Severe weather reminder for our HSI customers
DougVZ1
Specialist - Level 1

Severe weather reminder for our HSI customers...

For information on HSI modem resets, click here.

Due to extreme weather conditions, there may be storm related power outages in your area. Your internet services will be affected until power resumes.  If you do not have power please contact your local power company.  If your power is restored and your internet services are still not working, you can report an outage, check status, request a new repair or update an existing repair online at www.Verizon.com/repair .  If some of your Verizon services are working, but not all, you can use the In Home Agent application on your PC to troubleshoot and restore services.   We apologize for any inconvenience.

1 Solution
smith6612
Community Leader
Community Leader

You could always say "Agent..." after you get past the telephone number prompt when you reach the main menu. Even with the issues relating to the hurricane, wait times through that avenue shouldn't be any more than a few minutes. Of course, don't overuse it if you can get to where you need to go through the voice promts (Such as DSL Technical support) which is a simple stroke of 1 and then 2 on your numpad the last I've checked.

I also find it best to talk to the reps in a calm voice without a sense of urgency. They tend to help out a lot more when they aren't being screamed at or rushed to try and make a fix. Also, if you guys are having trouble with speed on your DSL line, post up about it in your own thread and I'll be sure to take a look at it.

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42 Replies
paulriley
Newbie

 large tree is leaning against the phone lines at the bottom of my hill. dangerous situation. Paulriley

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mermaidvilla
Newbie

I live in the UK and have a place in Orlando. Have just been told the internet and phone are dead as a dodo bird!!!

I have tried to contact veizon but to no avail. Can someone tell me are they having difficulties in the Haines City region as its annoying when youre 4000 miles away and cannot get to talk to anyone in the support centre

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ThunerBob
Newbie

I have no Internet connection since Wednesday, August 24 at 6:00 pm.  I work from a home office.  A Verizon scustomer rep worked with me to analyze that the problem was outside my house "in a main office"..  The rep told me my problem would be expedited, which I new he had no control over.  I am still down, my problem was due (and committed to) be fixed today.  Called customer support, there is no ETA to get my problem resolved.  

Why should I (or anyone) stay with Horizon.  Can't wait to fight with the billing dept to get a reduced bill..

Ineffective customer service, no communciation back to the customer, terrible technical support. 

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Hal_Mann
Newbie

So, I am not alone.  This is a common problem.  I have had intermittent internet "availability" since mid-August.  Verizon checked it out and found it was working, except that it's not.  It remains intermittent and no doubt very slow.  My friend says that she was told on the phone that they recommended she switch to FIOS.  That may indeed be why they appear to be neglecting us. 

 I, too, look forward (not) to fighting with the folks wasting my time at billing.

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bam1231
Newbie

I agree!! I have had the exact same problem and for 10 days, since August 24th, and have been told "it is a problem in the central office" and "verizon technicians will call you when it is fixed" but they cannot or will not tell me an estimated time of repair, where this central office is, or what the exact problem is. It's been horrible as far as communication and customer service are concerned.

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SlowDSL
Enthusiast - Level 1

I am living in the Queens area and my DSL & Phone are on and off for the last couple weeks. And now both of them are dead in teh water. I do the online testing and they kept saying that there is no problem in the network. I went to disconnected every thing from the house and checked the incoming wires. Theer is nothing between the two wires. I know that should be 50Vdc between the 2 phone wires.  And I checked between ground with each one they both get -26vdc. That mean the trunk of teh network is shorted or lost their power supply.  I saw the verzion service van out side of my house. I ask them if they can check the DSL line, they said the line is old and I should switch to Fios service. They obvious is working on the Fios line.  This is telling me that Verizon is trying to screw the HSI customer and force them to switch over to Fios.  I am typing this complain on my Sprint wireless Boardband access. and the speed of it is much better than my DSL when it was working.

smith6612
Community Leader
Community Leader

@SlowDSL wrote:

I am living in the Queens area and my DSL & Phone are on and off for the last couple weeks. And now both of them are dead in teh water. I do the online testing and they kept saying that there is no problem in the network. I went to disconnected every thing from the house and checked the incoming wires. Theer is nothing between the two wires. I know that should be 50Vdc between the 2 phone wires.  And I checked between ground with each one they both get -26vdc. That mean the trunk of teh network is shorted or lost their power supply.  I saw the verzion service van out side of my house. I ask them if they can check the DSL line, they said the line is old and I should switch to Fios service. They obvious is working on the Fios line.  This is telling me that Verizon is trying to screw the HSI customer and force them to switch over to Fios.  I am typing this complain on my Sprint wireless Boardband access. and the speed of it is much better than my DSL when it was working.



Have you tried checking service out at your NID? If that gives the same result something is up for sure on Verizon's network. I can't blame them for pushing FiOS but considering the nature of things, it probably takes longer to repair a copper network (that should hold up during power outages, however) than it does to repair a copper network.

smith6612
Community Leader
Community Leader

@ThunerBob wrote:

I have no Internet connection since Wednesday, August 24 at 6:00 pm.  I work from a home office.  A Verizon scustomer rep worked with me to analyze that the problem was outside my house "in a main office"..  The rep told me my problem would be expedited, which I new he had no control over.  I am still down, my problem was due (and committed to) be fixed today.  Called customer support, there is no ETA to get my problem resolved.  

Why should I (or anyone) stay with Horizon.  Can't wait to fight with the billing dept to get a reduced bill..

Ineffective customer service, no communciation back to the customer, terrible technical support. 



What exactly is the problem with the DSL? Is the Internet light simply out/modem or router is not getting an IP address from Verizon or is the DSL light flashing?

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Pjd1020
Enthusiast - Level 3

after Irene's departure from No. virginia, my verizon phone service died sometime Sunday, 8/28Smiley Surprised.  dsl was fine, at least until yesterday - it's barely running now, speed tests show 0.42mbps dl  (usually get 2.8mbps or higher).   I don't expect any miracles, based on what I've read in this forum it's obvious that there's serious backlog on tickets. 

p.s, checked other forums, even google'd, checked dslreports, but there's nothing saying what's down or why. 

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imush
Enthusiast - Level 1

Not only the DSL, but even my landline is not working outside 911 and the local calls within the village (518589xxxx). I tried to call Verizon, and you have to waste 30 minutes with the automated menus just to get dropped.

onclewillie
Enthusiast - Level 1

Has the East Coast severe weather caused problems with the Verizon DNS servers????  I have had intermittent "unable to connect" issues throughout the day.  My router and separate DSL modem are working fine.  Some websites load right away and others, including Verizon dot com and dot net weren't even coming up.  I tried to do traceroute to a domain and got a loss of dns service after hitting the first Verizon server.  I just tried to tracert to Verizon dot net and had two timeouts while inside the Verizon system. 

I am getting to the Internet but something is happening while within the Verizon dns/backbone. 

Too bad you no longer offer network status with alerts for those who understand IP networks.

snippet of command line screen:

 4    26 ms    26 ms    26 ms  G0-5-3-4.LSANCA-LCR-21.verizon-gni.net [130.81.193.242]
 5     *        *        *     Request timed out.
 6    64 ms    65 ms    63 ms  so-7-3-0-0.DFW01-BB-RTR1.verizon-gni.net [130.81.19.125]

Vanrijn
Newbie

I don't know there was a severe  thunderstorm alert a few hours ago in the area taken me hours just to get this far.

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inSavinHill
Enthusiast - Level 1

I have not had Internet since noon yesterday. I contacted Verizon support and they said the line was fine - but my Internet light has been red since it was out. Oh, I'm using my neighbor's Comcast network. I'm working at blinding speed comparatively to my Verizon. For the past six months I have averaged 5 minutes per page load. Verizon continues to shrug and mark the tickets as "resolved". Saying it doesn't make it so.

I'm off to Comcast this week for less $, better speed no **bleep** CS.

I will never, ever chose Verizon again.

DougVZ1
Specialist - Level 1

You can use the Verizon Troubleshooter report and try to fix issues with your Internet service, as well as to schedule a repair. You can access the Troubleshooter here:  http://www.verizon.com/repair. You can also find other tools on our Residential Support page that may help you diagnose your issue: http://www22.verizon.com/residentialhelp/.

Feel free to post any questions in the appropriate forums here as well and a peer will try to help.

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mark4386m11
Newbie

I dont know what or why http://www22.verizon.com/residentialhelp/ does not work

For the last 2 days the page comes up and says

We're sorry....
We are not able to process your request. To continue, please select
one of the following options:

They better get there act straight or they will be loosing customers by the millions

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TimsGem
Enthusiast - Level 1
Thanks but that didn't fix. The green lights on my Westell modem are all on except "internet". My phone is working fine. Can't find any website link showing outages for DSL & can't get through on the phone. Any other suggestions?
Nazpa
Newbie

Have had similar problem since 8/30.  DSL light is solid green; Verizon confirmed line is fine; but no Internet light.  First commitment date has come and gone.  4 calls (and supervisors), 3 1/2 hours of hold and talk time with tech support and 7 days later, still no internet.  Can't get a straight answer from Tech support on what the problem is and if someone is working on and when it will be fixed.  Unacceptable in today's day and age that I don't have internet access when there is no outage in my area.  I'm not sure anyone can help me...I need the Verizon Central office and they aren't working today (Labor Day)!

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MoniWi
Enthusiast - Level 1

Stop blaming the weather - it's the Verizon service.  I want mine out.  All they do is make excuses

labfish6
Enthusiast - Level 1

It won't let me leave kudos for this post!  Typical!  Censorship!

KH-OrnEsh1
Moderator Emeritus

@labfish6 wrote:

It won't let me leave kudos for this post!  Typical!  Censorship!


Please note that the ability to give out kudos comes with a longer period of membership. 

imush
Enthusiast - Level 1

I am sorry, but does Verizon really think it is helpful for customers with service disruption to waste all this time with your automated call center and not get through? 

There is still no visible area on Verizon site with a list of outages and progress in relieving them.

Instead, thousands of people wind through your automatic menus, self-tests, advices to unplug and plug in the phone, buy a new wire or schedule an appointment, all in hope of reaching a live person with information. Even in nonemergency times the automated phone system is an insult to anyone's intelligence. 

This is a major and senseless customer service failure; it would cost less to everyone to release the information. By the way, power is back up and all cable-based customers have their internet (and so phones). Verizon has not even acknowledged a problem with their landlines (let alone the DSL that runs uses them).

For one, I am planning to disconnect and am not coming back again. The only reason to keep the landline was for emergencies with power outage. These days, mobile and even cable services seem to be doing better anyway.