Verizon DSL Tech Support

[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")

 

 

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. 

[Ed_McCarron]

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

[SithMaster]

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

 

Maybe they moved the access point for some reason.   

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 =)

[ark_ader]

I think you have may been hammering your connection, and they have capped your line.   

Read your terms and conditions.

No engineer is going to fix that problem, they will test your line and it will report correctly.

Ask the tech support department to check if your line is capped.  If it is, then ask them to remove it and say you will be a good boy/girl.   

You have to give tech support staff your patience.  I know you want your line to be up and running at the speed you paid for, you just have to let people do their jobs within a reasonable timeframe.  Not your timeframe.

I had the exact problem 3 days ago.  My line was reporting 2mps and I was paying for a 16mps connection.  Also I can visually locate my telephone exchange from my front window as it is 100 meters from my house.  I complained and went through all the basics with the tech guys.

Three days later I got my line sorted out to 10mps, not the 16mps I was hoping but some telephone cables between the switch and my house could be 50 years old, so I'm happy.  I cannot complain when its costing me $20 a month, I just complain politely.

Besides its not going to make things faster. 

Monitor your connection so you don't get a mark on your account.  There will be some kind of Fair Usage Policy hidden in the Ts&Cs.

How do I know this?  I used to work briefly for Verizon ADSL.  Glad I don't now.   

Go to www.analogx.com and download the free NatStat Live.  Better to document your woes with it,  if it all goes tits up in the future.

Chill and let the process resolve itself accordingly.  It will. 

[hyiu]

well....

let's be fair...

if you call tech support, you expect them to ask you to go thru all those reboot, unplug, reset routine...  its their way to sort some of the pblms out.... I think its fair to bear with them and get thru it... let them run thru the standard routine.....

now... if they promised you a certain speed, then I think anything less is not acceptable...

I myself is on DSL, and is close to the switching station, and is available for a free speed upgrade.

download speed can be capped by the line, or the computer.... but my guess is unless somehow you're using a 20 yr old machine with no memory.... the cap should be on your line....

to work with these pblms... I always think these way....
these guys are just working their job.... probably not that good pay anyway....
why do they have to take it from me ??
so, don't blow up....
but be firm and polite....

I have my connection very slow for a few days once (like dialup speed), and they went thru and all that... finally send a tech and found out that some squirrel... (or something else) is chewing on the phone line...
almost broken, but not completely.... so, everytime it rains, connection gets really bad since its somewhat shorting it out...

I even get some credits back for that monthly fee....
and I'm on verizon....

[ncflagg]

I think you have may been hammering your connection, and they have capped your line.   
...
No engineer is going to fix that problem, they will test your line and it will report correctly.

Nope. Tech came out today and checked my inside connection (no problems) and outside the house and the alley. He said he cut out a bunch of extra wire and reconnected it.

3360 once again!

Thanks, real tech guy. 

[Malenko]

I'm trying to get the cheapest internet possible, so I've been dealing with a lot of tech support run around.

Either they've never heard of the package their company advertises on TV constantly, the terms have changed, or I don't qualify even though I do.

The one that's got me cracking up is that Time Warner is $30 less a month if you speak Spanish.  Have to call and order that one on the phone, they won't do it online.  Just amazes me.

http://www.timewarnercable.com/sanantonio/products/pricelist/default.html?menu=Products&Services

the difference in price is due to the speed. 768k is ALOT slower then 7mbps.  no habla espanol?

[Malenko]

the difference in price is due to the speed. 768k is ALOT slower then 7mbps.  no habla espanol?

Find me an English package that lets you get the 768k.   

sure, order from this page:
http://www.timewarnercable.com/sanantonio/products/internet/default.html

you have to put in your address though. that Spanish deal is for the least amount of channels (125),slowest possible internet(768k) and a telephone that doesnt include long distance. I assume it marketed at the lower income houses in that area (the south eastern/western sides of the 410 loop?)  its available to english speaking customers as well, but youre still buying the bare minimum. @comcast we offer a similar package, but in english. 

[Malenko]

you have to call to order roadrunner lite, I called an pretended I still lived on timber ridge 

[Malenko]

I have to try and order the Todo El Mejor package

it is all the best....