DSL speed issue and bad customer service

I am having horrible issues with DSL speed and connectivity. I am constantly being kicked off the internet, or it runs so slow that it times out. I called Verizon because after a month of this issue, I've had enough. I attend online college, so this is a more than "I just can't surf Facebook". After speaking to the representative, I just was so frusrated I hung up on him. I am pursuing a degree in IT. I'm not stupid when it comes to working with computers. I have one laptop, and three smart phones that use the wi-fi, but very rarely are they ever all on at the same time. I do not have the laptop wired into the modem. I know that using a wireless connection will result in a slower speed than a wired one, but not drastically. My speed test results are constantly fluctuating, but they are typically low. I am subscribed to the High Speed Internet Enhanced plan. My last speed test showed a ping of 132, download of 1.05, and upload of .63 (screen shot saved). At this point, between the constant problems on the landline for years and now being told to "close web browsers and delete files to free up you HD" as a method of solving this issue, I am really fed up with Verizon and their service. My landline is only established for the DSL. If this issue can't be resolved I can find internet elsewhere.

exchange may be saturated... request that they check the dslam and possibly reroute you to a less busier one. i live in a rural town outside of dallas and went through issues similar to yours more often than not. after consistently hounding verizon to the point that my "issue" was esclated all the way up to corporate, the matter was somewhat resolved but i ask... did i really have to go that far to get things fixed? hope this bit of info helps.

Similar Messages

Slow speeds - Also very bad customer service so fa...

Hey
Basically I was with plusnet, we had good download speeds, not the best but decent for my area - Perivale.
from speedtest.net
1/17/2013 5:08 PM GMT
80.***.***.**
4.14 Mb/s
0.54 Mb/s
25 ms
London
Around June time we had road works, electric company updating the lines under the road, we lost internet connection for 2 days before it came back on.
6/25/2013 5:09 PM GMT
80.***.***.**
1.33 Mb/s
0.75 Mb/s
25 ms
London
< 50 mi
We lost alot of speed, I started tech support with plusnet who after a week, found out there was a fault with the line and was gonna get BT to look into this.
But midway, we decided to change providers to BT, since our phone line is through BT, easier to have everything under 1 roof as they say.
Having spoken to the Sales agent, and agreeing the migration, I was forwarded to tech support in the UK where I told him about the problems so they was aware of this before we moved.
After speaking to him, it was agreed that after migration, I would wait
1 month, for the line to stable, before any support can begin. Which is fair enough.
Month later, speeds didn’t improve, my speed was ranging from 2.2-3mb, 2mb short from the download speed I was getting.
13th August - I rang support in India, followed his instructions, changed modems, splitter, etc. Then he told me to take the faceplate out and put the modem in the test socket, which I followed. I did mention the road words, and that’s when the problem started, but he was convinced it was a problem with my end. And said he will ring me back after 2 days.
15th - the received the phone call back - According to him, the line was stronger. But I mentioned to him there was no speed increase, it was still slower. Tried different modems, listened to his excuses and having to listen to him explain how a broadband works (btw im a computer engineer, so I already know), I just indulged him" I just said, what ever makes you happy, lets do it. I know what the problem is, just do your checks and get it sorted". So we decided to leave the modem in the test plate for another 4 days.
19th - I received another call, asking me to do a speed test, the speeds came back the same. After 30 mins going though the same checks, I was told I will get a phone call back in 2 days time.
21st - I got a call from a level 2 tech - saying my IP profile is low, it will be reset but will take 4-5 days to settle, leave the modem on, etc. I still explained the problem first occurred when we had road works and digging near the cabinet. But nope, they are determined it’s my internal fault. So I followed more instructions. My modem is untouched, in the test socket, and 4 days into the profile reset, no difference. Well upload speed has gone down lol.
Tomorrow I will ring them, and let’s see what happens. I am at a point where, I am regretting moving to BT. plusnet support was really good uk based. But I have faith this will get solved.
Oh ye also
23rd around 16:31 - I got a phone call from a lady from India, pretending to be BT. She knew I had speed issues and a BT line, and customer services had contacted me. When she said "Sir, your computer is sending out viruses and has caused damage to some servers. I require a small payment and wanted me to open a link she emails me so she can access my computer to fix it"
I smelled a scam, I told her, that I was tracing the call, that I was an engineer and im going to contact the police, where she hung up immediately.
However that made me wonder, how did she know I was having a Speed problem, that I was in contact with BT and I had a BT broadband?
Speedtest done today
Download speedachieved during the test was - 2.98 Mbps
For your connection, the acceptable range of speeds is 1.2 Mbps-4 Mbps.
IP Profile for your line is - 3.08 Mbps
Anyways
Any suggestions how my line can be sorted, much appreciated.
I shall keep you informed, as I will get another call from the tech support tomorrow.
Cheers
Hiren
P.S - most roads in my area already has infinity, but not my road, which is annoying as hell. I can walk from my door, 2 min walk and that house has infinity lol

welcome to the BT community forum where customers help customers and only BT employees are the forum mods
do you have a hh4? if so can you go to hub manager then troubleshooting then logs and when router conencted to internet you will see the noise margin and connection speed - can you post please
if not HH4 can you post the adsl stats from your router may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or use a-z, if netgear enter 192.168.0.1) .
Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal
Someone may then be able to offer help/assistance/suggestions to your problem
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

DROID 3 KEYBOARD AND BAD CUSTOMER SERVICE

Hey everyone,
I didn't seen a location for Droid 3 discussions so I'm here. The keyboard on my Droid randomly stopped working one day. Certain buttons either don't enter, enter multiple times, or bring up a completely different screen. I went to a Verizon store and received terrible service. The employee was more concerned with chatting with her coworkers than helping me. She proceeded to tell me that I just need to "pop my battery once a week to rest my phone" and that it was "working fine." As soon as I walked out of the store I tested the keyboard. Still faulty! Has this keyboard problem happened to anyone else? I need to find out how to actually receive help as well and get my phone working.
Mind you, I've only had this phone a few months.
Thanks!
-Sam

I want to add to my earlier comment from before...
Going to the local Verizon store to get this fixed, or to get their help is totally worthless. You have to talk to someone via the phone. The store employees will look at you like you speak a whole other language.... Another thing I would like to add is that my problems with this issue became much worse with two separate phones after I went through an xray machine at the airport on two separate occasions. I have no idea if it's just a coincidence or if something about an x-ray machine messes around with the phone. I just don't know. But it's frustrating.
I did follow the advice of the Verizon Customer Service guy in this thread that said to load the phone in safe mode (ahhh, just like working with the crappy Windows PC) and I did see that it worked better in that mode. Again... this is the physical keyboard I am talking about... not the virtual. I need the physical keyboard which is the only reason I bought this phone. When the physical keyboard starts wigging out its upsetting and my time becomes wasted. I have to delete text that I never typed because the keyboard is adding and deleting things that I never typed. I have since deleted 90% of all my apps that I've added. That was about 9 apps btw. Not very many. Even paid apps. I was sorry to see them go but I need a working functional keyboard. Out of the box the thing works great, but over time it starts to get Alzheimer's or it gets schizophrenia. Both are not pleasant to deal with.
This text was not typed via the phone - it was at my computer. Time saved with a working keyboard was approx 20 minutes. Time = $$

ANOTHER Lenovo Y50 case defect issue and terrible customer service

I don't normally do forums but have been so infuriated by Lenovo customer service I felt obliged to sign up and share my experience.
I bought a Lenovo Y50-70 in November 2014. Within one month I noticed a small plastic part near the hinge was missing (i.e. I noticed the other side was intact and how it should look). I sent this to Lenovo for repair and received a call 5 mins ago to say this won't be repaired under warranty and that I will have to pay for it. This is absolutely outrageous and from the number of posts on this very forum it appears this is a common defect with this particular case. I asked the customer service rep if there was anything he could do and all i received was a very short blunt manuscript response, exhibiting no intention to help. I am not prepared to pay for shoddy design/workmanship and so my only option offered was to receive the laptop back unrepaired.
This is absolutely incredible that a company as big as Lenovo can treat their customers in such a fashion. Unless an administrator on this forum wishes to investigate this matter (as it's currently still with Lenovo repair centre) I certainly won't make the mistake of buying or recommending a Lenovo again.

So Lenovo/Medio have had my laptop for 20 days now. 2 weeks ago I was told they wouldn't repair it under warranty and would return it unrepaired. Still nothing. I called customer service yday who promised to investigate and get in touch. Nothing. I called again today, same response i.e. would investigate. It seems there is a huge communication problem between Lenovo and their Medion repair centre.
I am now looking into a legal resolution as surely under the sale of goods act it is illegal to retain an item for so long despite no repair actually taking place. You would also think Lenovo would have the decency to offer to repair the small damage (which I was quoted £80 for) as compensation for delay. But alas no, what Lenovo know about customer service is less than 0.
The fact a representative hasn't even bothered to respond on here is testimony to their lack of care and respect for customers.
Yours truly
Another Totally Annoyed Frustrated Lenovo Customer

Problematic Motherboard MSI Z68a GD80 (B3) and bad customer service

I opened a support ticket at MSI's support site (http://support.msi.com/index.php?mod=questions&dop=reply_list&question_no=102573) and still waiting for a response since last week. Not only that, but there is no way you can talk to customer support and you can only submit tickets online. What if your PC is not working because of the MSI motherboard? How is then the customer able to talk to customer support?! eh!!!?!?!???
To describe the issues I experience I will copy-paste some of the info from my existing support ticket....
Recently I noticed that my new PC's performance degraded considerably, without me having made any changes to its settings, software or hardware. After extensive testing I realised that the RAM was faulty so I replaced it with new DIMMs which I tested again and work correctly. However after replacing with new RAM (memeory is in the "approved" list of the motherboard) the PC's performance is still very slow, especially when it comes to hard disk access. So I tested all, memory, hard disks (checkdisk, defrag, and also used WesternDigital utilities to check all disks) and all tests came back fine. I also checked all BIOS settings and re-installed all Motherboard drivers to ensure that the issue was not due to a damaged driver file. But none made a difference. So given that everything appears to be working correctly and all tests for individual components come back as normal, I uspect that it's the motherboard to blame.
In addition to the above the PC has now started behaving strange too: when rebooting pc restarts..and then turns off and then on again and off again. ...or it restarts but then does not boot at all. Just now i turned it off and then on again and the pc behaves as if it boots up but nothing is showing on the screen. not even the bios.
Once, when i turned on the PC and when logged into windows I got a popup saying "you have booted from your second BIOS rom. Please update your BIOS using Live Update". I then went to live update and it said i am running the latest BIOS.
The issues exist also outside the OS. I also tried to boot from Norton Ghost DVD and take a backup from there and see the backup speed (which normally takes an hour). It took 2-7 times more, depending on the PC's "mood". I also tried booting from a DVD into Windows PE (pre-installation environment) and tried to take a disk backup from there too. Same issue everywhere.
I did various tests with Western Digital to eliminate the hard disk, and all come out fine. I even formatted the hard drive (low level format) and reinstalled a fresh OS. The problem was still there and the mouse pointed would stutter when the disk was active.
Another thing I noticed which might help: sometimes disk to pc/disk-over-network file copying works at a reasonable speed. But local-disk to local-disk copying is very slow and affects the mouse pointer and overall pc performance.
I use this PC for business so it's critical that this is fixed asap or that I am sent a replacement motherboard promptly before I send this one back so that I am not left without a working PC.
Any suggestions?
My spec:
   * CPU brand, model and speed: Intel i7 i2600K 2.5 GHz
   * Motherboard model: MSI Z68a GD80 (B3)
   * Memory brand, type/speed, size, number of sticks: Kingston KHX1333C9D3B1K2/4G (2 sticks x 2 Gb each. total of 4gb)
   * Video card brand, chipset type, memory size: XFX 7600GT 256MB
   * Hard drive(s) brand, size, type, speed: Westerd Digital Velociraptor 600Gb
   * Operating system and version (including if 32 or 64bit!): Windows XP SP3 32bit
   * Power Supply Unit brand and output in watts and DC output (amps) - OCZ 650W

Quote
Well on the MSI UK website that is the only support which is listed for motherboards! Global or not, that's the one listed there.
Yes, I know. But there is an E-Mail Contact listed for RMA procedures. When you go to the Global support site:
http://ocss.msi.com.tw/
... you'll find the same E-Mail contact address listed under the heading
Quote
If you live in the following country and have any request about RMA, please go to Online RMA Request:
Quote
Ok, I will contact both the reseller and send an email to the email address you mentioned and see what happens.
Quote
In fact the reseller has an online system specifically for returns and as per UK distant selling regulations their system does not accept any returns and won't allow you to make a returns request after 28 days from the date of purchase. ..and given that I've been dealing with these issues for 10-14 days weeks now I am not sure they will allow a returns request. But I will contact them and see what they will say.
Yes, contact them.
Quote
But have a look at the returns policy anyway: http://www.ebuyer.com/help/returns#1
Look:
Quote
Items Faulty in Warranty Period
If any of your purchases develop a fault, and it's more than 28 calendar days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair.
... more:
http://static.ebuyer.com/customer/help/index.html?action=c2hvd190ZXJtcw==&type=personal
Quote
9. Our refunds policy
9.1 When you return a Product to us:
   9.1.2 for any other reason (for instance, because you have notified us in accordance with clause 21 that you do not agree to any change in these terms and conditions or in any of our policies, or because you claim that the Product is defective), we will examine the returned Product and if you are entitled, we will notify you of your options to either repair, replace or refund via e-mail within a reasonable period of time. We will usually process your elected repair, replacement or refund as soon as possible and, in any case, within 30 days of the day you confirm whether you opt for repair, replacement or refund for the defective Product. If you elect a refund of a Product returned by you because of a defect it will be refunded as per our refunds policy, including a refund of the part of the delivery charge which related to that defective Product for sending the item to you and the cost incurred by returning the defective Product to us. If you elect a repair or replacement of a defective Product we will not charge you for redelivery of the repaired or replaced Product.
   9.1.3 If you elect to return the defective Product to us using your own method of delivery, we will refund up to £4.00 of the costs incurred by you. This will only be refunded upon the receipt of proof of the carriage costs.
Just for your record:
Quote
and still waiting for a response since last week.
MSI Technical Support has responded to you giving you the following advice:
Quote
Dear sir/madam
Thanks for contacting MSI technical support.
Regarding your concern,if the issue appears when loading windows,we suggest you reinstall your os for a try.If it appears when post,we have to suggest you contact your reseller (The place you bought this MB from) and have them test the MB completely for you to check if this MB is faulty or not, then ask for some help.
If the reseller for some reason cannot help, we have to ask you to contact MSI distributor or MSI office near your place to seek further help.
Thanks for your cooperation in advance!
Best Regards,
MSI Technical Support Team
... and as I said before, this is precisely the next logical step in your situation.

Criminally bad customer service and unethical contracts

I initiated my service with Verizon in April 2012. I was forced to move from my apartment a few months ago and my new roommates already had internet/TV so I opted to simply cancel my service. I figured there was only 4-5 months remaining on the agreement, so I'd just pay the ETF on that and resume service again down the road.
Instead, I'm being told that a package change I made about a year ago re-upped the contract that I was already under which added another 12 months or so to the ETF and my final bill over $200. I called to dispute this, because I was never informed of this extension when I upgraded, and the customer service representative agreed - submitting for an $80 credit last week. I check my bill again today and the credit has not gone through. I call Verizon and they inform me the adjustment was denied during an audit. Nobody called, nobody emailed, nobody texted to explain this to me. I had to find out on my own. I spoke with a supervisor who advised me that there who informed me that the charge is valid and he would not re-submit for credit. He, like the rep before him, was pretty apathetic to my situation and pretty much tried to brush me off.
Here's my thing... I didn't agree to this contract. I didn't authorize this contract. How is it even legal to re-up a contract while you're barely already under one... let alone how is it ethical to do so? I explained in as simple of terms - either you can re-authorize this contract which will take some of the bad taste out of this experience for me, at which time I will pay the bill promptly, salvaging the possibility that I might return to your company in the future.... OR you can continue disrespecting me as a customer, insist on this extortion of a charge, at which point I will just let it go to collections and settle with the agency for a smaller balance anyway, and take my business to your competitors while bad mouthing your company for the unbelievably terrible customer service I've experienced thus far.
You're a big company, and losing one customer won't break you. I'm simply giving you the choice. Is it smarter to take $120 today or lose $200 (plus hundreds of dollars in future business) tomorrow? What is a customer worth to you?

Your issue has been escalated to a Verizon agent. Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board. you will find a link to the private board where you and the agent may exchange information.
To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. Please keep all correspondence regarding your issue in the private support portal.
If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer that solved your issue as the accepted solution.

Bad Customer Service. Robots take Over Verizon

I just got off the phone with Keith at Verizon Customer Service. I have to say I am terribly disappointed with how it went. I issued a move order in June, from one apartment to the next. I received an email in July stating that the internet could not be installed at my new location. I finally received a bill. And realized they had been charging me. I called customer service to see what was going on. After talking to the robot 3-4 times without getting hung up on, or disconnected. I finally get to someone who could help. The first rep easily cancelled my plan, and understood the situation. The next CSR, did not have any customer service skills at all. Very rude from the start. Telling me that he cannot issue me credit. I told him I received an email stating that the internet was never installed.Here is the email
Thank you for your order for Verizon High Speed Internet.
Although your line qualified for High Speed Internet service during the initial phases of the order process, unfortunately, we are unable to provide you with Internet access on your line ending in 3921 .
A number of factors affect the ability to deliver Verizon High Speed Internet service. For example:
Your home is too far from the Verizon central office from which you are served.
We have reached capacity for the Verizon central office from which you are served.
There is equipment on your line that would result in interference if service were installed.
He then decided to put me on hold while I was talking saying that he needed to call DSL first. After another 10 minutes of holding he comes back and says he cannot do anything because according to DSL it was installed at apartment 33. Now that's fine, except for the fact I asked for a move order at a different apartment. He said that wasn't his fault and there was nothing on the computer that stated there was ever a move order issued so that I had to pay for the months even though I didn't live there. Even though I told him about the e-mails, he just told me " I don't know why the computer would send you that". I thought I could get more all he did was take away one month which he says to me and I quote. "I never do this for anyone". But that is 100$ down the drain for no internet because of a faulty robotic system, and terrible customer service. I will never deal with Verizon ever again.

I am so sorry to hear that Jayroi, please allow me to help you. Please fill out this form so we can access your account, thank you.
Once again sorry for your inconvenience.
Constance
https://www22.verizon.com/content/verizonsupport/
Constance
Verizon Telecom
Fiber Solution Center
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Pandora Doesn't Work on Droid X2-Bad Customer Service from Verizon

This probably isn't news for most Droid X2 users, but my husband can't get Pandora to work on his newly purchased Droid X2. What's really frustrating is that we went to our local Verizon store to pick out a phone for my husband because he wanted to listen to Pandora at work & neither one of us was at all familiar with android phones. We told the salesman that we were newbies & asked his advice on which phone to get. This guy(Fred) assured us that he was a pro & he listened to Pandora all the time on his Verizon phone. He specifically recommended that we get the Droid X2 for listening to Pandora. Unfortunately we did as he suggested & signed on. It took my husband way more than the allotted 14 days to familiarize himself with using the Droid, let alone Pandora. By the time he felt comfortable using Pandora on his phone at home (using the WiFi), it was past the 14 day trial period. That was when he discovered that Pandora wasn't working right on his phone without the WiFi. Naturally he assumed he was doing something wrong. Then we checked into the problem online & discovered that the Droid X2 was infamous for not working with Pandora.
We went back to our salesman,Fred, & asked him for help in getting Pandora to work. This went on for a few weeks and eventually he admitted that in fact Pandora doesn't work on the phone he recommended to us for just that use. We assumed that he would help us in upgrading to a phone that would work since he was the one led us astray. That was when he went into standard Verizon mode & told us that our 14 days were up & there was nothing he could - or would- do to help us. So we contacted Verizon directly & were told the same thing.
Is this kind of bad customer service typical of Verizon? I don't understand what the big deal was about not helping us to fix our salesman's mistake. If we'd made this mistake on our own, I could see Verizon telling us that we were stuck. But we told them we were newbies & asked for their help.
I'm really disappointed because I bought this phone for my husband so he could enjoy Pandora at work. And now he's stuck with 2 years of making do with other services & hoping that maybe Pandora will help him out. Does anybody have any suggestions as to anything we can do to make this sorry situation work? Thanks.

Milkring wrote:
This probably isn't news for most Droid X2 users, but my husband can't get Pandora to work on his newly purchased Droid X2. What's really frustrating is that we went to our local Verizon store to pick out a phone for my husband because he wanted to listen to Pandora at work & neither one of us was at all familiar with android phones. We told the salesman that we were newbies & asked his advice on which phone to get. This guy(Fred) assured us that he was a pro & he listened to Pandora all the time on his Verizon phone. He specifically recommended that we get the Droid X2 for listening to Pandora. Unfortunately we did as he suggested & signed on. It took my husband way more than the allotted 14 days to familiarize himself with using the Droid, let alone Pandora. By the time he felt comfortable using Pandora on his phone at home (using the WiFi), it was past the 14 day trial period. That was when he discovered that Pandora wasn't working right on his phone without the WiFi. Naturally he assumed he was doing something wrong. Then we checked into the problem online & discovered that the Droid X2 was infamous for not working with Pandora.
We went back to our salesman,Fred, & asked him for help in getting Pandora to work. This went on for a few weeks and eventually he admitted that in fact Pandora doesn't work on the phone he recommended to us for just that use. We assumed that he would help us in upgrading to a phone that would work since he was the one led us astray. That was when he went into standard Verizon mode & told us that our 14 days were up & there was nothing he could - or would- do to help us. So we contacted Verizon directly & were told the same thing.
Is this kind of bad customer service typical of Verizon? I don't understand what the big deal was about not helping us to fix our salesman's mistake. If we'd made this mistake on our own, I could see Verizon telling us that we were stuck. But we told them we were newbies & asked for their help.
I'm really disappointed because I bought this phone for my husband so he could enjoy Pandora at work. And now he's stuck with 2 years of making do with other services & hoping that maybe Pandora will help him out. Does anybody have any suggestions as to anything we can do to make this sorry situation work? Thanks.
From the Pandora website located here
Note: We do not support Pandora on rooted or unlocked phones, unofficial OS releases, or custom ROMs.
Trouble Streaming Pandora on Android
If you're having issues using Pandora on Android, try the following steps:
1. Uninstall the app: From the home screen, press the menu key and select Settings then Applications. Select Manage Applications. Scroll down and select Pandora. Then Uninstall.
2. Power down the phone and pull the battery out. Put the battery back in and turn the phone on.
3. Reinstall: Go to the Android Market and search for Pandora.
4. Clear data for Pandora: Press the menu key and select Settings then Applications. Next select Manage Applications. On that page select Clear data.
5. Switching from High Quality audio to Normal Quality audio. From the Now Playing screen, press the phone's menu button and select Preferences. Change the Cell Network Audio Quality to Normal instead of High.

Very bad customer service!

I am a photographer and in June 2013 I decided to join the newly launched Creative Cloud single application subscription program for Photoshop CC.
At the same time I purchased a Lightroom standard license (Lightroom was not available on the Creative Cloud at that time).
The monthly price for Photoshop CC with a one year commitment was 24,59 Eur for Europe (I live in Czech Republic). I didn’t quite understand how that translates from the 19,99 USD of the US subscription, but fair enough Adobe is not a charity and they have the right to decide to charge what they want for their products. Plus the subscription prices were clearly showed on their website, so I decided to join anyway.
Honestly I was very happy both with Photoshop and Lightroom and I think they are two fantastic pieces of software so I didn’t mind the price I paid for them.
Then a few months after I get a call from my bank saying that my card has been blocked because it might have been compromised following some online payments I made. And after a little research I find out that (citing the Adobe website) “Very recently, Adobe’s security team discovered sophisticated attacks on our network, involving the illegal access of customer information as well as source code for numerous Adobe products. We believe these attacks may be related.
Our investigation currently indicates that the attackers accessed Adobe customer IDs and encrypted passwords on our systems. We also believe the attackers removed from our systems certain information relating to 2.9 million Adobe customers, including customer names, encrypted credit or debit card numbers, expiration dates, and other information relating to customer orders.
Great, now I am for two weeks without card while my bank gets me a new one (they are not that fast in Czech Republic).
Fortunately I also read online that (citing the Adobe website) ”Adobe is also offering customers, whose credit or debit card information was involved, the option of enrolling in a one-year complimentary credit monitoring membership where available.”.
Honestly I misunderstood that as a one year complimentary Creative Cloud membership and I thought that was very nice of Adobe, they didn’t have to do it, and to me it showed an effort to say “we are sorry” and to try to retain their customers’ trust.
Some time passes and I am obviously still getting charged monthly for my subscription.
So I contact Adobe through the online chat…..turns out that I am not eligible for the one year complimentary subscription (none of the agents actually explained to me that I had misunderstood the offer) but after a bit of complaining and waiting online I get offered a one month complimentary subscription!?!?!.
You can make up your own mind on how to interpret that but to me that meant that Adobe recognized their responsibility but tried everything possible to get rid of me with the minimum possible.
The guy on the chat however said that if I am not satisfied I can ask him to escalate.
I do so and he tells me that I will be contacted within 2-3 business days.
A week after I have not been contacted yet, so I call the support again and I am told that they are very sorry for not getting back to me and I will be (again) contacted within 2-3 business days.
TWO weeks after that chat I finally get a mail from Adobe, which is now offering me 2 months complimentary subscription.
I realize I better take what they give me so I reluctantly accept.
Not even a week after that, I realized that Adobe launched a new Photoshop Photography program where they give the Photoshop CC license + Lightroom 5 for 9.99 USD or 12.29 Eur with a yearly commitment. This is half what I pay now, not even considering the one off Lightroom 5 license that I already paid (129.15 Eur). The special offer expires on the 2nd December (less than a week from now at the time of writing this).
The good news is that existing CC subscribers can ask to transfer to this program for free.
So I contact the Adobe support again and they happily confirm that I can switch to the new program.
BUT I would lose the 2 free months as they cannot be transferred to the new program because it is already discounted.
I spend a good deal of effort explaining that the 2 free months are not a discount but are a compensation for me being without card for 2 weeks so I should be able to retain them, but the support person on the other side of the chat just politely dismisses every argument.
I understand that Adobe did not have to allow existing subscriptions to transfer to the new offer for free, I purchased a service and then a few months after the price went down, fair enough this happens.
If the price went up on the other end I would have still kept my original price.
However what infuriates me is that since any existing subscriber can join the cheaper offer, Adobe has actually penalized me in front of all the other customers and the reason why they have penalized me is that my data have been compromised on their servers.
You draw your own conclusions but to me this is very bad customer service.

This is the transcript of the conversation I had with your colleague over the support chat, then unfortunately my connection dropped and I lost him:
Saka: Hi Francesco.
Francesco: Hello
Saka: I have received your initial question. I'll be glad to check and help you with this.
Francesco: thank you
Saka: Sorry for the wait. Please do stay online.
Francesco: ok
Saka: Francesco, I have checked and see that we have issued 2 months free for the subscription Nov 21, 2013. Your next billing date is on 27.2.2014.
Francesco: but I have already been billed on 02.12
Saka: I'll be right with you.
Saka: Are you referring to Clenství ve službe Creative Cloud s jednou aplikací pro Photoshop (rocní) or Program na úpravu fotografií Photoshop (Pro vlastníky licence k produktu CS3 a novejší)?
Francesco: the first one should have been canceled, the second one has been activated
Francesco: with the 2 months free of charge added to it
Saka: Yes, the first subscription has been cancelled.
Francesco: I have been bulled only 12.29 Eur so it is for the second subscription
Francesco: the first one was 24.99 Eur I think
Saka: Yes, you have been charged € 12,29 for the new order Program na úpravu fotografií Photoshop (Pro vlastníky licence k produktu CS3 a novejší).
Saka: You can continue using the subscription without any issues.
Francesco: so where are the 2 months free of charge?
Saka: We have provided 2 months for your Clenství ve službe Creative Cloud s jednou aplikací pro Photoshop (rocní).
Francesco: those have been transferred on the Program na úpravu fotografií Photoshop (Pro vlastníky licence k produktu CS3 a novejší)
Francesco: as confirmed by your colleague and by the mail I received
Francesco: This is the mail confirmation
Francesco: Užívejte si našich služeb o něco déle Bezplatně jsme prodloužili vaše předplatné produktu Program na úpravu fotografií Photoshop (Pro vlastníky licence k produktu CS3 a novější) o několik dalších dnů (62). Nové datum pro obnovu předplatného je nyní 26-únor-2014 (PT). Děkujeme, že jste si předplatili náš produkt! Tým služby Creative Cloud
Francesco: Which confirms that the next billing date for Program na úpravu fotografií Photoshop (Pro vlastníky licence k produktu CS3 a novější) is 26/2/2014
Saka: Francesco, we have provided 2 months free only if you are willing to continue subscription till the commitment date. The order gets cancelled since you have purchased for Program na úpravu fotografií Photoshop (Pro vlastníky licence k produktu CS3 a novejší) at lower rate.

70/35 VERY SLOW... BAD CUSTOMER SERVICE.. "N" ROUTER

Wow!!! Talk about the worst customer service in the world they out did Sprint. This is day 6 on the phone going into the second hour on hold.. If you want Verizon.. Fios think twice because they have no customer service and just when you think you get to talk to management. The person on the line really just put you right back where you started. Back to the holding game again, just to talk to another untrained person who can't help you either..
Now the problem..
It all started when Verizon offered me the 70/35 internet speed and asked me to renew my contract for additional 2 years, so I did. 2 weeks ago my "new" speed got activated and everything has just gone terrible from that day. The "70/35" speed is now down to "Download - 0.37Mbps/ Upload - 24 Mbps".... I been calling technical support for the past 2 weeks for SLOW speed. So I went through all the troubleshooting and resetting network and all those nonsense that DID NOT HELP ME AT ALL.
So finally all the technical support reps told me to GO and and pickup a "N" router from the Verizon Experience store AT NO CHARGE.. and this should resolve my speed issue.
So I went to the Verizon Experience store,
At the store the "customer service rep/sales manager" approached me and the minute I said customer service/technical support sent me for exchanging my current router to a "N" router, she started getting very rude, and said "customer service is lying and does not know what they're doing", and I must pay for a "N" router to get the 70/35 speed Verizon offered me and yet again she told me to call "customer service / technical support" to send me the "N" router.
SO PLEASE WHOEVER IS IN CHARGE OF COMPLAINT DEPARTMENT PLEASE HELP AS I AM GETTING VERY FRUSTRATED AND I HAVE NEVER EXPERIENCED THIS KIND OF CUSTOMER SERVICE SINCE I HAD VERIZON FIOS FOR THE PAST 4 YEARS.

We sent you a message on our private support board to assist you and we did not receive a response. Please repost the issue if you are still experiencing a problem so that we may assist you. Tonya C.

Wifi not working again and poor customer service

VERIZON IS THE ABSOLUTE WORST!!There is no good way to put it.Their products seldom work and their customer service is by the worst for any company that I have ever dealt with.They have to be embarrassed with their customer service, but clearly they are not since nothing changes. My internet is out non-stop and every time that I call them it takes around 1 hour to get through. The last phone call that I made (last Monday June 22nd) took 1 hour and 15 minutes before I got through.That is a disgrace and a complete slap in the face to your customers.They never fix the issue. They just put a band aid on it.They said they would send me out a new router that would arrive on Wednesday June 24th. Here I am one week later and we still don’t have a router. I told my wife this would happen. Verizon is so incompetent that it’s easy to predict their next mishap.You would think they would offer to credit my account for the amount of days that I don’t have internet service but that would actually only happen with companies that care about their customers.I know I am just venting to no one, but I would rather vent her than call and sit on hold for an hour before speaking to someone to vent to.I am just counting down the days until my contract is up.I thought Comcast was bad, but they are superior to the garbage service and product that Verizon provide. Bob P.

For the wireless issue, I point to http://forums.verizon.com/t5/FiOS-Internet/Why-your-Wi-Fi-is-slow/td-p/534451 Note what is said there, also applies to why the wireless is not working - not just why if the wireless is up it is slow.

Bad Customer Service - no solution for Trial Version for CC install

Hi,
I'm having problems to install my CC apps, since I`m having the issue on the apps keep asking for a serial number.
I already tried all the solutions that I found on the foruns: delete cache, install using English International as my preferences on Adobe Manager App, etc etc
That is only happening on my PC with Windows 7. On My Macbook Pro everything is working fine.
Well, today I tried the Chat option from Adobe Customer service, and after I spend a long time with them, they just dropped the connections when they doint have
anyother solution for me.
It waa bad experience from Adobe.
At least I still have some time to cancell my CC signature If I dont get this solved on the next days.

If you don't get any help at this link then I have to agree that it is a bad Customer Service:
<http://forums.adobe.com/community/creative_cloud>
There's nothing you can do because Adobe in their wisdom decided to have these forums so that unpaid volunteers can help customers in exchange for worthless title called MVP.
They also have a call Center in India where the staff are paid huge amounts (thousands of rupees per month) to help you.

Cracked TV, a UPS claim, and an unusable protection plan--and poor customer service

Best Buy has some serious issues with customer service. I recently tried to exchange/return/fix a 46-inch smart TV my father purchased from BestBuy.com. It came damaged. Immediately upon walking in and asking to exchange our damaged TV, the three customer service team members took the television from us and whisked it off behind the scenes. They did not tell us what they were doing, nor did they tell us they had called in a supervisor. The supervisor (at least I presume she was the supervisor because she did not introduce herself or state why she was there) came over and said “So what’s your “story” behind the damage to the TV?” I stared blankly at her because it felt like she was accusing me of something, and she repeated, “Tell me what happened when you opened it?” I explained that because the TV arrived four days early, we didn’t have a place for it right away and we put it in an office where it would be safe. We opened it a few days later. Yes, we had assembled it, because we opened the TV with the screen away from us and assembled the base from behind. It was only when we turned the TV around that we saw the cracked screen and the shards of plastic on the floor. Then we dissembled it and put everything back in the box to take to Best Buy. Yes, we noticed some damage to the box, but it looked minor. The supervisor told me that it looked like the TV was damaged when it was installed. I told her we did not drop, kick, or otherwise damage the television. We were incredibly careful, because it was a gift and very expensive. She said the damage must have been done in transit then. Best Buy was not responsible. All they could do was put in a claim for UPS. I asked about the Geek Squad protection purchased with the TV and was told that only counted for software. I pointed out that Best Buy’s website clearly states that the stores accept returns from BestBuy.com and that Best Buy also accepts damaged returns. She didn’t reply to that, just said she was sorry and left. I work in customer service. I know people can be dishonest and are always trying to get as much as the can for very little. I also know that regardless whether the customer is right or wrong, he/she should always be treated respectfully. I do not feel I was treated with respect. I felt like a criminal from the moment the team took my TV from me. The supervisor practically accused me of lying and did not seem to listen to my explanation. She did not even stay to see the transaction through, but left (the store was fairly empty at this time) and I had to wait, twiddling my thumbs, while two other customer service members took another fifteen minutes to set up my claim with UPS. Neither one spoke or looked at me during this process. Now, I have a $500 television set with a large crack in the screen, a claim with UPS that may take weeks to resolve, a 5-year $100 protection plan on a TV I won’t ever be able to use, and a lingering bad taste about Best Buy. I have never walked out of a store feeling as small as this experience made me feel. The sad thing is that I had planned on purchasing more items from Best Buy over the next couple of months. Rest assured, they will be purchased elsewhere. The only person who smiled or wished me a good day upon exit was the guard at the door. I will not be returning to this or any Best Buy store.

Hello eab64 –
It is regrettable that you had such a poor experience when you brought your father’s TV into our store, and for that I am truly sorry. The way the customer service associates and supervisor treated you was unacceptable. We in no way want you to feel like a criminal, or feel like you’re being accused of wrong doing when all you’re trying to do is get your product fixed. It is also clear many of the actions taken in the store may not have been clearly communicated to you.
It is standard procedure for damaged or defective TV’s brought in store to be taken in back where they can be setup and our customer service associates can perform an assessment. This should have been clearly communicated to you. Once any damage or defect was assessed, ideally the supervisor should have approached you with a solution, and not accusations.
The store did offer you the correct solution in the end, regrettably this too sounds like it was not communicated as well as it should have been. Our Return and Exchange Promise does not allow the return of damaged products, and the Geek Squad Protection (GSP) plan for televisions does not cover damage to the panel beyond burnt our pixels and image burn in. Because this damage occurred during shipping, a claim with UPS is the correct course of action. UPS claims can usually take up to 8 business days, and I am sorry we are unable to offer you a more immediate solution.
Please feel free to reach out to me if you have any additional questions or concerns.
Sincerely,

Not getting updates and horrible customer service

I ordered service on 3/26 for 3-bureau monitoring service and received my report and scores. Since then, I've had 2 major things happen to my credit reports. A 90% UTI credit card (nearly 4k) was paid off, and posted to all 3 of my credit reports as $0 balance, and a collection has fallen off of my Transunion report. I have confirmed on all of reports that the events took place through fresh credit pulls from other means. I call up today to find out why my I'm not being alerted to the changes and the customer service agent said that she doesn't know when alerts are suppose to happen. She then said I don't get them right away and I have to wait a few days for them to pop up, and I have to wait until the credit bureaus send the information to myFico before I'm alerted and it could take days. This doesn't make sense, the point of alerts is to notify me immediately when a change occurs so that I can take corrective action if something's wrong with my report and to keep up with my scores. This is the way it worked when I paid for SW a couple years ago. I purchased this so as I apply for some loans with HPs and pay off my bills I can keep track of my score and be notified when the HPs happen and keep an eye out for identity theft. Obviously according the customer service agent, this is not how the system works, so I'm lost at why I would pay $25/mo for the service. Additionally, the customer service agent was rude and unprofessional, has no clue how the system works, and is a detriment to your company. I cancelled my account, and she made it well known that she was perfectly fine with that. Apparently, you guys don't want my business.

Hello amc926
Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.
Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions.
To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
Please keep all correspondence regarding your issue in the private support portal.

What shall i do? I've done restoring my iphone 3gs and still stuck on cannot activate and contact customer service.

I've done restoring my iphone 3gs and still stuck on cannot activate and contact customer service. What shall i do? any help please.

99.9% of the time, the cause of this issue is the fact the phone was jailbroken/hacked to unlock it for use on networks other than the network the phone was originally locked to. Apple maintains a database of officially unlocked iPhones, and when Apple's servers detect phones such as yours, activation stops & you get the message you got.
So, either get a sim card from the carrier your phone was originally locked to, or get it officially unlocked, if you want to activate it. Because it appears that it was not officially unlocked.

DSL speed issue and bad customer service

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