Review by (hidden by request)
Good "maybe if I had internet"
- Location: Moreno Valley,Riverside,CA
- Cost: $21 per month (12 month contract)
Bad "No internet after 3.5 months"
Overall "Still no service"
|Pre Sales information:|
Value for money:
(ratings well below consensus)
I signed up for service on August 30 for installation on September 2,
2012. I have contacted them repeatedly by email and phone, and I keep
being told my service will be activated. It is now November 20 and I
still have no internet. I keep telling them Verizon has not tagged or
punch down my line at the exterior of the complex, but they keep
saying Verizon has done so. I sent them the pictures showing them the
work Verizon did but I still have no internet and I continue to be
billed. They refuse to cancel my account. My next stop is the BBB and
my bank to dispute the charges.
(review was emailed from domain gmail.com)
lodged 1.6 years ago
Re: DSL Extreme I had a similar problem with DSL & no service. After 5 phone calls, the last one over an hour long, the "tech" & I found a solution, but he kept getting angry because I didn't understand his accent & kept asking him to repeat his statements-not my fault. On another note, I was told I had to CALL to cancel DSL service 3-4 weeks in advance of end-of-contract due to processing timeline. I called 3 weeks before end of contract, but DSL didn't cancel & kept charging my credit card. In midst of trying to fix, they continued to reply, "Yes, you did call to cancel but you have to cancel online". I did online also, but that's not what previous phone clerk said. WONDERFUL customer service. I thought about cancelling credit card but figured DSL would put it on my TRW. What do you do? Finally stopped credit card charges 3 months later, but trying to get money back is exhausting.
Re: BBB Hey guys, easy. Customer's activation date at the new location was 9/12, for dryloop service. She called us late on 9/14 letting us know that she still wasn't seeing sync on the modem. We sent a dispatch to her location confirming sync to the NID on 9/18. We notified the customer of such same day, advising her that she needed to connect her apartment's IW to the NID.
Customer didn't get back to us until 10/30.
Seeing as she still wasn't seeing sync, we called her apartment management on her behalf and asked them to check the the NID to make sure it was correctly tagged by Verizon and to make sure her apartment IW was correctly connected to the NID. We also set up another dispatch for 11/3 and had another field tech re-verify the sync and tag at NID from Verizon's end - again, she needs to make sure the IW from her apartment is connected to the NID, as we notified her same day.
Customer didn't get back to us until 11/20.
Customer sent in photos that she has taken of the NID, and in the photos we can see there are two NIDs. Verizon has (twice now) verified sync to the demarc, which is the first NID accessible off the street. It is now the responsibility of the customer (and her apartment management) to make sure that the IW from her apartment is properly connected to that NID (even if it needs to route through a second NID to reach the primary demarc NID).
So, yes. We have been working with the customer, multiple times, to resolve this issue, well before I got involved here on the board.