Verizon Lowered My Provisioned Speed/ Keeps Selling Upgrade Then Cancelling

Question

Hi- I've got a very annoying problem...   I have Verizon HSI DSL.   I've had it for 5 years.   About a year or two ago I upgraded to package that allowed me 7Mbps, which was perfect.  The package was has HSI Advanced.
When I got the email about only having a month left to make changes to my account without home phone service I decided to call Verizon to check if another upgrade was available.
I was told no, but that I was being overcharged and the rep would adjust my bill.   Without my permission she switched me to HSI Enhanced, and I now have 1.1- 3Mbps.  Less than half the speed as before, for $1.50 less per month.   To top it off, my old plan is no longer available.
Here's the kicker: Verizon says my line is provisioned for 3Mbps and no more, and they will not budge.  But, I signed onto their site on Monday and noticed a new tier-ed pricing option that would get me 10Mbps.   I made the selection and placed the order.   I called to follow-up because the service ready date was a few days away, and I wanted it faster and they cancelled the order and told me that I can only get 3Mpbs.
On Wednesday the option to upgrade appeared again!   This time I called Verizon and a customer service rep gladly upgraded me to 10Mpbs.    In the meantime the tiered pricing has disappeared from the site and the upgrade is cancelled once again.
I have a feeling that Verizon took away my service, and will offer it back to me when I'm forced to get a home phone line.   Just wondering if anyone is aware of how I file a complaint with government agencies, consumer protection bureaus, etc. in the meantime as I'm just beginning my research on the matter.
Verizon is absolutely incorrect here- they keep insisting that my line is provisioned for 3Mbps and then admitting that I started the month with 7Mbps.     Something is fishy and I need help!    

Answer 1

If DSLReports were online I'd show you a few example threads of what might be part of the problem here. Unfortunately they can only serve results up to 2010 right now due to some critical database issues they are having, so the threads I'm looking for won't be accessible.
Either way, in the past few months at DSLReports I saw a bunch of threads prop up where people had 7-15Mbps speeds on an upgraded CO, had absolutely no problem but when they went to make any change to the account, or even just something overnight with no speed change, they found their line speed significantly slower (from 10Mbps for example to 3Mbps. Huge drop). The members posting those threads have had mixed luck in getting the speed restored. Some have had it restored only to have it go back to 3Mbps over time. Some have been unable to do so because their "upgraded" CO had run out of capacity and a stop-sell was placed on anything above 3Mbps. Those who had it, kept it, but any change to any line would result in a downgrade. This all comes at a time where FiOS is being pushed harder to transition people from DSL to FiOS (I can't fault them on this, but I'm still waiting for them to complete their buildout where I am!) and where the DSL network is also seeing it's limits in capacity after adequite upgrades and foresight have been neglected. I've always wondered if Verizon made a mistake in trying to offer higher speeds and are trying to turn back on it or if they really don't care about how the DSL service operates as long as it works and people continue to use it. Without seeing their corporate policies for this topic verbatem I wouldn't know of any more exact answer for you than the above.
That's the short and sweet version of those missing threads. So, right now I don't know of any alternate phone numbers, but if you play around with the phone menu a bit you might be able to get into different queues. Technical Support and Billing will point the finger at each other saying the other team needs to adjust provisioning. In reality, Billing does have the ability to put tickets in for speed adjustments, but if you're going from 3Mbps to 15Mbps or vice versa, you should never, ever, require a package change or price change as it's the same darn package, no matter how old your package is unless you're on grandfathered pricing or some sort of protection plan. Technical support also has the ability to put in speed adjustment tickets, mainly those for downgrades in speeds if they think speed is a problem, but they should also have the ability to put in upgrade requests as well if they cannot do the change themselves. It's going to take some effort. You could try Live Chat though as I've heard of some success through that.
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The first to bring me 1Gbps Fiber for $30/m wins!