Customers With Disabilities
  • RESIDENTIAL
  • BUSINESS

    Verizon Business Sites

  • WIRELESS
  • Services  

    Order Services

    See All Plans & Bundles

    Special Deals

    Moving Made Easy

     

    Current Customers

    Add or Change Services

    Renew or Change Bundle




    Find out which Verizon services are available at your address.

  • My Verizon  

    Email & Calls

    Check Email

    Verizon Visual 411

     

     

    Bill & Payment

    View Bill

    Pay Bill

    Pay Final Bill

    Manage Auto Pay

    Manage Paper Free Billing

    My Services

    Add or Change Services

    Renew or Change Bundle

    Review Account

    Manage My Internet

    Manage My Voice

     

  • Support  

    Community help

     

     

     

     

  • Watch FiOS  

    Watch thousands of your favorite TV shows and movies On Demand and Live. Rent or buy your favorites and watch them on any device. Or, check what's on tonight and program your DVR. You can do it all!

    Watch Free TV & Movies

     

     

    Rent or Buy

    Set your TV Viewing Experience

  • Trending  

    Check out this personalized, real-time feed featuring the latest content and entertainment from around the Web including new headlines, sports, entertainment and more.

     

     

     

     

     

    See what's Trending!

Reply
Contributor
ron92
Posts: 6
Registered: ‎10-10-2011
0 Kudos

You can have BIG TROUBLE with FIOS (half phone line only)

Hello world,

 

I got the FIOS mid-September,

 

and this week it will be one month since my phone line broke for a lot of people (they can't call me anymore),

 

and Verizon can't do anything to correct their misconfiguration.

 

 

So, I am alone, with half of a phone line and with an operator (Verizon) who is doing nothing.

 

 

My situation: people from Cox Communication (a famous but local operator in my state) are impossible to call me (when they try they receive the information my number doesn't exist) because I asked to Verizon to keep my number and to move it from Cox to Verizon FIOS (so, I wanted to keep my number, very simple, but impossible for Verizon).

 

For 4 weeks, I am trying to explain this simple situation but their answer is "all is fine from Verizon".

 

 

Does anyone have an idea to solve this stupid situation?

 

Thanks

Contributor
tomh44
Posts: 1
Registered: ‎10-10-2011

Re: You can have BIG TROUBLE with FIOS (half phone line only)

Call Cox to tell them to cancel your service and switch the number.  I had same problem with another local service.

Contributor
ron92
Posts: 6
Registered: ‎10-10-2011
0 Kudos

Re: You can have BIG TROUBLE with FIOS (half phone line only)

Thank you tomh44 !

 

I tried already but it was worth than with Verizon representatives... I was no more a Cox client, so nobody...

But I can try it again.

 

Thanks again.

Moderator
ornahp
Posts: 1,616
Registered: ‎03-10-2011

Re: You can have BIG TROUBLE with FIOS (half phone line only)

[ Edited ]

I'm sorry you are having difficulty. An agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or to help you resolve your issue.

 

 


ron92 wrote:

Hello world,

 

I got the FIOS mid-September,

 

and this week it will be one month since my phone line broke for a lot of people (they can't call me anymore),

 

and Verizon can't do anything to correct their misconfiguration.

 

 

So, I am alone, with half of a phone line and with an operator (Verizon) who is doing nothing.

 

 

My situation: people from Cox Communication (a famous but local operator in my state) are impossible to call me (when they try they receive the information my number doesn't exist) because I asked to Verizon to keep my number and to move it from Cox to Verizon FIOS (so, I wanted to keep my number, very simple, but impossible for Verizon).

 

For 4 weeks, I am trying to explain this simple situation but their answer is "all is fine from Verizon".

 

 

Does anyone have an idea to solve this stupid situation?

 

Thanks




Contributor
ron92
Posts: 6
Registered: ‎10-10-2011
0 Kudos

Re: You can have BIG TROUBLE with FIOS (half phone line only)

I am with Verizon reprensentatives for 3 hours already and they can't do anything!

 

Contributor
ron92
Posts: 6
Registered: ‎10-10-2011
0 Kudos

Re: You can have BIG TROUBLE with FIOS (half phone line only)

I discussed today (chat) with Adrian, Oscar and Dixie (currently).

I don't remember the other one (the weeks before).

 

I have no solution currently.

Contributor
ron92
Posts: 6
Registered: ‎10-10-2011
0 Kudos

Re: You can have BIG TROUBLE with FIOS (half phone line only)

Thank you very much to ALBERT from Verizon.

 

He is trying to solve my issue (resetting something into my account).

--

ron92

Gold Contributor I
lasagna
Posts: 1,788
Registered: ‎05-27-2010
Plan: Prime HD 50/25
Location: South Central, PA

Re: You can have BIG TROUBLE with FIOS (half phone line only)

Understand that if this is impacting incoming calls from people uing your old "phone" company but not calls coming from other service providers (i.e. non-Verizon but not Cox customers either), then the problem is on Cox's end.

 

Cox never deallocated your number properly when you ported it over to the Verizon -- so they still have it defined in their tables as belonging to them and when people try to call it from on the Cox network, it goes to a disconnected number deadend.

 

If this is the situation you have, then you must call Cox and tell them that you "ported your number out to a new provider" and ask that they "release and deallocate" the number from their system as they no longer own it so that calls from customers on their network witll terminate properly.   It will take some persistence and you'll probably need to get past the first level tech support person and make sure you get someone who understands the phone network definition process to get them to fix it.

 

If you can't receive calls from anyone -- except other Verizon customers -- then it's a Verizon problem in that they haven't properly completed the port of the number from your old provider -- who is probably still holding the number in an inactive state.  If this is the scenario, then Verizon is the one who has to fix this.

 

 

 

Contributor
ron92
Posts: 6
Registered: ‎10-10-2011
0 Kudos

Re: You can have BIG TROUBLE with FIOS (half phone line only)

Thanks a lot Lasagna for your detailed explanation.

Your first assumption is the correct one: only the people from my old operator (Cox) have trouble to call me.

 

It is perfectly described in your email.

 

Thank you also for your good advices. You are right it is very difficult to explain to the first level of technicians: yesterday I never succeeded in having a manager from Verizon, but I explained to Adrian, then Oscar, then Dixie, then Roishawn and Albert my problem for more than 3 hours.

Three weeks ago, I already called my previous operator (Cox) and they never wanted to hear me (probably because I was no more a client).

 

I am waiting now for a resolution from Verizon. If they fail, I will call Cox again, with the good wording you gave me.

 

Thanks again,

--

Ron

 

My Verizon

Support Tools

Watch FiOS

Trending

  • Visual 411