kristin (layered) wrote in bad_service,

This actually happened a few days ago, but I've been repressing the memory (and knitting a hat!) so I hadn't posted it yet. You can read my past adventure with Verizon DSL here. That all got cleared up, and we had our service reconnected. I was happy as a clam. For about a month and a half.

And then, on Tuesday, I got back from shopping and the internet wasn't working. I took a deep breath, tried the usual troubleshooting stuff (power-cycle the modem, restart everything, make sure all the wires are connected and that the IP address didn't weirdly get reset - sometimes it does that, I don't know why.) I know a little about computers and the internet, not as much as I'd expect techs to know. I can't get it to work, so finally I call Verizon DSL's tech support.

The representative I spoke with was impossible to understand. It wasn't an accent - normally I can deal fairly well with accents - but it was that he mumbled and grunted every word he said. After several minutes of holding the phone so tight to my ear that it hurt and deciphering what he was saying to me, he told me that it was a Billing issue, and I would have to call that department in the morning, that they were closed for the night.

I thought, "Oh no, not again."

So I wait until the next morning (passing the time by watching American Psycho and The Life Aquatic with Steve Zissou, for the record) and then call the billing department. After frantically explaining the situation, the woman informs me that it's not a billing issue, it must be a technical problem.

... o-kaaayyy. I hang up, and call the only other high-speed internet provider in the area - Charter - to change service. I've had it up to here with Verizon.

Until the cable gets installed, though, I decided to call tech support back and see if I can get the DSL working. I do like my internet. So I get a very nice tech on the phone who, after only a bit of fussing, helps me. The problem? We had to reset our password (I have no idea why). That's ALL. Two days, almost two hours total spent on the phone, because we needed to reset our password.

I just... there are no words.
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