Verizon DSL activation
frobb38
Enthusiast - Level 2

My father recently got a new computer. He had been using Netzero dial up with his old computer and I convinced him to sign up for Verizon High Speed DSL (FIOS isn't available in his senior citizen park.) He already had his phone service with Verizon so it ended up costing him less than what he was paying for phone and Netzero.

His activation date was yesterday. He received the router/modem which we set up. The new computer had just arrived so he had not used Netzero or any ISP with it. There wasn't a CD; instructions said that after activated, we could activate on the website and download software.

We weren't able to connect so I called tech support. I spent nearly two hours with the rep and performed a slew of tests. We were able to verify the connection was good and that the computer port was working properly. He told me he was going to transfer me to another level service tech but then came back and had me perform some of the same tests again. Then he said it had to do with the computer network card and connected me to Hewlett Packard. I spent another hour with their rep, performing many tests and they said it's the router. 

I contacted Verizon tech support again via online and was told that I would need to go through all of the troubleshooting steps again even though the rep was able to see yestereday's call details.

My father is frustrated and wants to return the equipment and cancel the service.

The bottom line that I gathered from both Verizon and HP is that the computer and router aren't communicating. I have no idea what to try next.

Help, please.

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Re: Verizon DSL activation
ElizabethS
Moderator Emeritus

Hi frobb38

Sorry you are having difficulty, an agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or help you resolve your issue.

Re: Verizon DSL activation
frobb38
Enthusiast - Level 2

Thank you. If possible, please contact by email - mine is listed on the account. If my father is called, he will not be able to assist in the troubleshooting process.

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Re: Verizon DSL activation
somegirl
Champion - Level 3

@frobb38 wrote:

We weren't able to connect so I called tech support. I spent nearly two hours with the rep and performed a slew of tests. We were able to verify the connection was good and that the computer port was working properly. He told me he was going to transfer me to another level service tech but then came back and had me perform some of the same tests again. Then he said it had to do with the computer network card and connected me to Hewlett Packard. I spent another hour with their rep, performing many tests and they said it's the router...

...The bottom line that I gathered from both Verizon and HP is that the computer and router aren't communicating. I have no idea what to try next.

Help, please.


Have you tried using a different cable? If both the pc and the router are working correctly, check what's connecting the two. That would be my next step.

Re: Verizon DSL activation
jmw1950
Specialist - Level 2

On most Ethernet connections, at or near the RJ45 jack are a couple of LED's. One signifies that the device sees something on the other end of the cable, and the other signifies activity. With the cable connected do you see either LED at either end?

If not, either one of the Ethernet ports is dead, or the cable is suspect.

If you do see the LED's, and the connection still doesn't work, go to Control Panel>Hardware>device manager and look at network adapters. If you see a ? or warning indicator, there is an issue with the Ethernet device on the PC. Usually it is a driver issue. You should click on the network adapter, then right click to look at properties, and it should say whether windows believes the device is working or not.

If it isn't working, it is either a driver issue or a hardware issue. If it is working, odds are your firewall policy is too restrictive, or your Internet security level is too high. In internet explorer click on tools>internet Options>Security.

It should be no higher than medium-high. You can also check the firewall in Control Panel> Windows Firewall, turn it off (temporarily) and see if it makes any difference.

Re: Verizon DSL activation
frobb38
Enthusiast - Level 2

Thanks to everyone for their replies and suggestions. I apologize for the delay in getting back to the board - it's been one of those weeks.

I'd also like to say that I'm impressed with Verizon's quick and professional response to my post. I was put in touch with a great tech who determined the router was the problem. A replacement was shipped. Unfortunately, my dad said he's having the same problem. I'm heading to his place today to give it a look as well as try another cable.

If I'm not successful, I've got the Verizon's tech phone number. And if we can't figure it out, Verizon will send out a tech.

So although the problem hasn't been resolved, I'm confident that it should be soon. And I appreciate the feedback here as well as the customer support from Verizon. 

I'll post an update when we get my dad online. Thanks again.

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Re: Verizon DSL activation
frobb38
Enthusiast - Level 2

I'm happy to report that my dad is online and enjoying Verizon high speed Internet.

I wish that I could offer details of the solution. Initially, we didn't have luck with the replacement router but then my dad called and said he was online. I'm still not sure what he did but he was able to activate his service and all is well.

Thanks to all those who offered assistance here in the forum. And thank you to the two Verizon employees who went out of their way to help resolve the problem. Both offered immediate and ongoing assistance with follow up. Their professionalism and customer service is appreciated.