The "F" still dances when you click on it, but my overall experience with Fiber Optic Service from Verizon is NOT FINISHED. This Follow-up to my 10/14/05 post entitled "My FiOS New Customer Experience" is Far From being Finally over. I hope to help Verizon with my Feedback, and educate the consumer with this update.
My last post left off at a point where the "piggy backing" of the Free Verizon D-Link router to my Buffalo router was working OK. But, eleven days after that, my two "main use" computers that were turned on at the time lost their internet connection, and I could not easily get it back by "rebooting" access points. It was due to a FiOS tech support person that had me set up the D-Link "LAN" port to the "WAN" port on my Buffalo router (Double "Netting" Interference). Please Forgive the use of so many capitalized "F" words, but I'm Finding it therapeutic enough that I don't have to use the rude "F" word.
As an end-user consumer (buyer), I'm a little upset with my seller, Verizon, right now. I'm trying to Figure out if I really want to be a long term buyer, or take up my "No Penalty 30 day's From installation" cancellation option. Otherwise, its a $99.00 penalty for canceling within the one year agreement on my special pricing package. See the Fine print at the bottom of this FiOS pricing web page.
A top FiOS tech support person seems (so Far) to have Fixed my somewhat Frequently dropped internet connection by setting up my IP address assignment from the D-Link, through the Buffalo router "pass through" set up, to all my access points and computers on a "static" basis vs. a "dynamic" one. But, my "Up to 5Mbps download" FiOS speed plan is only getting a speed range of 2.1 Mbps to 3.6Mbps on the laptop that I use the most. My wife, however, is getting 4Mbps to over 5Mbps on her desktop (tested here)?
Verizon has a disclaimer that they don't guarantee the speed (For many justifiable reasons), but you hate to pay the inevitable, increased rate hike that you know Verizon will charge once the year's agreement is up (while DSL prices appear to be coming down). This is especially true if you perceive (right or wrong) that the FiOS speed on your wirelessly networked PC's are less than "High-speed Internet with revolutionary speed", and you don't notice much download speed difference between your Former (minimal speed) DSL service and the new (minimal speed) FiOS service. I'm sure they hope you will be hooked on the "tested" Faster than DSL speed by the end of that First year.
My computer consultant who lives in the same town as I do, and did not get FiOS, warned me to let other people teach the FiOS tech support people about the proprietary Buffalo "bridging" set up that has to support a "MAC address". This basically means that even if I had a Verizon Wireless Router ($64.99 Extra), I could not use my many access points from Buffalo, and would have to buy new D-Link access points. (Update - Verizon got smart and is giving the wireless router for free now, but they are still trying to charge $69.99 for installation on your one primary computer, if you don't sign up for one whole year.)
Finally, what I want now is an extension on my "30 Day No Penalty" deal, so that I can make sure the "test of time" proves FiOS meets my speed and connectivity expectations. Also, a little more than one month's credit would be more appropriate for the amount of my time and aggravation. These expectations were set by Verizon employees and then the FiOS web site = "Want it? Need it? Have to have it?". A great customer service oriented supervisor at the FiOS tech support group has given me "one month's credit" for my "time and trouble". This probably represents the Full extent of her authority, and I am grateful.
But, I have spent (conservatively estimated) over 2 days (about 18 hours minimum) of my time getting FiOS to stay connected, and not have wide swings in Mbps speeds (I understand that 1/2 Mbps is normal?). I'm still getting wide speed swings even though I got rid of a three handset, 2.4 Ghz phone system, and bought an expensive, three handset 5.8 Ghz new phone system!
I tried to avoid the unwanted, extra use of my time when I First called Verizon on 7/18/05, and I was assured that there will be no problems Verizon can't Fix (sure, with me on the phone helping). I told two Verizon sales reps that I have a unique situation with my Buffalo network system, and was promised that a FiOS engineering tech support person would call me to put my mind at ease (BEFORE Verizon dug up my grass and plants to bring their Fiber Optic cable to my house). Talk about "over-promising, and then under-delivering" in many ways (like FiOS tech reps promising to call me back later, and not doing it) throughout this whole ordeal. How would you Feel if this happened to you?
Animated image courtesy of www.artie.com.
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