No service for 3 days, have a ticket number but can't reach Tier 2 to hear status
JesseP1
Enthusiast - Level 1

Hi,

Can a Verizon employee please help me here? I've had no service since Tuesday (3 days ago).

Tier1 support first escalated me to Tier2 on Tuesday. Tier2 told me there was a network event in my area and that it would be resolved by Wednesday evening.

No resolution by then. I've engaged LiveChat (since calling on the phone is difficult without service) four times since then. Only once did they successfully re-escalate me. Other three times, I've been on for 60-75 minutes "waiting to be connected."

That Tier2 rep did some research, didn't see any network events in my area & was not able to resolve. He gave me a ticket number & promise to call me back given the severity of the issue. I'm aware of the Wi-Fi Calling workaround that Tier1 keeps giving me, but it's spotty by Verizon's own admission, so really need to get back up to Tier2.

As I mentioned I've engaged Tier1 over Live Chat multiple times since, but they can't tell me my ticket status (only Tier2 can & Tier2 doesn't connect when I'm transferred).

Can someone here please tell me my ticket status? I'll provide the number upon request.

If that's not possible, what am I doing wrong? What should I do instead? If the ticket status is "work-in-progress", "no known solution", etc, can someone just tell me that & I'll buy a new phone?

Thank you.

Jesse

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Re: No service for 3 days, have a ticket number but can't reach Tier 2 to hear status
JesseP1
Enthusiast - Level 1

I should add some context about the issue that the Tier2 reps already have in the ticket, in case it speeds up response.

-I live in a super-populated downtown area. I've never had network issues before Tuesday.

-My close neighbors with Verizon phones aren't having issues.

-My wife, strangely, is having the same issue as me. Strange because we are NOT on the same plan. She is on her mom's plan.

-Her mom was visiting yesterday and she DOES have service.

-Service returns if I drive 1.5 miles northwest. It does not return if I drive south. Feels like an outage, but again, it's not impacting anyone else in my area besides my wife. And the Tier2 reps aren't seeing anything reported.

Again, I'm just looking for info on the ticket status and/or a recommendation. If a resolution is somehow impossible, or if more info is needed from me, or if I should buy a  new phone, PLEASE just tell me. Thank you.

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Re: No service for 3 days, have a ticket number but can't reach Tier 2 to hear status
vzw_customer_support
Customer Service Rep

Hello, being on top of your service is vital, especially if you are having tech issues. We are here to help. Please send us a Private Note to further assist you.  ~Gilbert

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