Multiple phone issues
jmlevy20
Enthusiast - Level 1

I have been a 20 plus year Verizon customer. I currently have 9 lines on my account, 7 of which have been having problems for more than a month.

Service drops randomly for hours. Calls drop.  Texting is not working sometimes for days. And this is happening over the 7 lines (3 different phone models, both android and iPhone),  some worse than others.

I originally called on the problem April 25, and the representative told me he changed some settings and we'd be good.

Flash forward to May 13 and my service drops. I'm sitting with 4 of the people on my plan and only mine goes dead. The following day I checked with all of the users and verified that all were still having issues.

On May 15th I called tech support and spent almost 3  hours doing various troubleshooting. Again I was told we were good.

On May 16th my service went out for over 2 1/2 hours. I called Verizon from my husband's phone and after being disconnected multiple times and calling back his service went out and was out for almost 4 hours.

This has continued until today, 5/26. 

I have been on the phone with tech services, customer service, and various supervisors for over 22 hours in 12 days.

We've had 2 trouble tickets, at least 9 troubleshooting attempts, and multiple resets.

None of this has resolved the issue.

We have determined that it's not the phones, the lines, the towers, the locations, etc.

I have been told everything from try another area to go to a Verizon store for them to help you.

Today after 2 1/2 hours on the phone in which the call dropped twice I requested an escalation and was told that Verizon doesn't do that. So I tried calling all of the corporate numbers listed. They all lead back to the automated system.

So here I am, paying for service I don't have, stuck because I owe on the phones, and no help from Verizon.

After 20 plus years. Worst customer service ever.

If anyone has any ideas I would appreciate the help.

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5 Replies
jmlevy20
Enthusiast - Level 1

I had a question from the forum about whether my issues had been resolved. Evidently my post/reply regarding their response, or lack of, has been removed. All of the help offered on this forum comes from the same customer service and tech support people that were no help to begin with. Apparently Verizon has no escalation or resolution department. It has been beyond the worst customer service that I have ever experienced.

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vzw_customer_support
Customer Service Rep

We are sorry for the issues you encountered. Are you still experiencing these issues with your service? 

~Ivone

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jmlevy20
Enthusiast - Level 1
 
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vzw_customer_support
Customer Service Rep

Good afternoon, friendly follow up on you multiple phone issues. We value your 20+ years of loyalty to Verizon and want to make sure you have a world-class experience. We sent you a Private Note, please review at your best convenience.  ~Gilbert

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vzw_customer_support
Customer Service Rep

 

I'm sorry to hear you are having difficulties with several lines. We would love to look further into this with you. What exact issues are you having? What zip code are you in? Please tell us more. -Joe

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