How Can I Escalate An Unresolved Service Problem?

dyrbr

Four months ago I started having pixilation probelms with my FiOS TV service. Since then 10 techicians have been to my home, and each time there was no improvement, the problem got worse, and/or new problems were created. A few weeks ago I met with a service manager who assigned yet another technician to our problem. Now the pixilation problem is worse, one of our multi-room DVRs doesn't work properly, and we are getting interference on our voice line. When I called the manager about this, he promised to send the technician out again on Friday, but the technician never showed up, and neither the manger nor the technician is responding to my voicemails and text messages.

At this point, I need to escalate this problem to a higher level. But when I call the service number all they do is put me into the same process that has failed to produce positive results for four month. If the problem doesn't get resolved soon, I will need to consider switching my TV, internet, and phone service to one of Verizon's competitors.

How can I get this problem referred to a person at Verizon with the power to get it resolved?

[Deleted User]

Hi dyrbr,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and scroll down the page to an area titled "My Support Cases". You can reach your profile page by clicking on your name located above your post, or at the top right of this page.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, you may subscribe to the case. At the top right of your support case there is a gear icon which provides a drop down menu with support case options. Click that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.