Service & Support: 3 ¼ Stars
Throughout our round-up, readers were particularly critical when scoring support. But Verizon managed to crack the three-star barrier, with a rating of 3 1/4 (3.20) stars out of five. This is once again the highest score in our survey, besting the closest runner-up by almost half a star. Satisfied readers happy with support mostly mentioned the pleasant customer service and speedy remediation they experienced.
"Overall, I've had great customer-support experiences with Verizon, and my average speed is actually higher than what I pay for," said a reader who rated support at the maximum five stars. "Any time I contact them, they are very helpful," said another reader, who awarded the company four out of five stars.
However, some readers also scored Verizon's support at or below three stars, with many citing long call lines, representatives lacking the necessary knowledge and disjointed remediation efforts as their primary issues.
"Customer service is often frustrating and unhelpful," said one such participant. "Only when you escalate [your] ticket, do your chances of running into someone that knows what they're talking about increase."
That Yoda-sounding reader is right; frustrating it is to have the help you rely on drop the ball in your time of need. However, these unsatisfied customers appear to be the minority because Verizon has the high score in our survey for customer service and support. Unlike the other ISPs in our review, Verizon's customers rated support as the least-important factor in deciding on a provider. Perhaps that lower priority gave the company an edge in our survey results, since this category did not bear the same weight in overall satisfaction as it did with other ISPs.
Not coincidentally, the majority of readers who rated Verizon's support at or below three stars were are also DSL customers.