We are using Verizon for our main business phone line. A customer will call our main number, phone rings, but is disconnected as soon as its answered. Customer will usually call back multiple times with the same result. If we place an outgoing call to the same customer, were connected immediately with no issue.
This only seems to affect certain callers (about 20%). Sometimes if they try later it works. I have a suspicion that most of the affected callers are using T-Mobile, but I cant say for sure.
This has been an issue for months now. Needless to say this is very frustrating for our customers and those answering the phones. I have spent upwards of 50 hours on the phone with support to no avail. I'm sure I don't have to explain to anyone here how abysmal Verizon's phone support is.
I'll save you that rant, just hoping someone here can shed some insight or help us resolve this problem.
First of all, if it's a business account, I'd make sure you're contacting the Business Support side of the company and not the catch-all CS which is going to an overseas call center. One time I accidentally got the Business side of Verizon and the person on the other end sounded like they were US-based.
Is your main business line a landline or mobile? If it is mobile, I'd suggest either switching providers or converting it to a landline to get away from potential wireless network issues. On a wireless network, calls failing to go through are usually a symptom of poor signal strength where a phone cannot connect to the towers or is losing connection to the towers randomly due to the signal being too weak.
Hi Gateway9. Thanks for bringing the issues customer calling your have been having. With this being a Business account, we can work with you to have someone from the Business reach out to address this ongoing issue. Please reply to the private message that will follow and we can start collecting contact details.
-Deb
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