Verizon Service Outage and ACP
Gregorysfoster

I help my 92-year-old friend, Walter, with many things. One of those things is using e-mail.

Walter had been going to the library; However, due to mobility issues, that had been difficult. In October of 2022, Walter found out about the ACP benefit. So, I helped him sign up and gave him my old computer. When he found he was going to have to pay up front to get it installed, he said he would rather just not have internet at home. Therefore, I put the installation charge on my credit card. He did get Verizon service, and the ACP benefit was applied. It worked very well until it did not.

Sometime between January 2023 and June 2023 while I was in Missouri visiting my father and away from Walter, the Verizon service to his apartment went out. At 92 years old, Walter does not understand technology, so he was not aware why his internet service was out nor who to contact.    

It was not until on or about June 17, 2023, that I visited Walter and realized the Verizon service was out. I called Verizon to get it repaired, and a technician was scheduled to go out there on June 19, 2023 at 10:00 AM. However, the technician arrived before the appointment time when I was not there yet. By the time I got there, the technician had left. Walter was able to provide the technician access to his apartment, but Walter did not understand the issue nor what the technician said (again he is 92 years old). However, the technician did not resolve the issue, and Walter still did not have Verizon internet service. I was told the Verizon tech would be by the next day, but I had to work the next day and could not be there.

I did not get back to Walter's apartment until August 4, 2023, and his Verizon internet service was still not working! I called Verizon. A tech came out to Walter’s apartment on August 8, 2023, and resolved the issue. The issue was not with the modem nor router within Walter’s apartment; rather, it seems there was an issue in the 12-story building’s utility closet. Perhaps a Verizon wire leading to Walter’s apartment had been disconnected.  

On August 4, 2023, Verizon charged my credit card $49.99. When I called Verizon to ask why, I was told Walter’s ACP benefit had been cancelled due to non-usage. The problem is that Walter could not use his internet service because there was no service to his apartment!

I helped Walter reapply for the ACP benefit. He has got that again, and it has been applied to his Verizon account. So, everything is working fine: His Verizon internet service is working, and his ACP benefit will be applied to his Verizon bill. Since the ACP benefit will cover the cost of his Verizon service, he will not have to pay for it.  

I respectfully request a refund of the $49.99 to my credit card for the August 8 payment because Walter’s ACP benefit was cancelled due to non-usage, and his account had non-usage because Walter’s apartment had no Verizon internet service from at least June – August, even after a Verizon tech had been there to restore service in June.

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2 Replies
vzw_customer_support
Customer Service Rep

Hello, Gregorysfoster, thanks for reaching out regarding your friend's Internet account. I'm sorry to hear there was an issue with his service, but definitely glad to hear it is up and running again. To make sure we're on the same page, what type of Internet service does he have? Is he using wireless Internet or does he have a residential/Fios account?

-Lauren

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vzw_customer_support
Customer Service Rep

Just a friendly reminder, we are here to help with your friend's service concern. I'll be sending you a Private Note, so we can get started. 

~Maria

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