Saturday, May 1, 2010

Verizon & Connection Issue

The iPad connects to wireless networks out in public (library, school, medical centers, park, etc.). The iPad connects to wireless networks in people who use Comcast as their ISP.

But the iPad wouldn't connect to my home wireless. This has been driving me batty. I've tried different tricks, and I've tried just TRYING over and over again (sometimes the 333rd time's the charm).

I called Verizon tech support today. After the obligatory penance of going through automated service menus, I got to tech support. He put me on hold. Came back and said he was sorry, but he couldn't help me, because while Verizon is aware that there's an issue with the iPad being able to connect to wireless networks run on Verizon service, it does not yet have a solution or any kind of tech support instructions for how to address it.

He suggested I call Apple. I said I wasn't sure that would help, since the iPad itself seemed to be working just fine and could connect to everything EXCEPT Verizon. If the problem is Verizon, how can Apple fix it?

He acknowledged that was a good question -- and that it must be frustrating not to be able to get service I'm paying for. He put his supervisor, Eli, on. Eli was also very apologetic, but, bottom line, he doesn't know what to do, either.

According to Eli, the issue was registered with Verizon tech support on April 6th. They've been trying to work with Apple since then to figure out what the issue is and how to fix it. He has no estimate for how long it would take to get to a solution, but promised to call once they had one.

I asked if it would be days or weeks, noting that if they'd been working on this for a month and didn't even have an estimate on how long it would take to solve it that things didn't look good. He said the lack of a solution was 'not acceptable' and he hoped it would be a matter of days. (What else can he say?)

At this point, both Verizon and Apple probably should -- to be fair -- tell anyone who wants to sign up for Verizon Internet service or who wants to buy an iPad that the two won't work together. If you want an iPad, you'll need a non-Verizon ISP at home. If you want Verizon ISP, don't put the money into an iPad if you want one for home use.

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