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.
Kelsey of Silver Spring, MD September 20, 2008
Kelsey of Silver Spring MD (09/20/08) I had DSL installed and it was working fine until I had to disconnect my computer to take it to the Apple store to have some software transferred from it to a new laptop I'd bought. Since I was having browser (not DSL) issues with my old computer I made an appointment for a technician to come on 9/16/08 and hook up the DSL to my new computer. They told me someone would be there between 8 a.m. and 4 p.m. (!) that day. I even got an automated voice message around 1 p.m. that day saying that the technician was delayed but would be there, and would not need access to my house.
I called Verizon just to see what kind of ticket they had written up. Two times I was kicked off while waiting, and once while I was talking to someone. No technician ever came--and I was watching for the truck.
I have no home access to the Internet (I'm typing this at the local library), I'm not getting the DSL service I'm being charged for, Verizon will charge me for a service call that never happened, and I'm out a day's wages.
Neida of Washington, DC September 19, 2008
Neida of Washington DC (09/19/08) We pay! we need to have a reliable service. I have a home phone a DSL and a cellphone with verizon. Well, for the last month my cellphone and DSL have been a pain. 80% of my activities and work depend on internet and cellphone ...so if you cannot provid good and reliable service, get out!!! Not very difficult these days the way economy is going, verizon management! So you either compete and provide reliable service or you are out!! so AT&T, T-Mobile, etc. get ready to provide us with reliability and I am there!!!
My internet is dead. The modem does not work. It has been on and off for about a month. It gets connected and 5 minutes later I am using some unsecure network 'cause my modem is dead!! cellphone just works ...whenever. I got about 10% of the phone calls I intended or was supposed to receive!! No bars. cero. It just doesn't receive or dial. call failed messages when dialing 90% of the time no matter where I am! I mean I am dialing from the usual places.
Joni of Elsie, MI September 16, 2008
Joni of Elsie MI (09/16/08) Back in April 2008, I signed up for a free 30-day trial of Verizon broadband to use strictly for internet access. I received the equipment and within a day discovered that I'm just outside the coverage area for broadband and so this solution would not work for me for internet access. I promptly returned the equipment the same week (well within the 30 free trial) along with a signed letter requesting that they close the account. I did it that way because it is impossible to get a human being on the phone and they don't include a close my account option in their phone menu.
I continued getting bills for the account, progressively higher each month. I talked to them on the phone no less than 3 times, explained that I verified with the post office that the equipment was delivered to them within a week (they lost it). They continued to rack up charges, continued to send me bills and started calling multiple times every day. I wrote yet ANOTHER letter, explaining in detail all that had taken place and included copies of my first letter to them AND a copy of the receipt from the post office proving the date the package was delivered to them. I explained that they were trying to charge me for a SERVICE THEY COULD NOT PROVIDE, and that if they didn't clear the balance off my account and close it immediately, I would file formal complaints with both the BBB and MPSC.
[They] are not only still sending me bills (to the tune of 322 now), but I am in the process of trying to refinance my home and just learned Verizon has reported this to the credit agencies and turned it over to a collection agency. Next stops...BBB, MPSC, lawyer. Since Verizon has chosen to report this to the credit reporting agencies and to a debt collector, it will, no doubt, prevent me from being able to refinance my home.
Stephanie of Spartanburg, SC September 15, 2008
Stephanie of Spartanburg SC (09/15/08) I have purchased the broadband card and have not had it working correctly since I got it. They mixed by monthly bill for it with a prepaid account and charged me for and would not take it off. They told me I should have known but I purchased my dell computer and had the card installed in my computer. I called them and set it up. They still said they would have to charge me for usage. I had to pay it because my husband's and my phone is with them. I wanted to cancel it then but they said let it work it was just a mistake.
The next months that followed I had my computer go out and had no service. I had no service since July 30 to September 11 and was charged for calls to verizon to fix the problem. They never told me that I would be charged to talk to a verizon number. They used those charges and usage for service I have not used for a month. I have paid in the past for service going out for 2-3 weeks but they should not be charging me. I will be charge 175 to have the internet service turned off. Verizon charges to much. When I first signed up it was 35 but they charged for data and asked me to upgrade. I think this is a scam and did not expect the awful service I have.
We have had to pay 100 more in over charges for data and for service we have not used. We asked not to be charge but they do not care to help. I am in college and I could not take the classes online like I wished because the service kept going out. I have had to travel to the library and friends house to get paper work done. I have been very stress because I have had to pay a lot for somethinbg I have not been able to use. I would like to just cancel but they stick you with such a high bill and they know we have phones and need them.
Susan of Westport, CA September 12, 2008
Susan of Westport CA (09/12/08) I set up an account for my daughter in Texas for both a land line telephone and DSL internet service to begin on July 3rd. The phone did not work and I spent 5-1/2 hours trying to get assistance. I was informed that I would be charged 85.00 per hour to get a line-person to look at the problem. As it turned out almost 7 days later it was a switch in the office that was not turned on and we were not charged the 85.00. We received the DSL modem and all appeared to be working well. The first bill came in and all was as it should be just about 75.00.
Then approx. 3+ weeks ago, my daughters computer system would not connect to the internet. She called in to gain technical support from Verizon and was told the modem was fine - it was her computer. We hired a computer person to look at her system and he replaced the internal device - charging 200.00 parts and labor. Still her system did not work - and she was told by Verizon that her computer must be bad and that their modem was fine. So, I purchased a new computer for her that she was able to pick up this week (9/10). And, still the system didn't work. Verizon said it appeared their modem was bad and would replace it. This was 9/11/08.
The new modem arrived today and didn't work, so she called tech support once again at Verizon. They told her they wouldn't talk to her as she wasn't on the account! I called in and finally got someone in India (actually took 3 calls to get a person to help) who conferenced us together and was able to start helping her - but only with my permission! They additionally said they would apply a credit for the downtime of the modem - neither credit I've seen as yet. I've spent 800.00 to get her system up and running when it was Verizon's equipment all along!
In between all of this, we received her second bill - for 185.00! I filed a complaint with Verizon and they applied a 7.00 credit to the account for lack of phone service. This was apparently for costs to ship the original modem, connection fees and advanced billing for the DSL service. The only part of this charge that was disclosed in my initial call to set up the service was the modem charges and connection fee - no mention of the advance payment requirement. I have been advised that Verizon will apply a credit for 1 month of DSL service for my inconvenience, approx 30.00.
800.00 spent in repairing then replacing a computer that was perfectly fine! 12+ hours spent on the phone trying to get the situations resolved and this still hasn't happened!
Report Your Experience If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.
Terms of Use Your use of this site constitutes acceptance of the Terms of Use
Advertisements on this site are placed and controlled by outside advertising networks. ConsumerAffairs.com does not evaluate or endorse the products and services advertised. See the FAQ for more information.
Company Response Welcome If complaints about your company appear on our site, we welcome your response. Please see the Response Form for more information.
For more information, see the FAQ and privacy policy. The information on this Web site is general in nature and is not intended as a substitute for competent legal advice. ConsumerAffairs.com Inc. makes no representation as to the accuracy of the information herein provided and assumes no liability for any damages or loss arising from the use thereof.
Print This 
Email This
