problem in calling Verizon. I was offered
HIGHER speed DSL from my current DSL service, but because of previous
discussions with Verizon knew I was on a frame relay system
(antiquated system)and not the newer style, which would handle the 3k
DSL, this wasn't possible.

When I called to schedule the service, I was told I COULD be upgraded
and a package would be sent out with my "new" equipment. My last
modem was the same one I had for over 6 years. The "new" one was
exactly the same.???? (that only took a month)

Long story short, I was told to go ahead and hook up the new
equipment, after they sent me the "right stuff" (another and when I
saw a steady green light on my modem, I would be ready to finish the
install procedure. WRONG. After many calls resulting in the same
scenarios you encountered, waits, hold, disconnects, improperly or
incompletely trained personnel etc, I ended up with another wait for
technicians to "do their thing".

I do have to say, once the supervisory group in Canada took control of
the ticket, (which is a key thing to get done before anyone can expect
resolution to their problem apparently) I had a direct number to them,
they were in contact with me, they identified that no one in the local
office had even started to make my conversion from Frame Relay to the
3K system at all. (Even though I had been told it was done by the
local people. Where I come from, that was "telling a lie..." no??)

It took me one solid week (7 days) to get up and running. And least I
forget to mention, they also terminated my slower DSL service a week
before. I explained we needed service to conduct business. (Thank
God for Starbucks) They seemed unconcerned about that.

I guess what Im saying is this: Most of the ISP's are good, as long
as you don't need help. They are not equipped to handle OUR issues.
I can say that in clear consciousness, because I spoke to almost every
country Verizon out sources to....

User beware... get everything in writing before you commit to any of
them. Earthlink was worse, that's why I changed to Verizon in the
first place.

Ohhhh yes... Also.. be informed WHO actually does your ISP service.
Earthlink subcontracts ISP service from VERIZON... at least in my area
it does...

Here is a toast to fewer problems and a happier online experience to
all... because as the consumer... YOU ARE SCREWED IF YOU NEED
HELP...

Waiting for the other shoe to drop in California.........mf

I know how you feel. As I write this, I am on hold with Verizon for
over 2 hours now listening to boring, repetitious music. I prepared
and ate my lunch. Good thing I haven't had my Time Warner (previously
Adelphia) cable internet disconnected yet. I can't seem to get the
modem provided by Verizon DSL to work with the routers that I have. I
was put through to a Mohammed something or rather, with whom I spent a
great deal of time trying to understand each other through thick
accent. I am probably waiting for another hour or so (I'm a sucker)
before hanging up, knowing that I may have to go through this again
tomorrow, but maybe there will be a glimmer of hope if I actually get
someone on the line.

yea well their wireless phone tech supt sucks even worse. They
couldn't figure out how to get an mp3 to work. Took about 5 minutes
and Google and I figured it out myself. Haven't those morons ever
heard of Sears? they almost went out of business doin lousy lyin crap
like that. Of course merging with World com is guilt by association.
Then there's Ford. 5 billion down the drain. Best idea I've seen. VZ
has gotta be a money laundering operation cause even the local store
sucks, including their tech guy.

Verizon sucks, period!!! @#$$#$#@@, this is what I think of those
(_o_)'s
I just spent another 2 hours, 2 weeks in a row with tech support
becaus my wireless an dmy dsl line is reading 512k, well below what is
expected from my line test...They say they can't figure it out and I
should try another modem but I have to wait for Billing to open to
order a new router which they said might not work. I AM PISSED as
hell. I have also tried getitn filters installed where they told me
too, then they wanted me to get with another phone line and attch it
to another phone jack in the house, like who in th hell has at least a
25 ft chord that they supposedly sent us on install? NOT ME VERIZON
INDIAN SUPPORT TECH SUPPORTERS tht are working for a crap corporation,
Anyone else as happy as me?????? HELP ME, sometimes you can find
better support from others online, HELP, I Bed, befor ei shoot my dog,
that I don't even have

You can complain about poor service to one of the numbers I found for
Verizon
http://deccod.com/verizon.aspx

just called verizon tech support, after i got thru to the tech
support, i got disconnected, then i tried again and got disconnected
again, when i finally talked to tech support, she said she could not
bring up my account because her records show this is a buisness
account(this is my home computer) and that she'd call me back if we
got disconnected, she did stay on the line thru the process, but again
i got disconnected, and no she did not call me back.

that is minor compared to the other issues i've had, in the one year
of service with verizon.

wow to start off with this sounds like my issues ten years ago but
after about 4 years of fighting there bull I got someone that had an
IQ and came out and fixed whatever was wrong that alone took about 3 -
4 months of repairs and since then finally I have very few complaints.
oh yah they foud 40 feet of old lead lines mixed up with the new
copper that was the issue. I hope your issues get fixed someday as
well. I went to the manager of the repair department and complained
for about two hours. The phone people haven't a clue as if you all
didn't know that already.

I read this note and it is the same exact problem that I have. I have
intermittent DSL. One day here and the next day gone!. At first I
was told it was the rain causing the problems with the old wires(the
problem happened everytime it rained hard). I can't begin to tell you
how many calls to their (poor choice of outsourced tech support in
India I think) where all they do is read a script and try to get you
to answer yes and no then send you on a wild goose chase or tell you
to order a new modem. Meanwhile they know the problem is with their
poor service. They refuse to escalate the call and you have to waste
about a 1/2 hr or more before they agree to send a technician. When
the technician comes there is a new problem because 90% of the time
they send one that is not DSL qualified or doesn't know what they are
doing. My problem has been going on now for almost 2 years. I have
everything documented and may seek legal intervention at this point
because I am paying for service under a contract that I may be
penalized for breaking yet I get no service. I do get credit for no
service but that is another phone call I have to make. This last time
they came to fix it and removed my regular phone service then said
they couldn't do anything until the next day. Then when I called Mary
decided that I was too rude so she hung up on me. I had to call again
and waste my cell minutes to go through the menu before getting a live
person. I think the solution is more than sending the technician to
the house. They know that they need to do is add lines so that the
service can reach further and stop with the short cuts!! I could go
on and on but it is futile. Ovbiously they know they have a problem
and management is so poor that they lack proper customer service and
ways to escalate and FIX the problem. WAKE UP VERIZON.