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Intermittent connectivity issues
DSJS
Newbie

We have experienced intermittent connectivity issues for years. I have tried going through Support with little success. Once, a couple of years ago, they said they sent someone out to work on the neighborhood box, and then they sent a crew to bury new wiring from the street box to our house. It worked for a while, then every night about 9 pm internet would go out (High Speed DSL - can't get FIOS here) for a few minutes. No one can figure it out. Two or three times I called or chatted and got routed to different customer service or tech support reps who had no clue what to do. 

Last July, a rep talked me into getting a new combo modem/router at my cost. I was promised a credit if I returned the old modem, so went out of my way to do that.

After installing the 'new' equipment, which looked used and according to included documentation was at least 5 years old, we have continued to have the exact same issue that this piece of plastic and metal was supposed to solve.

On calling again, I was advised no credit was forthcoming, and they would monitor our internet for a week or so. I have had zero return communication on this issue. 

We still lose internet for a few minutes at 9 pm every night, and usually have to reset the modem/router on returning home after being gone during the day. 

We are searching for more reliable service with better tech support and customer service.

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Re: Intermittent connectivity issues
kh-gary
Moderator
Moderator

Hi DSJS,

Your issue has been escalated to a Verizon agent. Please check your Private Messenger inbox for a message from a Verizon support agent. You can find your inbox by clicking on your username at the top right corner of this page and then clicking the envelope icon that appears at the top of the menu. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.

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