Verizon Loss of Dial Tone, Loss of Account

darkicered · 01-25-2005, 08:16 AM

I had an odd experience this weekend with Verizon DSL that they were not able to adequately explain, but thought someone on the forum might:

I lost dial tone to my home due to a neighborhood phone outage on Friday, Jan. 21. The problem was fixed within a few hours, but when I finally got a dial tone back again, my DSL was down. Not to worry, I thought - I'll call tech support have have them reset my modem. Turns out it is not that easy.

According to Verizon, when I lost dial tone on my phone line, my whole DSL account became inactive, and it was therefore necessary to cancel the old account and start a new one. This, they said, could take up to a week. To me, this is ludicrous, as this must happen often enough to drive their billing department crazy (with all the cancellations and restarts of service.)

Has anyone heard of this before, and can someone explain why this would be the case? I called Earthlink, and they do not have the same problem.

johnwill · 01-25-2005, 12:44 PM

I've never heard of that, and it sounds like total BS. I have a number of clients with Verizon DSL, and they've had phone outages, and when the voice service is restored, so is the DSL service.

**MD_Willington** · 01-25-2005, 03:16 PM

That is very odd...the CO has it's own power, it runs off DC for the most part.

I'd expect to loose dial tone if something physically happened to the phone line or the CO burnt to the ground.

Usually once the service is restored you'll have to cycle power on your DSL bridge at your house and a slot is automatically provided to you on the local DSLAM or ATM...

Weird or BS

MD

**epos159** · 01-25-2005, 07:01 PM

At the church where I work we have Verizon and we just had our whole phone line ripped down because it was sagging so low and caught on a truck. When they reinstalled the line everything picked up where it left off. Sounds weird to me too.

**quizme1220** · 01-25-2005, 10:50 PM

I have been dealing with Verizon DSL for 4-5yrs. and have never I mean never heard of such nonsense

. When we had that great black-out in 2003 as soon as electricity was restored so was my DSL. Either the tech was half sleep, drunk or just didn't give a damn this is not heard of. I would suggest you call back and ask to speak to someone higher up. Unless there is a billing problem there shouldn't be any problem getting your modem restarted from the central office.

darkicered · 01-26-2005, 12:35 PM

Thanks for the reply! Actually, I did call back, and did talk to someone higher up (a couple different times, including one who described herself as a "manager"). I made a total of 8 calls between Jan. 22 and Jan. 24, and they all gave me the same story. I have since written an actual letter, and am curious as to the resonse I will get. I am still at a loss to explain either the initial problem itself or the company's response.

johnwill · 01-26-2005, 03:48 PM

I'm at a real loss, and there's got to be more to the story than we've heard so far, either on their end or your end.

01-25-2005, 08:16 AM	#1 (permalink)
darkicered Registered User Join Date: Jan 2005 Posts: 2 OS: XP	Verizon Loss of Dial Tone, Loss of Account I had an odd experience this weekend with Verizon DSL that they were not able to adequately explain, but thought someone on the forum might: I lost dial tone to my home due to a neighborhood phone outage on Friday, Jan. 21. The problem was fixed within a few hours, but when I finally got a dial tone back again, my DSL was down. Not to worry, I thought - I'll call tech support have have them reset my modem. Turns out it is not that easy. According to Verizon, when I lost dial tone on my phone line, my whole DSL account became inactive, and it was therefore necessary to cancel the old account and start a new one. This, they said, could take up to a week. To me, this is ludicrous, as this must happen often enough to drive their billing department crazy (with all the cancellations and restarts of service.) Has anyone heard of this before, and can someone explain why this would be the case? I called Earthlink, and they do not have the same problem.

01-25-2005, 12:44 PM	#2 (permalink)
johnwill Manager, Networking Forums Join Date: Sep 2002 Location: S.E. Pennsylvania, US Posts: 31,468 OS: XP-Pro, Vista, Linux Blog Entries: 1	I've never heard of that, and it sounds like total BS. I have a number of clients with Verizon DSL, and they've had phone outages, and when the voice service is restored, so is the DSL service. __________________ If TSF has helped you, Tell us about it! or Donate to help keep the site up! Microsoft MVP - Windows Desktop Experience

01-25-2005, 03:16 PM	#3 (permalink)
MD_Willington Join Date: Jan 2005 Location: WA State & BC Posts: 587 OS: XP	That is very odd...the CO has it's own power, it runs off DC for the most part. I'd expect to loose dial tone if something physically happened to the phone line or the CO burnt to the ground. Usually once the service is restored you'll have to cycle power on your DSL bridge at your house and a slot is automatically provided to you on the local DSLAM or ATM... Weird or BS MD __________________ Mainboard: PCC M848ALU / ECS L7S7A2 / ECS 748-A, HDD: Western Digital 40Gb, RAM: 2-256Mb DDR266 by Micron 4x AGP Card: 3DForce4-MX440, CDRW: Liteon 52x32x52, PSU: Antec True430, CPU: XP2200+ (AXDA2200DUV3C) *It's OK to be ignorant; it's not OK to play stupid.* *Never assume you are entitled to an answer. You are not.*

01-25-2005, 10:50 PM	#5 (permalink)
quizme1220 TSF Enthusiast Join Date: Sep 2004 Location: New York Posts: 1,265 OS: WinXP Pro Sp3 My System	Verizon Loss of Dial Tone, Loss of Account I have been dealing with Verizon DSL for 4-5yrs. and have never I mean never heard of such nonsense . When we had that great black-out in 2003 as soon as electricity was restored so was my DSL. Either the tech was half sleep, drunk or just didn't give a damn this is not heard of. I would suggest you call back and ask to speak to someone higher up. Unless there is a billing problem there shouldn't be any problem getting your modem restarted from the central office. __________________ Ad-Aware\|SpywareBlaster\|SpyBot\|AVG Free\|HOSTS File\|HijackThis

01-26-2005, 03:48 PM	#7 (permalink)
johnwill Manager, Networking Forums Join Date: Sep 2002 Location: S.E. Pennsylvania, US Posts: 31,468 OS: XP-Pro, Vista, Linux Blog Entries: 1	I'm at a real loss, and there's got to be more to the story than we've heard so far, either on their end or your end. __________________ If TSF has helped you, Tell us about it! or Donate to help keep the site up! Microsoft MVP - Windows Desktop Experience

01-25-2005, 07:01 PM	#4 (permalink)
epos159 I helped the forums. Join Date: Dec 2004 Location: PA Posts: 551 OS: Windows XP Home	At the church where I work we have Verizon and we just had our whole phone line ripped down because it was sagging so low and caught on a truck. When they reinstalled the line everything picked up where it left off. Sounds weird to me too.

01-26-2005, 12:35 PM	#6 (permalink)
darkicered Registered User Join Date: Jan 2005 Posts: 2 OS: XP	Thanks for the reply! Actually, I did call back, and did talk to someone higher up (a couple different times, including one who described herself as a "manager"). I made a total of 8 calls between Jan. 22 and Jan. 24, and they all gave me the same story. I have since written an actual letter, and am curious as to the resonse I will get. I am still at a loss to explain either the initial problem itself or the company's response.