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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.

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.

Sharon of Seward, PA April 12, 2006

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.

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