We got Direct TV under Verizon. Once the contract was over we disconnect Direct TV due to their terrible support. We complained to Verizon many times but got no where. We were about to UN-BUNDLE Verizon LOOK for another company due to Verizon price increase. Verizon then offers us an upgrade to 7.0 HS DSL service at the SAME cost of the 3.0 service. We could not get cheaper rates prior our 2 year contract with Verizon expiring but now they offer us a better deal? We have been customers in good standing for over 30 years but could not get a better offer when under contract?
So we are offered the 7.0 High speed at the same price as the 3.0 DSL speed. We are told that we do not need a DVD or CD to install the software and that the NEW box could be installed to run with the OLD DSL software. We are sent the new DSL box. We were also told that someone would call us or email us when the new DSL service which never happened.
On 8/30 we installed the NEW high speed DSL after holding it for three weeks. Guess what? Surprise, the NEW DSL does not work!
We call Verizon DSL Technical support. The technician was VERY difficult to understand not to mention he sounded like he was under water and the conversation had dead spots in it. This First technician told us that we needed a DVD or CD to install the NEW software for the New DSL Box. We stated the we were told that we DID not need one and now did not have internet service to even access Verizon. The technician was able to get us to the Verizon web site of which he registered the NEW DSL box. We were then told that PA had an outage and once it was over that we needed to call back and type in our new assigned password three times to access the email features as well as the internet. The first technical service took us 3 hours.
We called back on 8/31 at 10 AM and got a message that the PA outage would be over at 12 Noon the SAME day. We called again at 12:30 PM to hear the SAME MESSAGE. We hit the zero button many times to get another technician that told us that our account was pending because we did not pay the bill that was DUE on SEPTEMBER 13th. - Yes, you read this correctly.
We have been with this company for many years and have never heard of them suspending your Internet service for not paying the bill in advance. We were told that the technician could not help us since we would have to take this up with billing. We asked to speak to his supervisor only to be told that if we did not pay this bill that they could not help us. After being placed on hold while waiting to be switched a supervisor we could hear the technicians laughing. The supervisor came back on the line only to repeat that we had to speak to billing. We demanded to speak to the billing department but he supervisor hung up on us. This conversation took a total of 4.5 hours.
After being hung up on; we called the billing department. The billing agent was perplexed and confused. He stated that he had never heard of paying the bill in advance in order to have internet service. He then called the DSL Technical Department to find out that the NEW DSL can't work on the OLD service and that the NEW service would be turned on on September 10th. The technician could not help us resolve our issue of NO internet service and no one could resolve the issue of the NEW DSL not working. We were told that we would have to either WAIT for the internet to upgrade to 7.0 on September 10th (wait 11 days for service) or call the NPC HIGH SPEED center at 1-888-246-1292 and MAYBE get a earlier upgrade date. Wait another 11 days without service??? Lets understand this correctly - We get to pay the current bill on time but have to wait 11 days with NO service? Are they joking?
We managed to resolve the loss of internet service WITHOUT the HELP OF VERIZON by simply unplugging the NEW DSL BOX and re-installed the OLD DSL BOX. Problem solved. This only took us 20 minutes.
Please keep in mind that we had been WITHOUT DSL and Email services for TWO days due to the INCOMPETENCE of the VERIZON DSL DEPARTMENT.
My Contract with verizon cell phone service will be over THIS SEPTEMBER 16th. At this point WE will be seeking other providers of all our services (TV, 2 cell phones, house phone and DSL services).
VERIZON had grown too incompetent and to RUDE to its customers. Their customer service and Technical service departments are no help at all. Verizon has basically placed its customers at the bottom of the list.
It was bad enough that we had problems with Direct TV (WHO VERIZON SOLD US) but Verizon takes the cake! This was the most incompetent and rude people we have ever had contact with.
To rate Verizon technical support on a scale from 1 to 10 (10 being best) they got a minus 0.
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