Trying to get Verizon Internet installed
(Last modified 15 Feb 2010)

For several reasons, I decided to install Verizon "High-speed" Internet access.  Bad move on my part; a mistake I won't soon repeat.

BTW, Verizon's marketing department considers 3 Mbs (that's megaBITS) to be high-speed.  I don't.  From here on, it's Intenet access.

Note that I have been using COMCAST's cable Internet access for a couple of years and had that service in place as all of the following ensued.  I just ran a Speakeasy test on my COMCAST cable connection to a server in NY; download of 9.8 Mbs, upload of 1.2 Mbs.

27 Jan 2010:  Placed order for package deal of long-distance phone and Internet access with Verizon.  Verizon said the DSL modem hardware would arrive in the next couple of days.  DSL connection was scheduled for 2 Feb 2010.

29 Jan 2010:  DSL hardware arrived.

2 Feb 2010:  I installed the phone filters on the various phone outlets and hooked up the DSL modem (a Westell 6100G).  When connected to the house network and the phone line and powered up, the unit's DSL LED blinked at a 1-second rate and the Internet LED was dark.  All of my web browsers reported no access to the Internet and pings of external sites all timed out.  I contacted Verizon technical support for help.  As I was calling in the evening Pacific time, I was connected to a help desk in what I assume was Bangalore, based on the accent of the person helping me.

Unfortunately, I was not able to get his name, because he was the only bright spot in this entire ordeal.  He checked and discovered that my Internet connection had NOT been made on 2 Feb as promised.  He left the line for a little bit, then returned and told me my new scheduled connection date was 8 Feb 2010.  He followed this up with email (which I was able to read using COMCAST access) and a callback to my home phone later with updates.

8 Feb 2010:  Again tried my Internet connection.  Again, the DSL LED blinked and the Internet LED was dark.  I didn't have time to get to Verizon right away and had to follow up the next day.

9 Feb 2010:  Contacted Verizon technical support.  The representative (not the guy above from Bangalore) checked and was surprised to discover that my Internet access was not yet installed.  He said that my Internet access would be connected within 24 to 48 hours.  I told him if it wasn't installed and working by 10 Feb 2010, I was cancelling the order.

10 Feb 2010:  I was running errands this morning.  When I returned at about 10:00 AM, a Verizon truck was parked out in my cul-de-sac.  After a couple of hours, I received a phone call from Verizon informing me that my Internet access was complete.  When I powered up the DSL modem, the Internet LED was dark and the DSL LED blinked at a 1-second rate.  My web browsers reported no access to the Internet.  I called Verizon technical support.  While he was checking on my account, I plugged a telephone into the jack used by the DSL modem and confirmed that the plug was live.  When he got back on the line, he told me there was a note in my account that a supervisor was checking with Verizon's Provisioning department to make sure my service was installed.  When I asked him when that note had been added to my account, he told me 7 Feb 2010, three days prior.  I told him I wanted to canel the order.

He connected me to a woman in the Accounts department.  She was surprised that I wanted to cancel the order and began offering me incentives to keep the order open.  Would I reconsider for a $15 credit?  (As if!)  Would I reconsider for a 1-month credit?  (Right!)  I finally told her that there was nothing Verizon could offer me that would make me change my mind and that I insisted on cancelling the order.  After we talked back and forth to make sure she had the story correct (much typing in the background), she told me she had cancelled the order and explained that I might still see Internet access charges on my next bill, but that those charges would be reversed.  She also told me I would get a packing box delivered to me so I can pack up the DSL hardware and return it via UPS.

She also informed me that the telephone portion of my order was left unchanged.

I hung up, reconnected my COMCAST Internet access, and found an email from Verizon, proclaiming that my Internet access was now hooked up.

11 Feb 2010:  This morning, I received a robo-call from Verizon, proclaiming that my Internet access was now hooked up and informing me that my next bill would include Internet access charges.  I was also told that now I could connect my web browser and start surfing the Internet!

12 Feb 2010:  This afternoon, I got a call from Verizon.  The young woman on the phone called to make sure I was happy with my new Verizon Internet service.  I told her that order had been cancelled two days ago.  She seemed surprised and after a short conversation, hung up.  This was followed about an hour later with another call from Verizon.  This time, an older woman on the phone told me she was a local manager for Verizon and was calling because the first person had told her I had cancelled my order.  I gave her a short description of my dissatisfaction with Verizon installation and she apologized for what had happened.  She said her records didn't show the cancellation, only that an order had been placed.

The above incident just reinforces my original impression of Verizon.  The people at each point in the chain seem to be well-meaning and helpful, but do not have all of the information on what's happening.  Additionally, whoever is dispatching the installers and coordinating efforts with the rest of the Verizon system seems to be the bulk of the problem.  For whatever reason, this coordination is breaking down big-time and no one in Verizon seems to notice or fix this.


Summary
I should point out that everyone I spoke to at Verizon was helpful and did what I consider to be all they could do, given where they were in the larger scheme.  However, none of them could get Verizon's installers or scheduling department to get the job done when promised, and the promised schedules were VERY generous.

I'll mention one other thing.  The morning of 10 Feb 2010 (see above), I did not have COMCAST Internet service.  I assumed the problem was with the COMCAST server and figured it would be corrected soon.  When I arrived home that morning, I saw a COMCAST truck in the cul-de-sac.  Someone in the neighborhood had phoned in the problem that morning and COMCAST service was already out checking the lines.  About thirty minutes later, the COMCAST technician knocked on my door to tell me that service had been restored, which I confirmed with my web browser.  It was a bit eery to see both a COMCAST truck and a Verizon truck in the cul-de-sac at the same time.  I couldn't help but notice the coincidence of my troubles with Verizon installation and the first disruption of COMCAST service I had experienced in months (if not years), but I'm sure it was only a coincidence.



Home