--> Getting credit for outage! Special rules.
dcx1
Newbie

I just talked to a Verizon rep in Syracuse.

Verizon will give credit for service outage for Fios TV and internet only if you explicitly request a credit.  If you simply call in and reporting a service outage, Verizon will not credit you for time that your service is out.

You must explicitly request the credit when you call.

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Re: --> Getting credit for outage! Special rules.
oldfashioned
Specialist - Level 2

I don't know what this person is telling you but I know from experience that that is definitely not correct. 

Verizon keeps a record of when the outage was reported and when the repair ticket has been resolved.

If your outage is for less than 24 hours, there is no credit but if the outage is longer than that, then a credit gets issued automatically.

I have always received credit for loss of service over the years and I never specifically had to request it.

Re: --> Getting credit for outage! Special rules.
dcx1
Newbie

Here's the history.

On Saturday, my service was out.  I called and reported it to Verizon.

On Sunday, my service was still out so I called Verizon again.  A tech support person told me that a TSO (TOS?) hadn't been created for me, and that Verizon only gave credits to accounts with those reports.  The tech created one for me.  That got me wondering whether others who reported the outage were being treated the same way.  I checked the New York PSC web site and it said that Verizon has to provide credits to those who report outages.  I filed a complaint with the New York PSC based on that.

This morning I received a call from a Verizon Syracuse executive.  She stated that under PSC rules, Verizon had to provide automatic credit for phone users only.  She said that TV and internet were not regulated by the PSC, and that anyone reporting a service outage had to explicitly request a credit.

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Re: --> Getting credit for outage! Special rules.
oldfashioned
Specialist - Level 2

I have TV, phone, and Internet service.  So that's the difference?  I've gotten credit in the past whenever all 3 of my services were out longer than 24 hours.

So then I guess you will have to "explicitly request a credit".  I know Cablevision makes my parents go through that every time they have an outage.  I didn't understand why but now I do since you explained that you must have Verizion's triple play bundle package to quality for automatic credits.  My parents only have the TV service through Cablevision so that must be the reason.   I think that's dumb because we all have busy lives and who has time in their day to do that?  So I suppose that ups the profits even more and think of how many customers will *not* request a credit because they forget about it after a while.

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