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Service connection frustrations

I'm dealing with a strange issue with Verizon which is really leaving a bad taste in my mouth as a new customer.

I ordered FiOS gigabit via the website and scheduled an install for the 15th, as there was no self-install option provided. Meanwhile, the geniuses at the cable company disconnected my service a week earlier than they should have.

I already have an Alcatel-Lucent ONT installed in my home from previous service like two or so years ago and a G1100 modem. As far as I can tell, technically, I am ready for service to be turned up, no tech required.

And yet, the woman I spoke to at customer support INSISTS that a tech has to come to my home no earlier than the 12th to perform the install. She was unable to explain why, saying "Oh, they may need to replace the ONT" but when I tried to provide information about my specific ONT, she had no idea. She *actually suggested* that I call back the cable company to restore service with them in the meantime.

Is there any higher level group that I can reach to assist me with this problem before I give up and call the cable company? Suggesting to customers that they restore service with your competitor doesn't strike me as an effective customer service resolution. At this point, I am considering cancelling the whole FiOS install and not coming back.

Comments

MrMatthew1

Hi nokster,

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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