Verizon
Poor Untrained Uncaring Customer Support - DSL High Speed? Internet

I have Verizon DSL internet service. Mysteriously, on June 12, the download speed dropped dramatically. I gave it a couple of days to resolve, did some troubleshooting at my end in the meantime, and on June 14 I called Verizon technical support.

The support team always wants the problem to be at my end. It MUST be my computer. But I explained that I have three computers and they are all seeing slow internet speed.

So we begin a test of my equipment - router and modem. The Verizon tech support person took over my computer, reconfigured my wireless router and disabled it from working at all. Then he dropped off the line leaving me with nothing.
And he never called be back on the phone number that he very carefully collected as part of his script.

Fortunately, I know how to set up a wireless router, so I was able to reverse his mistakes and get back to where I was - SLOW speed.

I called every day to get an update status on the ticket, and every time, we did the same dance. The problem must be at my end, my computer, my router. Finally, I spoke to a supervisor who seemed to understand that we had already tested everything, and that if three different computers are seeing the same problem, then it is most likely not my computer. So he scheduled a service tech to visit my house on Friday June 19.

On Friday morning, the service tech called and said that there was a Verizon router problem in my area, they were working on it, and that he was not coming out. The next day, my ticket was closed.

Is anyone hearing circus music yet?

No one bothered to call me to see if my internet speed had improved. It was still SLOW.

I started taking a series of Verizon (and other) internet speed tests. They all showed the same results. Very early in the morning and very late at night, the download speeds were reasonable at about 1 mbps. As the day went on, and traffic increased, the speed degraded to ridiculously low levels e.G. 11 kbps.

Given the data pattern, I believe that the Verizon network is bandwidth limited, and cannot support the service that I am purchasing. It is now June 24 (ten days since I opened a trouble ticket) I still continue to call every day now armed with a very obvious statistical data pattern of internet speed, and Verizon still wants to troubleshoot my equipment.

I am switching to another ISP. It is too much trouble having Verizon as a "provider".

Company: Verizon
Country: USA

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