DSL Availability

Q.  How can I find out if I can get high speed Internet service?

A.   Go to www.verizon.com and enter your Verizon phone number. Enter your address if you do not have phone service. 

Q.  Why is Verizon On-Line High Speed Internet service not available?

A.   Because the network equipment that serves you is not capable of providing DSL or High Speed Internet (HSI) service. If your location is more than three miles away, service can not be provided at a level that meets Verizon’s requirements.  The connection is not reliable. The other reason could simply be the remote switching equipment that serves you is not yet equipped for this service.  There are hundreds of these locations and it is not possible for Verizon to do them all at the same time.    

Q.    Can  Verizon make its High Speed Internet service (or DSL) available everywhere there are phone lines?

A.   That would be great!  But it’s not that simple. Different services. Dial tone or voice service is available everywhere on the Verizon network.  Data or High Speed Internet is not.  HSI requires special equipment.

Q.  There is a fiber optic line running near my residence.  Can you use it to give my area High Speed Internet?

A.  Sometimes. Some fiber optic lines serve as the umbilical lines that make it possible to bring the Internet to your neighborhood.  Other fiber lines serve as the main arteries in Verizon’s infrastructure, linking our main switching points.  In this case, these lines act much like Interstate highways, with limited “exits."  They are not designed  to be "tapped" anywhere for a new "exit." 

Q.  There is a Verizon electronics unit in my neighborhood. Can you give me service from it? 

A.    If the equipment needed for High Speed Internet is present, we can. There are hundreds of these units and they are not all equipped for service. Also, we cannot upgrade them all at the same time.

Q.  I have been told if Verizon simply adds "some cards" to its electronic units, my community could have High Speed Internet. Is this true?

A.  No.  A "plug and play" solution would be super but does not exist. Each location and each unit is unique and are designed to meet the broadband needs of the particular community that is served.

When Will HSI Be Available?

Q.   Verizon is building a new electronics terminal in my neighborhood. I stopped and asked one of your technicians when I could get High Speed Internet service. They did not know for certain.  Is there somewhere to call and ask if we are going to get HSI?

A.  Until a new site is actually constructed and ready for sales, this information is not available. Check www.verizon.com periodically for availability at your number.  We also make announcements when service is ready. 

Q.  I live in an extremely rural area. How soon will we get High Speed Internet?

A.  Rural areas pose special challenges for all High Speed Internet service providers. One issue is distance. All broadband providers must have an umbilical line to provide the actual connection to the Internet. The cost of building new network lines can cost tens of thousands of dollars.    Also, less densely populated areas make it problematic for private broadband providers to provide service profitably.  This is why state lawmakers created the new Broadband Development Council, so we can create the infrastructure for broadband in rural areas, much like we now create water and sewer service.

Misc. Questions

Q.  I have two computers at home.  Can I connect both to your service?

A.  Yes.  If you subscribe to a service that includes our wireless router modem. Or you can get our basic modem and plug it into a wireless router that you purchase.

Q. I purchased your DSL or High Speed Internet service but the order has been cancelled several times. Can you help?

A.  Cancellations sometimes indicate we may have a technical or billing issue that we could not foresee.   Call the WV Customer Care Team -- 888-331-4711. Or email them at wvcustomercare@verizon.com.  Include your original due date, the telephone number with your DSL service on it and a can-be-reached number if you wish us to contact you.

Q.  I have only cell service, no landline. Can I get your High Speed Internet service?

A.  Absolutely.  We sell broadband lines without dial tone service.  You will need a good address.  Check the Verizon website or business office (954-6200 for residential customers and 954-6202 for business customers) for pricing.  Keep in mind – you will have a true data line without dial tone or the ability to dial telephone calls.

Q.  My next door neighbors have Verizon High Speed Internet service but when I check on-line at Verizon.com, you tell me we are not eligible for service. Help!

A.  If you are truly next door to another Verizon high speed Internet customer, we can help.  Call us at 888-331-4711and leave a message and your home phone number.  Or, email the team at wvcustomercare@verizon.com. Close means close, not any significant distance from the existing Verizon High Speed Internet customer. They should literally be next door neighbors, not more than 50 yards away as a rule of thumb.