Wind has caused tree damage and there are two Verizon wires down. How do I report this for a repair or service call? I am on the phone to try to call it in but still waiting aftetr 30 minutes . . .maybe Verizon is overloaded with service requests?
I did manage to connect to chat to create a service ticket due to a link that was in this forum. Phone contact does not work.
The phone cable between my house and the pole is dangling dangerously low to the street. I’ve tried to call and use the chat several times, but spent an hour waiting with no answer. Is there any other way to get someone to address this dangerous condition?
And after 35 minutes of waiting on hold, I just made it to an agent who promptly (and accidentally?) disconnected the call.
After the wind storm here in the Maryland area, a large tree branch is now on top of our residential phone line, the line is sagging and looks like it is about to break. It is affecting our service and could possibly fall into the road. Who do I contact to remove the branch from the line and check the lines status?
There is a large 1 in. Diameter cable fallen in my back yard. How do I get someone to reattach it to the pole?
verizon workers have come out twice but still nothing has been done.
@Larryfordwrote: There is a large 1 in. Diameter cable fallen in my back yard. How do I get someone to reattach it to the pole?verizon workers have come out twice but still nothing has been done.
Call your locations city engineering department, get the number through google or from your town/city/village hall. They can contact the responsible company and have them take care of it.
"I did manage to connect to chat to create a service ticket due to a link that was in this forum. "
We would all appreciate the specific details of how you did it.
I need to contact customer service because a storm downed telephone lines at my home. The support tree at https://www.verizon.com/support/residential/contact-us/homepage.htm keeps directing me to call 1-800-VERIZON. I've been on hold for more than 45 minutes, though. How can I get through to customer support?
Edit: now going on 90 minutes of hold.
Edit-2: still on hold; it has been 2 hours and 30 minutes.
There is a phone line along with another line laying across road. This is a very hazardous situation as it is a county road. I tried to report via my cell but was only able to post my home outage. Is there a way to report line laying in the road.
After 3 hours on hold, Verizon disconnected the call. How am I supposed to reach anyone at this company?
Last year a tree came down in our backyard near a wire. Confirmed with Verizon it was theirs but since nothing was wrong with the wire, they could do nothing. Yesterday's storm knocked another tree direcly on the wire, we want to remove the tree. Verizon has no way to even report the issue. Thoughts?
The line is literally lying in my front yard because it came down in the nor'easter. Should be simple enough to report, right? Of course not, because it's Verizon, therefore I have spent more than an hour in a circular of internet and phone hell trying to report it and get on the repair list. Why is this so hard??? If I don't get an email from Verizon in the next 24 hours (because my phone line is down dammit) to provide whatever info they need to send someone out here and fix this, I'll just have to resort to reporting it to the Maryland Public Utility Commission again and see if that takes care of the problem.
Just report it to your state public utility commission. Verizon seems to respond to nothing else.
My line for service, telephone, internet and TV no service. Line down, Additional problem my cell phone out of service. At local library now. Must be a way for
the system can tell NO SERVICE. I want to get a repair ticket. Pete Groh
@Marilandicawrote: The line is literally lying in my front yard because it came down in the nor'easter. Should be simple enough to report, right? Of course not, because it's Verizon, therefore I have spent more than an hour in a circular of internet and phone hell trying to report it and get on the repair list. Why is this so hard??? If I don't get an email from Verizon in the next 24 hours (because my phone line is down dammit) to provide whatever info they need to send someone out here and fix this, I'll just have to resort to reporting it to the Maryland Public Utility Commission again and see if that takes care of the problem.
It should help to contact them. Or call your locales engineering departmart and have them come out and see who is responsible. I know that some city’s etc. can do the work and sock it to the responsible party. Verizon or anyone else.
@Manor1wrote: There is a phone line along with another line laying across road. This is a very hazardous situation as it is a county road. I tried to report via my cell but was only able to post my home outage. Is there a way to report line laying in the road.
Call the police. They can help you with downed lines. And it is a hazardous situation.
I've been on hold with customer service for two hours and the app isn't working. I need a techician to come to my house and repair the fiber line, which was torn down by a fallen tree. Is there a verizon support person on here. Please call me!
Have internet. Called Customer Service....hung up twice after looooooong wait. Last time left my Cell# for a call back. Dial tone but fast busy when you try to call out. Can't receieve calls, all go to a vm within Verizon that I never set up and can't access. Trouble Shooter doesn't work. In-Home Agent just kicks me to their website. I am going to find another provider. #verizon CS is terrible
Been dealing for over two hours - trying to communicate for 90 minutes of said two hours. Given the wind damage throughout our area would simply like to know if the outages are region wide or specific. We have underground wiring so nothing to us directly should be affected by tree damage- AND YET- not getting any answers as to what is up or why not able to reboot our system.
Sounds as though outlet that bbu is plugged into has no power. Bbu only powers telephone service.
Same p problem. Called at 2:30, was told they call me back in an hour. At 4:30, I called again and hung on for 4 hours. There is no way to report the broken pole and downed wire on their website. I don't know whether the downed wire is electric or phone, but I also have a broken pole. No one seems to care, and I am trapped.
Ah sadly not the issue. Power to the unit. Unit failing- no signal from outside in
A tree fell between two poles near my house strearching the wire to the ground. There is no way to call verizon and report it directly. Every troubleshooting option directs you to either troubleshoot your interface box or your phone line not the one that runs down the street and not to your house. The fios app says no trouble in your area when i know this is untrue due to the downed service line that runs past and beyond the house. I spent an hour and half last night and that was after another hour earlier in the day on hold. Each time was transfered over and over or lead to a hangup dead end. Why is there no way to report a downed line. It would be in verizons best interest. If there is no resolution soon i will be cancelling my account with them.
Same here in Arlington, Virginia, (wind storm on 3-3 knocked wire) been on the phone with 1-800-837-4966 for almost two hours now. Just want to find out if they can come and take care of the Verizon equipment wire that is dangling dangerously across the road (low hanging)--Dominion electric did their part and reconnected the electrical wires, but not Verizon. Need help to get someone out to my house.
We have been unable to reach Verizon tech support via phone. Our power is out, but even once it's restored, a tree fell and severed our phone line that connects to our house, so we will still not have phone service. Please help!
Verizon Fios has the worst customer service ever. Literally took me 4 hours to get a human on the phone. Their Internet and cable lines are down in my yard. Told me that I will be without service for 2 more days, when they could get someone here. in 2 days, they will be getting their equipment back.
The Fios lineoutside my House is down. There’s no way to report it online- it tells me everything is working! Phone support never gets answered.
any ideas how to get a repair?
How are we supposed to report a complete FiOS outage due to a tree that took the lines down and ripped the wires out of our house? Electrical power was restored on Saturday and Comcast customers regained service on Sunday but the FiOS customers on our street have been unable to contact you and the lines are still lying on the sidewalk with no Verizon trucks in sight. When I use your online app to report the outage, it says that no problems were detected in my area!
Fios is impossible to get ahold of. Internet has been down since Friday, and I can't get anyone by phone, by chat, onine, by email, by calling local stores - there is no guidance, no update, no communication. If Verizon FIos had its act together, it would release an update about why it is out of commission and can't help customers. It would be transparent about why its phone lines and chat are down. Even outsourcing to a third party phone company to let customers know what is wrong would be an option. Maybe including an update on it's website! Maybe including information about its local technical support offices. I think our cable was damaged from the wind storm, but you can't reach out to local offices, only the main line which is not working. I can't imagine that a company this large would not have any sort of backup plan for when its systems are not working efficiently. I tried Verizon wireless and they "don't know why Fios is down." Also, love the automated message telling me to "go online" to resolve my internet issues.
Try here: https://www.dslreports.com/forum/vzdirect
they are the real social media team and it’s private.
Good Luck
on 3/2/18, our area had storm related power outage & power was restored by PSE&G-Long Island crew on 3/4.
10~15 min. righ after power was retored by PSE&G crew on 3/4, our internet/cable/ phone service were down, after checking with neighbors, it appears that our neighbors at same block also had cable service outage (for either Verizon FIOS & Optimum clients) .
Cotacted verizon customer service, they said they could not detect power from our ONT box. Later saw an Optimum technician who visited our neighbor's property to survey the damage, he said the problem may related to an utility pole at Dorothy Dr. Syosset NY which carries both Verizon/Optimim cable signals which was damaged after PSE&E retore service.
Could not find any TEL number to report such issue/event to Verizon in real time ? Very frustrated......
You are in luck. In New York State Verizon charges a NYS Municipal Construction Surcharge on your invoice each month for just this type of situation.
contact the people at this website http://www.dps.ny.gov I would use the toll free number instead of the online form for complaints. They regulate Verizon in New York and they will contact them and then Verizon will call you and if the company drags their feet this agency can fine them, compel them to provide service and even shut them down if they don’t provide the service we all pay this bogus surcharge for.
millions of dollars collected from NY customers to move poles etc. absurd.
Since the storm on the east coast on 3/2 we lost power for a bit 1-2 minutes and flickering for a while after, power came back not fios. No tv no internet. The ONT power light on but no other lights. Set top box reset flashes and went blank. Router shows red color on the globe, white color on the WiFi signal. Phone connect to WiFi logo but can’t get to any website. Tried fios app. Several times w hard reset on ONT. Not resolved. Finally got thru to tech support who said my ONT is defected. On hold for cust service several time up to 2 hours. Useless. The support said no outage in my area. The messenger said outage in the area even chat w them. Very confusing. Finally decided to get tech guy to come out, have to wait 4 days. Can someone tell me what’s going on? My zip 02460. Really going to switch if this is not resolved. Neighbor uses Comcast. No problem. Or looking into RCN. Anyone have recommendation? Thanks.
If the said ont is defective, are they scheduling a replacement?
Need help contacting someone about downed lines in my driveway. WHY IS THIS SO DIFFICULT!! ??
I had my cable wire ripped from my house. Have been trying all day yesteray to get in contact with FIOS to no avail. HELP
how did you get on the chat. I have been trying for hours to get a hold of FIOS>
I agree it should not be this hard to report a downed line. I have 300’+- down on my street. Came out this morning to kids playing with them.
We aren't supposed to get a hold of Verizon.
That's why we're getting disconnected.
Forget it.
Recognize they don't have a Service Department and by the way, make sure you pay your bill on time! Or they may disconnect your service, oh wait, you said a storm knocked down your line, you don't have service so they can't disconnect you, but they can charge you!
I just phoned Verizon support this afternoon (3/10) at 800-837-4966 about the wire from the pole to my house which was hit by a falling branch. After dialing the number there were 5-10 seconds of "dead air" before an automated response asked for the nature of my problem. After I gave a brief explanation I was immediately connected to a live person in Syracuse NY who took my information and said a repair person would be out to fix it between 12-2 PM tomorrow.
I'm pleased with the rapid response but it remains to be seen if someone actually shows up tomorrow and fixes it!
After a power outage, I am unable to connect to any TV channels and I have no internet access. I was able to determine the source of the problem which is my ONT is not receiving power. After waiting 2 hours on hold I was informed that I was going to have to wait for a verizon technician to fix the issue. This is fine and all but when I was told the earlierst appointment is 3/22 its just crazy. Is there any way to expedite this or am i forced to wait all that time? If so, is my bill going to be the same even though ill be without any service for half a month?
Any help would be appreciated here.
Thanks
*******UPDATE TO MY POST YESTERDAY(3/10/18)********
Very courteous and knowledgeable repairmen arrived as promised shortly after 12 PM today (3/11/18) and fixed my wires. Very happy with Verizon's quick response!!
It certainly is hard to report wires down!The first time I called I got the copper people. I was told to try again and get the FiOS people. I have been on hold now for one hour and 50 minutes. Taking me past my bedtime.
The wires between my mom's house (she's 96) and the street are down. She is in Short Hills, NJ. It should not be so hard to report wires down.
I found a chat facility to report the wires down. It was:
Chat ID for this session is {edited for privacy}.
The rep responded that the earliest date was March 27th, that is 15 days away! If my 96 year old mom has a medical problem, I guess she just dies.
He checked, and that is the best date he could do.
Abysmal service. The power company is bringing in techs from as far away as Texas to get the wires back. It appears that Verizon isn't moving anyone around to repair the storm damage.
I have a very dangerous situation with Verizon wire down, and no service whatsoever.
I had an appt for 3/10/18 btw 2-4pm, no one showed up or texted. We gave Verizon another chance as we were told today ( at 9 am) we would definetly have it corrected today(3/11). At 2:30 when I finally got through was told Verizon can’t make it, have to reschedule for 3/16??? WHAT??? You don’t show up after we waited home for two days, offer no explanation and want me to reschedule. Been a residential and business customer for 9 years. Horrible customer service. I had my power back in less time and effort. Time to call Optimum.
The easiest way to reach repair is to start a chat here:
https://collaborateext.verizon.com/aims/encore/VZCTC.serv?appid=1217
Good luck!
Same problem. Waited on the phone from 1.5 hours. No one answered. The way it got resolved was when I signed up for these forums to complain and had to type in my plan name while signing up.
I brought up another window to find out what my plan is and a chat session popped up. I said that I was not in the mood to buy anything from Verizon because of being on hold for 1.5 hours and was immediately transferred to a super-efficient trouble reporting person. They took all my information, generated a trouble ticket and scheduled a tech call 2 days from now. I was sent an SMS message to confirm everything. This took 10 minutes as opposed to never being able to talk to anyone on the phone.
There are wires hanging down from the overhead wires/pole in front of my house and going across the street. They do not appear to be live and I have my power. I think they are the extra wires they have up there with the live ones. Can somebody please come and take a look and either reattach them or take them down.
Hi Jessiegirl,Your issue has been escalated to a Verizon agent. Please check your Private Message Inbox for a message from Verizon_Support. You can find your Inbox by clicking on your username at the top right corner of this page. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.
I have the same issue. No way to reach Verizon during off hours to report wires down. We are all trapped here at this multi family house with a tree tangled up with FIOS wires across the driveway blocking us in. Since Verizon is making it impossible to reach them, I'm going out there with my chainsaw tomorrow morning and hope for the best. You'd think there would be one number, like the power company has, to report downed wires. I guess Verizon doesn't really care that much about them.
Hi Brokk,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 and may be delayed at this time. 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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