Refusal to repair copper line in rural upstate NY.
brendulichka
Enthusiast - Level 1

My father's phone in 315 area code (rural upstate NY) doesn't work when it rains, snows, sleets or any weather other than sunny and dry.  The line is in the ditch, and after contacting a NYS Assemblywoman in 2011, it was repaired/replaced immediately, after her office intervened.

5 years later, it is deteriorated/broken again, and Verizon technicians have been out multiple times over the past 18 months.  Finally a few weeks ago, we were told that Verizon will no longer repair/replace copper lines. We were advised to get a cell phone and drop Verizon.  Cell phone coverage is NOT available in his pocket of farmland.

What can we do for older folks in rural parts of New York?  Cell phone reception is spotty, let alone trying to teach an 80 year old man with poor eyesight how to use a small phone.  There is a large population still up there in need of reliable phone service.

I'm tired of contacting Verizon about my father's phone as the contracted technicians can do nothing about it. They poke about for a while, properly diagnose the problem, but can't repair or replace it per Verizon's decision, they say.  We can get no one from Verizon to admit this. Has anyone had success after filing a complaint with the FCC, BBB, or other consumer advocate or agency?

1 Reply
kh-gary
Moderator Emeritus

Hi brendulichka,

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 scroll down the page to an area titled "My Support Cases." You can reach your profile page by clicking on your name located above your post, or at the top right of this page.

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, you may subscribe to the case. At the top right of your support case there is a gear icon which provides a drop down menu with support case options. Click that and choose "subscribe." Please keep all correspondence regarding your issue in the private support portal.

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