How can I create a Support Case?
Enthusiast - Level 1

How do I open a support ticket where I can just provide info via text medium?  I'm getting tired of verbally repeating my story to each rep I talk to.

Essentially, I've been trying to get Fios Internet service at my new house.  I hear this is usually an easy, one-call sort of thing -- especially because the house is pre-wired / already has an ONT.  The previous owners literally cut the cables, though, so I need a tech to fix them.  We're 3 order attempts (and about 10 phone calls) in, and the "System" (i.e., purported IT as well as internal personnel structures) just won't let it happen.  This is my first experience with Verizon, and honestly, the first impression is poor.  I dare say I have gotten better customer service from *cable* providers.  (Going forward, phrases in "quotes" are things stated by various reps or myself.) 

Order #1, 10/31 (due date of original order):

My original order (placed 10/21 over the phone) was somehow eaten by the system.  I learned this after no technician arrived for my install date (10/31, 7:30am).  I called and was told that there was something "weird" about the order, and it never made it to dispatch.  The rep would "walk it over" to the proper "offline" department and find a resolution -- I was assured a callback "as soon as possible".  I heard nothing for a few hours, so I called back.  A new rep said there was apparently some trouble getting the original order to "fall out" of the system, such that we could not create a new order.  Usually that only "takes a few minutes", but there was something odd about this one.  He said he would check it periodically and call me with a status update by "5pm" (CoB), but that never happened.  (At this point, I had missed a video conference that I was supposed to join in the afternoon.)

Order #2, 11/1:

I called late in the day, and a new rep said she could create a new order.  I told her I had a copy of the original order estimate (received via email), but she said I could not email it to them.  She had to recreate the order from scratch (from my description).  However, during creation there was a credit check problem, so she had me call the VZ credit department.  I called them and repeated the story.  They found that the reason for the flag was that the rep had typoed my name.  They then forwarded me to a new rep who cancelled this order.  (Good thing, anyway, becuase when I received the new estimate via email, I noticed random charges that were not on my original pricing.)

Order #3, 11/1:

The rep began creating my third order.  Again, he said I would have to read the details of the other order to him (because of this no email policy/issue) -- okay, fine.  However, as we approached completion (and before he could give me the order number), the phone call disconnected.  I waited a few minutes, but he did not call me back at the number listed on my order.  I called in again, got a new rep (as usual), and repeated all the details, half-joking about this third order being either "third time's the charm" or "third strike".  She eventually found that the order process was now on hold with some other VZ department which is "closed on weekends" and suggested calling back Monday.  I asked if I could have her ext/ID number, or if I would have to get a new rep when I call back.  She indicated the latter, along with the word "unfortunately".

Order #3, 11/2:

I called and got a new rep.  He tried his best to be helpful but was himself "being given the runaround" by various VZ departments -- via Live Chat, apparently.  (I don't understand why inter-departmental communication is so difficult.)  After being on and off hold for what was likely an hour, he asked for my availability later today and said he would call me back around that time.  Naturally, I no longer hold any trust in these callbacks (which I told him) -- I said I would just call back and talk to yet another rep when I had time.  He is free to call me if he has news, but again, I doubt it will happen.


TL;DR version:

I'm a new (potential?) customer, a Verizon neophyte, and I'm having a lot of trouble simply ordering new internet service.  I'd like to be placed into some sort of support ticket system (which I read is available in these forums) so I don't have to repeat all of the above to each new rep.  My voice is tired.

Re: How can I create a Support Case?
Moderator Emeritus

Hi jon_p,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.