Customer Dis-Service

In general, I’m a pretty loyal person. Especially when it comes to material things. I typically find a vendor I like and stick with them. Sure, if something new and flashy comes along, I’ll take a look, but unless there’s a compelling reason to change, I’ll stick with what I have.

But sometimes a change is forced upon me. Take, for instance, this last week. I’ve been a loyal Verizon customer for … wow, about 15 years or so. Not sure I realized it had been that long. Regardless, I’ve been using Verizon’s services for a long time. I’ve been relatively happy with them, no major complaints about services being down or getting the runaround on the phone. In fact, my major gripe with them had always been their online presence which seemed to change from month to month. I’ve had repeated problems with trying to pay bills, see my services, etc. But at the end of the day, I’ve always been able to pay the bill and move on. Since that’s really the only thing I used their online service for, I was content to leave well enough alone.

In more recent months, we’ve been noticing that the 3M DSL service we had is starting to lack a bit. Not Verizon’s fault at all, but the fault of an increased strain on the system at our house. Apparently 3M isn’t nearly enough bandwidth to satisfy our online hunger. That, coupled with the price we were paying, had me looking around for other services. Verizon still doesn’t offer anything faster than 3M in the area and, unfortunately, the only other service in the area is from a company that I’d rather not do business with if I could avoid it.

In the end, I thought perhaps I could make some slight changes and at least reduce the monthly bill by a little until we determined a viable solution. I was considering adding a second DSL line, connected to a second wireless router, to relieve the tension a bit. This would allow me to avoid that other company and provide the bandwidth we needed. My wife and I could enjoy our own private upstream and place the rest of the house on the other line.

Ok, I thought, let’s dig into this a bit. First things first, I decided to get rid of the home phone, or at least transfer it to a cheaper solution. My cell provider offered a $10/month plan for home phones. Simple process, port he number over, install this little box in the house, and poof. Instant savings. Best part, that savings would be just about enough to get that second DSL line.

Being cautious, and not wanting to end up without a DSL connection, I contacted Verizon. Having worked for a telco in the past, I knew that some telcos required that you have a home phone line in order to have DSL service. This wasn’t a universal truth, however, and it was easy enough to verify. The first call to Verizon went a little sideways, though. I ended up in an automated system. Sure, everyone uses these automated systems nowadays, but I thought this one was particularly condescending. They added additional sound effects to the prompts so that when you answered a question, the automated voice would acknowledge your request and then type it in. TYPE IT IN. I don’t know why, but this drove me absolutely crazy. Knowing that I was talking to a recorded voice and then having that recorded voice playing sounds like they were typing on a keyboard? Infuriating. And, on top of it, I ended up in some ridiculous loop where I couldn’t get an operator unless I explicitly stated why I wanted an operator, but the automated system apparently couldn’t understand my request.

Ok, time out, walk away, try again later. The second time around, I lied. I ended up in sales, so it seems to have worked. I explained to the lady on the phone what I was looking for. I wanted to cancel my home phone and just keep the DSL. I also wanted to verify that I was not under contract so I wouldn’t end up with some crazy early termination fee. She explained that this was perfectly acceptable and that I could make these changes whenever I wanted. I verified again that I could keep the DSL without issue. She agreed, no problem.

Excellent! Off I went to the cell carrier, purchased (free with a contract) the new home phone box, and had them port the number. The representative cautioned that he saw DSL service listed when he was porting and suggested I contact Verizon to verify that the DSL service would be ok.

I called Verizon again to verify everything would work as intended. I explained what I had done, asked when the port would go through, and stressed that the DSL service was staying. The representative verified the port date and said that the DSL service would be fine.

You can guess where this is going, can’t you. On the day of the port, the phone line switched as expected. The new home phone worked perfectly and I made the necessary changes to the home wiring to ensure that the DSL connection was isolated away from the rest of the wiring. DSl was still up, phone ported, everything was great. Until the next morning.

I woke up the following morning and started my normal routine. Get dressed, go exercise, etc. Except that on the way to exercise, I noticed that the router light was blinking. Odd, I wonder what was going on. Perhaps something knocked the system online overnight? The DSL light on the modem was still on, so I had a connection to the DSLAM. No problem, reboot the router and we’ll be fine. So, I rebooted and walked away. After a few minutes I checked the system and noticed that I was still not able to get online. I walked through a mental checklist and decided that the username and password for the PPPoE connection must be failing. Time to call Verizon and see what’s wrong.

I contacted Verizon and first spoke to a sales rep who informed me that my services had been cancelled per my request. Wonderful. Al that work and they screw it up anyway. I explained what I had done and she took a deeper look into the account. Turns out the account was “being migrated” and she apologized for the mixup. Since I was no longer bundled, the DSL account had to be migrated. I talked with her some more about it and she decided to send me to technical support to verify everything was ok. Off I go to technical support, fully expecting them to ask be to reset my DSL modem. No such luck, however, the technical support rep explained that I had no DSL service.

And back to sales I went. I explained, AGAIN, what was going on. The representative confirmed my story, verified that the account was being migrated, and asked me to check the service again in a few hours. All told, I spent roughly an hour on the phone with Verizon and missed out on my morning exercise.

After rushing through the remainder of my morning routine and explaining to my wife why the Internet wasn’t working, I left for work. My wife checked in a few hours later to let me know that, no, we still did not have an Internet connection. So I called Verizon again. Again I’m told I have no service and that I have cancelled them. Again I explain the problem and what I had done. And this time, the representative explains to me that they do not offer unbundled DSL service anymore, they haven’t had that service in about a year. She goes on to offer me a bundled package with a phone line and explains that I don’t have to use the phone line, I just have to pay for it.

So all of the careful planning I had done was for naught. In an effort to make sure this didn’t happen to anyone else, the rep checked back on my account to see who had informed me about the DSL service. According to the notes, however, I had never called about such a thing. I called to complain about unsolicited phone calls and they referred me to their fraud and abuse office and explains about the magical phone code I could put in to block calls. Ugh! She then went on to detail every aspect of my problem, again so someone else didn’t have this problem.

This is the sort of situation that will, very rapidly, cause me to look elsewhere for service. And that’s exactly what I did. I’ve since cut all ties with Verizon and moved on to a different Internet service provider. I’m not happy with having to deal with this provider, but it’s the only alternative at the moment. Assuming I don’t have any major problems with the service, I’ll probably continue with them for a while. Of course, if I run into problems here, the decision becomes more difficult. A “lesser of two evils” situation, if you will. But for now, I’ll deal with what comes up.

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