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Location: Blogs Mike |
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| Posted by: Mike Murray |
4/3/2006 |
So several weeks back I decided to upgrade my FIOS connection to the business service so I could get the 5 static IP addresses. For those of you who don't know, FIOS is Verizon's implementation of Fiber to the Premises(FTTP) that provides up to 30Mb/s of downstream bandwidth and up to 5Mb/s of upstream bandwidth in their current service offering (as well as telephone an Cable TV services) over a single strand of fiber optic cable. After calling Verizon and explaining that I wanted to upgrade from residential service to the business service I was told that I would need to cancel my entire service and then call back in two weeks and reorder the business service once my old service had completed cancellation. This is crazy. After talking to a supervisor and explaining to her that I knew quite a bit about routers and switches and that this is a software change, she said "Yes you are correct, but our billing system doesn't understand that."
After spending a little while on the phone the rep said she found a new procedure to allow me to order the business service without canceling and waiting a month to get new service. She entered my order and scheduled a date of March 28th at 8:00am for my upgrade to take place. She said a Verizon tech would come out with a new router capable of supporting the 5 IPs. I asked if I could supply my own router since I preferred a Cisco solution over their Adtran router. I was told that I must use the Adtran at a cost of $249 bucks.
On Tuesday, March 28th I sat waiting eagerly for Verizon to show up. 8am came and went, 10am came and went. At noon, I decided to call them. I was told "We have no record of your order." I guess the new procedure didn't work. Luckily I found my order number and they found my order which had been rescheduled for March 31st. It would have been nice to have been notified, but I guess Verizon doesn't care that I had to take off work and waste my entire day sitting at home waiting for them. I explained to the service rep. that this was unacceptable treatment and asked why the order had been delayed. She said "They need to install another ONT on your house and another strand of fiber since you already have residential FIOS." Does anyone at Verizon talk to anyone else at Verizon? I explained that I was upgrading and she said "OK. I can send a technician out this evening." I agreed that would be OK.
5:45pm: Technician arrives. He says "Do you have an Adtran router?" I said "No! You didn't bring one?" He said "No. That's not my job. I can't do anything for you and he left." Furious, I called Verizon back and escalated as far up the chain as I could. Finally, I found their smartest tech (or at least I was told) and he said "This is absolutely ridiculous! This is a billing change in the system and a software change at the switch. I can fix you up in 10 minutes. Hang on." So 10 minutes goes by and guess what, I have five static IP addresses running on my little DLink Router(not their Adtran and soon to be replaced with a Cisco PIX 501).
So you think the story ends there? No it doesn't. Verizon still had a tech come out and install a brand new patch in the Fiber box down the street that never got used. A technician showed up at my house on Friday to do the install that was already complete and according to my on-line Verizon bill I have been charged for an Adtran router that I have never been given.
All this goes to show, that no matter how cool your product is if your business processes are so beauracratic and bloated that you can't be profitable you are doomed to fail.
On another note:
I have obtained a Cisco PIX 501 and for the life of me I can't get the static command to work. I even copied a Cisco template config to my PIX and replaced the IP addresses. No go. I am going to build a bogus network and isntall packet sniffers tonight to find out what is wrong. I suspect the PIX may be faulty. |
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