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I just signed-up with verizon a few days and I'm experiencing one of the worst customer service in my lifetime. The people in India don't seem to understand anything I tell them. There is no accountability as far as customer inquires are concerned. My Internet connection is very slow and I have placed several calls to get resolution but nobody over there seems understand anything I tell them. They told me a technician would be in on 12/30 but he never show-up. After several hours on the phone with them, they rescheduled me for today 12/03 again the technician didn't show-up. I have already spent over 2 hour on the phone with them today. Anything I call they treat me as if it's the first time I calling. It's 3.51PM EST and we are not making any head way. I don't know when the technician would show-up at house. I need to talk to someone regarding this issue. Who should I call?
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 (220.127.116.11) 13 ms 13 ms 13 ms
2 ash-bb1-link.telia.net (18.104.22.168) 39 ms 7 ms 7 ms
3 TenGigE0-2-0-0.GW1.IAD8.ALTER.NET (22.214.171.124) 4 ms 4 ms GigabitEthernet2-0-0.GW8.IAD8.ALTER.NET (126.96.36.199) 4 ms
4 so-7-1-0-0.PHIL-CORE-RTR1.verizon-gni.net (188.8.131.52) 6 ms 6 ms 6 ms
5 P3-0-0.PHIL-DSL-RTR11.verizon-gni.net (184.108.40.206) 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?