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shadow queue?
larrycunningham

I am having the same issue as this person:

http://forums.verizon.com/t5/My-Verizon-Account-Residential/Upgrade-Order-Problems/m-p/704280/highli...

I placed an order to upgrade service but it never goes through.  I've tried four times ... three times over the phone, one online.  The orders seem to "disappear" and the new channels never appear.  Each time, I am promised a "supervisor" will call me back the next day; no one ever does.  The last customer service rep said--I'm not joking--"Sir, your account appears to be possessed by a demon."  Verizon - check the call log if you don't believe me.

I send an e-mail to customer service and, of course, I have not received a response.  I'm hoping the forum can be of help.

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Re: shadow queue?
ElizabethS
Champion

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
Please keep all correspondence regarding your issue in the private support portal.

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Re: shadow queue?
Verizon_Support
Customer Service Rep

We did not hear back from you on your Private Support case. We hope you were able to find resolution to your issue.

If you require further assistance, feel free to make a new post, and we can be sure to look into your issue. As always, we're available for support around the clock.

Thank you,

Anthony

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Re: shadow queue?
larrycunningham

After many weeks, this issue is finally resolved.

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Re: shadow queue?
Verizon_Support
Customer Service Rep

We did not hear back from you on your Private Support case. We hope you were able to find resolution to your issue.

If you require further assistance, feel free to make a new post, and we can be sure to look into your issue. As always, we're available for support around the clock.

Thanks,
Marcial

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