Having just spent the last four days trying to restore my DSL service, I thought I would pass along my experience if anyone else is thinking about up-grading their DSL.
My fixed IP/frame relay speeds were really slow (768/128), so I decided to up-grade since I need to FTP large files for a book I am working on. Sales signed me up for a 5 MB/768 service, plus 10 g of storage. I was to receive a new modem a couple of days prior to the service cut-over.
So four days ago my frame relay DSL was eliminated. No modem or anything else arrived. Finally was able to reach a good tech support individual who told me what type of modem to purchase and gave me connection instructions. Hooked up the new modem, configured it with no problem, but no DSL. Back again to Verizon's lame IVR to try and reach someone. Received a call at 5:00 AM Sunday morning from Verizon saying that they were mailing me a replacement modem. He hung up before I could say this was not the problem, as I had already purchased one.
This morning (day four) still no DSL light on the modem. Started the process of communicating with Verizon over the phone. Got to tech support and a great tech. She spent about 45 minutes getting things checked out. Finally was up and running. Only problem was that the speed was slower than my frame relay.
Again back to Verizon, this time in search of sales. Five calls to different numbers ended with "no service available at this time." This is after spending about five minutes navigating the IVR system and waiting on hold each time. Finally connected with someone who indicated that I had been provisioned with 768/128 service, even though my sales and billing rates were for the faster service.
After spending 10-12 hours the past few days with Verizon, I would really caution anyone considering up-grading their DSL service to think very carefully about it, take timeliness provided by Verizon with a grain of salt, and be sure to have lots of spare time. My modem from Verizon still has not appeared, and perhaps tomorrow I will see the faster DSL service.
Cheers,
Dan
