Friday, July 17, 2009

Verizon and FIOS

I'll try to keep this short.
I decided to call Verizon this morning to see if I could take care of a problem that has been annoying me. My neighborhood had FIOS installed about a year ago (perhaps longer). Almost once a week, I get a mailer (sometimes 2!) encouraging me to switch to FIOS. I can't believe the money they've wasted on these mailings to me, not to mention all the dead trees, ink, etc... I tried calling about a month ago to get them to remove my name from the mailing list. Oddly enough, the man told me he could do that, but then just after I gave him my name, I was disconnected. Irony?
I thought, well he had my name, and my phone number so he should have the right information to complete my request. No. A month later, and I'm STILL getting a mailer a week. So I decided to try again.
I spoke with a VERY nice and polite woman. I really tip my hat to her. (note: I think I got a nice person, because I called the "sales" line, and not the tech support). She agreed she could do that, and apologized for the mulitple mailings. Great!
It all went well, that I decided to take care of the next issue with her...
I signed up for Verizon DSL about 2-3 years ago. At the time, I got a price of about $29.99 if I agreed to a one year term. Fine. I didn't really pay attention to the data rate because it was the only one they had. Since that time, my friend and relative who signed up within the year, they had an option of a 1MB plan for $17.99 (which they now have raised to $19.99) OR a 3MB plan for $29.99.
Well, I've been checking my speeds and I'm only getting about 1.5MB, so I thought, I must be on an old plan.
I asked the woman all of the above, and she confirmed that she could switch me to the 3MB plan for $29.99 - GREAT! But....
Tonight I get home, and check my speeds... again, it's still at 1.5MB. I call up again to find out what happened.
Over an hour and a half on the phone, I talked to a customer service rep, who transfered me to tech support, who said there was nothing he could do, because my plan still said 3MB OR 1.5MB - and I had to take the issue back up with customer service. ugh.
I called back, and spent another 30 minutes on the phone (with another nice woman), and long story short, she says she was able to switch me to the 3MB/1.5MB plan.
Really verizon?! These are the plans you offer for $29.99?
1) a 3MB OR 1.5MB
2) a 3MB/1.5MB

Note the use of the plan names... it's not "up to" 3MB it's presented as an "either, or" - how can this be possible?

Verizon - you're at the top of my list now. You have made Comcast look good today. Ugh.

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