For the last six weeks or so I have had the worst issues with Verizon as a DSL ISP. I want to share this story so those of you who haven't found yourself in this position yet can possibly avoid some of the headaches that I'm dealing with now.
In mid April, my wife and I purchased our first house. The person we bought the house from did the very least he could to make the house look decent. We found "cover up" jobs all over the house, including the wiring. After about a month of heavy internet use with Verizon it was readily apparent that the wiring in the house needed to be checked.
Since I work during the week, I noticed the worst drop outs in service over the weekends. The signal would drop out for five to ten minutes at a time several times a day. Each time I called the support line, I was told that I had to call them back when the problem was actually happening so that they could track it. Unfortunately, by the time I got through to a live human being, the problem usually had corrected itself. The drop out rate on the weekends was anywhere from fifteen to twenty times over the course of several hours. Sometimes I just had to walk away because the service was so poor, it wasn't even usable.
Twice I actually got Verizon to agree to send someone to my home. Both times I took time off of work and both times a Verizon technician never showed up or even called. When I called back, I found out that the local office decided that the problem was magically "fixed" when enroute to my home. Obviously this wasn't the case. One time they even claimed to have sent out new hardware to my house via UPS without telling me. Unfortunately, this doesn't do me much good since 1) I'm not there during the day to receive it and 2) I had no clue it was even coming because nobody told me. As of this post, no new hardware has shown up.
My call rate with Verizon is usually somewhere in the range of six to twelve calls per weekend over the past six weeks. At no time did anyone attempt to do anything more then log the issue in their system. Granted, the call center employees in Mexico were very nice and considerate. However, the employees in India were rude, ignorant, unintelligible and just plain useless. If I want to be insulted, I can get that here in Philadelphia.
Bottom line, Verizon could care less about you, your service, or your satisfaction as an employee. They employ call centers that are rude, under-staffed and under-trained. Do not sign up for Verizon service if you have a choice. You WILL be sorry.