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Verizon lies - company or just their customer support?

My area is removing copper and forcing Fios. it seems that they didn't confirm an appointment, so Monday my phone was "cut off".  They told me that they could do nothing to restore service. I was explicitly told that a technician MUST come out to install the Fios equipment to replace a Landline with the newer technology. Low and behond my landline now works, and it's just the next day. The equipment replacement/installation isn't scheduled for another 2 weeks.

As you see, the Verizon Customer Support people are uniformed and untrained. In summary, I just call this company a big liar.