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Today, I had horrible experience with Verizon tech support. Suddenly, my internet connection stopped working. I am a very technical person, so it did not take me long to figure out that the ethernet cable from Verizon's ONT did not have any signal. To rule out a faulty cable, I opened the ONT box and connected a brand new working cable and tested on my phone and laptop with a ethernet to USB-C adapter. No signal.
So, I called Verizon's support number , 800 837 4966. The automated system went through the usual hoops and then said that it could not connect to my ONT, so it was sending a reset signal. That did not fix the issue. So, the automated system asked me to power off/on the ONT. Then it asked me to wait 10 minutes and call back if issue was not resolved. The automated system told me that it had made a note of the call and troubleshooting steps so I will not have to repeat them. Then it disconnected the call.
I waited another 20 minutes or so and called Verizon again because I still did not have internet connection and the port was dead. The automated system again tried to take me through the same steps as before, which I had already done and which had been noted with my case. So, I tried to ask the system to direct my call to a service representative. Instead, the automated system sent me a text message with a warning that when I click the text message link, the call will disconnect. I clicked the link in the hope of reaching a live person, but that turned out to be another automated chat system. It again tried to take me through the same steps. I waited for someone live to join the chat but nothing. So I disconnected the chat.
Then I called Verizon again and the automated system tried to take me through same steps again. This time I kept yelling agent, agent, agent and finally, after a long wait, I was connected to a live person. The person took me through the same hoops, disconnect the ethernet cable, plug in a different cable, test with a laptop and so on. Luckily, I have a ton of infrastructure like desktop and laptops, so I could show the tech support person that there is no signal from the ONT ethernet port. So, the tech support person finally scheduled a technician visit. Today is Friday, the technician will come out on Sunday. For two days, I will be without internet. All smart devices: dead.
I would really like to ask Verizon:
a) Why is it so hard to reach a live tech support person?
b) Why does the automated system try to repeat the troubleshooting steps which have already been done?
c) The amount of work I did with the tech support person, I can say with 100% confidence level that an ordinary user cannot do that. Just not possible. So, what is Verizon's troubleshooting strategy in such a case?
d) Why is it so hard for Verizon to figure out that ONT has a technical issue? It should have enough built in diagnostics to determine whether the fault is with ONT or the cable itself without subjecting customer to heavily technical troubleshooting steps.
e) Why does it take two days for Verizon to send someone out to correct the issue? I am not in the middle of nowhere. I am close to Harrisburg, the capital of PA. Does Verizon really think that in 2024, a two day repair delay is acceptable?
I have had Verizon FiOS service for several years now and never had to call tech support. My first time and I had such a bad experience. I was with Verizon tech support automated or live, for more than 1.5 hours.
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Hi Arun_Gupta,
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 next to your avatar at the top right corner of this page. Response times may vary. 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.
