How do I escalate an installation issue?
house4321
Newbie

Does anyone have any insight on how I escalate a service installation issue?  There seems to be no means to do so thru “regular” channels.  I’ve been working an issue for over a month and I’m really frustrated.

Synopsis for my issue:

  1. I’ve moved to a brand new community.  I started in late October 2015 trying to order service for a December 5th 2015 installation.  There were multiple problems however I was able to finally place the order on November 3rd 2015.

  2. I was nervous as I didn’t see any installation activities to pull fiber all month.  I phoned twice and was assured all would be ready for my install date.

  3. Install date came and no one showed during the installation window.  I phone and was informed my order had been canceled without my knowledge.  They had me redo my order and said the earliest possible time was now January 4th 2016.  30days!!!!

Honestly, I don’t have any real faith this date will be kept either.

I’ve asked, I have 9 neighbors all in the same boat.

Who can help?!?!

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Re: How do I escalate an installation issue?
LawrenceC
Moderator Emeritus

Hi house4321,

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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