Has anyone had trouble getting DSL service delivered?

[DSLMisery]

I am three weeks - and 4 separate order numbers - into requesting DSL service from Verizon (at a new address).   My new phone number (given to me by Verizon) does not show up in the company records, so I cannot register the service and manage these issues online.  So I call, explain the problem and ask when I might be able to receive Verizon DSL.  I am told each time I call back that they are "working on the problem" but they cannot tell me when they will connect the service. 

I do not live in a remote area - I live in a large city where I have had Verizon service before - and all my neighbors have Verizon DSL.  I have no real choice - it is Verizon or Comcast in my area - and both seem to be hopeless.  The only difference being that the Verizon line staff are very polite and apologetic. 

To cap off the Kafkaesque nature of all this - what I really wanted was Fios.  Verizon online services and call in centers tell me that Fios service is not yet available at my address.  The Verizon technician who came to connect my new phone service to my new home looked up at the telephone pole outside the property and told us that we do have a Fios cable there - ready to be connected.  But Verizon insists that they can't.  So I am not allowed to have Fios - even though it is right outside my front door.  And I can't have DSL.  They don't tell us that they can't connect us - just they are "working on it". 

I am at a loss to know what to do other than to call in on a daily basis and request the service each time.  Perhaps, in the jackpot of customer service, I will get someone who knows what they are doing and who might be able to help us.  If anyone here has any suggestions on how to get Verizon's attention on this, I would be very grateful.

[Anthony_VZ]

We can definately help you out here. I feel really sorry for the troubles you are having to go through to get service. If a field tech said the hook ups are there, it might just be a matter of updating your address in the FIOS availability database. We have sent you a private message to get more information from you.

[jpbarbeau]

On three occassions at our new residence/business, we have "ordered" verizon dsl service.  All three times, we have been told that the order is processed and should receive the modem/router and had an "appointment" scheduled for a technician to come our for the install.  All three times, the order was cancelled due to availability of the services (apparently, verizon is "sold out").  Our neighbors have verizon dsl, the business across the street has verizon dsl and the previous owner, who moved out less than a month ago, had verizon dsl.

We live in a very rural area and verizon is the ONLY option and now we're told that we cannot get service.  I'm about to contact the BBB, our local state rep and every newspaper I can think of to tell them this story.  We have now taken 4 days off from our work schedules "WAITING" for the tech that was never coming....and we still do not have service.  

Thanks in advance for your prompt reply.

[KH-OrnEsh1]

I'm sorry you are having difficulty. An agent will reach out to you directly by private message in the Forums  for more information or to help you resolve your issue.

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@jpbarbeau wrote:

On three occassions at our new residence/business, we have "ordered" verizon dsl service.  All three times, we have been told that the order is processed and should receive the modem/router and had an "appointment" scheduled for a technician to come our for the install.  All three times, the order was cancelled due to availability of the services (apparently, verizon is "sold out").  Our neighbors have verizon dsl, the business across the street has verizon dsl and the previous owner, who moved out less than a month ago, had verizon dsl.

We live in a very rural area and verizon is the ONLY option and now we're told that we cannot get service.  I'm about to contact the BBB, our local state rep and every newspaper I can think of to tell them this story.  We have now taken 4 days off from our work schedules "WAITING" for the tech that was never coming....and we still do not have service.  

Thanks in advance for your prompt reply.

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[TonyaD_VZ]

Verizon support is in receipt of this issue. We will send you a PM to gather additional information.


Thanks,

Tonya D.

Notice: Content posted by Verizon employees is meant to be informational and does not supersede or change the Verizon Forums User Guidelines or Terms or Service, or your Customer Agreement Terms and Conditions or Plan.

[jpbarbeau]

Thanks....still waiting on the pm.

[TonyaD_VZ]

We have received your information. We will investigate your case and will soon contact you with a update.

Thanks,

Tonya D.

Notice: Content posted by Verizon employees is meant to be informational and does not supersede or change the Verizon Forums User Guidelines or Terms or Service, or your Customer Agreement Terms and Conditions or Plan.

[LurchUSA]

Has anyone had trouble getting DSL service delivered?

Yes, I too suffer your pain. All I can get is a 5Gb crippled 3G service, via MiFi hotspot device.

[smith6612]

Rural areas tend to develop issues with capacity mainly due to the availability of slots. If an area is not being fed from a CO, it's probably fed from a remote with limited space. If DSL is the only option, capacity will be eaten up in no time. From that point, it's up to Verizon to find additional capacity or someone needs to wait for a person to disconnect their service.

Now if you're in the city and DSL cannot be provisioned, even though it is available, it probably means either some piece of equipment is out of room for additional lines or an un-upgraded CO has reached capacity.