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Tuesday, May 8, 2012

Verizon DSL new activation process

Previously I had posted a method to quickly set up a Verizon DSL modem so that it could be connected to a customers line in no time. In fact the method that I provided would have allowed you to set up the modem in less than 5 minutes far away from the location where the DSL service was located and just ship the pre-configured modem to your customer so that an on-site visit was not required. That post can be viewed HERE

Recently Verizon has decided that they are going to change the way that new Verizon DSL accounts are set up, thus breaking the previous methods described in the above linked post. Now Verizon requires that all new DSL accounts go through an activation process. This brings us full circle back to basically how it was before the above method was discovered, when you were required to run the Verizon CD to set the modem up. However, even though the CD method was longer than the work around, it still was able to be performed off site by the customers IT vendor and shipped to them so that the customer could just plug it in and it would work.

This new activation system that has been set up by Verizon is a greater waste of time. First it requires that you know the order number. This usually requires a phone call to DSL customer support if you did not order a new modem from Verizon at the time of install (the order number is supposedly included in the DSL modem package). Once you have the order number you need to connect a PC to the modem and have it connected to the DSL line that needs to be activated. After that is completed you will go through several steps to complete the activation, one of which being that you must click the check box that you have read and agree to the terms of service. When you click this check mark the TOS pops up in a window, that you must then close in order to check the agree check box. You then have to uncheck all of the check boxes next to the bloatware that they try to install on your system, and finally download a file to complete the installation. Once this is done, then you can continue on to set up your modem into bridge mode, and enter the user ID and password for your DSL account on the router. I do not believe that they are using open PPPoE any longer, although I may be mistaken on this, I have not attempted with a false user name and password yet.

The one rep that I spoke with and voiced my frustration at this new policy claims that this was done because no one was reading, or agreeing to the TOS. There is absolutely no logic to this statement. Most businesses have an outside IT firm set up their internet connection and network, so the IT vendor is the one setting up the DSL for them, meaning the customer never goes through this activation process, a tech for their IT company does. Also, agreeing to the terms of service is something that should be done when the service is ordered, not after the equipment has been shipped and the line provisioned. This is when Verizon is usually dealing directly with the customer and not someone from an outside IT company. This activation process requires that the IT vendor must send a technician out to each and every DSL installation to install and activate the DSL modem for the customer. The cost of sending a tech out to complete these activation installations can not always be recovered from the end user, and if Verizon insists on keeping this ridiculous activation process then it should be responsible to pay market rates for a tech from the end users IT vendor to complete the activation process.

I can understand the need to use some type of activation process like this for residential customers, however business, and enterprise customers should not be required to go through this process, which only becomes more complicated when load balancing or fail over multi-WAN routers are involved.

If you are in the industry, or if you have had to deal with this activation process I suggest you voice your displeasure with this new system to Verizon. Hopefully together we can work to get Verizon to abandon this retarded practice and allow businesses the ability to easily add new lines of DSL service as they need them.

2 comments:

  1. Thanks for sharing your info. I really appreciate your efforts and I will be waiting for your further write ups thanks once again.
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  2. Old Post but I AM in the industry and this process takes up between .5-1.0hrs of out onsite time. There is a Order Number that is never distributed properly in the channels and that number is crucial to the activation of account, especially enterprise account. VZ Enterprise must be called everytime and begged for the ICOG******** code. All in all I think this process is supposed to save VZ time in the field since all they have to do is connect and verify DSL at the DMARC. Then again these are the people who make me $$$...so who is really going to complain when I do over the first flat rate four hours of a job due to activation process. :)

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