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Chat help?? You tell me??

I ordered high speed internet service which was supposedly installed on April 4th, I purchased a router, installed and activated service.  Not being a geek, I didn't know I also needed a modem to recieve the service.  I got on the chat box to try to get help on April 18th.  This is a transcript of my chat with verizon support.  You tell me if I got proper service or if I was being "rude' and "hateful" as described by Gary (the service rep) who pretty much refused to provide any service during the chat.  I ask why?

{edited for privacy}

Please keep in mind this is chat!!!  Not a conversation.  Typing in between. I have yet to receive my confirmation email and that chat was 2 hours ago.

Re: Chat help?? You tell me??
Community Manager
Community Manager

Hi UUnsatisfied,

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.