Struggling to get fiber line buried
VR_EFK
Enthusiast - Level 1

Hi,

Reading other posts, it seems this is an unfortunately common problem, but I suppose I will do what others have done and post here to see if that gets a more reliable response. I had Fios installed about 6 weeks ago. The installer ran the fiber line across my yard as he needed to and advised that someone would be contacting me within two weeks to bury it. I called support ~two weeks later after nothing had been done and they bizarrely sent a technician to my house thinking there was a problem with the internet itself. In any event, the tech advised that for whatever reason, a ticket had not been put in to bury the fiber line at my house. So he re-arranged the fiber line so it was mostly out of the way (so I can mow the lawn, etc.) He also advised that he put in a ticket for the fiber line to get buried.

I patiently waited another two weeks and nothing happened. So I called support and they advised the date for the ticket to be completed had been listed sometime in October. The support person (and myself) thought that was bizarre, so the tech advised it would instead be completed the following Monday (this was August 28). Since then, the following has happened (I promise, I am not making this up).

  • August 28: No phone call or visit from anyone. I call and ask what is happening, and support advises that someone will be out the next day.
  • August 29: No phone call or visit from anyone. I call and ask what is happening, and support advises that someone will be out the next day.
  • August 30: No phone call or visit from anyone. I call and ask what is happening, and support advises that someone will be out the next day. The person says that he will call and check the next day to make sure it happened.
  • August 31: No phone call or visit from anyone. I call and ask what is happening, and support advises that someone will be out  on September 5. The person who said he would call to check on things the previous day did not call either.
  • September 5: No phone call or visit from anyone. I don't bother calling as this seems to be going nowhere.
  • September 7: I call and ask for an update as I have literally heard nothing and had a bit of time on my hands. Support person confirms the due date for the ticket was September 5 (two days prior). He advises that someone will be out the next day.
  • September 8: As I expected, no phone call or visit from anyone. I decide I am not going to waste another 30 mins on the phone for support to tell me that "someone will be out tomorrow" again.

I'm generally a patient person, but this is impossibly bad customer service. I am willing to give this another few weeks but am now very seriously considering switching back to my previous ISP. Given I have nothing else to go on, I have to assume this experience is representative of typical Verizon support.

Does anyone know what is needed to get a schedule (that someone will actually keep) for getting this line buried?

Thanks.

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kh_jenn
Moderator
Moderator

Hi VR_EFK,

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.

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