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Verizon DSL

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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.

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 March 5, 2008

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.

`

Lansworth of Springfield Garden, NY March 5, 2008

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 February 20, 2008

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 February 17, 2008

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 February 13, 2008

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