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[#1]

We had a static IP account that was working well enough but with unresolved issues - gateway would not respond to pings from beyond on hop and Verizon chose not to look into the issue.  We needed to have more static IP addresses so we placed the order and asked to please inform us if the IP addressing would change so that we could prepare.  So they issued the new IP block without notification at 2:00AM and did not test the circuit.  I contacted support to get the new IP block and reconfigured our equipment.  However, the new IP block was not configured correctly.  They rebuilt the circuit on a first tier level and it still failed.  So now issue tracking is non existent... we have no idea when or if there will be any resolution, although they are happy to increase the billing rate.

So essentially, the story is this:

1. Verizon starts billing for a new product

2. They disconnect your currently functional service and replace it with nothing.

3. They make you wait you 5 minutes every time you want to check on the status of  "Good news... your new order is complete"

4. They can't tell you when someone might get out to correct their mistake that they should have noticed to begin with.

5. They make it your responsibility to contact billing to address the loss of service.

So now we are at day 2.  I've spent over 4 hours on the phone trying to get someone to give me some information on what they are doing to correct their shoddy work.

Although this forum is not really meant to be a place to voice complaints, there really is no other option.

Does anyone have a suggestion on how to get decent service with Verizon... The point is that... THIS IS THEIR ERROR.  Why should I have to waste so much time trying to get them to address it?

[#2]

So after spending 2 hours on the phone being informed that the central office would not even look at the problem until a technician was dispatched 2 days later (which would add up to being 4 days down) I insisted to speak with a supervisor.  Finally the issue was handed off to escalations.  The person in escalations contacted the central office and insisted that they check their work.  With reluctance they did and found that they multiple IP account onto a circuit that only supported a single IP address.  After correcting the issue, everything came back online.  

So my advice to the community is, that if you have done your due diligence and are certain that everything is correct on your side... insist on speaking with a supervisor.  I say that with caution, as we all make mistakes on our side and we should be certain that we have done our part first.  My advise for Verizon network admins... don't be so arrogant!  

Nothing can replace the 9 hours that I spent on trying to get Verizon to address their mistake.  I had several people blow me off in support, essentially lying about what they have done to correct the issue.  Even over a week later, problem resolved, I'm still furious.