Share Your Ideas with Verizon

[#1]

I subscribe to Verizon DSL, Verizon  Wireless service as well as two telephone hard lines. Recently, I needed to contact repair service because both of my hardwire telephone lines had gone dead as had the telephones for other subscribers in my area. Fortunately, after a short outage, my Internet access via DSL again started working, but the various MyVerizon sites provided no easy and unambiguous way to report problems with my hard line telephone.  After much exploring, I did get to page for reporting problems, but it really did not provide appropriate alternatives; it provide instructions for testing my line. No way would it allow me to indicate that I knew the problem was not in my house other than to request a service call.  My problem was obviously a Verizon problem; no way four telephone lines go out at three residences simultaneously without it being a Verizon problem.

When phone service was restored 48 hours later, I went to cancel the repair requests that I had submitted.  That was easy enough for the telephone line associated with my DSL service, but I've yet to figure out how to do it for my second hardwired line. MyVerizon at MyVerizon.com seems to be locked onto my DSL line and will not let me even send an e-mail message to Verizon about my second line.  If Verizon wants me to save their technician a useless trip to my house, they need to provide a simple and logical way to communicate the status of my telephone status to their repair personnel even when repair personnel are swamped with service calls due to the rain.

Furthermore, I'd like a method to initiate call forward on my hardline telephone that does not require I make the request from my hardline telephone.  My cell telephone could of been a back up for those non-operational line, but I could not activate call forwarding because the line was non-operational. When the telephone lines went out the day before Christmas, I expected them to be out for some time, and sought (without success) a way to get them re-routed.

Finally, I've found dealing with Verizon very frustrating and time consuming in part because I subscribe to multiple Verizon services all of which seem to require different user names.   Although I now know that I've got to go to VerizonWireless.com for wireless and Verizon.com for hardline (or is it Verizon.net), there is still the Internet versus dialing password problem. I need a and all-numeric PIN to change my voice mail on my hard-line.  The PIN to access MyVerizon on-line must be a combination of number and letters.  So I've got one password for Voice Mail and another for MyVerizon access.

Bottom line .. I understand why Verizon was not able to provide personalize support during the heavy rains, but it would be to Verizon's advantage to facilitate subscriber's ability to communicate status in the field to repair people.   It would have also been appropriate to have a web site / or bulletin board that clarified for subscribers the status of repairs to the equipment responsible for the neighborhood telephone outage.

[#2]

For something like that, I would think you would need to actually contact a Verizon agent, not just submit a web form. They have options on their Contact Us page for getting in touch.

[#3]

I added the "website" category so this suggestion will be funnelled to the appropriate business group. Thank you for your suggestion and feedback!