I have had a host of issues since changing to Verizon for my home internet needs. The main one is slow speeds. I was offered a deal on switching to Verizon which was too good to pass up so I did it. And, WHEN it works, it is great. But when it doesn't, it is horrible mainly because the tech support can be atrocious.
I will suddenly notice web pages loading slowly and I check my speed. it will be between 20 and 0.6 (!) Mbps. I will contact support and I'll be given to one of two types, a newbie that main purpose is to upsell me on some service. I've actually dealt with a rep that spent 20 minutes trying to upgrade my PHONE service and every time I tried to change the subject she started back on her canned sales pitch. The other type is the helpful, knowledgeable techs. How to tell the difference? If they start off with some overly cheery statement about how you are now in good hands and they will do everything possible to make sure that you are extremely happy, well, you got the newbie.
This latest farce happened last night. Everything was fine and then suddenly - 12Mbps. I called in and got the robo-thing. It was 11:30pm so I expected that. I kept trying to get the support page but apparently it had signed off for the night giving me an error message. I then called 611 and got through. I got some girl named Ivy and I knew I had hit the newbie strain. But I let her go on and run the diagnostics. Of course it didn't work because she was just trying the old turn-it-off-and-on solution as well as "Let me run some diagnostics and get you back to running really fast." I went through all of them and then it still didn't work. Then she hits me with, "You are on our most basic plan and that plan only guarantees speeds from 150 to zero so at times you may not have any internet at all." What? "I can upgrade you for $$$." I told her she was wrong. Then my speed shot up to over 300Mps! I was trying to type in "It's working!" but she came back with another hard sell. I said what I have is great and my speed dropped to 20. I then asked to chat with a supervisor and she ignored me. I asked again and and she said the supervisor would do the same steps as she had done. I didn't care and asked again. She said the supervisor was going over the chat and would connect in a moment. 15 minutes later I still had nothing and Ivy had long since stopped responding. I disconnected and went to bed.
This morning I am still trying to get this fixed and maybe the new tech will get it done without me having to replace my router for the 5th time in a year and a half.
I came here trying to file a complaint with Verizon but I don't have the prestige to access the link that was supplied here. So I will just relay my tale of woe and wait to see what happens before I dump Verizon all together.
God speed, peeps. You won't find that on Verizon.
ArgonB, we're so sorry to hear about the connectivity issues you've experienced with your Home Internet device. This is definitely not the experience that we'd like for you, and completely understand your frustration. We want to provide you a lasting solution, and make sure that this is not a recurring issue. To best assist, we'll be sending a Private Message.
~Izzy
As to your request that I reply, here is my reply. Now what?
Start a new topic or ask questions in the open forum.
