Very Poor Customer Service from Verizon

[lilDebbie2]

I want to complain about the very very poor service I have received from Verizon. Since I activated my 3.0MB DSL plan in Sept. I have yet to get an upload speed greater the 0.9MB. I have called Customer Service 2 times, each time I was on the phone for 2 hours and at the end of each conversation I was told that a field service agent would be dispatched to the area because there was a problem with the out side line. I have even sent them emails and feedback, nothing. I ran their in service agent and it too showed a download speed of 0.7MB.

Yet I am still being charged 39.99 each month. Its a New Year and I am still waiting.

[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.

[dslr595148]

#1 Visit http://www.giganews.com/line_info.html and post up the Traceroute the page shows, if you wish. Be aware that the final hop (bottom-most line of the trace) will contain a hop with your IP address in it. Remove that line. What I'm looking for is a line that mentions "ERX" in it's name towards the end. If for some reason the trace does not complete (two lines full of Stars), keep the trace route intact.

Can you provide the Transceiver Statistics from the Westell? Visit http://192.168.1.1/for me and do the following:

1: If you see a Blue and White Westell page, mouse over Troubleshooting, go to DSL, and choose Transceiver Statistics. Copy/Paste the information on that page.

2: Go to System Monitoring > Advanced Monitors > Transceiver Statistics. Copy/Paste the information on that page.

3: Try visiting http://192.168.1.1/transtat.htm which is a direct link to the Stats on older modems.

If you need a Username and Password, try the following:

admin/password

admin/password1

admin/admin

admin/admin1

admin/Serial Number.

By Serial Number, I don't mean type in the words Serial Number. I mean find and type in the serial number found on the bottom of this router.

[jools1]

Hi I'm 60 yrs old and have trouble just dealing with these animated systems u have have been calling for 3 days and no one ans. Customer serv line regardless of how long u wait 2 hr, 1hr..Ridiculous....However I order Hbo serv and for the purchases u ans immediately.....terrible!!!!

I have 3 issues that need immediate attention.....so can some have the decency to call me at {edited for privacy}

Julie

[KaLin]

jools,

Just a friendly reminder, this is a forum where users help other users. It looks like your issue may require a Verizon representative to review your account details. Please contact our customer service team via live chat or email at:
http://www.verizon.com/contactus

[jools1]

sorry and ty

[lilDebbie2]

Tks ornahp, I have not received an email nor a phone call but it seems that my service has improved to 1.7MBps when I checked today. Still not close to the 3.3MBps plan that I am signed up for, but some improvement. Lets hope it gets better.

[lilDebbie2]

dslr595148, per your instructions I have pasted the traceroute and the Transceiver stats below;

news.giganews.com

1 gw1-g-vlan201.dca.giganews.com (216.196.98.4) 74 ms 107 ms 206 ms
2 xe-2-3-0.er1.iad10.us.above.net (209.66.64.189) 0 ms 0 ms 0 ms
3 xe-1-0-0.er2.iad10.us.above.net (64.125.25.50) 0 ms 0 ms 0 ms
4 above-uu.iad10.us.above.net (64.125.13.174) 0 ms 0 ms 0 ms
5 0.ae1.RES-BB-RTR1.verizon-gni.net (152.63.32.142) 1 ms 0 ms 0 ms
6 P0-15-0-0.NWRKNJ-LCR-21.verizon-gni.net (130.81.199.15) 8 ms 8 ms 8 ms
7 P8-0.NWRKNJ-NWRKNJ02-ERXG05.verizon-gni.net (130.81.46.97) 9 ms 8 ms 14 ms
8 * * *
9 * * *
10 * * *
Max number of unresponsive hops reached (firewall or filter?)

news-europe.giganews.com

1 vl201.gw2.ams.giganews.com (216.196.110.2) 0 ms 0 ms 0 ms
2 208.174.49.145 (208.174.49.145) 0 ms 0 ms 1 ms
3 cr2-tengig-0-5-1-0.frankfurtft3.savvis.net (204.70.207.209) 10 ms 9 ms 8 ms
4 cr2-ten-0-8-0-0.NewYork.savvis.net (204.70.195.22) 88 ms 89 ms 88 ms
5 er2-tengig-3-1.NewYork.savvis.net (204.70.198.18) 91 ms 88 ms 88 ms
6 0.xe-9-2-0.BR2.NYC4.ALTER.NET (204.255.168.89) 124 ms 82 ms 83 ms
7 0.ae2.NY5030-BB-RTR2.verizon-gni.NET (152.63.18.74) 85 ms 82 ms 83 ms
8 P0-15-0-0.NWRKNJ-LCR-22.verizon-gni.net (130.81.199.17) 84 ms 85 ms 84 ms
9 P12-0.NWRKNJ-NWRKNJ02-ERXG05.verizon-gni.net (130.81.136.203) 86 ms 86 ms 85 ms
10 * * *
11 * * *
12 * * *
Max number of unresponsive hops reached (firewall or filter?)

Transceiver Statistics
Transceiver Revision A2pB020b3.d20h
Vendor ID Code 4D54
Line Mode ADSL_G.dmt
Data Path INTERLEAVED

Transceiver Information Down Stream Path Up Stream Path
DSL Speed (Kbits/Sec) 3360 864
Margin (dB) 22.8 17.0
Line Attenuation (dB) 22.0 10.5
Transmit Power (dBm)6.611.9

Even though the Transceiver Info shows a Down Stream Path speed of 3360 its always shown that from the 1st time I logged in at setup in Sept.

[ElizabethS]

Hello lilDebbie

A  Verizon agent tried to reach out to you on Jan.3, via private message.

{You have received information in your private message box -- > . It is a small gold envelope on the upper right of the screen. Please Read.}

[smith6612]

Oh how familiar...

You need to be moved off of that Juniper ERX router or the ATM switch reprogrammed to remove QoS from the ATM link. You're most likely seeing the infamous Juniper/Litespan issue I have spoken about in many locations in this forum. If you don't get any luck in getting this solved through the PMs here, let me know and I'll send you off to someone who will solve this for you.