Complaint Review: Verizon Residential - Select State/Province

I ordered Verizon Residential DSL and Phone service in October 2013.  No other provider available for phone and DSL besides TWC so I chose Verizon based on advertised plan for high speed DSL 7-15 mbps Verizon Double Play plan at 44.95 per month for home phone and High Speed DSL.

It took about 1 week to get phone service to my line, it took an additional week to get DSL to work due to faulty equipment installed outside the house by Verizon.  I ordered the inside line maintenance with my service and paid additional $9 per month fee.  Verizon service was so poor my DSL speeds were averaging 2-5 mbps during the 1st month of service.  Verizon sent me 2 replacement modems to try and solve the issues of slow speeds and connectivity loss.  Problems not resolved by modem replacement.  Internet connectivity was lost upon waking any computer from sleep.  This issue along with the slow speed issues existed for at least 2.5 months without resolution by Verizon.

I spent hours on the phone attempting to restore service but never succeeded in obtaining anywhere near advertised plan speed until Verizon finally sent out a filed technician.  This service technician did restore my line speed to near advertised speeds (10 mbps) after rewiring the line from house to utility pole and installing new box outside my house.  I was told by this field tech that the inside line was fine. 

The slow speeds returned soon after this field tech visit and another call was placed to Verizon Support which took a considerable period of time with back and forth phone calls.  The second tech came out and replaced the single jack inside my house with a dual jack for separate Data and Phone connection.  The speed was still slow, at about 5 mbps after instiallation and the tech then called a provision office and restored the speed back to 10 mbps that theh first tech visit obtained.

About 1 week later the speeds dropeed again and sometimes stopped all together.  Verizon Support admitted there was something wrong with service in my neighborhood and sent a third tech out to check the problem.  By now I was convinced I had made the wrong decision in choosing Verizon for my DSL service.  The thrid tech restored the speed to 10 mbps by removing unused data lines from my line at the utility pole and providing me with one of his "known" working modems. Tech confirmed that nothing was wrond with inside home wiring, confirmed problem was overloaded wiring at the utility pole outside.

Two to four weeks of speeds from 10-12 mbps, then back to 2-5 mbps speeds, sometimes no connectivity.  By now its March 2014 5 months into my Verizon DSL service and I've stopped paying for the inside line maintenance which was confirmed to be good.  When I called Verizon Support for help in restoring my slow DSL I was kept on the phone for 40 minutes by an international support rep who argued with me whether or not I could connect to the internet and never attempted to resolve the slow speed problem.  I persisted in getting the stalling rep into having a supervisor call me to resolve the problem.  About 1 hour into this support phone call I was told Verizon would send a field tech out to the house to try and resolve the problem. That was Friday eveing at 10 pm.

The following Monday morning Verizon Support calls me to inform me that the International Support Supervisor failed to convey the appointment time and were calling to confirm whether or not I wanted to set up an appointment for a rep to come out to my house to inspect problem.  I made the appointment and soon after Verizon Support called again to warn that I would be charged a fee for the field visit.  I explained that I had paid for 4.5 months of inside line maintenance and their field techs confirmed all problems were outside related but Verizon insiisted that I must pay.  I refused and am currently looking for another DSL provider in my area.  I'm doubtful that I will succeed since it is apparnet that monopolies in TELCOM have ruined any chance of consumer satisfaction and will have to suffer poor service due to a lack of cmpetition in this fraud ridden market.  I would hope that Verizon would try and restore my service on their own part, but I am doubtful of this happening after experiencing such a low level of customer support at Verizon Residential.  Truly appalling bad custormer service.  Shame on you Verizon.