Any advice? Got Verizon twice on the phone for our internet connection which keeps suddenly going to slow speed (long pings) and requires multiple box reboots to get speed back-up again for at least...10-20 minutes each time, till it drops speed again. First Verizon Technical Support blamed the Router and gladly got off the phone after getting a new Router mailed to us. No improvement at all. Second one blamed our phone line and said they would send a Tech to check our phone Line. Supposedly he came to our place while we were at work... He said our phone line was OK by email. but AGAIN we got NO speed improvement. Verizon now finds nothing better than charging us $91 for the Tech coming to our area (we never saw him....just an email...). Nobody said in advance they would charge us a full hour of labor (for useless work again). This is revolting: Verizon does NOT meet the promised/contractual High speed internet: in 60 days, we have had only ONE evening where we had streaming video working normally. Forget Youtube on all other 59 days!!! So now we have to pay extra money for poor performance combined with useless service and technicians based in other Asian countries that just want to get off the phone? Any advice? We keep reducing the number of devices using the Wifi to just one at the time (miserable...) and still can't get streaming video Youtube like.. If not, will Optimum work better and allow us to handle 3-4 wifi devices at the time?
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. 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.
We didn't hear back from you on your Private Support case. We hope you were able to find resolution to your issue.
If you need further assistance, feel free to make a new post in the public Forums. We'll be able to continue looking into your issue.
As always, we're available for support around the clock.
We all of a sudden started losing our wireless. After threatening to go to Comcast (after having to go through the hellish menus to get to an agent), a tech came out. They did see some issues between them and our modem. The tech gave us a new modem (Actiontec GT784WNV) and that worked for a few days and then the internet started dropping us again. Another really frustrating call to an agent (frustrating for what you have to go through to get to an agent) it turned out that the modem kept resetting the ISP protocol when we turned it off (to see if we could get the internet working). So, I learned out to set it to the right protocol. Well, tonight the internet was down again but the modem was set to the right protocol. Turning the darn thing off and on again worked. (So, check that your modem isn't messing with the ISP protocol setting). I am going to have to go through the hell of contacting some guy on the other side of the planet again. Comcast is looking better and better. Lack of competition is making us victims of very poor care.