The Community is in Read-Only Mode as we get ready to unveil a brand-new experience. Stay tuned - something amazing is on the way!
Posting in the forum as a last result as I am on the verge of cancelling Verizon due to their complete incompetence when it comes to support. On Wednesday 4/23 I was experiencing connectivity issues. We went from having speeds of 200-250 mbps to 5 mbps. After over an hour on the phone and running troubleshooting (resetting the router, restarting, etc.) nothing was resolved and the representative said they will send a replacement router and it will be there by Friday 4/25. They said don’t leave the house on Friday because it needs to be signed for. I get a confirmation email for the replacement “we’re on it!”, but no tracking number. I wait around all day on Friday until 8pm and no router arrives. I call Verizon and they say there’s a problem with the order and it was never processed. The woman on the phone says you can go to the Verizon store and they will give you the replacement. I drive 20 min to the open Verizon store and they tell me they aren’t able to do that without charging me. They give me a number for tier 2 support. I call and the representative assures me he’s very sorry for everything (he was very sincere, I don’t blame him), and tells me it has now been ordered and expedited shipping will deliver it to me on Monday 4/28. Once again, I don’t receive a shipping confirmation. I call Verizon and they tell me the order was never processed. No one is able to tell me WHY or why this has happened THREE times now (last year as well) where I expect the router to be delivered, wait home, and it never comes. Mind you, I work from home and I’m currently working off of my iPhone hotspot with low speeds. I am at my Witt’s end and I have had nothing but patience with these representatives and the multiple issues that have occurred while simply trying to obtain a replacement router. I’m very disappointed with Verizon’s support and dissatisfied with the service. It’s very unfortunate as we have been Verizon customers for 15+ and will now have to start looking elsewhere for services.
Hello there cmpedal! We are concerned about your situation and want to make sure that we address it properly and in a timely manner. We are sorry for the troubles you have experienced with the order. I am sending you a private message so that we can gather more info.
-Erica
Erica, you were very helpful in listening to my concerns. However, the router STILL has not been delivered and after speaking with yet another representative, they said once again that there is no order found.
Start a new topic or ask questions in the open forum.
