Three (Million) Blind Mice? Still Figuring it Out...
Written: Apr 07 '07 (Updated Apr 27 '07)
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Pros: Fast, easy to install
Cons: Tech support, installation takes what seems like forever, customer service is very bad
The Bottom Line: Give it a try (as many times as possible within 30 days). If you don't like it, send it back within 20!
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| mistyblue1's Full Review: Verizon Online DSL (Eastern US) |
Verizon Online DSL
NY
Price $24.99* (See update at the bottom)
(So they say - It's been less than 30 days, so I haven't gotten the first bill yet. The price is supposedly discounted because of a qualifying phone plan.)
I decided to use Verizon Online DSL for a few of reasons: 1. I was still in the dark ages using dial-up for $25.90 per month and the price kept going up. 2. When I wanted to either listen to music or watch a video clip (that could have only been 2 to 4 minutes long) it took over an hour. 3. The ability to chat on the phone while surfing the Internet.
Customer Service (See update at the bottom)
In signing up for the Verizon Online DSL, the customer service was excellent and the representative seemed knowledgeable. However, she (or just the inner workings of Verizon) messed up many other things about my account (ranging from voice-mail to call intercept). It took over a week and a half to figure and straighten everything out.
Installation
Installation is a killer. Not because of complication of connecting it in the house, but due to the time it takes to install on the computer. It took over an hour, so I hope I don't have any problems that cause me to have to re-install on this computer. (The installation disk allows installation on three computers.)
Connection
As advertised, the connection should be "up to 3.0 Mbps," however, I think mine is faster. The only downfall is that if you're someone like me who turns off your computer, when re-establishing the Internet connection logging on is like having dial-up - it seems to take forever.
I've had a few problems thus far, including:
* I changed the password to my account, which should have updated automatically in Verizon's system - or so I thought. The next time that I tried to log in, I couldn't. For two hours the system just told me I couldn't connect and to try again later. I called tech support to find that the new password was not updated in the router.
Tech Support
Tech support, at least the technician that I spoke with, was a nightmare in its own right. It took over an hour for the technician to figure out and direct me on how to correct the problem - and I'm technologically capable. I had to correct him several times.
*Also, on two occasions I have also been unable to connect to the Internet because of problems with Verizon's servers.
E-Mail
E-mail is accessible through Microsoft Outlook Express; however, I am more comfortable with my other methods, so I continue to use them. It seems to work fine and I have yet to have a problem receiving or sending messages through the service.
Security
Verizon has an optional (for an extra fee)security feature - Verizon Internet Security Suite. It runs a firewall, anti-virus protection, anti-spyware, parental controls, pop-up blocker, privacy manager, and other services. It's very effective and definitely worth the money (priced at $4.99 per month).
Miscellaneous
There are other miscellaneous items that come with the service; for example, Verizon Online Help (I've never used it yet), Verizon's homepage (which, except for the ability to check your account online, seems useless because it's cluttered and not user friendly), and a Verizon Search. All of the miscellaneous have shortcuts that are created on the desktop of your computer after installation.
Overall
To conclude, I love the fact that once DSL gets going (connects fine and stays working), it's GOING. It's very fast. However, it worries me that it has gone down already and I've had it for less than 30 days. (I'll have to update this at a later date.) I hate the fact that the one experience that I've had to have with tech support leads me to believe that they're not as competent as they should be.
As long as the service stays connected, the speed stays the same, and the charge is correct on my bill I'll be happy. Otherwise, it will be time to change services - again.
****UPDATE***** The price was not really $24.99 as the representative misrepresented; it is $29.99 with the qualifying plan. There was, however, a discount on the price of the "qualifying" phone plan of $5 (making up for the difference, but it's not the same. Should I change the plan after a year, the discount does not apply.)
*****UPDATE***** Customer service is officially "terrible." When I contacted the billing area of customer service regarding the charges on my bill for DSL, the representative was outrageous. She told me the real price for the DSL and refused to credit my account for the amount that was overcharged for the qualifying phone plan. She then told me I was lucky because I "should be charged $37.99" for the DSL. When I questioned her statement, she said, "Oh, I shouldn't have even said that. You're right," and remained silent.
Caution Be careful when dealing with the representatives of Verizon because it's clear that they may have a problem telling the truth. I should have known something was wrong when I requested the details of the arrangements to be e-mailed to me in writing and then I never received them as promised by the representative making the changes to my account. (I only received a confirm that I had ordered the DSL.)
Recommended:
Yes
Amount Paid (US$): 29.99
Version Number or Year: Unknown
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Epinions.com ID:
mistyblue1
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Location: New York, NY
Reviews written: 29
Trusted by: 0 members
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