Solid Service With Poor Customer Service
Written: Apr 04 '07 (Updated Apr 04 '07)
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Pros: Solid service and speeds, clear installation instructions.
Cons: Confusing customer representatives, late service ready date.
The Bottom Line: Verizon Online DSL provides solid DSL service, but needs work on Customer Service.
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| billy159401's Full Review: Verizon Online DSL (Eastern US) |
Verizon Online DSL has been around for quite a while. Its service has been improving over the last few years. When I decided that dial-up wasn't a great choice anymore and that it was time to switch over to DSL service, I picked Verizon because it was simply a household name.
Choices Available
In my area, Verizon Online DSL offered 2 speeds – one at 768 kbps and the other at 3.0 Mbps. Of course, these are promotional only speeds, and shouldn't be really taken too seriously. The real speeds, as I found out later, would be less than half due to factors such as distance from their service center.
I eventually chose the faster speed for a one year plan ($29.99 for the first three months and $39.99 for the other nine). The signup process went without a hitch as I did it over the phone. The customer representative seemed quite enthusiastic to help.
The Long Wait
Initially, I was informed that my service activation date would be about two weeks after I first signed up and that I would be receiving my set up materials within ten business days. I did get the parcel, but the service activation date came about a month later. Because I had already canceled my dial-up service, I was stuck with no internet access at home for that period of time. Be warned that Verizon doesn't give accurate service activation dates.
What's In the Box
Verizon Online DSL provided a DSL modem, cables (Ethernet, USB, and telephone line), filters (to install on all other phone jacks in the house), an installation CD, and manuals. Everything was clearly labeled and I had no trouble popping in the installation CD to get things started.
Verizon Online DSL says that its modem is free unless the service is canceled within nine months, at which point a $99 fee is charged. Users won't have a chance to choose which modem they want - Verizon chooses the one that fits the speed the user pays for.
Installation
Installation was quite successful. I was quite annoyed, however, that the included software (the Verizon support center) didn't work after installation. This software is responsible for updates to service. However, this problem didn't affect my connecting to the internet and I was still able to access Verizon's DSL service.
User Experience
I've been using Verizon Online DSL for around a year and a half. Overall service with Verizon is quite solid; the speed the service provides is quite decent. I've experienced only a few problems with the service. I experienced a few connection problems when there was heavy rain or a large snowstorm. I lose my DSL connection. Calls to Verizon 24/7 Customer Service don't help either.
I've gotten plenty of different people ready to answer my questions. When I called three times about the same problem of being unable to connect, different people informed me of different things varying from outages within my area to problems with my phone jack. I found this to be extremely frustrating.
Furthermore, be warned that Verizon will automatically change the usage plan after the contract ends. When my year was up, I forgot to call to renew or cancel the service and I was greeted with a statement that had a higher price for the service that month. Calls to the Verizon billing center were not very pleasant either - it involved several transfers of calls and a lot of time wasted. Just keep in mind that you must call Verizon to cancel or renew the contract if you want the same price, or else they’ll just charge the extra amount anyway.
Final Thoughts
Verizon Online DSL is definitely a good DSL service choice. It provides for a relatively solid service. However, it needs work on getting its service ready on time and making sure that its customer service department knows what it is doing.
Recommended:
Yes
Amount Paid (US$): 39.99/month
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Epinions.com ID:
billy159401
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Member: Billy
Location: New York City
Reviews written: 29
Trusted by: 19 members
About Me:
I like bacon.
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