Child Item

Site Totals

61416 Questions Answered 270 Categories

Backlog on repairs in NY?

Two service reps have told me there is a backlog on repairs in New York City. One said there's been a lot of "weather-related" damage (?!) It may take 2 weeks or more to get a landline repaired. Anyone else encountering delays? heard anything about why?

Comments

smith6612

It is always possible that there is a backlog of work to do from the weather. Having miles upon miles of exposed cable everywhere does add up. There is also something else to keep in mind as well. Compared to past years, not as many repair techs are employed and there is also a CWA Union vs Verizon battle going on right now, with a rally that occurred in front of the Verizon Manhattan Headquarters on Saturday. Lots of things could be contributing to it.

SoBklyn

Yep. I looked into it: Verizon's contracts with the unions are set to expire Saturday, 8/6, at midnight. So the slow response on repair requests could be the result of a job action. And if there's a strike, the delay in getting service restored could well stretch beyond the15 days the company is now committing to.

needalternative

We have lines in the yard and street, no phone service, and Verizon's attitude seems to be "we'll get there when we get there." We were first told a week to get someone to fix the lines, then a second call got us "supposedly" upgraded to a rush job. Called back that night for an update to find out the CS person had lied about that, we were not on any list for a rush job. That CS rep said they'd put us on the rush list for today. Called today for an update - guess what - they lied too! We're not on the list for a rush, still down for next week which is a joke considering they're geared up to strike. LIPA and Cablevision were at the house within a few hours of the call to check on their lines - why does it take Verizon a week?

jumpin68ny

Because they are on strike!!!! Gotta love the unions and who suffers in the end, the consumer.

LenRx1

The 2 reasons I was told for the repair backlog are 1) the strike and 2) the weather.

I was given a date of Sept 8 for service on my line. That is just shy of a month away and it is unacceptable. I advised them that if I had to wait beyond the end of this week that they can come out to my home and fix the line at their convenience however I likely would not be their customer at that point.

unknown

I think Verizon is acting like it is working in a third world country such like India.

needalternative

Unfortunately not much to do but wait it seems. Our service went out a few days before the strike and even then the wait for service was a week. We were supposed to have someone here by Noon today (11 days after the service went down) and no one has shown yet. Hearing that the backlog is now up to a month doesn't give me much hope for any return to service anytime soon.

Edited to add - it's now 40 minutes past the latest time they committed to being here. I've been on hold for 20 minutes now trying to reschedule. So happy I took a vacation day to sit around waiting for them....

bjaret

your not going to get any service right now was just informed today that they are not doing any installations and they dont have the service technicians to climb the pole to turn on my service .

manhattanlatin

I am a long-time Verizon customer. I understand that systems aren't perfect and there will be times when the phone lines go down, but when I have no landline service for THREE WEEKS, I have to have my landline calls forwarded to my cell phone and use up my LIMITED minutes, and I am unable to use the DSL service I recently reinstated, we have a serious problem!

Shouldn't Verizon have a contingency plan in place for when permanent workers strike?! Why should the customer have to bear the burden of poor service?! Technicians came to my apartment on Saturday, August 13 (almost two weeks since I placed a service call!), and I was told that the issue is based out of the central office and that I would have my landline service up and running by the end of the day. Well, that obviously hasn't happened, and I have been trying to get in touch with someone since Monday, August 15 to no avail.

When I finally do get in touch with a rep, they better credit my account for all the service I couldn't use, the minutes on my cell phone, and give me a month of free service on everything!!!

lolagoetz

If you are having an issue with your Verizon service, you can use the Verizon Troubleshooter report and try to fix issues with your Verizon phone, FiOS TV, or Internet service, as well as to schedule a repair. You can access the Troubleshooter here: http://www.verizon.com/repair. You can also find other tools on our Residential Support page that may help you diagnose your issue: http://www22.verizon.com/residentialhelp/.

doropallo

@BeckyS_VZ wrote:
If you are having an issue with your Verizon service, you can use the Verizon Troubleshooter report and try to fix issues with your Verizon phone, FiOS TV, or Internet service, as well as to schedule a repair. You can access the Troubleshooter here: http://www.verizon.com/repair. You can also find other tools on our Residential Support page that may help you diagnose your issue: http://www22.verizon.com/residentialhelp/.

You know you guys throw this canned response all over this forum, but do you read what is posted? He said his phone and DSL is down, how can he use online tools if he can't connect to the Internet? And I have clicked on these links, they go here:

We're sorry....
We are not able to process your request. To continue, please select
one of the following options:

a sorry page, not any help at all. I don't want to come off as harsh, but when the customer is having trouble offering them useless links and tools is only going to make them madder when they finally get to talk to rep.

And when I try to post your quote I get this error message:

Your post has been changed because invalid HTML was found in the message body. The invalid HTML has been removed. Please review the message and submit the message when you are satisfied.

tns

Obviously he can't.

Good news is the strike is scheduled to stop for now while they go back to talks. So he should be able to get through, and hopefully the backlog will be drastically reduced.

lolagoetz

Yes, I did read his message and since he was posting it online I had thought that he had at least some connectivity. Hence the message.

Thank you for letting me know about the link error. Apparently the period at the end of the sentence got in there and was causing the problem. I will take care of that.

Child Item