how-to block ads
|
»next review in page
Review by linzta 
UPDATED: a few hours ago
Fair warning: reviewer joined this week
 Philadelphia,Philadelphia,PA
 $39 per month (12 month contract)
 Verizon
 "Free month of cell phone service."
 "Worst customer service ever experienced"
 "Stay away from Verizon Online DSL in PA."
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings well below consensus)
|
I'm a past owner of Verizon Online DSL and recently moved to PA. In the past I've had no trouble with it at all and when moving I hoped that the trend would continue - this was not the case.
My first attempt at getting Verizon was foiled by the fact that they were only available to setup the line during times I was at work, so I canceled the service and attempted to get Clear Wireless. After using clear for a bit I decided it wasn't for me and since my roommate had now moved in he would be available to meet the technician whenever he came so I setup an appointment.
The appointment was made for two weeks from the date I called. I made sure my roommate would be there the entire day so there was no possibility of the missing the appointment. The date came and passed without a technician showing. I called Verizon when I got home from work to see what happened and they said that he was working on the line that day and they would have to come inside tomorrow. I agreed, thinking this might have been a problem with the line... no big deal.
The next day came and I decided to do a little checkup in the morning to make sure my appointment was still scheduled. I called at 11am and was told that he would be at the residence by 1pm.
1pm came and went... I called again. "He's backed up due to heavy requests, he'll be there by 5pm." 5pm... gone. By now I'm furious. I called up to see what the deal with the technician was and I was told that he had been at the residence since 12pm working! ... what?!
After yelling back and fourth with a supervisor for 10 minutes, I was hung up on. I immediately called back demanding to speak with their supervisor and I was AGAIN hung up on. The third time I called back I asked for the billing to cancel the DSL. I also requested to be transfered to their cellular department so I could cancel my cell phone service (and all 5 lines attached.) The nice man in the wireless department actually took time to listen to what had happened and assured me that despite the name the wireless department was not connected with the landline. He assured me that they would help me solve the problem with the landline and get it fixed in the morning when the office opened.
The next morning he called me back as promised and on the line was a representative from the DSL section.
Here is the email that I sent as a result of that conversation:
---------------------------------------------------------------------------------- ----------------
Shawn,
After getting off the phone with both of them I regret to say that they were of 0% help. The person from the technical side kept insisting that I wanted to reactivate my account and set it up and in order for her to help me I would first need to goto the billing department to reactivate my account. Then at one point she told me that DSL was not available in my area - I believe the conversation went something like this:
Tech: "We do not offer DSL service in the area where you are trying to get it"
Me: "The doctors office below me uses Verizon DSL and there was a Verizon DSL modem in my closet when I arrived at the apartment, a brand new one. It's obvious that you're just blatantly lying to get a simple answer out to me so you don't have to actually answer my questions."
Tech: "Would you like to reactivate your Verizon DSL account? I could help you more then."
The other person, the one I believe that you were speaking with, was trying to decipher what the other one was saying but I believe she was just as confused as I was. The call ended with me saying that I could not waste any more time and hanging up. I feel as though I also need to mention her pointing out that my phone line was of poor quality and couldn't be heard... and while the person on the other line was able to hear me and vice versa perfectly clear.
I really don't understand how the Verizon Wireless side could have such excellent customer service and yet the DSL/FiOS/Landline side is so incredibly bad. It is the WORST service I have ever had - by far. I really wish that this would go somewhere and I could talk to someone that could resolve a problem for me but I don't think that's going to happen ( I mean you're an employee and that's the best person you could talk to! What hope is there for me?) In all honesty I've been a DSL customer of Verizon for 4 years now in NY and I've never had any problems, my parents still use DSL at home and at their business.
Unfortunately, as a result, unless I can get an actual answer from someone that can actually help me in the land line section, I'm going to keep my service canceled and I'm also going to have my parents cancel their "Triple play" package for home (or whatever it's called - DSL / Phone / DirectTV) and their business lines for work. I'm also going to suggest to my employer that we remove our DSL line (used for backup - ha!) and go with something that is a bit more reliable here in NJ.
I really do appreciate all of your help and I will be keeping my wireless account because I genuinely think it's great and so is the service. This email was written in somewhat of an angry haze and it's no way in reference to anything on your side of the house. Maybe you guys should be giving some technical support lessons to the land line people. I know at my job, if our level of customer support ever reached that.. we would all be fired instantly.
Finally, the only reason I did wish to keep the DSL and am trying to hard to get it is because of the convenience of the one bill. I really wish this could be sorted out without causing me to have to yell at the top of my lungs.
---------------------------------------------------------------------------------- ----------------
As a result, the wireless awarded me a little incentive to stay with them and they filed a "voice of customer" complaint with their headquarters.
Do NOT order or deal with Verizon Online DSL. Worst business yet.
Followup comments:  VZ_KevinB
join:2009-10-22
Asbury Park, NJ
| . Hello, my name is Kevin and I am a member of the Social Media team at Verizon. We handle escalated situations via the web. I was wondering what the current status of your service is. If you were still interested in DSL service, and willing to work with me, I'd be more than happy to facilitate that in a timely and professional manner. | |
| | | |
| Forums » comments on review of Verizon Online DSL |
 | »next review in page (previous review)
 Review by dmfree
UPDATED: 4 days ago
member for 1.4 years, 80 visits, last login: 4 days ago
Clifton Park,Saratoga,NY
$33 per month
Verizon
"Cheaper than RoadRunner"
"Unreliable, Pay for 1.5M get 1 -300K"
"Don't even think about Verizon DSL"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
|
Dropped RoadRunner because Verizon is $15/month cheaper.
Ordered 768K that was to be upgraded to 1.5M when available.
Initial order and install was okay.
Westell modem was supplied. After several emails and calls I was told that my modem would not run faster that 768K and that I would have to buy a new modem if I want 1.5M, but that since I had been paying for 1.5M and only getting 768K I would get a credit and would not be charged for service for the next 4 months. That lasted 1 month and then I was billed for the modem and the previous month’s service. The new Westell 6100 will do 1.5M but still many times a day I have extremely slow speeds. After many calls and a technician on site I can still have a faster dial up connection than my DSL. Verizon's out is that it is "up to" 1.5M down and 384K up. I feel really bad that I had recommended Verizon to several friends and their service is unreliable too.
Update 1.3 years into monitoring. Verizon changes my IP as few as 2 and as many as 39 times a week. What is up with that? Rarely can I watch Hulu without problems and seeing my IP address change once or twice. On the positive side my ping times are no longer in the 6000+ range and are consistently below 100. I am still waiting for the promised reduction in my monthly bill.
Followup comments: | Forums » comments on review of Verizon Online DSL |
| »next review in page (previous review)
Review by TheLawn
Posted: 22 days ago
member for 22 days, 1 visits, last login: 22 days ago
Thousand Oaks,Ventura,CA
$35 per month (36 month contract)
 about 3 days
Verizon
"It works...."
"It doesn't work well... about 1000-1300ms latency just to the local router."
"In my oppinion, complete garbage..."
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
|
The only other options are slower dial up... or much more expensive...
I ordered a 3mbps connection... but in the 2 years I've had it I haven't seen it reach near that point.
Contacted tech and customer support so many times it's not even funny, they just don't seem to care.
As soon as the contract expires I'm gone.
Worst decision I ever made.
Followup comments: | Forums » comments on review of Verizon Online DSL |
| »next review in page (previous review)
Review by pseudo
UPDATED: 25 days ago
member for 52 days, 19 visits, last login: 14 days ago
Brookline,Norfolk,MA
$53 per month
Verizon
"Used to run fine (6 months ago)"
"Runs extremely slow during peak hours (6PM-12AM)"
"Verizon has major network congestion issues, avoid them"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
|
For the past 6 months or so my DSL connection has been running extremely slow every day without exceptions between the hours of 6:00PM and 12:00 AM. During this time I'll get around 300kbps downstream for a connection rated at 7Mbps.
A back and forth with Verizon tech support resulted in them sending out a tech 3 times to my apartment. The tech was unable to find anything wrong with my local connection. He concluded that it was probably a network congestion problem and had me switched to a less congested router. The switch had no effect at all which means that all their routers are congested. In fact, simply looking at the forums here at this site confirms this as many people from different parts of the country complain of the same issue. It's pretty obvious to me that Verizon is aware of these issues (how could they not be?) but figures most people don't notice so it's not worth it to spend the money to upgrade their capacities.
If you live in the Brookline, MA area, there's really no reason to go with Verizon DSL since both RCN and Comcast have connections that go up to 20Mbps for the same price Verizon charges for 7Mbps.
Bottom line:
Avoid Verizon DSL. If you use them, be sure to run speed tests during peak hours to ensure you are getting a consistently acceptable connection. If you find that you're not, switch immediately to a different provider and save yourself the tedious hassle of leading yourself to my same conclusions.
Update:
After calling them to cancel, they had the gall to charge me a termination fee. Unbelievable. "Well the contract states that it provides speeds up to 7Mbps". Yea fine, I don't expect a perfect speed all the time but I at least expect something reasonable (i.e. between 3 and 7mbps).
And by the way, the DSL companies always like to brag that cable is shared but DSL is not. This is completely false as once your unshared phone line reaches the CO, it's shared with everyone else. Yea sure, maybe it's not shared in the immediate neighborhood but who cares. What matters is the bandwidth pipe that you connect to and DSL's is as shared as cable's.
Followup comments: | Forums » comments on review of Verizon Online DSL |
| »next review in page (previous review)
 Review by perki
UPDATED: 27 days ago
member for 354 days, 401 visits, last login: a few hours ago
Santa Maria,Santa Barbara,CA
$29 per month (12 month contract)
about 790 days
"None"
"Lied To Me For Two Years"
"Worthless"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
|
I signed up for there 3mbps package back in 2005. For 29.99 a month. I considered comcast but at the time you needed basic cable if you want there internet. So i choose verizon. Not bad if you compare it with 24.99 AOL Dial Up. Boy was i dumb back then. I had no idea old phone lines kill data speed. But that's not the worst part. They over Charge by leaps and bounds. First my contract expired and they raised my price to 39.99 a month! They never called to warn me and i never check the bill cause its on auto pay. After i found that out i canceled right away and switch to comcast. Every Now and then i go to the verizon site praying FIOS has come to my town and of course I'm let down. : ( So i went to see if they lowered there dsl prices and they have but they no longer offer the 3mbps tier. So i called and pretended i was signing up with them and confirmed that they did not have it. What company gets rid of there highest tier? The Answer is of course one that could never provide it to begin with.
So how much many did they suck out of me lets see. Charging $10 more for a package that they could not provide for 12 months is $120 okay and charging $10 more because of a contract expired for 13 months $260 and if you add the two that's $380 dollars!!! Wow that can buy a xbox 360, Guitar Hero World Tour with tax and then go out for a $20 steak. LOL
But it's all done now and no I'm not going to sue. Its my fault for putting full trust in a company.
Just try to avoid if you can.
Followup comments: | Forums » comments on review of Verizon Online DSL |
| »next review in page (previous review)
Review by freddesite
Posted: 33 days ago
member for 44 days, 26 visits, last login: 13 days ago
Richmond Hill,Queens,NY
 Business customer
$25 per month (12 month contract)
about 7 days
Verizon
"The connection stays on all the time 24/7 literally!"
"The speed is not up to par, always lower than what you pay for."
"Good company high price bad service."
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
|
I have had it for two years. I had Netzero dsl before it with 1.5mbps. The change to verizon was slower reponse. The speeds are low but not too much that you can't operate a youtube video or something. But i have yet to see an outtage. So I guess that makes up for the speed because of what i hear about cable.
Followup comments: | Forums » comments on review of Verizon Online DSL |
| »next review in page (previous review)
Review by Megawho
Posted: 37 days ago
member for 39 days, 1 visits, last login: 38 days ago
Houston,Harris,TX
Business customer
Contract price not specified.
"None"
"Terrible Latency from 5pm to 11pm CST in North Texas"
"Tested 5 days in a row, latencey avg 1850+ each night"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
|
I am what is commonly refered to as a road warrior, different hotels, different weeks, but the one thing that remains consistant is the terrible latencey I get wether using Verizon's services.
[URL=http://www.speedtest.net][IMG]»www.speedtest.net/result/5915724···G][/URL]
Followup comments: | Forums » comments on review of Verizon Online DSL |
| »next review in page (previous review)
Review by acuariano
UPDATED: 40 days ago
member for 5 years, 759 visits, last login: a few hours ago
Woodside,Queens,NY
$29 per month
"the first 4 weeks was ok"
"since dec20-04,,very slow browsing.lasting untill today 23rd...don't know when the'll fix this problem"
"should improve connection and specially in tech support"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
|
was good in the beginning but...now..
but mow forget about it...at least here in queens new york there is a lousy service,,my plan is 3.0/768 but i'm geting dialup service at night from 6,7pm throught 12-midnight..
phone support=don't exist,they don't know what they're doing..
looking for another alternative than this poor service.
Followup comments: | Forums » comments on review of Verizon Online DSL |
| »next review in page (previous review)
Review by giorgosc
UPDATED: 42 days ago
member for 7.6 years, 44 visits, last login: 4 days ago
Bronx,Bronx,NY
$29 per month
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
|
I ordered the high version and it worked ok.
But now I have a weird problem. Constantly it connects and disconnects. The problem is not with the computer but it shows with the IOIp.I use an Ooma and it constantly disconnects and connects. I contacted the people at Ooma and they said it was the Internet that gives me the problem. I didn't contact them (Verizon) and I wanted an opinion from you first.
Followup comments: | Forums » comments on review of Verizon Online DSL |
| »next page (previous review)
 Review by LU89
UPDATED: 51 days ago
member for 6.5 years, 2609 visits, last login: 4 days ago
@desk
$30 per month
about 7 days
"None"
"Verizon"
"Find an alternative"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
|
Update 9/30/09: What happened? Slow download speeds (9% of what I paid for).
Non existent tech support, everything always looks good from their end. When and if you get an appointment to have someone out to the house they endlessly reschedule until the trouble ticket disappears. Find an alternative, I went with Comcast, so far so good!
I no longer recommend Verizon DSL
Update 5/21/04: At Verizon's estimate of 9000ft. from the CO I had no problem getting the free upload upgrade-1500/384 and the price downgrade to $29.95 a month. Speed is now rock solid at 1495/370. I haven’t had any problems at all with my service and still highly recommend Verizon Online.
Update 11/4/06: Upgraded to 3/768 over a year ago for the same price as original order. Never any trouble with the service, still recommended.
Update 6/9/07: Nothing has changed, great service at a great price & still highly recommended!
Followup comments: | Forums » comments on review of Verizon Online DSL |
|
|
Verizon Online DSL
(83)
(149)
Verizon is not playing square with DSL customers
·
·
I have 3M as do others in SM/Orcutt. Obviously your to far away from a CO or RT for it. So you don't pay attention to your bill for years and then complain ?.. Enjoy your crappy over compressed Comcast TV and over priced, Capped, and throttled Comcast HSI. 
![www.speedtest.net/result/5915724···G][/URL]](http://www.speedtest.net/result/591572435.png[/IMG][/URL]){kind=link}