we have enjoyed our wireless home Internet through Verizon for about two years in rural Northeast Oklahoma. In the last four or five months, the service has become increasingly unreliable. What a shame. We will be leaving soon
We'd hate to see you go and want to make sure we troubleshoot your service issues to turn this experience around. What troubleshooting have you already tried?
-Jazzy
I went through the same thing and it led me to a multiple day farce with "tech support." The first day was nine hours and five people.
The reps are all dealing with several calls at the same time, so they can't keep track of even basic information. On my most recent day dealing with them, I had a rep ask me TWICE to unplug the Ethernet cable...from the Verizon device, sent to me by Verizon, that does not require an Ethernet cable to function.
Because of this, customers can go anywhere from 3 to 30 minutes between message from reps. If the customer goes more than nine minutes without putting anything into the chat, though, they can get booted to a new rep and have to start all over again.
The reps really can't access much information. When you're transferred to them, they can't even access the previous chat until you've given them your name and phone number. Great for the first person, but when you're on the fifth rep of the day who has promised "you won't have to repeat yourself" before asking you to repeat yourself, it's so maddening as to become insulting.
The reps are either totally untrained of so overloaded they just can't keep up. One rep told me they just "needed a minute to pull up their files" to troubleshoot a new router sent to me by Verizon. After fifteen minutes, they asked me "when did the problem start?" (A question I had already answered) and "what color is the LED on the front of the routher?" (which I had also already answered). After those two questions, they had to send me to a "Tier II" rep. So, those two questions took the rep 15 minutes to prepare, or the rep was just flat-out lying about what they were doing.
The lies. Oh...the lies. One invented a job title that apparently does not exist (or the rep who told me it does not exist lied about it). One told me that I was not eligible for the service I have already been receiving for months now. Two different reps have offered me a choice between two different options...only to do both options anyway.
My support case should have remained open (since they were going to send engineers to check the local equipment), but that meant that every time I chatted with a rep I later received a notification of a new message, which always read "need more information." Considering Verizon's policy of dropping customers from the chat if they "don't respond" for nine minutes (whether or not any kind of response has been requested by the rep), I didn't want to just let it drop. Each time I got the message, I asked a rep to either a) keep me from getting that message again or b) just tell me that it's a mistake in the system and that I can safely ignore it. Two reps told me they'd fixed it (they didn't), and a third solved it...by marking my support ticket as "closed" without any other reason to. Hopefully someone actually checks on the local signal someday. I supposedly have a tech coming to my home tomorrow to set up the new router that Verizon sent me that once appeared on my account but no longer does.
We hate to read you're thinking of leaving and want to ensure we provide you the support you need with your Home Internet service. We've sent a private message so we can take a look into things with you.
For anyone experiencing issues with Home Internet services, support is just a click away at https://www.verizon.com/support/5g-home-internet/
-Katie
