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On going dsl, billing and customer service issues
pcamil
Newbie

I have been having on going issues with our internet going down every 24 hours or so (dsl and internet lights remain lit). We have had all wiring inside and out, router and outside box replaced. After two attempts at repair (each time the internet was down for 2 - 4 days) We are still having the same issue.

In the process of working on this issue the verizon tech advised we were never moved to the enhanced dsl package (which we have been paying for at least a year or so). I tried contacted verizon customer service each time and today was the most frustrating experience with customer service in my attempt to get our service up to the enhanced.

The customer service rep did not seem to understand what I was asking for (the verizon tech stated I should call customer support to confirm we are paying for the enhanced service and if so, have them advise the techs to wire us into the equipment for enhanced) and seemed to be working off the same script when we had reported internet loss (check the line, what lights are on/off, etc).

I would aprreciate any input as it seems we are losing internet due to something renewing every 24 hours. And we would like to either be moved to the speeds we have been paying for and/or get credit for the overpayment.

As of now we have yet another trouble ticket open and my family advised after the call to customer service the internet is back down.

router is a d-link 2750B dsl router 

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Re: On going dsl, billing and customer service issues
LawrenceC
Community Manager
Community Manager

Hi pcamil,

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.

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