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Verizon Shutting Down Rural DSL Service

I am a Verizon DSL customer yet, but dealing with them is exceptionally frustrating. I’m not sure there is any advice or fix for my service problems, but perhaps someone has experienced the same problem and has had a positive resolve.

I have/had the companies DSL service in the high-desert of California for the past 7 years now. The DSL is the lowest form of available from Verizon; it uses the Fajitas frame-relay equipment in the “central office.” For the most part the service has worked great, it would go down about once a year and the techs (excellent technicians) in the area would quickly fix it.

Unfortunately, the last time it went out I was told that the equipment is degrading, it’s not being replaced, “ports” are filling up and that the people in charge are not going to replace the old equipment. So once no more ports are available on the Fajitas equipment, customer’s service in the area is no longer available.

I called customer service, and was told repeatedly, by the higher tier level techs that the Fajitas modem is no longer being used and I need a new modem. I had to explain to them, it’s a system run by Fajitas frame-relay equipment.” Finally they agreed and would try to send a tech. Towards the end of the call I was told the service would have to be terminated since it is no-longer available in the area.

Has anyone out there experienced an issue with Verizon and they would no longer be able to receive service because the old outdated DSL was not going to be replaced? Have any Verizon customers been able to resolve this problem with Verizon replacing the equipment? Can Verizon force me to cancel the service, or are they obligated to fix if I am still paying for it.

Ordinarily I would just move on to another service, but there is no other comparable service offered in this area. I work from home as a full-time; I can no longer work from home! The nearest company office is 120 miles away—one way. I travel extensively, I have a video security system on the home so I no longer feel safe leaving it for extended periods of time. There are hundreds of people in this area now without DSL service, what's happening on your side?

Comments

[Deleted User]

Hi Kev1mc,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

Verizon_Support

Hello Kev1mc,

Unfortunately due to non response we will close the private thread. If you still need help with getting in contact with the DSL specialist about your service or ever need anything else, please let us know in a new public thread.

Thank you,

-Jeramy

Kev1mc

I am again amazed at the lack of effort by Verizon technicians. This thread and support case was closed out quickly. What do the representative not understand about not having internet access anymore. I left a good contact number to reach me regarding this matter more than a few times. I did not go home the entire month of December because I could not work from home, remember no internet service. I did return to the house December 28th to fin 12 to 15 messages from a executive appeals representative named Rene. He left message after message on a number I told prior representatives I could not be reached at. How difficult is this. So do i have to start this whole process over with a representative in India again who is going to tell me I have the wrong modem?

[Deleted User]

Hi Kev1mc,

We have reopened your private support case. You may post any updated information, including the best way to contact you, in your support case.

Verizon_Support

Kev1mc,

We have closed your private support case. We are glad were able to get the correct parties involved to get your questions answered. Feel free to make a new post anytime you need our help.

- Jose_VZ

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