Child Item

Site Totals

61431 Questions Answered 270 Categories

Fios Service completely down for going on 4 days, "restoral" time keeps getting pushed, how I escalate this?

UnhappyCustomer19 · 2023-10-26T00:21:02+00:00

* Service outage started on Monday. * I called support, technician was scheduled to come on Tuesday afternoon. * Monday Evening I get a notification that my ticket "is part of a larger service outage and a technician visit is not required at this time. We expect restoral by 10/28/2023: 01:00" * Tuesday noon: "The estimated…

UnhappyCustomer19

Service outage started on Monday.
I called support, technician was scheduled to come on Tuesday afternoon.
Monday Evening I get a notification that my ticket "is part of a larger service outage and a technician visit is not required at this time. We expect restoral by 10/28/2023: 01:00"
Tuesday noon: "The estimated restoral time of your Verizon services has been updated to 10/25/2023: 04:00 AM"
Wednesday 8am: "The estimated restoral time of your Verizon services has been updated to 10/25/2023: 08:00 PM"
Wednesday afternoon: spent 1.5 hours talking to Support. All they could tell me boiled down to "We're just Customer Support, we don't know anything. Wait until 8pm".
Wednesday 8pm: "The estimated restoral time has been updated to 10/26/2023 12:00 PM. "

That's 3.5 days of no internet service. I fully expect that the "restoral time" will be extended multiple times a day, every day, indefinitely, unless I escalate this higher. Because I do not believe that anyone is actually working on it. If they were, it would've been fixed.

So do I escalate this further? Customer Tech Support is useless because all they can tell me is what Network Team tells them, and Network Team tells them nothing of value.

Comments

[Deleted User]

Hi UnhappyCustomer19,

Your issue has been escalated to a Verizon agent. Please check your Private Messenger inbox for a message from a Verizon support agent. You can find your inbox by clicking on the envelope icon that appears at the top right corner of this page. Response times may vary and may be delayed at this time. Please continue to check your Inbox for a reply from a Verizon agent. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.

Child Item