Review of Verizon Online DSLAll reviews of |  about |
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My first attempt at getting Verizon was foiled by the fact that they were only available to setup the line during times I was at work, so I canceled the service and attempted to get Clear Wireless. After using clear for a bit I decided it wasn't for me and since my roommate had now moved in he would be available to meet the technician whenever he came so I setup an appointment. The appointment was made for two weeks from the date I called. I made sure my roommate would be there the entire day so there was no possibility of the missing the appointment. The date came and passed without a technician showing. I called Verizon when I got home from work to see what happened and they said that he was working on the line that day and they would have to come inside tomorrow. I agreed, thinking this might have been a problem with the line... no big deal. The next day came and I decided to do a little checkup in the morning to make sure my appointment was still scheduled. I called at 11am and was told that he would be at the residence by 1pm. 1pm came and went... I called again. "He's backed up due to heavy requests, he'll be there by 5pm." 5pm... gone. By now I'm furious. I called up to see what the deal with the technician was and I was told that he had been at the residence since 12pm working! ... what?! After yelling back and fourth with a supervisor for 10 minutes, I was hung up on. I immediately called back demanding to speak with their supervisor and I was AGAIN hung up on. The third time I called back I asked for the billing to cancel the DSL. I also requested to be transfered to their cellular department so I could cancel my cell phone service (and all 5 lines attached.) The nice man in the wireless department actually took time to listen to what had happened and assured me that despite the name the wireless department was not connected with the landline. He assured me that they would help me solve the problem with the landline and get it fixed in the morning when the office opened. The next morning he called me back as promised and on the line was a representative from the DSL section. Here is the email that I sent as a result of that conversation: ---------------------------------------------------------------------------------- ---------------- Shawn, After getting off the phone with both of them I regret to say that they were of 0% help. The person from the technical side kept insisting that I wanted to reactivate my account and set it up and in order for her to help me I would first need to goto the billing department to reactivate my account. Then at one point she told me that DSL was not available in my area - I believe the conversation went something like this: Tech: "We do not offer DSL service in the area where you are trying to get it" Me: "The doctors office below me uses Verizon DSL and there was a Verizon DSL modem in my closet when I arrived at the apartment, a brand new one. It's obvious that you're just blatantly lying to get a simple answer out to me so you don't have to actually answer my questions." Tech: "Would you like to reactivate your Verizon DSL account? I could help you more then." The other person, the one I believe that you were speaking with, was trying to decipher what the other one was saying but I believe she was just as confused as I was. The call ended with me saying that I could not waste any more time and hanging up. I feel as though I also need to mention her pointing out that my phone line was of poor quality and couldn't be heard... and while the person on the other line was able to hear me and vice versa perfectly clear. I really don't understand how the Verizon Wireless side could have such excellent customer service and yet the DSL/FiOS/Landline side is so incredibly bad. It is the WORST service I have ever had - by far. I really wish that this would go somewhere and I could talk to someone that could resolve a problem for me but I don't think that's going to happen ( I mean you're an employee and that's the best person you could talk to! What hope is there for me?) In all honesty I've been a DSL customer of Verizon for 4 years now in NY and I've never had any problems, my parents still use DSL at home and at their business. Unfortunately, as a result, unless I can get an actual answer from someone that can actually help me in the land line section, I'm going to keep my service canceled and I'm also going to have my parents cancel their "Triple play" package for home (or whatever it's called - DSL / Phone / DirectTV) and their business lines for work. I'm also going to suggest to my employer that we remove our DSL line (used for backup - ha!) and go with something that is a bit more reliable here in NJ. I really do appreciate all of your help and I will be keeping my wireless account because I genuinely think it's great and so is the service. This email was written in somewhat of an angry haze and it's no way in reference to anything on your side of the house. Maybe you guys should be giving some technical support lessons to the land line people. I know at my job, if our level of customer support ever reached that.. we would all be fired instantly. Finally, the only reason I did wish to keep the DSL and am trying to hard to get it is because of the convenience of the one bill. I really wish this could be sorted out without causing me to have to yell at the top of my lungs. ---------------------------------------------------------------------------------- ---------------- As a result, the wireless awarded me a little incentive to stay with them and they filed a "voice of customer" complaint with their headquarters. Do NOT order or deal with Verizon Online DSL. Worst business yet. Followup comments:
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Ordered 768K that was to be upgraded to 1.5M when available. Initial order and install was okay. Westell modem was supplied. After several emails and calls I was told that my modem would not run faster that 768K and that I would have to buy a new modem if I want 1.5M, but that since I had been paying for 1.5M and only getting 768K I would get a credit and would not be charged for service for the next 4 months. That lasted 1 month and then I was billed for the modem and the previous month’s service. The new Westell 6100 will do 1.5M but still many times a day I have extremely slow speeds. After many calls and a technician on site I can still have a faster dial up connection than my DSL. Verizon's out is that it is "up to" 1.5M down and 384K up. I feel really bad that I had recommended Verizon to several friends and their service is unreliable too. Update 1.3 years into monitoring. Verizon changes my IP as few as 2 and as many as 39 times a week. What is up with that? Rarely can I watch Hulu without problems and seeing my IP address change once or twice. On the positive side my ping times are no longer in the 6000+ range and are consistently below 100. I am still waiting for the promised reduction in my monthly bill. Followup comments:
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I ordered a 3mbps connection... but in the 2 years I've had it I haven't seen it reach near that point. Contacted tech and customer support so many times it's not even funny, they just don't seem to care. As soon as the contract expires I'm gone. Worst decision I ever made. Followup comments:
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A back and forth with Verizon tech support resulted in them sending out a tech 3 times to my apartment. The tech was unable to find anything wrong with my local connection. He concluded that it was probably a network congestion problem and had me switched to a less congested router. The switch had no effect at all which means that all their routers are congested. In fact, simply looking at the forums here at this site confirms this as many people from different parts of the country complain of the same issue. It's pretty obvious to me that Verizon is aware of these issues (how could they not be?) but figures most people don't notice so it's not worth it to spend the money to upgrade their capacities. If you live in the Brookline, MA area, there's really no reason to go with Verizon DSL since both RCN and Comcast have connections that go up to 20Mbps for the same price Verizon charges for 7Mbps. Bottom line: Avoid Verizon DSL. If you use them, be sure to run speed tests during peak hours to ensure you are getting a consistently acceptable connection. If you find that you're not, switch immediately to a different provider and save yourself the tedious hassle of leading yourself to my same conclusions. Update: After calling them to cancel, they had the gall to charge me a termination fee. Unbelievable. "Well the contract states that it provides speeds up to 7Mbps". Yea fine, I don't expect a perfect speed all the time but I at least expect something reasonable (i.e. between 3 and 7mbps). And by the way, the DSL companies always like to brag that cable is shared but DSL is not. This is completely false as once your unshared phone line reaches the CO, it's shared with everyone else. Yea sure, maybe it's not shared in the immediate neighborhood but who cares. What matters is the bandwidth pipe that you connect to and DSL's is as shared as cable's. Followup comments:
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So how much many did they suck out of me lets see. Charging $10 more for a package that they could not provide for 12 months is $120 okay and charging $10 more because of a contract expired for 13 months $260 and if you add the two that's $380 dollars!!! Wow that can buy a xbox 360, Guitar Hero World Tour with tax and then go out for a $20 steak. LOL But it's all done now and no I'm not going to sue. Its my fault for putting full trust in a company. Just try to avoid if you can. Followup comments:
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[URL=http://www.speedtest.net][IMG]»www.speedtest.net/result/5915724···G][/URL] Followup comments:
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but mow forget about it...at least here in queens new york there is a lousy service,,my plan is 3.0/768 but i'm geting dialup service at night from 6,7pm throught 12-midnight.. phone support=don't exist,they don't know what they're doing.. looking for another alternative than this poor service. Followup comments:
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But now I have a weird problem. Constantly it connects and disconnects. The problem is not with the computer but it shows with the IOIp.I use an Ooma and it constantly disconnects and connects. I contacted the people at Ooma and they said it was the Internet that gives me the problem. I didn't contact them (Verizon) and I wanted an opinion from you first. Followup comments:
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Non existent tech support, everything always looks good from their end. When and if you get an appointment to have someone out to the house they endlessly reschedule until the trouble ticket disappears. Find an alternative, I went with Comcast, so far so good! I no longer recommend Verizon DSL Update 5/21/04: At Verizon's estimate of 9000ft. from the CO I had no problem getting the free upload upgrade-1500/384 and the price downgrade to $29.95 a month. Speed is now rock solid at 1495/370. I haven’t had any problems at all with my service and still highly recommend Verizon Online. Update 11/4/06: Upgraded to 3/768 over a year ago for the same price as original order. Never any trouble with the service, still recommended. Update 6/9/07: Nothing has changed, great service at a great price & still highly recommended! Followup comments:
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Verizon Online DSL
(139)
Philadelphia,Philadelphia,PA
$39 per month (12 month contract)
Verizon
"Free month of cell phone service."
"Worst customer service ever experienced"
"Stay away from Verizon Online DSL in PA."
Verizon is not playing square with DSL customers
about 3 days
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I have 3M as do others in SM/Orcutt. Obviously your to far away from a CO or RT for it. So you don't pay attention to your bill for years and then complain ?.. Enjoy your crappy over compressed Comcast TV and over priced, Capped, and throttled Comcast HSI. 
Business customer
![www.speedtest.net/result/5915724···G][/URL]](http://www.speedtest.net/result/591572435.png[/IMG][/URL]){kind=link}