How many support fails can you find with my brief chat with support?

verizon fios support chat

Chat Subject:FiOS Internet (Slow Speed)
Your Question:This is the 3rd time I have contacted support in the past month and have had a service tech out - I can only sporadically connect and now when I do I get terrible speed. http://www.speedtest.net/result/1725566801.png
A Verizon Service Representative will be with you shortly. Thank you.
Agent Nehru has joined. (11:06:26)

Nehru : Chat ID for this session is 01231210435. (11:06:26)

Nehru(11:06:31): Thank you for contacting Verizon FIOS technical chat support. My name is Nehru; we appreciate your patience in reaching us.

Nehru(11:06:51): May I have your FIOS home phone number?

Nick Floyd(11:07:07): I do not have one, just fios internet

Nehru(11:07:17): Okay.

Nehru(11:07:28): At the end of this chat session I will be sending you some basic troubleshooting steps for future reference to your e mail ID [email protected] by which you can go ahead and troubleshoot minor telephone, video and internet issues yourself.
Nehru(11:07:28): For your account security and to assist you better, please confirm the below mentioned details 

1)	Name on the account: 
2)	Complete address: 
3)	A good Callback number for future reference:

Nick Floyd(11:07:30): my address is: **********

Nick Floyd(11:07:39): *********

Nick Floyd(11:07:48): Nicholas Floyd

Nick Floyd(11:07:55): *************

Nehru(11:08:20): Perfect! Thank you for confirming all the details.

Nehru(11:08:20): Just to let you know, in case the chat gets disconnected due to any issue at either end, please re-initiate the chat through the same channel or call our FIOS phone support at 800-837-4966, whichever is convenient to you.

Nehru(11:08:46): 
Could you please elaborate your issue so that I can assist you in a better way?

Nick Floyd(11:10:33): I have been having several issues this past month (and during dec) where I would just loose my internet connection on all devices in the house (wired / wireless). When I would browse to the router console it would tell me that the router was disconnected from the internet - I would reboot the router and sometimes I could connect others would take a few reboots

Nick Floyd(11:10:43): I had the router replaced

Nick Floyd(11:11:04): A tech came out and replaced the fiber channel in my house

Nick Floyd(11:11:40): And I am still seeing a similar issue with being disconnected, only now when it connects I get sub-optimal speeds

Nick Floyd(11:11:51): see: http://www.speedtest.net/result/1725566801.png, http://www.speedtest.net/result/1725582624.png, http://www.speedtest.net/result/1725582624.png

Nick Floyd(11:12:25): I will also note that when doing a traceroute and ping packet loss is happening and is high

Nehru(11:12:36): Sorry to know that you are still experiencing slow speed issue.

Nick Floyd(11:13:01): This needs to be resolved a.s.a.p. given that I work from home mostly

Nehru(11:13:12): Was the router been replaced?

Nick Floyd(11:14:10): yes, as stated above.

Nehru(11:14:36): Are you using a Verizon provided router or any other router?

Nick Floyd(11:14:49): verizon provided

Nehru(11:18:15): Thank you for the information.

Nehru(11:18:46): How many computers are connected to the router (wired/ wireless)?

Nick Floyd(11:20:24): 2 wired (blue-ray player, NAS) 6 on and off wireless(imac, laptop, xbox, wii, iphone, android...)

Nehru(11:21:15): Is this computer connected wired or wireless to router?

Nick Floyd(11:21:32): the one I am on right now is wireless

Nehru(11:21:58): Do you have a ethernet cable with you?

Nick Floyd(11:22:29): I have access to a port if you'd like me to connect via wired, yes

Nehru(11:22:55): Yes, Mr. Floyd.

Nehru(11:23:10): I would like to inform you that the wireless connection works at 54mbps connection speed compared to wired connection which works at 100mbps.

Nehru(11:23:21): The wireless connection may be slow due to number of reasons like, more then one computer is connected to the router wireless, other wireless devices interfering, the distance from the computer to the router and file sharing on the computer.

Nehru(11:23:37): 
Let us check the internet speed connecting this computer wired to the router.

Nick Floyd(11:24:53): Agreed but given that I am only getting around 0.17Mb/s and that I have been dealing with this for months I imagine there might be another issue... connecting wired now..

Nehru(11:25:08): Okay.

Nick Floyd(11:27:01): k, wired now

Nehru(11:27:07): Fine.

Nehru(11:27:17): Please check the internet speed now.

Nick Floyd(11:27:38): still slow, trying to load up speedtest.net

Nehru(11:28:13): Please use the following weblink to check the internet speed: http://speedtest.net

Nick Floyd(11:29:34): Back to normal speeds - http://www.speedtest.net/result/1725656768.png

Nehru(11:30:04): Sir, the issue is with the wireless network.

Nehru(11:30:24): You are not receiving the speed when you are using wireless network.

Nick Floyd(11:31:48): So your saying that even though my other wired devices see degraded performance and get disconnected that it's my wireless network?

Nehru(11:32:38): Yes, Mr. Floyd. As we are getting the correct speed on wired connectivity this confirms that there is no issue with the Verizon services.

Nick Floyd(11:34:39): do you understand that the issue is intermittent and that other WIRED devices in the house also see the problem

Nehru(11:35:15): Yes, sir.

Nehru(11:35:41): I truly understand your issue.

Nehru(11:37:56): Is the internet speed slow on wired computer intermittently?

Nick Floyd(11:38:11): I am not entirely sure how you've made your assessment based on connecting one device once to a network seeing intermittent issues - given that when performing a ping and or traceroute it clearly shows issues past the router

Nick Floyd(11:40:00): Not currently, but again the problem happens where the wired devices that are connected experience the problem as well, currently my wired devices are seeing no issues as well... I predict that I will see the issue again today before the EOB

Nehru(11:42:21): Thank you for the information

Nehru(11:42:56): Sir, we have a dedicated Expert Care team who takes of the wireless network issues.

Nehru(11:43:07): I suggest you to give them a call if you experience this issue once again.

Nehru(11:43:17): Expert Care: 877 718 6716

Nehru(11:43:27): They are open 24*7, 365 days!

Nick Floyd(11:44:38): What is your employee ID?

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