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Reply to: Wednesday, December 27, 2000 at 23:41:48 (EST) I had the same problem as the story below. I had a different resolution. Keep in mind that Verizon does not keep this money, they are responsible for billing the customer and fowarding it to a third party company. Listed on the bill is an 800 number for Integretel. Tell them that you never subscribed to the service and you want a refund of all the charges. Tell them how far back and they will credit you. I saw the credit on my next phone bill !!!!! Also you can have your number blocked so they will not bill you in the future from any company. Integretel is responsible for billing only, they do not provide any prone service themselves. I hope you get as good for a resolution as I did. In reply to: My story may not be one of thousands of dollars,and then again it might.I recently called Verizon to ask about this charge on my phone bill.I spoke to a Rep on Nov 30,00 about this charge on my bill listed as Integretel, and the same charge listed on earlier bills,but under the name of USBI. Well come to find out, I had been charged every month for like over 10 years of between $4.97- $5.14. When I askedthis Repwhat this was for she stated it was for a telephone calling card that she noticed I had never ever used! I felt really betrayed. Like they were just reaching in my pocket every month,as well as everybody else who weren't using their card as well. Now even though I just found out about this and I never used the card, Well they were just so generous about taking the charge off this current bill,but couldn't do anything about all the years I had never even usedthe calling card. To me it's the perfect example of a company taking advantage of somebody who doesn't literally go over their phone bill every month with a fine tooth comb to check for all the hidden charges etc...That's just one of my stories. Wednesday 12/27/00 11:40 pm EST

- Thursday, December 28, 2000 at 11:22:44 (EST)
Dec 21st was supposed to be my turn on date, its now dec 28th and still no word from verizon, i gave up tring to call them, i did that for 5 days straight. Let me walk you through what i've been through from day to day so far. Dec 21st- got home at 6pm from work, i was all excited! i put in the disk and got to the testing screen and whump.....no service, ok..i'll call and see whats up maybe i did something wrong..I call and 45 minutes later i'm connected to tech supposrt representative "Abu" the dude from the simpsons! This is no joke, this guy sounds just like him. Ok well its him or nothing so heres what we did. he walked me through setting up my netwprk protocols, peice of cake..i'm a test engineer for novell networking software (i know a set these up right but i humor Abu)..ok reboot..rebooted..ok nuke winpoet with the nuke utility...ok nuked...ok reboot...ok rebooting..ok can you hold please?..umm..ok.....20 minutes later...Abu answers the phone (sounds like he's chewing something, no joke)..ok reinstall the software...ok reinstalled...box comes up saying "line not active blah blah" oh...hold on "hear tap tap on keyboard" seems a profile was'nt filled out..we'll call you in 3 to 4 days...umm...ok...thanks Thanks for calling verizon "polite you're screwed message" click dec22nd- called first thing in the morning press one, press 3 enter phone number starting with area code lady answers brief description of problem can i have the phone number please? i just entered it but ok..tell her phone number clueless..dosen't no whats goin on, but says theres a work order in and gives me the number..i asked if i could get a turn on date..she does'nt know asked when they would know she'll know in 2 hours and will call me back i'm at work she'll leave a message on my answering machine you can't why not computers hooked up to it..you did'nt turn on my dsl oh call me at work ok give number thanks for calling verizon (polite you're screwed message) called back two 1/2 hours later should be on by tonite (why lie? just say you don't know!) 6pm get home no service (merry x-mas) dsl offce closed for 3 day weekend dec-26th-called first thing in the morning press one, press 3 enter phone number starting with area code lady answers brief description of problem can i have the phone number please? i just entered it but ok..tell her phone number sick of it all don't even pay attention brief description service will be on by friday (yes right) i called verizon 2 days before my original installation date to make sure everything was cool because i heard horror stories from a fellow co-worker. I considered it may have been just a one time fluke with him. i was wrong. After i read up on the internet, there are numerous sites dealing with verizon and dsl, all bad.. i hear its great once they get it up and running. Guess we'll hafta wait and see. I'll be back to repost in a week or two to let ya'll know whats goin on. i'm not excited anymore heh heh advice?...wait for cable modems. cable company dos"cable" phone service does "phone" phone service does not do "modem and phone" phone service does "phone"

- Thursday, December 28, 2000 at 10:21:32 (EST)
My story may not be one of thousands of dollars,and then again it might.I recently called Verizon to ask about this charge on my phone bill.I spoke to a Rep on Nov 30,00 about this charge on my bill listed as Integretel, and the same charge listed on earlier bills,but under the name of USBI. Well come to find out, I had been charged every month for like over 10 years of between $4.97- $5.14. When I askedthis Repwhat this was for she stated it was for a telephone calling card that she noticed I had never ever used! I felt really betrayed. Like they were just reaching in my pocket every month,as well as everybody else who weren't using their card as well. Now even though I just found out about this and I never used the card, Well they were just so generous about taking the charge off this current bill,but couldn't do anything about all the years I had never even usedthe calling card. To me it's the perfect example of a company taking advantage of somebody who doesn't literally go over their phone bill every month with a fine tooth comb to check for all the hidden charges etc...That's just one of my stories. Wednesday 12/27/00 11:40 pm EST

- Wednesday, December 27, 2000 at 23:41:48 (EST)
I was an early adopter with Bell Atlantic. Had it for 18 months with a static ip. Then I moved mid-August to the apartment next door. I live in a 2 story garden apartment building with a total of 6 apartments on both floors. I was literally moving only 10' away from my old place. I could have thrown my line into my new apartment. I call ahead of time, they tell me to call back when I actually move. I call back, they tell me it will take 6 weeks to get it installed. Me a loyal paying $49.95 per month customer for the last 18 months. So much for the appreciation of customer loyalty, it does not exist for Verizon, because I guess they figure you're stuck with them and customer loyalty is not a value in their monopolistic universe....so sad but seemingly true. They don't care, they try to bill you for services you have not actually received and charge you for the privilege of having to call back to find out what the hell is going on with your lack of service, because it is their policy not to call back the customers. You have to call them. Well I went back and forth with 5 or 6 techs over the next 4 months, getting a new modem sent to me because they were actually were now going to downgrade my service from a static ip to a dynamic one and the modem I bought from them 18 months ago was no longer any good. But no one told me that when I ordered the service...that cost another 2 weeks until they got it to me. Suffice it to say after spending over 10 hour of my life on hold I got totally fed up and told them to cancel my order. As I did so the rep in the billing department told me that I did have service because I had a link light, to which I just exasperatingly replied, "It does not work. If it does not work I do not have the service." I am totally disgusted with them and am looking for a way to dump them as my phone service as soon as I can. I am waiting for Starpower to arrive in my county or for Comcast to upgrade my area to digital cable....it is really a disgusting shame when a company cares so little about it's existing loyal base of customers. Bob S. Arlington, VA

- Wednesday, December 27, 2000 at 18:12:17 (EST)
DSL Ordered. Modem shows up 3 days later. Wow this is great. Connection is Due 2 weeks. 2 weeks pass and no DSL. Somehow they attempted to install on a number that is not mine. Ok maybe I said the number incorrectly or someone typed it wrong. They stated they would have to put in a new order to do this. Again I wait 2 weeks and no service. Again I call and they mention another totally different number. How stupid are they. They do it a third time. December 14th comes and goes no service. Whats the deal. I call again after they promised service on the 14th. The first tech I talk to states that its being installed and give it a few days. I do after all I want DSL. Again no DSL after several days so I call again. They now tell me that I am out of range and cannot receive DSL in my area? WHAT after several hours on the phone attempting to get service and after 2 months of this BS now they say I am too far to get service. Why now? Why did the put me through this. I call back again to air my frustration. This time they tell me service will be activated on January 9th and no mention of out of distance is said. Another thing is no one knows anyone over there. You ask for the people I have talked to and you will find out they either dont know them or they are a part of a different department all together. I got this from Robert Lewinski, Glenda Hopkins, Stefen Jones, and Virginia Cherry. What assholes. I cant blame the lowly tech since they arent in control of the morons who manage them but it doesnt take a rocket scientist to get a phone number correct. I dont even know why I am trying to get DSL with them 3 years ago thier news servers werent configured properly and Im sure they still arent today. I even proved that to them over the phone and 2-3 months later it still wasnt corrected. I hope the FCC and the BBB step up and do soemthing but until then I hope hackers make a statement and take Verizon off the web.

- Tuesday, December 26, 2000 at 17:00:32 (EST)
Wow. After reading this, I find I am not alone. My only regret is not knowing about this site prior to this nightmare. Being the "IT/Tech weenie" that I am, I requested DSL as soon as it became available. I qualified (7,360 ft), ordered, received my microfilters and waited for my SRD. Two days before my SRD, I recieved a confirmation email BUT the SRD was changed from 19 Oct to 26 Oct. No problem, I can wait another week. On the 26th, AFTER 6 PM I still didn't have sync. After two hours on hold, tier one told me to call back in two days. Again, no problem. In fact, the line came on the next day. BUT I still couldn't connect. I was recieving Error 629: Disconnected by Remote Computer. Well, to keep a rediculously long and irritating story short, after one and a half months of Verizon "elevator music," three trouble tickets, seventeen phone calls to tier 1, 9 calls to tier two, 2 calls to tier 3, 4 calls to various supervisors, and 15 UNANSWERED emails, I have fired Verizon. No more "land line," ISDN x 2, or cell phone x 2. Cable broadband isn't available so I went with satellite. I installed and had it running in two hours. For the telephones I went with Sprint PCS. I hope Verizon enjoys losing customers because it sounds like a common event. Good luck and stay away from Verizon. They really are pathetic.

- Wednesday, December 20, 2000 at 22:24:33 (EST)
In A nutshell, HORRIBLE !!!!! I canceled after two days of my freetrial period, which consisted of many hours on the phone with clueless support techs. The setup config using an outdated version of netscape and winpoet was laughable. After setup was complete, I was unable to logon. After yet another wait on hold, a genius there in the acct dept told me there were SIX accounts in my name ! It was at that point I decided I can no longer tolerate these A-holes. I asked for a number I could call to cancel my service. After yet more time on hold, waiting to cancel mind you, I was assured my service would be terminated and I would get return mail labels within 10 days (I bet you know where this is going). After two weeks and no labels, I sent them an e-mail thanking them for the free gift of modem, filters and nic card. I also told them I would not pay any bills sent to me. I received a response a few days later saying they needed my phone # to cancel the acct. These idiots had my phone number from my original order and my cancel request as well ! I finally got the return labels (after the free 30 day period of course). I sent their junk back and am now dealing with a noisy phone line. I called Adelphia and had a cable modem installed within 2 days, and all is good so far. Anyone in the Buffalo area, DO YOURSELF A BIG FAVOR, DO NOT ORDER VERIZON DSL !!!! It was a horrible experience, which I fear is still not over (I figure those clowns will bill me for my canceled service). I did not realize cable modems were available in my area until after I had DSL installed, otherwise, I would not have gone with Verizon in the first place. Their service and support is so horrible you would swear they are a Govt. agency ;) BEWARE ALL WHO ENTER VERIZON DSL HELL !

- Wednesday, December 20, 2000 at 19:30:48 (EST)
I have had a similar experience with Verizon DSL. From receiving the package only to find that the Winpoet software included was obsolete and needed to be downloaded from their Web site, to spending countless hours on the phone with tech support that just through out wild guesses as to the cause of the problem, after three months I gave up. It took me another six weeks to get a return number from them to send the whole mess back. One night, I spent an hour and a half on the phone with one of Verizon's techies from Virginia. We started from step 1 and went through the complete installation. After that session, he agreed that it was probably a CO problem. They opened a ticket and kicked it over the wall to the CO staff. After about three weeks, I got a response at 9 PM on a Sunday night from a Verizon rep who refused to identify himself. He said that the line was fine and that I should check to see if the drivers were loaded properly! Of course that is what the previous tech verified. I pity the average customer who is not an IT professional in the hands of these people. Although it is nice to commiserate with other mis-treated Verizon customers, I should probably be writing the FCC. Since I am still out the $114 bucks for the modem, and sign up package, it will probably come to that.

- Wednesday, December 20, 2000 at 12:24:01 (EST)
I didn't want the DSl service at first... but my brother finally talked me into it. When I ordered the service October 1, I accidently gave the sales girl the wrong address. So I never got my modem. But I called them when my service was to be activated [Nov 15th]. They apologized for the error, although it was my fault and took the installation/equipment charges off of my credit card. I received the modem and filters two days later. I plugged it right in and it seemed to be working ok. I installed the Winpoet after that, and registered for my account. I have never experienced any problems with my service and the 1 time I had to call techsupport [I forgot my password], the techie guy took 15 minutes to answer the phone, but was really helpful and gave me some suggestions on how to tweek my system. I have had service over a month now with no problems... It works great!! I can send emails out much faster now, but I dont notice the speed so much on my chat program. Those are the only two things I use the internet for... but I'm greatful for the service. I wish you guys better luck with Verizon or whatever email provider you choose. Thanks -Simon

- Tuesday, December 19, 2000 at 17:51:55 (EST)
I've had DSL service provided by Earthlink for about two months now. Everything was going fine until this weekend, when Verizon (my local phone "service" provider) knocked DSL offline in the Boston area for 2 days. Somehow, they also managed to cancel my DSL account with Earthlink without telling either Earthlink or me. They simply cut off DSL service to my phone line. I have since spent 3-4 hours (i know this isn't a lot of time compared to the days/weeks of waiting that other people have posted here)--most of it on hold--talking to about 5 different Verizon customer/tech support people who either can't or won't identify the problem. Their first response when I tell them the problem is, "Let me transfer you to..." All but one of those people also suggested that I sign up for Verizon DSL, apparently oblivious to the fact that my problem is with Verizon, not Earthlink. Earthlink finally told me that Verizon canceled my Earthlink service because another DSL service had been ordered for my phone number (why couldn't Verizon tell me this?) However, I never ordered any service but Earthlink. The only thing I can think of is that there is someone out there who ordered Verizon DSL and they screwed up his phone #, and he'll be the next person to post here. Given the
allegations that Verizon treats its DSL competitors unfairly, I was just curious if anyone else had an experience similar to this, where Verizon screws with your DSL provider and then trys to get you to sign up for Verizon DSL.

- Tuesday, December 19, 2000 at 15:13:37 (EST)
I've had similar nightmares with Verizon DSL. 3 months to install, SRD moved without notice (twice), hours on hold only to be connected to the village idiot. There is hope. If you are feel you are being "Verizoned", contact your state Public Service Commission and the Attorney General's office. In New York, those folks strike fear in the heart of Verizon. Within 1 day of filing a complaint, I had more help from Verizon than you could imagine. Still took 5 more days to get working but atleast the tech was not an oxygen thief. If enough complaints are filed the PSCs have to act.

- Friday, December 15, 2000 at 22:32:41 (EST)
im teh kid that does all the tech stuff for family and friends and recently everyone signingup for dsl and lucky us we live in NY... so problems start of corse with verizon after doing all teh work on jsut signing up the modem was recieved find installation just a few mintues.. now the bitchy part 4 outa 5 times that i have set up dsl for people the line was NEVER activatied on time wuts up with that...so this leads to another week or so jsut to do a freckin line test and turn dsl on... how hard can that be. And tech suport people are stupid all they know how to do is read off the computer screen and in real life i dont thin k they have any computer knowledge at all... cant wait for cable to come to brooklyn mike@typeraccord2000.com

- Friday, December 15, 2000 at 02:18:13 (EST)
well, we all know how bad their dsl service is. i'm no exception to the virus known as bellatlantic/verizon. i just wanted to let people know how their field service techs are. i am friends with 3 people who work for verizon. these 3 people would come to my house and play goddamn video games for hours while they were supposed to be working!!! i should have known how bad their service is. but no, i had to go and order the crap anyway. maybe verizon should keep the leash a little tighter on their employees in the field. they make it way too easy for them to goof off.

- Wednesday, December 13, 2000 at 18:20:56 (EST)
One Saturday morning, I was woken up by some woman who had reached the wrong number. I told her so in a reasonable manner (despite having been woken up) and thought that was the end of it. Five minutes later, same woman calls looking for the same number. I'm getting a little irate at this point thinking she's some sort of cretin. However, she swears she's dialling the right number. Another five minutes and she's back again. I'm no longer polite as I tell her to get a new phone, get glasses or get treatment for what must be the first symptoms of Parkinson's Disease. After I hang up, there is a blissful silence for fifteen minutes before I get another call. This time, it's the operator and she's calling the number the prior caller was looking for. She's confused. I'm confused. There's confusion all around. So she asks me to hold while she checks around. Lo and behold, some yahoo at the central office has swapped my phone number with someone else's. The operator tells me that they "accidentally let a junior engineer run loose in the central office without supervision and he's accidentally swapped the phone lines of half the neighbourhood." Brilliant!!! A wet-behind-the-ears twit yanking cable in a production facility instead of in his playpen. It takes them the whole weekend to straighten out the mess. On Monday, I get a flurry of phone calls from people who had been trying to get ahold of me over the weekend (including one from my mother wondering if I'd met with an accident; had some burglar raiding my apartment while answering my phone or had some new live-in lover that I had never mentioned in passing and who had murdered me since she denied knowing who I was.) Did I get a letter of apology from Bell Atlantic? No. Did I get any credit for the weekend? No. Oh well, par for the course. Then I worked for a company that was reselling ISDN lines for Bell Atlantic. We had BA technicians separating the two SPIDs and installing them in *TWO DIFFERENT BUILDINGS* separated by half the city and owned by two unconnected people. Somehow, they thought it was like "a regular POTS line". Lovely. Of course, the doozy was the technician who plugged his analog tester into the ISDN jack and said, "There's nothing wrong with it." Well, if there wasn't, there is *now*. It seemed the standing joke, even among BA techs, was that for a team of 50, there was only one piece of ISDN installation test equipment handy and it was doled out by raffle every morning. I wondered what the other 49 did for equipment??? Use their fingers and a bit of spittle??? Squint really, really hard in their attempts to *see* the frequencies change in the line??? Anyway, I learned my lesson well here. When I was looking for DSL, BA/Verizon was DEFINITELY not in the running as a contender in my book. No way, no how. But that didn't stop them from screwing with the final, ultimately successful installation of my local loop with four technician visits in as many weeks (not including one no-show where I waited the whole day for them without any explanation from them either) as Speakeasy/Covad rejected each install attempt as flawed or downright faulty. This doesn't count the three months with another CLEC where they pronounced that there were no free copper lines available for DSL in my building unless I went with Verizon InfoSpeed (because they line-shared). But they apparently found one for Speakeasy/Covad (who doesn't line-share either in my neighbourhood)!!! One thing I give Speakeasy/Covad: they were relentless in their application of the hot poker on my behalf and I could monitor it as it progressed on their web-based worklog. I'm not a sadist but in Verizon's case, I'll make an exception!!!

- Wednesday, December 13, 2000 at 16:17:25 (EST)
I have 2 POTS lines at home in NJ ( no DSL available) In the last year they go out somewhat alternately, and it never takes less than a month to get them fixed. Nobody at this website is a dummy, and we can tell when the problem is inside or with CPE hardware. The repair 'robots' will only tell you to check with a known good phone at the interface. One line was going dead, and Verizon was connecting incoming calls to an announcement which said my number was disconnected. All they would do was send techs to MY HOUSE: over and over again. They missed three appointments with me, because they wouldn't consider the problem to be theirs. The only way to get a call-back is to call your state Utility Office as soon as you make your first trouble report. Like you, I could go on and on. Good Luck

- Wednesday, December 13, 2000 at 00:15:33 (EST)
My email has not been functioning properly since Nov. 22nd. I have lost scores of email which I became aware of only when people began calling for things that were supposed to have been handled through the net. I have started sending myself five emails every morning for the past three weeks as a way to confirm the system is working. Not once have all five arrived at all and not once have anyone of them arrived in a timely fashion. For the past week I have been receiving email that is three or four days old. Also today I have received the same four emails three times each! I have been unable to send any email in 24 hours. These people are the worst.

- Tuesday, December 12, 2000 at 21:59:53 (EST)
Verizon should be barred to do more business!!!

- Tuesday, December 12, 2000 at 19:20:56 (EST)
I ordered DSL from Bell Atlantic. They sent the Modem and all that stuff. The install went very easy but I couldn. t make the connection. After numerous hours with their help desk, installing and reinstalling their software and my Windows drivers they finally decided to check my connection. The discovered that my account had never been set up. After another week the account was set up and everything worked fine until suddenly one day, about 2 months later it went down. By this time Bell Atlantic had turned into Verizon. I went through the help desk route and found that they were having trouble in my area (Boston). This went on for a couple of weeks with the same answer, . We are having problems in the Boston area) Finally the Boston area problems were resolved but my DSL still didn. t work. After many calls to different numbers over a period of weeks, all of which circled back to the . Help Desk. , I gave up. Then one day I got an offer in the mail to connect up to Verizon DSL. I called the number and asked if they could help. The person on the end of the line did checked and said . It looks like your account was never activated. . Huh?

- Tuesday, December 12, 2000 at 15:11:57 (EST)
I'm sitting here on hold trying to get through to customer service at Verizon so I can make a billing change on my ISDN account. 52 minutes 39 seconds and counting . . .

- Tuesday, December 12, 2000 at 13:04:43 (EST)
First let me say I've had really great experiences with DSL in Florida and I know what the service and support should be like .... Verizon is not it. When I called to setup the DSL service I was told I could use the DSL modem that I was currently using in the BellSouth area, so no modem was sent to me, only those &()*^%$ microfilters. I should have known when I saw those things that this would not be pretty. When my magical service date arrived. I had no DSL signal, I spent three days on the phone with techs and engineers before one of them said - wait a minute you can't use that modem in this area. So they shipped out a new modem which came two days later. When that modem was hooked up - no signal. Seems the brain trust at Verizon had been switching around various settings on my account trying to get the old modem to work and hadn't thought to switch them back. So I was told a ticket would be put in for an engineer but they didn't work on weekends and it was Friday so it most likely wouldn't be done till the next Monday or Tuesday. All in all it took 10 days past the activation date to get the connection to work. I know this does not compare to some of the stories here but considering that BellSouth sent a tech out to my house to split a jack and set up the service in person within 2 weeks of my order - I was a shocked at Verizon's lack of service and support. Since then it has been routinely down and/or slow and they cost is three times what I was previously paying BellSouth. This week I upgraded my system to Windows 2000. Of course their product had numerous problems with the new OS and after I spent 4 hours on the phone with techs that were clearly over their head, a supervisor (Chico) got on the line and told me he'd research it but that he worked from midnight to 8 and since he worked that late - he never called anyone back they had to call him. So at 1:00 I called him and basically he told me that he had decided it must be my network card, despite the fact that it is and has been working fine with DSL and Win 2000 BUT that he would not recommend that I get a new one because he didn't want me to feel that Verizon was telling me purchase new hardware. Two hours later his supervisor Damien (coincidence - I think not) basically told me that they had no idea what the problem was and that if I wanted to try and manually edit my registry that might help but that he could not "technically" recommend it - washed his hands of the problem and said goodbye. In the morning I called my corporate IS department and they diagnosed the problem within 30 minutes. Later when I experienced a conflict between WinPoet and SafeNet - I called to find out further information on the error I was getting and was told that that error number did not exist....still haven't heard back from them on that one. I've called Cablevision and service is expected to be up and running here in the next three months. You can bet I'll be the first to sign up.

- Tuesday, December 12, 2000 at 02:40:12 (EST)
We ordered DSL from NAS in June for our new office in Reston, Va. NAS of course had to get the wires from Verizon/BA. Verizon messed up multiple times over a period of months. We gave up and cancelled the NAS order on 30 October, and continued to struggle along with ISDN. In November, Winstar (a CLEC using fixed microwave) put an antenna on top of our building. As soon as the service was functional, we bought a 384K FDX internet connection from them. We also moved our 5 business phone lines from Verizon to Winstar as an indication of disgust.

- Monday, December 11, 2000 at 12:05:09 (EST)
We resell DSL and verizon has been the problem in every order. We are planning a formal complaint with the US DOJ antitrust division. The CLEC's are powerless to cope with Verizons antics due to red tape in the complaint process with the FCC which they are required to submit disputes to. The rest of us victims are not bound by the limits placed on the CLECS by the original breakup of AT&T. My recommendation is make formal complaints to the FCC and the DOJ. Enough complaints and the government will eventually have to cave to public pressure and deal with verizon.

- Monday, December 11, 2000 at 05:54:31 (EST)
This all sounds too familiar. I ordered the Verizon online DSL service approximately around the first of September. It's now December 9th. I've called verizon at least once a day since that time asking why it's not up. My "activation" date was supposed to be the 5th. I call tech support. they say they lost my order number. The technician guarantee's me that it will be up by next week. One question. When it is actually up and running, is it any good? The sad thing is, is that they're the only provider in the area for DSL, and there's no cable broadband available whatsoever.

- Saturday, December 09, 2000 at 04:14:32 (EST)
I have Verizon and it took 2 months before my service was working correctly. First it worked then when i would hang up my phone, i would get disconnected. THis happened for a month, after 2 techs came to my house they finally installed a specail filter which solved this problem. So finally i was ok right, wrong. My speed has gone down so much its only about 5x faster then a modem. I thought i was paying for at least 10x faster. what bull shit.

- Friday, December 08, 2000 at 22:25:57 (EST)
My horror stories are no worse than others which have already been posted. What really amazes me is Verizon's corporate attitude. I have emailed three different addresses at Verizon on three ocassions to find someone who might be interested in hearing how their service and support threatens their voice, long distance and cellular customer relationships. I have never received any response, Not even a confirmation of receipt. My theory is that Verizon makes more money by selling line access to other DSL carriers than they do on their own. They want to hook you on DSL with low pricing and are delighted when you drop the service because of poor service and go to a competitor. There can't be any other explanation for their actions. Anyone out there know what Covad, Rhythms, et. al. pay Verizon for subscriber access?

- Friday, December 08, 2000 at 18:34:04 (EST)
Nice and Short, Called BA for 8 months trying to get their professional package...was told I didn't qualify. I spoke with the engineers in charge of my area. They went as far as to come to my house and check it out themselves..Turns out I'm 7000 ft from the CO...Brand New copper....so guess what Verzon...Im Highspeed now, but not with you!!!! I'm getting 784/784 via northpoint/flashcom...Service has yet to go down(Knock on wood)...I literally wasted 7 months of my time dealing with Verizon. My advice...Go Cable!... Location: Long Island, NY - Suffolk County Verizon is a laughing stock! Hope the FCC buries them!

- Friday, December 08, 2000 at 17:22:55 (EST)
I have two stories: First one involves my regular phone line. I moved about 2 blocks down the street and wanted to have my phone transfered to the new location. Called BA and they said no problem, it will be transfer on day x. I move in on day x and the phone isn't on so I call them to see what is up. They figure it must be a line problem and will send a tech the next day. He never shows. Call again a day later(meanwhile, I've missed my cable installer because he tried to call to verify that I was home - which I was - called them back and it will be another 2 weeks before they'll come again. Thanks BA.) to see what happended to the tech and they say they'll send another one tomorrow. He doesn't show either. Call them back again and find out a few things: One, they have been sending the tech to my old address where he worked for 2 hours to find "the problem", which he never did. Two, that there never was an order to turn on the phone in the first place. The rep on the phone said hold on . . . now try it. The phone worked. Idiots. Second one involves my ISDN line. To make a long story short it was down for the three months it took me to convince them that there was a problem. They would run line tests and say its up. I would counter that it is up, but there is mucho interfence. At one point I hooked up a head set to the line and found a radio signal coming through instead of the clicking noise you should hear. The tech on the phone said that was impossible . . . idiots. Perhaps the most ironic part of all this is that I work for BA/Verizon(The non-regulated side, I have nothing to do with all of this crap).

- Friday, December 08, 2000 at 15:47:35 (EST)
Verizon should be barred from doing any more business until they can properly service existing customers. I have had the run around with Verizon for 3 straight months, and they still cannot figure out why my DSL line downloads at 10KBS a second instead of the normal 60KBS for the 640K connection. I have had to call their pathetic tech support around 12 times, each time waiting for at least 30 minutes to get a voice. Finally, I was able to speak with a Verizon line technician whom I contacted through a posting on DSL reports, and he claimed that my line was too far from the central office. So after three months of Verizon's tech support offering me their "expert" advice, having me uninstall, install, performing line tests, checking my wire, checking this, checking that, checking how quick my freaking microwave can cook a microwave dinner, they couldn't figure out what this line tech did -- they should have never sold me the service to start !!!! Way to go Verizon. Way to go. Keep doing this to your customers, and web sites like this one will keep forming, and you will be brought down because of all the lawsuits and dropped business. Read all of these posts - the horror stories. Something should be done against large companies abuse their rights to do business. I have never had a worse experience in my life than the three months of hell with so called Verizon...

- Friday, December 08, 2000 at 10:26:35 (EST)
My story starts out with Verizon contacting me about DSL service. I checked to make sure the service was what I needed like having email accounts that are pop3 and such. Then I said that I would try them out for 30 days free. The modem arrived earlier then expected and in good condition with all necessary parts. I was even surprised when the install date was about two weeks away. From all the complaints I. ve heard about delays, I was expecting months. In fact, I. ve been waiting almost a year for one provider to get me DSL and finally gave up (besides the fact that they didn. t offer pop3 email accounts). Then on Monday afternoon, the phone suddenly goes dead. I call the repair hotline. They said that their system was down so they really could not test the line but instructed me to try taking the phones offline for about 15 minutes and try again. In the meantime, he was going to get a repairperson out the next day. The next day comes and no repairperson nor is my phone working. Again, I call the repair hotline. This time they have their system up and can check the status of my phone. This person tells me that this is a new phone order and the installation person is due out on Friday. I tell the person that this is not a new phone and that I. ve been using it for years up until the phone went dead on Monday. Then they ask me if I paid my bills. I told them that I not only pay my bills on time, I pay them as soon as I get them and have never missed a payment. Then this person tells me that they will get a repairperson out the next day. The next day, Wednesday, again no repairperson and my phone is still dead. I call the hotline and this person again tells me that this NEW line is scheduled to be installed on Friday and that. s why the repairperson was called off. And, again I tell them THIS IS NOT A NEW LINE BUT AN EXISTING LINE THAT WENT DEAD! And, of course this person asks if I paid my bills and I have to go through how I always pay my bills on time and such. So, this time, I ask to speak to the supervisor. After trying a few times, this person finally gets me in and I get into a voicemail instead that tells me to leave my name and number and they will get back to me in 2 hours. Two hours later, no phone call. I call back on the hotline and explain what happened and ask why no one has called back. There. s no explanation why no one called me back but I go through again that this is NOT A NEW INSTALLATION! Here. s the twist this time, this person tells me the line has been dead for months. I asked her what I was paying for and what service I was using to make calls up until Monday. She was not willing to tell me anything and basically was just trying to get me off the phone. She would no longer answer any of my questions and began to get very rude. The only thing she would say is that I had to speak to someone in the . office. about my billing. So before I go too hot headed, I decided to just get off the line and calm down for a few hours after finally convincing her to at least put in a request to have someone come down and fix my line. A few hours later, I call again. This time I get someone else. I again go through how this is not a new line. Here. s something different through and this is where the DSL comes into the light. She asks me if I had recently ordered ADSL service. I said that someone contacted me about it and I agreed to try it. Then things began to click. The next day, Thursday, I called the billing department and they confirmed that I am in good standing. In fact, this person said my record was very clean. There wasn. t even one problem with my bills ever. Also, without me even mentioning it, she went ahead to get me some amount of credit. Then I called the repair hotline again. And again, I went through explaining that THIS IS NOT A NEW LINE and added that I called billing and that everything was in order as I had said. Then she connected me to customer care who apologized for the inconvenience and that they would get a repairperson out the next morning. The problem they said was that there was a line problem and all the requests for repair got mixed up with the request for DSL installation. Even if that was true, how do you mix up DSL installation with new line installation? That. s a screw up somewhere either with the people or the system. Also, that. s not what the other people were saying. There were two that said to me that someone disconnected me by mistake. Also, another said that my line was disconnected because I did not pay my bills. It seems to me that there. s some serious problems with communications here. And for a communications company to have communications problems within their organization is embarrassing. If this story gets to at least one of the board of directors of Verizon, this is at least one of your official warnings that there is a problem that needs addressing. I know that the board of directors are personally liable to the company. SO DO SOMETHING!!!!

- Thursday, December 07, 2000 at 23:27:17 (EST)
I work for an ISP, that services DSL, as a customer service agent. As a bit of inside knowledge, I am accustomed to dealing with the shenanigans of verizon and their underhanded techniques for hindering other ISPs from fulfilling orders for DSL. Too many times have I encountered problems that directly came from Verizons inability to take action on owning problems pertaining to that one crucial element of DSL known as the data line. The "data line" is nothing more than a good old fashioned phone line. The problem is that when that phone line has certain problems that hinder high freq data flow (such as load coils and other electronics) we have to cancel our orders because "they are much too busy to take care of problems like that in a timely manner." And then tell our prospective customers that "If they go with "Verizon," they will be taken care of ASAP. I know that this is life and that we deal with what we have to; But as a CS rep its my job to take ownership to the problems that arise reguardless of whether its Verizon stopping us up or not. The final blow comes when those customers are suckered into being unknowingly bullied into verizons web of service. So please, everyone, bear with your ISP and together we will make it through the initial portion of setup (that involves Verizon) and after which you can bask in the glow of ISPs that are aching to give you the customer service you so richly deserve. If you hear and feel what I'm saying and you're saying S*** no I wont be bullied ..... I hear that Earthlink has some good DSL deals.

- Wednesday, December 06, 2000 at 19:43:55 (EST)
I'm a recent Infospeed DSL subscriber, and I've never seen anything like this in all the years dealing with computers, or people for that matter. There are literally hourly issues. They include fluctuating (mostly on the downwards spiral) throughput rates. 7-8pm the rates drop into below-dialup digits and don't get back up there until 2-3am. The email server, which doesn't take rocket scientists to operate has been down for the 10 days I've had DSL. The news server is up and down all week, mostly down. Basic internet stuff like NS resolves takes forever. WinPoet software is buggy, painfully inadequate for a reliable connection and had to be replaced with RASPPPoE. Always-on is a joke. It's like almost on, sometimes on, never on, depending on what part of the North East you're in. Mostly it's never on. When it works, its fun, but it doesn't work for long, or well enough to give you a lot of enjoyment. I've heard people having good service for "as long as 3 weeks". What kind of nonsence is that? If I wanted 3 weeks, why did I spend all this time and money waiting for a DSL connection? I ordered in July. JU-FUKING-LY!! Can you grasp that? July-Late November waiting. And for what? I'm really, really pissed. -Female, student, NYC

- Wednesday, December 06, 2000 at 09:43:40 (EST)
My story, although not as horrific as others posted here, is similar. I recently moved to a new house and ordered the Verizon Personal DSL service BEFORE my phone line was transferred. The salesperson I spoke to said that my (new) house qualified even before the phone number existed at that location (How, I have *no* clue). So, being the 'trustful' person I am, I ordered the service. Modem was sent, date for service was sent. Wonderful. I'm thinking to myself, 'Hey, this isn't too bad!'. Then comes the whammee. I move into the new house and get my computer set up. I go to Verizon's site (just to make sure I qualified, because I was confused as to how the salesperson said I qualified even though there was no number at the house). Guess what? My line didn't qualify. So now, after being TOLD I *would* qualify, and after the modem was shipped, I didn't qualify. I called support, and they said I was too far from the CO. Needed to be within 15000-20000 feet, they said. Turns out, I am about 13000 feet from the CO (as far as DSLReports.com reports). I told them this, and the tech then said 'Well, your telephone line is old and you don't qualify for line sharing anyway.' WHAT? I lost it at that point. I'm sending their damn modem back. They can keep their clueless salespeople, arrogant techs, and poor service out of my house. -Vinny vinny_49@netzero.net

- Tuesday, December 05, 2000 at 13:39:59 (EST)
after 3 months of promises about dsl service and having to buy 2 modems when b/a shipped it incorrectly the first time and me getting stuck with the $325 dollars for the replacement i still remained optomistic. I played the the "your service will turned on tomorrow we promise game " for a month i got verizon dsl service. Ive been trying to get in touch with a tech support person who knows something so i have to tranfered to a tier 2 support agent which i have been on hold 3 time for more than an hour with knowone ever comming to help me. I still have to dial up to connect but i see the verizon commercials on tv saying no more dialup? knowone can answer why i still have to dial up. My connection is only slightly faster i feel and choppy for playing games online. After all i was expecting and all ive payed i am really let down with the service. I could go on and on but as im hold for verizon right now i need to go wait and hope an actual person picks up and can help me (doubtfull) e mail me at earthlink since my verizon e mail doesnt work properly yet verjerbil@earthlink.net

- Tuesday, December 05, 2000 at 13:17:38 (EST)
Just for fun I've called 1877 463-6300 (options 4, then 1) EVERYDAY for the past month or so, just to hear the problems of the day: "We are experiencing higher then normal call volumes" (Hmm, I wonder why?) "Some customers may be having problems signing up as a new user.." "Some customers in Vermont.." "Some customers in the New York, New Jersey.." "Some customers in the PA, Mass..." "Some customers in the xxxxxxx" ..it's different everyday.. "are (not may be) experiencing problems accessing resources on the Internet. Thankyou for choosing Verizon as your ISP" Yeah right. ...pathetic!... since I've switched to North Point, my DSL hasn't even blinked since the install date. Not even for a second. Too bad they are in financial distress -- unable to compete with these incompetant corporations. ..Laughing at Helrizon! Seeya SUCKERS. $$ DUMP VERIZON $$ Money not sending to Verizon this month: $39.99 (DSL) + $32.00 (Cell Phone) Plus I cancelled a second line! ha! ($15) I bet that would pay one of the lame "are all 3 lights on? DUH" tech support persons salaries!!

- Tuesday, December 05, 2000 at 10:01:29 (EST)
I was all set to go with Verizon, even had my modem and IP's but they will not have any free ports at the local CO for a few more weeks so I went with XO.com who depends on Covad. After this, Covad was informed by Verizon that I did not qualify for DSL at all(at least this is what Covad states). This is odd since I qualify for Verizon Platinum Plus and Verizon has even verified this. DSL is a run around no matter who you go through.

- Tuesday, December 05, 2000 at 02:04:58 (EST)
I've been experiencing recurring yet intermittent problems accessing Verizon's news server. I called this evening at 10 pm to report it and seek tech support. After waiting on hold for twenty minutes, I got a Level 1 Tech on the line. Too bad he didn't seem to understand English; I kept telling him that everything was fine EXCEPT that I was having trouble reaching the news server, and he kept saying, "So your problem is that you can't connect at all?" I finally asked to speak to someone who speaks English -- and he hung up on me. Then I called back and waited another twenty minutes and got a different Level 1 Techie. He seemed to understand what I was saying; he put me on hold for a while then came back to me and said I would have to speak to a Level 2 Techie; I said that was fine. He then said he was transferring me to the Level 2 techie -- but when he clicked off I found myself listening to music on hold. That was 35 minutes ago. I am still listening to music on hold. It is nearly 90 minutes since I first called and I still haven't even spoken to anyone who can pretend to offer any help.

- Monday, December 04, 2000 at 23:29:44 (EST)
By: Taurolyon (jcm@pce.net) September 15th, 2000: I called Verizon's DSL sales department. I was just going to ask if i was an appropriate candidate for the Professional (1.6MB/90KB) ADSL service. I signed up for the service. My setup date was October 4th. September 18th, 2000: I recieve an order conformation e-mail stating I had been setup for the Personal service (640KB/90KB). I called Verizon Sales and told them I'd been setup for the incorrect service. They stated that my service would have to be active before changing it, otherwise the setup date would be pushed forward. I waited... October 4th, 2000: I finally get the DSL modem setup and turn it on. Modem gets synced to the central office (8771 ft. away) and I run the installation CD-ROM. I setup WinPoet and Netscape (restarting after each). I attempt login, and recieved an error stating: "Error 691: Username and/or password is invalid on the domain" (plain english: I was hooked up properly at my end; I was plugged in incorrectly on the other end). I called tech support: "We've been having some errors with the users that had the setup dates on October 4th and 5th. Try it in a couple days." October 5th, 2000: I decided to attempt connection: Error 691. I let it go. I called billing to get my service changed to what I had ordered. They attempted to charge me $99 for the change in the service. I almost went balistic: "I had placed the order with sales and I had stated professional!!!! I got a conformation e-mail with personal!!" "Let me talk to my boss... HOLD" 10 min. later: "I've waived the change in the service fee, and you will have the new service active about October 26th, without disrupting your current service." October 6th, 2000: Call to Tech Support: "I'm still not active.... what's going on??" "We are currently having some internet connection problems in your area. We are working to get these problems fixed.... CLICK!" As if i wasn't dissatisfied with the service now... THEY HANG UP ON ME!! October 7th, 2000: Called tech support again. I stated I was still not active. They transfered me to Jason, a level 2 tech. He finds that I am attached to the wrong domain. (like, duh!!) He created a trouble ticket and forwarded it to the broadband team, and they would get in contact with me, soon. October 12th, 2000: Still not working..... I call to see if I have had any progress on my trouble ticket. None as of yet. October 15th, 2000 Still not working..... I call to see if I have had any progress on my trouble ticket. None as of yet. October 20th, 2000 Still not working..... I call to see if I have had any progress on my trouble ticket. None as of yet. October 26th, 2000 Still not working..... I call to see if I have had any progress on my trouble ticket. Central office checked the cross-links to my line. Central office states that everything is correct. Tech posted on my trouble ticket: NOT WORKING! October 30th, 2000 I recieve a call from a Verizon Switchboard operator. I was asked to turn on my DSL modem. I got synced. The person could not find me on the system. I stated I might be on an incorrect domain or network. I had asked a couple other related questions about the service. The operator stated that she had absolutly no idea because she didn't know anything about computers!!! November, 10th, 2000 I'm notified that I will have a technician check out my DSL line. November 18th, 2000 Technician arives at my house. Technician finds same errors as I did. Attempted re-install of DSL software and Netscape. Same Errors. The tech makes a few phone calls. Due to it being saturday, I was unable to get fixed right away. Tech. left me a (Long distance to Maryland) phone number to Chris of the Verizon Broadband Team. November 21st, 2000 7:00AM EST: I'm snowed in, and managed to call Chris during business hours. He asks me to call back about 9:00AM. 9:00AM: Chris asks me to turn on the DSL modem and get synced.. Then pull the phone line out of it to eliminate sync... Then replace the cable to restor sync... He found my cable on the switchboard to be in the wrong place. I was placed in port 3 on a 4 port card in a router system. I was supposed to be placed in port 2. He informs me the the central office is not maned 24/7 (as it should be!!!) so he cannot have my DSL running until someone is in there. He sent a trouble ticket to the central office. November 22nd, 2000 Still snowed in, and no DSL. November 24th, 2000 Chris isn't in, nor is he in all weekend. I called Tech support to get some info on the trouble ticket Chris had sent. The dumb level one tech with the arabic accent didn't know who the broadband team was!! He read the responces from the CO and stated that I was out of range for their DSL service, and the wire would not be moved. I informed them that I was synced and that I was less than 9000 ft. from the central office. November 26th, 2000 I left chris a message stating what I had found. I threatened that I would cancel service on Friday, December 1st November 27th, 2000 Chris leaves me a message stating that he would talk with his boss and get this straightened out. He was very upset over my threat; stating that he has put a lot of time and effort; and I'm not the only one without service. He stated that it would be approx. 7 to 20 days before the resistance at the central office would be pasified. (sounds almost like a military operation: I say invade the central office and move the f*cking wire, eliminating all obsticals) December 2nd, 2000 I'm leaving this posting to help save people time and prevent future headaches. OVERALL: To date I haven't had to pay verizon a cent, due to my service not being active. But if I drop the service I need to pay them $99 for the "Free" DSL modem, which you have to use for six months to be free.. WATCH FOR UPDATES

- Monday, December 04, 2000 at 20:38:44 (EST)
My DSL service has been down since 10/31 with no resolution and no resolution evidently forthcoming. I canceled the "service" on 11/27 after at least 40 hours of telephone hold time and 20 emails to technical support. Here is the time line: 10/30 Verizon informed of billing error in which my account has being billed TWICE the monthly fee for no apparent reason. 10/31 Verizon Tech arrives at my location and claims is here to install DSL at my location. I tell him DSL has been installed since 2/1999 and please not to do anything. Service ceases to work 45 minutes later. 10/31 Technical support called to attempt to re-establish DSL service. They claim they'll run a line test and re-establish service. 11/3 Service still down. Technical support call leads to a level 2 tech "Ken" claims will put in request to re-establish within 24 to 72 hours. 11/7 Service still down. 11/3 Technical support call leads to a level 2 tech "David" claims will dispatch a tech to my location. 11/8 Service still down. 11/9 Service still down. An analog techinician is dispatched. Arrives at my location an leaves shortly thereafter claiming a Digital DSL technician should have been dispatched and that he was powerless. 11/9 Call to tech support leads to a level 3 tech "Mr. Battle" promises a return call to advise of problem. He never calls back. 11/10 Service still down. 11/11 Service still down. 11/12 Service still down. 11/13 Service still down. Call to tech support leads to a person called "Eric" who looks into the matter and concludes that my service was discontinued on 10/31 as a result of the correction of the billing error. After being on hold for 3 hours, claims to call back with a resolution and never does. 11/14 Service still down. 11/15 Service still down. 11/16 Service still down. I get not from Technical support saying that I was switched from static IP to Dynamic IP and to get a new modem by calling "Customer Care" 11/17 Service still down. I'm told after a call to customer care that the new modem will be $325. 11/17 After waiting nearly 4 hour on hold, I am told a new modem has been ordered at no charge. 11/18 Service still down. Awaiting modem. 11/19 Service still down. Awaiting modem. 11/20 Service still down. Awaiting modem. Call to confirm modem delivery date, and was told that it was on its way. 11/21 Service still down. Awaiting modem. 11/22 Service still down. Awaiting modem. 11/23 Service still down. Awaiting modem. 11/24 Service still down. Awaiting modem. 11/25 Service still down. Awaiting modem. 11/26 Service still down. Awaiting modem. 11/27 Service still down. Modem still not delivered. After another 1 hour wait calling "Customer Care" inquiring about the modem, I am told that the modem has NOT been ordered and that it needs an override from a "supervisor" 11/27 Service cancelled. Enough abuse. Needless to say, I have never experienced such customer service and technical incompetence.

- Monday, December 04, 2000 at 15:22:23 (EST)
Well my story with these losers starts back from September, Back then i originally ordered the 7.1 connection, but of course because of dealing with verizon, i wasnt connected till november 15, after the third attempt that one of their no good for nothing Tech guys came to my house, after all this trouble i was connected with a 640kbps, go figure, when i called them to tell them why i have a lower connection then ordered, the idiots from tech support told me to reinstall the software, yea right like that was going to help....well an update now is 12\4\00 and they still havent boost me up to 7.1, and their answer is that they dont know and their get back to me.......Im in northern New Jersey, does anyone knows of any other dsl provider that you can recommend to me, thanks

- Monday, December 04, 2000 at 10:19:59 (EST)
If you read my letter, then you know the worst of it. However, unfortunately Verizon is the only provider of DSL service in my area, and that was the beginning of a whole new chapter. All I'm going to say is this. Try calling their DSL customer service and direct yourself to technical support. I guarantee that you'll hear some message like this "...some Verizon customers may be experiencing difficulty accessing resources on the internet at this time...". Everyday it's a different portion of their area that's experiencing difficulty too. That's no exaggeration either...everyday. To add insult to injury, see how long it takes you to get a customer service rep. You'll be lucky if it's less than 15 minutes. marcus@bellatlanticpathetic.com

- Sunday, December 03, 2000 at 14:16:52 (EST)
Reply to: Wednesday, December 27, 2000 at 23:41:48 (EST) I had the same problem as the story below. I had a different resolution. Keep in mind that Verizon does not keep this money, they are responsible for billing the customer and fowarding it to a third party company. Listed on the bill is an 800 number for Integretel. Tell them that you never subscribed to the service and you want a refund of all the charges. Tell them how far back and they will credit you. I saw the credit on my next phone bill !!!!! Also you can have your number blocked so they will not bill you in the future from any company. Integretel is responsible for billing only, they do not provide any prone service themselves. I hope you get as good for a resolution as I did. In reply to: My story may not be one of thousands of dollars,and then again it might.I recently called Verizon to ask about this charge on my phone bill.I spoke to a Rep on Nov 30,00 about this charge on my bill listed as Integretel, and the same charge listed on earlier bills,but under the name of USBI. Well come to find out, I had been charged every month for like over 10 years of between $4.97- $5.14. When I askedthis Repwhat this was for she stated it was for a telephone calling card that she noticed I had never ever used! I felt really betrayed. Like they were just reaching in my pocket every month,as well as everybody else who weren't using their card as well. Now even though I just found out about this and I never used the card, Well they were just so generous about taking the charge off this current bill,but couldn't do anything about all the years I had never even usedthe calling card. To me it's the perfect example of a company taking advantage of somebody who doesn't literally go over their phone bill every month with a fine tooth comb to check for all the hidden charges etc...That's just one of my stories. Wednesday 12/27/00 11:40 pm EST

- Thursday, December 28, 2000 at 11:22:44 (EST)
Dec 21st was supposed to be my turn on date, its now dec 28th and still no word from verizon, i gave up tring to call them, i did that for 5 days straight. Let me walk you through what i've been through from day to day so far. Dec 21st- got home at 6pm from work, i was all excited! i put in the disk and got to the testing screen and whump.....no service, ok..i'll call and see whats up maybe i did something wrong..I call and 45 minutes later i'm connected to tech supposrt representative "Abu" the dude from the simpsons! This is no joke, this guy sounds just like him. Ok well its him or nothing so heres what we did. he walked me through setting up my netwprk protocols, peice of cake..i'm a test engineer for novell networking software (i know a set these up right but i humor Abu)..ok reboot..rebooted..ok nuke winpoet with the nuke utility...ok nuked...ok reboot...ok rebooting..ok can you hold please?..umm..ok.....20 minutes later...Abu answers the phone (sounds like he's chewing something, no joke)..ok reinstall the software...ok reinstalled...box comes up saying "line not active blah blah" oh...hold on "hear tap tap on keyboard" seems a profile was'nt filled out..we'll call you in 3 to 4 days...umm...ok...thanks Thanks for calling verizon "polite you're screwed message" click dec22nd- called first thing in the morning press one, press 3 enter phone number starting with area code lady answers brief description of problem can i have the phone number please? i just entered it but ok..tell her phone number clueless..dosen't no whats goin on, but says theres a work order in and gives me the number..i asked if i could get a turn on date..she does'nt know asked when they would know she'll know in 2 hours and will call me back i'm at work she'll leave a message on my answering machine you can't why not computers hooked up to it..you did'nt turn on my dsl oh call me at work ok give number thanks for calling verizon (polite you're screwed message) called back two 1/2 hours later should be on by tonite (why lie? just say you don't know!) 6pm get home no service (merry x-mas) dsl offce closed for 3 day weekend dec-26th-called first thing in the morning press one, press 3 enter phone number starting with area code lady answers brief description of problem can i have the phone number please? i just entered it but ok..tell her phone number sick of it all don't even pay attention brief description service will be on by friday (yes right) i called verizon 2 days before my original installation date to make sure everything was cool because i heard horror stories from a fellow co-worker. I considered it may have been just a one time fluke with him. i was wrong. After i read up on the internet, there are numerous sites dealing with verizon and dsl, all bad.. i hear its great once they get it up and running. Guess we'll hafta wait and see. I'll be back to repost in a week or two to let ya'll know whats goin on. i'm not excited anymore heh heh advice?...wait for cable modems. cable company dos"cable" phone service does "phone" phone service does not do "modem and phone" phone service does "phone"

- Thursday, December 28, 2000 at 10:21:32 (EST)
My story may not be one of thousands of dollars,and then again it might.I recently called Verizon to ask about this charge on my phone bill.I spoke to a Rep on Nov 30,00 about this charge on my bill listed as Integretel, and the same charge listed on earlier bills,but under the name of USBI. Well come to find out, I had been charged every month for like over 10 years of between $4.97- $5.14. When I askedthis Repwhat this was for she stated it was for a telephone calling card that she noticed I had never ever used! I felt really betrayed. Like they were just reaching in my pocket every month,as well as everybody else who weren't using their card as well. Now even though I just found out about this and I never used the card, Well they were just so generous about taking the charge off this current bill,but couldn't do anything about all the years I had never even usedthe calling card. To me it's the perfect example of a company taking advantage of somebody who doesn't literally go over their phone bill every month with a fine tooth comb to check for all the hidden charges etc...That's just one of my stories. Wednesday 12/27/00 11:40 pm EST

- Wednesday, December 27, 2000 at 23:41:48 (EST)
I was an early adopter with Bell Atlantic. Had it for 18 months with a static ip. Then I moved mid-August to the apartment next door. I live in a 2 story garden apartment building with a total of 6 apartments on both floors. I was literally moving only 10' away from my old place. I could have thrown my line into my new apartment. I call ahead of time, they tell me to call back when I actually move. I call back, they tell me it will take 6 weeks to get it installed. Me a loyal paying $49.95 per month customer for the last 18 months. So much for the appreciation of customer loyalty, it does not exist for Verizon, because I guess they figure you're stuck with them and customer loyalty is not a value in their monopolistic universe....so sad but seemingly true. They don't care, they try to bill you for services you have not actually received and charge you for the privilege of having to call back to find out what the hell is going on with your lack of service, because it is their policy not to call back the customers. You have to call them. Well I went back and forth with 5 or 6 techs over the next 4 months, getting a new modem sent to me because they were actually were now going to downgrade my service from a static ip to a dynamic one and the modem I bought from them 18 months ago was no longer any good. But no one told me that when I ordered the service...that cost another 2 weeks until they got it to me. Suffice it to say after spending over 10 hour of my life on hold I got totally fed up and told them to cancel my order. As I did so the rep in the billing department told me that I did have service because I had a link light, to which I just exasperatingly replied, "It does not work. If it does not work I do not have the service." I am totally disgusted with them and am looking for a way to dump them as my phone service as soon as I can. I am waiting for Starpower to arrive in my county or for Comcast to upgrade my area to digital cable....it is really a disgusting shame when a company cares so little about it's existing loyal base of customers. Bob S. Arlington, VA

- Wednesday, December 27, 2000 at 18:12:17 (EST)
DSL Ordered. Modem shows up 3 days later. Wow this is great. Connection is Due 2 weeks. 2 weeks pass and no DSL. Somehow they attempted to install on a number that is not mine. Ok maybe I said the number incorrectly or someone typed it wrong. They stated they would have to put in a new order to do this. Again I wait 2 weeks and no service. Again I call and they mention another totally different number. How stupid are they. They do it a third time. December 14th comes and goes no service. Whats the deal. I call again after they promised service on the 14th. The first tech I talk to states that its being installed and give it a few days. I do after all I want DSL. Again no DSL after several days so I call again. They now tell me that I am out of range and cannot receive DSL in my area? WHAT after several hours on the phone attempting to get service and after 2 months of this BS now they say I am too far to get service. Why now? Why did the put me through this. I call back again to air my frustration. This time they tell me service will be activated on January 9th and no mention of out of distance is said. Another thing is no one knows anyone over there. You ask for the people I have talked to and you will find out they either dont know them or they are a part of a different department all together. I got this from Robert Lewinski, Glenda Hopkins, Stefen Jones, and Virginia Cherry. What assholes. I cant blame the lowly tech since they arent in control of the morons who manage them but it doesnt take a rocket scientist to get a phone number correct. I dont even know why I am trying to get DSL with them 3 years ago thier news servers werent configured properly and Im sure they still arent today. I even proved that to them over the phone and 2-3 months later it still wasnt corrected. I hope the FCC and the BBB step up and do soemthing but until then I hope hackers make a statement and take Verizon off the web.

- Tuesday, December 26, 2000 at 17:00:32 (EST)
Wow. After reading this, I find I am not alone. My only regret is not knowing about this site prior to this nightmare. Being the "IT/Tech weenie" that I am, I requested DSL as soon as it became available. I qualified (7,360 ft), ordered, received my microfilters and waited for my SRD. Two days before my SRD, I recieved a confirmation email BUT the SRD was changed from 19 Oct to 26 Oct. No problem, I can wait another week. On the 26th, AFTER 6 PM I still didn't have sync. After two hours on hold, tier one told me to call back in two days. Again, no problem. In fact, the line came on the next day. BUT I still couldn't connect. I was recieving Error 629: Disconnected by Remote Computer. Well, to keep a rediculously long and irritating story short, after one and a half months of Verizon "elevator music," three trouble tickets, seventeen phone calls to tier 1, 9 calls to tier two, 2 calls to tier 3, 4 calls to various supervisors, and 15 UNANSWERED emails, I have fired Verizon. No more "land line," ISDN x 2, or cell phone x 2. Cable broadband isn't available so I went with satellite. I installed and had it running in two hours. For the telephones I went with Sprint PCS. I hope Verizon enjoys losing customers because it sounds like a common event. Good luck and stay away from Verizon. They really are pathetic.

- Wednesday, December 20, 2000 at 22:24:33 (EST)
In A nutshell, HORRIBLE !!!!! I canceled after two days of my freetrial period, which consisted of many hours on the phone with clueless support techs. The setup config using an outdated version of netscape and winpoet was laughable. After setup was complete, I was unable to logon. After yet another wait on hold, a genius there in the acct dept told me there were SIX accounts in my name ! It was at that point I decided I can no longer tolerate these A-holes. I asked for a number I could call to cancel my service. After yet more time on hold, waiting to cancel mind you, I was assured my service would be terminated and I would get return mail labels within 10 days (I bet you know where this is going). After two weeks and no labels, I sent them an e-mail thanking them for the free gift of modem, filters and nic card. I also told them I would not pay any bills sent to me. I received a response a few days later saying they needed my phone # to cancel the acct. These idiots had my phone number from my original order and my cancel request as well ! I finally got the return labels (after the free 30 day period of course). I sent their junk back and am now dealing with a noisy phone line. I called Adelphia and had a cable modem installed within 2 days, and all is good so far. Anyone in the Buffalo area, DO YOURSELF A BIG FAVOR, DO NOT ORDER VERIZON DSL !!!! It was a horrible experience, which I fear is still not over (I figure those clowns will bill me for my canceled service). I did not realize cable modems were available in my area until after I had DSL installed, otherwise, I would not have gone with Verizon in the first place. Their service and support is so horrible you would swear they are a Govt. agency ;) BEWARE ALL WHO ENTER VERIZON DSL HELL !

- Wednesday, December 20, 2000 at 19:30:48 (EST)
I have had a similar experience with Verizon DSL. From receiving the package only to find that the Winpoet software included was obsolete and needed to be downloaded from their Web site, to spending countless hours on the phone with tech support that just through out wild guesses as to the cause of the problem, after three months I gave up. It took me another six weeks to get a return number from them to send the whole mess back. One night, I spent an hour and a half on the phone with one of Verizon's techies from Virginia. We started from step 1 and went through the complete installation. After that session, he agreed that it was probably a CO problem. They opened a ticket and kicked it over the wall to the CO staff. After about three weeks, I got a response at 9 PM on a Sunday night from a Verizon rep who refused to identify himself. He said that the line was fine and that I should check to see if the drivers were loaded properly! Of course that is what the previous tech verified. I pity the average customer who is not an IT professional in the hands of these people. Although it is nice to commiserate with other mis-treated Verizon customers, I should probably be writing the FCC. Since I am still out the $114 bucks for the modem, and sign up package, it will probably come to that.

- Wednesday, December 20, 2000 at 12:24:01 (EST)
I didn't want the DSl service at first... but my brother finally talked me into it. When I ordered the service October 1, I accidently gave the sales girl the wrong address. So I never got my modem. But I called them when my service was to be activated [Nov 15th]. They apologized for the error, although it was my fault and took the installation/equipment charges off of my credit card. I received the modem and filters two days later. I plugged it right in and it seemed to be working ok. I installed the Winpoet after that, and registered for my account. I have never experienced any problems with my service and the 1 time I had to call techsupport [I forgot my password], the techie guy took 15 minutes to answer the phone, but was really helpful and gave me some suggestions on how to tweek my system. I have had service over a month now with no problems... It works great!! I can send emails out much faster now, but I dont notice the speed so much on my chat program. Those are the only two things I use the internet for... but I'm greatful for the service. I wish you guys better luck with Verizon or whatever email provider you choose. Thanks -Simon

- Tuesday, December 19, 2000 at 17:51:55 (EST)
I've had DSL service provided by Earthlink for about two months now. Everything was going fine until this weekend, when Verizon (my local phone "service" provider) knocked DSL offline in the Boston area for 2 days. Somehow, they also managed to cancel my DSL account with Earthlink without telling either Earthlink or me. They simply cut off DSL service to my phone line. I have since spent 3-4 hours (i know this isn't a lot of time compared to the days/weeks of waiting that other people have posted here)--most of it on hold--talking to about 5 different Verizon customer/tech support people who either can't or won't identify the problem. Their first response when I tell them the problem is, "Let me transfer you to..." All but one of those people also suggested that I sign up for Verizon DSL, apparently oblivious to the fact that my problem is with Verizon, not Earthlink. Earthlink finally told me that Verizon canceled my Earthlink service because another DSL service had been ordered for my phone number (why couldn't Verizon tell me this?) However, I never ordered any service but Earthlink. The only thing I can think of is that there is someone out there who ordered Verizon DSL and they screwed up his phone #, and he'll be the next person to post here. Given the
allegations that Verizon treats its DSL competitors unfairly, I was just curious if anyone else had an experience similar to this, where Verizon screws with your DSL provider and then trys to get you to sign up for Verizon DSL.

- Tuesday, December 19, 2000 at 15:13:37 (EST)
I've had similar nightmares with Verizon DSL. 3 months to install, SRD moved without notice (twice), hours on hold only to be connected to the village idiot. There is hope. If you are feel you are being "Verizoned", contact your state Public Service Commission and the Attorney General's office. In New York, those folks strike fear in the heart of Verizon. Within 1 day of filing a complaint, I had more help from Verizon than you could imagine. Still took 5 more days to get working but atleast the tech was not an oxygen thief. If enough complaints are filed the PSCs have to act.

- Friday, December 15, 2000 at 22:32:41 (EST)
im teh kid that does all the tech stuff for family and friends and recently everyone signingup for dsl and lucky us we live in NY... so problems start of corse with verizon after doing all teh work on jsut signing up the modem was recieved find installation just a few mintues.. now the bitchy part 4 outa 5 times that i have set up dsl for people the line was NEVER activatied on time wuts up with that...so this leads to another week or so jsut to do a freckin line test and turn dsl on... how hard can that be. And tech suport people are stupid all they know how to do is read off the computer screen and in real life i dont thin k they have any computer knowledge at all... cant wait for cable to come to brooklyn mike@typeraccord2000.com

- Friday, December 15, 2000 at 02:18:13 (EST)
well, we all know how bad their dsl service is. i'm no exception to the virus known as bellatlantic/verizon. i just wanted to let people know how their field service techs are. i am friends with 3 people who work for verizon. these 3 people would come to my house and play goddamn video games for hours while they were supposed to be working!!! i should have known how bad their service is. but no, i had to go and order the crap anyway. maybe verizon should keep the leash a little tighter on their employees in the field. they make it way too easy for them to goof off.

- Wednesday, December 13, 2000 at 18:20:56 (EST)
One Saturday morning, I was woken up by some woman who had reached the wrong number. I told her so in a reasonable manner (despite having been woken up) and thought that was the end of it. Five minutes later, same woman calls looking for the same number. I'm getting a little irate at this point thinking she's some sort of cretin. However, she swears she's dialling the right number. Another five minutes and she's back again. I'm no longer polite as I tell her to get a new phone, get glasses or get treatment for what must be the first symptoms of Parkinson's Disease. After I hang up, there is a blissful silence for fifteen minutes before I get another call. This time, it's the operator and she's calling the number the prior caller was looking for. She's confused. I'm confused. There's confusion all around. So she asks me to hold while she checks around. Lo and behold, some yahoo at the central office has swapped my phone number with someone else's. The operator tells me that they "accidentally let a junior engineer run loose in the central office without supervision and he's accidentally swapped the phone lines of half the neighbourhood." Brilliant!!! A wet-behind-the-ears twit yanking cable in a production facility instead of in his playpen. It takes them the whole weekend to straighten out the mess. On Monday, I get a flurry of phone calls from people who had been trying to get ahold of me over the weekend (including one from my mother wondering if I'd met with an accident; had some burglar raiding my apartment while answering my phone or had some new live-in lover that I had never mentioned in passing and who had murdered me since she denied knowing who I was.) Did I get a letter of apology from Bell Atlantic? No. Did I get any credit for the weekend? No. Oh well, par for the course. Then I worked for a company that was reselling ISDN lines for Bell Atlantic. We had BA technicians separating the two SPIDs and installing them in *TWO DIFFERENT BUILDINGS* separated by half the city and owned by two unconnected people. Somehow, they thought it was like "a regular POTS line". Lovely. Of course, the doozy was the technician who plugged his analog tester into the ISDN jack and said, "There's nothing wrong with it." Well, if there wasn't, there is *now*. It seemed the standing joke, even among BA techs, was that for a team of 50, there was only one piece of ISDN installation test equipment handy and it was doled out by raffle every morning. I wondered what the other 49 did for equipment??? Use their fingers and a bit of spittle??? Squint really, really hard in their attempts to *see* the frequencies change in the line??? Anyway, I learned my lesson well here. When I was looking for DSL, BA/Verizon was DEFINITELY not in the running as a contender in my book. No way, no how. But that didn't stop them from screwing with the final, ultimately successful installation of my local loop with four technician visits in as many weeks (not including one no-show where I waited the whole day for them without any explanation from them either) as Speakeasy/Covad rejected each install attempt as flawed or downright faulty. This doesn't count the three months with another CLEC where they pronounced that there were no free copper lines available for DSL in my building unless I went with Verizon InfoSpeed (because they line-shared). But they apparently found one for Speakeasy/Covad (who doesn't line-share either in my neighbourhood)!!! One thing I give Speakeasy/Covad: they were relentless in their application of the hot poker on my behalf and I could monitor it as it progressed on their web-based worklog. I'm not a sadist but in Verizon's case, I'll make an exception!!!

- Wednesday, December 13, 2000 at 16:17:25 (EST)
I have 2 POTS lines at home in NJ ( no DSL available) In the last year they go out somewhat alternately, and it never takes less than a month to get them fixed. Nobody at this website is a dummy, and we can tell when the problem is inside or with CPE hardware. The repair 'robots' will only tell you to check with a known good phone at the interface. One line was going dead, and Verizon was connecting incoming calls to an announcement which said my number was disconnected. All they would do was send techs to MY HOUSE: over and over again. They missed three appointments with me, because they wouldn't consider the problem to be theirs. The only way to get a call-back is to call your state Utility Office as soon as you make your first trouble report. Like you, I could go on and on. Good Luck

- Wednesday, December 13, 2000 at 00:15:33 (EST)
My email has not been functioning properly since Nov. 22nd. I have lost scores of email which I became aware of only when people began calling for things that were supposed to have been handled through the net. I have started sending myself five emails every morning for the past three weeks as a way to confirm the system is working. Not once have all five arrived at all and not once have anyone of them arrived in a timely fashion. For the past week I have been receiving email that is three or four days old. Also today I have received the same four emails three times each! I have been unable to send any email in 24 hours. These people are the worst.

- Tuesday, December 12, 2000 at 21:59:53 (EST)
Verizon should be barred to do more business!!!

- Tuesday, December 12, 2000 at 19:20:56 (EST)
I ordered DSL from Bell Atlantic. They sent the Modem and all that stuff. The install went very easy but I couldn. t make the connection. After numerous hours with their help desk, installing and reinstalling their software and my Windows drivers they finally decided to check my connection. The discovered that my account had never been set up. After another week the account was set up and everything worked fine until suddenly one day, about 2 months later it went down. By this time Bell Atlantic had turned into Verizon. I went through the help desk route and found that they were having trouble in my area (Boston). This went on for a couple of weeks with the same answer, . We are having problems in the Boston area) Finally the Boston area problems were resolved but my DSL still didn. t work. After many calls to different numbers over a period of weeks, all of which circled back to the . Help Desk. , I gave up. Then one day I got an offer in the mail to connect up to Verizon DSL. I called the number and asked if they could help. The person on the end of the line did checked and said . It looks like your account was never activated. . Huh?

- Tuesday, December 12, 2000 at 15:11:57 (EST)
I'm sitting here on hold trying to get through to customer service at Verizon so I can make a billing change on my ISDN account. 52 minutes 39 seconds and counting . . .

- Tuesday, December 12, 2000 at 13:04:43 (EST)
First let me say I've had really great experiences with DSL in Florida and I know what the service and support should be like .... Verizon is not it. When I called to setup the DSL service I was told I could use the DSL modem that I was currently using in the BellSouth area, so no modem was sent to me, only those &()*^%$ microfilters. I should have known when I saw those things that this would not be pretty. When my magical service date arrived. I had no DSL signal, I spent three days on the phone with techs and engineers before one of them said - wait a minute you can't use that modem in this area. So they shipped out a new modem which came two days later. When that modem was hooked up - no signal. Seems the brain trust at Verizon had been switching around various settings on my account trying to get the old modem to work and hadn't thought to switch them back. So I was told a ticket would be put in for an engineer but they didn't work on weekends and it was Friday so it most likely wouldn't be done till the next Monday or Tuesday. All in all it took 10 days past the activation date to get the connection to work. I know this does not compare to some of the stories here but considering that BellSouth sent a tech out to my house to split a jack and set up the service in person within 2 weeks of my order - I was a shocked at Verizon's lack of service and support. Since then it has been routinely down and/or slow and they cost is three times what I was previously paying BellSouth. This week I upgraded my system to Windows 2000. Of course their product had numerous problems with the new OS and after I spent 4 hours on the phone with techs that were clearly over their head, a supervisor (Chico) got on the line and told me he'd research it but that he worked from midnight to 8 and since he worked that late - he never called anyone back they had to call him. So at 1:00 I called him and basically he told me that he had decided it must be my network card, despite the fact that it is and has been working fine with DSL and Win 2000 BUT that he would not recommend that I get a new one because he didn't want me to feel that Verizon was telling me purchase new hardware. Two hours later his supervisor Damien (coincidence - I think not) basically told me that they had no idea what the problem was and that if I wanted to try and manually edit my registry that might help but that he could not "technically" recommend it - washed his hands of the problem and said goodbye. In the morning I called my corporate IS department and they diagnosed the problem within 30 minutes. Later when I experienced a conflict between WinPoet and SafeNet - I called to find out further information on the error I was getting and was told that that error number did not exist....still haven't heard back from them on that one. I've called Cablevision and service is expected to be up and running here in the next three months. You can bet I'll be the first to sign up.

- Tuesday, December 12, 2000 at 02:40:12 (EST)
We ordered DSL from NAS in June for our new office in Reston, Va. NAS of course had to get the wires from Verizon/BA. Verizon messed up multiple times over a period of months. We gave up and cancelled the NAS order on 30 October, and continued to struggle along with ISDN. In November, Winstar (a CLEC using fixed microwave) put an antenna on top of our building. As soon as the service was functional, we bought a 384K FDX internet connection from them. We also moved our 5 business phone lines from Verizon to Winstar as an indication of disgust.

- Monday, December 11, 2000 at 12:05:09 (EST)
We resell DSL and verizon has been the problem in every order. We are planning a formal complaint with the US DOJ antitrust division. The CLEC's are powerless to cope with Verizons antics due to red tape in the complaint process with the FCC which they are required to submit disputes to. The rest of us victims are not bound by the limits placed on the CLECS by the original breakup of AT&T. My recommendation is make formal complaints to the FCC and the DOJ. Enough complaints and the government will eventually have to cave to public pressure and deal with verizon.

- Monday, December 11, 2000 at 05:54:31 (EST)
This all sounds too familiar. I ordered the Verizon online DSL service approximately around the first of September. It's now December 9th. I've called verizon at least once a day since that time asking why it's not up. My "activation" date was supposed to be the 5th. I call tech support. they say they lost my order number. The technician guarantee's me that it will be up by next week. One question. When it is actually up and running, is it any good? The sad thing is, is that they're the only provider in the area for DSL, and there's no cable broadband available whatsoever.

- Saturday, December 09, 2000 at 04:14:32 (EST)
I have Verizon and it took 2 months before my service was working correctly. First it worked then when i would hang up my phone, i would get disconnected. THis happened for a month, after 2 techs came to my house they finally installed a specail filter which solved this problem. So finally i was ok right, wrong. My speed has gone down so much its only about 5x faster then a modem. I thought i was paying for at least 10x faster. what bull shit.

- Friday, December 08, 2000 at 22:25:57 (EST)
My horror stories are no worse than others which have already been posted. What really amazes me is Verizon's corporate attitude. I have emailed three different addresses at Verizon on three ocassions to find someone who might be interested in hearing how their service and support threatens their voice, long distance and cellular customer relationships. I have never received any response, Not even a confirmation of receipt. My theory is that Verizon makes more money by selling line access to other DSL carriers than they do on their own. They want to hook you on DSL with low pricing and are delighted when you drop the service because of poor service and go to a competitor. There can't be any other explanation for their actions. Anyone out there know what Covad, Rhythms, et. al. pay Verizon for subscriber access?

- Friday, December 08, 2000 at 18:34:04 (EST)
Nice and Short, Called BA for 8 months trying to get their professional package...was told I didn't qualify. I spoke with the engineers in charge of my area. They went as far as to come to my house and check it out themselves..Turns out I'm 7000 ft from the CO...Brand New copper....so guess what Verzon...Im Highspeed now, but not with you!!!! I'm getting 784/784 via northpoint/flashcom...Service has yet to go down(Knock on wood)...I literally wasted 7 months of my time dealing with Verizon. My advice...Go Cable!... Location: Long Island, NY - Suffolk County Verizon is a laughing stock! Hope the FCC buries them!

- Friday, December 08, 2000 at 17:22:55 (EST)
I have two stories: First one involves my regular phone line. I moved about 2 blocks down the street and wanted to have my phone transfered to the new location. Called BA and they said no problem, it will be transfer on day x. I move in on day x and the phone isn't on so I call them to see what is up. They figure it must be a line problem and will send a tech the next day. He never shows. Call again a day later(meanwhile, I've missed my cable installer because he tried to call to verify that I was home - which I was - called them back and it will be another 2 weeks before they'll come again. Thanks BA.) to see what happended to the tech and they say they'll send another one tomorrow. He doesn't show either. Call them back again and find out a few things: One, they have been sending the tech to my old address where he worked for 2 hours to find "the problem", which he never did. Two, that there never was an order to turn on the phone in the first place. The rep on the phone said hold on . . . now try it. The phone worked. Idiots. Second one involves my ISDN line. To make a long story short it was down for the three months it took me to convince them that there was a problem. They would run line tests and say its up. I would counter that it is up, but there is mucho interfence. At one point I hooked up a head set to the line and found a radio signal coming through instead of the clicking noise you should hear. The tech on the phone said that was impossible . . . idiots. Perhaps the most ironic part of all this is that I work for BA/Verizon(The non-regulated side, I have nothing to do with all of this crap).

- Friday, December 08, 2000 at 15:47:35 (EST)
Verizon should be barred from doing any more business until they can properly service existing customers. I have had the run around with Verizon for 3 straight months, and they still cannot figure out why my DSL line downloads at 10KBS a second instead of the normal 60KBS for the 640K connection. I have had to call their pathetic tech support around 12 times, each time waiting for at least 30 minutes to get a voice. Finally, I was able to speak with a Verizon line technician whom I contacted through a posting on DSL reports, and he claimed that my line was too far from the central office. So after three months of Verizon's tech support offering me their "expert" advice, having me uninstall, install, performing line tests, checking my wire, checking this, checking that, checking how quick my freaking microwave can cook a microwave dinner, they couldn't figure out what this line tech did -- they should have never sold me the service to start !!!! Way to go Verizon. Way to go. Keep doing this to your customers, and web sites like this one will keep forming, and you will be brought down because of all the lawsuits and dropped business. Read all of these posts - the horror stories. Something should be done against large companies abuse their rights to do business. I have never had a worse experience in my life than the three months of hell with so called Verizon...

- Friday, December 08, 2000 at 10:26:35 (EST)
My story starts out with Verizon contacting me about DSL service. I checked to make sure the service was what I needed like having email accounts that are pop3 and such. Then I said that I would try them out for 30 days free. The modem arrived earlier then expected and in good condition with all necessary parts. I was even surprised when the install date was about two weeks away. From all the complaints I. ve heard about delays, I was expecting months. In fact, I. ve been waiting almost a year for one provider to get me DSL and finally gave up (besides the fact that they didn. t offer pop3 email accounts). Then on Monday afternoon, the phone suddenly goes dead. I call the repair hotline. They said that their system was down so they really could not test the line but instructed me to try taking the phones offline for about 15 minutes and try again. In the meantime, he was going to get a repairperson out the next day. The next day comes and no repairperson nor is my phone working. Again, I call the repair hotline. This time they have their system up and can check the status of my phone. This person tells me that this is a new phone order and the installation person is due out on Friday. I tell the person that this is not a new phone and that I. ve been using it for years up until the phone went dead on Monday. Then they ask me if I paid my bills. I told them that I not only pay my bills on time, I pay them as soon as I get them and have never missed a payment. Then this person tells me that they will get a repairperson out the next day. The next day, Wednesday, again no repairperson and my phone is still dead. I call the hotline and this person again tells me that this NEW line is scheduled to be installed on Friday and that. s why the repairperson was called off. And, again I tell them THIS IS NOT A NEW LINE BUT AN EXISTING LINE THAT WENT DEAD! And, of course this person asks if I paid my bills and I have to go through how I always pay my bills on time and such. So, this time, I ask to speak to the supervisor. After trying a few times, this person finally gets me in and I get into a voicemail instead that tells me to leave my name and number and they will get back to me in 2 hours. Two hours later, no phone call. I call back on the hotline and explain what happened and ask why no one has called back. There. s no explanation why no one called me back but I go through again that this is NOT A NEW INSTALLATION! Here. s the twist this time, this person tells me the line has been dead for months. I asked her what I was paying for and what service I was using to make calls up until Monday. She was not willing to tell me anything and basically was just trying to get me off the phone. She would no longer answer any of my questions and began to get very rude. The only thing she would say is that I had to speak to someone in the . office. about my billing. So before I go too hot headed, I decided to just get off the line and calm down for a few hours after finally convincing her to at least put in a request to have someone come down and fix my line. A few hours later, I call again. This time I get someone else. I again go through how this is not a new line. Here. s something different through and this is where the DSL comes into the light. She asks me if I had recently ordered ADSL service. I said that someone contacted me about it and I agreed to try it. Then things began to click. The next day, Thursday, I called the billing department and they confirmed that I am in good standing. In fact, this person said my record was very clean. There wasn. t even one problem with my bills ever. Also, without me even mentioning it, she went ahead to get me some amount of credit. Then I called the repair hotline again. And again, I went through explaining that THIS IS NOT A NEW LINE and added that I called billing and that everything was in order as I had said. Then she connected me to customer care who apologized for the inconvenience and that they would get a repairperson out the next morning. The problem they said was that there was a line problem and all the requests for repair got mixed up with the request for DSL installation. Even if that was true, how do you mix up DSL installation with new line installation? That. s a screw up somewhere either with the people or the system. Also, that. s not what the other people were saying. There were two that said to me that someone disconnected me by mistake. Also, another said that my line was disconnected because I did not pay my bills. It seems to me that there. s some serious problems with communications here. And for a communications company to have communications problems within their organization is embarrassing. If this story gets to at least one of the board of directors of Verizon, this is at least one of your official warnings that there is a problem that needs addressing. I know that the board of directors are personally liable to the company. SO DO SOMETHING!!!!

- Thursday, December 07, 2000 at 23:27:17 (EST)
I work for an ISP, that services DSL, as a customer service agent. As a bit of inside knowledge, I am accustomed to dealing with the shenanigans of verizon and their underhanded techniques for hindering other ISPs from fulfilling orders for DSL. Too many times have I encountered problems that directly came from Verizons inability to take action on owning problems pertaining to that one crucial element of DSL known as the data line. The "data line" is nothing more than a good old fashioned phone line. The problem is that when that phone line has certain problems that hinder high freq data flow (such as load coils and other electronics) we have to cancel our orders because "they are much too busy to take care of problems like that in a timely manner." And then tell our prospective customers that "If they go with "Verizon," they will be taken care of ASAP. I know that this is life and that we deal with what we have to; But as a CS rep its my job to take ownership to the problems that arise reguardless of whether its Verizon stopping us up or not. The final blow comes when those customers are suckered into being unknowingly bullied into verizons web of service. So please, everyone, bear with your ISP and together we will make it through the initial portion of setup (that involves Verizon) and after which you can bask in the glow of ISPs that are aching to give you the customer service you so richly deserve. If you hear and feel what I'm saying and you're saying S*** no I wont be bullied ..... I hear that Earthlink has some good DSL deals.

- Wednesday, December 06, 2000 at 19:43:55 (EST)
I'm a recent Infospeed DSL subscriber, and I've never seen anything like this in all the years dealing with computers, or people for that matter. There are literally hourly issues. They include fluctuating (mostly on the downwards spiral) throughput rates. 7-8pm the rates drop into below-dialup digits and don't get back up there until 2-3am. The email server, which doesn't take rocket scientists to operate has been down for the 10 days I've had DSL. The news server is up and down all week, mostly down. Basic internet stuff like NS resolves takes forever. WinPoet software is buggy, painfully inadequate for a reliable connection and had to be replaced with RASPPPoE. Always-on is a joke. It's like almost on, sometimes on, never on, depending on what part of the North East you're in. Mostly it's never on. When it works, its fun, but it doesn't work for long, or well enough to give you a lot of enjoyment. I've heard people having good service for "as long as 3 weeks". What kind of nonsence is that? If I wanted 3 weeks, why did I spend all this time and money waiting for a DSL connection? I ordered in July. JU-FUKING-LY!! Can you grasp that? July-Late November waiting. And for what? I'm really, really pissed. -Female, student, NYC

- Wednesday, December 06, 2000 at 09:43:40 (EST)
My story, although not as horrific as others posted here, is similar. I recently moved to a new house and ordered the Verizon Personal DSL service BEFORE my phone line was transferred. The salesperson I spoke to said that my (new) house qualified even before the phone number existed at that location (How, I have *no* clue). So, being the 'trustful' person I am, I ordered the service. Modem was sent, date for service was sent. Wonderful. I'm thinking to myself, 'Hey, this isn't too bad!'. Then comes the whammee. I move into the new house and get my computer set up. I go to Verizon's site (just to make sure I qualified, because I was confused as to how the salesperson said I qualified even though there was no number at the house). Guess what? My line didn't qualify. So now, after being TOLD I *would* qualify, and after the modem was shipped, I didn't qualify. I called support, and they said I was too far from the CO. Needed to be within 15000-20000 feet, they said. Turns out, I am about 13000 feet from the CO (as far as DSLReports.com reports). I told them this, and the tech then said 'Well, your telephone line is old and you don't qualify for line sharing anyway.' WHAT? I lost it at that point. I'm sending their damn modem back. They can keep their clueless salespeople, arrogant techs, and poor service out of my house. -Vinny vinny_49@netzero.net

- Tuesday, December 05, 2000 at 13:39:59 (EST)
after 3 months of promises about dsl service and having to buy 2 modems when b/a shipped it incorrectly the first time and me getting stuck with the $325 dollars for the replacement i still remained optomistic. I played the the "your service will turned on tomorrow we promise game " for a month i got verizon dsl service. Ive been trying to get in touch with a tech support person who knows something so i have to tranfered to a tier 2 support agent which i have been on hold 3 time for more than an hour with knowone ever comming to help me. I still have to dial up to connect but i see the verizon commercials on tv saying no more dialup? knowone can answer why i still have to dial up. My connection is only slightly faster i feel and choppy for playing games online. After all i was expecting and all ive payed i am really let down with the service. I could go on and on but as im hold for verizon right now i need to go wait and hope an actual person picks up and can help me (doubtfull) e mail me at earthlink since my verizon e mail doesnt work properly yet verjerbil@earthlink.net

- Tuesday, December 05, 2000 at 13:17:38 (EST)
Just for fun I've called 1877 463-6300 (options 4, then 1) EVERYDAY for the past month or so, just to hear the problems of the day: "We are experiencing higher then normal call volumes" (Hmm, I wonder why?) "Some customers may be having problems signing up as a new user.." "Some customers in Vermont.." "Some customers in the New York, New Jersey.." "Some customers in the PA, Mass..." "Some customers in the xxxxxxx" ..it's different everyday.. "are (not may be) experiencing problems accessing resources on the Internet. Thankyou for choosing Verizon as your ISP" Yeah right. ...pathetic!... since I've switched to North Point, my DSL hasn't even blinked since the install date. Not even for a second. Too bad they are in financial distress -- unable to compete with these incompetant corporations. ..Laughing at Helrizon! Seeya SUCKERS. $$ DUMP VERIZON $$ Money not sending to Verizon this month: $39.99 (DSL) + $32.00 (Cell Phone) Plus I cancelled a second line! ha! ($15) I bet that would pay one of the lame "are all 3 lights on? DUH" tech support persons salaries!!

- Tuesday, December 05, 2000 at 10:01:29 (EST)
I was all set to go with Verizon, even had my modem and IP's but they will not have any free ports at the local CO for a few more weeks so I went with XO.com who depends on Covad. After this, Covad was informed by Verizon that I did not qualify for DSL at all(at least this is what Covad states). This is odd since I qualify for Verizon Platinum Plus and Verizon has even verified this. DSL is a run around no matter who you go through.

- Tuesday, December 05, 2000 at 02:04:58 (EST)
I've been experiencing recurring yet intermittent problems accessing Verizon's news server. I called this evening at 10 pm to report it and seek tech support. After waiting on hold for twenty minutes, I got a Level 1 Tech on the line. Too bad he didn't seem to understand English; I kept telling him that everything was fine EXCEPT that I was having trouble reaching the news server, and he kept saying, "So your problem is that you can't connect at all?" I finally asked to speak to someone who speaks English -- and he hung up on me. Then I called back and waited another twenty minutes and got a different Level 1 Techie. He seemed to understand what I was saying; he put me on hold for a while then came back to me and said I would have to speak to a Level 2 Techie; I said that was fine. He then said he was transferring me to the Level 2 techie -- but when he clicked off I found myself listening to music on hold. That was 35 minutes ago. I am still listening to music on hold. It is nearly 90 minutes since I first called and I still haven't even spoken to anyone who can pretend to offer any help.

- Monday, December 04, 2000 at 23:29:44 (EST)
By: Taurolyon (jcm@pce.net) September 15th, 2000: I called Verizon's DSL sales department. I was just going to ask if i was an appropriate candidate for the Professional (1.6MB/90KB) ADSL service. I signed up for the service. My setup date was October 4th. September 18th, 2000: I recieve an order conformation e-mail stating I had been setup for the Personal service (640KB/90KB). I called Verizon Sales and told them I'd been setup for the incorrect service. They stated that my service would have to be active before changing it, otherwise the setup date would be pushed forward. I waited... October 4th, 2000: I finally get the DSL modem setup and turn it on. Modem gets synced to the central office (8771 ft. away) and I run the installation CD-ROM. I setup WinPoet and Netscape (restarting after each). I attempt login, and recieved an error stating: "Error 691: Username and/or password is invalid on the domain" (plain english: I was hooked up properly at my end; I was plugged in incorrectly on the other end). I called tech support: "We've been having some errors with the users that had the setup dates on October 4th and 5th. Try it in a couple days." October 5th, 2000: I decided to attempt connection: Error 691. I let it go. I called billing to get my service changed to what I had ordered. They attempted to charge me $99 for the change in the service. I almost went balistic: "I had placed the order with sales and I had stated professional!!!! I got a conformation e-mail with personal!!" "Let me talk to my boss... HOLD" 10 min. later: "I've waived the change in the service fee, and you will have the new service active about October 26th, without disrupting your current service." October 6th, 2000: Call to Tech Support: "I'm still not active.... what's going on??" "We are currently having some internet connection problems in your area. We are working to get these problems fixed.... CLICK!" As if i wasn't dissatisfied with the service now... THEY HANG UP ON ME!! October 7th, 2000: Called tech support again. I stated I was still not active. They transfered me to Jason, a level 2 tech. He finds that I am attached to the wrong domain. (like, duh!!) He created a trouble ticket and forwarded it to the broadband team, and they would get in contact with me, soon. October 12th, 2000: Still not working..... I call to see if I have had any progress on my trouble ticket. None as of yet. October 15th, 2000 Still not working..... I call to see if I have had any progress on my trouble ticket. None as of yet. October 20th, 2000 Still not working..... I call to see if I have had any progress on my trouble ticket. None as of yet. October 26th, 2000 Still not working..... I call to see if I have had any progress on my trouble ticket. Central office checked the cross-links to my line. Central office states that everything is correct. Tech posted on my trouble ticket: NOT WORKING! October 30th, 2000 I recieve a call from a Verizon Switchboard operator. I was asked to turn on my DSL modem. I got synced. The person could not find me on the system. I stated I might be on an incorrect domain or network. I had asked a couple other related questions about the service. The operator stated that she had absolutly no idea because she didn't know anything about computers!!! November, 10th, 2000 I'm notified that I will have a technician check out my DSL line. November 18th, 2000 Technician arives at my house. Technician finds same errors as I did. Attempted re-install of DSL software and Netscape. Same Errors. The tech makes a few phone calls. Due to it being saturday, I was unable to get fixed right away. Tech. left me a (Long distance to Maryland) phone number to Chris of the Verizon Broadband Team. November 21st, 2000 7:00AM EST: I'm snowed in, and managed to call Chris during business hours. He asks me to call back about 9:00AM. 9:00AM: Chris asks me to turn on the DSL modem and get synced.. Then pull the phone line out of it to eliminate sync... Then replace the cable to restor sync... He found my cable on the switchboard to be in the wrong place. I was placed in port 3 on a 4 port card in a router system. I was supposed to be placed in port 2. He informs me the the central office is not maned 24/7 (as it should be!!!) so he cannot have my DSL running until someone is in there. He sent a trouble ticket to the central office. November 22nd, 2000 Still snowed in, and no DSL. November 24th, 2000 Chris isn't in, nor is he in all weekend. I called Tech support to get some info on the trouble ticket Chris had sent. The dumb level one tech with the arabic accent didn't know who the broadband team was!! He read the responces from the CO and stated that I was out of range for their DSL service, and the wire would not be moved. I informed them that I was synced and that I was less than 9000 ft. from the central office. November 26th, 2000 I left chris a message stating what I had found. I threatened that I would cancel service on Friday, December 1st November 27th, 2000 Chris leaves me a message stating that he would talk with his boss and get this straightened out. He was very upset over my threat; stating that he has put a lot of time and effort; and I'm not the only one without service. He stated that it would be approx. 7 to 20 days before the resistance at the central office would be pasified. (sounds almost like a military operation: I say invade the central office and move the f*cking wire, eliminating all obsticals) December 2nd, 2000 I'm leaving this posting to help save people time and prevent future headaches. OVERALL: To date I haven't had to pay verizon a cent, due to my service not being active. But if I drop the service I need to pay them $99 for the "Free" DSL modem, which you have to use for six months to be free.. WATCH FOR UPDATES

- Monday, December 04, 2000 at 20:38:44 (EST)
My DSL service has been down since 10/31 with no resolution and no resolution evidently forthcoming. I canceled the "service" on 11/27 after at least 40 hours of telephone hold time and 20 emails to technical support. Here is the time line: 10/30 Verizon informed of billing error in which my account has being billed TWICE the monthly fee for no apparent reason. 10/31 Verizon Tech arrives at my location and claims is here to install DSL at my location. I tell him DSL has been installed since 2/1999 and please not to do anything. Service ceases to work 45 minutes later. 10/31 Technical support called to attempt to re-establish DSL service. They claim they'll run a line test and re-establish service. 11/3 Service still down. Technical support call leads to a level 2 tech "Ken" claims will put in request to re-establish within 24 to 72 hours. 11/7 Service still down. 11/3 Technical support call leads to a level 2 tech "David" claims will dispatch a tech to my location. 11/8 Service still down. 11/9 Service still down. An analog techinician is dispatched. Arrives at my location an leaves shortly thereafter claiming a Digital DSL technician should have been dispatched and that he was powerless. 11/9 Call to tech support leads to a level 3 tech "Mr. Battle" promises a return call to advise of problem. He never calls back. 11/10 Service still down. 11/11 Service still down. 11/12 Service still down. 11/13 Service still down. Call to tech support leads to a person called "Eric" who looks into the matter and concludes that my service was discontinued on 10/31 as a result of the correction of the billing error. After being on hold for 3 hours, claims to call back with a resolution and never does. 11/14 Service still down. 11/15 Service still down. 11/16 Service still down. I get not from Technical support saying that I was switched from static IP to Dynamic IP and to get a new modem by calling "Customer Care" 11/17 Service still down. I'm told after a call to customer care that the new modem will be $325. 11/17 After waiting nearly 4 hour on hold, I am told a new modem has been ordered at no charge. 11/18 Service still down. Awaiting modem. 11/19 Service still down. Awaiting modem. 11/20 Service still down. Awaiting modem. Call to confirm modem delivery date, and was told that it was on its way. 11/21 Service still down. Awaiting modem. 11/22 Service still down. Awaiting modem. 11/23 Service still down. Awaiting modem. 11/24 Service still down. Awaiting modem. 11/25 Service still down. Awaiting modem. 11/26 Service still down. Awaiting modem. 11/27 Service still down. Modem still not delivered. After another 1 hour wait calling "Customer Care" inquiring about the modem, I am told that the modem has NOT been ordered and that it needs an override from a "supervisor" 11/27 Service cancelled. Enough abuse. Needless to say, I have never experienced such customer service and technical incompetence.

- Monday, December 04, 2000 at 15:22:23 (EST)
Well my story with these losers starts back from September, Back then i originally ordered the 7.1 connection, but of course because of dealing with verizon, i wasnt connected till november 15, after the third attempt that one of their no good for nothing Tech guys came to my house, after all this trouble i was connected with a 640kbps, go figure, when i called them to tell them why i have a lower connection then ordered, the idiots from tech support told me to reinstall the software, yea right like that was going to help....well an update now is 12\4\00 and they still havent boost me up to 7.1, and their answer is that they dont know and their get back to me.......Im in northern New Jersey, does anyone knows of any other dsl provider that you can recommend to me, thanks

- Monday, December 04, 2000 at 10:19:59 (EST)
If you read my letter, then you know the worst of it. However, unfortunately Verizon is the only provider of DSL service in my area, and that was the beginning of a whole new chapter. All I'm going to say is this. Try calling their DSL customer service and direct yourself to technical support. I guarantee that you'll hear some message like this "...some Verizon customers may be experiencing difficulty accessing resources on the internet at this time...". Everyday it's a different portion of their area that's experiencing difficulty too. That's no exaggeration either...everyday. To add insult to injury, see how long it takes you to get a customer service rep. You'll be lucky if it's less than 15 minutes. marcus@bellatlanticpathetic.com

- Sunday, December 03, 2000 at 14:16:52 (EST)

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