Verizon DSL Internet slow for years, problem finally solved.

March 14, 2013 at 08:24:06
Specs: Windows 7, 8gb
My girlfriends family has had Verizon DSL for atleast 6 years, two of which i have resided with them. the package they were provided was one of the lowballs, 3down/0.7up. we recently had a cascading 'echo' issue that was JUST resolved about an hour ago thanks to my demanding an in-house tech to come and examine the line itself.

we were experiencing huge lg spikes and periodic disconnects over the past 3 months, occurring every 10-30mins resulting in huge packet loss and frequent/almost regular losses of access or blackouts lasting minutes at a time. before these 3months the lag spikes were common and it was becoming habitual for us to reset the modem about once a week or every few days.

after much discussion between her and i, she recalled that every time she ran a speedtest she had the result of around 45ms/1.5mDN/0.3mUP whereas now we have 27ms/3mDN/0.7mUP. this was achieved by the tech inside of only 15minutes by disconnecting the line than ran to our attic (where our bedroom is and where the DSL modem resided for atleast 5 of those years).

now, she has reported this slow connection off and on for years but she is more the type to complain more to herself and when she did call they would analyze the line (Line Test Analysis) and then say the problem was resolved.

- My Question is this: Verizon clearly has not followed through with the issue and have avoided, up until my extreme agitation and the 'net becoming unusable, any serious consideration of the problem. clearly the attic line was the problem and i'm glad it's resolved but i feel as though her family has missed out on about 40-50% of their investment and i know that nothing is 100% effecient but this loss of access/reduction in speed is obvious and unacceptable. how should Verizon be held accountable?

mind you, i am not seeking legal counsel or a professional opinion but i feel that for this to have gone on for nearly 6 years is outrageous.


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#1
March 14, 2013 at 10:23:45
now, she has reported this slow connection off and on for years but she is more the type to complain more to herself and when she did call they would analyze the line (Line Test Analysis) and then say the problem was resolved.

Whenever she called, the 1st level support who had her on the phone would remote into their modem (located in her house) and run a diagnostic. From their point of view, everything was likely running perfectly. Keep in mind, they weren't connected for hours/days at a time so it's unlikely they would see what you did from the other side of the modem.

As you state above, she's more likely to grumble and complain to herself than call the provider and say, "Hey, I've called about this 3 other times now and every time you say it's OK but it's not. You need to send a technician to my house and get them to have a look and hopefully fix it." So truthfully, it's not their fault that this went undiagnosed so long. Any judge would rule in Verizon's favor as they made "reasonable" attempts to diagnose/fix the issue.

You did what I would have done.....called and said "Hey, you've looked at this remotely a dozen times but it's still broken, send someone to fix it now!" Had she done this years ago, it would have been fixed all this time.

I doubt there's anything you can do to recoup the money you've spent. What I would suggest is, if you have other providers in your area other than verizon you could sign up with somebody new and leave verizon thereby depriving them of your money. That's about all you can do.

It matters not how straight the gate,
How charged with punishments the scroll,
I am the master of my fate;
I am the captain of my soul.

***William Henley***


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#2
April 18, 2013 at 23:53:51
As much as I despise the ISP's, and the way they do business, and hate defending them, the problem is very likely to be the wiring in the house, which isn't their responsiblilty. Try using an inline filter. It's a little fob that plugs into the phone jack, which in turn has 2 more phone jacks, one for the phone, and one for the internet connection. You dont have to have the phone plugged into that, if it's elsewhere, but connect your modem to the internet plug, it filters out interferance from your phone.

I'm a toxic agent, on a dangerous mission so secret, that even I don't know what it is, because if I did, I would have to kill myself.


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