Jason N. Gaylord's Blog

# Off Topic: SOLVED - Verizon DSL Support Is Horrible

# re: Off Topic: Verizon DSL Support Is Horrible

I have to reboot my modem daily, and Verizon says my line on their end and on my end are fine. They recently sent me a new modem, but still the same thing. It is so frustrating that I am researching other onlne options because I have had it with their non answering technical support.

# re: Off Topic: Verizon DSL Support Is Horrible

I have to say that Verizon has the worst support, ever. I have worked in the call center and help desk space for 20 years. I have worked with all types of outsource vendors and internal departments and I have never experienced (repeatedly) the complete lack of service, concern and resources offered by Verizon.

I called Verizon support today to simply ask where I can find a verizon store. I am having sporadic issues with my modem (which I have called verizon about repeatedly) and based on a previous recommendation from their tech support, wanted to simply replace it, quickly. This should be a very simple question. The person I spoke with (I can’t tell you her name because after asking her to repeat it several times I still could not understand what she was saying to me) was insistant that she could not tell me where a verizon store was and that I would have to call the billing department on Monday to find this out.

Flabbergasted, I asked to speak with a manager. 45 minutes later I received the address and phone number for a Verizon store. I asked again to speak with a supervisor and waited another 10 minutes. After nearly an hour on the phone I gave up and disconnected.

I immediately called the local verizon store. Amazingly, it turned out to be a verizon wireless store (which does not support “verizon plus” products.) The worker at the store could not tell me where a “verizon plus” store was located. Suprised and somewhat dis-spirited I hung up. Is it really that hard for Verizon to tell me where their own stores are located? They should be embarassed for their complete inability to anticipate their customer’s needs. I was actually told that their DSL support department does not have access to the internet (or verizion intranet) to find this information. Amazing.

I gave up. 20 minutes later I received a call from someone named “Toni” claiming to be a supervisor (also from the Phillippines). She was very insistant that she could not tell me where a verizon store is located and began babbling inchoherently. I stopped her to let her know I could not understand her. She hung up on me.

Guess what? The very next call I made was to Comcast (my local cable company). I will be cancelling my voice and DSL service with Verizon and receiving the following value added services:

1) Comcast doesn’t outsource ANY of their support functions. This means after 7 years of talking to people who don’t speak english and have no idea where I am or what I’m talking about, I will be able to speak to folks in my OWN STATE who SPEAK ENGLISH and who aren’t working off of a SCRIPT.

2) My internet connection will be 10 times faster than what Verizon offers in my area.

3) I will save TWELVE HUNDRED dollars a year on my internet and voice products, with out any aggrevation or being hung up on by outsource vendors who seemly could care less about Verizon’s customers.

I urge anyone who is reading this to research your options and if you have the choice, cancel your DSL/Fiber Optic services with Verizon immediately. Thanks to Local Number Portability, I will be taking my phone number with me.

Good bye Verizon (and good riddance!)

-Mike

# verizon dsl support

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# re: Off Topic: Verizon DSL Support Is Horrible

I couldn't agree more! My story is the same...hours on the phone...waiting all for a service appointment that didn't show (costing me a day's work!)...and in the end the problem still exists.  Verizon is is so big it just doesn't really care about anything but the bottom line $$$ ... when they lose enough customers they will see the impact...I'm leaving  too after being with them for over a quarter of a century!!!

# re: Off Topic: Verizon DSL Support Is Horrible

Just an FYI - Verizon owns controlling shares of Comcast....

# re: Off Topic: Verizon DSL Support Is Horrible

Verizon DSL  - High Speed Internet I don't think so.  After installation of Verizon DSL I was getting less thaN dial up speeds.  Received my CD for installation August 6,2008,which by the way,is a waste of time.  On the phone with Tech Support August 7, 2008 7AM.  Who asked to share my screen to do installation that CD was supposed to do as well as install their crappy Security Suite.  My computer immediately slowed down to a crawl. Tech said" your computer is slow, lets do a virus scan". You have thirty virus on you PC.  Big Lie.  Let me delete temp files, etc.  This will make PC run faster.  Second Lie.  Let me change some configurations this will also help.  Third lie".  Was on phone for 2 and a half hours.  Spent The rest of thursday trying to sign on, open up web pages, etc. Gave up with a pounding headache.  Same thing Friday.  Did online help, waste of time.  Did all troubleshooting instructed to do, waste of time. Broke down in tears. Saturday August 8, 2008.  Did Live Tech support with screen sharing session.  OH MY GOD.  "I WILL BE HAPPY TO ASSIST YOU WITH YOUR PROBLEM TO YOUR SATISFACTION, DO I HAVE YOUR PERMISSION"? DUH! ! ! Went thru all trouble shooting again - did not work of course. Changed settings - did not work.  Did line test and speed test.  Was told "Your computer speed  is very slow you will have to have a Technician come to your home and help with your problem".   Appointment made for Tuesday August 12, 2008.  On Sunday I was too afraid to turn on the computer.  I started up my PC Monday morning.  My PC Died on  August 11, 2008  9AM.  That's right it crashed.  Verizon installed August 6,2008.  Verizon canceled August 11, 2008.  

I have a year and a half old Compaq PC that had no problems. This has never happened before.  Never ran slow.  Upload and download speed was good. I only wanted my telephone separate from my cable.  My area has problems with cable and you can loose service for hours.  With a sick husband and mother my telephone must be on at all times.  This will not happen with triple play service. Everything goes.  

Why oh why did I listen to that oily sales rep at verizon. I just got a call "A Technician is on the way right now to help you fix the problem".What problem  I cancelled the service.  Go figure.  DO NO SIGN UP FOR VERIZON DSL - YOU WILL BE SORRY.

VERIZON CAN YOU HEAR ME NOW- YOU DON'T HAVE HIGH SPEED DSL SERVICE, IT'S WORSE THAN DIAL UP, WHICH COMPARED TO YOUR DSL, AIN'T HALF BAD.  YOU  SUCK! ! ! YOU KILLED MY COMPUTER AND I HATE YOU.

# re: Off Topic: Verizon DSL Support Is Horrible

I am a computer tech and I have had to deal with verizon dsl/fios tech support numerous times. The support desk is TERRIBLE. All three times they told me that i needed to buy a new computer when clearly packets of data were being dropped on their end. One tech also told me that i was wasting his time and that they didn't have a manager they could connect me to, "Greg" than hung up. I have never been treated so poorly by a company to date. Anyways needless to say Verizon lost 3 customers to Time Warner Cable who has local support that can actually help. SCREW YOU VERIZON and your dumb/rude techs. I will never recommend verizon to anyone!