Problems w/Verizon - we did NOT get what we ordered and we need to return ALL equipment for a refund:
LIMITED CHRONOLOGICAL ORDER OF EVENTS:
1/10-21/22 Contacted Verizon and spoke with sales person, Jacob Stubbs, regarding a 300 G Arris router plan to replace our existing 25 G jetpack, which had high speed but was throttled down at 25 G, but also featured unlimited data usage. Discussions of different plans and/or options, which included a desk phone with a One Talk option thus allowing both the desk phone and a cell phone to ring at the same time.
2 DAYS OF NO MENTION OF THROTTLING SPEED AT 25G ON A 300G DATA PLAN
1/23/22 we ordered equipment (Arris router and Yealink deskphone) and a plan that we understood would give us 10mbps speed (or close to, depending upon congestion) with a 300G data limit per month cycle. We were told we would have 24/7 customer support with this type of plan. We opted to pay for the equipment outright, instead of putting it on an extended payment plan. 3 DAYS OF NO MENTION OF THROTTLING SPEED AT 25G ON A 300G DATA PLAN
1/24/22 In response to JStubbs questions, we emailed that we are available for setup on Wed or Fri (1/26 or 1/28). We are still uncertain about smart phone.
BILLING FOR ARRIS STARTED THIS DATE AS DID 30 DAYS OF FREE CANCELLATION. 4 DAYS OF NO MENTION OF THROTTLING SPEED AT 25G ON A 300 G DATA PLAN.
1/26/22 Router Installed. Emailed Jacob Stubbs and we decided to buy the smart phone because it was needed for the One-Talk app.
2 DAYS INTO FREE CANCELLATION WINDOW. 5 DAYS OF NO MENTION OF THROTTLING SPEED AT 25G ON A 300G DATA PLAN.
1/27/22 thru 1/30/22 Multiple attempts to gain assistance with desk phone set up, (LINK TO PDF ) also emailed Jacob Stubbs for help and decision to purchase needed smartphone.
6 DAYS INTO FREE CANCELLATION WINDOW. 9 DAYS OF NO MENTION OF THROTTLING SPEED AT 25G ON A 300 G DATA PLAN.
1/31/22 Placed order for smart phone through Jacob Stubbs, BECAUSE the onetalk system that was part of the plan could not forward calls to our existing flip phone. (We ordered a $45/mo plan with a $40 discount, and put the cost of the smartphone on an extended payment plan of $19.99/mo.)
10 DAYS INTO FREE CANCELLATION WINDOW. 9 DAYS OF NO MENTION OF THROTTLING SPEED AT 25G ON A 300G DATA PLAN.
2/1/22 thru 2/4/22 Latoya Smith assisted in setting up the desk phone.
BILLING FOR ONE TALK DESK PHONE STARTED THIS DATE.
8 DAYS INTO FREE CANCELLATION WINDOW. 13 DAYS OF NO MENTION OF THROTTLING SPEED AT 25G ON A 300G DATA PLAN.
2/6 REPORTED SLOW INTERNET SPEEDS via emails to Jacob Stubbs, Latoya Smith, D. Calabrese, B. Kelly to ask who do we contact for help to fix the same. 1ST DAY OF INQUIRY ABOUT SLOW SPEED INTERNET
13 DAYS INTO FREE CANCELLATION WINDOW. 15 DAYS OF NO MENTION OF THROTTLING SPEED AT 25G ON A 3OO G DATA PLAN.
2/8/22 AGAIN REPORTED SLOW INTERNET SPEEDS via emails to Jacob Stubbs, Latoya Smith, D. Calabrese, B. Kelly to ask for help fix the same. 2ND DAY OF INQUIRY ABOUT SLOW SPEED INTERNET
15 DAYS INTO FREE CANCELLATION WINDOW. 17 DAYS OF NO MENTION OF THROTTLING SPEED AT 25G ON A 300G DATA PLAN.
2/9/22 AGAIN REPORTED SLOW INTERNET SPEEDS via emails to Jacob Stubbs, Latoya Smith, D. Calabrese, B. Kelly to ask for help fix the same. Included “screen shots” of low Internet speed. 3rD DAY OF INQUIRY ABOUT SLOW SPEED INTERNET
16 DAYS INTO FREE CANCELLATION WINDOW. 18 DAYS OF NO MENTION OF THROTTLING SPEED AT 25G ON A 3OO G DATA PLAN.
2/11/22 EMAIL FROM D. CALABRESE EXPLAINING “MULTIPLE THINGS THAT AFFECT YOUR INTERNET SPEED.” NO MENTION OF THROTTLING SPEED AT 25G ON A 300G DATA PLAN.
5TH DAY OF INQUIRY ABOUT SLOW SPEED INTERNET
18 DAYS INTO FREE CANCELLATION WINDOW. 20 DAYS OF NO MENTION OF THROTTLING SPEED AT 25G ON A 300G DATA PLAN.
2/14/22 Received email from B. Kelly asking T Jones to open a “Support Ticket” for an engineer to see what the issue is regarding the slow Internet Speed. Jacob Stubbs informed us to call Verizon’s standard phone number for business tech support. (need link to email) This was the first time we were told to use regular tech support for our slow speed issue. PREVIOUSLY, FOR 19 DAYS, WE WERE WAITING FOR DIRECTION ON WHOM TO CONTACT. 1st DAY WE BELIEVED THAT FINALLY SOMEONE WOULD FIX THE SLOW INTERNET ISSUE.
9TH DAY OF INQUIRY ABOUT SLOW SPEED INTERNET
21 DAYS INTO FREE CANCELLATION WINDOW. 23 DAYS OF NO MENTION OF THROTTLING SPEED AT 25G ON A 300G DATA PLAN.
2/15/22 Emailed J. Stubbs, T. Jones, B. Kelly, D. Calabrese and Verizon’s CSG Support with the results of speed tests for our slow Internet. Phoned tech support for assistance. LJ said to turn off the router, unplug everything, wait 5 minutes and then plug everything back in. We were to wait 24 hours to see if speeds had improved and phone back if no improvement. NO MENTION OF THROTTLING SPEED AT 25G ON A 3OO G DATA PLAN FROM A TECH PERSON!!!!
2ND DAY WE STILL BELIEVED THAT SOMEONE WOULD FIX THE SLOW INTERNET ISSUE .
8TH DAY OF INQUIRY ABOUT SLOW SPEED INTERNET
22 DAYS INTO FREE CANCELLATION WINDOW. 24 DAYS OF NO MENTION OF THROTTLING SPEED AT 25G ON A 300G DATA PLAN.
2/16/22 Phoned Tech support again, as there was no improvement. Rose confirmed our geographical area was in the 5G range. She “synced” the router again. No improvement. She noted she would escalate to “deep troubleshooting”, “higher end troubleshooting” and “back end troubleshooting.” She also noted tech support would contact us when they determine the next step. NO MENTION OF THROTTLING SPEED AT 25G ON A 300G DATA PLAN.
3rd DAY WE STILL BELIEVED THAT SOMEONE WOULD FIX THE SLOW INTERNET ISSUE.
9TH DAY OF INQUIRY ABOUT SLOW SPEED INTERNET
23 DAYS INTO FREE CANCELLATION WINDOW. 25 DAYS OF NO MENTION OF THROTTLING SPEED AT 25G ON A 300G DATA PLAN.
2/22/22 No phone call from tech support as promised on 2/16 so we phoned them. Spoke to Brian. After tests on his end he ordered a new router to be sent. NO MENTION OF THROTTLING SPEED AT 25G ON A 300G DATA PLAN. And, since a tech support person issued a new router, we believed the problem was within Verizon’s system.
9th DAY WE STILL BELIEVED THAT SOMEONE WOULD FIX THE SLOW INTERNET ISSUE.
15TH DAY OF INQUIRY ABOUT SLOW SPEED INTERNET
29 DAYS INTO FREE CANCELLATION WINDOW. 31 DAYS OF NO MENTION OF THROTTLING SPEED AT 25G ON A 300G DATA PLAN.
2/23/22 We phoned customer support re billing issue, and questions status of 2/15 service ticket. Jels ‘endorsed the call’ to her supervisors Tessa. Tessa sees new router will arrive later today and will contact “advanced tech” and have them phone tonite before 10:30 to help us connect new router. 10th DAY WE STILL BELIEVED THAT SOMEONE WOULD FIX THE SLOW INTERNET ISSUE.
16TH DAY OF INQUIRY ABOUT SLOW SPEED INTERNET
30 DAYS INTO FREE CANCELLATION WINDOW. 32 DAYS OF NO MENTION OF THROTTLING SPEED AT 25G ON A 300G DATA PLAN.
2/24/22 NO call back received, but speeds have suddenly improved, so we thought something done at the back end by Advanced Tech may have fixed the issue, even without installing the new router. 11th DAY WE STILL BELIEVED THAT SOMEONE WOULD FIX THE SLOW INTERNET ISSUE.
17TH DAY OF INQUIRY ABOUT SLOW SPEED INTERNET
1st DAY PAST FREE CANCELLATION WINDOW. 33 DAYS OF NO MENTION OF THROTTLING SPEED AT 25G ON A 300G DATA PLAN.
3/1/22 INTERNET SPEED DROPPED PRECIPITOUSLY!!!!!!!!
We were unable to contact anyone this week because of our heavy workload, so delayed until 3/6. 16th DAY WE STILL BELIEVED THAT SOMEONE WOULD FIX THE SLOW INTERNET ISSUE.
22nd DAY OF INQUIRY ABOUT SLOW SPEED INTERNET
5 DAYS PAST FREE CANCELLATION WINDOW. 38 DAYS OF NO MENTION OF THROTTLING SPEED AT 25G ON A 300G DATA PLAN.
3/6/22 We emailed Jacob Stubbs to arrange a Wednesday phone call, in addition to billing error, we had tried customer support as he directed and are NOT getting promised call backs and still trying to reach them. LINK TO "NEED PHONE CALL ON WEDNESDAY" 21st DAY WE STILL BELIEVED THAT SOMEONE WOULD FIX THE SLOW INTERNET ISSUE.
27th DAY OF INQUIRY ABOUT SLOW SPEED INTERNET
10 DAYS PAST FREE CANCELLATION WINDOW. 43 DAYS OF NO MENTION OF THROTTLING SPEED AT 25G ON A 300G DATA PLAN.
3/8/22 Phoned customer support. After 2 and ˝ hours on the phone, we were disconnected. A text message was received that the Verizon employee would contact us in a while. She did not call back. 23rd DAY WE STILL BELIEVED THAT SOMEONE WOULD FIX THE SLOW INTERNET ISSUE.
29th DAY OF INQUIRY ABOUT SLOW SPEED INTERNET
12 DAYS PAST FREE CANCELLATION WINDOW.
45 DAYS OF NO MENTION OF THROTTLING SPEED AT 25G ON A 300G DATA PLAN.
3/9/22 Phoned support once again. Edward eventually told us he was having computer issues and would call us back in 3 minutes. He did not. 3 hours later, we phoned a number supplied to us by Tessa. Lloyd transferred us to tech support. Albert, a tech, transferred us to a “dedicated team for wifi.” Dave, when asked about throttling, said it shouldn’t be an issue since we were nowhere near our 300G limit. We believed the problem was STILL within Verizon’s system. He passed us over to advanced tech support. Next we spoke to Rose on the “Advanced Tech Team.” She promised to send us a new 5G SIM card in an attempt to fix the slow Internet issue. She noted she would phone again tomorrow. NO MENTION OF THROTTLING SPEED AT 25G ON A 300G DATA PLAN. And since another tech support person issued a SIM card, we still believed the problem was within Verizon’s system.
24th DAY WE STILL BELIEVED THAT SOMEONE WOULD FIX THE SLOW INTERNET ISSUE.
30th DAY OF INQUIRY ABOUT SLOW SPEED INTERNET
13 DAYS PAST FREE CANCELLATION WINDOW. 46 DAYS OF NO MENTION OF THROTTLING SPEED AT 25G ON A 300G DATA PLAN.
3/9/22No phone call from Rose so we called and spoke to Giselle. She could not forward our call to Rose. Ergo, we decided to wait another day for Rose to call as she had promised.
25th DAY WE STILL BELIEVED THAT SOMEONE WOULD FIX THE SLOW INTERNET ISSUE.
31th DAY OF INQUIRY ABOUT SLOW SPEED INTERNET
12 DAYS PAST FREE CANCELLATION WINDOW. 47 DAYS OF NO MENTION OF THROTTLING SPEED AT 25G ON A 300G DATA PLAN.
3/12/22 Still no phone call from Rose so we phoned “Level 2 Tech Support.” Jericho pulled up our account and informed us that our line was provisioned on the back end, and it “shuttled down” because we had already surpassed the 25G mark of DATA! THIS IS THE VERY FIRST TIME WE WERE EVER TOLD OF A THROTTLING BACK AT THE 25G MARK. He went on to explain that we would experience higher speeds up to the 25G DATA level and then “measured data access” would kick in. THIS IS THE FIRST TIME WE LEARNED “MEASURED DATA ACCESS” MEANT REDUCED SPEED. He also informed us that during that “measured date access” period (of 275G) we could experience speeds as low as .6 (that’s POINT 6) MBPS as opposed to perhaps 10 MBPS during the first 25G. THIS IS THE VERY FIRST TIME ANYONE QUANTIFIED JUST HOW LOW THE SPEEDS COULD GO.
We explained that we had never been told any of this and Verizon’s lack of explanation led us to believe the slow Internet was a “fixable” situation, and had we known this during the 30 day free cancellation window we would have opted out, and if we had known BEFORE we purchased the plan, we would not have purchased the plan. We informed Jericho that we wanted to back out of the entire deal as we had been misinformed from day 1. He said he would escalate this case further because we were over the 30 days. It would be sent up to his manager. He then explained how it would take perhaps a week but he would phone us on 3/19. 26th AND LAST DAY WE STILL BELIEVED THAT SOMEONE WOULD FIX THE SLOW INTERNET ISSUE.
32th DAY OF INQUIRY ABOUT SLOW SPEED INTERNET
16 DAYS PAST FREE CANCELLATION WINDOW. FIRST MENTION OF THROTTLING SPEED AT 25G ON A 300G DATA PLAN AFTER 48 DAYS OF NO ONE ANYONE MENTIONING THROTTLING SPEED AT 25G ON A 300G DATA PLAN.
3/19/22 No promised phone call was received. We phoned Level 2 Tech Support and spoke to Mark. We inquired about whether or not any progress had been made on our issues. He could find no indications initially, then said a “Support Group” noted to an escalation which was being resolved by management. He offered partial “credit”, which we declined for the moment because we needed to talk with management for full credit and equipmnent returns. He told us to call during regular business hours to reach management.
7th DAY WE STOPED BELIEVING THAT SOMEONE WOULD FIX THE SLOW INTERNET ISSUE.
39th DAY OF INQUIRY ABOUT SLOW SPEED INTERNET
23 DAYS PAST FREE CANCELLATION WINDOW.
3/21/22 FINAL ATTEMPT Because we did not get return calls, we called twice again, most recently on 3/21. Donna assured us she was messaging a manager (Michael Johns) and he would call us back. He did not, and an email to our sales rep remains unanswered. We have NO way to reach a manager, and seemingly, no recourse.
1/10 through 1/21 - We have access to a jetpack, but because it is limited to 25G of data before internet speeds drop off, K searched for a different option, to give us more data use for online browsing that would not drop to a near standstill at 25G. He found an ARRIS router, with a 300G limit, on the Verizon website, so called for more information.
Jacob Stubbs was the sales rep, he explained 3 tiers available, 10mbps, 25 mbps, 50 mbps. For our purposes, 10 was fine. He mentioned 'up to', and dependent on signal in area, but said if jetpack works in our area, we'd have sufficient signal. We explained the need for online browsing to NOT hang when we load weather or a map, etc. (Online video streaming worked w/jetpack sometimes, and would be nice but NOT NECESSARY, so even if there was SOME drop-off, near 10 for 300G would be better than the standstill of the jetpack once we passed 25G.) Jacob NEVER indicated that at 25G there would be a similar dropoff that could go as low as nearly standing still (perhaps as a sales rep, he does not know HOW LOW speeds drop?) IF that had been explained, WE WOULD NOT HAVE ORDERED A PLAN that dropped to near standstill at 25G! The #1 objective was some reasonable speed for online browsing!
Because we expected a reasonable range of speed (5 or 6 to 10mbps would suit our needs) we discussed adding a deskphone. The ARRIS could route calls to a desk phone AND a cell phone at the same time, so could potentially replace the 'home phone connect' we also were then using. It was NOT NEEDED, but if affordable, it was worth considering. With 300G of decent speed vs dead slow jetpack after 25G as the benefit, a one time investment in a deskphone model that was compatible with the onetalk system seemed a good option.
After that decision was made, THEN we learned one talk would NOT route calls to K's current flip phone; a SMART PHONE with a one talk app was required. We weren't sure how to handle that, but ordered the 10mbps/300G plan with the ARRIS and deskphone because we were reassured that we'd have good enough browsing speeds throughout the full month.
1/31/22 - After vacillating over best option for the necessary smartphone, and with a good 'bundle' discount, we selected a smartphone, and worked with Jacob Stubbs to place the order. We decided to spread the $600 cost of the phone out on a 30 month plan, but would pay the full cost of the router and deskphone as an upfront investment.
In the pre-purchase discussions, Jacob had also informed us that with this new system, we would have access to help "24/7", putting us somewhat at ease over this huge step into unfamiliar technology for us.
BUT, right from the start, there were customer service problems, we got no answers about WHO to contact about various issues, and then speeds were nowhere near the promised 10mbps.(See "LIST OF DELAYS" in right hand column on this page)
We began speed tests, on the ARRIS and comparing them to the jetpack, to show we were well within range for a good Verizon signal. (LINK HERE TO SCREEN TEST JPGS)
When we DID talk to various techs up through 3/9/22 (NOW beyond our cancellation window) they listened, told us "no worries", assured us they'd help us, "escalated" our issue. NONE told us speed would be throttled when we hit 25G. Some techs 'tried' fixes by sending a replacment Arris router, sending a replacment SIM card, several 'supervisors' promised to call back (and did NOT call), and thanked us for our patience. SO WE WAITED instead of cancelling earlier, because we relied on the promises of a solution from everyone we spoke with.
VERIZON ran the clock out on the 30 day cancellation window, NOT US.
It was NOT UNTIL OUR CALL to support ON 3/12/2022, (after waiting AGAIN for a promised call back that did NOT happen) that we were finally told by Jericho that with all systems running correctly at the back end, our speeds DO GET REDUCED when we reach 25G use, and can go as low as .6. If we had been given this information at the beginning, we would NOT have purchased ANY of the equipment nor changed our service, since our PRIMARY OBJECTIVE was to get a reasonable speed to browse online. If we had been told that by ANY tech earlier, during our 'cancellation window', that speed would be reduced drastically at 25G , we would have cancelled and returned everything then. It makes NO sense to trade the better speed (from the lower priced jetpack) to a slower speed Arris router which ALSO drops off to a standstill at 25G. (In addition, the router AND PHONE will not work at all if the electric goes out; the jetpack continues on a charge for some time and could be recharged elsewhere if there were an extended power outage.)
PHONE NOTES
2/15/22 - 2:04pm we phoned customer support (as directed by JStubbs) LJ can see 3mbps when we should have 10, will sync all networks and refresh network; I need to turn off router (unplug from everything) in 5 min, then restart and check speed for 24 hours. We should call back if still not okay (needs this 24hr check before it can be 'escalated') (AND NO MENTION fromo this tech that speed gets reduced at 25G)
2/16/22 - we called customer support again as directed, to report 'still not okay'. Spoke to Rose; she can see the ongoing problems and 24hr observed after LJ's 1st step of troubleshooting. She confirmed our geographic area is in 5G range, sync'd router again (she called back on L's personal cell, since troubleshooting turns OFF computer and phone.) Still low speed. She is escalating to deep trouble shooting, higher end troubleshooting, and back end troubleshooting. Tech support will contact us via email or text when they determine next step – whether replacement or tech visit, or …?
2/22/22 - NO CALL BACK YET from tech, so we phoned again; first 45 minutes on phone w/Ann, didn't seem to understand the ongoing issue, connected us to Brian. After tests at his end, he ordered a new router, to see if that might be the issue. (The fact that they're swapping out the router gives us cause to think there is a problem that can be solved, STILL NO MENTION from this tech that speed gets reduced at 25G.)
2/23/22 - we phoned Vz Customer Support - 12:30pm, Jels trying to resolve automatic payment taken on 2/10. NO auto payment is set up on the new biz acct, she partnered with support team to find acct; sees the charge – will credit per my rqst (would have applied against business acct instead, NO THANK YOU!)
Multiple times on hold as she reviewed notes, saw prior notes, and beside reversing autopayment, she will ALSO put $30 credit on biz acct (to offset some of the lack of response?) . I asked if she can see WHAT, IF ANYTHING was done on 2/16 as a result of a service ticket that was supposedly set then. She 'endorsed the call' to her supervisor, Tessa, and stayed on line until Tessa successfully reached me.
Desk phone lit up but I didn't know how to answer while I was ON call w/Jels, Jels said Tessa called but a man answered; I realized the call went to Kurt's new smart phone. He walked into the house with phone. I accidentally hung up on Jels when I tried to switch lines on the deskphone, and I spoke w/Tessa on the smartphone. I could NOT figure out how to pick up the call on the desk phone instead. (we have not pursued further 'training' on how to use the phone, since we are still struggling with low speeds.)
Lengthy conversation w/Tessa, as I calmly explained month of problems, including my jetpacks from other jobs which are working FINE when I am within data limits, so I'm worried about their claim about the signal in my area. I stressed I do NOT want to pay for higher speed when they are NOT delivering the speed we ARE paying for and I AM able to get better than that from the jetpack. I explained jetpack reaches 20s and 30s – and I'm NOT asking for or expecting that, but if a “governer” is set to limit our speed to 10 and 'traffic' is the problem, THEY need to set the speed higher so we get 10 most of the time. Currently it's MOSTLY under 5, and only rarely at 10.
She sees replacement order and tracking number 562291090136, ETA 4:30 today. She will send followup email to Advanced Tech to have them call me TONITE BEFORE 10PM (I am NOT avail tomorrow) to help connect new router. The direct phone line, if they don't call me, is 888-881-2622 (NO CALL RCVD)
(for a few days, speeds improved, so even though we had no promised call back to set up the router, we didn't worry about setting up the router. BUT by 3/1/22, speeds dropped precipitously again.)
3/8/22 - we phoned customer support re: bill, over two hours with Trish, and have MOST of the bill deciphered. HOWEVER, the plan we are being billed for is $100/mo, discounted $25, NOT the plan we signed up for, $45 plan with a $40 business bundle discount. UNRESOLVED, we expect to talk to JStubbs tomorrow.
3/9/22 - after a few emails back and forth w/JStubbs, we phoned the DIRECT number given to us on 2/23 by Tessa. That number does NOT reach support, it reaches "Assurian" for phone claims. We struggled through automated options that did not seem applicable until we finally reached a live person, Lloyd. He transferred us to tech support. Albert said the tech dept we reached specializes in wireless PHONES, not the router, and he will route us to the 'dedicated team for wifi.'
We then spoke to Anna, we are ready to try to swap the router, but don't know HOW to get the SIM card out (she helped) and asked WHERE speed is controlled. She can access our account to see the amount of data used, but cannot see speed (so IS she tech? techs in other calls could see speed...) We explained slow speed compared to jetpack. She arragned for her supervisor to call us, and stayed on the line until he reached us.
Dave said he'd been closily monitoring the call with the rep and wanted to jump in. He tried diagnistics and everything seems fine, router may be struggling with connectivity, relys on reception. We asked about throttling, he said it shouldn't be throttling (no where NEAR our 300G) and he'll try to get tech support. (I THOUGHT this WAS tech support, per Albert, who transfered us!)
Now Rose, on the Advanced Tech Team, also told us "since it is wireless, depends on area" (BUT JETPACK IS IN SAME "AREA"!!!) Rose double checked, the network is okay indorro and outdoor, distance from tower is good, no congestion on the line; she will escalate to "network team" and will process a SIM card replacement, which is newer than the current sim card and is 5G ready, so perhaps that will help? (STILL NO MENTION OF reduction at 25G) There will be a charge for the SIM card, and she is applying an offsetting credit.
She will also create a report (# sent to us via text: case ID 6011568854) and will update us tomorrow. Because of our other jobs, we won't be available until after 5, but Rose explained her shift is from 10am to 7pm, so she agreed to call us at 5:30pm. Regarding all of the difficulty reaching tech support, she gave us another "DIRECT" phone number, to reach LEVEL 2 TECH SUPPORT: 800-711-8300, option 3.
Rose then went through billing with us, page by page and line by line, corrected the charges to the correct plan, applied some credit for the slow speed, sees the prior credit given on 2/23 which won't be applied until the next bill.
We also explained we were being warned about full retal cost if we did not return the ARRIS router before a deadline, but because tech had NOT called us back, we had NOT changed it until just now - so asked that she note in the record that we ARE NOW returning the router.
With the bill corrected, we paid the full balance by phone.
3/10/22 - NO call back from Rose as promised, so we called the number Rose gave us for "LEVEL 2 TECH SUPPORT: 800-711-8300, option 3" That reached "INTERNATIONAL SUPPORT"! But we continued even though we thought we had a wrong number (WHY do they call it international?) and got through to Giselle. We acknowledged Rose might have gotten busy w/another customer, we would wait longer in hopes of a call soon or tomorrow instead.
3/12/22 - 2:51pm - STILL NO call back from Rose as promised, so we phoned "LEVEL 2 TECH SUPPORT" "INTERNATIONAL SUPPORT" again.
Jerico pullud up our acct, sees there is an open case (case ID 6011568854) we explained we were sent a new SIM (5G ready) but haven't installed it yet. He said he check further to see if that was necessary. He verified details, agress speed plan at 4 mbps or less is slow, does NOT see any update on the case (yes, Giselle is listed on the 10th)
He checked how the line was provisioned on the back end, and it is 'shuttled down' because we are at 48G data used. We protested, NOT to be throttled until 300G, but he said plan were reduces "quality of service " to "level 4", we only get "premium data access" for up to 25G. DATA is not SPEED, these are MISLEADING TERMS, NO ONE has explained it this way before. Jericho explained we get speeds up to 10mpbs for the first 25G, then "measured data access" , with REDUCED'quality of service' would kick in due to data usage. He 'reprovisioned' it at his end to test congestion again, rather than try new SIM yet. He asked us to watch speeds, he'll call in an hour.
Jericho DID call to check on our speed since he 'reprovisioned'; speeds were near 10mbps now, but since he explained the reduction in quality of service, we asked HOW LOW speeds can go on a 10mbps plan. He informed us as low as .6 mbps. That is LESS than half of the 10mbps, less than 10% of 10mbps, LESS than 1mbps, and NOT enough speed for even simple browsing! NOW THAT WE KNOW, WE NEED TO CANCEL EVERYTHING. Everything we ordered was predicated on the promise of reasonable speeds. Less than 1mbps is NOT REASONABLE.
Jericho said he would escalate this case further, because we are over 30 days it needs to go beyond his supervisors, up to managmeent. He explained it could take a week, and he is not in on 17th or 18th. His Supervisor (Jhoemar?) will get notified and then Jericho will call us on Saturday, the 19th.
Saturday, 3/19/22, Jericho was supposed to phone us, but as of 7:45, has no. So we phoned, "LEVEL 2 TECH SUPPORT: 800-711-8300, option 3" for status on case (case ID 6011568854),
Mark took the call, offered to take over or message Jericho. Because Jericho did not respond to messaging, Mark is trying to resolve the case. When asked IF there are any notes about Jericho escalating the call to MANAGEMENT, he said IF it had been escalated, they would have passed it back to tier 2 to explain how the plan works. He thought he might get the ARRIS router refunded, but more than that would be difficult. It started sounding like the ARRIS and deskphone could be refunded, but we'd need to keep the smart phone. ("everybody knows what a smart phone plan is", WE DO NOT!!! We had a flip phone!) He tried to expound the advantages of the smart phone, I DISAGREED, we don't need the camera, we can text and take calls and that is enough! We ONLY bought the smart phone becasue it was REQUIRED to work with a onetalk plan that the ARRIS came with. Without the ARRIS and deskphone, we do not need and do not want a smartphone. He suggested solving one thing at a time, but ALL THREE ARE TIED TOGETHER.
An hour into the call, he is talking to the support team to see if he can get approval to refund the ARRIS and deskphone, cancel the plan, allow us to return the smart phone and cancel that plan, and switch back to the flip phone. He came back after a hold and said it would be resolved by cancelling ARRIS modem and onetalk and giving us $150 realtime credit. "Support" told him they see an escalation is being reviews by management. But I asked WHO support is, he cannot give me names of support team, cannot give me names of manager.
WE REFUSED this 'resolution' because ALL THREE ISSUES are tied together, and if we cancel ARRIS BEFORE a positive result from management on the rest of it, we are left with a smartphone and more expensive plan that we do not need or want. We need management to resolve ALL THREE TOGETHER.
The call ended with his assurance that NO CHANGES were made, and we would need to call during business hours on Monday to be able to talk to a manager.
Monday, 3/21/22 - 9:26 am, we called Level 2 Tech Support, 800-711-8300, option 3, (aka “International Support”)
Donna answered, I requested to speak to a manager; was put on hold while she finds an available mgr. She returned, manager is engaged w/a client and will call us back. I asked for estimated time, she responded w/in an hour and she will call in 30 minutes to make sure. I asked for name of manager, “Michael Johns” and he has already “approved”. I asked if call was being recorded, and then asked to read a chronology because I was not certain their notes were correct. She allowed me to read the chronology:
We purchased a 10mbps/300G Arris router and desk phone on 1/23, setup approx 1/26.
by 2/6, we began asking WHO to contact regarding low speeds
2/14, already 20 days into a 30 day cancellation window, was the FIRST TIME we were told to contact TECH support regarding speed.
2/15 thru 2/23, we made calls to tech support, with promises of return calls that often did not happen, with promises of escalation, with 'fixes' attempted, including sending a replacement modem, with NO MENTION OF SPEED THROTTLING AT 25G.
2/24 – Last day of cancellation window, speeds seemed okay, so we thought the previous day's tech help fixed something even though we did not change router.
3/1 – speeds dropped again, but we could not call support immediately because of our job schedule, and sent an email to our sales rep on 3/6 to schedule a 3/9 call to get help.
3/9 – we called tech, through multiple wrong numbers and transfers, reached Anna who helped us find the SIM card and replace the router; then Dave, who told us we were nowhere near 300G, so there should be no throttling; then Rose of “Advanced Tech” double checked everything and escalated to a “network team”, ordered a 5G SIM card, STILL NO MENTION OF SPEED THROTTLING AT 25G, and promised to call back tomorrow.
3/10 – no call back, so we called again (Rose had given us “Level 2 Tech support” number, it answers as “International Support”, we thought it was wrong number, but didn't hang up and were surprised to reach Level 2 afterall.) We told Giselle we'd wait longer to hear from Rose.
3/12 – still no call back, so we called again, this is the FIRST TIME WE WERE TOLD (by Jericho) there is reduced level of service and shuttered speeds at 25G.
WE IMMEDIATELY REQUESTED CANCELLATION. He needs to go higher than his supervisor (Jhoemar) to MANAGEMENT, and will call us on 3/19
3/19 – Jericho did not call, so we called again; Mark does not see escalation to mangement, tried to offer some credit/cancellation of Arris and one talk; we declined, NEED ALL ISSUES RESOLVED together, so he said we need to call during business hours.
3/21 – and so we are calling now. Donna thanked me for the information that will help them, and will have manager listen to the recording before they call back. She also asked if our router is still 'intermittent', I said NO, the issue is THROTTLING at 25G, which was NOT what we were promised. She repeatedly said to expect a call back in 30 minutes.
Our comments re: "multiple things that will affect your speed", and STILL NO indication of 25G data triggering reduction.: 2-11-NOT TOLD TECH LIMIT OF SPEED.pdf
JUMP TO: TopAdditional/expanded chronologyTech Support phone callsEmailsPDF docs LIST OF DELAYS - who we called &/or emailed, who we spoke to, who promised to call back (and who did NOT respond...)
1/24/22 - in response to JStubbs questions, we emailed that we are available for setup on Wed or Fri (1/26 or 1/28)
1/25/22 - JStubbs cc'd DCalabrese to check timeslot to "move a whp from personal to new biz acct"
1/26/22 - no response seen from DCalabrese, JStubbs replied "looped a partner in", will call this evening, get to BGCO to whp to biz, and partner will help w/setup and call flow
1/26/22 -we emailed JStubbs, ARRIS router is set up; also decided to buy smartphone needed for onetalk app. Please call us.
1/26/22 - we emailed JStubbs, Ann at BGCO switched both lines to biz acct, ready to talk Friday. JStubbs replied - sees all lines on biz acct, sent message to partner to get a time to setup, will let us know tomorrow.
1/27/22 - email from JStubbs, "partner" (CSG?) will reach out shortly (tonite? in the morning?) to get something lined up for tomorrow.
1/28/22 - JStubbs emailed CSG at 8:19am with our phone # to set up OT today. (I took full day off other job to be available all day, since no specific time had been confirmed)
1/28/22 -8:21am BKelley (CSG) replied, 'she will receive an intro email ... will send over the call invite"
1/28/22 - 10:16am We emailed BKelley- jargon questions, and need to get home phone connect # switched to new desk phone today.
1/28/22 - 2:54pm - STILL waiting, all morning, now well into afternoon, NO word back yet from CSG, so emailed to JStubbs & BKelley - need home phone connect switched. Cannot take another day off work next Mon or Tues, don't know about Wed. (also Q & A exchange about smartphones)
1/28/22 - 2:54pm - STILL waiting, all morning, now well into afternoon, NO word back yet from CSG, so emailed to JStubbs & BKelley - need home phone connect switched. Cannot take another day off work next Mon or Tues, don't know about Wed. (also Q & A exchange about smartphones)
1/28/22 - 3:40pm - JStubbs emailed request to DCalabrese, TCrews, & BKelley to expedite,
1/28/22 - 4:02pm - email from LGooden (CSG) - requesting 'two best days and times next week" to schedule a call. (AFTER we had already been asked and given best two days THIS week, and waited all day FOR the promised call!)
1/28/22 - 4:07pm - email from BKelley(CSG) with excuse for lack of 'slight delay' (re: death of someone last Sunday, funeral today.)
1/28/22 - 4:36pm - email from LSmith(CSG) to set call for Mon, 6:30-7:30 pm (in response to our rqst for btwn 5 and 7 pm)
1/28/22 - 4:52pm - email to JStubbs, we'd like you help place order for smartphone
1/31/22 - emails to/from JStubbs, and call from JStubbs, we placed order for smartphone needed for onetalk function
1/31/22 - 1:57 and 2:17 pm - "condolences" email from DCalabrese to BKelley (and his thank you reply)
1/31/22 - 6:30 'training' call w/LSmith, 7:30 email from LSmith to JStubbs, desk phone and ARRIS router are set up, BUT need to move main business number to a HG, and relayed questions from us re: hidden network and data use that she could not answer.
2/1/22 - 8:43am - email from JStubbs to LSmith, DCalabrese, BKelly, couldn't change number to hunt group, "Any idea on that Debra?"
2/1/22 - 5:24pm - ANOTHER whole day lost - email from LSmith to JStubbs, DCalabrese, BKelley, asking for update and repeating our questions. (NO reply from DCalabrese to JStubbs earlier question)
2/2/22 - 8:25am - email from JStubbs, AGAIN asking Debra for help (and replied to us re: how to check data use, suggested tech support for hidden network question)
2/2/22 - 8:56am - email from us clarifying question and NOT avail today, will be home tomorrow (Wed, snow storm expected, won't travel)
2/2/22 - 7:47pm - END OF ANOTHER DAY with no progress: email from LSmith to JStubbs, DCalabres, BKelley asking for update on moving phone number.
2/3/22 - 11:16am - email from JStubbs, we need to reply to an approval he just sent to add the hunt group, no cost to us. We replied 'done' at 1: 24pm (and smart phone delivered, need help w/that, too)
2/3/22 - 4:23pm - FINALLY email from DCalabrese replying to JStubbs 2/1 morning rqst for help, "call me.."
2/3/22 - 4:27pm - we emailed LSmith (+ cc'd DCalabrese, JStubbs, BKelley) asking for status
2/4/22 - multiple emails to/from JStubbs, and call w/JStubbs to activate smart phone, and questions about desk phone
2/4/22 - (NEED TO FIND HANDWRITTEN NOTES, phone call w/Vince, tech support, helped get us get onetalk app onto smartphone.)
2/4/22 0 4:24pm - email to LSmith, ccd to JStubbs, we need help - no user manual for deskphone and don't know how to use , support links do not work,
2/4/22 - 4:37pm - JStubbs replied 'should be ready to set up'
2/4/22 - 4:48pm - email to LSmith, please call?
2/4/22 - 5:45pm - (FIND HANDWRITTEN NOTES from call), LSmith emailed phone and app user guides
2/4/22 - 07:55pm - email from DHobbs(CSG) w/invoice and 'statement of work' (which was not done!)
2/5/22 - 2 auto generated order approval emails from donotreply@verizon (don't know what for, presume re: new phones/system)
2/6/22 - 9:42am - we emailed JStubbs (cc LSmith, DCalabrese), had short call w/LSmith but have more questions, and now SLOW SPEED on Arris, WHO do we contact 2/6/22 - 4:02pm - auto generated "update was made on your account"... "change in or creatin of a one time passcode delivery option" ... "if you did not request these changes...contact us immediately" BUT it is SUNDAY afternoon, and the phone number provided reads our number as 'business' and directs us to call back during business hours!!!
2/6/22 - 4:21pm - because we cannot reach anyone, we emaild LSmith, DCalabrese, BKelley, and JStubbs, WHO IS AROUND TO HELP 24/7? 2/7/22 - 10:53 email from DCalabrese, cc'd to JStubbs, LSmith, BKelley, apology and rqst BKelley to take lead and get training scheduled.
2/8/22 - emails to/from LSmith to schedule training for Fri, 2/11
2/8/22 - emails to DCalabrese , ccd LSMith, JStubbs, BKelley, eariler questions NOT answered - who did what to our acct on Sunday, WHO DO I CONTACT, WHAT do we do about LOW SPEEDS? 2/9/22 - email to DCalabrese, ccd LSMith, JStubbs, BKelley, we sent details and screen shots of LOW SPEED - WHY, and how to fix? 2/11/22 - 8:21am - AUTO PAY was taken on home phone connect acct (but we had been told that was stopped and we'd get final bill by paper w/adujstments from acct changes!)
2/11/22 - trainng w/LSmith, and desktop app training slides
2/11/22 - email from DCalabrese (ccd LSMith, JStubbs, BKelley) "multiple things that will affect your speed" but STILL NO explanation of 25G data triggering reduction. (and still no clear answer on WHO to contact when help is needed.) (LINK TO 2-11-NOT TOLD TECH LIMIT OF SPEED.pdf )
2/11/22 - 12:50 - email from DCalabrese (ccd LSMith, JStubbs, BKelley) asking JStubbs to "assist" 2/14/22 - 6:26am - email from BKelley (ccd TJones, LSMith, JStubbs, BKelley, DCalabrese) asking TJones to open Support Ticket for Engineer to see what issue is re: speeds. (Further confusing us - DCalabrese asked JStubbs to help, but BKelley stepped up instead, so WHO IS our contact? BKelley asked TJones to get Engineers involved re: speed, so does CSR take care of speed?)
2/14/22 - 10:36am - email from TJones to CSG Support (ccd BKelley, DCalabrese, JStubbs) asking SUPPORT to contact us about troubleshooting slow speeds. (reinforcing, maybe CSR has the engineers that take care of this?)
2/14/22 - 10:44am - email from JStubbs to TJones (ccd to us, to CSG Support, to BKelley, and to DCalabrese) asking us to call Verizon's standard phone number for biz support or tech support, they should have the tools. (THIS IS THE FIRST TIME WE WERE TOLD TO USE REGULAR TECH SUPPORT for our SPEED questions. We were previously dealing with the Biz side, and CSG, and ASKING FOR AND WAITING FOR DIRECTION.)
2/15/22 - 12:06 pm - we sent email to JStubbs & TJones, cc CSG Support, BKelley, DCalabrese, w/speed test comparisons, billing concern, WHO is point of contact, etc, AUTO REPLY FROM TJones, out of office until 2/21
2/15/22 -8:18pm - WELCOME (?!!?), from MDowler, w/ router setup guide, 24hr support hotline for "setup and installation"
2/23/22 - we called 12:05(see PHONE notes in left column).. First Jels helped w/billing, then connected to "supervisor" Tessa. She will send note to advanced tech to have them phone us to set up new router (due to arrive by 4:30 today.) (NO CALL RCVD) (speeds temporarily increased, so we did NOT call or email for several days. Speeds dropped drastically, but we skipped a few more days due to other job requirements.)
3/6/22 - 10:33pm - we emailed JStubbs (Sun pm, to reach him on Monday morning) Still working on speed, tech has NOT called back but I'll try to call them Wednesday, but NEW PROBLEM: just received first bill and it is WAAY higher than expected and we can't decipher charges. PLEASE CALL WEDNESDAY MORNING. email: please call 3/9 3/7/22 - email from Myles Robison, introducing himself as our “Customer Success representative” from CSR in partnership w/Verizon
3/9/22 - email to JStubbs - PLEASE CALL
3/9/22 (see phone notes) Rose promised to call back on 3/10 - she did not call
3/10/22 (see phone notes) Giselle will send note to Rose - Rose still DID NOT CALL
3/12/22 (see phone notes) Jericho will call back SATURDAY, 3/19 (his hours are 3 - 11p) As of 7:45pm, no call back so we called
3/19/22 (see phone notes) Jericho did NOT phone back by 7:45pm, so we phoned, spoke to Mark, issue NOT resolved. We need to call next during business hours.