We have been having an issue with intermittent internet service for over a week now. Speedtests show its all or nothing so it is not a "busy time of day" as verizon CS is trying to tell me. We know what that looks like. It is not that its a slow connection its that we have full 15 mbs down load one minute and the next we have 0mbs. This is a new problem that emerged 7-10 days ago and we have neither changed any devices used in the house, their frequency of use, or anything else that CS is trying to blame us for.
We have continuous connection to the router but still get "no connection" errors on page loads every 5-10 minutes. Meanwhile it appears we have full connection to our router. now call me crazy but this seems like a line problem with fios either on the line or at the house before it goes to the router.
I called yesterday and was very nicely helped by Rick who walked us through troubleshootng to included resetting our router which we did not feel was the problem. We humored Rick and the script he must be following from verizon and he was ery nice, helpful, and was clearly LISTENING to our issues adn explainations of what was happening. But after all that, our problem continued. We waited 24 hours to give our attempted fix a chance to no avail.
I call CS again today only to get Marsheila who was LESS THAN HELPFUL and outright disinterested in our plight. I went through the issue again as if she didn't have a record of our call the day before. She continued to tell me to try the things I had already attempted with Rick the day before....again clearly not even listening to the issue I was explaining nor the troubleshooting that had already been done. She continued with busy times of day and all that garbage....long story short she said that she would order us a new router to be sent to the house. No explaination that WE had to install it...not that we can't but what the heck are we paying verizon for anyway?????
I am very unhappy with verizon customer service and tech support!!! I do not believe their attampts to help their customers are anything but half hearted. We have been long time verizon customers and they get a good percent of our income each year but I am ready to switch to Time Warner now!!!! With ur internet service goes our phone business as well!!!
I would like to talk to a service MANAGER but I don't know how to do that withoutspening 15 to 20 minutes talking to the robo operator again... Any suggestions?