Why can't I talk to a Tier 2 or Tier 3 Tech Spt rep when the Tier 1 Tech says that T2 or T3 must fix

My Gigspeed Fios has been intermittent ever since upgrading to 2 Gig 16 days ago. I have spent over 30 hours on the phone with Tier 1 tech support and have had a tech to my home 4 times now to fix the issue. They all say my equipment is fine and that it is something at CO that needs to be fixed like a NG PON2 card. They tell me only Tier 3 techs can repair that and yet I cannot talk with a Tier 3 Tech and the Tier 1 Techs can only put a recommendation for them to look at the issue. How do I get someone higher up to fix my internet connectivity issues?

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SynthpopAddict

Have you asked that a ticket be created for the issue? Verizon also had a "Customer Champion" program late last year, where it's Verizon employees who are specifically trained to handle more complex customer issues. I'm not sure if they're still around, but couldn't hurt to ask for your issue to be escalated to a Customer Champion.

Zippy86

I am on the phone with Verizon now. I asked about the "Customer Champion" program and was told there is no such thing. I talked with a T3 techie and she told me I that I had to wait until Friday to find out if switching back to 1 Gig speed would fix the problem (Obviously not a T3 skilled person). BTW, I was the one that suggested I go back to 1 Gig to fix the problem because no one at Verizon could figure it out.

Albrean_VZ

Hi @Zippy86 I'm sorry you are experiencing this issue. It looks like you don't have a Verizon brand router, we recommend switching to a Verizon router to resolve the intermittent issues that you're experiencing with your new 2gig speed. If your ONT has been changed already by a technician- it might be an issue with your router not supporting the new speed correctly.