89 years old woman with no service for 48 hours...

I just wanted to share a personal story of my mother without service for 48 hours... 89 years old, with vision and hearing impairment, has moved to a new apartment in the same building.  I have filed a work order for her phone transfer on Friday, 8/1/14 and was told that the service at the old place will be disconnected at midnight and by 6 PM the service will working at the new place.  At the end of the promised period, Verizon has informed me there is a problem in the building and the technician has been scheduled for Sunday morning, 8/3/14.  Technician has arrived, fixed the issue in the phone closet and informed me that the service will not be available for another 24 hours because it wasn't "programmed" and the earliest it will be on Monday, 8/4/14.

My mother lives alone.  Now she has no phone service and no medical alert line working because there is no phone service.  She never had a cell phone and she does not know how to use it.  When I called Verizon support they said there is nothing they can do except wait for the central office to do the "programming".  I hope that people of Verizon know what the remote access is and how to use it so the elderly won't become a victim of Verizon's ignorance.

Re: 89 years old woman with no service for 48 hours...
Moderator Emeritus

Hi Maya89,

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. 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.

Re: 89 years old woman with no service for 48 hours...
Customer Service Rep

We didn't hear back from you on your Private Support case. We hope you were able to find resolution to your issue.

If you need further assistance, feel free to make a new post in the public Forums. We'll be able to continue looking into your issue.

As always, we're available for support around the clock.

Ali Adam