Hi Everyone,
I have spoken to 3 verizon agents and changed my router but still experiencing issues. Reaching out to the community for help. Here is my frustration in detail. Up till last week, I had good speeds (on 15/5 plan) and average around 10-20ms pings so everything was running smoothly. I was very happy with the performance but then everything went downhill. The speed is still good but now I’m getting 60ms pings in the early mornings, 150ms pings in the afternoon, and at night (prime time) 300-400ms ping. The first 2 agents I spoke ran the optimizer, ran various tests, and finally sent me a new router which didn’t resolve it. The 3rd agent I spoke - I tried explaining that it’s not an issue with speed at all. I’m getting good speed but high ping which means (from my understanding) there is issue with the routing of the traffic? If I do tracert to google.com, verizon.net, or any other site, the ping jumps and sometimes there is Request Timed Out. I believe there is indeed an issue on Verizon server end but the agent kept insisting that the high ping is coming from outside their network so they can’t do anything about it. I mean, if it’s a single site like google, then fine, maybe google is having issues but it’s EVERY single site giving me high ping. The whole world wide web can’t be returning a slow response. After stating that point, the agent told me 300ms ping is .3 seconds, which is still very fast and acceptable. To me that’s NOT acceptable at all.. This is 2012 and fiber optics. If Verizon tells me that they feel 300ms ping is acceptable on fiber optics, then I might as well get dial-up.
If anyone can offer any help, it would be really appreciated. I’m extremely tired of speaking to agents who doesn’t seem to want to take accountability on the issue and tell me they can’t do anything. If this doesn’t get resolved in next few days, I will need to cancel.
I really expected more from Verizon. They are known to have great customer service and support. Very disappointed.
Read On for Conspiracy theory thought :
Ok, so all this happened the day after I spoke to a CSR (called in to get some of my account info – not related to connection issues) who tried to get me to upgrade to the next tier. He kept urging me to upgrade and I told him I’m happy with my speed and don’t need to upgrade. The next day after this call I started having issues. Are they purposing throttling me? Or set some kind of limitation on my connection so I’ll be like "Oh I do need higher speed and upgrade after all"?
Thanks.
[Edit] Just for everyone's info, I work in technology (though not networking) so I have knowledge on how all this works. I have done all the usual checks to make sure it's not an issue with my computer. [/Edit]
