Verizon online..... What's the next step in straightening these b*tches out??

Toggle sidebar Toggle sidebar
H

hongkongfever

Senior member
Dec 19, 2004
250
0
0
I've never been so pissed off before. I know many of you hate reading long posts so here is the outline..

-DSL went out last Wednesday
-Wednesday night, tech support can't understand why it went out. Kept getting "unable to perform test on this circuit". said he will create a ticket and give it 24-48hrs.
-Thursday night, automated msg said ticket was closed. still no DSL. spoke to another tech. said no record of ticket. Only ticket open was a disconnection request???? Went through same troubleshooting. came up with same error running line test. said modem is probably the problem. will overnight me a new modem but prob wont get here til monday cuz of weekend
-Borrowed TWO working DSL modem on Friday. Still can't connect. Called them back up saying I don't believe it's the modem. Tech rep went through same procedure again. Said last rep was wrong. It's not the modem. Escalated me to 2nd tier tech support.
-After waiting over an hour, 2nd tier tech support took down my info and said give them 24-48 hrs to look into it and wait for phone call.
-2.5 days later Monday. DSL still down. Called tech support. Said they tried to contact me (lie, no missed calls). Said Earthlink was conflicting with the line? Conflict in signal? Nothing they can do. I have to call Earthlink.
-Called Earthlink. After being transferred to a few outsourced Indian tech reps who couldn't get it into their heads that I am not a customer, I got a hold of a master tech support who understood. Said verizon is lying. They can easily do whatever they want since they own the line. Thank him for the info.
-Called back to Verizon and told them what he told me. Said I have to close account and re-open order.
-called Sales to open a new order. Said I couldn't since there was an open ticket.
-Transferred to tech support who said give them 24 hours and I will get a call back. No call back.
-Tuesday night. Called up tech support refusing to speak to anyone BUT a supervisor. Got a hold of a man who said he was the Senoir Tech Support. Told me he would escalate ticket above tech support to management. ASSURED me I would have my DSL working by noon on Wed and I would get a call from management apologizing and explaining the details.
-Wed noon. No call. DSL still down. Called tech support and spoke to another supervisor. This one said management DID contact Earthlink and it was resolved. Error must be somewhere else. Wanted to troubleshoot but I wasn't at home.
-Wed night. Called back and spoke to two different tech and one supervisor. All did same line test and came back with same error. Shows no record of management performing the task I was promised. DSL still down.

Sorry i tried to keep it as short as possible but it's impossible. I've asked for corporate headquarter #'s and I've asked for contact info of ANYONE above supervisor but I was refused the information. Said it's not possible to give it out?!? I've spent an average of 2 hours every single night after work on the phone. As a customer I've felt like I've been royally screwed up the ass.
 
rh71

rh71

No Lifer
Aug 28, 2001
52,844
1,049
126
I had intermittent drops with my VOL connection and then nothing - no connectivity at all. The "DSL" light on the Westell 327W modem should at least be lit, blinking or not. It wasn't. They said they would send another modem since it seems dead. Well I decide I'll give it another try... just plugged in the dsl (phone) line and the power plug... still nothing... kept the RESET button down in the back of the button for a minute straight so it recycles multiple times. Bingo. DSL light comes on and stays on. Connection now is better than ever.

Does your "DSL" light at least come on ? If it's not on, it's the modem or they don't have it turned on going to your house. Also plug the DSL line directly into the jack, no splitter. Make sure your filters are in place on all other lines... no more than 4 filters/phones on the same number.
 
S

sniperruff

Lifer
Apr 17, 2002
11,644
2
0
yeah it took a big dump yesterday night but now it's fine. i thought i was alone. the modem light was red.
 
H

hongkongfever

Senior member
Dec 19, 2004
250
0
0
I'm getting 3 solid lights on my Westell. I've shortened the story but probably at least 10 times my line was tested and it all came back with the same error message "cannot perform test on this circuit." The ONE thing all these knuckleheads can agree on is there's a Earthlink signal on the same line which is causing the conflict.
 
M

mchammer

Diamond Member
Dec 7, 2000
3,152
0
76
Do you have Earthlink DSL? I just got all Verizon to avoid this kind of BS. Plus they have a good rate too.
 
G

gooseman

Diamond Member
Oct 23, 2000
4,853
1
0
Do you have other options for high-speed internet in your area? If so, I would be changing immediately if I were you.
 
S

sniperruff

Lifer
Apr 17, 2002
11,644
2
0
i think he's saying that he's trying to get verizon, but they tell him earthlink got a line mixed in, which earthlink denies.
 
M

mchammer

Diamond Member
Dec 7, 2000
3,152
0
76
Originally posted by: sniperruff
i think he's saying that he's trying to get verizon, but they tell him earthlink got a line mixed in, which earthlink denies.
Click to expand...

It seems to indicate that he already had it.
 
E

EyeMWing

Banned
Jun 13, 2003
15,670
1
0
Cannot perform test on this circuit. Sounds to me like someone was fiddling with the line physically.
 
KeithP

KeithP

Diamond Member
Jun 15, 2000
5,664
202
106
I had a PacBell DSL install go south on me a few years ago. After two weeks of no phone service I got fed up and called the PUC (Public Utilities Commission). I was absolutely amazed how fast my problem was resolved once the PUC go involved.

Here is their complaint page.

-KeithP
 
H

hongkongfever

Senior member
Dec 19, 2004
250
0
0
Originally posted by: mchammer
Originally posted by: sniperruff
i think he's saying that he's trying to get verizon, but they tell him earthlink got a line mixed in, which earthlink denies.
Click to expand...

It seems to indicate that he already had it.
Click to expand...

I am as lost as you were about how Earthlink came into the equation. Verizon is telling me there is an Earthlink signal on the same phone line.
 
E

EyeMWing

Banned
Jun 13, 2003
15,670
1
0
Originally posted by: hongkongfever
Originally posted by: mchammer
Originally posted by: sniperruff
i think he's saying that he's trying to get verizon, but they tell him earthlink got a line mixed in, which earthlink denies.
Click to expand...

It seems to indicate that he already had it.
Click to expand...

I am as lost as you were about how Earthlink came into the equation. Verizon is telling me there is an Earthlink signal on the same phone line.
Click to expand...

There likely is. I'd put DAMN GOOD MONEY on your line being shorted to someone else's, either physically in the wiring bundle or at the CO due to someone's incompetance. Or there could be a fault on the switch. Or any of a bajillion potential telco-side glitches.
 
E

EyeMWing

Banned
Jun 13, 2003
15,670
1
0
Note that you're not at all likely to get any telco-type help from VO's traditional phone support, because they have very limited abilities to issue work orders for the line itself. Your best bet is to drop them like they're hot and get something non-DSL.
 
H

hongkongfever

Senior member
Dec 19, 2004
250
0
0
I am getting 3 solid lights on my modem. Everything is fine on my side. I've checked a bajillion times. Verizon acknowledges that the problem is with the line. It only took 4 days. Now the debate is on who is responsible and who is gonna fix this crap. Verizon is telling me they got their hands tied and Earthlink is saying Verizon is lying. Verizon can do whatever they want to that circuit since I am their customer. Verizon is telling me to go deal with Earthlink so you can see what kind of situation I am.
 
You must log in or register to reply here.

TRENDING THREADS

COMPANY
RESOURCES
FOLLOW
Top Bottom