Verizon Wireless Broadband Review

We'd had troubles with Verizon's telephone service many times, but that horror story is nothing compared to their internet service, which is so incredibly inept, I'm surprised they have any customers at all.

Seven years ago we moved.  I called Verizon to switch our internet service and phone service.   They took over two weeks to reconnect our internet service.   If that wasn't bad enough, two weeks after it was on, it stopped working.  When I called tech support, they told me 'of course it's not working, it takes several weeks to get it reconnected after a move or if you're a new customer!'  After I explained I'd already been reconnected two weeks after waiting the two weeks before that, the rep told me, after ten minutes on hold while he looked it up, that the rep I'd spoken to on the phone regarding our move had filed the wrong paperwork, which resulted in them cutting off our service and starting the entire paperwork cycle all over again.....  After spending several minutes chewing out the rep's manager, I was finally reconnected...only to be cut off again a week later and having to do the same thing all over again!

Several years followed with occasional disconnections where I'd have to call and they'd tell me I had to reboot the modem as it 'just does that' sometimes. 

Cut to when we moved again in 2005.  I must have been delusional to try to transfer my Verizon internet service again after the last experience.   I waited the requisite two plus weeks but still wasn't connected.  So, I called customer service for help.  I was told they'd look into it and call me back...on Monday (it was Friday) because they're closed on weekends.  On Tuesday, after receiving no return call, I called them again.  I was told there was a problem in the line in my house and it probably needed replaced.  So, my husband and I bought new phone lines and replaced them where needed. 

Still no internet service.  So, I called back again.  This time, I was told that the problem must be a line in my neighborhood.  They'd send a repair guy to check....in one week.  If a line needs replaced, it may take a month to do it.  A week later, the repair guy determines the 'service nodule' or whatever in our neighborhood is full and there's no 'room' for my service.  I'm flabbergasted and call to complain, and two days later another service guy says there is a line that could be used once it's checked out and that he'd mark it 'defective' to save it for me.  A day later, the line is fine and I'm set to be connected.  I gain hope (which is short-lived.)

A day after that, my service is connnected and lasts about one hour.  I call to find out what's going on and am given the same spiel about how I just moved so it's going to take a while.  Sigh.  I go up the chain of command to complain, finally getting to someone who said he'd look into it and get it fixed....and he'd call me back.  A day goes by and no phone call.  I call them back and am told that there was some kind of problem with my service because something was not properly connected or routed or something-or-other and I'd have to have my service disconnected and my account wiped from the computer and then started over fresh.  I'd then have to call them back in two weeks to ask to have my service connected because it would take two weeks for their computer to completely delete the incorrect entries, then I'd still have to wait two weeks for them to process my request after which they'd schedule a service call within the week or two after that.

At this point, I really exploded and asked the service rep how it's possible they have any customers at all with such reprehensible service.  I tell her I want to cancel my account with them pronto, so she directs me to their last-ditch-attempt-to-keep-me-as-a-customer-guy.  He listens to my angry rant, agrees with me and says that having me start over in the line to get service for their mistake is ridiculous.  He tells me he'll take it right to manager and call me back.  He doesn't call back.  Morbidly curious at this point, I call him back.  He tells me that the best, least-work solution for them is if I do everything they suggested and start over my service from scratch to correct their mistake and then wait my turn in line to get reconnected.  I told him where he could put his internet service. 

We got rid of our Verizon phone service as well and are totally free of that dung heap of a company.  They are truly awful and I wouldn't recommend them to my worst enemy. 

Diana