First Impressions- is this typical?

[Green_eyes_21]

This is my first experience with Verizon High-Speed Internet, and it has been one of the most stressful situations I have dealt with in a long time.  I will preface this by saying I have worked in customer service for a very long time and I have worked in a call center as well, so my frustration is valid.

The first issue is the call that I made to ask about internet pricing.  The agent was nice at first, however, they would not allow me to talk to my roommates about the pricing and get back to him.  I got into a few arguments about how I was not the person to make the decision, as I live with 2 others, and he basically kept saying that they "trusted me for a reason" and, quite honestly, talked in circles and repeated himself several times to the point that I had no idea what was going on.  Unfortunately, I only have 2 choices for internet in my city, and I didn't want to go with the other, so, even though this agent made me extremely uncomfortable, I decided to give Verizon a try since they have a good reputation.  So I sign up for DSL since my area does not have Fios.  That's fine.  The agent tells me that a technician will need to come to my house to set up a central line- and they cannot get someone to my house for 10 days.  Okay, that sucks, but I get that the are busy.  He tells me SEVERAL times that a technician NEEDS to come to set it up.  Okay.

So I receive an email, confirming that my installation will be on May 8th between 1 and 5- which is the same day he gave me, so no problem.  I also did receive my router in the mail.  May 8th comes around, and I check my Verizon account, where it also says that May 8th is my installation/ setup day, and says the tech is "en route".  Mind you, my roommate came home early from work to be there for the tech, as well as missed a funeral so we could finally get the internet that we waited over a week to be installed.  

As the hours pass, I never receive any type of call or text from anyone.  So at about 4:50, I called Verizon to ask the status of the technician coming to my house.  The agent takes a very long time to look everything up and then tells me that there has been a delay and that the tech will call me when they are on their way.  Fine.  So I have a work meeting that doesn't end until after 7pm, and I STILL have not heard from anyone.  So I call Verizon again.  Again I wait a very long time for my account to be pulled up.  Then they can't find it.  Then they did and she tells me that she doesn't think a tech is necessary, but she has to transfer me to someone who deals with DSL.  Okay, fine.  

I speak to this other agent, who was very nice.  He also took forever to find my account information.  He tells me that no tech is coming to my house and that I just need to plug in my router.  This is where I really get frustrated.  The agent who sold me the service told me that a tech would be coming to my house, as did the email and my account.  Again, my roommate lost out on money from work to be home for the technician.  The 2nd agent said the tech was coming, just delayed, and now I am being told that NOBODY is coming and I was never informed by anyone of this.  He also told me to go to a Verizon site to activate my service.  Again- nobody ever told me this either.  He walks me through the activation process and also kindly stays on the phone to tell me how to plug in my router.  He says that the internet will begin working on or before midnight that night.  I thank him for all of his help and give him a 5-star review.

Now, today, I wake up for work, and the router is still blinking red, meaning, the internet service was not working after midnight as I was informed that it was.  So once again, I have to call Verizon.  I speak to an agent who, at first, tells me that my order is pending.  I explain that my order is activated, as the agent from yesterday walked me through and confirmed that it was activated on his end.  She then apologizes and says it's activated.  (?)  After waiting another long period of time, she says she needs to talk to someone else, so I wait for that to happen.  She then tells me that a TECH NEEDS TO COME TO MY HOUSE.  At this point, I'm ready to throw my phone.  After spending yesterday waiting for a tech that was never coming, I now have to make sure someone is home for a 4-hour window AGAIN because a tech is actually coming this time.  And she wasn't sure if one would be able to come today.  

I am so disappointed in this whole experience. I don't understand why it isn't a simple process for someone to come set up an internet service.  It seemed like it was extremely disorganized, nobody could give me a straight answer, and I wasted so much time on the phone with literally at least 6 different people.  This first impression is not a good one and I'm really unsure how to proceed with this situation.

[MrMatthew1]

Hi green_eyes_21,

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 scroll down the page to an area titled "My Support Cases". You can reach your profile page by clicking on your name located above your post, or at the top right of this page.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. 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, you may subscribe to the case. At the top right of your support case there is a gear icon which provides a drop down menu with support case options. Click that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.