NEW YORK -- Verizon Online is putting an Internet handyman into its DSL customers' computers to provide a quick fix for some of the most common Internet problems.
Using the free, intelligent software, users can quickly detect, diagnose and resolve many common Internet problems on their own.
"Our new e-support software makes it easy to solve simple online problems," said Edward A. Casale, vice president - Verizon Online Broadband Data Services. "It's another way that we're making Verizon Online DSL a more customer-friendly service."
Current Verizon Online DSL customers can download the online support software from Verizon Online's Web site at http://www2.verizon.net/supportcenter. New customers will receive the intelligent software with self-help tools in their do-it-yourself DSL installation kits.
Once downloaded, customers access the new technical tools by clicking an icon on their computer. Some common problems that can be solved online include configuration glitches and e-mail troubles. The support tool can also help with billing questions, software registration, making e-mail address changes, as well as answering frequently asked questions and providing links to common account management tools.
Customers who are unable to resolve problems themselves can submit an electronic service request to Verizon Online. Using technology similar to instant messaging, the technical support staff can troubleshoot an issue, perform remote diagnostics and send automated solutions directly to the customer. Help is always available by calling Verizon Online toll free.
According to Casale, the online support center tools can in many cases take a computer back in time to when it was working properly, before new software was installed, for example.
"Imagine being able to go back in time to fix a mistake. It's possible now to do that for many online situations. This feature can help save customers time diagnosing problems if they mistakenly alter the DSL settings on their computer," said Casale.
Verizon Online expects to provide dial-up customers with access to similar software tools for helping them solve common Internet access problems in October.
Intelligent self-help software is the latest enhancement to Verizon Online's new do-it-yourself installation kit that helps customers get their DSL service up and running in just three steps. Just about everything customers need is neatly packed inside one box -- including filters, DSL modem, registration compact disc (CD) and installation guide that uses everyday language and simple diagrams. Some customers may need a network interface card that can be obtained through electronic or computer stores.
New customers who sign up for Verizon Online's DSL service before Sept. 30 pay just $29.95 a month for the first three months. The first month is free if customers sign up online. The service is just $49.95 after the first three months. There are no hidden equipment charges, annual commitments or service-termination fees. Customers get a 30-day money-back guarantee.
Verizon is a leading DSL provider with more than 1.4 million customers in 31 states and the District of Columbia. Verizon Online provides DSL, dial-up and other Internet access services to consumers and small to mid-sized businesses.
Verizon Communications (NYSE:VZ) is one of the world's leading providers of communications services. Verizon is the largest phone company in the United States and the nation's largest wireless company, with 133.8 million access line equivalents and approximately 29.6 million wireless customers. Verizon is also the largest directory publisher in the world. With more than $67 billion in annual revenues and nearly 248,000 employees, Verizon's global presence extends to more than 40 countries in the Americas, Europe, Asia and the Pacific. For more information on Verizon, visit www.verizon.com.