HSI DSL issues since installation

TexKSAH

On 1/22/14 I had Verizon HSI DSL 3-7Mbps installed in our new home. We just moved into a subdivision that does not allow overhead utilities so the cable company has decided not to supply cable to our area due to the cost of underground lines even though we are surrounded by their lines. Anyway, Verizon DSL was our best option for internet and when it works, it's more than adiquate.

The problem is that since it was installed, it RARELY works. 7 out of 10 times, a speed test will show 300+ pings, much less than 3Mbps downloads and less than .5Mbps uploads. When it works, I'm getting less than 50ms pings, over 5Mbps uploads and over .7Mbps downloads. But, as I stated above, it RARELY works well. And it is not a congestion issue as it will sometimes work well during peak times, yet very often perform expremely poorly during the early morning, mid-day on a week day or late at night. There is no rhyme or reason, it's totally random when it works and when it doesn't, but it is consistant in that it only works well 30% of the time.

Many, many calls to support, emails with trace routes and speed tests to the MCO outage group, escalation by techs to the router and networking groups all have failed to fix the problem and almost 30 days after installation, the problem continues. The worst part is after all this and still continuing to have issues and calling support, I get my first bill and NOT A SINGLE DISCOUNT OR REFUND for this **bleep**-poor service and functionality that 70% of the time does not even come close to performing to the standards advertised!

Does Verizon seriously expect me to pay for something that they can't even keep working for more than a few hours before the service drops way below the speeds they are charging me for?

Has anyone else had a similar issue in that 30 days after installation (with numerous techs and network engineers all agreeing there is a serious problem) still not have any resolution yet are getting billed as if nothing is wrong?

Did I make a HUGE mistake signing on with Verizon? Can I bust my 2 yr commitment and tell them to stick their crappy service where it stinks or do I need to get a lawyer to get out of this mess since they cannot seem to provide the level of service I'm paying for?

Any help would be appricated.

[Deleted User]

Hi TexKSAH,

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.