Selected ISP Support > DSL Extreme > [DSL] Speed Upgrade Not Available?

[DSL] Speed Upgrade Not Available?

Hi nkpcommando -

I asked one of our customer service representatives to take a look at your account. The Verizon systems are returning that you don't qualify due to your distance. I have asked them to give Verizon a call tomorrow (they are closed already today) to triple check as your line readings look pretty good. We will follow up with you after we touch base with Verizon. If you don't hear from someone by tomorrow afternoon please feel free to follow up with me.

Thanks
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George
General Manager
DSL Extreme
Will work for reviews.

George, thanks for your help. I have ran 3000/768 over my line for a one year period serveral times and never had one problem. If I remember correctly my download speed measured around 2800. Verizon has their head you know where. That is why I switched to you people from them in the first place. My 1000 speed runs around 950 or more.

Current speed test on 1000/768

Thanks! Your line readings did look like it would support it without an issue. Looks like a problem on their provisioning side. We will follow up tomorrow.

Thanks

reply to nkpcommando
Hi nkpcommando -

It does look like there is an issue with the Verizon loop qualification system and it is not returning the correct results. Verizon has opened a ticket with their engineering team to look into that. These type of issues generally take 48 hours to resolve. Because of the Holiday and many departments at the phone companies being closed on Friday and Monday it may take a bit longer. If you don't hear back in the next few days please do follow up with me though.

Thanks
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George
General Manager
DSL Extreme
Will work for reviews.

George, thanks for your prompt follow-up. Being an old Bell Telco employee (C.O.) I know the holiday drill. No rush here, I just want to get the issue resolved with Verizon. I do not want to have to change ISP.

Have a Merry Christmas!

George, it has been a week now and I have not heard back from anyone regarding my Verizon issue. Any follow-up yet?

nkpcommando

I'll get someone to check on this. Expect a reply shortly.

reply to nkpcommando
Hi nkpcommando -

The issue on the Verizon side within the prequalification database was escalated to their engineers. Unfortunately their senior engineer that works on these issues has been out for the Holidays. We are still waiting on a update from them as they didn't have one as of yesterday. We will continue to follow up.

Sorry for the delay.

Thanks
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George
General Manager
DSL Extreme
Will work for reviews.

Ok, got it. Still in a holding pattern.

Thanks for the reply.

nkpcommando

nkpcommando -

Just a quick follow up to let you know that Verizon is still working on the issue. They have asked us to follow up with them on Thursday of this week. We hope they have a resolution by then. We will follow up with you after.

Thanks
--
George
General Manager
DSL Extreme
Will work for reviews.

Ok George, thanks for the update.

nkpcommando

Unfortunately Verizon is still attempting to fix the issue. We will continue to keep you posted next week. Sorry for the delay.

Thanks