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What to Do About Lack of Responsiveness to Phone Failures

Service repair calls take a week, only to indicate that problems exist in Verizon equipment ... then nothing ...no followup, no service....total lack of commitment to customer. Online trouble reporting is hit-and-miss and access to human seems unlikely. What to do to get attention to repair needs?

Comments

smith6612

If nothing is getting done by Verizon to fix a phone failure, and running things such as MLTs (if it's a copper loop) will not get the ball rolling nor will anything else, telling your PUC (Public Utilities Commission) generally helps to get repairs sorted out quickly.

Rotary1

Unfortunately I had to do this a few years ago. My copper landline suddenly stopped working. Verizon said that they couldn't give me an estimate as to when they might fix it. The problem was that a connection a block away went bad and there were no more spares. Apparently Verizon really hates spending money maintaining their copper infrastructure; they hope we'll all switch to FioS. Anyway, I called the PUC and Verizon fixed my problem immediately. Shortly after, an aggrieved person from Verizon called to ask why I'd called the PUC on them. This is about to happen again. My landline has been useless for a week. Verizon broke 2 appointments to fix it - luckily I didn't need to be home. Then they closed the ticket. I just opened a new ticket; they suggest an appointment in 3 days, making 9 days from when I first reported it. In the new ticket, I said to fix this or I'll call the PUC. Verizon is required to provide phone service. I know this forum is monitored by Verizon. Do you have a comment?

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