Recently, my internet connection has majorly slowed down.
Though my plan was rated for 50 mbps, I was getting speeds of around .3 mbps. When I called to get this problem resolved I followed every direction I was given to help troubleshoot the problem from my end. I restarted the router, reset it to factory settings, and the agent reset the cable box. After checking the connection speeds multiple times, with the same results each time, I was asked to hook a device to the ethernet port to my router.
Problem is, I don't own a device with an ethernet port.
I was then told that there was nothing that could be done to help fix the problem due to a policy that prevents a technician from being sent out until an ethernet connection can be made. This is a ludicrous policy simply because it puts the onus on the customer to provide a service so that Verizon can fix a problem with their service.
Could I borrow a device to do this from someone I know? Maybe. But that isn't the point. I shouldn't have to find a solution to a problem with the service you're providing. If I'm having a problem with your services, you should be the ones to fix it and that should be reflected in the service policies you write. Bottom line: this policy prevents customers like me, who don't own devices with ethernet ports, from getting the service we need and that's a failure on your end.
Outside of a policy failure there was also a failure in your customer service.
When I asked to see if there was a way around the policy or if an exception could be made due to my circumstances I was then transferred over to a supervisor who told me that nothing could be done and offered no help in finding an alternate solution. It also should be noted that no one had yet given me a reasonable explanation as to why my connection speeds had dropped. The supervisor gave no indication at any point that he had any interest in helping me figure out a solution which was clearly refelcted in his tone.
This is a clear failure and frankly I expected much better service.
