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"Enhanced" DSL...Verizon fraud?

Mikecorky

I have Verizon "Enhanced" DSL, 1.1 - 3.0 mps DL, and land line. FIOS is not available in my area, south of Boston MA. When I first signed up for the "enhanced" DSL the speeds were comparable to what it was sold as. I would usually get 2.5 to 3.0DL mps is non peek hours, and 1.8 - 2-2DL in peak hours. Recently, over the last few months, I've noticed the speeds decreasing signifigantly. One of the reasons I didn't notice sooner is the people in my household work different hours and we're not all online at the same time usually. In the past, even if we were, the speeds weren't all that bad, and if I ran a speed test with only one pc connected the speeds were what was advertised. Now I've checked and checked again, and I can't get over 1.2mps DL regardless of the time of day. At random times it drops to .5mpsDL or lower, with only 1 pc connected. Over the last 2 weeks I have not had a DL speed over 1.28mps. I worked with tech support and the very nice lady in India, or whatever country she was from, took me through the checklist of steps to troubleshoot the issue. In the end all she could come up with was it was a problem with my router. I have a D-link DSL-2540B router. Not really believing this to be the problem I agreed to order a new router through Verizon and paid the $45. The new router arrived, a D-link 2750B, and, not to my surprize, there is no difference in my speeds. I've left it on for a few days and no change. I had no internet light this morning and no speed and had to restart the modem and unplug the phone line to get up to 1.0mps DL. So after reading many posts here and in several other forums about issues like this, I can only conclude Verizon has dialed down the speeds to the minimum and possibly below that during certain times. Saying I'm getting 1.2mps DL and I'm the plan says "up to " 1.1 - 3.0mps doesn't cut it. Everyone that sigend up for "enhanced" DSL is expecting more than the minimum. We don't expect 3.0mps DL all the time, but 1.1 or lower is not acceptable either. I'm hoping someone a Verizon will look into this and turn the speeds back up. As for me I'm looking into Comcast for my internet if this isn't resolved, and filing a complaint with the MA State Attorney General's Office of Consumer affairs. I'd be interested in seeing how long this post is allowed to stay up.

Comments

Telcoguru

This is a forum of your peers. You need to contact Verizon to create a trouble ticket to have a technician come out and test the line.

Mikecorky

If Verizon provided half-way decent Tech support I would contact them, again. I will, on my day off, because I know how it will go. 1. Go through the menu of options that do nothing. It's a little insulting when the phonebot tells me they just tested the line and I need to restart my modem. I went through the entire "troubleshooting" menu, 3 times, restarting my modem every time they "ran a test" on my equipment and determined I needed to restart. That in it of itself is fraudulent. They don't do any test, they just want you to restart. 2. Connect me to "Tech Support", which is in India or some such country. They are always very nice, but only read the script over and over even if you tell them you've done something already and you're an IT professional yourself. Then, maybe if they can't delay you by telling you it's your modem and if you buy a new one everything will be fixed, they will try to contact you to a real tech. Then the wait on the phone begins, 3. You may get someone if you don't get tired of waiting, but you'll go through the same. When I had a problem a few years ago, the "Techs" scheduled a call and never showed up, claimed they did, didn't show up a second time, didn't return calls and were rude. I finally fixed that issue just by looking at my connection box outside. So forgive me if I don't have a lot of confidence in Verizon tech support. Add to that there is no email address you can send a complaint or even a message outlining your probelm. There are threads in this forum where people have asked and asked and asked for a simple email address and been rebuffed every time. And lastly, this is a forum for my peers? What does that mean? We're supposed to talk about how great Verizon is? No issues or probelms you're having? Here's a hint for you. If Verizon had a place or an email where its' many frustrated customers could go and voice our concerns and complaints, we wouldn't do it here.

gs0b

Yes, lots of people ask Verizon for an email address. No, Verizon doesn't do support by email. You can keep asking, but that doesn't change the answer. Even if they did have email support, it wouldn't change anything unless they revamped their support process and personnel training. I wouldn't count on that, either.

Yes, these forums are meant for customer to customer communication. There are many instances where we can help each other. We can't help much when the problem requires Verizon support. Sometimes the Verizon moderators will escalate an issue to support, but it is up to them to determine when that will happen.

I have had better luck with Verizon support by calling during business hours. I often get people based in North America, which can help. Although all of the front line support people are trained to follow their scripts. That won't change based on the person is located.

You really do need to work through Veriozn's support system to get a resolution to the problem. If I or other users could tell you want to do, you would have had an answer by now. If you don't think Verizon's service and support is worth what you pay for it, you are free to switch to another provider.

Good Luck.

smith6612

My advice:

https://www.dslreports.com/forum/vzdirect

Actual Verizon employees post there, and the post is private between you and the Verizon staff. While you'll have to be patient for the staff to get back to you, they have been pleasant to work with according to many people who use that method of communication. They should have the power to get your line working well, and not a congested trainwreck. Patience is key. Ideally, if the DSL trouble was reported back when you were seeing 1.8-2.2Mbps at night, some more time would have been helpful here. Try to get as much information to them as you can, concisely. Explain the slow-down situation, and provide times as to when each occurence of slowdown occurs. The rep should be able to check the network for historical data, as well as real time data to help resolve the problem.

Worst case... you do have your other options. I just hope you're not in a capping area.

pw44561

verizon will not fix this issue. I have had this same exact issue for almost a month now, And the local office tells me there is nothing they can do about it. and the "actual verizon" just gives me the run around. Ive actually decided to cancel my plan come monday.