I wanted DSL service so I got local phone service at my old apartment. We got two cell phones so the local phone service was not needed, but I was told that I cannot get DSL without local phone service. A year later I was moving and called Verizon to see if DSL is available at my new place. Both the website and the operator said yes, and so I asked to move my phone & DSL service. They said I can transfer my phone # to new place so I requested that too. Weeks later they found out that I cannot get DSL at my new house (after asking me to walk around my neighbor and ask if any of my neighbors got DSL, and I found out that none of them could). I canceled my phone service and asked for the $88.10 of the phone installation charges back. The logic: I agreed to getting phone service because Verizon said I could get DSL, and if DSL wasn't available, I wouldn't have gotten phone service in the first place. I was led to get phone service based on either flat-out lies or incompetence on the part of Verizon, and I shouldn't be the one paying for it. Verizon called today and said they'll refund only a charge related to a "site visit" but not the installation charges. I explained my situation and logic again and the rep said, "well, you insisted on keeping the phone number, and that's evidence that I really wanted phone service. We got you phone service and so we won't refund the cost related to the installation of phone service."
Another statement she made: "DSL is not regulated by California Public Utilities Commission (CPUC), and Verizon never said they will deliver the service as promised." Basically they can be unaccountable and it's OK. When I said that both Verizon's website and the rep said I could get DSL at my new place, she said it's just a simple, honest mistake. Even now, the website still says I could get DSL! Honest mistake? Why haven't you fixed that?!
If you really want to try getting Verizon DSL (or FiOS or whatever they're advertising) and you didn't care much for their phone service, make sure you get in writing that if they cannot deliver DSL, even your phone-related charges must be refunded.
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