no phone service for 3 days
jtr64
Newbie

Completely unacceptable service and billing for a major utility/service provider.  I have not been able to send or receive calls for three days and can't get an explanation or estimated time of recover.  There's not a business contingency plan? The online support and web site in general is a complete maze that makes the user go around in circles, making it nearly impossible to find the customer service number.  I have to call the billing department several times a year for various problems.  There is absolutely no reason for me to use Verizon once my contract is up. Are all the other wireless providers so bad that people are actually renewing their service contracts with Verizon? 

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LawrenceC
Moderator Emeritus

Due to the age of this thread, it will be locked in order to keep discussions current. If you have the same or a similar question/issue we invite you to start a new thread on the topic.

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Cshellyg
Enthusiast - Level 1
 
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vzw_customer_support
Customer Service Rep

Hi jt464 - We do strive to offer you the best service at all times! We do not want to lose you! I would love the opportunity to restore your confidence in us! May I have your zip code to reference the area? Are you getting a specific error when making a call?


Thank you,

YaleK_VZW

Follow us on Twitter @VZWsupport

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jtr64
Newbie

My zip code doesn't matter.  I can use an identical device from the same location.   My confidence cannot be restored because I have not been able to use my phone and do my job for FIVE days now.  Verizon will not even explain the reason or acknowledge that this is more than a minor outage.  Absolutely unacceptable and irresponsible for major service provider. No business contingency plan in place?  

Sent from my Verizon Wireless 4G LTE smartphone

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vzw_customer_support
Customer Service Rep

Thanks jtr64. If you are experiencing difficulties in every location, it would indicate it is device related. What make and model is it? Was it working well prior to 3 days ago? Did you test it in multiple areas before?

JonathanK_VZW
VZWSupport
Follow Us on Twitter@VZWSupport

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LRVassar
Specialist - Level 2

If it's only your device, there is no outage, major or minor, to acknowledge. Your phone has failed, and you would need to speak with someone in retail for a resolution.

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jtr64
Newbie

Four different customer service reps told me that it was an outage on 3 consecutive days that I called.  On the second day, the rep handed me to tech support who said there was an outage and he could not find an issue with the device. On the third day, a tech support rep set up a shipment of a replacement phone that will likely not get here until tomorrow, so I will have effectively been unable to do my job for SIX days.  Are you telling me that there was not any outage?  Why could users and customer service agents unable to log in for over 2 days? 

Sent from my Verizon Wireless 4G LTE smartphone

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LRVassar
Specialist - Level 2

That was a "My Verizon" outage, which has nothing to do with your coverage. Once again, if you were told it was a network failure, they're wrong.

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jtr64
Newbie

Ok, thanks for all your input on this. Your original contact to me was

in regard to restoring my confidence, but this conversation has only

weakened it, which was almost impossible to do since it was so low to

start with. I'm definitely just going to serve out my contract and look

for another provider. Check major news outlets and several thousand

twitter users about that outage, though - it happened whether Verizon

will admit to it or not. Sorry to sound sarcastic, and don't take

anything personal, I understand you have a job to do, and you're not

responsible for your company's decisions and practices.

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LRVassar
Specialist - Level 2

I'm not a Verizon employee, nor have I ever been.

I'm telling you that from my personal experience as a cellular technician, if no one else has an issue at that area, yet you do, it would pinpoint an issue with the device.

You wanted the correct answer, and I'm giving it to you regardless of your confidence. I, personally, couldn't care less whether you stay with Verizon or not.