I was sucked into Verizon Broadband Access in January 2008 at a cost of $59.99 per month plus various taxes. For these past eight months, I have had to tolerate their substandard and erratic internet access. I tracked the majority of the connections using "statistics" and the fluctuation in kpbs received. It would fluctuate on a consistent basis every second from zero to a maximum of 636 kpbs. This was not acceptable and I started to complain about this erratic connection since May, 2008. I have since discovered the following:
1. this type of connection is very different from cable network's wireless connection. The Vereizon connection uses a actual telephone number and any connection largely depends on how close you are to a cell tower. This is the first overlooked detail that they fail to explain to you, when they shove the contract in your face to sign.
2. In my situation, when reporting the problem, the techies said that my erratic connection was due to the signals bouncing between two towers. So, this is another little detail they fail to disclose.
3. An actual problem ticket was established back on July 21. The techie said they had to "elevate" the problem to a local techie. The local techie would get back to me within 48 hours. Well, today is August 27, 2008, and I am still waiting for the local techie to contact me with the solution.
4. This last is by far the best detail that Verizon very, very, cleverly avoids discussion. I went into my local Verizon office equipped with the letter below and basically asking to please cancel and waive the cancellation fees due to non-resolution. Well, they again said they would call me back. Miraculously they did. Of course they would not waive the cancellation fee. But, what they did tell me, is that because I exceeded 5 G, their back office deliberately slowed down my system delivery(internet feeds).
So, bottom line, please think very hard, do your due dilligence, read everything they ask you to sign, and if you don't want to be ripped off, go elsewhere with your internet needs.
August 27, 2008
To: Verizon
Fr: Verizon VIP Customer
CC:
• Office of the Attorney General, State of California, Department of Justice, Consumer Affairs, Attention: Public Inquiry Unit, P.O. Box 944255, Sacramento, Ca. 94244-2550
• United States Senator, Barbara Boxer, Consumer Protection Division, 312 N. Spring Street, Suite1748, Los Angeles, Ca. 90012
• Eric Bever, Mayor, City of Costa Mesa, via email @ ericbever@ci.costa-mesa.ca.us
• Additional special interest groups, such as AARP
Re: Broadband Access Problem – Ticket #000-000 erratic wireless connection
Where do I start to describe this ongoing issue:
May 8, 2008 – this is the initial date on which, I communicated my wireless connection problem to Verizon Wireless. This communication, sent via email (copy attached) asked about the extremely erratic wireless connection I had been experiencing with Verizon Wireless Broadband Access. Verizon NEVER responded to this email.
July 16, 2008 – the erratic wireless connection was not an issue for two months, as I traveled. However, upon returning from my travels, I resumed a daily connection to the internet via Verizon's Broadband Access. Unfortunately, I again experienced the same extremely erratic wireless connection. Consequently, I called Verizon's Technical Support this day. Initially, I was told that my option to solve this problem was to purchase a voice line for $20.00. This made absolutely no sense to me. Esther, a Verizon employee, could not explain what this option was and transferred me to Kris. I again explained the problem. Kris established ticket #000-000. He indicated that he would investigate the problem and personally get back to me in 72 hours.
July 21, 2008 – Since July 16 was a Wednesday, I assumed Verizon's technicians did not work over the weekend and did not expect a call until Monday, July 21, 2008. By 10:00 AM I had not received a follow-up call, so, I took the initiative to follow-up. Dominic, who took my call, explained, after he reviewed the ticket, that there was no determined solution. However, he further explained, that their department, after conducting a few tests had forwarded this problem to “System Support”. Apparently system support determined that the “signal” was bouncing between two towers and was causing the slow, erratic connection. He further indicated that possible solutions were to 1. Adjust my system, or 2. Change my configuration. Before deciding on what option to take, the problem had to be elevated to a “local technician”. This local technician would contact me in 48 hours or no later than July 23, 2008.
Page two
Verizon Ticket #000-000
July 29, 2008 – more than 72 hours have transpired and I have NOT been contacted by anyone from Verizon. My Broadband Access continues to perform erratically.
August 27, 2008 – I am still waiting for the infamous phone call from a “local technician”.
The erratic wireless connection persists, as reported on May 8, 2008. I have not received any follow-up to this problem.
It appears that after waiting almost four (4) months for resolution on this connection problem, Verizon does not have either the interest or ability to correct the problem. Consequently, I wish to sever this contract and have all fees waived for the following reasons:
1. I am paying $59.99 per month for sub-par service. In other words, the specific service that Verizon sells is not worth $59.99 per month.
2. When I initially spoke with one of the three or four Verizon technicians, I was informed that I could expect a data receipt range of 400-600 kbps. However, in tracking the Verizon “statistics” on the “session information” screen over the past four months, the kbps rarely exceeds 383 kbps. Furthermore, this 383 kbps is the “maximum” in most connection sessions. The receipt fluctuates from 0 kbps to the maximum in continuous basis and severely impacts my work on the computer.
3. On January 22, 2008, when I purchased this service, I was not informed that I was signing a two year contract. The receipt was shoved in my face by one of your inept salespeople with no explanation whatsoever, of the terms and conditions of this service, or of the details on how this service is supposed to work. Now, if the service worked or if, my four month complaint was addressed and resolved, I would not have an issue.
4. I have lost time, money, and patience with Verizon.
I respectfully request that this service, costing $59.99 with sub par performance with no resolution in four months be cancelled and any cancellation fee be waived on September
Submitted and Signed on August 27, 2008
Meryl
Costa Mesa, California
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