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Help needed starting Internet service at new residence
kbrennan08
Newbie

Hello. My name is {edited for privacy}. I recently moved to a new location and I am having trouble finding a Verizon representative to help me order high speed Internet service at my new residence. I have been working with a specialist supervisor {edited for privacy} regarding this issue. However, he has not contacted me as promised for over 2 weeks. While I understand the holiday season is/was upon us, with vacation time and special hours, I have left 3 voice messages over this period in an attempt to collect information and solve my dilemma.

Because of my location at {edited for privacy}, it is classified as rural. Subsequently, I understand a finite number of connections exist. I was assured because I already have a Verizon port installed in my house from the previous tenants all that needed to be done was for the software engineers to update the site to include my address in their system. Unfortunately, this was never completed even though numerous Verizon representatives ordered this information to be updated. They informed me the turnaround for the software engineers to correct this problem was 24-48 hours and I should be able to set up service by either calling or going online. This was in early December. I was given a fast order number {edited for privacy} which has been helpful when speaking to various representatives.

In addition, I have also spoken to my local Verizon technician in Russell, PA. He informed me there should not be a problem as numerous ports are open for rural connection in my area. He said I may need to connect a land-line before proceeding and once a dial tone was initiated a high speed connection could be made. The representatives and technicians I have spoken with have been extremely helpful in my quest to secure an Internet connection. I am writing this letter to hopefully proceed with contacting the software engineers to please update the Verizon residential site so I can move forward with my installation.

If there is any way I can set up service at my location that would be fantastic. I teach online classes and desperately need a reliable fast Internet connection to work with my students. I appreciate your time and help regarding my dilemma.


Sincerely,

{edited for privacy}

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Re: Help needed starting Internet service at new residence
LawrenceC
Community Manager
Community Manager

Hi kbrennan08,

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.

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