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It's not as though Verizon doesn't have enough trouble keeping its own DSL circuits working. Now they've knocked out someone else's, as Jim of New York, NY, reports:
Verizon, while installing a phone for my neighbor, disconnected my digital subscriber line (DSL, a data line). My DSL provider, XO, is in the process of having Verizon repair the line. Verizon has not responded promptly to restore the service.
I partially work from home over the DSL line. My job is to maintain Internet applications and web sites. Since the DSL line was disconnected by Verizon (five days ago as of now) I have been unable to work from home. Frequently my job requires me to work late nights and early mornings, which I can no longer do. Essentially I can no longer perform the duties of my job, and as a consequence my effectiveness and standing in the eyes of my clients and coworkers has diminished.
Rebecca of Las Vegas NV (05/14/08)
Verizon Broadband the greatest Unlimited Internet Yeah Right! The pitch: You can go anywhere with your laptop and be online all the time you'll never go over 5GB! It's practically impossible. That's what the workers at a Las Vegas Circuit City and the Verizon booth people told me. Here it is 3 weeks into it and I'm loving how i can be in my car online or bring my laptop to go to a friends house etc. until I get a call yesterday 5/13/08 stating that I'm nearing my cap of 5GB and that I've actually gone a little bit over. How could this be my verizon access manager usage says barely over 3gb!
After talking with them for over an hour on the phone they said they could call me in a couple days to let me know what my usage is for. What why? I already know I'm over so I'm not using it anymore until another week passes for the new month to begin. I get another call from the same gal who originally called me saying that the acess manager is an older version so that's why our numbers don't match and that they'll refund the amount of overages ya know the little bit over ($100+) fine at least they're refunding the amount over but still why pitch an Unlimited product when it's so far from it!
I'm very disappointed because I now think i'm going to cancel my account before the 30day trial period. I'm not going to deal with going over with just daily normal stuff like you tube videos, email, web cam, etc. Normal stuff that I regularly do and most people love to laugh at you tube videos.
R.bobe of Brooklyn NY (05/14/08)
you have an alert about verizon change users search dns without user consent well i'm getting this all the time and your artical states i can opt out well guys you better get over to t he verizon opt out page and check for your selves found an other violation the opt paragraph is missing the words that state you can opt out funny that such a important masseger for this type of opt out is mis-typed or spelled something doesn't seems right here looks like a a loophole to not opt out if you can not read the info to opt out correctly then.Then an investigation need to be done to many thing here just do not add up to an honesty opt out. You will see it missing the message for what the person is trying to remove the word opt-out is missing.
Either method prevents DNS Assistance servers from displaying a page of links to sites that have similar domain names to the one you entered. Note: If you change the DNS settings in your Operating System, you could encounter problems if you travel with this computer. You will probably have to change back to the original settings to connect to a hotel network, for example. Changing the DNS settings in the hardware device requires that you know the device user name and password. Use the graphics below to select the router or gateway you are using. Click on the name of the device for directions to opt out of the DNS assistance that tries to resolve errors in the domain that's been entered. High Speed Internet Hardware
your safety feature are changed and your system is now hacked by verizon without your consent. if you read the page the words optout are missing .
Fred of Orinda CA (05/13/08)
Verizon Wireless's Broadband Access has gone from unlimited, to 5 Gigabytes maximum with a warning, to 50 Megabytes or 5 Gigabytes at .99 and .49 per Megabyte respectively for any amount above those limits. This is Internet Access where knowing how much data you are accessing is like driving down the highway without a speedometer.
Verizon argues that the system is being abused by on line gamers, and people watching movies all day long. Well they had a perfectly good way of dealing with that before they introduced their predatory pricing. That was to warn people their accounts would be terminated and doing so, if they continued exceeding the limits. Why is it that public agencies do not require Verizon and AT&T to notify customers as they approach their limits with both voice and data plans, and allow them to have service suspended till the next billing cycle, or opt to pay for additional service if they choose. Consumers need protection from these tactics which basiclay allow these companies to drain the bank accounts of people who have no idea when or how much they are exceeding the limits on these plans.
I have complained to Verizon about this and will simply not sign up for their plan under the new terms. However I am not surprised and neither should Verizon be, that customers are reporting bills with penalties of several hundred to one or two thousand dollars. In other words rather than closing the door on or stopping service to people when they reach the limit of their plans, they leave the door wide open and charge fees that are way out of proportion to their normal fees. They do this without notifying the customer they have reached the limit and are now being assessed much higher fees. At the very least customers should be prompted that they have reached or are about to reach their limit, and simply asked weather or not they wish to continue or stop using the service untill the next billing cycle.
Kathleen of Philadelphia PA (05/02/08)
Broadband access - not clearly explained during purchase - was lead to believe there is an unlimited access plan. First monthly bill was $70 - Second monthly bill was $912.19. Was told there is no such thing as unlimited access. Now stuck with limited device. Also was told my monthly bill would be $59.99. They charge .49 for each MB that you go over. They do not allow carryover MBs.
I'm stuck with a huge bill that I cannot pay off!
Vin of Providence RI (04/27/08)
In march first of 2008 we had called Verizon had had asked for my information. Then gave me a date of march 7th that everything would be up in running. Well the 7th came and when i called they told me that that had to reschedule and there sorry. SO the 14 was the new day and know surprise that they missed this date too.
So i called back and for 1.5 hours i s oke to managers and sales. And was told that they had to run a new line and that it was some type of dryloop DSL. So i aked when will it be on Again a new date of the 21 of march and they missed that too.
So i caleed back again demanding to know waht is going on. It was going to be a month soon and i did not have internet and that is real bad in college and in this day in age, it not the 1999. So any ways, i call again this time i am on the phone for two hours and get a manger and he tel me that the 5th of April tou will have everything working.
Well they kept there word and it was working but at the pace of dial up not dsl. So we had it but it so slow we could not use it, then one day it just did not work this is only 16 days of internet.
Then I get $86.00 withdrawn from my checking account without my knowledge or of notification's. So know have no interent and 86.00 is taken out when it only 16 day of internet, slow internet, over payed buy almost $60. after yet another phone call for 2.5 hours I find out that they had made duplicate accounts and overcharged and taken money out wrongfully.
Paula of North Bethesda MD (04/23/08)
Two weeks ago my Verizon DSL was down. Fixed, after I spend awhile on the phone with their technical rep. Then my Verizon landline was out for 4 days. finally fixed. The next day (today) my DSL was out again. Tried to get that fixed. Was told by the tech rep that I could get a new updated modem for free, however she couldn't do it, it had to be someone in 'billing.' She transferred me to billing but I was disconnected. Had to start from scratch through their electronic phone screens.
Finally got through and told the person about the free modem I should get. He told me the modem was free but that it would cost ~$2.50 per month for the service charge. I then said I did not want the service because then it wasn't free. He kept insisting it was free. I asked to speak to his supervisor. I spoke to the supervisor. She told me she couldn't do it and would transfer me to someone else. I insisted I had already been on the phone for hours and did NOT want to be transferred. She finally said ok and asked me to wait a few minutes. Then they hung up on me. Again.
My DLS is intermittent and cannot be fixed so far as I can tell. I use the DSL almost all day for work so when it doesn't work I lose money and I cannot receive time-sensitive, important work documents throughout the day.
Marina of Fort Lee NJ (03/28/08)
My children ordered Internet service back in October, which, to my knowledge, I canceled 2 weeks later. The person advised me that this order will be canceled without a confirmation number because this order was canceled in 2 weeks and the transaction washed off. After this I started to receive bills every month for the service I never used. Every month I called and same amount was credited back to me. 2 months ago Mr.Green at customer service advised me that he will process my cancellation and gave me a confirmation #. Now Verizon is charging me for cancellation of services that I never signed for and I wanted to cancel as of last year. I feel like this company holds you as a hostage, the customer service mislead the customer with info. They also hangup the phone.
I requested 2 day off from my job to handle this issue. And any payments were was not credited back to me and now I have to pay a cancellation fee.
Jennifer of Alexandria, VA (03/10/08)
In October we moved out of an apartment and began trying to contact Verizon to cancel our service. We finally found the correct number for our area and have called the number dozens of times. Sometimes we get to wait on hold for over 20 minutes until the line hangs up, but most times a recording just hangs up on us. We have also sent formal complaints and requests to cancel via e mail.
It is now March, and we still have not gotten through to anyone. My bank card gets charged every month and the charge has inexplicably gone up since we started trying to cancel. I had no choice but to call my bank to get the charge blocked. I am still trying to officially cancel my account.
We have not spoken to a single human being regarding this issue.
Arthur of Lake Elsinore CA (03/09/08)
I signed up for a package deal with verizon for t.v, phone and internet service, the cost for this was supposed to be $114.00 a month. I received my first bill and it was over 200.00 dollars. The bill was explained and I was told this would be a one time charge for equipment and installation. My next bill was over $140.00 and now it's $193.00 a month. I am now locked into a 2 year contract for services that are much more than I was originally told. I have tried contacting Verizon's customer service and I either get a recording or am put on hold for such a long time that I eventually just hang up , and I get nowhere with online customer service. I feel that I have been deceived into a contract that was originally within my budget but now seems to keep increasing beyond what I can afford and I get no results from Verizon
David of Bothell WA (03/05/08)
Cancelled service in 2003, both phone and DSL. Discovered Verizon billing on my bank account today (3/5/2008). I rarely check my bank statements. Verizon continued withdrawing from my bank account for cancelled service. I called customer service/billing and explained situation and that I wanted to be reimbursed for the incorrect billing since 2003. Verizon only offered 90 days credit. Spoke with several reps, Mrs. Sharma, Stephen, Kelly, Grant. Grant was the one who stated that this is as far as Verizon was going to go, 90 days credit offer. She asked if I was declining this offer...I told her this was not acceptable and this was not an offer. I asked for escalation of this issue and I requested to speak to her manager. She advised all had gone home for the day. Her attitude was surly, inflexible and contentious which is inappropriate for customer service. I will attempt again tomorrow. I know this falls in the range of small claims but still it is wrong for a company to do this.
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Lansworth of Springfield Garden NY (03/05/08)
I am stressed out with verizon because they are sending me a revised final bill and I already sent them the final bill payment of $100 but the bill was $101.76. The only thing I owe them is $1.76. I don't know what a revised final bill is because I spoke to a representative about it and they said I didn't owe a phone or internet bill but yet still they are saying I owe them a revised final bill of the amount of $65.20. How can you have two final bills?
I am sick and tired of them and they are sending my name to a collectors agency for the sum of $465.28. What advice can you give me?
Roger of Moseley VA (02/20/08)
I ordered a new Verizon SET TOP BOX with HD capability early in December to use with a new LCD TV I had purchased for Christmas. Unfortunately the TV delivery was delayed and I did not attempt to use the box until Jan 5th. I was unable to activate the box so I called for assistance. The Verizon technician assured me the box would be operational in 24 hours. TWENTY DAYS LATER two techs delivered a second box and activated it (Finally my family had an operating TV in our Family room). Issues noted during my 3 weeks enjoying Verizon's version of a three ring goat-roping circus:
1. You have several very friendly telephone operators who seem intent on helping. But it takes anywhere from 15-25 minutes on your automated phone system to talk with a person! Hold times while being transferred to billing department (or back to technical assistance) averaged 35 minutes. Calls were dropped altogether 50% of the time
2. While I was at home I spent over 35 hours on the phone trying to track this issue down. While on the road I spent another 5-8 hours calling from Singapore and Tokyo. One of your own technicians, Cliff, spent 3 hours on his phone duplicating the ping-pong game I suffered for 3 weeks. He was a real gentleman and your only employee who actually called back to try and help resolve my problem (others promised return calls and never did)!
3. I was promised $50 compensation on my January bill for my inconvenience, it did not happen! The run around I experienced in attempting to address this problem on the telephone was beyond frustrating! Verizon's inability to activate my Set Top Box indicates either a complete disregard for customer satisfaction or a system too broken to solve a simple problem! I have been a strong and vociferous advocate for your company at our Community Association meetings. In the future, I will be sure to warn my neighbors against choosing Verizon!
More than 40 hours spent on phone. Fifty dollar compensation offered but not given.
Kenneth of Cross Junction VA (02/17/08)
I am paying for 3.0 megabits per second, but am receiving only 1.47 mps on my Verizon DSL.
I am not receiving the service I was sold and am currently paying for. This is money out of MY pocket and time wasted waiting for downloads.
Kimberly of Washington DC (02/13/08)
Requested DSL and phone service to be disconnected at a date about 2 weeks away. Phone: no problem. DSL: canceled immediately. After spending nearly 2 hours on the phone trying to reach the right people, was told by both phone reps and higher-ups that turning the service back on was not possible, even though it was their error. It would require a service date and a wait of 7-10 days. Absolutely nobody would budge on this; the best they could do was give me dial-up information. I also insisted they credit me a months' service, which they did without hassle. I was also told that DSL cancellation orders are processed immediately (funny, since I've read other complaints from people who can't get their service to stop!) and that asking for dates in the future is impossible. So, why was I not told that when I called to cancel? Supervisor admitted that not all reps knew this fact.
Roommate and I do a large amount of work at home. Dial-up is slow so we're forced to leave the house to find a wi-fi spot. Not a huge deal, but totally annoying.
Diane of Bedford MA (01/21/08)
Their sales department talked me into switching from Comcast to Verizon and I was promised a free19LCD TV. It has been 8 weeks and I still do not have the TV. I called numerous times and have gotten no where. They are still running this promotion, but the TVs aren't being delivered.
Sarah of New York NY (01/21/08)
I entered a two year contract with verizon for dsl service and since day one I have not been able to use the service because of a sync problem. I called so many times and technicians came but did not solve the problem. I then told them that I wanted to cancel and they said that I could not because I was in contract and would have to pay fees. I said if I did not get the service I requested then the one that broke the contract was themselves, not I. Verizon said they would do what they can to fix the problem. It's been over a month and still nothing. I called them for the 10th time to try to solve the matter and they said they had cancelled my dsl service and that I owed 100 dollars for the equipment. I could not believe this. I chose verizon because they have been know to be a reputable company. Please help.
I am a disabled individual living on SSI and the economic damage has been paying money for no service. Now they want 100 for dsl and I know that I am not to pay this because they never assisted with my dsl problem.
Cyndy of Denton TX (01/20/08)
I don't know where else to appeal because I don't get anywhere with the customer service at Verizon. I think the taxes applied to my bill are too high. For example, the Federal Universal Service Fee on my bill is $26.98. The total taxes and fees on my monthly bill are $67.20! With Verizon I have a 'bundle' i.e. TV,Phone and Internet which is supposed to be $109.99 a month plus my international calls (this month amounted to $28 plus an extra set-top box at $9.99 and a couple of installation fees at less than $10), and yet my total bill is over $200!
I have been totally shocked 2 times when I got the last 2 bills where they had mistakenly charged me the full price for international calls. I have had to spend several hours on the phone with customer service agents who have a definite bad attitude, and I feel they need to be taught to be less rude. Since I changed to Verizon, there have been many other stressful situations caused by misinformation, and I have never ONCE received any sort of apology. I have very sincerely regretted changing to Verizon and now dread every month's bill to see what new shock there will be. These huge companies do not have customer satisfaction at the top of their list, as I have found to my detriment. I have tried to email my concerns to managers but never even got a response.
Suzanne of Toms River NJ (01/04/08)
Verizon billed me $4,500 for using broadband service international, at 25 cents/per kb of which I used approximately 8-10 minutes MAX daily, for 5 days. They said once the pc card is in and the computer is still turned on, it remains searching; and you keep getting billed even if you not on the internet!
Their pompous attitude is truly irritating. All i asked was to research the connection time to see true on-line time, but they said there is no way of doing that.
Judith of Camp Hill PA (12/20/07)
A relative found I was billed for dial up and DSL from March 2006 until September 2007. When I received the DSL they said they would keep me on dial up for one month because they were back-logged in their installations. They continued to charge me for both.
I paid $22.95 for dial up connection every month after they installed the DSL in March 2006 thru Sept.2007.
Beth of New York NY (12/08/07)
I signed up for an upgrade in speed in my Verizon DSL because service was not working even with my new computer. I was told I had 30 days free and a 2-year contract at $27.99. When I called back for credit because the service wasn't working, I was told there was no free period and the contract was for $29.99, with a $50 cancellation fee. They offered 2 months free or the cancellation fee. About 1/3 of the time the wireless doesn't connect at all; the rest of the time it connects on someone else's service in the building. Verizon scheduled a repair visit. Verizon gave me an 8am-3pm window, but after 3 pm I made multiple calls to tech support, and they said to continue waiting. By 8 pm, no one appeared. I called again and lines were full.
Need I mention the multiple annoying calls to tech support, the dropped calls, the 20 minute waits that seem to characterize this service? However, everyone I speak with (eventually) is polite and apologizes frequently. Occasionally they even agree that it's outrageous to keep someone captive at home for 12 hours and not to have a local dispatch number that one can check.
Hours and hours lost to phone calls and non-functioning service. A whole weekend day lost to waiting for a non-appearing repair person. Emotional wear and tear.
Dean of Morgantown WV (12/01/07)
For 7 years I have had no DSL on my Verizon phone line. I tried several months ago to get DSL. I input my number into the Verizon website to check my phone number and got the "Congratulations, DSL is available on this line," so I went ahead and ordered it. I received a confirmation e-mail and a few days later received the modem and start up kit. I was happy; I'd waited 7 years. My start up date arrived and no DSL service. I got a new start date; next day everything was canceled by Verizon with a "DSL is Not Available to you." Two weeks ago I checked my number again and it came up as "Congratulations, DSL is available on this line."
I made a phone call to a pushy DSL sales rep. I explained the issue on the previous attempt, and he told me I should go for it and tried selling me a package I did not want. Anyway, same thing happened again: got my kit, got my start up date and a "DSL Service Is NOT available on this line" AGAIN. So my question is this, why should I pay the same as the people in the city? I have not seen any upgrades to my system since I moved here; while the city peeps get the upgrades to FIOS, I can't even get a 1.5 Mb DSL line. So I am paying to upgrade others while I sit here and get poor service. Even India, Pakistan and other 3rd world counties have DSL. Is this not America?
Verizon likes to waste money on sending items to me via UPS and having to pay for the returns. With the money they waste on a daily basis doing this to not just me, but thousands of others, they could have built a new exchange capable of handling DSL. I would like to see Verizon use and understand their system more then I do. I would like them to stop playing head games with people and start listening to consumer complaints. They ignore complaints and phone calls/e-mails.
Christopher of Tampa FL (11/24/07)
I have had Verizon for a year for TV Internet and Phone. Every time I have called they leave you on hold for no less than 20 to 30 min. In that time I'm sure a good percent hang up. This is intended to happen. I can say it is nothing less than a scam. You get a runaround and are transferred through 10 people--usually to end up where you start: back on hold. It has never taken me less that 3 calls to get anywhere and took a few weeks to get service to the house for anything--so far including faulty installation. I am just sick of this company.
I have lost many many hours to them, including my work, with their not showing up when saying they will. Also I have about 15 hours on the phone with them...so far after a year.
Joseph of Little Neck NY (11/06/07)
On 10/30/07 I had a Verizon DSL problem (slow internet connection speed)and tried to correct through use of the Verizon DSL trouble shooting web page. I then lost my connection because the modem they provided went down. I contacted Verizon, my connection was re-established, and I was given a tracking number for future reference. Slow connection speed continued and I again lost internet connection on 11/06/07. I contacted Verizon and after spending considerable time with the tech, re-established the connection and was advised that the slow connection problem was caused by my computer, and again was given a tracking number.
I've searched the web and have found a number of other Verizon DSL users who have had the same unresolved problems, and they were also advised that the problem was caused by their faulty computers. It seems to me that Verizon is trying to get its DSL customers to switch to their more expensive, new fiber optics system (Fios), and that their tech people are inept.
Jenny of Merchantville NJ (10/09/07)
Verizon sales and billing personnel led me to believe that minimal charges would be applied to my first bill, and those charges with the regular payment would be less than 100.00 with taxes. I was also locked into a contract without my consent at a rate I did not consent to. All of this showed up on my very first bill. Installation fees that I was unaware of for a simple internet connection were $200.00. In addition, the bill had several fees I was not told about at the point of sale over the phone. The operator simply told me about modem purchase fees, and the installation tech had no information for me and said nothing about an installation charge over what I was already told.
I am left with a first bill totaling $330.09. This includes a monthly rate of 41.99 prorated plus two days, i was told the monthly rate was 29.95, and was not told about a contract. This company has no sympathy for the aggravation they cause. I feel that Verizon takes advantage of every customer this way, but the bill is so complicated that it often goes unnoticed. So now i have this bill in front of me, due upon receipt, and Verizon has no sympathy for what they have led me into, and if i want to cancel my services (less than a month into it) i will be charged a hefty cancellation fee for terminating the contract i've never seen or been told about.
Steven of Yorktown VA (08/25/07)
I had been with Verizon DSL for several years, but I received notice of a $5/month pricehike in late June. The service had begun to deteriorate over time, with my access speeds falling below 1.0 mbits/sec quite often. I was on 1.5 mbits/sec month to month plan and I called to see if there was some plan that could save me some money.
Customer service told me about an annual plan for 3.0 mbits/sec service that would be $2/month less than my existing 1.5 mbits service. I pointedly asked about an early cancellation penalty, because I was having problems with the service and didn't know if I would stay with them long-term. The customer service rep told me that I had 30 days to cancel the annual plan and avoid any early termination fee. I agreed to the annual plan, expecting to see a boost in my speed, which I was told would be noticed within 24 hours.
A week goes by and my speed has actually gotten worse. Fast forward three weeks and I see my bill has included a charge for $49 for early termination of DSL service.
Douglas of San Diego CA (02/25/07)
Verizon stated I could not use Skype VOIP on their network and instead had to use Yahoo messenger as it used lower bandwidth. Additionally, I was told my maximum allowed ISE was 5 GB and was once called by a manager to simply turn off my webcam after 15minutes of use due to high bandwidth requirements. I now want to leave my contract with Verizon.
James of Dunedin FL (02/12/07)
Verizon Internet Services offered a DSL internet service at $14.95 per/month and on 11/25/2006 a charge was taken out of my account for $98.69 which caused two overdraft fees on my account at $35.00 each. I called the Verizon number listed on my online bank statement and the person couldn't find the $98.69 in Verizon's Account System and helped me out by giving me all information to have Verizon conduct an investigation on it. So I did as she said with all the paper work and bank statement (proof) which showed the wrongful and unauthorized charge off my Visa/Bank Card for my account and I faxed Verizon Investigation Svcs. I also filed a false charge with my bank.
I waited about one month and they didn't even contact me letting me know the situation. After one month I called them back to find out what was happening with this false charge, and they put me on hold and I've been on hold for one hour and thirty minutes (as I am typing this message I am still on hold).
Haiesha of East Orange NJ (02/07/07)
In 2004, I ordered phone and internet services from Verizon. I used their services for four months or so and decided to cancel it. I paid my account in full and my deposit was returned to me. I later received a bill in the amount of $79.00 for the internet modem that was unreturned. Once I returned the modem I called the company regarding the receipt of the modem and I was told that they did receive and I would receive a credit for the $79.00.
I put my faith in Verizon and never checked on the credit status because the individual assured me that I would receive a credit to my account. A few months later I received another bill for the same amount, so I immediately called Verizon regarding this. I got nothing but the run around and was on hold for more than an hour with customer service reps that were not able to help me. I later checked my credit report as the last bill was from a collection agency, only to find out that Verizon had damaged my credit.
James of Winchester VA (01/17/07)
I was a satisfied Verizon DSL subscriber for sometime. In October, 2006 I requested Dry Loop DSL (DSL with no local phone line) and was assured by them it was not a problem. Since then I have spent hours on the phone trying to get this set up. The problem is they are still billing me for a phone line and DSL.
On or about Dec 26, Verizon disconnected my DSL service while trying to complete this order. They were supposed to call me back to rectify the problem but never did. I finally became disgusted and installed cable Internet with Comcast on Jan 9. I am still receiving bills from Verizon for services I am not using. I have written to the BBB and received a letter from them informing me Verizon will not respond.
When Verizon disconnected my service without my consent or request I had lost very important current and future e-mails pertaining to investment services I subscribe to which are very time sensitive. The economic cost is hard to establish. My goal here is to get Verizon to stop billing me for services I don't use. They have credited my account and it is still showing a small balance, which I have no intention of paying. I just want them to close the account and go away.
Debbie of Boyce VA (12/14/06)
I had Verizon dry-loop (stand alone) DSL for my daughter in college and about a month ago I wanted to add a phone. I made clear that I did not want to lose the DSL connection. I also asked if a filter was needed for the phone and was told no. After about 1 hr and 45 minutes I managed to order a phone. The DSL was supposed to be converted on 11/19/06.
Many phone calls later, we learn the DSL was never switched to accommodate the phone. On 12/13/06 a tech came out and left us with no internet and no phone. It turns out the switch was never made for the DSL and that we DO need a filter for the phone. We probably have 6 hours invested in our time and still no Internet. Now we have received an e-mail saying our Internet has been cancelled! In the meantime my daughter has a final due for college and no Internet.
Thomas of Santa Fe TX (09/10/06)
I signed up for Verizon Internet on line DSL services in conjunction with AOL in November of 2005. The cost for this service was offered for $14.95. Incidently this price is still being advertised by Verizon as they notify their current customers that the price will be increased to $17.95 per month. This cost is in addition to the $8.95 per month paid to AOL. This is an over 16% increase ($14.5 per month to $17.95 per months). I feel like was sucked in. I will change my Internet Service Providers and will not continue the service. I have experienced a significant amount of technical problems that were corrected by one of these two vendors after weeks and multiple phone calls. I have been very patient with Verizon but this increase had convinced me to shop for another ISP.
Wendy of Hudson MA (09/01/06)
Complaint about email policy implemented on Sept 1, 2006. According to Verizon staff, Verizon is deleting all emails of customers stored over 30 days. The problem is that verizon pick the arbitrary date of 9/1/06 to delete all your emails even if these emails are only days old. I received an email on 8/30/06 and two on 8/31/06 and when I went to read them on 9/1/06 they were gone. This policy defies logic. I do not understand how a company can justify this action. It took me hours to talk to actual staff and figure out this policy. An regardless of what they say I did not receive an email about this warning.
I received important information about my husbands soccer team on 8/30 and 8/31 which we do not have. The soccer league relies heavily email for contact information. As a result we have more work to be prepared and we do not have ample spare time for this.
Charles of Washington DC (08/05/06)
On May 6, 2006 I called Verizon to set up a local telephone service account and a DSL account for my new apartment. I was told both phone and internet service would be up and running by May 25, 2006. I moved into the new apartment May 21, 2006. As May 25 approached I called Verizon to check the status of the phone and internet service to make sure everything was in order, as I had not yet received my set-up package in the mail or the wireless router I had ordered (which is supposed to arrive several days before your service ready date). Verizon told me that my order was “on hold” for an unknown reason, so Verizon cancelled my order, without attempting to call or e-mail me (they had both my e-mail address and multiple phone numbers from when I ordered the service).
After about an hour of unfruitful conversation trying to figure out why this happened and to reinstate my order on an expedited basis, Verizon told me the only thing they could do was to start everything over with a new phone number and a new order. Given no other options (despite the fact that I had already given the old number to everyone, including important business and financial contacts) I re-ordered the phone and internet service. They told me that it would not be ready until mid-to-late June. I explained to them that I had ordered the service at the beginning of May because as I was working from home for the month of June, having functioning internet was essential to my job. Therefore not having internet service for the first three weeks of June was unacceptable.
They told me that I needed to just place the order and wait a few days to call back to try to expedite the service because they could not alter the computer-generated service ready date. The Verizon employee assured me that she had noted all of this on my account and when I called back it would be easy to change the service-ready date. When I called Verizon DSL a few days later the Verizon employee informed me that there was no record of my mistakenly cancelled order or my previous hour-long phone call and that she would be unable to expedite the service because the phone service was not yet set up.
Mike of Wilmington DE (05/12/06)
I signed up for DSL in March of this year. I had about 1 or 2 weeks of service before my system went dead. I think it is an internal wiring problem (decomposing telephone wire). I had scheduled a maintenance on 4 seperate occasions. Each time I was stood-up. The repair person closed the ticket after saying I wasn't home to let them in. I was there. I feel like I ma in the Twilight Zone and the repair person is the Flying Dutchman. When I try to call back to the person that scheduled the appointment, they were never heard of. These are spervisors or managers. Of course, there is no phone number to call back or location of the manager or superviser. The manager (Kenneth) told me when I asked if they couldn't get into my house why I wasn't called when I gave my home phone number, my work phone number and my cell phone number.
I was told that some technicians don't have phones. This is VERIZON and they had no phones.
Of course, I could only reach the supervisor response team after I had India transfer my call back to the US (with great pain trying to understand them and they trying to understand my problem) Not a great help. What is the solution when dealing with someone who doesn't want to help but is there to collect your money.
Sharon of Seward PA (04/12/06)
I had applied for verizon DSL. I waited 2 weeks while they checked lines and everything to see if i could have it. They said that i could and turned it on. I purchased a router, ethernet card, cables and other items to get the dsl up and running so my daughter could have it for her school work. After having the DSL for about 2 or 3 weeks they decided to shut it off with no warning. I called and they said it was due to an old phone bill i had from 2004 that went to a collection agency. I had been paying extra on my phone bill in 2004 to pay off the back bill. They accepted that for 8 or 9 months. Then they decided to turn it into the collection agency without warning.
I hadn't realized that i had needed to make a formal payment arrangement. I figured that by them accepting the extra money every month and not complaining about the back bill was sufficent but it turned out it wasn't. so here i am now minus the $80 i spent on equipment and still no DSL. My complaint is that they should have checked into any past bills BEFORE they turned it on, not after letting me have it for 3 weeks and spending $80. I talked to the supervisor and told her to put the old bill charges on my phone bill and let me make payments on it but they said NO.
My daughter no longer has the internet for her school work and I'm out $80 because without the DSL all the stuff I bought is useless and its too late to return the stuff.
Robin of North Vernon IN (02/04/06)
I ordered dsl and then cancelled during the 30 day free period and verizon still billed me for the dsl, I then get another bill for early termination fee of 79.00 from these thiefs, I am still in the process of getting this mess cleared up. I WILL NEVER DO BUSINESS WITH VERIZON AGAIN. They shift me from person to person and you and I know they do this on purpose they want to make it as hard as possible to deal with them. Why does it take 5 minutes to order something and three months to clear it up?
Philip of Staten Island NY (01/31/06)
We ordered a DSL line to be installed for a high end employee in our company who lives in New Jersey. We are located in New York and sent a tech to the site. The tech was at the house from 9am-5pm and Verizon never called or showed to install the line. We called the customer service where we spoke to over 7 different people before we were able to reschedule the installation. The second time around Verizon showed but the person who showed did not install lines and was only there to install software on the pc. Another day was wasted.
The third time a week later after compliaining and speaking to multiple people they once again sent a tech to install software on the computer. On the fourth time the Verizon tech installed a jack in the house but the DSL line was dead and he was unable to get this working. We were told they can fix that without us being there seeing how we are in New York. Now we have tried to call Verizon on this matter and they said we need to be in the house on the phone with them before they will schedule to send anyone to us.
We have lost 4 days of pay to a tech we had sent. They charged for the line starting in January which we were compensated for finally. The owner of the house, the employees mother has not been able to leave her house on these days. Also this makes our IT staff look very poorly towards our company.
Richard of Santa Maria CA (01/21/06)
I'm complaining because I've been trying to get DSL from Verizon for some time now. (Four years). Everytime I inquire as to when I'll get connected, they inform me that I'm not in the 'LOOP and that you (Verizon) are working on the problem. The problem is that my home tract was built over 40 years ago and all the lines, like most lines in Santa Maria are now underground. It seems as though the few who are in living in Toby Ranch area,'the old track of homes, some 70 or so homes, are not important enough to the Verizon family to get us into the loop even though Verizon is my phone provider.When I call, I'm told you will get to it in four to six month, but I'm still waiting. Except for 'Dial-up', I cannot get high speed access for my computer.
Eleanor of Staten Island NY (01/05/06)
I use dsl service from verizon, and have numerous problems with this service. On Dec. 26,2005 the service went out, I called to get some assistance and was sent from technician to technician. I told all persons that it was the modem noone would listen. I was told that a technician would be out to my home on the 27 bet. 9 and 5, no one showed up. I called again on the 28th, and was told that the trouble ticket was fulfilled, which is not true. I asked to have another technician dispatched and was told the next available date would be Jan.4,2006.
At this point I asked to speak to a supervisor, after being on hold for at least 15mins. I hung up. The supv. did call my home, to find out about my problem, his name was Greg, he refused to tell me a sir name, and stated that Greg was sufficient. I stated to Greg that I have been without my dsl service since Dec. 26 and wanted to know why my first trouble ticket was not completed, I was told by this person that they did some test from the office and found everything was okay. These same tests are performed before sending out a technician, so apparently the tests failed if a tech. was dipatched. Anyway this person went on to tell me about a drop down window is how they get the date, he was talking a lot of nonsense which I did not understand.
He then transfered me to the cancellation department, I was transfered back to him, because cancellation is not what I wanted, by this time I am irate, Greg gets back on phone just to hang up on me. I think he feels if he tells someone to have a nice day and hangs up that he a professional, which he or the staff a verizon is not. ... I am still without my dsl service.
Isaac of Brooklyn writes:
I've had nightmares with Bell Atlantic/Verizon DSL. I've been waiting ever so pationtly but now my blood started boiling. I've realized that I grew old over this company waiting for a response from one of the reprentatives to activate my DSL line which is already paid for two weeks.
Diane of Brooklyn feels about the same as Isaac:
I made a request for the product on July 15, 2000, Product was installed September 25th. To date I have not had a full week were the DSL service was operational. On a daily basis there are hours in every day where the service is either down or is disconnected.
Customer Service is priceless. No matter what time you call there is "higher than normal call volume" I called at 2:00 a.m. for a problem that occurred at 9:00 a.m. the previous day and the message of higher than normal call volume comes on. The adverage wait time no matter what time you call is 25 minutes. The longest I have waited was 93 minutes.
The technical support people on level one run you through the same diagnoistics -- "Turn the computer off, turn the computer on." Finally after three months of turning the computer on and turning it off again I asked the rep was he just giving me busy work. His response was that he was not able to go through his diagnoistic protocol. And then he hung up the phone.
I called back, waited my requried 20 minutes and then spoke to techncial support person number 2. I just want to make a note of the person that hung up on me. He's unable to figure out who was on the phone with me. I then ask to speak to a supervisor. I'm placed on hold for 9 minutes where I now get technical support person number 3. He is able to identify who hung up the phone. Then proceeds to cover for the guy who hung up the phone on me. Offers up a lame appology and then when I ask is there an address where I can forward some correspondence too he is dumbfounded. He doesn't know where the correspondence should be addressed. I now have a call into corporate.
Maik of Staten Island, NY, writes:
I ordered DSL service from Earthlink in October of 2000. I was told that all it would take would be one appointment with Verizon (which is my local phone company) to "deliver the digital line" and then another appointment with Earthlink/Covad to install the DSL service inside my home. In the last week of October I had the scheduled Verizon appointment and I stayed home the whole day like they told me but no one showed up.
When I called I was told that they had been at my house but "nobody was there". After I got very angry and stated that I had been sitting at home since 8 am and waited they told me after they checked back that they supposedly didn't find my house. :-/ Anyway - another appointment was scheduled for the week after and this time Verizon actually came. After they had been out there working for 30 minutes the technician came to my door and said that "everything was fine". After 2 days I received an email from Covad informing me about the "delivery of the digital line" by Verizon. When I called and told them that they had been there already 2 days ago to do this, they told me that Verizon had said that the line had "failed the testing" and someone had to come out there again.
To make a long story short - in the following 7(!) weeks I had 7 more appointments with Verizon to deliver the digital line. Sometimes they showed up - sometimes I didn't see anybody. But when I called Earthlink to check they told me that it would say in the logs that Verizon had been there. And always about 2-3 days after each appointment I would get an email informing me about another appointment the following week. Then - about 2 weeks ago I saw a Verizon/Bell Atlantic truck in front of my house and I went outside to ask the technician if he was there for DSL. He said yes - but not for my house but for my neighbor right across the street from me. When I asked him a question about my service he answered me that I was a "Covad" customer and he wasn't even supposed to talk to me. This obviously told me that my neighbour had ordered his service directly from Verizon.
In the next 4 days my neighbor had 4 technicians coming out and then his service was up and running. The only conclusion I can draw from this is that Verizon EITHER doesn't care about people who order their DSL service from other companies but are dependent on Verizon as the phone company OR they do this on purpose so that people get annoyed and try to get their service from them. Well - in my case it worked. I canceled my order with Earthlink and ordered from Verizon 3 days ago. They send me an email saying that my service will be up and running by 1/12/01. Let's see....
R.R. writes:
I have been dealing with Bell Atlantic as a small business for several years
now and have had nothing but problems. This complaint will not go back to
the past, as all I have to do is remember yesterday.
Several individuals in
our company wished to have a DSL line installed. Yesterday one such
individual was scheduled. He was told he had to stay home all day to wait
for the service technicians to come and install his line.
He did indeed stay home. By mid-afternoon they had not yet shown up. This individual
finally received a call from the Bell Atlantic workmen saying they were at that address
but nobody was there. Obviously, that was not true.
At first we gave them
the benefit of the statement and thought that maybe he just didn't hear the
doorbell. But thanks to a Bell Atlantic service, "Caller ID," we were able to
track were they called from. The call was made from the other side of the
city, nowhere near this person's residence.
When they
finally showed up they were confronted with this and just hemmed and hawed for an
answer.
As I said before this is not the only incident I've had with this company.
As a matter of fact the same situation has happened a number of times with
another individual from my company who is still waiting patiently for them
to find the right house to make the installation.
David of Sunnyside, NY, writes:
I
tried to subscribe to DSL service via Bell Atlantic. I did not received
the package the first week so I called back to check my status. I found
out they copied down wrong credit card information. I received the
package the following day and
Bell Atlantic promised me I would get internet connection on Nov 18th, 1
week later.
I
tried to install the complicated software and hardware but I failed. I
could not uninstall the software in order to reinstall the software, so
I formatted my HD. After 1 day of effor, I finally installed the
software.
Then
-- this is the beginning the nightmare -- I could not get the connection
so I called the technical support. They told me something was wrong with
the line and they had to test it, so they suggested me to call back in 3
days.
I
gave them 1 week and then after I came back from Thanksgiving weekend it
was still not on. I was so upset and I called the technical support.
They transferred my call around and no one could give me a satisfied
answer. They told me my problem had to be handled by the logstic
department which is only open from Mon-Fri.
So
I called the next day (Mon). They checked and asked me to wait for
another week. It has been 3 weeks since I ordered the service but I am
still not on the internet.
David of New York, NY:
I applied for DSL service in September. I was FINALLY installed in January. I have now been without my DSL service for 21/2 months. I had DSL for maybe two months at best and I can't get anyone to come out and fix my service.
I cannot get on the internet which I require in order to do my research. I have to stay in the office until 11pm on some nights and don't get to see my wife and children. My wife has threatened divorce. All this from DSL service.
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