Poor Customer Service

[WinVA11590]

I feel your pain. Here's my tale of woe:

6/29: Verizon email confirming upgrade to high-speed enhanced internet to start

July 1

7/12: Text from Verizon that new service has been activated

7/12: 39 minute call to Verizon service informing that no internet service available.

Service call scheduled for 7/16

7/12: Text from Verizon that ticket #VAHM02Q4UB created and tech will arrive by

noon on 7/16

7/16: 10 minute call to Verizon informing that tech has not arrived. Apology.

Overbooked and will come on 7/17

7/17: Text from Verizon that tech will arrive by 8:45

7/17: Tech does arrive. Replaces modem. No change. Calls in to office. They inform

him that there is an outage, which comes as complete surprise to him since

he hasn’t heard anything about outage issues. Outage to be repaired in 24

hours.

7/17: Text from Verizon that repair has been made. Tech warned that it would come

and told us to ignore it.

7/18: 38 minute call to Verizon to inform that problem still not fixed. Go through

diagnostic for second time to confirm not the modem. Told 5 people affected

by outage.

7/18: Text form Verizon that ticket #VAHM02QB21 has been created and problem will

be fixed by 10:30 on 7/18

7/18: Text from Verizon at 9:17 AM that problem has been fixed. It had not

7/18: Call to Verizon at 1:32 PM. 1:10 to go through diagnostic a third time, talk to two

supervisors (1 in India one supposedly in the US) and told that outage still exists and will be 24 hours.

7/18: Text from Verizon at 8:25 PM: Repair request has been resolved. It had not.

7/19: 25 minute call to Verizon go through diagnostic a fourth time and then be told

that still an outage. Another 24 hours.

7/19: Email from Verizon. Outage has been resolved and service restored. It had not.

7/19: 1:11 call to Verizon to go through diagnostic a fifth time and then be told

that still an outage. Another 24 hours. Now 6 people affected by the outage.

7/19: An Email from Verizon with follow-up calls at 4:58 PM and 6:05 PM that outage

has been resolved and service restored. It had not.

7/19: 20 minute call to Verizon to go through diagnostic a sixth time and then be told

that still an outage. Another 24 hours.

7/20: 9 minute call to Verizon to go through diagnostic a seventh time and then be told

that still an outage. Now 24-48 hours.

7/22: Email from Verizon at 4:24 PM notifying that change to high speed internet

service is now complete. Still no service.

7/22: 1:56 call to Verizon and talk to 3 different techs. Go through diagnostic an

eighth time.

7/23: Text from Verizon that ticket VAHM02QGVJ has been created and tech

appointment is 7/24 between 11 and 2.

7/24: Tech is a no show and tried to check status via ticket # and zip, didn't work. Went

to chat 07241626291 but unable reply. Cut off

7/24: 21 minute call to Verizon. Informed that no appointment actually made. Go

through diagnostic a ninth time. Seems that outage has not been fixed and so

another 24/48 hours.

Unbelievable.

[ThiaB]

Hi WinVA11590,

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. 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, 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. Private Support Case