Help Me Restore Service! - Erroneously Disconnected

KyleFilley

To whom can help,

I have been without internet service for the last 3 days due to being erroneously disconnected and have been given the run around by 10 different call center agents (not their fault, the process is broken). I was originally moving my service on July 3rd but canceled that order 2-3 weeks ago (I am no longer moving) but it apparently did not get canceled within the system thus my internet was disconnected on July 1 around 2am.

I called immediately to try to restore service and was told they canceled the moved which should restore my service in about 1 hour. Service never restored so I called back and was told a new account had to be setup and that a technician could not come restore my service until July 11th. Mind you, I work from home and need my internet so I have since had to get a hotel. I've called multiple times over the last 2 days since the agents tell me they're working to find a technician with the dispatch department and will call me back (none of them have ever actually called me back).

Today, I call customer service again to check on the status and while on the phone the technician calls me from my "new address" stating he is there to connect the services that were originally being moved. Sadly, I asked dispatch yesterday if they could just use the same appointment time and they told me the technician had already been reassigned...apparently that was not the case since the technician showed up this morning. I asked him if there's any way he can use the appointment time to drive a couple of blocks away to reconnect my service at my current address. Dealing with him was great, he took my order number, and stated he would try to help. In the meantime I called customer service back who chatted with dispatch and was told that it's not possible to move the order to the technician because he is already busy today. I'm conversing with the technician who is willing to take the order and they are refusing to move it.

Very many broken processes here for the one-off situations and how they're handled/escalated. I am desparate to restore my service ASAP so that I can get back home to work. Please help!

Respectfully,

Kyle

[Deleted User]

Hi KyleFilley,

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.