I was previously a moderately happy customer, but I believe that has ended. I have 2 thermostats, a door lock, 2
wall switches, 2 cameras, and multiple dimmers and switches connected. 2 weeks ago, while I was out
of town, I lost remote access to the Home Monitoring System. Unfortunately, my heating system was set to OFF as a default, but luckily no pipes had frozen yet when I got home. Verizon informed me that my account was accidently deleted, but they couldn't figure out why. The sent me another "Welcome Kit" and said I had to hook everything up again.
Well, I have been trying to connect the Gateway device for over a 2 1/2 weeks now, and it will not work. Each tech is very polite, but can't rectify the problem either, electing to submit trouble ticket after trouble ticket. Last night, the tech got tired of trying to help me and hung up, saying he would call me back in 10 minutes. NEVER HAPPENED. Anyway, I realize that
I was wasting my time because when I asked him if he was monitoring what was going on while I was trying to connect, He said "his system was down". Apparently, he was just reading the "HOW TO "manual. I''ve been doing that for the past week.
Day after day, tech after tech. My problem gets "upgraded another "tier", or is it that I am waiting in line for
my Gateway device to be "provisioned", and always hear the "canned" response like they care "I DO APOLOGIZE FOR THAT" .
Then I was told that my bill would not be charged the $10 monthly fee for an entire year. Is that supposed to make me happy? I have hundreds of dollars of Verizon Home Monitoring Equipment that is not functional.
I was well aware that the Home Monitoring System had a few bugs when I purchased it, but I jumped in and spent many hours wiring the 2 thermostats and drilling a hole in the fron door for the deadbolt. SHAME ON ME!!!
Please go to your profile page for the forum by clicking on your name, and look down the middle towards the bottom where you will find an area titled "My Private Support Cases".
There 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. Please keep all correspondence regarding your issue in the private support portal.
Since we haven't heard back from you or have received a form submission as requested in your private support case, it appears assistance is no longer required. If you need any future help with your Verizon service, please make a post here on the forums so we can assist.