Verizon DSL
DSL slow and dropping after Vonage, then charged $50 cancellation fee

I have been a loyal customer of Verizon for many years. I've had their DSL service for quite a few of those years. My husband and I decided to try the Vonage phone system. We stayed on the DSL plan we were on. However, we began to experience dropped calls. Our web pages were loading slowly.

At this point, we decided to upgrade our service to the faster speed (up to 3 MB). We were having more problems than ever. We were losing connectivity all together.
I attempted to get the problems resolved myself by rebooting my entire network, including the phone system. It didn't work. After much effort, I was able to "chat" with a techie. We ran a check on our DSL and the speed was only 118 KB. I lost connection 3 times while "chatting" and had to navigate my way back to the help site. At one point, the techie didn't even remember me and started from scratch.

I was "chatting" for over an hour and a half.
I pleaded with him to escalate my issues to a senior tech or supervisor. After refusing to do so twice, he finally relented.

I never heard whether the issue was resolved (it wasn't). So I signed up for Road Runner. Now Verizon DSL says I owe them a cancellation fee of $50.

I say that's a rip-off. In exchange for my service contract, I expected SERVICE.

Stay away from Verizon DSL. The support sucks. I read in PC World that it's illegal for the phone companies to cancel your DSL service because you are no longer using their phone service. However, they can "prioritize" who gets service when. So they're giving VoP that isn't theirs the lowest priority.

Company: Verizon DSL
Country: USA
State: California
City: Torrance

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