Voicemail Issue

[wahf]

For the past 3 months since adding a new line to my account the new line has been unable to utilize its voicemail.

I have worked with multiple verizon agents, tier 2, supervisors and am beginning to reach a breaking point.

As both an engineer myself and a consumer I am not only frustrated with the issue the line is experiencing but by how utterly difficult it has been for verizon to keep track of my case and see things through to resolution.

I have been made multiple promises and "assurances" by supervisors that have fallen short and not been followed through on.

Now approaching 3 months with no voicemail we have done all of the following and are on the verge of discontinuing years of service.

-- *86 voicemail setup "service is temporarily unavailable" after attempting to create a password
-- deprovisioned the line from services and added it back
-- added premium voicemail features to the account
-- removed features
-- added back again
-- reset iphone network settings
-- reset all iphone settings
-- factory reset iphone
-- request placed with IVR (might be wrong acro) to rebuild mailbox
-- request fulfilled
-- request apparently not fulfilled 
-- reset network settings

On each call with verizon we have to go through the same monotonous process of "please follow these steps to setup your voicemail I cant do anything with this case until you do". And every single time I give my master Case ID reference number. And every single time nothing is solved.

I had a supervisor named "VIRA" promise me she was going to call me last week, she made every promise under the moon stating she was going to comp the past 3 months of our bill, resolve another credit issue we were having etc etc. 

Surprise she never called me back. So I call into support again for the 12th time in the past month alone. And have to go through the same process all over again. and am now waiting on hour 6 of a support agent who SWORE to me a a manager would call me back "within an hour".

I am at my last leg. Not having voicemail on this line has severely interrupted our day to day as it is the users primary line and they are a freelancer. Not being able to receive voicemails in this day and age is an absolute failure. And you don't realize how much you take it for granted until you don't have it.

I realize this post will likely fall on deaf ears, I truly loved being a verizon customer as its the most reliable service i've had all these years and I love keeping my fios/mobile bundled for savings and ease of use. But we are reaching a breaking point and need a functioning voicemail so it may be time to move on.

[vzw_customer_support]

Three months of dealing with no voicemail box on your new line of service is certainly not the intended experience, wahf. I know I would be equally frustrated by the run around and missed callbacks. We definitely want to take a closer look into this issue to see what we can do to help get it resolved.  Please be on the lookout for a private note from us so we can better assist.

-Joseph

[wahf]

We will see if you can assist. I am awaiting this private note.

[vzw_customer_support]

We know the importance of getting your Voicemail dilemma resolved. We sent you a Private Note, please review at your best convenience.

~Gilbert

[wahf]

currently issue is still not resolved after speaking with 7 or so more agents and having 3-4 more NEW tickets created.

in addition they have stated they will NOT be fulfilling the statement made by a supervisor named Vira to comp our bill for the 3 months we have had this issue.

[wahf]

To no surprise in this private discussion they want me to open ANOTHER new case. Its a never ending roundabout. I am the customer, it should not be on me to keep these cases properly documented and open. I suspect they keep closing the cases on their end so individual engineers ticket que's don't remain open with unresolved issues.

Having worked on my fair share of MSP's and technical support helpdesks im almost 100% positive this is the case. Verizon you need to do better.