Signed up for a Verizon upgrade for home line last week. Much faster speeds than previous DSL as SpeedNet confirms. At a lower cost. Cannot beat that.
But what’s the middling ISP rating of 3.4 for?
Probably because many folks are going through this experience
a) The outside line drop was supposed to take place last Saturday. Wednesday, the Verizon truck arrives. Thought the job was done while we were away Saturday. “Oh, may be they wired the wrong house”. (wow!). Are we allowed to water the lawn you are uprooting? “Just call us back and we will replace whatever does not grow back” (more wow!)
b) Inside job scheduled for yesterday between 10-12. Wednesday night get a confirmation call. Nice. 10.15 am get a call “You tech is running late. Should be there in 15 minutes” Thanks for the update. So far so good.
1215 I call back. “That time was just an estimate. Your tech is having issues at his previous install”. At 1 another tech shows up. Takes him a good 5 hours but we have FiOS service.
c) at 7 pm, after tech is long gone, we discover one of the restrooms near where he worked has no electricity. Try the circuit breaker routine. Dead.
d) 8 pm Call Verizon help. Usual help desk routine – want more info from you then they provide. Sends me an email “You recently contacted the Verizon Fiber Solution Center regarding your voice service over FiOS. My objective was to provide you with outstanding service. As promised, I am providing links to the Verizon website that will assist you with managing your voice service in the future. “ It is signed “FiOS Solution Center Team” and has the ominous “This message was sent from a notification only email address that cannot accept incoming email messages.”
What does this have to do with the electricity problem? He ends my call with “Dispatch will contact you within 24 hours”. No I yell at him - just get that very tech back for 10 minutes and he may know exactly what he tripped or cut. But the rep was too busy gathering even more info about our household.
e) 10 pm – Check Ticket status on line. Error message “Module MSA Trouble Ticket is temporarily unavailable.”
f) 7 am today – same error message. Time to call dispatch and go through another likely runaround.
After thousands of these installs, I am surprised at the sloppiness of the process. 3.4 out of 5 ISP rating is generous at least for the install process.
