About a week ago, my wife Sheri and I noticed a problem streaming to the living room TV. For some reason, we couldn’t watch Amazon, Hulu, HBO Go, or even YouTube using our Roku device without constant buffering. We have the Roku connected to the Internet via a wireless connection to our router. To help rule out the wi-fi as the problem, I tried watching a movie on my computer on the living room TV with Plex. It didn’t buffer one single time. If it were the wi-fi connection, I would expect to see buffering.
I then connected a CAT-5 cable from the router to the Roku in the living room and tried watching something on Hulu. It continually buffered, just like it did with the wi-fi.
That made me think the problem was with the Internet connection. We have DSL through Verizon. It’s supposed to have download speeds of anywhere from 3.1 to 7 Mbps. At least that’s what we’re paying for. To be honest, I don’t know what it was when everything was working. I never had a reason to go test it. When I went to Ookl Speed Test, it showed I was getting less than 1.5 Mbps. In fact, the later in the day, the slower the connection. In the evening, it was showing less than 1 Mbps.
I needed to contact Verison. I was dreading it. I’ve talked to them before, and I remember spending hours and hours on the phone talking to a guy in India named “Bob” who was obviously working from a script. It was not only frustrating, I never got the issue resolved.
When I went to the Verizon website to get their phone number, I noticed they now have the option of speaking to support through chat. I jumped on that, thinking it would be better than actually talking to someone.
I was right, it was better than talking to someone. At the end of the chat, after answering questions and the person from Verizon running tests, I was told my router was bad. They said it was old and had “lived out its usefulness.” I was still using the freebie Westell 7500 that I was given when I first signed up for Verizon DSL over three years ago, so this sounded more or less legit. The person told me they could sell me a new router for $29.99. I asked if I could get my own and use it with Verizon. They said I could, but they would not be able to provide expert support on 3rd party routers.
I had a good laugh over that.
I checked out Best Buy’s website and saw that they had DSL routers in stock at the Hagerstown store. I focused on a Netgear Dual Band Wireless N600 DSL Router for $99.99. I looked at Amazon for the same model, and it was $15 more than Best Buy. I would have paid the higher price for the pleasure of not having to deal with Best Buy, but I didn’t want to wait two days to get it.
Netgear Dual Band Wireless N600I paid for it online and got an email telling me it was ready to be picked up. We went to Best Buy, got it, and took it home. Then, when I began opening it, I noticed it wasn’t the router I needed. It was the same router, but this one was for cable, not DSL. I looked at my paperwork thinking I ordered the wrong one. No, I ordered the right one, they just gave me the wrong model.
We had to go back to Best Buy to exchange it. When we went to the return desk and explained we were given the wrong one, the Best Buy employee began looking on his computer to try to find the one I paid for. Sheri went to the back of the store where the routers are kept and grabbed the right one. The employee was trying to tell me that they didn’t have the actual model I paid for while Sheri was standing there holding the right model in her hand. I guess the Best Buy inventory computer showed they were out of stock because it thought I had already bought their last one.
We exchanged the routers and left Best Buy. It wasn’t until we were in the parking lot that I realized that the employee never apologized for the mix-up. Worse, I even said, “Thank you” at the end of our exchange and he never even reciprocated. I think he mumbled “OK” or something.
Why did I thank him? He didn’t thank me. He didn’t express even the slightest bit of sympathy for having to come back in and get what I paid for. I wish I could resind my thank you.
We got home from our second trip to Best Buy, and I installed the new router. Same thing. Our Internet connection was still slow. I had just spent $100 on a new fancy router and the download speed was hovering at around 1.3 Mbps.
What’s worse than having to go to Best Buy twice in the same day? Contacting Verizon support twice in the same day. This time, Sheri contacted them on chat. The person she got was a lot more knowledgeable then the person I had. The Verizon support rep she got even went into her computer remotely to look at the router settings. The person I chatted with didn’t even offer to do that.
The Verizon support rep decided the problem was at the Verizon central office. They opened a ticket with their tier-two support, and we are supposed to have a resolution by tomorrow night.
I checked our Internet speed this morning, and it shows we are downloading at 5.6 Mbps. That’s around where it was at yesterday at this time, with the old router. If the problem continues in its normal pattern, the download speed will drop as the day goes on.