On Demand pixelated. Can't find "My Support Cases"

My on demand has been pixelated for weeks.  A tech came last week, changed the router and STB and splitter, tested the on demand signal, and determined the problem is on the network.  He sent the case to "level 2" and left, said they would need to work on it at the central office.  The problem has not been fixed.  Everytime I call the person says that yes the support ticket is open but cannot say how long it will take to fix.  I'm trying this forum but I can't find where I'm supposed to see a "My Support Cases" link so I'm just posting my problem generally.  Why doesn't Verizon have live chat support or an "email customer service" option?

1 Reply
Moderator Emeritus

Hi stevelin1,

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.