Intermittent DSL connection drops

[dsl_nobody]

For over 6 months, I have had intermittent connection drops on my DSL connection, approximately once or twice a week.  I need to reset (power cycle) the modem to restore the connection.  I have made multiple calls to Verizon Tech Support.  Vzn support has already replaced my modem (2 months ago--which I was confident was not the problem).  (Incidentally, I was given inaccurate instructions to return the old modem, consuming more of my personal time.)  A technician visited my house about 6 weeks ago, told me he made some changes, and gave me a business card with a phone number on it, tell me to call him if I had more trouble.  I had trouble the following day.  I have called him 4-5 times since, never receiving a call back.  I have called his supervisor twice, still no return call.  Vzn tech support told me a technician would visit yesterday.  I waited the obligatory 4 hours--no technician arrived.  I called (again) and spent a half hour on the phone.  I was told that the call was cancelled, but there was no explanation.  The customer service standard set here is appallingly low.  I can only assume that the $300 per month I pay to Verizon is not sufficient to get a professional level of service.

I am simply posting here, in hopes that someone in charge of QC for Verizon will read it and try to assist.

[ThiaB]

Hi dsl_nobody,

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. The title of your post is the link. 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.

[dsl_nobody]

This is an update on a previous post.  I posted about this issue previously.  Verizon opened a support case to resolve it.  After this happened, I simply received a notification that "your case has been resolved" or some such message.   No explanation of what was wrong or what had been done or when.

Well, the problem has not been solved, and still persists.  Verizon's low priority on resolving this problem, and that I first asked for assistance for it back in July is outrageous. 

Verizon replaced my modem back in July.  First I was told I'd be given shipping labels to return the old one.  No labels ever appeared.  When I inquired again, I was asked by a Verizon representative, "You can't just throw it in the trash?"  So this is how Verizon expects their customers to dispose of electronics equipment.

I have been promised service calls that never occurred and given endless run around by customer service staff in faraway lands.

STILL NOT SOLVED.

Previous message:

09-12-2016 08:27 AM

Message 1 of 2 (202 Views)

For over 6 months, I have had intermittent connection drops on my DSL connection, approximately once or twice a week.  I need to reset (power cycle) the modem to restore the connection.  I have made multiple calls to Verizon Tech Support.  Vzn support has already replaced my modem (2 months ago--which I was confident was not the problem).  (Incidentally, I was given inaccurate instructions to return the old modem, consuming more of my personal time.)  A technician visited my house about 6 weeks ago, told me he made some changes, and gave me a business card with a phone number on it, tell me to call him if I had more trouble.  I had trouble the following day.  I have called him 4-5 times since, never receiving a call back.  I have called his supervisor twice, still no return call.  Vzn tech support told me a technician would visit yesterday.  I waited the obligatory 4 hours--no technician arrived.  I called (again) and spent a half hour on the phone.  I was told that the call was cancelled, but there was no explanation.  The customer service standard set here is appallingly low.  I can only assume that the $300 per month I pay to Verizon is not sufficient to get a professional level of service.

I am simply posting here, in hopes that someone in charge of QC for Verizon will read it and try to assist.

RESPONSE FROM FORUM MODERATOR:

Re: Intermittent DSL connection drops[ New ]

‎09-12-2016 09:00 AM

Message 2 of 2 (198 Views)

Hi dsl_nobody,

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. The title of your post is the link. 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.

[dsl_nobody]

For over 6 months, I have had intermittent connection drops on my DSL connection, approximately once or twice a week.  I need to reset (power cycle) the modem to restore the connection.  I have made multiple calls to Verizon Tech Support.  Vzn support has already replaced my modem (2 months ago--which I was confident was not the problem).  (Incidentally, I was given inaccurate instructions to return the old modem, consuming more of my personal time.)  A technician visited my house about 6 weeks ago, told me he made some changes, and gave me a business card with a phone number on it, tell me to call him if I had more trouble.  I had trouble the following day.  I have called him 4-5 times since, never receiving a call back.  I have called his supervisor twice, still no return call.  Vzn tech support told me a technician would visit yesterday.  I waited the obligatory 4 hours--no technician arrived.  I called (again) and spent a half hour on the phone.  I was told that the call was cancelled, but there was no explanation.  The customer service standard set here is appallingly low.  I can only assume that the $300 per month I pay to Verizon is not sufficient to get a professional level of service.

I am simply posting here, in hopes that someone in charge of QC for Verizon will read it and try to assist.

RESPONSE FROM FORUM MODERATOR:

Re: Intermittent DSL connection drops[ New ]

‎09-12-2016 09:00 AM

Message 2 of 2 (198 Views)

Hi dsl_nobody,

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. The title of your post is the link. 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.

[dsl_nobody]

Hi dsl_nobody,

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. The title of your post is the link. 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.

[LawrenceC]

Hi dsl_nobody,

We have reopened your Private Support Case. Please access your case through your profile page by following the instructions posted earlier. The support agents do not monitor the public boards and will need to hear from you in the Private Support area before they can begin assisting you.