Tried to upgrade to Fios and now my DSL was disconnected early

[sam444]

Yesterday i spent an hour on the phone with a verizon rep trying to upgrade my DSL to Fios (and drop my phone plan... have tv with directtv). About 40 minutes in, the rep explains that ahe cant figure out how to migrate me to Fios and will cancel the DSL/phone and then make a new order for Fios.. she didnt ask or explain that she was diaconnecting effective that day and i wouldn't have internet for the week until my Fios was installed. I work from home part of the week.

Later that night, i realized that the internet was disconnected and called verizon again. The rep was understanding and sympathetic, but could do nothing to resolve the issue. He did say that he would attempt to escalate my fios install and call back today (saturday). Unfortunately today is a holiday and when i called to check on it the group isnt in.

Im just really upset that so little can be done to rectify this. In talking to a rep, it was explained that this is common with upgrades and moves. (That the old service is disconnected well before the new is installed) why doesnt verizon make an addition to their work process where the rep has to specify the last date of service.. or some other way to prevent this.

Also, i cant believe the only solution is to shrug their/our shoulders and say oh well.

Currently typing this on my cell... since i dont have internet. Maybe i will take this week to try to find a better internet provider.

Thanks

[ElizabethS · Accepted solution]

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 in the middle, right at the top 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. 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.