mds
@verizon.net
| [speed/latency] Poor Technical Suppport and I still have SLOW sp
I have Verizon DSL internet service. Mysteriously, on June 12, the download speed dropped dramatically. I gave it a couple of days to resolve, did some troubleshooting at my end in the meantime, and on June 14 I called Verizon technical support.
The support team always wants the problem to be at my end. It MUST be my computer. But I explained that I have three computers and they are all seeing slow internet speed.
So we begin a test of my equipment - router and modem. The Verizon tech support person took over my computer, reconfigured my wireless router and disabled it from working at all. Then he dropped off the line leaving me with nothing.
And he never called be back on the phone number that he very carefully collected as part of his script.
Fortunately, I know how to set up a wireless router, so I was able to reverse his mistakes and get back to where I was - SLOW speed.
I called every day to get an update status on the ticket, and every time, we did the same dance. The problem must be at my end, my computer, my router. Finally, I spoke to a supervisor who seemed to understand that we had already tested everything, and that if three different computers are seeing the same problem, then it is most likely not my computer. So he scheduled a service tech to visit my house on Friday June 19.
On Friday morning, the service tech called and said that there was a Verizon router problem in my area, they were working on it, and that he was not coming out. The next day, my ticket was closed.
Is anyone hearing circus music yet?
No one bothered to call me to see if my internet speed had improved. It was still SLOW.
I started taking a series of Verizon (and other) internet speed tests. They all showed the same results. Very early in the morning and very late at night, the download speeds were reasonable at about 1 mbps. As the day went on, and traffic increased, the speed degraded to ridiculously low levels e.g. 11 kbps.
Given the data pattern, I believe that the Verizon network is bandwidth limited, and cannot support the service that I am purchasing. It is now June 24 (ten days since I opened a trouble ticket) I still continue to call every day now armed with a very obvious statistical data pattern of internet speed, and Verizon still wants to troubleshoot my equipment.
I am switching to another ISP. It is too much trouble having Verizon as a "provider". |
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aefstoggaflm
Open Source Fan
Premium
join:2002-03-04
Bethlehem, PA | Re: [speed/latency] Poor Technical Suppport and I still have SLO
#1 What is the brand and model of this modem?
#2 What is the brand and model of this router?
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Please use the "yellow (IM) envelope" to contact me and please leave the URL intact. |
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Arcturus
join:2008-04-18
London, ON
| reply to mds
You should make sure your modem readings are still good (bitrate, nm etc..) if this is the case and they are the same when you have ok speeds then.. I think if you write in the Verizon direct forums you can request to be changed to a different ASAM.
That I expect is likely to resolve your issue. What area are you in anyhow? If things are that slow there has got to be other people seeing the same problems that also need to be fixed.... |
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OhReally
join:2009-06-30
| reply to mds
Well, as of the same date, in NJ, dsl at first was slow, then intermittent.
1. Tried reaching them for days. Recorded message saying no reps available and problem affecting New york and surrounding areas.
2. Tried reaching them for more days. Recorded message saying problem in areas surrounding mine and no reps available.
3. Tried reaching them again. I kept telling them that dsl would quit working until I used my phone on same line (different jack) to call them.
4. Called them from my cell phone. They tested for days, sent a new modem, and kept "bumping the problem up in priority". They would not send out a technician until a few days ago. This is about two weeks by now.
5. Technician re-wired, and dsl now CONSISTENTLY slow. I am waiting for another technician to show up this Monday.
How slow, you ask? How about download speed of 10.1k/s, on account that should be 3 mps down, 768k up.
Slow dsl, slow service. Slowsky. And I am supposed to believe anything that they offer by mail or otherwise?
I miss the days of AT&T, when service meant service. You know, when you were not expected to be a techie to do their job in solving problems because they would come out when they said they would and would actually fix the problem the same day! Credit on your account does not compensate for loss of service.
Hmmm...on that note..I wonder what AT&T is up to? But then, they would still be using Verizon's lines, would they not? |
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aefstoggaflm
Open Source Fan
Premium
join:2002-03-04
Bethlehem, PA
 ·Verizon Online DSL
| reply to mds
#1 Does your Linksys wireless b router have wireless turned on?
#2 Do you have any computers at your location that use wireless?
#3 What level of Wireless security is your router set to?
#4 Does this Linksys support UPnP?
#5 I have no idea of hold your westell wirespeed, is but try this.
»Verizon Online DSL FAQ »What is the Westell Modem Browser and how can I interpret it's results?
^^
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Please use the "yellow (IM) envelope" to contact me and please leave the URL intact. |
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mds
join:2009-06-24 | reply to mds
It has been well over one month and I still have SLOW internet speed. If Verizon cannot provide the level of service that they are selling me, does anyone think that a complaint filed with the FCC might help? |
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Jodokast96
R.I.P Bassman442
Premium
join:2005-11-23
Erial, NJ
·Verizon Online DSL
| said by mds  :If Verizon cannot provide the level of service that they are selling me, does anyone think that a complaint filed with the FCC might help? No. It's a free market, which means you are free to choose whomever can. |
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