Om just posted on GigaOm that Verizon is rolling out new 7Mbps DSL for residential customers.
I didn’t expect to be able to get the $39.99/month rate as an existing Verizon DSL customer, so I tried to call the number under the link to get more info:
My eyes aren’t playing tricks on me, right? That number is 1-888-927-1111 (even though the press release gives a different number). Well, call it and you hear a recording that says something to the effect of “If you wish to get information about a home loan or car loan, press 1, if you want to set up a vanity phone number for your business, press 2…” and so on.
Okay…so now I call the number on the press release (877-483-5898). It’s at least a valid Verizon number, so we’re making progress. Or not. After 5 minutes of going through the voice menus, none of which includes the option to upgrade service to existing accounts, I finally speak to a human who can’t pull up my account at all based on my phone number (which is both Verizon landline and DSL). I repeat my number 4 times and she says that I must not have a Verizon landline. “So I’ve been imagining my Verizon Freedom Plan bills to it for the last 10 months?”
She: Sorry, you’ll have to call the local New Jersey office. Me: Fine, what’s that number? I get it. I call. After going through the voice menus that can’t recognize me saying the word “home” no matter how many different ways I try to pronounce it, I hit “0” a few times to get into a queue for a human. At this point, about 25 minutes have no elapsed since I read the GigaOm post and I haven’t gotten one bit of useful information or goodness forbid, ordered a service upgrade.
45 second conversation with a Verizon CSR and what’s the upshot? No, the new 7Mbps service is not available for me. No, she has no idea when it will be. No, she has no idea when FIOS will be here either.
I really really wish companies would stop “announcing” services that they deliver to 3 customers as if it were anything more than smoke & mirrors. 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. How hard is that? The press release says that New Jersey is included in this “expansion.” No reason I should have to waste 30 minutes of my time to find out that for whatever reason, my address in New Jersey doesn’t count.