Switching From Comcast ISP To Verizon ISP

Last week, I decided to finally rid myself of Comcast Internet and Cable TV service.  I did not have their internet telephone service because (1) they could not keep my current telephone number and (2) they did not have a good quality rating for it anyway.  I used Verizon for telephone, with a "foreign exchange" (allowed me "local" calls to my friends in the Washington DC area).  The combined services were costing me $210 per month. 

Verizon kept sending me ads for all 3 services at $99 per month.  Of course, I wanted better TV than the basic, but I estimated (from the bill of a friend) that the total cost would drop to about $140 per month.  And with faster internet speed, less or no TV picture freezing (brief, but frequent on Comcast), no modem rental fee, no charge to service failed equipment (Comcast charges for any visit unless you pay a monthly support fee), etc, etc, etc.

So I arranged for Verizon FiOS service.  It was installed Dec 23rd.  I've got some gripes.  The Verizon TV remote control needs to be aimed dead on to register; the Comcast remote could be aimed anywhere in the general direction of the set top box.  I think I can fix that by raising the set top box to a higher shelf and angling it upwards a bit with rubber doorstop wedges.  The Comcast TV listings were easy to read and navigate; The Verizon TV listings are more like navigating a website.  And while the Comcast HD channels were a "bit" randomly numbered, they HAPPENED to have clumped MY favorite channels closely together.  On Verizon, the channels are logically grouped by topic, but my favorite channels are now far apart.  I'll get used to that once I memorize the new channel numbers.

Sounds OK, right?  Not!  So far, I have spent 16 hours in 2 days fighting to get my new email addresses working.  OK, Christmas weekend might not seem the best time, but it seemed to me the best.  Everyone is busy with Christmas stuff!  But I think only the least able Verizon agents were online too.

My Mac Mail was easy to set up with my Comcast service years ago.  Straightforward, no problems.  I got instructions, they worked, I had functional email.  I didn't even have any problem with Comcast when I switched from Windows to Apple.

But, oh boy, am I having problems NOW with Verizon email!  Verizon has many customer support options; telephone, virtual agent, live chat with real agents, user forums, and a downloadable diagnostic program.  The telephone que was 45 minutes, so I tried the live chat (online streaming service).  That was "not available).  So I tried the virtual agent.  My problem was beyond its programming, but it DID offer to connect me to Live Chat (not available according to its own link).  SURPRISE!  Virtual Agent can get me to Live Chat even when Live Chat thinks it is "not available". 

Sadly, I had to pull that little maneuver several times Saturday...

Saturday, into Sunday morning, I contacted Live Chat Agents 4 times.  Here is the problem I was trying to solve (and to anyone who has read this far, type "artichoke" into the comments, so that I'll know).

The agents were Kumar, Carlos, Moad, and Salvador.  I think I went all over the world!  Maybe I need a Li and an Umlak to complete the continents.  I may, yet...

The problem was that, while I could set up email accounts at the Verizon site, and set up the same on my Mac Mail, they wouldn't connect.  At first, I could send emails from my new Verizon address via Mac Mail, but not receive emails from the Verizon server.

The first Verizon Live Chat agent fixed that.  I could send emails.  But then I couldn't receive them.  I discovered he had reset my primary user name from "cavebear2118" to "vze1983ol" and THAT godwful ugly thing was my new email name (as in "vze1982ol@verizon.net").  He also deleted one of my new Verizon email sub-accounts (marksmews) AND even (in his hapless inept attempts at fixing my problem while he controlled my screen, changed my PRINTER connections (as if that had anything to do with the problem.  But afterwards, I couldn't RECEIVE any emails to my new Verizon accounts.

So after an hour of struggling, I went to Live Chat again (only game in town Xmas Eve). THAT agent got me able to RECEIVE emails to the new account, but I discovered afterwards that I couldn't SEND!

I am not a really patient person, but I AM persistent!  The next Verizon Live Chat agent assured me he understood the problem and could fix it.  He got me back to sending emails, but after he signed off, I found I couldn't send them again.

I should mention that setting up email accounts involves specific incoming and outgoing addresses and port numbers, SSL (secure socket layer -whatever those are) choices, user names, STMPs, etc; few of which I know much about (but can enter in the right places upon instructions.  I know how to find those places when asked, but I don't know what they mean.

The 3rd Live Chat agent brought me back to where the 1st one had me, but stated that the Verizon setting were right, my Mac Mail settings were right, so it had to be a Mac problem.  I let him go after only 30 minutes because my Mac Mail works just GREAT with my Comcast email addresses and there is no difference between Comcast and Verizon in that regard.

The 4th Verizon agent smiled when I explained my problem and said he knew exactly what I needed to do to fix the problem because he was familiar with it.  He gave me specific settings to enter and specific ports and where to "allow SSL with authentication".  He sure seemed to know what he was doing!  I was grateful.  But then afterwards, I discovered I STILL couldn't both send AND receive emails (as usual so far). 

I gave up for the night...

I tried again today.  This time, the agent apologised for the problems the previous agents had caused and gave me very different and very specific instructions.  Even told me how to change my primary email address from that awful "vze1982ol" to "cavebear2118".  He explained I was a POP3 on the Verizon FiOS (not the standard POP the other agents had assumed), and gave me specifv port numbers to use in several places.  He included a link to the "24/7 restart" site.  I was thrilled!!!

The link was down...  ROTFLMAO! 

Basically. all YOU will see is that my email address will change (eventually) but not yet.  Iam debating whether to attack this again tonight (it is 12:40 am here).  I'm alert at late night...  Thinking, thinking, thinking...

Well, well, what the hell, I'll go "once more into the breach, dear friends"...