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Communication and Service Fail

Called and setup a new account about a month ago for service starting 2 June. So excited to be buying a house and finally able to get Verizon......or so I thought.

No one contacted me to setup my appt. checked online account. Look up how to call customer service. it’s apparently because there’s no due date set on my account. After researching on the Fios app through my account and talking to two rude specialist including one whom claims she is the only escalation manager available. I can’t set up an appt until my seller turns off their service. However if I submit proof of residency it shuts off their account, this sounds absurd. Many excuses about COVID. I can’t talk to anyone else. They can’t send me any of the bologna they just told me over the phone in writing and maybe when I move in I can self install but even that can’t be setup in advance.

I’m fine with life being interrupted by COVID but I’m not ok with poor communication and not having the uncertainty explained politely. I let them know their lack of apology and attitude on the call is going to affect if I use Verizon, still no apology and curt reply that they understand!?!? Do you understand I’m someone who was excited to switch to your service and you’re now losing a customer?!?! The escalation manager Laura did and she was ok with me not choosing Verizon, not letting me talk to anyone else, and not helping this customer.

I need Internet to move because I’m teleworking because of pandemic. It’s a common occurrence, why can’t I schedule an appointment or setup an equipment appt for self install? Extremely disappointed and rethinking the switch.

I also just tried to upload proof of residency and it errored. 

Re: Communication and Service Fail
Community Manager
Community Manager

Hi LostPotential,

Your issue has been escalated to a Verizon agent. Please check your Private Messenger Inbox for a message from a Verizon Support agent. You can find your Inbox by clicking on your username at the top right corner of this page and then clicking the envelope icon that appears at the top of the menu. Response times may vary and may be delayed at this time. Please continue to check your Inbox for a reply from a Verizon agent. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.

Can’t get help setting up new account or talking to anyone who can help me!!

On 04/22 I setup an account to start service 2 June. I requested install appointment for that day. Rep helped me setup account and said install people would contact me. Fast forward to 22 May I had still not been contacted to setup appointment.

Experience has gone from bad to worse since then. Had rude customer service and posted on the forums last week 05/22 under the handle LostPotential. Received message to contact Verizon. Contacted per instructions and left voicemail to return call on landline Mon-Fri. No one called me at all this week!!

everyone keeps insisting I should be able to upload proof of residency but something is weird on my account. On two computers and four different mobile devices I am unable to upload and get a red banner telling me to call Verizon.

05/30 called Verizon 800 number, 1st three attempts can’t get a person on the phone. 4th attempt a lovely person tried to help me and says I should have received and email to upload proof of residency. She’ll send it to me. She is unable to. I wait on hold for 10 minutes why she investigates why this won’t work. This representative is very nice and checks back every five minutes and says she is still working issue. 

She apologizes and says I have to speak to someone in the proof of residency. She transfers me and then a few minutes later the phone hangs up.

Frustrated I come back to the forums to update my old post. My account LostPotential doesn’t exist. I have an email where my account was confirmed last week. I can’t reset password bc my USERID doesn’t exist. I register for a new forum account I try to register with LostPotential USERID and can’t because the account already exists. **bleep**! Make new account, come here and make this post.

please please please, I am begging. I am trying to setup service for a new home we’re buying. If I can’t get in contact with anyone I’m going to have to use another service provider. I need internet bc I have to telework for my job. Please help me!!