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area outage

last week the verizon agent kept me on the phone for almost two hours trouble shooting my internet - could not get anyone here for 3 days and gave me a ticket # - about 6 hours later the internet phone etc came back on - seems there was an area outage ......... why did the agent not save both of us time by stating there was an area outage ????  waste of time for both of us  now I can see why there is an hour wait for today's issue