Service out since 8/19
cjjjjj
Enthusiast - Level 3

My landline and high speed internet went out on 8/19, when demolition contractors working behind our building ripped out verizon's boxes. Since then, the completion date has been pushed back three times. First it was 9/10 (as I recall,) then 9/19. On 9/22, an internet request yielded the following:

Ticket Number

Service

Description

Request

Created

Committment

Time

Status

 

{edited for privacy}

Phone

8/20/2014 11:10 AM

9/19/2014 08:55 PM

OPEN

We understand the inconvenience you have been experiencing and we are working to resolve all repair requests as quickly as possible. Please be aware that this repair date is accurate, and it is the same whether you request repair status online or by calling Verizon. We apologize for the inconvenience and appreciate your patience."

Only trouble  was that on 9/22, after the "accurate" date of 9/19, the repair was not completed. That didn't stop Verizon from adding insult to injury by sending a survey asking how I liked my completed repair.

So on 9/22, I called to ask what's going on. This time I was told the "hard date" is 9/30, and that Verizon staff is working "day and night" to fix the situation.  After I called, the "committment date" was changed on the internet, to 9/30. This is date change #3.

And to top it off, I just received a bill for services I am not receiving. (And by the way, the "substitute" service Verizon provides is massively inadequate and isn't anywhere near the services I am paying for.)

So I went outside to try to find a Verizon truck that was working on the problem. None. But one man who was providing FIOS repair told me that he doubted that our repair had even been started as it was too dangerous for their staff to go on the site. His opinion was that it wouldn't even start till the demolition is completed. It's bad enough not having proper service without being jerked around by Verizon. So, I want to know EXACTLY what is the status of this repair, are there people working on the actual physical repair now, and why the date keeps getting kicked back.

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LawrenceC
Moderator Emeritus

Hi cjjjjj,

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.

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