Very frustrated with poor customer service and lack of integrity

Earlier today my wife and I bought a TV from your Huntsville, AL store (removed per forum guidelines). We were looking at your 32" TVs and had several questions about them. After flagging down a sales associate, we questioned the pricing of several TVs. They were advertised under the display as one price, then where the inventory was at, were labeled a different price. The sales person confirmed that the smaller price was the correct price and the displays were incorrectly labeled. We proceeded to pick out a 32" Vizio E320I-B1/E3 TV that was labeled $219.99 where it was stocked (There were two rows of this TV all labeled $219.99) and the display was labeled $259.99. Again, I flagged down the sales associate (Taylor) on the floor and questioned the display pricing vs the shelf pricing. He AGAIN confirmed that the shelf pricing was the correct pricing and the display pricing was for a different model. We proceeded to check out, purchased a 2 year protection plan along with an HDMI cord and were on our way, new TV in tow. On the way home we reviewed the receipt and noticed we had been charged incorrectly for the TV. It rang up as 259.99 even though it was clearly labeled 219.99 and we had verified TWICE with an associate that 219.99 was the correct price. We went back to the store, thinking we would be refunded the difference. After spending over 30 minutes with customer service explaining what happened, customer service informed us that they could not refund the difference even after we showed them where the TVs were at and priced as 219.99 AND verified with the sales associate that he had confirmed that price with us TWICE. We then returned the TV for a full refund, to which my money is still tied up in the transaction until sometime next week (all for a TV that was FRAUDULENTLY sold to me!!). Not only was it mislabeled, but your sales associate told me TWO times that the labeling was correct. I am disappointed with the lack of customer service that we received. It is beyond frustrating to me that your company is unable to honor a $40 error in pricing that your very own sales associate confirmed. I believe that the store was 100% at fault for this situation and am more than displeased with the original situation and the events that followed. I consider it a disgusting lack of integrity to fraudulently sell a customer an item and refuse to right the situation when able. There is no doubt in my mind that the store manager (Cedric) or division manager could have authorized the TV to be sold at the price listed (and confirmed by the sales associate twice!) but they simply chose not to. Prior to today I had a positive view of Best Buy and considered it my store of choice for many items. My wife even did seasonal work for this store several years prior. Unfortunately, I will no longer choose to give my money to a cooperation that does not value integrity, honesty, and accountability. I understand that you are a large corporation and my few purchases probably won't even put a dent in your profit margin, but I would just like to remind you that I represent your entire customer base. If this is the type of customer service that your company prides itself on, then I am sure this is only one of many incidents. I find that extremely unfortunate. I will now be purchasing the same TV from another company for $259.99 (where it was actually labeled correctly, and the sales associate is able to accurately confirm the pricing). My future business will not be with you after today.

Hello lauralou1105,
Purchasing a new TV should be fun, exciting, and straightforward, and not be complicated by unclear signage and conflicting information. I very much regret that this was your experience at the Huntsville store.
I completely understand your conclusion that -- after the attempts to verify pricing that you made -- you should have had no questions and no surprises about the cost of the TV after purchase. Did Cedric give you any explanation as to why the TV you bought rang up at a different price or for his not honoring the display pricing?
It is wholly disheartening to hear that this experience may influence how you shop in the future. It is my hope that you will one day give Best Buy another chance to win you over.
Please know that I'm grateful that you shared your experience with us.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
Private Message

Similar Messages

Poor Customer Service and lack of qualified engine...

About 3 months ago I called BT to get the Internet from them. I had two engineers at my home and my internet was working very well for the next two months. After that time I started received calls from BT Customer Service with information about the error in their system with my connection. I said them all the times my internet works without any problems and I am happy with that. But one day my internet just stop working. When I called BT Customer Service I been told my order was cancelled because of the connection error and if I want it back I need get another deal because the other what I had isnt valid any longer.As a recompensation BT offered my £130 discount for phone line, I been told I wiil have it for free. So I booked the appointment with another BT engineer in the next three weeks. My wife was waiting home for whole day, nobody came in. I had one missed call from that engineer and when I tried call him back in the next 10 minutes nobody answered. I tried a few more times yet, left him message and finally when I reached him he said is too late now and I need call BT again. When I called BT again they said I need book another appointment but next available date is in another two weeks. I was home when the contractor came in, that wasn't BT engineer just the contractor who was saying that is the problem with cables connection at my flat and he can do nothing with it. Three days later, yesterday, I received email from BT with the bill for £150 for our phone line which we should have for free and today I received message that the engineer will be with me at 30th of December. This is a joke. I am really didnt expect all of that and I am really disappointed of the fact that agreement has not been reached and I have been charged for nothing.

Only people that can help are forum mods who are bt employees. They will post a contact us link.
After completing the email NOT PM then you join a queue of other customers waiting for mod help. The mods will get back to you in 3/5 working days either by phone or email
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’.

No Customer Service and lack of product display

Today I made the trip to our local best buy in Lexington Park(California), Maryland where we have bought all of our tv's and electronics. We have decided to get a new 70 in led tv for our living room. My wife and I were very disappointed in the displays at the store. They didn't have any tv's on display that were bigger then 60 in. We waited over 20 mins for a sales person to come over and ask us if we needed any help which never happened. It was around 10:30am on a Monday morning so the store definitely wasn't busy, it is a small store and we noticed there was only one other couple in there at the time(which also no one walked over to them to ask if they needed help). I saw 4 workers just standing around on the floor talking, there were 2 at the door as "greeters" who weren't doing anything. So after their poor customer service and lack of displays I will never buy a tv from Best Buy again. Also it doesn't say much when we went to WalMart and found multiple 70 in tv's on display & in stock which were cheaper than Best Buy online and in store, which is saying a lot because our local WalMart NEVER stocks anything. I thought Best Buy was an electronics store?

Hello Drumm42,
Thank your for taking the time to write to us! It is ever our goal to ensure that you get the help you need when you visit one of our stores. I regret that our representatives at the Lexington Park store didn't take that aspiration to heart when you visited recently. I know that I would be -- and have been on some occasions -- frustrated by such neglect.
Considering that you weren't able to find a selection of TVs in the size you were hoping to purchase -- and the lack of attention from the store's staff -- it sounds like your overall experience was far less than ideal. I realize that you weren't approached while in the Home Theater department, but did you speak to a representative or manager about your experience?
John|Social Media Specialist | Best Buy® Corporate
Private Message

Poor Customer Service and a Rude Associate

My wife's iPhone 5 recently stopped receiving cellular signal. We took it to the verizon store and they were unable to fix it. because it was less than a year old and broke due to no fault of our own the store said that they would send us a new iPhone 5. We gave them the address and associate, who was busy trying to sell us things for our broken phone, received our address. Today the phone arrived at the wrong address and was a an old flip phone. We called the verizon store and the woman on the other line told us she could not help us. She became very rude when we explained to her that we could not give her a reliable number to call because the phone did not receive calls. She told us that that was our problem and that she needed to assist customers. It saddens me that Verizon does not care about its current customers and has such poor customer service. I hope that someone will respond to this willing to help us resolve this problem. We have been verizon subscribers for more than eight years but are now considering other carriers.

Simple fix. First bring the iPhone to an Apple store they can warrantee it right there.
Secondly call 1-800-922-0204 and state the device sent to you was wrong, and went to a wrong address. Make sure you copy all paper work in case you have to take verizon to small claims court
If they tell you to send it back with their label get a copy of the label and insist the USPS scan the package when you send the clam shell device back.
Good Luck

[locked] VERY UNHAPPY with Adobe Customer Service

I used Live Chat earlier this afternoon with some questions I had about my serial number and had a very good experience. Then, when I later came across some technical issues with installing one program in my Suite, using Live Chat - which I much prefer - was not an option. So I called the Technical Support line. Pushed all the right buttons and was thrown into muzak hell for THIRTY minutes after which I hung up. There are no messages telling you to continue waiting for a technician, there are no messages telling you what your remaining wait times. Even offering a call-back would be great. So, assuming I was lost in space somewhere, I hung up and called back, where I waited in Muzak hell again for another 25 minutes until finally someone answered. He was, of course, very difficult to understand, didn't understand anything I was saying...and then he wasn't able to offer me ANY SUPPORT. He told me to come to the forums!!! Are you kidding me?! I have to go to a discussion thread to find out if anyone has any suggestions for what my problem might be?! THIS IS RIDICULOUS. I don't even know if this is the right place to complain but there doesn't seem to be any other place to express my disgust with your customer service. Everything on this site is for a specific product or Adobe.com. YOU NEED TO RETHINK YOUR CUSTOMER SERVICE PRACTICES, ADOBE. You have one extremely disgruntled customer, who still doesn't have Adobe Acrobat Professional on her computer.

Welcome to the world of Adobe.
Here is a link to the forum you seek.
http://forums.adobe.com/community/acrobat/acrobat_windows
I hope they can help you out as Adobe CS is clueless.

I am so frustrated with the customer service that I have received.

I have been a loyal AT&T customer for many years. I added a phone to my account for my wife over three years ago. This September, I added two more phones to my account for family members on the AT&T next program. I pay my bill every single month. In June, I checked the account on the MyAT&T app and saw that one of the phones was missing. I called AT&T and was told that the phone was ported out. I was upset about this and the representative that I spoke with said that there was nothing to worry about and that there are no charges to me for this phone number or the phone. With that understanding, I thought that everything was settled. I got my bill and the full retail cost of the phone was charged to my account and automatically withdrawn from my bank account. I called AT&T upon seeing this and was transferred from department to department because nobody could seem to figure out what they were doing. I finally got to a Monique G in the Retention department who told me that I would need to speak with the global fraud department regarding the issue. I called the Fraud department and they told me that it isn't their problem and that I would need to speak with the Port-out department (the second department that I spoke with in this whole circus). I called back as I couldn't wait on hold for the 15+ minutes that it would take for someone to answer my phone call to, undoubtedly, transfer me to someone else just to be told that it isn't their problem either.I called back tonight and was told that I need to speak with the Retention department. The first person that I spoke with was very empathetic and apologetic. She was trying to find ways to resolve the issue and I told them that, as I know that it isn't necessarily their fault either that all of this happened, the number was ported out of MY ACCOUNT without my permission and I just want the number to be ported back into the account and I will continue paying the installment plan though I have no access to the phone. The first person that I spoke with told me that it could be ported back in but that, as my service had been disconnected at this point, I would have to wait for the charge to be reversed before my phone could be turned back on. I asked her if I could speak with a supervisor that might be able to make it happen sooner. She got a supervisor on the phone with me that did not have one empathetic bone in her body. She, from the beginning, made me feel like I was the *** of the earth and said that I only have one option: pay for the phone. I tried to bring up other options for resolution and she kept telling me that my only option was to pay for the phone. Then she told me that I tied up their phones for too long. I explained to her that a majority of the time was me being on hold. Then she hung up on me. I called back and they were closed.I urge any person, if you are thinking about doing ANY business with AT&T, don't do it! They don't stand by their word, actions, promises, or product.

If It's Been Less Than 60 Days Since The Port Out Happened,
You Should Be Able To Port That Number Back In.
However You Would Need The Wireless Account Information Of The Account Where The Number Is Currently Active.
Such As The Acct #, Last 4 Of Social, Passcode, Etc.
It Might Even Be Possible To Reinstate The Next Agreement.
You Can Call Customer Service And Request To Talk To The Winback Team.

Is there another provider with good Customer Service and good Coverage over Oxford, Main?

Hi,
Reason
I am from UK and am trying to find out how best to sign on to a US mobile network and one with the appropriate coverage, as I will be in New England for 3 months, 2 of that around Oxford, Maine. I have joined this forum just hoping for more helpful advice having experienced a very poor Sales & Customer support via both the Web Chat and Phone medium.
Poor WebChat Support
Earlier whilst finding from the website the network coverage claims by Verizon over the Oxford area, I took up the WebChat support that popped up. The first Chat agent advised Verizon don't do PAYG! Have disappointedly signed off, I reasoned to myself that can't be as there was an option to select Prepaid coverage on the Verizon interactive map! So I persevered with exploring the Verizon website and found a whole section on Prepaid, with a even a dedicated WebChat button on the page. So realising it must have been a terminology misunderstanding, I clicked on the WebChat request to try to ask for any pre-requisites, as when I was last in Canada (Ottawa) to buy a SIM, evidently it is not common to sell PrePaid in Canada. It was over an hour to get one sorted because of all sort of procedures. The second Chat agent at least admit he didn't know what is PAYG- then even when I spelt it out he only understood it as another term for Prepaid- then advised he can't help me (even though I later found out it is even the actual name of one of your number of Prepaid Plans available!)! Instead he informed I best call Customer Support on 9085594899 despite reminding him I am in the UK. When I asked about hours of service and the time difference (being at 17:00 hrs in the UK) - he told me not to worry as it's 24 hours support!
Poor Phone Support
The number given turned out to be only for Roaming and Mobile data support only! The first option requiring a registered number which obviously I don't have, so selecting the second the call just got cut-off eventually after ringing on unanswered! Frustrated I found via the Contact Us link the supposedly 24 hours number for Pre-paid Customers 8882946804. After finding the one option to speak to an agent without having to key in a registered mobile number first (I think Credit Card payment), again the call just got cut-off eventually after ringing on unanswered. Then thought may be best try the Consumer Sales line 08002564646 given on the page, and it finally got answered but turns out to be for Business account only (which is a different number according to the webpage!) At least the Business Account agent heard my problem and agreed to stay online until she successfully transfer me to a Prepaid agent. The Prepaid agent on the otherhand couldn't be less helpful. Completely ignored my query on any pre-requistes to sign on any Prepaid plans just wanted to know which Prepaid plans I was interested in and then just rolled off the tariffs for the plan I happened to mention and wanted to get me off the phone. I had to ask her again for any other common requirements - she just say I pay for the tariff plan! No interest to talk me through the process.
Extra item only identified on FORUM under a topic "pay as you go activation fee?"
Yet with such poor assisstance from the formal sales/customer service that I thought to try to search for better awareness within the Forum. To my surprise it was only here I learn of an activation fee to add to any Prepaid plan irrespective of Phone in Box or Customer own Device! As explained by AyaniB_VZW .
Whereupon I gone back to the Verizon Wireless website on Prepaid plans and below is all that it has summarised with the relevant words highlighted in RED by me- NO mention of Activation Fee. Where will I find this activation fee identified on the Prepaid plans pages rather 'hidden' behind small print/ T&C link? As it seems Verizon has good coverage and range of Prepaid options - but inadvisable to incurr any issues or queries after taking up the service.
"Prepaid Plan
Get Freedom & Flexibility
The wireless service you want. No annual contract. Join over 5 million prepaid wireless users on America’s most reliable wireless network with no credit check, no hidden fees or charges and no bills.
How it works:
Simply pay up front to enjoy unlimited talk, text and a prepaid data plan on your 3G smartphone. If you go over your data allowance, pay just 5¢ per megabyte."
Where did I miss the activation fee term when signing onto PrePaid Plan on the Verizon Wireless site?

<This discussion is now closed for crossposting violations per the Verizon Wireless Terms of Service. See Visiting States for three months for any replies.>

Bought new, discovered it was tampered with or refurbished, now at a loss with horrible customer service and dead phone

I'm wondering where to go after 2 weeks playing CS phone tag, started with a tech call reguarding Iphone 5, battery issue, tech ran test, batt is consumed, went thru warranty talk then to Apple, as to our surprise once the serial number was ran , I purchased a bran new refurbished and battery previously swapped out phone thru our corporate Ver store, warranty is invalid and new batt was 80$, Apple tech was shocked... I let that settle for a few days, and began the worst ordeal and crap show of customer service since, I've made numerous calls, 1st being with christopher, whom claimed he talked with his supervisor and I was patient, talked about that they wouldn't swap battery, but replace phone with a refurb phone, contract is up 2/03/2015 , exlplained it would be less hassle and givin the time frame to renew contract and do the upgrade now, pay the upgrade cost and whatever, we are good customers , never file claims, or issues with contracts, seems simples, I've now talked to approx 5 supervisors from ID, ky, al and whom have alllllll confrimed they have taken notes, processed requests and will call back in such time, as of 4pm dec 7th I am no where fast, contract can not be upgraded, one supervisor claimed they where no longer making the iPhone 5? And would allow for a upgrade once she talked to tech service, however a magical cold transfer and 40 more minutes of retelling this insaine story, he was then going call back on a dif number so the issue ph could be used, never got the call, however Matt in ID WHO claimed such sympathy for all the hassle then texted me saying he couldn't get thru on my number, however could text, and by a tech texting myself , such poor grammar and then stating we could only have the 5 and 6+ 's are on back order. Beyond fed up and stressed, almost 6 hours on the phone and 10 days of hassle , yet we still have a phone that dies at 70% ....I've never seen such a lack of responsibly or communication , seems supervisors are really good at making statements to appease each situation with out any documentation . Can't bring myself to call again and go thru the issue over and over again, meanwhile getting same responses (excuses) from every area I've spoke to. Guess now when I purchase Verizon items I call good Ol Apple and run the serial numbers to make sure the fancy kindalooksnewplastic isn't the 2nd re wrap and buy a phone that's been tampered with and makes your monthly insurance and warrantys invalid . Money well spent kudos CS ...and no I'm not hunting down anyone via Twitter , I'm sure there's notes on our account that this crazy person is out of patience and trying to see what other cell company we could change to . Merry Christmas

To clarify , we haven't serviced nor replaced the consumed battery . It has been noted as per Apple running the serial number that PRIOR to my purchasing the device, it had the battery replaced. Undocumented in detail, but showed up in Apple reports as replaced. Therefor creates a much wider issue than consumed battery issue, now we have the fact that 1. I paid for a new iPhone 5 16g with a renewed 2 yr contract, pay monthly for insurance on the device, however being that it has been worked on, that voided the 1 yr warranty and possibly the extended insurance program warranty as well, my corperate store can't handle this issue, given the extent of details, I stopped there today, to double check my receipt for original purchase to see if there was a CPO listed on my receipt, that is when they informed me they didn't acttially sell them there, nor if I did I wouldn't have paid full contract price either. More details, more time wasted on Verizon, knowing you all won't read the "fine" print.

Poor Customer Service and even worse delivery experience

I purchased a $2500 washer dryer (electric) set last week. Mine went out so I needed something quick. Went to best buy and purchased the 2nd most expensive set they had. Guy admitted he knew nothing about the products he was selling me because he was a Home theater guy but they didnt have any appliance specialists at the store. So I read online reviews and got another guy who claimed he knew something about them (he didn't). I made my purchase anyway and had to wait 6 days for delivery on an in stock item.
I got the phone call from the automated system my delivery would be between 11-3 today. At 9:00 AM they show up. No call or anything so I wasn''t exactly ready for them but was happy to get my appliances. I was then told since I didn't unhook the old set they would not install the new one (let me remind you its an ELECTRIC Dryer) and a washer. I purchased all the goodies that was required (over $200 in cords, vents, stack pc, etc from best buy) and got the in home delivery and installation and haul away.... also I am a Best Buy ElitePLUS member so I get that for free anyway.
After pressing the delivery guys they then said OK but we also wont install it because it looks to be a "hard install" and its a tight space so its not easy for them to intall and they were worried about hitting my wall. I said I didn't care they could hit the wall if it was an accident I understood. They said its not up to me and they wanted to leave the washer and dryer outside for me to deal with. Its -30 degrees in Minneapolis today I told them it couldn;t be left outside. I had to remove my car from my garage to have them put it there so they could "move on to their next delivery" they were on a "Very tight timeframe".
I called best buy customer care. I was told to call back tomorrow they cant help me today because my delivery is "in transit".
Thanks for nothing Best buy. I understand its only $2500 and you make $50billion. Wish Dick Schultz was still in charge he understood good customer service.
Best Buy, If you care please call me or email me.
A dissapointed customer,
Kyle J. Minneapolis, MN
Solved!
Go to Solution.

Hi gotwins1985,
I of course can understand your disappointment, and with how brutally cold it has been around here lately I can see why having them left outside would be more than upsetting. It is correct that we do sometimes use other delivery companies to deliver out appliances for us, but this is not always the case.
I did look at your receipt. I show you did pay us for home delivery, but do not see you paid us for appliance installation. Our delivery service does include basic hookup of the new appliances, but would not include disconnecting any old appliances. Home delivery would also not provide for installation services.
If this delivery team did not feel basic hook up of the new appliances was all that would be required, they should have advised you appliance installation services would need to be purchased. With that said, it sounds like they re-evaluated the situation, and have now hooked up the washer and dryer. If you have any specific requests for me just post back to this thread.
Thanks for posting,
Allan|Senior Social Media Specialist | Best Buy® Corporate
Private Message

Very happy with SONY customer service

I had a problem with my new SONY Xperia Z3 and I'm very happy and grateful to SONY customer service. They fixed the problem very fast and in a very comfortable way.
My next Smartphone will be a SONY, of course!
Thank you very much SONY
Luis

Always great to hear, I hope you have no further issues
- Official Sony Xperia Support Staff
If you're new to our forums make sure that you have read our Discussion guidelines.
If you want to get in touch with the local support team for your country please visit our contact page.

Anyone here get very irritated with Verizon customer service? impossible to contact anyone in a higher position?

I am so irritated that I cannot discuss my phone issues with a manager. I get supervisors that aren't the smartest, Never return their calls, even though I get plenty of promises. also customer service people who make corrections on my account but never actually do? They do not put notes in my account. list goes on and on....

Only the negative notes are entered into your account so that the next rep has the upper hand in dealing with us. Each step up is really only to the next cubicle. There are no real managers or supervisors. These are call centers you can't see. I tried for a month to get to talk to someone about a problem with my 5th replacement in 10 months only to be handed over to a tier 3 tech...yeah right. The best they could do was an early edge upgrade, for which was a common thing to suggest in any situation. Basically, they try it one way, then pass you off to tier 2 with another option, usually a sales pitch, then the almighty tier 3 who reside above all else and make all the decisions...if you agree to change plans and buy the one phone they are pushing that month.

Help finding my profile with purchases. Frustrated with your customer service

I have been shopping in your stores for many years. Everytime I go they can never verify my account showing points. I never get the mail cooupons or the credit on my purchases. This year I just purchased a computer and last year I purchased a Lap Top. I have purchased many other items and still not getting credit. I put in my email address and then it says I am joining now. But I was just in the store like maybe 3 months ago and they opened a new profile and it's not showing up. I am concerned as with this is not showing my purchases. I also paid for extra coverage online for my lap top. Please help me. Thank you. Frustrated in Miami.

Greetings MADDIEjud, and welcome to the Best Buy forum! I can understand your concerns if you are not seeing purchases or points when you login to your account on BestBuy.com. After using the email address you registered with the forum to review your account, it turns out that you actually have two My Best Buy™ accounts. The account that your purchases are attached to is not linked to your BestBuy.com account, which is why it may appear you are not being awarded points. I would suggest that we look into merging your two accounts so that it is easier for you to keep track of your purchases and points. It should also make it easier for store associates to find your account in the future. As long as the two accounts share the same information, I should have not issue merging them. Any points/certificates in the secondary account would transfer over to the primary account following the merge. With that all having been said, I am going to need to gather some additional information from you before we move forward. I will be sending you a private message to gather the information I need and to see if there are any other questions I can perhaps help answer. To check your private messages, you will want to login to the forum and click on the little yellow envelope icon located at the top of the page. Merging My Best Buy™ Accounts Thank you for reaching out to us and for being a member of the My Best Buy™ program.

Well and truly fed up with poor customer service a...

I have been logging several issues with bt support and had 4 engineer visits to sort out my broadband.
When we first moved in the broadband connection was good approx 4mb. This declined last year to under 1mb
The bt customer support line were useless on most occasions and did little to help and when they say they willl increase the ip profile they do not.
The engineers are generally very good.
The last time i reported the problem to the support people they sent an engineer that never showed up at our house but was at the exchange and then a very rude indian man phoned me to say there was nothing that could be done to improve our broadband... Final straw yes even better was we can have a £2 discount if we sign up for another year!!!
If my neighbour who uses another provider can get 12mbs broadband why cant i even get 2mb or 3 mb ?
-------------------- enough moaning now---------------------------------
Can anyone advise on a solution?
the socket is brand new asdl socket and is the main socket into the house. It has been tested and a speed of 5762 kb's was detected at the socket.
the phone line has been checked and this was ok.
I have replaced the only filter i use on the phone upstairs with a new one.
The home hub is the 2.0 variety.
Here are my router stats:
ADSL line status
Connection Information
Line state
Connected <script type="text/javascript">// function p_ajax_adsl_status() { ajax_download_start('adsl_status=1', p_ajax_adsl_status_cb); } function p_ajax_adsl_status_cb(xml) { if (document.getElementById('adsl_status').innerHTML != xml) { document.getElementById('adsl_status').innerHTML = xml; mimic_button('submit_button_ajax_refresh', 1); } else setTimeout('p_ajax_adsl_status()', 5000); } setTimeout('p_ajax_adsl_status()', 5000); // </script>
Connection time
0 days, 00:51:35
Downstream
3,360 Kbps
Upstream
448 Kbps
ADSL Settings
VPI/VCI
0/38
Type
PPPoA
Modulation
G.992.1 Annex A
Latency type
Interleaved
Noise margin (Down/Up)
16.6 dB / 22.0 dB
Line attenuation (Down/Up)
51.5 dB / 31.5 dB
Output power (Down/Up)
5.8 dBm / 1.6 dBm
Loss of Framing (Local/Remote)
0 / 0
Loss of Signal (Local/Remote)
0 / 0
Loss of Power (Local/Remote)
0 / 0
FEC Errors (Down/Up)
39 / 0
CRC Errors (Down/Up)
30 / 6
HEC Errors (Down/Up)
95 / 0
Error Seconds (Local/Remote)
25 / 2
Hide Details
The noise margin has increased a lot but the router registers the connection rate down at 5765 during the day and around 3000 in peak time. then it just drops down to 876 . if i reset the router it goes up.
I dread running the bt speed tester application as all it seems to trigger is a decrease in speed!
If anyone can help and solve this problem we would be very greatfull...

here is the speed test data :
FAQ
<script type="text/javascript">// paintProgressAndMessageOnBar(100,"The test has successfully completed"); // </script> Test1 comprises of Best Effort Test: -provides background information.
Download Speed
622 Kbps
0 Kbps
1000 Kbps
Max Achievable Speed
Download speedachieved during the test was - 622 Kbps
For your connection, the acceptable range of speeds is 200-1000 Kbps.
Additional Information:
Your DSL Connection Rate :3360 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 750 Kbps
it just seems to get slower by the day

Going back to Comcast--Verizon poor customer service

Well, I'm going to have to terminate Verizon FIOS. I switched from Comcast, thinking the internet speed would be higher and overall service would be better, but so far my experience with Verizon has been terrible. Although (according to my contract) the fiber optic line would be run underground to my house prior to installation, it was not. In fact, on the day the service was installed, there was no cable so there was a delay of several hours waiting for a cable drop to the house so installation could proceed. A cable drop means the cable was run to the house above ground. Since the installation on April 1 (yeah, I know) Verizon has "promised" the cable would be buried on 5 different dates. Each day came and went, with no cable burial. Furthermore, there was no call from anyone to let me know the cable would not be buried on the day as promised. This has been a problem, because they require our dogs to be kept out of the back yard so they can do the cut over with the buried cable. This means we either had to stay home so we could confine the dogs when the installer showed up, or keep the dogs locked in the garage for several hours if we had to leave. Don't bother calling their tech support line to resolve the problem--their standard response is to say they will contact the department that schedules the in ground installation and I would get a call back withing 24 to 48 hours. I've been told this 3 times on 3 different occasions, and never had a call back. Yesterday I was told that the contractor would be out today to bury the cable, and they even had a work order number to confirm the appointment. Nobody showed up today, and no call back.
Now, Comcast may not be superior to Verizon FIOS, but in the 2 years I was with them they never lied to me. Verizon has lied to me (unintentionally, perhaps) at least 5 times so far, and no one has ever had the courtesy to contact me when an appointment was broken to let me know it would not be kept.
I plan on terminating the agreement with Verizon and going back to Comcast. According to my contract, Verizon was required to install the FIOS cable to my house--prior to installation--in the same manner as the copper wire; aerial or buried. Well, the copper phone line and Comcast cable are underground, but the FIOS cable is still lying on top of the ground. Breach of contract.
PS--although the service I signed up for promises internet speed up to 10 Mbps, the fastest I've seen so far has been closer to 5. Comcast was faster.

A poster wrote: "IMO all these Unions & Contractors should be gone. "
The unions have nothing to do with this...let's keep the blame where it belongs. 1) unethical, unreliable, and unresponsive contractors, 2) lack of oversight from Verizon, and 3) unresponsive, no follow up/less than stellar Verizon customer service.
Verizon...or better...Ma Bell....was at one time THE BEST SERVICE PROVIDER BAR NONE. That sadly has gone the way of the do do bird...They've dumbed down their techs, compartmentalized their "mindbank". There are very few techs who know more than "one thing" anymore. When companies slash budgets to remain competitive...invariably customer service and repair suffer...
I too have some issues with Verizon's customer service. I was a land line customer for well over 20 yrs until I had a repair issue and was told on 5 different occasions that a repair tech would be out to do the repair...they never came...they never called. My screen name is dtmfman...for anyone who doesn't know it means dual tone multi frequency...in lay terms...dial tone....Yes I've been a voice person for well over 30 years....so after 5 missed repair visits and no calls....I disco'd my land line service and now use only my cell. I'm sure at the time they (Verizon) probably thought they wouldn't miss my $40+/month income....but more and more people are fed up with poor customer service and have followed my exodus.
Back on topic...Yes sadly the buried cable issue seems to remain a big problem for Verizon. It happened to me. But..I have to say...once it did get resolved....I haven't had many problems...I too was a comcast customer...but I would NEVER go back unless Fios was discontinued...or they finally have competition in the "fiber to the house" arena.
Right now...my issues are questionable data transfer speed....and of course less than stellar customer service...
Good luck....
Message Edited by dtmfman on 05-06-2009 05:00 AM
Message Edited by dtmfman on 05-06-2009 05:01 AM
Message Edited by dtmfman on 05-06-2009 05:02 AM

Verizon FiOS Early Termination Fee and Very Poor Customer Service

I posted this as a reply to an earlier thread... but think it deserves a little more attention.... please read. Thank you.
Re: Verizon FiOS Early Termination Fee -- Salesman AND Manager lied
‎08-09-201402:03 PM
This is one organization that I will never do business with agan. You live and learn these days!! They are insisting on charging me the early termination fee of $110.00 even though Verizon DOES NOT offer service in the area I am moving to this August. My conversation with them today started like this:........ I asked if they had service at my new residential address. They indicating they did not and then I was immediately transferred to their "disconnect" department. In this "disconnect" department..... I was told I would have to pay that termination fee anyway regardless of the fact that Verizon does not offer service in that area. This was stated per someone named "Jay" representing Verizon.... This Jay would NOT even consider waiving the termination fee at all... so I asked to speak with his supervisor and got some complete jackass named Freddy who also tells me I must take the HD Set Top boxes to a "corporate" UPS location and that they will not waive my termination fee just because?? So I asked for his last name... which he did not give me... but did give what he said was his employee ID number. ( who really knows if that was a legitimate ID number anyway) So why is it that they would not be willing to waive the fee?? For me ...it is simple to explain..... Because I complained about it.... that is why!! Verizon is very wrong here and this "Freddy" character should be immediately fired. The company's customer service does need an immediate overhaul.... and this Freddy guy is playing with the good name of what once was a very reputable company. However... now.... because Verizon have no legimate process for immediate or quick complaint resolutions, they are quickly becoming a company that many people do not want to do business with anymore. I had a similar experience with Verizon Wireless as well; when I cancelled their service earlier this year..... It is not that the fee that bugs me so much.... even though it makes little sense......It is Verizon's lack of professional customer service and the questionable ethics of many of this company's representatives that has left such a distaste that I will never do business with them anymore. Just my 2 cents... for what it might be worth.

I have also had horrible service with Verizon customer service and their ETF. I moved to a new area that Verizon fios does not cover. When I moved into the new house a few weeks ago, I attempted to cancel their service, but I was told I had to keep it until my phone number was ported to Charter. I called Verizon to cancel my internet/Fios TV only and they said it would be taken care of.
Charter sent a request to them on 11/24/14 to port my phone number and Verizon denied the request a week later. I initially thought it was Charter messing up the port but come to find out, it was Verizon. I called Verizon on 12/08/14 and I was told they denied the port due to an "outstanding" bill. Well that bill was for the month in advance, which doesn't make sense because I had already canceled the service. So they were charging me for the phone, internet, and TV at an empty house. Verizon made me pay the bill so I could get my phone number ported. I paid the fee and they said the the number was ready to be ported. On 12/10/14 I received a call from Charter saying Verizon denied the port AGAIN!!!. So I called Verizon and according to them, Charter never requested the number. That doesn't make sense because I’m sure Charter is doing everything they can because they aren't being paid until that number gets ported over.
I asked the Verizon agents to give me something in writing so I could put it back on Charter but they refused to do so. (Charter gave me written proof documenting Verizon denying the port, so I know Verizon was lying.) So after dealing with Verizon and their laziness I canceled my phone number, which will cause me a lot of heartache in the future. The agent then asked if I was canceling the FIOS TV and Internet. I told him it should have already been canceled, but it wasn't. So they said it will cancel today after they already took my money for the month.
I asked to speak to a supervisor and they agent said, "Why, she wont be able to do anything." I asked him again and he finally agreed to transfer me over. After a 10 minute wait a lady named Karyn I believe, answered the phone. I explained to her how my phone number was not being ported and she said "We don’t block a port, Charter must have messed it up.” I asked her for written documentation and she refused to provide me with anything. I explained to her the reason why I had to move into a new house, due to work and my safety and she said, “Well if your military I could help you but I’m sorry I cant.” She said the only way to get out of paying for the ETF, is if I was deployed over seas fighting a war. Then she said if someone were to die, she could waive the fee...thats ridiculous.
I asked her if I was going to have to pay for the past few weeks of my service, even though I tried to cancel it and they held up my order and she said, “Ill credit you $11.00.” Thats nothing when my bill is $150.00 a month. She did nothing to help even though Verizon dropped the ball on this. Over all I am very disgusted with the employees and supervision with Verizon and I will most likely never to business with them again, unless they admit their mistakes and make it right. I have given them thousands of dollars and hours of my time and this is how they repay you. Oh and by the way, they want me to drive down to the UPS store and return their boxes for them. So they can inconvenience me further.

Very frustrated with poor customer service and lack of integrity

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