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For over 2weeks, I have had my Westell Model 327W modem disconnecting me randomly. I have called Verizon, the first time the guy said it could be my C drive(which had 4.5GB left) and made me delete a lot of junk, which I did. I know this wasn't the issue but I satisfied what he wanted. EEEEEEEERRR, wrong. It wasn't that issue. He said it was firmware. I believed him, but after a few days, it wasn't the case.
The modem continually to disconnect randomly. It would only last 30seconds to 1minute.
Time and time again, the Verizon tech guys(girls also, but yeah in general), told me to call them when my connection is down. But how can I? I have to be a psychic to time it like that. It takes me 2+ minutes to get through, have to press this number, then go through this, then that, it's horrible. I keep telling them I want my issue to be escalated to the networking team.
They checked the line.
"Perfect," they said. Of course, because my internet is up. I know plenty of this stuff, and I am 99.9% sure that it is the modem. I have checked filters, and wires. I have even checked the power source to check if it was within 12V, it was.
I called the second time, and they made me shut off the computer/modem for 2 minutes and run it back. And again, they said my line was perfect. They said they would replace the modem, and made me a ticket #.
At 1:30AM, I called again, this time, a lady answered. I told her what I told the other two, and she told me to record the time of disconnects as well as date. I did that.
This guy answers now, an Indian guy, easy accent to detect. Wow, holy shit. I guess he sensed my frustration since I've had three disconnects in less than one hour and he abruptly told me to shut off my computer/modem. Basically, he did what the second guy wanted me to do, I didn't do it. I told him it doesn't work, etc. All he said was, "sorry sir, we cannot escalate this issue because as I checked, your line is perfect. Call back when the line is back." And once again I have to explain to him that when I call them up, my connection is already up and running, and is stable.
He then told me to call back once I have issues again. Well, the past two days I've been busy but also getting unstable connection. I'll call them again during my Thanksgiving break.
What a shitty company, and so to think I have praised them so highly in the past.
/Rant.
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keep complaining, be unreasonable, threaten to switch providers? :s
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tell them to foad next time and then hang up on them, then switch providers.
easy
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Yeah, next time I call I'll threaten to switch, I've been using their service for 7+ years.
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I had this problem with them at my office and dropped the cocksuckers. Sadly enough... my optimum online account blows just as hard. When it gets hot in the summer, my internet is goes out all the itme
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Calgary25996 Posts
The fastest way to get your problem escalated with any company is to tell them to transfer you so you can cancel your plan. Then that person will ask you why you want to switch, and you start complaining about terrible service. Then you get transfered to the level of person who can actually get shit done. I've done this a couple times, usually I don't even want to cancel my plan, it's just an empty threat. When I tried it on my cable provider they actually went through the process of cancelling my plan instead of sending me to customer service so I hung up.
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Yeah lol. I've done that a couple times. Saying that you're going to their competitor works wonders as well.
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dude i know how you feel because i have the exact same isp/modem. i'm thinking about switching to cable/roadrunner. verizon sucks.
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On November 21 2007 05:50 ambit!ous1 wrote:
dude i know how you feel because i have the exact same isp/modem. i'm thinking about switching to cable/roadrunner. verizon sucks.
I have done a search on it, there's a specific dsl modem forum that talks about this, and we're not alone.
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It's rather funny that you should post this, because I also use that same Westell modem and mine is serviced by BellSouth. I've also been having those random disconnects, usually when the phone line is being used(despite not having dial-up), and also just random disconnects throughout the day. So I'm thinking that it's a defective modem, not Verizon.
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Yeah wtf, I mean when they show those verizon commercials with their intelligent black employees, and their robust white managers, and then they show the chinese or East asians, and show the speciality of the premise of having the honor of having them work for them, let alone talk together. How cosmopolitan!!!!!!!!!!!!!
There are no Indians though 
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Baltimore, USA22259 Posts
Cable FTW. 
Also - I don't know how the Westell modems/DSL modems in general handle, but from my experience working for Comcast, 99.99999% of the time when the modem is up, down, up, down, it's the signal coming over the lines themselves, and NOT the modem. Modems are actually pretty simple, they either work or they don't. None of this up/down stuff.
They're a pretty shitty company if they haven't even volunteered to have a technician come out and look at the lines or offer to swap the modem at the least though. I know we would've had something like this fixed much earlier.
Edit - And we don't outsource to India either. ^_^
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On November 22 2007 03:03 Thegreatbeyond wrote:Yeah wtf, I mean when they show those verizon commercials with their intelligent black employees, and their robust white managers, and then they show the chinese or East asians, and show the speciality of the premise of having the honor of having them work for them, let alone talk together. How cosmopolitan!!!!!!!!!!!!! There are no Indians though
The Indians work in the background, as in being sucky techs. 
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EPT
