For the past two months I've had very slow download speeds on my HSI DSL connection. Typically 0.2Mps. I've rang the agents so many times I've lost count.They are typically based in India and go through the prepared script. Check lines etc. All is well for 12 hours and then back to 0.2Mps. Of course during this period I've been paying full price for a HSI. I have two problems. 1. Its seems its impossible to get an answer or solution to my Internet connection problem. 2. I cannot get an answer on a refund for the money I'm paying for a service that does not exist. It seems Verizon are very good at taking your money and covering their tracks but not at providing answers or solutions. You cannot complain to a live person and have to resort to this to make your frustrations known. I contacted an agent to ask for an address to make a formal written complaint and guess what. Verizon don't supply one. If anybody has an answer for my frustrations then please let me know.They don't even provide an e-mail address for contacting them. In the meantime I will take my frustrations elsewhere and look for alternative providers.
You need to call Verizon and ask for the billing department. They will credit you for outages to your service. The only problem is you have to call them.
Step one: Visit http://www.giganews.com/line_info.html and post up the Traceroute the page shows, if you wish. Be aware that your non-bogan public IP Address will show up. It might shown up as the final hop (bottom-most line of the trace) might contain a hop with your IP address in it. Either remove that line or show only the first two octets. 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.
For example this what I saw when I was using Verizon
traceroute to 71.242.*.* (71.242.*.*), 30 hops max, 60 byte packets
1 gw1-g-vlan201.dca.giganews.com (188.8.131.52) 13 ms 13 ms 13 ms
2 ash-bb1-link.telia.net (184.108.40.206) 39 ms 7 ms 7 ms
3 TenGigE0-2-0-0.GW1.IAD8.ALTER.NET (220.127.116.11) 4 ms 4 ms GigabitEthernet2-0-0.GW8.IAD8.ALTER.NET (18.104.22.168) 4 ms
4 so-7-1-0-0.PHIL-CORE-RTR1.verizon-gni.net (22.214.171.124) 6 ms 6 ms 6 ms
5 P3-0-0.PHIL-DSL-RTR11.verizon-gni.net (126.96.36.199) 6 ms 6 ms 6 ms
6 static-71-242-*-*.phlapa.east.verizon.net (71.242.*.*) 32 ms 32 ms 33 ms
Step two: Can you provide the Transceiver Statistics from your modem?
#3 If you don't know how to get that info:
a) What is the brand and model of your modem?
b) If you have a RJ-45 WAN port router connected to it: What is the brand and model of the RJ-45 WAN port router?
#4 If you have a RJ-45 WAN port router connected to the modem, even if you know how to get the Transceiver Statistics from the modem: What is the brand and model of the RJ-45 WAN port router?