How do I get to speak to a manager?

Over the last six days, I have received abysmal service for my FIOS account and my attempts to escalate to a manager have failed. Quick Recap:

  • A storm on Tuesday, August 4th, ripped all utility lines from my house
  • Power was restored on Wednesday, August 12th.
  • We immediately called to request a FIOS technician to repair our lines. We were given an appointment for Thursday, August 13th prior to 7PM
  • I was checking status online and on the app all day Thursday, which showed that the technician would arrive prior to 8PM
  • At about 7PM on Thursday, we were told that the technician had never been dispatched and would arrive Friday (Strike 1, as I was checking status all day (STRIKE ONE)
  • Technician arrived on Friday. After he drove away, he called to tell me the work was done. I immediately confirmed that WiFi and Phone were restored, but told him I needed a few minutes to check the TV. He told me to call the main number if there was a problem
  • I called around noon on Friday, and my only option was to get an automated callback at 7PM (Strike TWO)
  • I received a call at 7PM Friday. A very nice representative told me he would escalate to a manager, who would call within 24 hours. I NEVER RECEIVED A CALL FROM A MANAGER (Strike THREE, but I'm patient, so I keep trying)
  • We called yesterday, and hung up after being on hold for a very long time
  • We called about an hour ago, and were told we'll get a call back
  • During this entire time, I've tried multiple online chats, and all of them have been interminably long waits. The one time I got through, I was disconnected shortly.

How do I get to speak to a manager to get my problem resolved?

Re: How do I get to speak to a manager?
Moderator Emeritus

Hi gabrij,

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 your username at the top right corner of this page and then clicking the envelope icon that appears at the top of the menu. 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.