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Verizon DSL Tech Support

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ncflagg:
I pay for a 3mbps DSL connection from Verizon. I have had it for over 6 months and always got 3360 KBits/Sec . Aside from the numerous disconnect/reconnect cycles that occasionally plague me, for the last month I have been getting 1.5 - 2.2mbps. I called Verizon last week from work (because the day before I spent 20 min on the phone only to be told "Please call back later because call volumes are too high"). I waited approx 40 min for a tech all the while being told '"Your wait time is approx 5 min'". I finally talked to an Indian named "Joseph" who took me through a speed test (I was VNCed to my home) and told me because I was not physically home, he could not make a trouble ticket to have a REAL tech look at my external DSL line. I eventually convinced him to make a trouble ticket (although he never gave me the ticket no.) and said that because we didn't do the troubleshooting the ticket may be dropped. I said I wanted them to call me if they were going to drop the ticket and he said he would enter that. No call...no change.

I called them again today and talked to an Indian name Jenny or Bridgette or whatever (expecting mindless speed tests/system checking). She ran about 5 speed tests from verizon.net/speedtest and 2wire.com from both IE and Firefox. All speed tests were 1.5mbps to 900kbps download. She wiped out my cookies/temp internet files.

During the call she stated:

1.  70% - 80% of my 3mbps is within acceptable tolerances.
2.  I am too far away from the central point (or whatever she called it) to get full speed.
3.  Speed tests are to test the speed of my computer and not my internet connection.
4.  Every time I called her on some of this carp she'd say "I can certainly understand that." (As did "Joseph")

 :blah:

 :censored:

I swear it's like trying to get help from Dr. Sbaitso (http://en.wikipedia.org/wiki/Dr_Sbaitso).

She made another trouble ticket but stated that she did not find any problems with my connection.

- Warning!!!... rant below -

Okay, so you don't find any problem with me getting 50% - 67% of the speed I paid for and then ran 5 different speed tests that, to you, have no bearing on the issue at hand? Oh, and how, is it possible for me to suddenly be farther away from the access point?! While she was typing up another trouble ticket I decided to ask to speak to a manager. I was on hold for 5 min and then was told he was busy and did not offer a call back.

Suck my balls, Verizon.  :angry:

Ed_McCarron:
Tell 'em you're only gonna pay 70-80% of your bill, since thats acceptable.

SithMaster:

--- Quote from: Ed_McCarron on July 18, 2008, 05:20:29 pm ---Tell 'em you're only gonna pay 70-80% of your bill, since thats acceptable.

--- End quote ---

 :laugh2:

Maybe they moved the access point for some reason.   :dunno

When I needed tech support it took a very long time to even get them to admit a problem, send the first repair man, send another repair man that was then followed by a third (same day) to actually get the problem fixed.  In your case I think either someone tampered with the connections as a joke to piss off customers or Verizon is trying to piss off its customers (or just you) to get them to switch to fios.  Also it would only be 70-80% of the bill after you deduct things that actually work (ie subtract phone service or the 5 dollar loop fee if you dont use their land line) and take a percent off that total.  Unless you feel compelled to not pay for the phone service either since they wasted your time when you called.

ncflagg:
Verizon just called. Sending out tech #1 in four days.

Malenko:
I cant say much, I work in tech support for comcast and alot of my co-workers are less then stellar.  We usually take no more the 2 days to send a tech out (more often then not its the next day)  but I have heard my fair share of horror stories.  I have heard rumors of Verizon cutting back speeds of DSL customers to try and coax them into getting FiOS.

if you wanna have fun with the verizon people, ask them where the fiber optic cable plugs into the TV and modem =)

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