Date: December 17, 2007
Time: 5:51 pm
At 5:51 PM while driving home from work I call my home phone number. I get the “Doo-Doo-Doo” tones and the kind woman’s voice telling me “The number you have called - Four One Zero…has been disconnected. Please check the number and try again”
I am apoplectic. Verizon has completely screwed up the entire order & installation process and now they have completely disconnected my phone. I (quickly) drive home to begin contacting customer service to see what can be done. I truly feel as though I have been trampled upon by Verizon…
10 responses so far ↓
1 ROBERT DIMIG // Jan 18, 2008 at 2:22 pm
VERIZON DID THE SAME TO ME. IT TOOK ME OVER FOUR WEEKS TO GET MY TELEPHONE LINE BACK. THEY DISCONNECTED MY NUMBER AFTER 30YEARS AND ASSIGNED ME ANOTHER NUMBER. THE INSTALLATION CREW HAD NO IDEA WHAT THEY WERE DOING. I WAS INFORMED BY THEM QUOTE: WE REPAIR PHONE LINES WE DO NOT DO THIS TYPE OF SERVICE. IT TOOK DAYS TO GET A PICTURE. UNABLE TO REACH ANYONE. THEY GAVE ME A NUMBER FOR SERVICE. WHEN I RECEIVED MY PHONE BILL IT WAS $75 DOLLARS FOR THE CALLS TO THEM. THEY ALSO SCREWED THAT UP. IT HAS BEEN MONTHS NOW AND STILL NO GIFT CARDS AS PROMISED WHAT A JOKE!!!
SOMEONE BETTER GET ON THE BALL.
2 fedup // Jan 25, 2008 at 5:08 pm
Yes Verizon does suck, for close to a year now, I have been trying to get verizon to help me get the people that live next door to me to stop montoring and recording my phone calls, all I got from verizon was, why dont you just move, where I live all we have is verizon land line
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7 James // Apr 28, 2008 at 10:56 am
I called Verizon FIOS to order phone, internet, and cable prior to my move in. My Consumer Order Summary was dated 3-28-08, and the scheduled installation date was 4-7-08. I reviewed the e-mail and all looked well. I move into my new house and install date comes. They setup an 8 AM-noon window. I already had the Optical Network Terminal unit (ONT) in my house, so I figured this would be cake for them. I am a Sys Admin at an ISP, so the internet stuff I could do myself with ease.
On install day, no one showed, no one called. I had my mobile with me at ALL times. So around 1:30 PM I called Verizon to see what was going on. If something came up, I had a week off to move in and if they needed to come by in a day or two, I was totally cool with that. After about an hour on hold I got in touch with a “state level” dispatcher. That said that there were “no facilities available for my order” and I was called. Nope, I wasn’t called; they did have my cell (which I had with me all of the time) in their records. I wanted them to come out later in the week if possible since I was home. They said that their next available time for me was 4-12-08, which was a day where I was going to a wedding. The next available time after that was at the end of the month, on a work day for me.
Basically because they did not show up, or even notify me with a reason, they put me at the back of the line. I was trying to escalate my request and the support only gave me unreasonable dates and that “no facilities available for my order” BS. I later wanted to get my copper line put back so I could at least get phone service, and after a long wait in hold they gave me the end of the month as a date. Basically I was being run around in circles and being shoved to the end of the line because Verizon screwed up my installation. I was told the only way I could get it sooner is if I “knew an installer who’d do me a favor,” and I was pretty much screwed with the window of time I had to get the service installed. The salesperson fed me a load of bull and the installer didn’t even call me with a reason. I tried to figure out what “no facilities available for my order” meant, and why this was such a problem since I already had the ONT in my house. Half of their work was already done.
The same day, I called a local cable company who installed my phone, internet, and cable the next day. They showed up on time and did the normal pre and post appointment verification. I unplugged the ONT in my house and let the battery go out. Verizon gave me such a lousy customer experience I swore I would never do business with them, and be sure to let other people know about their awful customer service and commitments they setup and do not honor. Verizon screwed up prior when they bought Bell Atlantic, and screwed up our perfectly find DSL service I had around 98/99. My money is going to a competitor, and Verizon won’t see if because they have abysmal customer service. I am certainly interested in fiber optic lines connected to my house, but so long as Verizon is the only provider, I will happily do without.
James
Herndon, VA
8 shauna // Jun 13, 2008 at 12:17 pm
You all saved me. Thank you for your comments based on the feedback I’ve seen on several websites I decided to save myself the headache and I signed up with Cox.
9 Same Story in Catonsville, MD // Jul 11, 2008 at 8:03 am
TV is fine; Internet is fine (though slower than advertised according to TOAST.net). But our phone has been disconnected three times in 6 weeks: no dial tone, no 911, nothing (and we have to set up voice mail anew with every disconnect). We’re in the middle of the third random disconnect right now, and we are 48 ours into this particular sequel. In Catonsville, MD–we have been told by the stream of technicians who have been here over the last 6 weeks–Verizon has signed up and continues to sign up more customers than their equipment can handle. Long story short, our phone is still on copper as technician after technician tells us.
But try explaining that to the ‘customer service’ people (not to mention that maddening robot voice that is worse than useless) who haven’t even a clue who they should give our repair requests. I’ve chatted with numerous ‘customer support’ folks in Trinidad (I think, judging from the accent), India, California, Virginia and have burned through over three hours–all told–of cell phone minutes trying to get this resolved.
In short, if you are in Maryland, do not switch to FIOS if you want to have phone service, or ‘customer service’ that has any idea of how to assist you.
I am no fan of Comcast–and never would have found this site were it not for searching to see if others were in the same boat as we are–but if the technician fails to appear today, we’re having the FIOS hardware removed and calling Comcast. And if they try to charge us for breaking a contract they themselves have not honored, we’re going to the Maryland Public Services Commission.
10 Harry // Jul 15, 2008 at 1:12 pm
Well, I hear that a strike may be in the works now that their contract is about to expire. When the new contract provides more money and benefits everything will be ok right?
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