Verizon - Poor Internal Communication Complaint
Penn35529
Newbie

At the end of July, a storm came through that knocked out the Verizon box outside and the line running to our home. I made an appointment and waited three days to have a technician come out. After an hour or so, the technician said he was "amazed he was able to get the service working again and that someone would be out with a splicer to complete repairs either later that day or the next day." No one ever came, but the service was working so I figured everything had been taken care of. 

Fast forward to Thursday, Sept 8th. The Internet went out again. I explained what happened last time and set up another appointment to have another technician come. The soonest available appointment was Monday, Sept 12 - four more days without service. The technician came, was here for about ten minutes, said a splicer was needed, and that someone would be back out for repairs that day or the next day. 

No one came yesterday and I woke up to my ticket having been closed. I contacted customer support again and they said no follow-up ticket had ever been made, and that I would have to make a new appointment to have a technician come out. I made another appointment for tomorrow and they said if anything opens up today they'd call me. 

So now, I'm sitting here, waiting for Verizon again for an issue that should have been resolved a month and a half ago. The Verizon box outside is literally dangling there from the power line. I've had two technicians tell me there would be follow-up visits for repair, and neither one of them actually put in said follow-up ticket or ever returned.

I have prescriptions I need to pick up, but can't leave because I don't want to miss the technician. I also work remotely and this will be the third day of work I'll be missing. Four counting tomorrow. 

Has anyone else encountered this kind of runaround? It seems like the dispatch team and customer support team don't have very good communication with each other. I could understand this happening once, but twice for the exact same issue? I'm curious as to how many technicians are going to come out and tell me the exact same thing again. I'm not sure this is ever actually going to be fixed. Should I just give up and find another ISP? I love Fios, but this service is... well, it's just really bad. 😞

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LawrenceC
Moderator Emeritus

Hi Penn35529,

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. 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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