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Phone line down AGAIN!!!!
vrznsucks
Enthusiast

Well, for probably the 30th time or more since we've lived here, our phone line is down again.     Somehow, our DSL service is still working, though intermittently.     Put in a service ticket online 2 days ago,  and our service data is OCTOBER 10TH!!!!      Can anyone out there explain how it could possibly take nearly two weeks to check on a phone line?      And how is that DSL can be functioning, but not the phone line?    Does anyone else feel that verizon service is pitifuly poor?

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Re: Phone line down AGAIN!!!!
Anthony_VZ
Master

I am sorry to hear you are having these repeated problems. Im sending you a private message to get some account info from you to help out.

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Re: Phone line down AGAIN!!!!
BLUOGBSLATE
Enthusiast

Actually it's not unusuial for DSL to survive bad lines, even when the voice part ( dial tone) won't.  That said, you should not have to suffer multiple, much less 30 outages in whatever time you have been subcribed.  You do have rights:

1. Reimbursement, usually in the form of a pro-rata refund on your bill for every day of service denied after the first 24 hours of outage. this is mandated by state and federal law and usually administered by a state utilities or corporation comission, but honored by the local phone company, because it is part of their tarrifs- the rules they must follow to provide service..

2. Some assurance that VZ will repair - permantly - the chronic outages you are suffering.   You have to demmand this level of coverage, and you have to prove with the records you have of all the outages, that your situation is chronic.  If you cannot get Verizon to respond, find out who regulates local phone service in your state, and open a complaint case wit them. Again, and I cannot overstate this, you will get faster response if you have extensive records proving the severity of your case.

VERY IMPORTANT CAVEAT:  You need to be sure your outage is - in fact - happening in Verizons 'turf'.  By that, I mean, could the wiring in an apartment building, if you live in one, be defective?  Could the wiring inyour home have a problem?  Verizon, for a price, will be glad to fix those problems, but per the rules they operate under, you are not entitled to the same protections, described above.  From the perspective of both Verizon, and the regulators, that's outside Verizon's 'turf', or, what is usually referred to as 'unregulated wiring'

Assuming youhave proven this trouble into Verizon's turf without any doubt:

There is a process known by many names, whereby Chronic outge/customer troubles were escalated internaly, and In my area, we took extra care to try and resolve.  We usually succeeded, and in fixing one chronic, often cleared several others, affecting different customers.  We, who fix and maintain, really HATE these kinds of troubles!  We're customers too, but we also understand that it's importand for customers to have reliable service they can depend on.    That said, there are policy decisions made that take resources away from the traditional 'Dial ti\one over Copper' portion of the business, and that is why you sometimes have to squwak to get things fixed.

Good luck and let us know how you do.

Re: Phone line down AGAIN!!!!
BLUOGBSLATE
Enthusiast

Hey VZN...,  Give anthony a shot at helping you out!   It's a great sign he wantst to!

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Re: Phone line down AGAIN!!!!
KH-OrnEsh1
Moderator
Moderator

If you are having an issue with your Verizon service, you can use the Verizon Troubleshooter to fix and report issues with your Verizon Phone, FiOS TV, or Internet Service. You can also schedule a repair. Here is the link: http://www.verizon.com/repair

You can also find tools on the Verizon Residential Support page that may help you diagnose your issue: http://www22.verizon.com/residentialhelp


@vrznsucks wrote:

Well, for probably the 30th time or more since we've lived here, our phone line is down again.     Somehow, our DSL service is still working, though intermittently.     Put in a service ticket online 2 days ago,  and our service data is OCTOBER 10TH!!!!      Can anyone out there explain how it could possibly take nearly two weeks to check on a phone line?      And how is that DSL can be functioning, but not the phone line?    Does anyone else feel that verizon service is pitifuly poor?




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