Verizon Tech Support is definitely outsourced to call centers outside the country. They are quick to offer an apology to your problem, but they make it very apparent that it is your problem. If you do not do exactly as they instruct you to do, they will happily close out your ticket, and your problem still remains unsolved. I have been through the ringer with them on more than one occassion about the same exact issues. Each time that I call, I have to go through the same song and dance, eventhough it is the exact same issue that I have contacted them about before, and the issue is clearly on their end and not on my system. On one occassion, I sat and argued with a gentlemen in Mexico that my issue wasn't fixed. They said it was fixed. I said it wasn't, and I would loose my DSL connection while I was on the phone with him. Another instance, they disconnected my DSL because I have dry loop service and my home line did not have a dial tone, so the techs came out and disconnected everything. Tech support was a joke then as well. I was on the phone for several hours trying to convince them that it was an issue on thier end and not mine.They claimed that I had to be home for the repairman to come out, but I did not have to be home for them to come out and disconnect it in the first place. Because I would not go through all their trouble shooting steps, they would close my ticket out and my problem would remain my problem until I would call them again. It took an act of God for them to come out and get things reconnected again. I actually feel physically ill now when I have an issue with my DSL because I know what it will entail just to get the trouble ticket set up. I have had the operators claim that we have a bad connection (after being on the phone with them for over an hour). They claim that they will need to call you back, but then they never do. When I call back and check on the status, guess what, my trouble ticket had been closed out. This past instance, I called and complained about a slow connection. The same exact issue that I contacted them about over a month ago. After going through the song and dance again, they claimed that someone would call me back in 24 hours, and no one has. I have complained to the FCC and the State Corporation Commission on more than one occassion, but it seems as if it just business as usual for Verizon. {please keep it relevant} I think that is the only way that they will get the message that what they are doing just isn't going to cut it anymore, and they need to make some changes. I have cut my home phone line with them because of their lack of service. If I had an alternative to DSL available to me in my neighborhood, I would gladly take it so I could finally severe all ties to that company. There has to be something better than business as usual.
If you would please state your issued, with all relevant details, there are tech people on this forum, who may be able to give you some answers.
{please keep it relevant} I contacted tech. support on Sunday about my slow internet connection. I was pulling 52 kbits/s on a 3M service. This is the second time that I have had this issue. The last time I contacted tech support about this issue was about a month ago. I went through the same song and dance without any resolution. Somehow the next day, my connection was corrected and I was getting my 3M service again.
This lasted for a month. I called Sunday, 10/11/09 about a slow connection again, Same issue, only able to get 52 kbits/s. Yet, I had to set through the same old song and dance with Verizon tech support. We did things like clear my internet explorer cache and cookies and run a speed test, when I already told the foreign gentlemen on the other end of the line what my connection speed was. How is that going to help improve my connection speed????? At the end of it all, I was told that I would be contacted by a senior tech support specialist from Verizon within 24 hours. Sure as the sun shines, it is now Tuesday, 10/13/09 and I have yet to hear anything from the senior Verizon tech. support.. The kicker is that I am not at all surprised by this. This is now the norm for Verizon. Yet, I still pay my bill. I am still under my contract.
I am going to make a prediction. Next month about this exact same time, I will be contacting Verizon with the exact same complaint, a slow interner connection, and I will have to go through the same old song and dance and have to do things like re-boot my modem and clear my internet explorer cache and cookies and run a speed test, eventhough I have told the foriegn guy from tech support that I have already done all this. Then, they will promise that someone from the senior tech support from Verizon will give me a call back within 24 hours and I will not hear from anyone.
{please keep it relevant}
{edited for privacy}
I would like to second here the poor quality of Verizon tech support.
Last week I stopped being able to send email from my desktop client.
I started an online chat with a Verizon tech somewhere in the world. He told me that there is a Verizon outage in my area and to wait a few hours.
After waiting and the problem not being solved, I called another number he gave me.
I talked to another Verizon tech. He told me there was no Verizon outage. He wanted to check the setting in my email client and I let him start a remote session. He changed the ports, and fiddled with it with no results. He wanted to recreate my account, but I didn't agree to do that (he clearly didn't really know what he was doing).
He then talked to someone else and told me there was a Yahoo problem (my outgoing SMTP server is a yahoo one). And to try later.I assume he closed the ticket.
I tried later and the next day. No fix. Finally I figured out the problem myself (in the outgoing server configuration I had to add @verizon.net to my user name).
So two interaction with two different Verizon techs produced no results. After over an hour spent with Verizon tech support, I still had the problem and had to figure it out by myself.
I wish I had read this before I signed up for DSL service.
My experience with Verizon phone tech support was even worse. 3 (three) times I took time off from work to wait for them and they didn't show up. When someone finally showed up they told me there's nothing they can do about my problem and the person who scheduled them to come shoud have known better.
I dropped Verizon phone and have been a happy Vonage customer ever since.
#1 What is the brand and model of your modem?
#2 What is the brand and model of your router?
#3 What software firewall is on your computer?
try unplugging the "power cord" from the back of the verizon modem for about a minute or so.
Start a new topic or ask questions in the open forum.
