I've been dealing with Verizon DSL technical support and I've come to bitterly regret the choice of becoming a Verizon customer.
The service they provide is what one might expect in a developing country, not for sure in a developed one...
September 27: my internet connection is lost. This happens the same day my next door neighbours get a phone line from Verizon, so my suspect is that my wires were accidentally disconnected. After an hour on the phone with the tech support (switch the modem on and off, line tests and the whole routine) I convince them that a technician should come. They suggest an appointment for October 1st, 8am to 12am, and they will confirm within 24 hours.
September 28: nobody calls within the 24 hours, so I call back. Half an hour on hold, but the appointment is confirmed.
October 1st: half a day of vacation used to be home 8 to 12. Around 10, a text message confirms an appointment for 8am to 7pm! I call back Verizon dispatch team, and turns out that the 8 to 12 was not confirmed. Whoever confirmed on 28, had made a mistake. I cannot wait after 12am, so I reschedule for the first available half day window: October 7th 1pm to 5pm
October 7, 5pm: another half day off work. Nobody comes by 5pm. I call back, and they tell me that 1 to 5 means, in fact 1to 7, to leave the technician a 2 hour 'grace period'!. 7pm: nobody comes, I call back, no reason or justification is given, and I am offered the next available slot on October 13.
October 8, 10am: I receive a call from Verizon offering an 8am to 12 am appointment for the following day. I accept. Not trusting the first person entirely, I call back and speak to a supervisor: the appointment is confirmed.
October 9, 9am: another half day off work. Around 10, a text message confirms an appointment for 1 pm to 5pm! I call back: apparently the previous day they confused 'requesting' with 'confirming'. My 8 to 12 was denied and, without informing me, a 1 to 5 was scheduled instead. I decide to stay the whole day at home waiting for them.
By 7pm nobody comes. I call back, angrily, and I get a call back from maintenance. The lady apologises profusely, and offers an appointment for 8 to 12 on the 10th.
October 10, 9am: Around 10, a text message confirms an appointment for 1 pm to 5pm! I call back: no trace of the 8 to 12 I was confirmed the night before, and it's unclear who ever requested an 1 to 5!
Bottom line: two weeks have passed, I have spent about 10 hours on the phone with Verizon scheduling and rescheduling appointments, I have wasted 2 full days of vacation waiting for the technician to come for 'confirmed' appointments, and nobody has come yet!
Customers around Washington DC, beware!!! If you ever need maintenance, the local maintenance office is unbelievably mismanaged!
Contact the billing department and relate this to them. That cannot fix the miscommunications between the customer support people (where ever they are on this planet) and the local tech pool that actually does the work, but they can be convinced to compensate you with 1-2 months free DSL service for your problems.
If enough people do this then maybe the pain in the wallet will make them fix it.
FWIW, I went through a similar problem a few months back. You are not alone.
If all it took was people calling in and complaining, to fix things..... It would have never gotten this bad.
best o luck
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