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I need help in getting VZ to fix my DSL speed - they refused to fix it two times

I live in E. Boston and opened a trouble ticket on 8-26-13 for slow internet speed. Ticket number was {edited for privacy}Agreement was made for a tech to arrive on the 28th between 1 and 5 PM. Somebody showed at my door on the 28th at 11:15AM. He immediately said that he had already done some outside checking and there was a problem outside of my home. I showed him my slow connection speed and he left saying he would be back later. I saw him on poles around my home and he called later saying he needed help from his office and would let me know the status by 3PM or so. I never heard from him again. I continued to check the ticket status and it was open.

On Friday, Aug. 30th, about 9:15AM, I received a call from a VZ telephone tech named Rich. He again did some outside checking and came into my home. I showed him my slow internet speed and he went back outside after telling me that he had no test equipment but he would go back outside to see what he could do and call his manager since he was not a VZ internet tech. He came back a little later and told me that he did all that he could do and asked me to run my tests again. I did so in front of the tech and the speed was at least 30% slower than it is supposed to be. The VZ telephone tech said he would call for help from his office to send a tech with proper test equipment and he left. A number of hours passed and the VZ telephone tech called and told me HIS MANAGER TOLD HIM TO CLOSE THE TICKET AND TO SEND THE MANAGER THE INFORMATION.

I immediately asked for and got the name and office of the manager that did this and I have it. I will hold off posting it for a couple of days but then I will let everyone know how this Verizon manager performs as well as who he is. I wonder how his superiors will like that?

Does anyone have any suggestions who in Verizon cares enough to get my problem resolved? I have already filed a complaint with the AGO today. Verizon does this to keep their numbers from being respective of what they really are as well as knowing that customers do not want to again walk through all of the crap in opening a trouble ticket in India. I have been in telecom for 45 years and this is just disgraceful. It is about time VZ developed some integrity.

Re: I need help in getting VZ to fix my DSL speed - they refused to fix it two times
Champion - Level 1

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 in the middle, right at the top 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. Please keep all correspondence regarding your issue in the private support portal.

Re: I need help in getting VZ to fix my DSL speed - they refused to fix it two times
Customer Service Rep


  We haven't heard from you, but have word from our specialist that the issue appears to have been resolved and they have been trying to reach you to confirm. As we haven't had a response from you here on the forums or been able to reach you via your contact number we are now closing your Private Support Case. If you have any additional questions or concerns please feel free to make a new post and we will be happy to investigate.