Internet has been down for more than 3 days and counting. Estimated "restoral" time keeps getting pushed back. How do I escalate this issue.

[UnhappyCustomer289]

1. Service outage started on Friday 9am.
2. I start a chat and they say a network outage has been identified and the network engineers are working on it. Estimated restoral  time is 12/28/2024 12am. 
3. Saturday morning "The estimated restoral time of your Verizon services has been updated to 12/28/2024 04:00 AM"
4. Saturday  9am: "The estimated restoral time of your Verizon services has been updated to 12/28/2024: 05:00 PM"
5. Saturday afternoon: spent 1 hour talking to Support. All they could tell me boiled down to "We're just Customer Support, talk to the network team", network team "We know there's an outage and our engineers are working on it, thats all we can do, wait until 9pm tonight it should be fixed by then.   
   

   Group Trouble Number: PAES090669 Start Time: 12/27/2024 8:37 AM Estimated Restoral time: 12/29/2024 4:45 PM Narrative: 215288/JE10029/37 FEEDER FIBER - 215288/JE10029/37 HUB NAME:H2014A LOCATION:HM-S 2 POLES S/WE CHELTENHAM AV P11611 H2014:EVENT SUMMARY=Alarm: Possible

6. Saturday  9pm: "The estimated restoral time has been updated to 12/29/2024 5:00am"
7. Sunday 9am: "The estimated restoral time of your Verizon services has been updated to 12/30/2024 12:45 AM. For more details go to verizon.com/outage" 

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 since it doesn't take 4 days to get a hub back up and running. If they were, it would've been fixed in a couple of hours to a day max and even then why am I not being directed to another hub or why isn't there a backup hub when a hub does go down. I'm in a major city, it's crazy that it takes this long. I don't care about credits being applied for the outage, I care about getting my internet back that I just paid for. 

So how 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. I'm planning on switching providers since Verizon doesn't know how to fix their hub. 

[Mfaiz · Accepted solution]

Hi @UnhappyCustomer289,

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. Thank you