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Declining and sometimes non existant DSL

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Theepx5
Copper Contributor
Copper Contributor
Posts: 8
Registered: ‎05-14-2013

Declining and sometimes non existant DSL

Message 1 of 16
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I would say for the last year or so, my internet speeds have been declining, not sure why. Same equipment here as before when speeds were good. I have periods when speed is great, but those days seem to be long gone. I pay for the highest DSL speed available and my last speed test was 1.37 mbps download and 0.66 Mbps upload. Completely unacceptable. I have placed calls, worked with people over the phone. Had a technician at my home, and found nothing. My wiring was fine and passed his tests. The only conclusion he could arrive at was that my modem went south and was my problem. So I call and find out that I now have to purchase my modem, (mine was free with service). Fine, I understand, I buy the modem. New modem as been inconsistent and now the new one I purchased does not work at all. Back to using my old original. Still horribly slow.

 

To make a long story short, I am in fact a hairs breath away from switching to cable. I don't want the hassle, have been a long time customer, but I am at the end of my rope with this. Getting very tired of paying for High Speed DSL and getting dial up (or worse) in return.  Its to the point now that pages will simply not download because they are taking too long. I do work from my home and cannot have this when conducting personal and fincancial business through the internet. Please help so I do not have to switch, and if you cannot, please let me know, so I can switch...

 

PS I have also heard from a few neighbors down the street talking about how bad their services is (slow and very sporatic)..

15 REPLIES 15
LawrenceC
Moderator Moderator
Moderator
Posts: 12,073
Registered: ‎03-18-2013

Re: Declining and sometimes non existant DSL

Message 2 of 16
(1,426 Views)

Hi Theepx5,

 

Please go to your profile page for the forum by clicking on your name, and look at the top of the middle column where you will find an area titled "My Private Support Cases".  There 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. Please keep all correspondence regarding your issue in the private support portal.

Verizon_Support
Employee Employee
Employee
Posts: 3,232
Registered: ‎04-10-2013

Re: Declining and sometimes non existant DSL

Message 3 of 16
(1,333 Views)

We'll need to close your private support case for the time being since we haven't yet received the requested information asked therein. If you'd like to continue pursuing this issue, please reply back to us here and we'll get right back to you.

 

Thank you,

 

Art

Smith6612
Platinum Contributor III Platinum Contributor III
Platinum Contributor III
Posts: 7,664
Registered: ‎12-15-2010

Re: Declining and sometimes non existant DSL

Message 4 of 16
(1,323 Views)

See if you can get transceiver statistics from both your modem, and from a neighbor's modem. That should give us a comparative basis to go by.

Theepx5
Copper Contributor
Copper Contributor
Posts: 8
Registered: ‎05-14-2013

Re: Declining and sometimes non existant DSL

Message 5 of 16
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Forget it, this is a done deal. I have cancelled my account due to your non action/unsatisfactory replies on this issue. I have switched to a different service. My internet speed was good when I signed up. Now I am being told that the High speed I have been paying for is not available. I have been having this problem for about a year now. Phone calls, tech visit, new modem (which I was told was probably the problem, now doesn't work at all), solved nothing. I get told from a "Specialist" that my package needs to be adjusted because I cannot get the higher speeds. Since when? I used to. So does that mean you have been willingly accepting my payments for a service I cannot possibly receive? I would like this bill adjusted so I can end this experience. Very disapointed in this matter. Have been a long time customer, but no longer. Not sure why I wasn't told this when I first started having these problems, long ago. Sad, really sad.

 

Again I state that I have had this problem for quite sometime and was still paying the full rate. I believe a final bill adjustment is only fair since I have been paying for something I cannot receive.....

Theepx5
Copper Contributor
Copper Contributor
Posts: 8
Registered: ‎05-14-2013

Re: Declining and sometimes non existant DSL

Message 6 of 16
(1,221 Views)

I hope every on this forum can see how I am being ignored. It was basically the same way, when the forum was private. I was getting a constant hand off and basically assured of help that never came......

Theepx5
Copper Contributor
Copper Contributor
Posts: 8
Registered: ‎05-14-2013

Re: Declining and sometimes non existant DSL

Message 7 of 16
(1,220 Views)

Why? Why is it my responsibility to check a neighbors info. Last I checked I did not work for Verizon...

Smith6612
Platinum Contributor III Platinum Contributor III
Platinum Contributor III
Posts: 7,664
Registered: ‎12-15-2010

Re: Declining and sometimes non existant DSL

Message 8 of 16
(1,208 Views)

I also don't work for Verizon, but I do my best to help other users out via the forums. That includes my neighbors if any of them post around here, many of whom I've fixed their service for and have been enjoying 5Mbps service for some time now. I only brought them up since you've mentioned them.

 

Besides the stats there's some other things you'll perhaps want to supply. FIrst would be the logs your modem reports right after a drop occurs. Also, if you have voice service with Verizon, you should *REALLY* check out the audio quality. If it's not clear, as in it sounds muffled, has crackling/static/humming on it, or some other noise you should get Verizon Voice repair out to check on the issue. You'll want to test at your NID first for the noise to see if it's present, so Verizon doesn't try to bill you for inside wiring issues.

Theepx5
Copper Contributor
Copper Contributor
Posts: 8
Registered: ‎05-14-2013

Re: Declining and sometimes non existant DSL

Message 9 of 16
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Ok, sorry about that, Mr Smith. I didn't mean to sound snippy, I have just been through the ringer with Verizon one too many times. It seems after my original forum post went private, all I got was the runaround for a month from Verizon. All they talked about was escalation to a higher tech. Nothing ever happened. It really doesn't matter now, because I am no longer a Verizon customer, cannot take it any longer. Had tech visits, everything on the inside according to the tech was fine. Played the phone game for a while too. This was all before I posted on here. Now, their very last reply to me (almost a year later) is that the high package I pay for isn't available to me. this baffles me, because I have been a long time customer and enjoyed really good speed and service through many years. Then in incites me a bit, to know that after all this, they tell me my package needs downgraded. I don't understand what changed. I get no answers from them. Also as I said that it has been bad for about a year (crawling speeds, disconnects) and they have been well aware of it. All of the sudden my location is too far from central offices for HSI (what they told me). Did they move the offices? Seems like a brushoff. It that is indeed the case. I am futher infuriated by the fact that I have been having these problems this long, this is their reason, yet I have been paying for HSI all this time. Kind of doesn't seem right at all. Just very frustrated. I was told that the problem was quite possibly my modem. So I bought a new one through them. It stopped working completely. And I was back to my original in the end. So again I apologize to you, I have just had it with them so I moved on.....

MikeDiamond
Contributor
Contributor
Posts: 4
Registered: ‎04-23-2013

Re: Declining and sometimes non existant DSL

Message 10 of 16
(1,166 Views)

I have the same experience, declining speeds over the past 6 months or so, and multiple calls to verizon, they even sent me a new modem, but the same slow speeds continue , especially between 5pm and 11pm.    The other day a verizon phone support agent told me that since i'm on the 3mbps plan, 1.1 mbps is an acceptable speed to be getting.

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