Horrible Internet Service - Frustrating Customer Service

[Pauline301]

I have been a Verizon customer for many years and currently have home phone, internet and DirecTV service to the tune $450+ every month. Over the past year, my internet service has declined to where the speed is excruciatingly slow (I truly believe dial up was faster). I cannot even stream a movie from Netflix anymore. After many months of frustration, I thought I should get the enhanced internet to improve my speed, but this made no difference. I've completed all the online tutorials to check my line, etc., had a repairman come out and check my line inside and outside the house, replaced the Modem/Router with a Verizon model and yet my service is slower than it has ever been.

The coup de grâce was the last call to Verizon to try and correct my issue. I spoke to a very pleasant young lady from India who basically spoke directly from a scripted list of responses to all my concerns. I informed her that I fully understood that if I use multiple devices at the same time that the signal is split and speed suffers, etc., but no matter how many times I told her that my speed was very slow when using only one device, she stuck to the script. It was like having a 20 minute conversation with an automated operator!  After I finally got her to check with someone, I was told that I don’t have enhanced service and cannot get it because of the distance from the DSLAM.

WHY DOES VERIZON TAKE MY MONEY FOR THIS IF THEY CANNOT PROVIDE IT?!?

Overall, It seems to me that Verizon has gotten to be so large that they really could care less about my concerns because they don’t have a large number of customers with similar issues. Quite a shame!!

[smith6612]

To get started on what the problem may be, we need some more information. Such as:

What modem or gateway do you currently use?

What do your transceiver statistics show?

Are your speeds slow throughout the day and night, or only during peak hours (5PM to 12AM)?

[Charliedog1]

I definitely am in the category of this SUBJECT line.  Verizon advertised and sold me a triple play bundle with DirecTV.  The slow speed to my residence halts and stops working daily now since the DirecTV hardware was installed.  The TV system is drawing such a wide band of data that the poor infrastructure comes to a screetching hald.  My internet stops daily.  Verizon should have know the data issues to my location before leading me to a lengthly DirecTV contract.  Over 18 months and periodic phone calls to Verizon, only one representative understood the problem.  He could not, however, provide any resolution or financial relief for poor service.  Recently, one representative promised a return call from a supervisor.  I never received the call. I am now stuck and paying dearly for service that would be graciously refunded by a more caring service provider.  It is clear that existing long standing customers are of no concern to Verizon.  What a disappointment! FRUSTRATED

[Pauline301]

My modem/router is an Actiontec GT784WNV that was installed recently by a Verizon service rep.

I cannot find where to get the transceiver statistics (I've tried to get tto the address where the modem was set up, but cannot get through)

Speed is the same every time I log on, no matter what time of day. My max download speed is .785 M/s, upload is .088M/s. My Netflix won't even get to the home screen let alone stream a movie anymore.

The most frustrating past is that a year ago I din't have any problems with this and all my wireless devices worked quickly and efficiently even if several of us were on at one time.

[pjsutton]

It sounds like you have a problem with Directv and not Verizon.  Do you have  Genie?  Or a regular HD DVR?  Also, is it connected to the Internet?  There was a problem with one of the HD DVR's hogging bandwidth.

If you don't use Video on Demand or "Play from the beginning" streams (the circular arrow available on some programs in the guide), I'd suggest disconnecting your HD DVR from the Internet and see what happens.  There's probably something called a DECA or a Ciname Connection Kit near your DSL router/modem.  Just unplug  the ethernet cord that comes out of it and see if that helps.

If you do use those features, try setting programs to download overnight instead.  The Directv boxes, unlike Netflix, try to use as much bandwidth as possible, and you will notice slowdowns when downloading a show/movie during the same time.