Hi,
I'm posting this here because after searching this site for 20 minutes I can't find an e-mail address to send dissappointed customer feedback to. We have had verizon for at least 10 years and have always been happy with our service...until now. Over a month ago we started having a problem where our one desktop computer that uses an ethernet cable connection to our router, would not connect to the internet. It would say"limited connectivity" or "local only". I called for help, and was told that it sounded like a problem with my pc, because we were also having a monitor issue( the screen was 1/3 white). I asked if they could be 2 unrelated issues and got a vague answer. I put a new monitor on the computer on thursday 12/15/11, and the picture was perfect, but still the same exact internet problem. I called for tech support and spoke with a very nice girl who tried one thing (pingwww.google.com), never asked me about what security I was runnung-we pay for Verizon Security Suite-and her final advice was that I had a broken computer, then she offered to sign me up for the advanced tech support which has a monthly fee. I told her I'd rather pay someone to come to my house and perform the support, as I am not computer savvy, and didn't want to sign up for more services.
Well, imagine my surprise when the gentleman who came to my home to "fix" the computer told me it was a Verizon Security Suite firewall that was blocking the internet connection!! Then he asked me if the Verizon tech even asked me (she had my records, she should have seen that we PAY for the security service!!) if I tried to simply turn off the security and attempt to connect. No, they did not. Seems like I just paid $50.00 for a service that Verizon should have performed, a service that we already pay for! This has really soured my opinion of Verizon, especially the tech support that used to be excellent!! Whatever has happened to tech support is not good, the people you now have, are inexperienced, and in my opinion, are useless. I could tell from hesitations that things were being "looked up", the last person to help me had to recheck, then tell me to put a "space" between ping and www.google!! Very dissappointing, and I feel that Verizon owes me $50.00 for a service that they should have performed.
