Thursday, July 27, 2017

In which I am about to cancel my Verizon home DSL

I have not had home internet service since July 18th. My provider is Verizon DSL. At this point I have called, emailed, tweeted, and interacted with their phone/troubleshooting menu so many times that I am bored and incredibly frustrated with the system. I might just cancel --- which would be functionally indistinguishable from my current situation of no internet connection, with the exception that I'd know I could stop trying to get them to fix it, and also stop anticipating that they'll send me a bill for this non-service.

Are you a Verizon agent, customer service representative, or technician? Let me answer your questions.

  • The DSL light on my modem is blinking red.
  • Yes, it continues blinking red even if I reboot the modem. Go ahead and "run diagnostics" from your end.
  • The modem is plugged directly into the phone jack, with no splitter.
  • This situation persists even if I use a different phone cable to plug the modem into the jack.
  • I do not use my home phone service and don't have a corded telephone, so I can't tell you if the phone is working.
Previously (see my outage from July 4 -- July 7, for which you have a ticket in your system), you sent a technician (the helpful Joe!) to my home. He confirmed that the problem was in your wiring infrastructure that delivers the signal to my home, and not inside my home itself. 

"There is a ticket for the Central Office." since July 19th... but no progress. 
  • I called on July 19 --- I was told that someone would come to my home July 20, and I needed to be at home from 8am to noon.
  • I called July 20, at noon, when no one had come --- I was told that no one was coming, after all, because the problem was in the infrastructure of Verizon's wired network, but it would be repaired by 4pm today.
  • I called July 21, in the evening, when I still had no service --- was told that they're working on it, it will be fixed in 24-48 hours, and to stop calling. Verizon would certainly call me with any updates.
There have been no updates.
  • I tweeted @verizon today --- got three different replies, asking questions answered by the bulleted information points above, then got sent to a Verizon chat window.
  • In chat, was told that "there is a ticket for the Central Office", which will take 24-48 hours to reply via email, at which point I'll get an update from "Verizon Social Media Team" on Twitter.
I'm not optimistic about actually receiving any promised update. (I'm going to wait until the end of the day today, though, before cancelling --- on the off chance that they do actually manage to make progress and get back to me.)

Alternatives? Verizon FIOS (recommended by my neighbors on NextDoor) is not available at my address, so my only alternative internet provider is Comcast. By consensus on NextDoor, Comcast service is terrible and customer service is worse. At this point, tethering my computer to my cell phone looks like the cheapest and most effective way to get home internet service. 

This post's theme word is pernancy (n), "a taking or receiving of rent, profit, etc." Charging for a nonexistent service is atrocious pernancy.

No comments: