Paying a Premium for a Service which Barely Works
Enthusiast - Level 1

I have a laundry list of issues with our Verizon DSL service including:

Currently - internet drops out and stays down around sunset every night and won't come up again until after sunrise.

Currently - interent drops in and out during bad weather and sometimes for no apparent reason at all on a fine day.

Currently - the internet connection issues troubleshooter recommends we sign up for Fios which is not available in this area and does not progress to another solution nor connect us with an agent.

Currently - Fios is -still- not available in this area even though we are on the I-95 corridor, close to a College and schools and in town.

Currently - the chat button for contact us merely returns an error and does not work. (We don't use fb messenger so have not been able to try that other option.)

Currently - we may or may not be getting double billed for our service; current services shows we have "Month to Month Faster 1.5 to 3 Mbps" and "High Speed Internet (1.1 - 3 Mbps)" is listed twice.

Currently - we may be getting billed for modem rental when we had purchased our Westell 6100G modem outright and then purchased another one when we had connection issues in the past; there was no improvement.

In the Past - whenever there were connection issues we were instructed to get a new modem.

In the Past - when we were sure there was an issue with the lines on the street, Verizon did not want to send out a tech to check them and instead wanted to charge us to send a tech to our house to check our inside wiring. When we finally did convince them to send someone, the tech said there had been an issue on the pole in front of our house and he also found a problem on a pole down the street. Our internet performed appropriately for a while after that.

In the Past - we went round and round for about a year trying to get land-line phone service in addition to our existing DSL (which should have been quite simple); we ordered through our account, over the phone, through chat and each time the order went through but service was never set up and the bill was never reduced to the new price. Each time the representatives said there had been an (unspecified problem) and they cleared it and put it through again and everything should be fine, eventually a manager told me there was a problem on their end (never specified) but they fixed it; we never did get our landline phone service.

I have been a loyal Verizon customer for years and am now completely unsatisfied with the 'service' on all levels. This whole experience has become positively Kafkaesque; thus we reap the rewards of deregulation.

Re: Paying a Premium for a Service which Barely Works
Moderator Emeritus

Hi quothraven,

Your issue has been escalated to a Verizon agent. Please check your Private Messenger Inbox for a message from a Verizon Support agent. You can find your Inbox by clicking on your username at the top right corner of this page and then clicking the envelope icon that appears at the top of the menu. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.