Somewhat less than this past year, we'd Verizon FIOS online sites installed. The installation went *relatively* easily. About 4 weeks before, we observed our link did not be seemingly as quickly because it was marketed to become, and we were likewise struggling an extremely large "disappointment for connecting" which was equally sporadic and never evidently determined by any situation of the neighborhood computers. We'd a mixture of both wired and instant associations, each pc had another E/S, and we employed various windows, virus-checkers, and firewalls (apart from the main one included in the modem).
I calculate that more than 50% of our efforts for connecting using a internet browser failed. It wasn't determined by the visitor, or was it determined by a period of evening, or wires, or even the numerous websites we were trying to connect with. I really could start a browser screen and make an effort to visit Google, obtain a DNS host doesn't occur concept, then times later quickly connect with cnn.com. Bombarding site refill often transformed the issue.
I experimented with contact Verizonis "24/7" tech-support for FIOS, to obtain some help detecting the issue. After many attempts, I had been ready for connecting to www.verizon.com. This really is my first criticism: almost all of the tech support team begins with having the ability to connect with the Web. What're those individuals designed to do, who don't possess a working link?
Next, that primary site was centered on promoting me Verizon providers. After putting around, I eventually discovered the Assistance selection. Please login, it said. I did so. It submitted me straight back towards the site promoting all of the numerous Verizon providers. Do not require revenue, need assistance... Try the Assistance menu. Oh, yes, all of the assist in the planet if you want to achieve a Sales Consultant, or perhaps a Payment Broker, or even to Spend Your Bill Online. What is that? Oh right, assistance...
Finally, I really do look for a Help link which in fact requires me to, you realize, a Help kind site. For Verizon Wireless. Do not require Instant, need FIOS. Research on FIOS... Click link that describes FIOS help... Whoops, back again to a full page attempting to promote me FIOS providers. Back up, back up... Contact Us.
There Is contact info for anybody who really wants to purchase solutions from Verizon, or anybody whois an entrepreneur. There's, actually, a myriad of contact info for delivering Verizon cash of 1 kind or another, but what there'snot, is just a FIOS techsupport amount.
I eventually find the Welcome to FIOS published resources they sent using the equipment, and there's a telephone number, 888-553-1555. I try calling it. I obtain the typical automatic selections for choosing Language or Spanish, then just before showing the "divisions" selection, it claims, "If anytime you intend to talk to an agent, merely state Broker." I declare Broker. Nothing, the selection recitation continues. I say "Broker" possibly 20 occasions, I yell it in to the telephone... Nothing, the selection remains. Curiously, there's no "Tech-Support" choice about the selection, merely a variety of methods to organize to deliver Verizon your cash.
Good, back towards the Web. It is currently been almost 2 hours I Have been attempting to choose a contact mail or telephone number to acquire this vaunted "24/7" Tech-Support. I try the web site shown about the brochure, that will be http://help. Verizon.net. It doesn't direct everywhere. I return to the telephone number since today I am from choices. (A Google search hadn't resulted in any helpful info for "Verizon FIOS Tech Support Team"). This time, I bellow BROKER in to the telephone and even though nothing occurs throughout the selection it is designed to disrupt at any time, it ultimately involves the finish. I push 000, or maybe it had been *...in either case, somehow, amazingly, I cope with to a real individual
It Is just been almost 3 hours I Have been moving about within their intended site. Observe that the phone number provided about the FIOS paperwork for FIOS support does not really steer straight to FIOS support, but to some common Verizon quantity for almost any topic associated with FIOS, beginning with revenue of new assistance, and never really comprising a Technical Assistance. Observe that the web site published about the paperwork does not really work on all.
Ultimately I reach show a technology what is going wrong, and we invest an additional 45 units showing to him that actually, no, the issue CAn't be related to our application or our equipment or our power or our wires. He checks our link rate (that involves connecting for their site, which fails repeatedly before really operating... When it operates, it pops up just what it ought to be. I energy period both pc and modem repeatedly at his directions, and lastly! Eventually! He allows that I am not doing something incorrect and my evaluation of the thing is, actually, proper. He allows that I can't produce an error situation on my finish that'll easily replicate the mistake, because itis *intermittent* (notice to Verizon, please please please train your technicians this is of the term "sporadic.")
After another half-hour of power-cycling, rechecking etc - we're today almost at 5 hours looking to get aid, he gets the concept to check on the modemis firmware and confirm it is current.
You got it. The firmware may be the initial manufacturer environment, several variations outdated. Why it worked good for that first 8 weeksapproximately is beyond me, but clearly anything on Verizonis finish was updated which was creating all of the disruptions. The technology has me download and deploy the firmware update and all seems to be operating a lot more easily. I ask him to create a notice of all of the issues I'd in only receiving "just how to contact Tech-Support, " and he recommends me the website "http://help. Verizon.net" is not the right one. The right one is "http://fioshelp. Verizon.com."
I search over there rapidly, while he is about the telephone, and affirmed it appears like a help knowledge-base website due to their FIOS. Curiously, the Live-Chat image is grayed-out as unavailable. (I later decide it generally does not matter what time you-go there, Live-Chat is definitely grayed out. Why possess the switch? Beats me). I try looking on something related to sporadic support issues and there is no mention everywhere of modem improvements. Actually, there is no note there at-all about modem improvements, which obviously are essential to help make the support work properly. The Ship Us A Contact choice bears the warning that it generally does not link one to a realtor, but instead is automatic to deliver you links inside the Knowledge-Base which seem associated with your issue. Did I forget to say THERE IS NO mention everywhere of the phone number to achieve a genuine, breathing, (ideally) considering individual?
Okay so listed below are two new beefs. A) "24/7 Tech Support Team" guaranteed is outwardly merely a searchable repository that's situated in a site not the same as the main one within the printed documentation. W) If modem improvements are therefore very important to sustaining a healthier link, however you CAn't research the KB to find out whether any exist, why doesn't Verizon inform FIOS customers of improvements once they are applied, having a connect to the update specialist?
Oh, and incidentally. The issue of sporadic contacts has occurred again. Same symptoms. My partner and that I concur that it appears a lot more like a DNS issue, like for whatever reason the host is having issues deciphering the web site details delivered to it from the surfers. The failure rate now's up around 75-90% of efforts. I experienced the exact same runaround attempting to find tech-support, which period, after I first named 888-553-1555, I acquired a FAX device prompt. 10 minutes later, utilizing Redial, I acquired exactly the same "fun selection" that does not permit you to break right into the menu and demand a realtor "anytime." I still can't tell which mixture of * and 0 at the conclusion of the selection gets me to a realtor, but I had been disconnected or timed-out four times. FiosHelp. Verizon.com however just results in the number-real time help KB.
This time around the tech-support man could begin to see the irregular problem for action from his finish, once the modem didn't return his ping. The firmware is current, so he is giving out a brand new modem (because itis under guarantee). We will notice if that fixes the issue, as well as for just how long.
Four weeks into FIOS company, and that I could actually state, no highspeed web connection may possibly be worth all of this tension involved with SIMPLY attempting to acquire actual, individual, competent technical assistance.
Verizon is about selling you solutions. Nothing more. I'd suggest them to no body.
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