Multiple Fios upgrade order failures

[SergeR]

1. Placed an upgrade order. No call/no show.

2. Called customer service again. The rep said no issue from my side, but they can't fix it, so we need to place a new order. Placed a new order. I asked how the new order is different than the previous one, what will make her order work comparing to the #1? She said she will re-check. She chatted with support and said there is still an issue with order #1 so the new order will not work until #1 will be deleted. Waited for 20 more minutes until that was completed. She assured that the new order is fine. I asked her when I can call to double check, but she said no need because everything is good. I still chatted like 4 days ahead and the rep confirmed the order is good. No call/no show.

3. Called customer service again. The rep said they can't fix that, so we need to place a new order. I said the process does not work so can I speak with a supervisor? The supervisor is not available, but even if he/she would be, they are doing an upgrade so tech support will not be able to confirm. I need to call Monday to talk to the supervisor, but we can order a technician for Monday. So we placed a new order instead and the rep promised to call me Monday directly before the service time. No call/no show. My page still shows call back call for 7/25 and "Re-schedule" button.

Besides the fact that the process does not seem to work and there is no accountability from any Verizon agent, I live in everyday fear that the service will be disconnected. Recently I cancelled phone service and because "I did not pick a new plan", I was already disconnected one time and had to call to reenable. Since I still don't have a plan, it looks like my service may be disconnected any day.

[LawrenceC]

Hi SergeR,

Your issue has been escalated to a Verizon agent. Please check your Private Messenger Inbox for a message from a Verizon Support agent. You can find your Inbox by clicking on your username at the top right corner of this page and then clicking the envelope icon that appears at the top of the menu. Response times may vary. Please continue to check your Inbox for a reply from a Verizon agent. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.

[SergeR]

I already created a ticket little while ago:

https://forums.verizon.com/t5/my-verizon-account/multiple-fios-upgrade-order-failures/td-p/920520

This is its content:

1. Placed an upgrade order. No call/no show.

2. Called customer service again. The rep said no issue from my side, but they can't fix it, so we need to place a new order. Placed a new order. I asked how the new order is different than the previous one, what will make her order work comparing to the #1? She said she will re-check. She chatted with support and said there is still an issue with order #1 so the new order will not work until #1 will be deleted. Waited for 20 more minutes until that was completed. She assured that the new order is fine. I asked her when I can call to double check, but she said no need because everything is good. I still chatted like 4 days ahead and the rep confirmed the order is good. No call/no show.

3. Called customer service again. The rep said they can't fix that, so we need to place a new order. I said the process does not work so can I speak with a supervisor? The supervisor is not available, but even if he/she would be, they are doing an upgrade so tech support will not be able to confirm. I need to call Monday to talk to the supervisor, but we can order a technician for Monday. So we placed a new order instead and the rep promised to call me Monday directly before the service time. No call/no show. My page still shows call back call for 7/25 and "Re-schedule" button.

Besides the fact that the process does not seem to work and there is no accountability from any Verizon agent, I live in everyday fear that the service will be disconnected. Recently I cancelled phone service and because "I did not pick a new plan", I was already disconnected one time and had to call to reenable. Since I still don't have a plan, it looks like my service may be disconnected any day.

This is the answer from Verizon:

Your issue has been escalated to a Verizon agent. Please check your Private Messenger Inbox for a message from a Verizon Support agent. You can find your Inbox by clicking on your username at the top right corner of this page and then clicking the envelope icon that appears at the top of the menu. Response times may vary. Please continue to check your Inbox for a reply from a Verizon agent. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.

This is what happened next:

I chatted with them in private chat and then they redirected me to Facebook messenger. Upon review, they said I only can address this issue over the phone.

So I called the number (again). The representative "found an issue" in my account/orders. He was going to create an internal ticket to address it and was going to contact me in 3 business day to resume or place a new order. This did not happen. Actually, this was the 3rd time I was promised by Verizon rep to call and it never happened. Verizon nicely set it up in such a way that I can't reconnect with the same person myself, so there is no accountability and based on experience above, the techs actively exploiting this "hole". They show proficiency and skills, they create a new ticket, which does not work, and then somebody else will have to do it again.

I tried to contact Facebook messenger support again. They sent me back to the private chat where the rep said I only can resolve it by calling. So this may be another attempt, which is no different than the previous ones.

What is interesting, after each my call I get a call from Verizon for survey purposes, but it only rings one time and the call drops. I tried to call back, but auto recorded message says the survey expired. So somehow Verizon also managed to block the feedback path so they must have no feedback, which is better than somebody providing negative feedback.

Also, there is no "higher authority" on their side where I can complain and have some certainty on the process. So all I can do is keep calling their support, re-create the ticket and hope that one day I get connected to a honest technician, who will indeed do the troubleshooting and indeed will give me follow up call. 

Verizon agent! Please do not reply to this message asking me to use the Private Messaging. We know the answer because we chatted less than an hour ago! By sending that reply it just makes it look like my request has been handled and it creates a nice picture of Verizon support model, which, in fact, it is not. At least not for the issues like this where it requires more than average technical skills and effort! Also, once you answer like that, the thread is locked and I can't add my comments any more. Which is one more way to block the feedback and keep a nice image of the Verizon support process.