Verizon New Bill- MISLEADING/DECEPTIVE to customer

[tinydoll]

I have just looked @ my bill statement date: 03-19-11 when it show: 03/19 to 4/18 Internet 1.5 to 3 Mbps   $27.99.

Current Statement date: 11/19 to 12/18 Internet Extra  $27.99.

Login my verizon account to check what the meaning of Internet Extra  meaning as follow Quote: "Your High Speed Internet Extra service is provisioned to achieve downstream connection speeds between 1.2 - 1.7 Mbps.

Verizon currently billing me for 3 Mbps service but only providing 1.7 Mbps service. 

I have so much problem with slow internet connection and the Tech Rep advice me that my cap speed is 1.5 only, that prompt me to checking back all my old verizon statements which I have keep about 10 years.

[tinydoll]

I have just looked @ my bill statement date: 03-19-11 when it show: 03/19 to 4/18 Internet 1.5 to 3 Mbps   $27.99.

[tinydoll]

Current Statement date: 11/19 to 12/18 Internet Extra  $27.99.

[tinydoll]

Login my verizon account to check what the meaning of Internet Extra  meaning as follow Quote: "Your High Speed Internet Extra service is provisioned to achieve downstream connection speeds between 1.2 - 1.7 Mbps.

[tinydoll]

Verizon currently billing me for 3 Mbps service but only providing 1.7 Mbps service. 

[tinydoll]

I have so much problem with slow internet connection and the Tech Rep advice me that my cap speed is 1.5 only, that prompt me to checking back all my old verizon statements which I have keep about 10 years.

[dslr595148]

#1 Please post the Transceiver Statistics from your modem.

#2 If you don't know how to get that info:

a) What is the brand and model of your modem?

b) What is the brand and model of your router?

[tinydoll]

dslr595148 is your reply is an automatic message, I can see that you using the same questions to all of the posting.  I don't see the relate of your question of helping me  to my concern.

Again my concern as follows:

1. I have a life time guarantee contract for Internet 1.5 to 3 Mbps  =  $27.99.

2. My BILL now omitting the internet speed and only show:  Internet Extra (omitted the speed#) = $27.99.

If want to know what  " Internet Extra " = meaning have to login Verizon.com: Quote: "Your High Speed Internet Extra service is provisioned to achieve downstream connection speeds between 1.2 - 1.7 Mbps." unquote.

HERE IS YOUR ANSWER IN RED. 

#1 Please post the Transceiver Statistics from your modem. Power+DSL+Internet light = is GREEN

#2 If you don't know how to get that info:

a) What is the brand and model of your modem?  Verizon Actiontec GT704WG

b) What is the brand and model of your router?  Please look @ answer a} above.

[smith6612]

I'd use automatic messages too, since I'm constantly typing the same information in many threads around this forum. There's a good reason why he's doing what seems to be canned messaging.

What we're simply looking for is the modem Transceiver statistics to see WHY the line is set to "1.2-1.7." On the ActionTecs, while I'm not super familiar with them, you can visit http://192.168.1.1/ where you should be able to visit the Status page of the ActionTec, at which point, you visit the DSL Status section of the modem. All of the information on that page (including Attenuation, SN Margin, etc, etc) should tell us what is going on.

The login information for the router, if you don't know it already or if you haven't changed it, should be either:

admin/password

admin/password1

admin/admin

admin/admin1

admin/Router's Serial Number.

[tinydoll]

My really concern is if I did not have any slow speed problem, I would never find out that my contract speed have been change.

VERIZON intended to make sure that customer does not aware of the change by  omitted the # of the download and upload speed that they use to show in their billing statement before.   That is MISLEADING/DECEPTIVE act to a consumer.

Here is the information that I get as follows, give me instruction on how to get (Attenuation, SN Margin, etc, etc).

Broadband Connection Status
Model:     GT704-WG
Firmware Version: 3.20.3.3.5.0.9.2.14    
Gateway MAC Address: 00:18:01:0B:86:C9    
WAN IP Address:     {edited for privacy}
Subnet Mask:         255.255.255.0
Gateway IP Address:     96.247.80.1
DNS Address #1:     68.238.64.12
DNS Address #2:     68.238.128.12

DSL Status:
VPI:     0    
VCI:     35
DSL Mode Setting:    MMODE
DSL Negotiated Mode:     ADSL2Plus
Connection Status:     Showtime    
Speed (down/up):     1787 / 446 Kbps
ATM QoS class:     UBR
Near End CRC Errors :     0/0
Far End CRC Errors :     111/0
Near End CRC(Within last 30 mins) : 0/0    
Far End CRC(Within last 30 mins) :   0/0    
Near End RS FEC :     2009/0
Far End RS FEC :     1294436/0
Near End FEC(Within last 30 mins) : 0/0    
Far End FEC(Within last 30 mins) :   0/0    
Discarded Packets(Within last 30 mins):     0/0
SNR Margin (Downstream/Upstream):     9/18
Attenuation (Downstream/Upstream):     60/36
NAT Table:
Protocol     Timeout     SRC IP               SRC Port     DST IP                      DST Port
6                    53             192.168.1.68      13606        213.229.125.153    40015
6                    84             192.168.1.68      5544          213.229.125.153    40015
6                    87              192.168.1.64     52976        98.139.85.214        443
6                   431971      192.168.1.64     47926        69.171.224.19        443
6                  431884      192.168.1.106   55973        96.8.85.123             80
17                142            68.238.64.12      50873        68.238.64.12            53
6                   35             192.168.1.71       57258        173.236.233.38        80
6                    112         192.168.1.71       57261        65.197.244.43           80
6                  116         192.168.1.68        19285        213.229.125.153           40015
17                78            68.238.64.12        49247        68.238.64.12              53
17                90            17.173.254.222    16403        17.173.254.222        16385
17                142        68.238.64.12          58734        68.238.64.12                 53

[smith6612]

I wouldn't say this is an issue with billing or the contracted speed. It's more of an issue of why Verizon set the line to the rate they did and why the speed falls within the package you pay for. I'll show you what's going on here and why they really can't push it any higher. Per your stats:

DSL Negotiated Mode:     ADSL2Plus
Speed (down/up):     1787 / 446 Kbps
Far End CRC Errors :     111/0
Near End RS FEC :     2009/0
Far End RS FEC :     1294436/0
SNR Margin (Downstream/Upstream):     9/18
Attenuation (Downstream/Upstream):     60/36

What I'm seeing here is a lengthy line. Yeah, Verizon should have told you what was going on and adjusted the price to something lower than what you'd get if you have 3Mbps+ service, but of course that doesn't happen. Anyways, you're already on ADSL2+, so that suggestion's out the window. Your line is seeing a large amount of errors occurring during certain times, most of which are correctable (FEC columns), some of which are uncorrectable (CRC Columns), so that's both a "good" and bad thing. Ideally, none of those should be appearing. Interleaving is enabled on the line as indicated by FEC errors, so that suggestion is also out the window. In addition, while your line is at the correct speed for 1.5Mbps/384kbps, your SNR is low, which makes the line prone to disconnecting mainly on the downstream, and attenuation is indicating a bad line or a lengthy line.

If you want to see if the line can do better, get Verizon to send a tech out and have him tell you what is going on with the line (too long, bad shape?). If he can fix it to get you a bit more, than great! Otherwise, I'm afraid you're stuck with that speed.

[tinydoll]

Thanks Smith6612, 

I have email Verizon @ the same time that i posting my msg in the forumn. 

This is Verizon responded to my email QUOTE: "Thank you for choosing Verizon. I have received your email dated 12/26/2011 regarding the name change of your Internet.  My name is Terri, and I will be happy to assist you.  In April of 2011 we condensed our HSI speed range and changed the names of our plans to 2 types. I show your actual speed has not changed (which is a lie).  If you feel you are not getting the correct speed or if your speeds have decreased,  please dial (800) 567-6789. Verify the 10-digit telephone number on which you have Internet service, then say the name of the department." UNQUOTE.

I was able to using Verizon CHAT with the BILLING DEPT. {edited for privacy}@ 10:02:42 PST and after a longtime chatting, I have final get them to confirmed from Agent TOM as follows: I did committ a 2 years contract  (2/24/09 to 2/24/11) for 1.1 to 3 Mbps with a price guaranteee for life after my 2 yrs commitment.  The reason the speed was ommited was due to "space for info."?????.  Until 11:00:11 he can't explain or except that it was Verizon error, he transferred the CHAT session to Verizon HSI Technical Support name: MEENA, she advise me to upgrade the speed up to 3.0 Mbps and I have to contact Verizon Billing Dept. (??????).  I have to copy and paste the confirmation from TOM that my contract is 1.1 to 3.0 already why do I have to upgrade with the same speed?.  11:22:13 Meena advised my account will be update within 24hr to 3 Mbps and tell me pls don't worry i will get the speed. 

Will see within 24hr if my acount have been change.  All along Verizon have been overbill me for an contract service that they did not provide.  If I have not having the slow speed problem I will never be find out that i have been   Very sad customer !!!!!!!!!!!.