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I am writing this here because I have now been working (fighting??) with verizon for a month and a half trying to get this issue fixed.
START: September 12
I recently bought a house in Baltimore (yay!) and noticed that there is a tree with a secondary branch leaning heavily on the phone lines. As in the line is BENT and TANGLED on top of my property.
The branches extend across a city alley and the lines are, technically, on the alley in terms of right-of-way. My concern is that in the event of a storm (rain or snow, take your pick) if that branch breaks those lines would represent a hazard ON my property.
I believe in due dilligence. Also in not pestering unnecessarily. Verizon was NOT my first choice to call because I didn't think it was their responsibility. For all intents and purposes I thought it was the power utility's. Heck, I thought this was a low voltage power line. So I called BGE. After a couple days of back and forth, they came in and notified me that the lines were actually phone and cable. So I called comcast ( and braced for the worst, they have such an awful service reputation). Turns out they came out immediately and actually took care of their lines (they had some snapped coax lines ) but said that the big bent lines were actually phone lines. I called Verizon and they told me to call the city. I called the city and they told me to call the power utility because "they have the skills and equipment". So I called the power utility again and they said call the city we are NOT doing it.
I called the city... again... and they said call Verizon because it is their responsibility to care for their lines on poles. I called Verizon... AGAIN... 4 tickets later (because they keep closing them) they finally send a foreman to my property. He sees the tree. Agrees that it is leaning heavily, that it is a hazard, and that it needs to be cut. Says they will send a team to trim it as much as needed to not be tangled on the lines but nothing else. I'm find with that. By now it is September 29, averaging 1 call every 3 days to verizon.
Fast forward to October 24. I made the mistake to trust the company's word. Nothing has been done yet. So I had to call again. At this point I'm a bit exasperated. I'm telling her all this, trying to give her the info and background she does the following:
1) Tells me verizon doesn't do tree trimming. (Not true when it is a hazard on their phone lines)
2) Asks me for a ticket number and proceeds to tell me there is nothing on the ticket (not true I have notes on every bit of information that was given). Says she needs to put me on hold and then does... for 58minutes. Then she hangs up.
As I waited on the previous rep, I did a second call to another rep. This one, Mr. King., actually somewhat helpful. I say somewhat because he listened and put in a ticket. I say somwhat because, VERIZON, this is the FIFTH ticket on the same matter on what have now been 42 days of follow up. Anyway he gives me another ticket. Says a foreman will be at the property tomorrow between 8 and 5pm. Takes my cell number... The odyssey continues.
Verizon : I just need you to own up to your responsibility. Fix the hazard situation created by YOUR equipment and we're even.
---- Log of interactions with verizon service support ----
If you're sure that they're Verizon phone lines and not power lines, you can schedule a repair team to come out. Here is the link:
Please let us know if you can't schedule a repair that way, and we can escalate the issue for you.
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.
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