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Informed to downgrade my modem or else

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Bronze Contributor I
Bronze Contributor I
Posts: 60
Registered: ‎01-20-2009

Informed to downgrade my modem or else

Message 1 of 5
(5,701 Views)

Been with Verizon DSL since January 2009. Not really a question here, but more of something I learned today. . . .

 

Came home from work two days ago and my DSL light on the verizon supplied modem was blinking (lost Internet connection). After checking to make sure the cables were still attached, etc., I phoned tech support, and they told me it looks as if it is something on their end, and after waiting a while, a ticket was formed to have someone come out to my home this morning.

 

Well, when I woke up this morning, things were back working; connected again. So I canceled the ticket--no need to send anyone out.

 

Moments ago I received a call from Verizon and was told that your best bet is to "downgrade your modem because since you are only subscribed to get up to 1 M of speed, the modem you have is overworking and is causing some issues."

She informed me that I live on the edge of Verizon' s service area, so you "better downgrade your modem or we may have to charge you for further service calls in case someone has to come out again."

Early this year someone had to come out, due to an issue at the site; the only other time was when I had them install a direct dedicated line and a homerun filter. I paid for that (line).

 

She was a bit rude, especially considering no one came out today, but I am left with choices of downgrading my modem, upgrading my speed ($), or going in another direction come January.

 

 

--Dale,

southeastern, Pennsylvania

4 REPLIES 4
Silver Contributor V
Silver Contributor V
Posts: 668
Registered: ‎10-26-2008

Re: Informed to downgrade my modem or else

Message 2 of 5
(5,675 Views)

You basically have two choices. I'd advise the first.

 

1). Ignore the call, it may not have even been Verizon. There is no such things as a Modem Downgrade, your modem is provisioned for specific speeds in roughly 128kbs increments. The highest speed you can get is the lesser of either the provisioned speed, or the highest speed the modem can negotiate with the Central Office.  Anyway, if Verizon wants you to do something, the Terms of Service require notice (and the telephone call doesn't meet even their definition of notice). If there is a problem with distance, that's a verizon issue. They sold the service, you are paying for the service. End of story.

 

2). You can escalate the issue. I wouldn't bother with the 'local service' folks. The message and information you have received is probably contrary to both law and Verizon policy. There is a group of people within Verizon whose job it is to clean up the messes, and unlike most of the people you deal with on service issues, these folks actually have the authority to make it happen. The moderators don't like phone numbers posted, but if you send me a private message, I'll tell you how to reach these folks.

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Bronze Contributor I
Bronze Contributor I
Posts: 60
Registered: ‎01-20-2009

Re: Informed to downgrade my modem or else

Message 3 of 5
(5,671 Views)

I didn't know what to make of that call from the woman who claimed to be from Verizon, but she made it sound like since I'm on the edge of their DSL service area and ONLY subscribing to the low DSL speed, I better downgrade my modem, so that we don't have to schedule anymore people to come out to your home. Yes, an ultimatum of sorts and I certainly didn't appreciate it. In other words, why don't you increase your speed ($$$) with us? In fact, she did say, I was lucky to be even granted the service in the first place, because of where I'm at (in Pottstown). I guess I am supposed to feel so grateful.

Go figure.

 

I haven't decided yet, what to do. But this is one annoyed customer--who also gets Verizon land-line phone service--and has for many, many years.

 

I should add: the modem I have is the standard modem that customers receive from verizon (well, at least around here): Westell.

At any rate, it came from them (Verizon) when I signed my one year contract with my current speed.

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Contributor
Contributor
Posts: 11
Registered: ‎10-25-2009

Re: Informed to downgrade my modem or else

Message 4 of 5
(5,598 Views)

Grüße Fräulein, Sturm-Verbot-Führer, Hello, I'm not sure what you're trying to do, Westell 6100F Updated 6100 Personally, I prefer 6100, his situation, unless the work and want to 6100F, 6100, and even a few seconds and pull the safety pin and press reset on the back to keep resetting the modem. Then you forget any order to show clearly, as you know, but I said, try some of the areas of equipment that is to solve the problems that engineers use a modem http://192.168.1.1/Verizon/rederict.htm However, I never seen a switch in September bridge mode, if you use a router or a set of PPPoE, if only for its computers directly to the modem.

 

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Copper Contributor
Copper Contributor
Posts: 9
Registered: ‎09-10-2009

Re: Informed to downgrade my modem or else

Message 5 of 5
(5,334 Views)

There are a lot of people in first level tech support that think they know what they are talking about but really don't.  If it was a serious call they would have been asking you to change your speed package to a lower tier because you are too far from the CO to support your current speed package.    Stuff like that does happen but it really is a get out of jail free card for the techs.  We have had customers work fine for years and then have a problem and have verizon respond with "they are 17k feet from the CO so you are going to have to downgrade their speed"

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