Lose internet (DSL) connection
FNewP
Newbie

Ten months ago I had a new home security system installed. Part of that system utilizes the internet. Shortly after installation I started receiving notifications that the alarm was going off because of a lost internet connection. Before installing this new system I knew the internet would sometimes seem slow (in retrospect it dropped). I've tried for ten months to get Verizon to fix the problem. For many months I heard the line was checked and there was no proble. Another time a repair man came but the results of what he did made no difference. I've replaced the modem and was assured that would fix everything. No such luck. Last week finally a technician on the phone found the signal to be week and scheduled a service call. The repairman called afterward and said there was a problem with the line and he had switched the line. I just checked with the alarm company and the problem continues. I'm at my wits end (after many hours working on this issue). Is my only solution to find another internet provider? After 10 months it can't continue like this.

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Re: Lose internet (DSL) connection
LawrenceC
Moderator Emeritus

Hi FNewP,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

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Re: Lose internet (DSL) connection
Verizon_Support
Customer Service Rep

Based on you not responding, it seems like our assistance is not required any longer and service is fixed. Therefore, we have closed your case. We are glad we were able to get you in touch with our DSL specialist to take care of your issue. Feel free to make a new post anytime  you need our help.

- Jose_VZ

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