Customer Service for No Internet Access w/ DSL Shameful

[SK-CHills]

I've been without access to the internet since Friday 10/10 nite. I've called numerous times.

First I called Friday, 10/10: the auto message informed me of a possible maintenance issue in my area.

I called Saturday, 10/11:  a CSR told me that the maintenace wasn't the issue, walked me thru some troubleshooting, and scheduled a tech to come out Sat. evening.

I waited the four hours and called again at 6:45pm when no one showed or called. Turned out they had decided my issue WAS due to the maintenance done the previous day and they weren't coming. No one had called to tell me of this change in plan. I wasted four hours waiting for them.

Then they told me that the issue would be fixed in 24-48 hours. Really? Maintenance had only taken a few hours. Why would undoing what they had done during maintenance take so long? I asked if they were working the problem 24/7. They assured me they were working the weekend. They would text me when they were done and my internet access had been restored.

By Sunday, I had received no text and still had no access.

I called Sunday, 10/12: a CSR told me they were still working on it. I would have access within 24 hours. I asked if they were also working the holiday (Monday). I was assured they were. 

By Monday, I still had received no text and still had no access.

I called Monday, 10/13: a CSR told me they were still working on it. I would have access within 24 hours. Again. She mentioned that no one worked on the holiday.  What? I had been lied to about the 24/7 and holiday. I don't think anyone had done anything since Friday nite.  She again said I'd receive a text or call when it was fixed.

I called Tuesday morning, 10/14: a CSR assured me it would be fixed today. By the time I drove to work, I had received a phone message on my cell: it was fixed!

Tuesday nite, when I returned home, guess what: no internet access.

I called Tuesday nite, 10/14: a CSR again walked me thru troubleshooting and scheduled a tech to come out Wednesday. When I told her that I was only available between 6-7pm, she still wanted to schedule me for earlier. I think I've already given Verizon the 4 hours on Saturday when they didn't bother to tell me they weren't coming. It's now time for them to provide ME some service and come out when I can be available. I should NOT have to take time off work for them to finally show up.

Wednesday morning, 1015: I received a text message that I was scheduled for a tech visit at 5pm. WTH? Does no one listen? I texted back that my appt was 6-7. They responded with a thanks and they'd get back to me if necessary.

I suspect the issue is the router and simply need a new one from Verizon...

How about it Verizon? I think you owe me some service?

[LawrenceC]

Hi SK-CHills,

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 at the top of the middle column 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.