Verizon CSR: Faster DSL Will Burn Your House Down

Update: Reader’s DSL Upgraded, House Still Not On Fire

Michael would like some faster Internet tubes to run into his house. He would be happy to give his ISP, Verizon DSL, money to provide this service, but he can’t. He writes that repeated calls to Verizon’s sales line resulted in a series of answers that disagreed with each other, culminating in a call where the rep quite sincerely informed him that Verizon cannot give him faster DSL because it will burn his house down.

He writes:

I’ve been a Verizon DSL customer for seven years between two addresses. I currently have 3MB dry loop DSL for $34.99 with NO contract. (it expired a year ago). Six months back I found out a friend of mine in my same zip code just upgraded to their faster speed, 7MB at a rate of $42.99 per month. I called Verizon the same day, asked to renew my contract and upgrade to the new speed. I was told that it wasn’t available at my address, which is in the same zip code, but they sure can offer me 5MB for $49.99. After the run around, I politely declined and left everything be.

Fast forward to last Wednesday, 12/2/09. The summary? Seven phone calls, 1 hour and 42 minutes between 11:50am and 12:42pm. What did that earn me? Absolutely nothing but utter frustration and torture.

I checked my address online and hooray, 7MB is available for my address, and for $42.99 with contract! Call #1 ended up me being told that I can in fact get 7MB but for $49.99. I declined and said no thank you. Call #2 told me that 7MB was not available, only 5MB, and it also was $49.99. I declined and called back a third time. Call #3 told me I can upgrade to 7MB but only online as “they have different specials we don’t honor over the phone.” The problem? My address states it has 7MB available… as a NEW account. If I log in my account and choose to upgrade, I can only order 5MB. I call back again, and a couple calls routed me to either the Philippines or India, and I politely hung up in frustration even before I started a conversation.

Now call #7 took the cake. At this point I was livid and called to cancel my service. I politely told the agent in retention why I’m in the department and I hope she could be my end all to the madness (I truly wish I could remember her name, but I sure as hell won’t forget her voice) The woman told me 7MB is absolutely 100% definitely not available for my address. She couldn’t explain why I could order it as a new account but not as an existing customer. The next part takes the cake from every reply I’ve ever heard. I directly asked “why is it I can open a new account with 7MB but I cannot order it as an existing customer?”. Her response: “your home cannot handle the 7MB speed. If I put in the order for 7MB, it will burn your house down”.

I kid you not. I asked her to repeat it, and she was 100% sincere. Ordering 7MB DSL for my house will cause my house to burn down. She offered me the 5MB service for my same price, $34.99 if I renewed my contract. At this point I was flabbergasted by her comment, was not taking her seriously anymore, and ended the call.

Last night surprisingly I get an email about my Verizon account. My rates are being raised to $36.99 “in the next two months” for my current 3MB service. I called back last night as a last ditch effort to fix this madness. I wanted to take the offer the prior rep quoted me, the 5MB DSL for $34.99 with 1yr contract. I immediately chose the option for cancelling, and spoke with a Wendy in the Pittsburgh retention call center. After 45 minutes, her supervisor, and a sales agent conferring, nothing was accomplished again. I was told the prior agent left no notes, it’s as if I never called before, and the rates I’m telling her do not exist. Oh, and I still can’t get 7MB at my address.

Seriously, is Verizon asking me to close my account? I have absolutely no idea what to do at this point. I’m trying to pay Verizon more money and sign a contract, and they act as if they don’t care!

A well-crafted EECB has worked on Verizon in similar situations in the past. The CEO will surely be delighted to hear how his front-line staff are turning away extra money from an existing customer.

Comments

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  1. fantomesq says:

    So cancel the service and sign up online for the 7MB. Why keep beating your head against the wall?

    • Loias supports harsher punishments against corporations says:

      That classic trick hasn’t worked for years. A carrier knows you had service with them even years after ending service. They can rightly say you are not a “new” customer if you had service with them within the last few years. The only way that could really work would be to start service with someone else for a while and re-contact Verizon stating you were interested in switch back to them if they did such and such.

      • EatSleepJeep says:

        With DirecTV and DishNet, one can use the name of another person living in the house. As long as the names are different, they treat it as a new hookup and fully eligible for all specials. I also have firsthand knowledge that using you middle name as your first can work as well.

    • trentblase says:

      Concur. You’ve talked to the cancellation department twice now without 1) getting what you want or 2) canceling. At this point they know you’ll keep your service no matter how much abuse they dish out. The answer is to actually cancel. You may need to have someone else in the household or a friend sign the contract, though.

    • trujunglist says:

      there’s probably a connection fee of like $50 or something to do that, even if they did allow it to go through.

  2. MikeF74 says:

    I don’t have DSL so don’t know the specifics, but I’m betting Verizon only hands out equipment to new customers (and doesn’t spend money on customers it already has). I bet the higher speeds require new equipment — equipment they have zero interest in giving you since they already have you.

    • admiral_stabbin says:

      That is how the cable modem racket works. As an unwitting Internet-only customer of one of the crappier cable companies in existence (Mediacom), I can say that is how they operate. They use equipment that is such junk as to even be unidentifiable at times (e.g. the last cable modem I had with them before canceling their service once and for all).

      Now, in the land of DSL…even an old Cisco 678 (see: 10 year old DSL modem) can train an 8Mb downlink. Also in the land of DSL is a significant more complex system for service speed qualification. You can have two phone lines in the same house that will not qualify for the same speed (due to overall length of the “loop” between the phone company equipment and your phone jack). Add in multi-family dwellings (i.e. apartment buildings) and things get really crazy.

      This sounds like Verizon has outsourced their customer service to Sears.com. These days, even Qwest and Mediacom are more with it than this…

      • cynical_reincarnation says:

        Those Ciscos are very nice devices.

        I’d get DSL service, but ive seen how bad it can get in an apartment…

    • shinseiromeo says:

      They don’t really “have me”. My contract expired January 2009, so I’m almost a year past contract. I could easily switch to another provider. I have either Comcast or a local cable company to choose from.

      • SecretAgentWoman says:

        I’m guessing that cable could double the 7mb speed for just a little more $$, so why on earth are you still monkeying around with Verizon? My cable offers 5, 10 and 15 MB tiers.

      • katsuyakaiba says:

        I would call the cable company up, explain “I am VERY VERY Unhappy with my current high speed DSL. I was wondering if your company can make me happy.” and see what hoops they jump to try and get you as a customer.

        Comcast as a option makes me wince personally.

    • shepd says:

      Anything over 8 Mbits would require new equipment. DSL started out with a maximum of about 1 mbit using proprietary equipment, but this person has 3 mbits, which would put him on G.DMT, which is good to 8 Mbits. Over 8 Mbits would require ADSL 2(+).

      Now, that being said, to get this person from 3 mbits to 5 mbits would already be a stretch if their line stats aren’t great, getting them 7 mbits will be nearly impossible unless they can actually see the DSLAM from their house. Of course, I can, so I get 6 Mbits (Would have 8 Mbits, but I’m officially limited to 5 Mbits on my plan, but they screwed up and I’m not telling). Of course, it might be easier to get them 7 Mbits over ADSL 2, but that’s only a maybe. ADSL 2 actually performs worse than standard ADSL on certain types of poor lines.

      Unfortunately, without line stats (available from better modems), I can’t help. If he can get his attenuation, and amount of FEC errors/errored seconds, RCO %, etc, I’d be better able to say just how screwed or not he is. Some people benefit from buying an ADSL 2 modem to use on their ADSL line because most of them can do certain advanced features to squeeze a little more out of a bad line. Of course, this doesn’t help if its limited at the DSLAM.

  3. ThyGuyX says:

    “your home cannot handle the 7MB speed. If I put in the order for 7MB, it will burn your house down”.

    That totally made my day. I’m still giggling at that. why can’t I have customer service people say these kind of crazy things to me?

    • coren says:

      Not even that him getting the service would do it, but the order itself would. Does Verizon have an on call arsonist?

    • Bohemian says:

      This is why broadband, cable TV and wireless phones need to all be classified as public utilities and regulated as such.

  4. captadam says:

    “1 hour and 42 minutes between 11:50am and 12:42pm”

    I have to hand it to Verizon: they are so efficient that they squeezed 1 hour and 42 minutes into a 52 minute time span!

  5. lawnmowerdeth says:

    Maybe the house fire is just an unintended consequence:

    Faster DSL -> more porn downloading -> increased amount of friction…. -> fire!

  6. Loias supports harsher punishments against corporations says:

    Does this mean his friend, who currently already has 7MB service, can SUE Verizon for providing him service that endangers his home and himself? Seems to me a clear cut case of negligence if Verizon knows full well that it’s service has a guaranteed consequence(remember, the CSR said “will” not “might”) of burning down his house. And since the CSR admitted it, it’s considered willful neglect, which comes with far harsher penalties.

    I just hope he recorded the conversation so he can bring Verizon to justice.

  7. rickatnight11 says:

    Shit, my 20Mbps/5Mbps FIOS connection has taken out two houses and a shed so far…Mike really should take these reps more seriously. They’re professionals after all.

  8. dpeters11 says:

    Gives a new meaning to “Blazing fast” Internet.

  9. axiomatic says:

    I would have smartly replied, “well you see I have installed special flux capacitors that run at 1.21 jiggawatts to be able to handle the power of your 7Mb product.”

  10. MDSasquatch says:

    I know I am going to get blasted for this, but here goes anyways. I had Verizon for phone and internet & Comcast for cable. I wanted to combine and waited and waited for fios to come into my neighborhood. We had a minor phone issue a few months back and asked the technician when we could expect fios, he said that it wasn’t even on the drawing board for our neighborhood. Reluctantly, we switched to Comcast’s Triple Play.

    It has been two weeks and so far, I love it!

    • katsuyakaiba says:

      Why would you get blasted? Granted, Comcast’s record has been less than stellar but if you’re getting good service both customer and product wise, more power to ya man. It’s good to be happy, right?

  11. TurboWagon00 says:

    I cant speak to the house-burning qualities of Verizon DSL but if they say your house can only get a certain speed, believe them. I spent hours and hours over two month’s time trying to get “3 Mbit” service out of them as an upgrade to the previous year of 768kb service which worked fine. Ended up getting downgraded back to 768 because the service in the area was just that craptacular. DSL is very distance sensitive.

    • bwcbwc says:

      If their tech support says you can only get X speed, believe it. If their CSR/marketing team says you can only get x speed, don’t believe it.

      The other side is that maybe the loop to your house really IS too long to support 7 Mb/s. A lot of time the marketing website will happily offer a generic user a service level but when you go to apply for your specific location, it runs a finer grained filter and says “Whoops, that service isn’t available in your area.”

      I still say it’s time to spend a couple of years with your local cable company instead. If you’re really mad at Verizon, cancel your land line and go with VoIP from the cable company, too.

  12. medfordite says:

    Verizon is bad at keeping records of who they talked to and to make matters worse, even though you have a specific extension for a CSR, I can almost guarantee you that they will never be able to transfer you to them.

    As for notes, as a former phone CSR, unless it is company policy to document EACH call, it most often isn’t documented unless the CSR is motivated either through pure frustration with the customer, or if it is in their opinion to note an account.

    Verizon is a good company in my opinion for wireless and the hardware quality of their cell phones, but not in terms of customer service. They need to revamp their customer service ethics. My wife was trying to get started with them, there were some identity issues and credit issues which had to be taken care of first in their credit department (Think prior bankruptcy a few years back.), we sent the documentation in and had a record by fax of receipt, but it got lost in the electronic void. I did manage to get a hold of a very nice rep there who ACTUALLY took responsibility for our situation and even gave us his PERSONAL cell phone number to call if we had any further issues. Sadly, I lost the number months back, but we tested his limits I am afraid to say in the terms of solving our issue. Not even Executive contact worked in our case. As for the rep we dealt with, we pushed his skills to the test, and he even went beyond the call of duty to help us. Never had to call his cell phone number, but it said a lot for the rare gems you do run across from time to time there.

    As for burning down a house, that is a first I have heard of that for boosting internet speed. In terms of technicality, they place a cap on the speed you are paying for. To increase it, they click a box or enter a command in the computer to move the speed cap up some. Wires won’t get hot enough, nor will the equipment all of a sudden combust due to extra data going into the modem. :)

    • cynical_reincarnation says:

      Yeah, at the very most the connection just wont connect.

      Maybe it wont connect at 7mbps, but it might at 6.5 or 6.

      I don’t know about Verizon’s tools, but the ones I used to use gave a decent amount of flexibility in tuning a connection. The trick comes down to the minimum guaranteed speed.

      (As a side note, someone that is unnecessarily rude to those that manage internet speeds may find their internet speeds reduced to minimum.) (I don’t do that work anymore either)

    • falafelwaffle says:

      I am pretty sure that giving his personal cell phone number, while nice, is completely illegal if he answered it while off the clock.

    • FLConsumer says:

      Verizon Wireless != Verizon Online != Verizon landline. Completely different companies, completely different CSR systems, etc. Verizon Online by far has the worst CSRs, Wireless the best IF you happen to hit the right call centre.

  13. fischju says:

    As said by TurboWagon00, DSL is very location sensitive. The service relies on substations that come down to individual phone lines on a street, and the quality degrades the further out you get, meaning lower connection speeds. I have AT&T DSL, and the service is unavailable for people just a half mile down the road for me. I was also at 3mbs briefly but the connection quality was terrible so I was downgraded to a stable 1.5mbs

  14. Brazell says:

    I usually have horrible experiences with Charter, that mirror this, but recently I bought a new modem and Charter gave me a free upgrade from 20Mbps service to 60Mbps service. I didn’t think it’d be legit… but I did a speed test and it consistantly hits 55 – 58Mbps.

    Sorry to rub it in :(

    • lawnmowerdeth says:

      They gave you the new 60meg for free??? I heard they charge $120/mo for that.
      I just upgraded to 20 meg… No fair.

  15. Razor512 says:

    I have dealt with verizon a lot. you have to call them, and try to get transferred to a manager (no the manager will not be much help but you can get transferred to a higher level manager or a network specialist who can make changes to your account and give you the 7mbit connection.

    PS verizon is able to actually give much more than 7mbit over a standard DSL connection, when they were making changes to my line, for a few minutes I was getting nearly 22mbit/s up and down before everything went to 3mbit/s / 768 (which gives a speed test of 2800kbit/s down and 720kbit/s up)

    and I live at almost the edge of verizon dsl’s coverage

  16. aka_mich says:

    Step 1: Faster DSL
    Step 2: Consumerist.com
    Step 3: ????
    Step 4: Raging Inferno

    Did I get that right?

  17. krescendo says:

    I had similar where after talking to them at least 6 times, they couldn’t find any record of them. Even better was when I told them about the state one of their techs left my phone lines in, she told me it was illegal.

    It’s hard when you’re pissed off, but I’d love to know the reasoning behind her prediction of DSL-induced combustion.

  18. The_Fuzz_53 says:

    The FCC should yank Verizon’s license to do ANYTHING until they get their customer service and billing departments revamped so that they resemble something that is somewhat competent. The systems they have know should be considered criminal and people need to go to jail for them.

  19. lukesdad says:

    Wow. While there are no words to describe the ridiculous notion that faster DSL speeds can burn your house down, I may be able to shed some light on the varying prices, etc. as a seasoned Verizon DSL (and now FiOS) customer. Please note I’m not trying to justify anything, just reporting what I have observed.

    The difference between $42.99 and $49.99 for the 7MB service was the same thing I dealt with at one time. The $42.99 price was for DSL service that co-existed with traditional home phone service. The phone service was – at a minimum – an additional $30 or so. All for a service I would never use, as I went cell phone-only a long time ago. $49.99 was the price for the dry loop service (i.e., no home phone) which the OP says he has. They do not advertise that fact anywhere on their web site and it took me countless calls to Verizon to finally figure it out. The only thing they will ever advertise is that $42.99 price.

    As for the speed, be careful. I had the 3Mb service as well, but usually only got around 2.5Mb. Good enough for what it was, but when I tried the 7Mb service I still couldn’t break 3Mbps despite being about 2,500 feet (as the crow flies) from the Verizon office. Thankfully, right about that time was when they started deploying FiOS so I got hooked up on that instead ($54.99 without home phone service, btw).

    Now, I know I could have dropped Verizon for another provider on principal, but when the only other game in town is Comcast… well, need I say more?

  20. BenChatt says:

    I don’t think we’ve pondered all the angles here. What happens if he finally gets the service and it DOES burn his house down. That’s how it would happen in a sitcom.

  21. mmcgown says:

    His experience sums up why I gave up Verizon several years ago. After I did, they called to ask me why and were completely unable to understand that it was because of their own incompetence.

  22. nacoran says:

    Why did you hang up on the foreign rep without having a conversation? Xenophobic much?

    • shinseiromeo says:

      OP here. I’m very familiar with Verizon. I worked there for two years. The rep would have transferred me to the local office in Pennsylvania or Delaware. Anyone not there is for tech support and would be unable to help me.

  23. BillKula says:

    This is Bill Kula, a Verizon national media spokesman commenting on Laura Northrup’s story about our customer Michael trying to increase his DSL-based Internet speed with us.

    First, our DSL service introduced 11 years ago (and our fastest DSL service of up-to 7.1 Mbps offered two years ago and now available to 10 million households) is very safe. I can’t speak for the alleged words of the Verizon sales reps with whom Michael spoke, but do not take their comments literally. When you use our 7.1 Mbps service, you don’t need to call out the fire department for heaven’s sake.

    Michael got poor service over the phone and should not have had to spend so much time simply trying to get information on our dry loop DSL service. We owe him better and we will use this case as an exercise in serious coaching of our members of our team. We’d like to continue providing Michael his high-speed Internet service.

    Customers can get lower dry loop DSL pricing when ordering online as compared to speaking to a rep at a center. That’s one reason the rates provided to Michael are higher than what you will see in the following URL about our DSL pricing:

    http://www22.verizon.com/Residential/HighSpeedInternet/Plans/Plans.htm

    As you can see, online pricing for dry loop DSL is $19.99 for our up-to 1 Mbps service; $29.99 for our up-to 3 Mbps service; and $42.99 for our up to 7.1 Mbps service. Some related links on this site provide additional info. about our free modem offer for online orders, plus our free Wi-Fi service for our 3 and 7.1 Mbps customers.

    I’m asking Laura or Michael to send me Michael’s home address so I can have it checked out to see which speed is in fact available. For privacy sake, you can send it to william.kula@verizon.com.

    For all readers of the Consumerist, rest assured, our DSL-based service provides great value for the speed as compared to our competitors. And when you use it, your house won’t look like the over-the-top photo that supports the original story. — Bill Kula, APR

    • PsiCop says:

      I’ll say it, if no one else does … kudos to you, Mr Kuda, for the solid response.

      • BillKula says:

        Thank you. We’re not going to hide or run away from issues when we deliver poor service. We did speak to customer Michael today, and we’re expecting to confirm for him this Sunday, Dec. 13 if he can get the up to 7.1 mbps serivce or not, based on an engineering review of the distance his residence is from the nearest DSL-enabled central office. We apologized for the poor service, and we now have an opportunity to improve from this experience with Michael. — Bill

      • PsiCop says:

        Woops, Kula! Sorry!

    • stuckinms says:

      I’m glad you’ve responded to this ridiculous situation Michael had to go through. I don’t think anyone took the rep seriously when she said 7MB DSL would burn his house down. I think readers were appalled that a rep would say something so ludicrous and obviously untrue.

      • BillKula says:

        We’ve personally spoken to Michael today, and are working to confirm which speed — either our up to 3 Mbps or up to 7 Mbps service he can get, based on engineering reports. We’ve apologized to Michael — he and other customers shouldn’t have to endure this type of service — and we apologize for the poor service. We owed Michael much better.

  24. XTC46 says:

    I worked for a company that leased lines for DSL to us. Their online tool is crap, and only uses street names etc to determine speeds, depending where on the street you are, you may not be able to get the highest speed. This happened a lot.

    Perhaps the guy should have just listened to the first reps, who while may not know the technical reason he cant have 7mb connection, knows they cant sell it to him, and have 0 reason to not upgrade a person and get them into a contract.

  25. BarbiCat says:

    What the…
    I can’t even…
    But that’s impossible…

    Is Verizon trying to tell him that their speeds are just too ‘blazing fast’?

  26. DontCrossMe says:

    In this case the customer wants faster service. DSL has limitations on distance NOT ZIP CODE. If your house is over the limit you CAN NOT GET faster service. They can in the future upgrade the lines and put a new service station in between you and the last one and it gets boosted/repeated with a new signal so your distance gets cut in half.

    Im sure they explained this many times but you were stuck on ZIP CODE. If you wanted the price and it was available on verizon’s website then you have to order it on the website. If they say you have to call then its to verify distance to your home. This way you don’t get pissed off when they say it will be 7MB and you only get 4.9Mb maximum.

    • shinseiromeo says:

      DontCrossMe, OP here.

      I’m not stuck on the zip code, and I’m well aware of the distance issues with DSL service. I’m an ex two year VZ employee.

      My issue is I can open an entire NEW account with MY SPECIFIC address online for 7MB service, but when I try to do it, it says the address already has service. When I log into my account to upgrade, it says 7MB is magically not available. As stated above, calling does nothing but get me the runaround from yes and no answers that it is available, to a range of prices.

  27. AK47 - Now with longer screen name! says:

    Hey, OP, are you sure it wasn’t Comcast? Because their cable box did in fact try to burn our house down. Succeeded only in shocking the shit out of my husband and frying our TV and projector.

    (Though I will say that as much as I loathe Comcast customer service, once I finally got someone to understand that their equipment almost fried a real live human, they were quite prompt in making it right.)

  28. Bort says:

    i wish i could get away with telling customers this where i work, i’d probably be fired (into the aforementioned house of fire no less)

  29. mandy_Reeves says:

    this kind of thing happened to too only with netzero. They told us that a rep from India would have to fly to New Jersey to climb my telephone pole and check for a working signal

  30. itsalwaysme says:

    Wow… this is so why I don’t like Verizon. I am happy to be Verizon-free for several years now.

  31. SacraBos says:

    She’s right. In order to get 7MB, you’ll have to get FIOS. In which case the installer will probably drill through and electrical panel and burn you house down.

  32. duncanblackthorne says:

    Dump them and get internet from a different company. It’s obvious they have no respect for you as a human being, let alone as a customer, and will tell you any lies they want just to try to trick you into doing what they want you to do. Screw them and their service, cancel, tell them in no uncertain terms why, and get service from another company.

  33. ian.adrift says:

    I have worked for a large cable provider for the last year and a half, and I can say that there is almost a 100% likelihood that they know exactly who you spoke with. Where I worked, any account that had even been touched by one of the reps had a stamp showing when they touched it, and what they were looking at. This information was viewable by any employee. However in my experience, it was very unlikely for a customer to call in and be told who he or she was speaking with before, that way employees don’t get pestered by repeat customers (not that this is good, but this is how it is). I’m sure the company can quickly find out who took that call. And again, at my cable company, every single call is recorded. Every single one.

  34. warped says:

    What’s the problem? She wanted to get you off the phone. When you work in customer service you sometimes have to lie to get the customer off the phone. Her job performance is based on how quick the call is.

  35. falafelwaffle says:

    That is a funny quote.

    As far as the address thing, are you entering the full address online or just the zip code? I know that with my parents’ house, there is broadband internet available in their zip code but not for their particular street (or the streets nearby) because it is a very rural area and only actually available in the “city” part.

  36. BillyDeeCT says:

    I know in my state there are a variety of companies that are authorized to offer DSL as a alternative to the monopoly phone company. This is what I ended up doing when the local phone company couldn’t give me the service I needed. It sounds like Verizon customer no-service is no help (as Clark Howard would say).

  37. MrHacks says:

    “I’m givin’ ‘er all I goot, Capt’n, she can’t take much moore o’else she’ll explode!” –Scotty

    Wouldn’t it be awesome if they did give him what he wanted, only for him to die in a fire because his interent was too fast? Sort of like sticking a 120 watt lightbulb into a lamp that only allows a 60 watt maximum and a bad cable.

    Some people really want their Darwin award.

  38. bwcbwc says:

    Time to deal with the other evil empire: The cable company.

  39. baristabrawl says:

    Dear Verizon, Thank you for not bringing service to CO. The temptation to actually use it might overwhelm my sprinkler system. Best! ‘Brawl

  40. thomas_callahan says:

    The 7 new/5 existing thing is because when you sign up for a new account, you sign up for “up to” however many MB/s, then when they actually provision your connection you’re told the real speed they’re able to do at your location. I moved my business about 4 years ago, and had an existing Verizon 3mbps DSL connection at the old location, but after putting in the move order they contacted me and said they could only do 1.5mbps in the new location, but they’d be upgrading equipment in the area in a few months. This was a 3/4 mile, same zipcode move in a city. I said OK, checked back 6 months later, and was bumped up to a full 3mbps. Kind of annoying that I had to call to remind them, but whatever.

    Point is, you sign up for “up to” 7 but they don’t actually check to see if you’re capable of that until they go to set up the account so they say 7 in the signup process to everybody. If you’re upgrading they already know what your max speed (5mb) is since your connection already exists. I don’t think you’re going to get 7 out of them no matter how much you complain, at least not until they upgrade their equipment somewhere. It may feel like you’re getting 2 different stories but it’s really not.

    A zip code can be a big area, DSL subdivisions (whatever they’re called) are much smaller, so while your friend might have 7mbps 1/2 a mile away, your specific connection might not be up to it.

    Now, how a DSL connection can start a fire, that one I don’t have an answer to! Coming from a retentions person who are supposed to be some of the most knowledgeable reps I can only assume that was someone having a bad day and taking it out on you, especially since they left no record of the call.

  41. Winteridge2 says:

    That is just idiotic enough to make a great verizon commercial.