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I have been a loyal Verizon customer for many years, and my current Verizon monthly bill is about $300. In my opinion, Verizon has gone from a good, mediocre to bad company. The failure of Verizon to quickly fix the current email debacle is an example. In fact, when I transitioned from Verizon DSL to FIOS not long ago, Verizon was unable to transfer my old emails from my DSL account to the FIOS account, which was unacceptable given how often customers upgrade to a supposedly better platform.and how Verizon should have the technological knowhow to accomplish this. Verizon is quick to charge us money for every little thing it does for us, but slow (if not flat out refusal) to give us credit against charges when it fails to deliver services. .
Oct 3rd,
Still lacking service and return of missing folders.
Please reply to
{edited for privacy}
as would like to know progress.
Charles Wheeler
October 2. 2012Verizon,Sunday, at midnight, I completed sending mail and six attachments before signing off my e-mail account- {edited for privacy} no problems.Monday morning my e-mail was missing most of my folders including Inbox, Sent, Trash, and a couple of personal folders Passwords, Correspondence etc.My wife's computer mail- {edited for privacy}- was unaffected leading me to believe it was my computer trouble.WHY was her computer nor effected as we share the same set-up? I run Windows 7 and she still uses XP.I spent most of the day attempting to correct my account, as I believed an automatic overnight download caused my troubles. I found nothing wrong and attempts todownload my E-mail from my wife's computer also failed.Now, two days late, Verizon informs me it was a Verizon failure.Will I get back my missing Folders?Could notification, in the future, be more prompt?Charles {edited for privacy}
Like most Verizon email users, I thought Monday's outage was a minor hiccup. 3 days later and over 10 phone calls into Verizon Customer Support I am frustrated and feel completely helpless.
If I used Verizon for my personal email, I would still view this as a minor hiccup. Unfortunately for me, I use my verizon email to do business. for 5 years now. I am the customer who saves every email related to business and has more folders than you can imagine.
The lost income I am missing out on b/c of this outage is mind blowing. In fact, I am expecting many "fires" to come up b/c of business proposals that I was suppose to work on this week but the documents are sitting on a server somewhere in Verizon land and I can not access them.
Each time I called into Verizon, I was given a timerame of when I coule expect my folders to be restored. When the time came, I logged out and logged back in and sighed when my emails were not there. My last phone was the doozy! I had a passive aggressive rep who shrugged off the outage. When I asked to be transferred to his Supervisor, he did so accordingly.
The Floor Supervisor offered listened to my concerns when I told him I was given false promises over the past 3 days of when I could expect emails to be restored. He said they shouldn't have given out a timeframe b/c there is NO ETA!!I asked him to repeat it again. NO ETA on when emails/folders will be restored
Is anyone as frustrated as I am ??!! or am I the only fool that uses Verizon email for business??
Helpless in Phoenixville Pennsylvanai
I am self employed and completely feel your pain. I just got off the phone with Verizon and there is still no timeframe of when and if are folders/emails will be restored. I am frustrated beyond belief!!
Wow I spoke to tech at verizon today and she was unaware of any issue, so she said she asked others in her dept and they did not know it happened,She kept insisting I did it myself.
I have been on hold for a manager for 5 mins... wonder if he will pick up.
This is a disgrace, I lost a lot of important stuff, invoices, proposals, receipts!! Contacts that are not saved in my address book and all previous communications.
To be told they dont know anything is a massive coverup.
Verizon is probably a victim of the same thing they've been inflicting on us for years--contracted tech support. They don't have a clue what the problem is themselves, and they can't get their contract technical people to figure it out for them. We're probably screwed.
I think like everyone here I am super frustrated with the lack of real information about the real issue. One can only speculate. But based on the amount of time this is taking, I think they were probably victimized by an SQL injection of some type and in the process this deleted tables ect. Interesting that this would happen to a leader in internet security. At least, that is what the keep saying. I have to say it does not bode well for them if they cant even secure their own servers. If it was just hardware, this would have been up in a jiffy without loss of data. I do feel for everyone who uses this email for business purposes. Thankfully I do not.
I wonder if they keeping mum on purpose. If it was a hack, this will be embarassing for them. Lets hope we can get out old emails back.
I am curious if anyone has gotten their stuff restored yet? Is this something that's coming back gradually (and I'm obviously on the bottom of the list) or has not a single bit of data been restored yet???? I will love to hear how they are going to compensate for this disaster!!!! Come on verizon - fess up, tell the whole truth and stop dragging us along here....
After my experiences with verizon in the past 6 months, I'm nowhere near surprised that this issue still isn't resolved. A couple months ago, it took me 5 days to get a FIOS technician here to replace the cable that construction crews broke. Each time I called customer support, they were unaware of the problem (Hmm. Not sure how that could be).. So how could I expect anything more from them on this problem.
I too use this e-mail for business. And at this point. I don't intend on seeing the files I lost ever again. Lesson learned. As for any type of compensation. I didn't get any when I was without service for 5 days, and I certainly don't expect I'll see any from this. However. I better be sure to pay my monthly bill on time, or they'll terminate my service toot sweet.
Frustrated in SYR>
Lee,
I have to say that the disconnect with issues and the customer service which Verizon provides is very concerning (horrible).
I have run into this issue before for other reasons. You would think they would look a the "ticket" that was opened to track the issue. You would think that an outage as big as this would have an type of flash ongoing on their screens or in their service center. More like frustration center but anyways..........
Well i see emails are back up...able to recieve and send.....but....
all my folders are still NOT restored....hence much data still lost in the verizon cyber world.....completely UNSAT.....
where's the feedback from customer service on status...no further emails from verizon other than the one that informed us of the server issue....
Hey VERIZON......your customers DEMAND immedaite resolution, return of our files and a daily up to date status......is this so hard to do in todays technology....probably so for you guys....get with it....
I also lost all of my e-mails somewhere between Sunday (very late) and early Monday 10/1/12. By Monday afternoon, I rec'd e-mails only from 3:30pm on. I called and was told there was a Nationwide Crash of a Hard drive, at a "Central Location" that no one seems to know where it is! I was told everything would be restored by 9:30am on Tuesday, then I got a text, it would be fixed by 8pm EST Tuesday night, At 10:30pm, I did a "virtual" chat with someone named "Alonso" whose responses were very delayed leading me to believe "Alonso" was in another country and obviously had NO idea what was wrong. A woman in the billing department is crediting me a whopping $4.00 for my troubles, and told me she uses Yahoo for her e-mails because it never goes down! My sister lives In Pheonixville PA and lost NOTHING..told me her daughter still has over 2500 e-mails in her inbox. I live in DE and none of my friends I have talked to lost their Verizon e-mails. While mine is for personal use, I had folders with all of my kids sports schedules, teacher and school correspondence, and important e-mails as well. I just spoke with another Com. Tech guy who has NO CLUE...when I had trouble before, the Only way I got a positive response was to e-mail the CEO of Verizon...his name is: Lowell McAdam...perhaps he hasn't been informed he has MANY unhappy customers as of yet!!
Please help...not sure how to fix...has been down for several hours!
having the same problem...glad its not just me!!!!
its driving me crazy , need to get to my emails!!!!
any idea whats going on and when it will be fixed????
Here is the latest update:
Information Regarding Service Disruptions
Service Disruption Update 10/3/12 pm
Verizon has begun to restore access to emails and folders for some customers who were affected by a service disruption on the morning of Oct. 1. Affected customers may experience a one-time five-minute interruption as their saved email and folders are restored. If you experience this interruption, please wait 10 minutes and retry the service. At that time, your saved email and folders should be restored.
We will continue to provide updates as service is restored. Again, we appreciate your patience and understanding, and we sincerely apologize for any inconvenience this has caused you.
--------------------------------------------------------------------------------------------------------------------------------------------------------
Oh Verizon!! Some customers?? What about the rest of us who are not getting out folders & emails restored??!! Don't we deserve an update as well??!!!!
I have 3 emails on the same account. I have gotten my folders and old emails back in 2 of them as of last night. The most important one, of course, I have nothing for. Not satisfied with any of the answers I am getting and hope they don't expect to be compensated (by the bill being paid in full) because it will not be. Absolutely the worst customer service response I have ever seen. The trouble ticket that was opened is closed according to them...not according to me, the customer.
Latest official update (today, PM) at http://verizon.com/outage sounds hopeful.
That page was originally publicized by VerizonSupport on Twitter, so maybe they have more information.
well, I don't know what they are doing but now I have no email again. This is absolutely unacceptable. I am so annoyed now I just don't know what to do. How can they say they are working on this and yet the email I had that was working (even without my folders) is not working at all again. We all NEED our email, thats why we have it. What is it with Verizon? they are so big and make so much money they just don't care about their customers anymore.
I found this online--only 6% of Verizon customers are affected...I wonder how much effort & resources they will put into restoring our data? (if these numbers are accurate)
Verizon works on email outage
Verizon was continuing to work late Tuesday to restore some customers’ access to emails that were sent or received before a service outage on Monday morning. About 6 percent of customers with Verizon.net addresses in the 12 states — plus the District of Columbia, where the company provides Internet service — were affected, said Lee Gierczynski, a spokesman in Pittsburgh. Customers have been able to send and receive email normally since Monday afternoon, although older messages and folders created before the outage may not be showing up, he said, adding more details are at Verizon.com/outage.
Its been 72 hours and I was wondering when my lost emails are going to be restored.
Yeah same here. One day they were there. Now they're gone. Any news.
Forget about your E mail! It is in E mail heaven!!
I noticed the appearance of only 1 of my personal folders this morning! (one of the ones I care least about) The appearance of just one worries me. Does Verizon not have the others? I have all my online shopping confirmations and other important emails I need to have back!!! I am very concerned. How do I reach a Verizon Rep I can (scream at) talk to?
I am having the same problems. All of my pass emails are gone. Some of them were very important emails that I wanted to keep. I agree, the purpose of access your emails online is so you access it from anywhere and you would think your emails were backed up in case of situations like this. I was going to use a different email service that is not associated with a cable company, just in case I did not like the service and wanted to move to another cable provider, now I wish I had. I am planning on setting up a different email account besides Verizon and direct all of my emails to that account. As someone stated, I did not receive a phone call from Verizon to inform me about the email outage and now I am finding out that it was nation wide, is another troubling fact. Was the email service hacked? Is any of my information in someone's hands? When I talked to one of the techs, he was arrogant. I asked him what happened to the email system and he just said, with a smirk, "The email server is down", as if it was a stupid question to ask.
EVERYTHING is back -- emails, folders, contacts, the whole shebang! Wow, that was scary. I'm still really peeved at the way this whole thing was handled, but am relieved and grateful everything is restored.
I still have no folders and email is up then down. Unbelievable
I had tried to log in to my email first thing this morning and was getting that stupid error message and thinking, here we go again. But then, after about an hour or so, I tried again and I got in and everything was back. I have to say, I was shocked -- I NEVER thought I would see any of my files and folders again, and was kind of resigned to that fact. So, I guess my message is, hang in there, I guess they really are working to restore everything. There's still hope! As soon as I get home tonight, I'm going to figure out how to back up everything in case this happens again...
It's been several days and still the emails prior to 10/01 are not in my folders. Advise when I will have them back.
Hello Everybody,
We understand that this is frustrating. Please understand that we're working to restore email and folders as quickly as possible. Some have already been restored, some are still being restored. We will ensure that all email and folders are returned to their original state.
You can track our progress here:
http://www.verizon.com/outage
Thank you,
Adam.
I have been using Verizon web mail for my consulting business because I work from not only my own computer, but from many different client computers. Saving everything to Outlook at home became too cumbersome so I stopped, figuring that a company like Verizon would have more reliable backup servers anyhow. I'm feeling very naive right now.When I contacted tech support, I naturally got someone overseas. This individual spoke English very well, but was clueless when it came to any technical issues. Shortly afterward I received a robocall from Verizon stating that they are aware of the internet (not email) outage in my area and are working on it. A couple of days later another robocall informed me that the internet service that was never down had been restored and I should reboot my modem.Meanwhile, my email accounts have been restored except for (you guessed it) the subaccount that I use for my business, which remains wiped clean. So, here is what I get from this experience:- Verizon is kind of slow at resolving problems that don't even exist.- Verizon's focus is on the bottom line at the expense of customer service. Having tech support staff fluent in English is great, but not nearly enough. They are obviously not trained to solve problems, but are instead given a menu of talking points.- Verizon has a shamefully inferior backup system. For a company like this not to be able to restore data quickly and efficiently is like an airline not having oxygen masks drop down as soon as there is cabin decompression.A final note: If you do speak with a tech support person, please be courteous. This is not their fault. They are just trying to eke out a living and are very likely overworked and underpaid. But in the highly unlikely event that you get a hold of a senior executive, by all means let them have the full measure of your wrath.{please keep it relevant}
