omissions on a disconnect order need to be corrected

I had a FIOS triple play term agreement expire a few days ago.  Given financial problems, I elected to disconnect my phone and TV services and keep only the 25/25 FIOS internet service.  The order completed on 1 February, but unfortunately one thing was left off the disconnect order and needs to be corrected.

Somehow the call intercept referral from the disconnected line to the replacement number was omitted from the order.  Thus when someone calls the old number they get "The number you are trying to reach is out of service." instead of the proper "The number you are trying to reach has changed.  The new number is ..."

I have both called and chatted with Verizon support about this and all I am getting is excuses!  The number that was disconnected was installed for us in November, 1978 and thus is widely noted as ours.  We have been customers longer than Verizon has existed as an entity. This needs to be corrected.

I don't care how may hoops Verizon has to jump through, I want this corrected!  My next step is to contact the Maryland regulatory authorities.


Re: omissions on a disconnect order need to be corrected
Moderator Emeritus

Hi Dave_D,

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.