Blog Post

Verizon Puts PR Before The Product?

Given how many of my readers are on the East Coast of the continental US, I was thrilled to let them know that Verizon was now offering many of them an option to buy 7 Mbps DSL connections. (Of course there are thousands who have access to even faster FiOS fiber connections.) Judi Sohn, managing editor of WebWorkerDaily, in true nerd fashion decided to buy the extra 4 Mbps. She wasn’t prepared for the nightmare that followed. She dialed a number to get DSL and instead she got connected to someone offering a car loan. “If you put out a press release that a service is available, and the general public can read said press release, then service should actually be available,” Judi writes. I agree.

5 Responses to “Verizon Puts PR Before The Product?”

  1. I live only a few hundred yards from a central office in Brooklyn. I ran both my phone number and my address through the ‘check my availability’ link on the Verizon 7Mbs promo page. On both instances I qualified. I then called Verizon and after spending 40 minutes on hold or speaking with several different departments I was told my number did not qualify.

    Verizon has been running commercials promoting access to FIOS in local newscasts, yet the vast majority of us in the viewing area are not able to get the service. I’m amazed how much Verizon markets services not available. Does this make any sense at all? Plan on protesting the utility commission next time they ask for fee increases!

  2. Barry Huestis

    The major problem I have with this is that it did’nt say “Parts of the following states”. Granted I live in Western Maryland, in the sticks, but if you are not offering it to EVERYONE in Maryland, then say that.

    Just my $.02 Still love Verizon over Comcast :-P

  3. We know consumers want faster and faster connection speeds to the Internet and that’s why Verizon’s 7 megabits per second (mbps) High Speed Internet service is now offered over 1.6 million phone lines in the U.S. That is the reason a Verizon news release was issued yesterday to alert the public of the growing availability of our 7 mbps Internet services offer.

    We’re grateful Judi Sohn uses our 3 mbps Internet service, and we wish she were among the customers who could get our fastest, copper-based Internet service. We’ll continue to expand our 7 mbps offer so more customers can have the bandwidth needs they desire. To receive the 7 mbps service, a consumer needs to live within roughly 8,000 feet of a central office provisioned to deliver Verizon’s fastest, copper-based Internet service.

    In the meantime, we’re sorry to learn of Judi’s experience on Wednesday. No customer should have to experience that amount of inconvenience when they simply wish to inquire about upgrading their broadband service. We pledge to do a better job.

    We’re updating the incorrect toll-free number that appeared on our Website promoting the 7 mbps service. The correct number for people to call to find out if they live in an area where the 7 mbps service is offered is 1-877-483-5898 as listed in our March 12 news release. In the interim, customers can also inquire about our High Speed Internet service by visiting http://www22.verizon.com/Content/ConsumerDSL/.

    We want to offer the most choices for broadband service, and our 7 mbps tier makes us more competitive with cable. So in tandem, our fiber-based FiOS Internet service and our copper-based High-Speed Internet services represent great news for consumers who want a reliable, high-value alternative to their existing Internet services provider.

    Bill Kula, APR
    Director-External Communications
    Verizon Communications Inc.