I am very upset about the non service I receive and point out that their so called technicians are clearly working against the company and the customer.

I’ve tried to get through the line, when my connection was down at night waiting 1/2 hour on the phone to be hanged up on. This happened 3 times, was never able to get through the supposedly 24/7 help line at night. The other times I just don’t want to waist my evening on the phone so I just ask my neighbors to share their signal.

So I’ve called in the morning, when I can get someone on the phone to be told that they cannot help me because at this moment my connection is working. I try to send emails to online support and get bogus generic answers in return.
I’m quite familiar with computers and networking, I’ve tried everything mentioned on their website to fix the issue and it’s STILL not working and NO ONE can help me???

I am not willing to pay for a service that works only sporadically especially not at the inflated rate I had to pay for my first month. it's kind of like going to a restaurant ordering a steak and only half a steak comes out of the kitchen but we're still going to make you pay for the whole steak...Unheard of.

Now that’s memorable: I have a problem with my verizon high speed internet and I receive "live chat" answers about Verizon One...good job people. Or wait, am I communicating to a computer I thought I was chatting “live with a technician” as falsely advertised on their website as usual.

I’ve already restarted modem, checked the cables and plugs, every day I’ve got to do it about 10 times.

I just spoke to another technician who couldn’t help me on the phone. Right now, my connection is fine. Later on today, the modem is going to blink red, then go completely dead until sometimes when it’s going to come back up. It’s of a GREAT inconvenience, especially when trying to upload files on FTP or watch a movie online for example. I try to watch a netflix movie online and it tells me my connection has stopped, or that my connection is too slow to watch a movie. Am I not paying for high speed internet?? And this happens EVERY NIGHT because EVERY NIGHT I still hope that something miraculous is going to happen like a working internet connection for instance.

I have been extremely disappointed with Verizon service so far, interesting how the advertised price is only $24.99/month but I’ve just paid a bill for 120 dollars for my first month of “high speed internet” which is high in price but very low in internet and competent service. I have had to ask to use my neighbors signal at night for a month now because my connection stops. And the person on the phone told me he/she couldn’t help me??? What am I paying for then.

So far my 3G phone has had better signal in the evenings than your supposedly high speed internet.

I have had high speed internet in the past through Comcast for about 8 years and NEVER NEVER had a problem. Once in a while I would loose signal but not 10 TIMES A DAY. Very unfortunately I had to switch to Verizon because I moved.

Also thank you Verizon for jacking up my phone bill with the extra 40 minutes wait on the line to get through someone else, after which I finally decided to hang up, OBVIOUSLY I was not the only one having problems.

Please someone be a real technician and not paid to waste my time. Thank you.

My internet connection suddenly slowed down dramatically around noon time. I am using DSL and it should be at least 3Mbps. After rebooting the router and computers a couple of time I came to the conclusion that it was a network problem with Verizon. Many many hours later the problem was still there so I decided to call Verizon. I was transfered to tech support. After speeking to two reps the problem is still there. In fact, I did not really expect them to solve the problem on the spot. I only wanted to know if there's reported network problem in my area, or report to Verizon if nothing has been reported. However, the tech rep just seemed the they had to go through their own or standard list of things to do/check instead of listenning to the customers. After a long long time on the phone with 2 reps the problem is still there and I am not even sure if the network problem has been reported or not. The 2nd rep started a screen share program but the phone call with her was cut off and the sharing session ended. I was asked to submit an online survey but after I wrote my comment I could not submit--it says it had to be done within 30min after the session ended...I did not feel it had been more than 30min but...Anyway, just so my comment would not get wasted I decided to post it here. Hope it will be helpful to someone:

"This technical support representative (and the one before her) did not seem to understand the problem. I repeatedly told them that the internet connction was fine until late this morning/early this afternoon. It can not be the problem with the computer since I have been using 3 different ones ranging from several-year-old to one-week-new with either Window's XP or Vista. It should be a network problem. And she did check the speed twice--once 47kbps and the other 21kbps. I can power off/on the router and computer many times (and I did do it myself before and after I got connected with the service reps) but the network problem will still be there if this is not reported to Verizon. Both of these reps insisted in going through the whole "check list" instead of just listen to the customer and report to Verion that there's a network problem in this area. Although after I asked her to check if there's any report on network problem in northern NJ, she did tell me there was a network problem in the area of Planisboro, NJ, when asked how big an area(eg.how many miles of radius) it normally means or if my area (Leonia, about 55 miles away from Planisboro), she could not provide any further. Then the call was cut off and she did not make any atempt to call back. The rep before her even closed the ticket indicating the issue had been resolved while it was not true at all."

I recently moved called verizon to transfer my service. Got the service on my new apartment. Internet wasn't working, called verizon, took off work and they went to the old apartment.

Had to call back to make another appointment for repair. Guess what, they never transfer my service. Instead, I had 2 accounts. Had to call every day for a week.

Finally, got the problem solved after almost a month. Now my monthly payment is more, and I just moved 3 blocks away.

Their customer service representatives really suuuucks. They need to provide better service. They need training...

After a decade as a Verizon DSL customer, I know how they operate very well. As I found out, better than they themselves do.

In early April 08, I placed a call to Verizon customer service to determine if an area in Southern California was in their service area. I have had an @Verizon.net for over a decade, and I was not happy hurry to relinquish it, and their online tool had failed me again to positively identify service area, as it so commonly does.

This call proved to be a huge mistake. About a month later, Verizon cancelled my email account - the first step in the 5-day process necessary to discontinue my service.

My personal communication has never been an issue, and at no time did I indicate in any way that my service was to be terminated. I am in an interview process, which, if successful, *might* take to Southern California *in about 4 month's time*.

But the damage was not only done - it was irrevocable. Email was already cancelled, my internet service was next (those lights will go out either tomorrow or the day after), nothing can be done to stop it (according to India), a new service request needed to be requested (with the associated start-up fee), it would take a week, and I couldn't be proactive in asking for the new service now - I needed to wait until my current internet DSL service was terminated.

When the problem was discovered long before sunrise here in Seattle, your only recourse is India, where I was told no end of absurd things. I cancelled my service online. No, I did not do that. My DSL service needed to be renewed each year and I failed to do so. No, I've been a Verizon DSL customer since 1997, and that is *not* how your company operates. It's always automatically renewed.

We'll call her Ms. Green, a senior representative right here in the US, who was my 19th call seven hours later. She appealed on my behalf to file a stop-order for an incorrect DLS termination (she was the first one I spoke to who even knew you could do this), and told me if I'm having a good day, this will restore things. And if not, worst case is you'll only be without DSL internet for 3 days. Oh, and for your time, trouble, and taking the day off work, here's the maximum I can offer you in compensation for *our egregious mistake* - please, take *fifteen dollars*.

Thanks a pantsload, Ms. Green.

I was actually very lucky to have been connected with Ms. Green. My experience with Verizon Internet told me the odds were woefully against me to have stumbled across someone with this knowledge and competence level. This disaster should have been much worse, by all indications.

It didn't deter me from editorializing. "Ms. Green", I told her, "allow me a moment to tell you what I've told thousands of my technical students for over a decade about Verizon DSL. Once installed, it's solid, reliable, plenty fast - if you can pick up the phone and hear a dial tone, you can expect a solid internet connection. It never goes down.

But the installation, change, modify and termination process has been *horrendous* and *dysfunctional* for a decade. And I've been failed by it yet again, now, haven't I?"

Ms. Green assured me that a trouble ticket at this level always goes to a decision maker. "I know, " I responded, "I've been a customer for over a decade, so I'm familiar with that part of the process. Doesn't really seem to work, now, does it?"

What I didn't tell Ms. Green was that Verizon's fifteen bucks was nothing less than insulting . . .

To Whom It May Concern:

I erroneously attempted to send the following email to Verizon's Volume Support email re a recent experience (3-14-08) I had with their email on my DSL account Verizon Website. I received an automated reply to it that was not at all helpful:

To: Verizon DSL Support Persons

From : Email User

You guys have a crummy email system, and have for years, despite all the supposed changes in the past several years.

I'll give you an example from last evening. My brother responded to a Verizon email I had sent him about rock musician Lou Reed. I hit "Reply" on my standard Verizon email account, and it opened a reply email, with his email inside of it. This is all well and good, that is, standard operating procedure. It is supposed to do this. Yippee, something works correctly.

So I compose a thoughtful and somewhat time-consuming reply to him. At the end of it, I remember NOT to hit "Save Draft" at the end of it because I recall your email system eating the draft of an email I attempted to save sometime last year. After that email fiasco I ended up not having anything to send either. Grrrrr!

So this is problem #1: Fix the friggin "Save Draft" part of your email system.

And no, I don't have a special computer, a faulty DSL line, or any special software on my computer such as security software that gums things up. It is a vanilla computer that works fine on Yahoo and Google email systems.

But this time, sending an email to my brother, I think to myself that I will be smarter. I simply hit "Send", last evening, hoping that my lengthy email to my brother will not only be sent, but that your crummy, primitive email system will save a copy in my "Sent" folder, as I have instructed it to do. I like to have a record of what I have emailed.

So what happens? Your dumbass email system flips me over to the Verizon account sign-in page. O.K., perhaps this is some sort of hypervigilant email security system, in order to guarantee that nobody unauthorized is using my account. I had signed in about a half hour beforehand, and had not left the Verizon email Web page during the entire encounter.

So I dutifully sign-in to my Verizon email account as requested of me, even thought I had signed in previously. And what happens? I get returned to my Verizon email page and my long email to my brother has vanished in the nether regions of cyberspace, never to be seen again. It wasn't in the "Drafts" folder. It wasn't in the "Sent" folder. It wasn't anywhere to be found.

It was gone.

Not cool, Verizon Support People. Not cool at all. )-:

There is a half an hour that I won't get back again, not to mention the information in the email.

How is it you expect people to want to use your email system if it wipes out a lengthy, personal reply due to shear incompetence?

This is the sort of crappy Web interface I used to regularly run across 8 years ago on the Internet! There is simply no excuse for such garbage from a major Web player such as Verizon in 2008! No excuse whatsoever. None.

I am writing this from a Google Gmail account of mine. Why mention this? Because it is saving drafts of this complaint letter AUTOMATICALLY! Without me asking it to do so! Wow! Somebody is thinking at Google, aren't they?

Want to know what else rarely comes into my Google inbox? Spam email. Almost never. And I have only had a few false positives in my Google Spam folder. How do they do it? I don't know, but somebody is on the ball at Google. In fact, it is a bunch of somebodies who are on the ball at Google.

And in my Verizon inbox? Quite a bit of Spam, especially for as little as I use that email system. Its address is not in a lot of circulation around the Web. What do you guys have? A Spam folder, where obvious Spam email that I have to move into the Spam folder just sit there until I delete them. What is an obvious Spam email? Email with gibberish words in the subject box. You know, like "yenottie more length obadogle badie"

Why don't I use your standard Verizon email more? Because it is a piece of crap email system that I learned to avoid years ago, and now have, once again. learned to avoid it even more. Fix it, for the love of God!

Now you are probably going to suggest that I try your NEW email system. Don't even go there. What comes with the standard Verizon DSL account should not have the sort of obvious bugs, flaws and crummy, email-losing features that it has.

So problem #2: what is with making me re-sign in to my Verizon account when I go to send a time-consuming reply to my brother, after I had only signed in about a half an hour prior? Stupid, stupid, stupid. What, does Verizon think that my computer got hijacked while I was still using it? I never left the Verizon email page while composing my lost email.

Just plain crummy all around. How much does Verizon collect monthly from me for my DSL account? Over $30/month. Multiply this times the thousands of DSL accounts Verizon has, and that sum has got to be enough to get some technically competent code monkeys in there who can figure out how to make a properly functioning, basic email system in 2008. At least, I would think so.

I am very disappointed in my Verizon DSL email system, and the rest of the Verizon site as well, which is very Web unimaginative. What are you guys doing at Verizon, watching too much You Tube when you should be working? Get on the ball.

Signed,

Rob Little, aka "ThomasHopkins981 at verizon dot net"