We ordered the ESPN College Gameday plan twice in order to receive it. Once on Friday, August 24th and again on Saturday September 1st. When we ordered the first time we were given the early bird rate and then when they told us on the 1st they couldn't find the order (which we had a confirmation #) they charged us the $142 rate until we argued to get the $121 early bird rate. We are supposed to be getting a credit and have gotten an email stating so, but we have to wait until the bill arrives.
After an hour and a half on the 1st trying to get that situated and the channels to work, we then had to call back again on Saturday, September 8th as the channels once again were not working. We (my husband and I played hand off the phone to each other as we would reach a frustration point and the other would have to take over) called Verizon and went to technical support after approximately 30 minutes we were then transferred to customer service {edited for privacy} who did everything in her power to get us sent to the right department. She provided the fiber service phone number and then attempted to transfer us after talking with her for another 30 minutes. (She also was helpful in providing us a solution to this run around issue, or so she thought.) Once on the phone with fiber service we spent the next 15 minutes being told by them that they were placing us on hold. When someone did come back on the time we had been transferred to customer service again where we had just come from. We then explained to her we had no idea what was going on that we'd been transferred again without fiber service assisting us. She then put us on hold and transferred us back to technical support where we began. At this point we were at a little over an hour and a half of being on the phone. The tech support guy proceeded to tell us that the channels must all be blocked out. Now between the hours of 12 - 3:30 there were a total of ten games that would have been shown and there is no way all ten were blocked out. Maybe one or two but not all ten. We then spent the next hour to two hours either on hold or having our box rebooted numerous times. At one point they even had us reboot our router. Every time being asked what the error was on the screen and yet again having to tell them that there was NO ERROR on the screen. When you pushed the "C" key on the remote it said that it was paid for and what date it was ordered. Then being asked if it had every worked and yet again replying yes all day on September 1st. Then being told he would call us back on via cell phone. At one point I swear, the tech had given up and just placed us on hold because we literately heard nothing on his end, until we told him at around 7:30 that we were done and it was time for dinner. He then told us to call back on Monday to resolve the issue. First of all after being on the phone for nearly 3.5 hours (We started the call around 3:30 and ended it around 7:30) what exactly are they going to do? Reboot the box again? ESPN Gameday is only shown on Saturdays. Second of all I have a job and have no time to sit at home for hours on end being on hold.
We have contacted the Verizon Customer Advocate in regards to this but we were only given another ticket number to sit and wait to see what happens. How hard is it to really fix this issue?
I am sorry to hear about the problems you have been having getting this channel to work. We would like to provide assistance to you on this matter. So we can get more information from you, I have copied your post to our private support board. Please refer all correspondences to there from here on out. You can easily get to the private support one of two ways. In the email you signed up for the forums with, you will receive a link to click on. Make sure you are already signed into the forums before clicking on this link. Another way of getting there is by clicking on your username anywhere you see it in the forums. This brings you to your account profile. Scroll down to the section labeled "My Support Cases" . In there you will see the link to your case.
Hi I got your form. I checked the account I am not seeing it active on there. I am going to double check with a billing specialist on Monday and provide an update on it for you then. I am very sorry for the inconvenience.
Thank you,
~Eric
What do you mean when you say you checked the account you aren't seeing it active on there? How many times do we have to order it? We've been dealing with Ms. Jones in the Customer Advocate office and she's been having the Fiber Plus department call us. We've already recieved two credits on our bill for the screw ups. Do explain and tell me what you found out when you contacted billing on Monday since today is Wednesday I'm assuming you got an answer.
I am very sorry for the delay. Our system is having an issue with your order for gameplan. We have our IT development team working the issue. I'll update you once I see it completed. Your ticket number is 2824329.
Thank you,
~Eric
I apologize for the delay. We checked the account it looks like it is escalated through our presidential appeals department. All correspondence will be handled through those official channels now.
Thank you,
~Eric
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