bounced from tech support to billing and back again

krutkowski

When I switched from triple play to double play (internet and TV) I added a premium subscription - HBO. although I can see HBO programming, I can not access HBO on demand. I have spent hours with Live chat agents and speaking on the phone with various support staff. One guy hung up on me. The tech support folks tried reinitializing the set-top box more than once and one fellow with billing removed the HBO subscription from my order and then reinstated it. Still no change.. How do I escalate this to a suipervisor? It's not a big problem, but certainly annoying to have spent so much time attempting to solve it only to get bounced from one group to another and to have the burden for solving it remain on me, the long term customer.

ElizabethS

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 here on the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. 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, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".

Please keep all correspondence regarding your issue in the private support portal.