In my attempt to migrate to VoIP from Verizon land lines, Verizon disabled my DSL and I have been off line since last Friday.
Just so people reading this don't think I was being stupid, I realize my primary phone number was associated wtih my DSL circuit. In fact, I contacted Verizon DSL support and specifically asked about the process to migrate my primary number to another provider. I was told "...your DSL circuit will automatically be converted to a dry loop circuit.". They repeated this twice in the conversation when I asked for confirmation.
What actually happened was my number was successfully transferred to AT&T CallVantage VoIP on Wednesday. On Friday, my DSL circuit was disabled at the CO (central office). After four hours on the phone, and escalation to third tier support, I discovered that my location is not eligible for a dry loop circuit for technical reasons (probably distance).
I was on the phone off and on for four hours. I spoke to every department associated with selling, billing, and supporting Verizon DSL. I was told to call the wrong department on multiple occasions. I was on hold for a total of 58 minute for Billing - the call was dropped after 30 minutes, I called back, was put into the queue, and on hold for an additional 28 minutes.
The last call I made Friday was to Billing. I was on hold from 5:45PM until 6:35PM only to find out from the Billing customer service guy that I *really* should have called Sales, but they closed at 6:00PM EST and I would have to wait until Monday at 8AM to pursue a fix for my DSL circuit which Verizon automatically disabled.
It was the single, most painful customer service experience of my life. I am detailing it and plan to submit it as an article for a technical publication.
I will publish it in full here with all references. I have six pages of notes with dates, time stamps, and contact information.
I did pursue options on Monday, but by the end of the day, the best they could offer was to establish a new DSL circuit with an install date of February 22. This was two weeks after Verizon shut down my DSL circuit and after I transferred my home office number back to Verizon from AT&T to facilitate the fix.
I called Comcast and they had a broadband connection installed Thursday afternoon. The tech showed up early and the circuit was up and running 30 minutes before he was scheduled.