My DSL light has been blinking for 7 days. A technician came out Monday and checked inside my house and outside. He said the problem is outside, that there is an issue with the wires on the street. He said that the "Home Office" needs to internally switch the wires. The technician went to the "Home Office" which is right down the street but the technician was not at her desk so he put in a request for the wire to be switched. In the meantime, he manually switched the wires to get the internet working but said the internet would go down for 5-10 minutes when the "Home Office" did the official switch. When I got home from work, my internet was not working and my DSL light was blinking again. I immediately called Verizon and was told that my ticket had been closed and that a technician would need to come out again. Since the technician had already been in my house that morning and confirmed the issue was with the wires on the street and not my house, I told them no one would be home because I could not take another day off from work. It was understood that the technician could reach me by cell phone if he needed to talk to me but he was coming to look at the wires on the street. A visit was scheduled for the next day, Tuesday. I received a voice mail from the technician that he would be at my house in 20 minutes and would call me when he arrived. I never heard back from him and when I got home, my internet was still down. I immediately called Verizon to check on the status of the ticket. At first, the agent couldn't even locate my ticket but then informed me it was closed. I questioned the closure of the ticket since the problem had not been resolved. I then proceeded to be on hold for an HOUR while the agent tried to find out why the ticket had been closed. After an hour, the response was he didn't know and that I would have to open another ticket for an agent to come out AGAIN. The agent then insisted I needed to be home because the technician needed to check inside the house despite being told by me that the technician had already been in my house the day before and confirmed the problem was on the street. The agent then told me I needed to be home so the technician could update me. I told the agent the technician could call me on my cell phone since he clearly has the phone number since he called me on Monday AND Tuesday. The agent agreed and I gave my cell phone number again for the technician to call me. There are no appointments available until Thursday which will be 8 days since the internet went down. At this point, after 3 tickets opened, two that were closed without the problem being solved and two site visits with a third scheduled and 60 minutes on the phone,I am doubtful the issue will be resolved Thursday. I've reached the point where if the problem isn't fixed on Thursday, I am canceling my service with Verizon after six years. I shouldn't be paying for service that Verizon can't even provide because their own technician can't fix an issue with the wires outside my house.
This experience has been frustrating and the worst customer service I've ever experienced.
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