Does Anyone Know How To Escalate A Repair To A Supervisor?
Enthusiast - Level 3

We've been having a problem with our TV service where the picture will freeze and restart periodically for the past 9 months. During that time we have had numerous tech calls as well as a litany of discussions with Verizon's online tech support.  Without going into exhaustive detail, the ONT has been replaced around 3-4 times, we replaced all of the coax and the router, the splitters have been replaced repeatedly and we have done a bunch of troubleshooting to try to isolate the problem to no avail. Everytime we are told to log online with tech support it is as if it's the first time we are reporting the problem and are told to do basic troubleshooting (reseat the coax, reboot the boxes, etc.).

Is there someone we can reach out to who will look into all that has been done so far and not start from the beginning? After 9 months you'd think that Verizon would have some sense of urgency about it but they don't. Is there a trick to get to someone who will advance the ball on this that anyone has discovered from a past experience. We want to give Verizon one more shot to get this fixed before we throw in the towel.

Thanks for the help!

Re: Does Anyone Know How To Escalate A Repair To A Supervisor?
Contributor - Level 1

Hi bushleaguer,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and scroll down the page to an area titled "My Support Cases". You can reach your profile page by clicking on your name located above your post, or at the top right of this page.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, you may subscribe to the case. At the top right of your support case there is a gear icon which provides a drop down menu with support case options. Click that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.