Below is a story of my attempt to upgrade my internet and all the fun along the way.
|Peterson kindly informs me how I’ve been shafted for 5 years.|
|Peterson seems to disagree with the phone support rep.|
Next morning: I wake up around 9am and ahoy! No internet. Okay, so this must be them upgrading. Should only take a few hours. I get back from work at 8 and still no internet. So I call. One hour later I’m told that I’ll have internet by tomorrow morning. Then he says end of the business day. Then he says tomorrow by noon. Then he corrects himself yet again, settling on “end of the business day”. Maybe he was a new guy, or maybe he just didn’t have a clue. Or both. He also lets slip that the connection to my house is good for 7.1 Mbps so I should be getting that by the time the upgrade is complete.
So now it’s Friday, today. I wake up and still no internet. But that’s okay. I go to work, come home at 8 and low and behold there’s still no internet! So I call again. I might as well have Verizon support on speed dial at this point. They say “midnight at the latest”. I wait until 10. At this point my parents are fed up. I have a phone that I tether to my computer to access the internet. I offered it to them to use, but they wanted the internet they were paying for. They call and the support rep says “midnight, maybe tomorrow morning”.
Well, he shouldn’t have said that. As someone who has worked in phone support before, “maybe” is never the word you want to use. That’s not going to make a happy customer. Aggravated my mother continues to speak to him and 10 minutes later the internet comes on. How magical! So I run a speed test.
|Thank god I upgraded my internet!|
Holy cow! Look at that, they upgraded me from 3.1 Mbps to 4.06 Mbps, and my upload speeds remained the same! Somehow this doesn’t seem like the “7 times faster” I was told about.
Still on the phone, I ask why I’m not getting the speeds I was promised. The gentleman looks into it for a half hour, calls me back, and tells me that it’s been forwarded to the networking team. I should receive a call back withing 24-48 hours. I’m going to bet on the 48 hours.
Why Verizon support does not use some sort of code or ticket system is beyond me. Every time we called we had to deal with the same automated messages, the same hold times, and the same basic troubleshooting like “is the computer connected to the router?”
There is no continuity in what support reps will say. There is no organization.
The fact that we had to become noticeably aggravated by the ordeal for anything to happen is the worst part of it all. I tried my best to be polite and patient with the reps, but apparently that wasn’t enough to see any real action take place. Instead it was a seemingly endless ride of transfers, holds, scheduling, and “maybe”s.
I tweeted at Verizon and Verizon support a few times since the beginning of the ordeal. JB has yet to get back to me.