Verizon DSL drops out intermittently: problems for 10 months

[KH-OrnEsh1]

I'm sorry you are having difficulty. An agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or to help you resolve your issue.

---

@goedken wrote:

Well, we're getting pretty fed up.  Here's the letter that we are sending out for a Verizon Presidential Appeal...

To:

 Verizon, St. Petersburg, FL

Verizon Technical Team, Worcester, MA

The Department of Telecommunications and Cable, Consumer Division, Boston, MA

Better Business Bureau

Dear Sirs,

We are writing to lodge a formal complaint about our Verizon DSL service, and the extremely
poor treatment we have received while trying to resolve this (still unresolved) problem. We have had
intermittent internet outages for the last 12 months. This followed five years of normal DSL service at
the same address. Our problems worsened this spring; our internet is out a few minutes to several
hours a day, most days a week. Our next door neighbors have the same problem with their Verizon
DSL service, though they do not use the internet very often so are less affected than we are. We rely
on consistent internet service for our jobs.

We have had 13 technician visits to our home from a total of seven different technicians. On
multiple occasions, we have also been stood up for scheduled technician visits, including days in
which we took off work to be home. Two of these times in which we were stood up were not visits that
Verizon initiated, where we were told we needed to be home. Additionally, we have received
several “auto-calls” informing us that our problem is fixed and our work tickets have been closed. This
is extremely upsetting to us, as our problem has never been fixed as we have explained many times.
Several technicians have spoke confidently (and condescendingly) that their work would fix our
problem; these are generally the technicians we never saw again.

It is clear from our several calls each month to Verizon that persons and departments within
the company do not communicate with one another. Time and time again, we have been shuffled from
person to person, and now believe that no one wants to expend the effort to deal with our problems.
For example, multiple employees have failed to call us back when they said they would. We have
asked several times for a team of creative thinkers (with the authority to act) to brainstorm some sort
of solution and let us know what Verizon was doing to solve our problem. This has not happened. We
have made extensive notes about our service interruptions and our correspondence with Verizon over
the last several months; these are included in this packet. We also have multiple videos across several
months showing that DSL signal is not available.

We believe that a new line needs to be put in from the local hub to our house, a distance of
only a few blocks. (See notes on reverse of page.) At this point, we have no faith that Verizon is
willing to fix this problem and restore service to us. This is truly a shameful way to do business.
If Verizon is unwilling to restore our DSL service to acceptable levels, we would like Verizon to

Notes: This is what Verizon has told us they have done:
1. Isolated our phone line from DSL.
2. Replaced the line from our street to our home.
3. Switched the F2.
4. Put us on an A-DSL2 card at the local hub.

We have tried seven DSL modems and six routers without success. The problem is not within
our house; that is clear. We believe a new F1 line is needed. We were even told by a company
representative on the phone “well, DSL is on copper wire…” - basically from our view, an admission
that copper wire can go bad, and that this may be the cause of our problems. We have asked for a
new F1 line to be installed several times and been brushed off each time.

---

[turnbullr]

I have the exact same problem.  I could outline everything that has happened to me but it would be redundant.  Mine has been dropping out since February.  Has anything been resolved with your case, and if so, what was the resolution?

[goedken]

On Friday, after more back-and-forth including talking to the new "chronic, intermittnt DSL" team at Verizon, they installed an new line to my house (using a new number).  

This is now conencted at a high spped and hasn't dropped out since.  If that's the case for another two weeks, I will believe that the problem has been fixed.  

[antben926]

Wow, a "chronic intermittent dsl" team.  How did you speak to them?  I'm having identical problems and hoping i can get someone to replace the lines in my house too.  I tried calling Verizon HQ to complain only to be put through a better english speakign employee in India.  I'm fed up as well.  I have been told to call our local news channel  to get this out there since there are so many people facing this issue. Verizon needs to get their butts in gear and fix these problems.  My next step is the writing and putting a complaint in to the  BBB.  I was also advised to send a complaint to my local attorney general which I did.

[KH-OrnEsh1]

If you are having an issue with your Verizon service, you can use the Verizon Troubleshooter to fix and report issues with your Verizon Phone, FiOS TV, or Internet Service. You can also schedule a repair. Here is the link: http://www.verizon.com/repair

You can also find tools on the Verizon Residential Support page that may help you diagnose your issue: http://www22.verizon.com/residentialhelp

---

@antben926 wrote:

Wow, a "chronic intermittent dsl" team.  How did you speak to them?  I'm having identical problems and hoping i can get someone to replace the lines in my house too.  I tried calling Verizon HQ to complain only to be put through a better english speakign employee in India.  I'm fed up as well.  I have been told to call our local news channel  to get this out there since there are so many people facing this issue. Verizon needs to get their butts in gear and fix these problems.  My next step is the writing and putting a complaint in to the  BBB.  I was also advised to send a complaint to my local attorney general which I did.

---

[antben926]

Uhmmmm are you kidding me???  I already know I can call and go on here to get help. Thats all i've been doing for the last 3 years is calling Verizon  and gettting techs to come here and also trying to troubleshoot the issue myself!!  I'm not new to this game and have been having problems for 3 years!!!  I've tried it all already. The ony fix is to get my lines replaced which Verizon isnt understanding!!!!  Complaint letters will keep going out until my problem is fixed and not swept under the rug like it has been.  I dont want to keep calling Verizon for the same issues every month and then have a tech come out to tell me the same thing all the time.  Wouldn't you think it's cheaper to replace the line than to send technicians out all the time??

[KH-OrnEsh1]

Hi antben926,  an agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or to help you resolve your issue.

[antben926]

Thanks but as of today i'm waiting for a Verizon technician to come and see what the problem is and fix the line for the 10th time.  What I really need is someone who is capable of viewing my account to see how many times i have had to call Verizon to fix the same issue then have someone replace my outside lines so this internet disruption ends.  Can you help me with that??

[bookwoman1019]

I, too, have been having problems. Techs were out in June, and they supposedly redid some of the wires in the neighborhood. THen a week ago, DSL light starts blinking on modem--no internet.  Called India, they finally said someone would be out MOnday 1-5--finally, after 630 tech came--said it was the outside line, someone would be out around 5 the next day, and we wouldn't need to be home. the next day, 815AM, my doorbell rings--Verizon! he checks outside--'you're good here' follows the line into the garage, finds a transfer place, comes into basement, finds another--goo there too. Decides to put another jack in living room where modem is and put in new line to box in basement.  Hey it's working. This tech said if it goes out again its the wiring from garage to basement, well, what do you know....late that night, it goes out AGAIN! I'm really frustrated, paying for a service we can't use, and having to call India every blooming time and go through all the steps I've already done 5 times myself!!!

Will call India AGAIN tomorrow, unless i am home from work/errands early enough. Will also check into cable....

[kasey17]

Hi, I'm having the same problem.I just switched to verizon in Sept. I have had 4 visits waiting again today. My wait time is 8am to 8pm terrible inconvenience and customer service. I don't think one person talks to the last person. I think the main problem is the line outside that the wires are probably 60 years old running through lead pipes. Waiting for a truck to check lines. Was told twice it's crossed wires. Each time they come, they fix other things but no satisfaction yet. I don't think they want to change the wires.If they don't  fix today. I'm going cable.