Internet stopped working all of a sudden. Rebooted the modem, rebooted it again, and again, and again. Logged into the modem. Got the message "Please connect a DSL line" Checked all the connections, checked the wiring, checked the box outside the house. Couldn't find any problems. So I call customer service. After 30 minutes of automated hoopla telling me to do everything that I've already done, I finally get a person (whose accent I can barely understand). I tell them what's going on and everything I've done to this point. Then they tell me to . . . reboot the modem. (Oh! That's brilliant! Why didn't I think of that! The first six times didn't work, but maybe this time it will).
So they finally decided to send a service tech and schedule the "appointment." Of course, they won't have one available for 4 days, and the best they can do is tell me that it'll be some time between 9am and 5pm. They can't narrow it down any closer than that. So I have to take the whole day off of work (unpaid) to wait for them. Super. That afternoon rolls around and I finally get a call from the tech, not to say that he's on his way, but to tell me that he isn't coming! Why? Because he "doesn't have his tools." **bleep**?! So Verizon techs hit the road with no tools, and I wonder why they can't fix anything. Says he's coming back the next day, but of course, he can't say when. So I take another day off. The tech shows up the next day (in the afternoon), looking like a half-baked version of Meatloaf (the singer, not the food), plays with the wires inside, can't find a problem, then goes to the neighborhood box, then says he has to go to the town the next day. The next day rolls around, no phone call, no service tech, and still no DSL.
The next morning, I call back, and they tell me that he's on the way. 10 minutes later, I get another call back, and they tell me that it was a central office problem, and that everything should be working. I get home, and of course, it's not.
So I call back again. I tell them that it wasn't fixed, but they already closed the ticket, so I have to start the process all over again. So I go through all the standard protocols, reboot the modem, test the line, lets schedule a service call. Of course, it's another 4 days, and another day missed (unpaid) from work.
Service day rolls around, and surprise: no one showed up. I call dispatch and they're showing that its still open. I get a phone call from the tech the next day and once again, it's a central office problem, so he sends the ticket back to them, and says "as long as they do their job, you should be back up tonight or tomorrow." Of course, the central office didn't do their job, they just closed the ticket again. So the next night, I call and go through ALL the steps again.
Then they schedule yet another service call for a few days later that once again the tech doesn't show up for. I didn't even bother calling again, because it apparently does no good. The next afternoon, the service tech shows up unannounced. Thank God I was was scheduled to work an oddball shift and got home early (literally minutes before he arrived).
Of course, this tech couldn't figure out what was going on, but assured me that someone would be back the next day to fix it, when I asked about it being a holiday, he said that "yes, they'd be there on the holiday." So...I change my plans for the holiday, and waited around for the tech to show up. Early that afternoon, there's still no tech, so I call dispatch again. I get told that they're not coming because...it's a HOLIDAY and that the follow up is scheduled for Saturday morning (so three days later). I change my weekend plans to accommodate THEM.
Then Friday afternoon, I get a call from dispatch saying that they need to cancel the appointment for Saturday, and change it to Monday! **bleep**?! I tell them that is unacceptable, and that I've waited far to long, so they tell me that they'll "squeeze me in" on Saturday (I love the wording they used, like they were doing me a favor by keeping the appointment that they set for two days later than they promised). They told me that he would be here between 9-11am.
After spending Friday night running around doing everything I had planned on doing Saturday morning, so that I can wait around for the tech, 11am Saturday rolls around. Still no tech, so I call dispatch again. They tell me that he's finishing up a job and that I'm the next one, and that he'd be here between 12 and 1. So I continue waiting around. 2pm rolls around. I come inside and find a missed call on the home phone (even though I told them several times to call my cell number). The tech says he's on his way. Before I can get through to dispatch again, he calls back, says that he's at the neighborhood box and that he's testing the line, so my home phone may cut off. Mid-sentence, the phone dies (Genius, didn't think to get off the phone with the customer before you killed their line?) So I drove down to where he was.
He once again tells me that its a central office problem, again. He says he is going to check in it there. I ask for his supervisors number, because I'm sick if this run around. He gives it to me, but of course, she doesn't answer. I get a phone call a few minutes later (on the house phone, again...) and he asks if I had DSL before, because I wasn't wired for it in the central office. **bleep**!
First, why on earth would I be calling so many times because my DSL isn't working if I never had it? Second, is it common practice for Verizon to "unwire" a customer for service without telling them? Then he tells me that he's not authorized to make the repairs in the central office, and that the "rover" will have to, and he can't give me any timeframe when that MIGHT happen.
So then, I turn to social media, and go to Verizon's Facebook page. Perhaps if this fiasco is made public, they'll fix it instead of bouncing it around like a hot potato. Of course, as soon as I post something publicly, someone from their social media department asks me to contact them privately. I publicly reply to them, explaining the whole situation. Of course, they don't even acknowledge that, so once I call them out on it, they ask me to PM them my account info, so I do. Of course, they try to keep the conversation private at that point.
They tell me that the first step is to get me in touch with a DSL specialist. I explain to them that I've already done all that, so they call me and put me on the phone with the DSL specialist anyway. The DSL specialist puts me on hold for almost half an hour, then tells me everything I already knew, and pretty much tells me to please stop calling. So I make all that public.
Then the social media guy says that he was listening in on the whole conversation. When I responded asking if he agreed that I was told to stop calling, he said "it was standoffish". (Oh, so it's MY fault that they can't fix it). They told me that they were currently working on it (at 5:30) and that they would be working until 11pm or midnight and that it should be fixed.
Well 15 hours later, and its STILL not fixed. So I call dispatch again. This time they tell me that the work order to make the repair was put in at 9:30 last night, and that the technician was sent out at 6:30 this morning to make the repair. That seems strange, considering that they told me at 5:30 yesterday (4 hours before the work order was put in) that they were working on it and that they were checking and double checking everything there. So, either Verizon has mastered quantum mechanics and has the ability to time travel, or they BLATANTLY LIED yesterday!
So this afternoon, I tried again, still nothing. So I called dispatch again. Now all of a sudden, I have an appointment scheduled for all day Tuesday. I ask them what happened with the repair being made at the central office. The person at dispatch said that it was "completed" because the repair had already been made, so they sent it back to the field. So two things now:
1) thanks for letting me know about the appointment.
2) If the field tech said that he wasn't getting a signal from the main office, and the repair had "already been made" the why would they be expecting any different result from the field?
So they finally decided to send a service tech and schedule the "appointment." Of course, they won't have one available for 4 days, and the best they can do is tell me that it'll be some time between 9am and 5pm. They can't narrow it down any closer than that. So I have to take the whole day off of work (unpaid) to wait for them. Super. That afternoon rolls around and I finally get a call from the tech, not to say that he's on his way, but to tell me that he isn't coming! Why? Because he "doesn't have his tools." **bleep**?! So Verizon techs hit the road with no tools, and I wonder why they can't fix anything. Says he's coming back the next day, but of course, he can't say when. So I take another day off. The tech shows up the next day (in the afternoon), looking like a half-baked version of Meatloaf (the singer, not the food), plays with the wires inside, can't find a problem, then goes to the neighborhood box, then says he has to go to the town the next day. The next day rolls around, no phone call, no service tech, and still no DSL.
The next morning, I call back, and they tell me that he's on the way. 10 minutes later, I get another call back, and they tell me that it was a central office problem, and that everything should be working. I get home, and of course, it's not.
So I call back again. I tell them that it wasn't fixed, but they already closed the ticket, so I have to start the process all over again. So I go through all the standard protocols, reboot the modem, test the line, lets schedule a service call. Of course, it's another 4 days, and another day missed (unpaid) from work.
Service day rolls around, and surprise: no one showed up. I call dispatch and they're showing that its still open. I get a phone call from the tech the next day and once again, it's a central office problem, so he sends the ticket back to them, and says "as long as they do their job, you should be back up tonight or tomorrow." Of course, the central office didn't do their job, they just closed the ticket again. So the next night, I call and go through ALL the steps again.
Then they schedule yet another service call for a few days later that once again the tech doesn't show up for. I didn't even bother calling again, because it apparently does no good. The next afternoon, the service tech shows up unannounced. Thank God I was was scheduled to work an oddball shift and got home early (literally minutes before he arrived).
Of course, this tech couldn't figure out what was going on, but assured me that someone would be back the next day to fix it, when I asked about it being a holiday, he said that "yes, they'd be there on the holiday." So...I change my plans for the holiday, and waited around for the tech to show up. Early that afternoon, there's still no tech, so I call dispatch again. I get told that they're not coming because...it's a HOLIDAY and that the follow up is scheduled for Saturday morning (so three days later). I change my weekend plans to accommodate THEM.
Then Friday afternoon, I get a call from dispatch saying that they need to cancel the appointment for Saturday, and change it to Monday! **bleep**?! I tell them that is unacceptable, and that I've waited far to long, so they tell me that they'll "squeeze me in" on Saturday (I love the wording they used, like they were doing me a favor by keeping the appointment that they set for two days later than they promised). They told me that he would be here between 9-11am.
After spending Friday night running around doing everything I had planned on doing Saturday morning, so that I can wait around for the tech, 11am Saturday rolls around. Still no tech, so I call dispatch again. They tell me that he's finishing up a job and that I'm the next one, and that he'd be here between 12 and 1. So I continue waiting around. 2pm rolls around. I come inside and find a missed call on the home phone (even though I told them several times to call my cell number). The tech says he's on his way. Before I can get through to dispatch again, he calls back, says that he's at the neighborhood box and that he's testing the line, so my home phone may cut off. Mid-sentence, the phone dies (Genius, didn't think to get off the phone with the customer before you killed their line?) So I drove down to where he was.
He once again tells me that its a central office problem, again. He says he is going to check in it there. I ask for his supervisors number, because I'm sick if this run around. He gives it to me, but of course, she doesn't answer. I get a phone call a few minutes later (on the house phone, again...) and he asks if I had DSL before, because I wasn't wired for it in the central office. **bleep**!
First, why on earth would I be calling so many times because my DSL isn't working if I never had it? Second, is it common practice for Verizon to "unwire" a customer for service without telling them? Then he tells me that he's not authorized to make the repairs in the central office, and that the "rover" will have to, and he can't give me any timeframe when that MIGHT happen.
So then, I turn to social media, and go to Verizon's Facebook page. Perhaps if this fiasco is made public, they'll fix it instead of bouncing it around like a hot potato. Of course, as soon as I post something publicly, someone from their social media department asks me to contact them privately. I publicly reply to them, explaining the whole situation. Of course, they don't even acknowledge that, so once I call them out on it, they ask me to PM them my account info, so I do. Of course, they try to keep the conversation private at that point.
They tell me that the first step is to get me in touch with a DSL specialist. I explain to them that I've already done all that, so they call me and put me on the phone with the DSL specialist anyway. The DSL specialist puts me on hold for almost half an hour, then tells me everything I already knew, and pretty much tells me to please stop calling. So I make all that public.
Then the social media guy says that he was listening in on the whole conversation. When I responded asking if he agreed that I was told to stop calling, he said "it was standoffish". (Oh, so it's MY fault that they can't fix it). They told me that they were currently working on it (at 5:30) and that they would be working until 11pm or midnight and that it should be fixed.
Well 15 hours later, and its STILL not fixed. So I call dispatch again. This time they tell me that the work order to make the repair was put in at 9:30 last night, and that the technician was sent out at 6:30 this morning to make the repair. That seems strange, considering that they told me at 5:30 yesterday (4 hours before the work order was put in) that they were working on it and that they were checking and double checking everything there. So, either Verizon has mastered quantum mechanics and has the ability to time travel, or they BLATANTLY LIED yesterday!
So this afternoon, I tried again, still nothing. So I called dispatch again. Now all of a sudden, I have an appointment scheduled for all day Tuesday. I ask them what happened with the repair being made at the central office. The person at dispatch said that it was "completed" because the repair had already been made, so they sent it back to the field. So two things now:
1) thanks for letting me know about the appointment.
2) If the field tech said that he wasn't getting a signal from the main office, and the repair had "already been made" the why would they be expecting any different result from the field?