Review by Karllb 
UPDATED: 1.3 years ago
member for 8.4 years, 2044 visits, last login: a few hours ago
 Pittsburgh,Allegheny,PA
 $33 per month
 "Reliable when it works"
 "Support is wasteful insulting and nearly gave me heart attack"
 "if you have access to an other provider do it"
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(ratings below consensus)
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My DSL speed went from 2800 kb/s to 100 kb/s two month ago. I called Verizon 11 times. Always the same exercise: delete this, unplug that and so on. The longest session was 6 hours. They blame always my computer or my wiring. I wanted to by pass my house wiring ,there was no bypass plug (old Installation). A technician came and installed a plug but disconnected the DSL. The second technician repaired the DSL and thought it was a bad modem. I called again and the same exercise. They took over my desktop and run the speed test themselves same result very slow speed. At the end of the session they pulled up a web sit (like GOOGLE) and pointed out how fast it comes up. Insulting!!!
Every time I called they gave me a trouble ticket, but after every session ended they closed it. So every call we started from scratch. Some supervisors called in between and could not help.
Finally since they blamed it always on my computer, modem or wiring, I bought a new Verizon modem at BEST BUY. I also recovered my computer to factory setting. I have an extended warranty on my computer, so I called their support. They checked my computer and determined it was all right.
But the next step got things rolling: they called VERIZON support and explained that it was not my computer. They put me on with the Verizon agent and themselves , I explained it one more time and the supervisor who was also on the line declared it must be at Verizon’s end. A new ticket, a third time a technician came by.
He had a Verizon support agent on the line.
They made him disconnect and reconnect all telephone lines in the house. Sure he could find anything. Then they made him to go over all the exercises again still extremely slow speed. Finally a Verizon supervisor ordered the agent to connect my line to an other router on Verizon’s end.
HURRAAH High speed: 2850 kb/s
I am 73 years old and have hard time to go thru all the exercises, unplugging replugging wires, running up and down the stairs etc
They should have left the first ticket open until they solved the problem. They would have saved them selves and me a lot of money and aggravation.
Thank you HP Support.
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