08-28-2015 04:05 PM
I I have just been through a very frustrating experience with failure of my VerionFIOS internet, now down more than seven days.
I used the chat platform for online diagnositics last Friday. The problem is at the FIOS box or connection to it. Scheduled a service call for today 1 to 5.
No show. Agent on chat platform denied that an appointment was made. But I received confirmations by email and text and phone yesterday! I said I was not satisified with service, I asked to speak to someone about my account. The account agent cut off the call.
I need to speak to someone who is LOCAL and who is ACCOUNTABLE (that means, i can call them back, they will follow up). I am sure that Verizon is better than the awful experience I had today.
I hope someone in this support community can suggest my next step.
08-28-2015 08:37 PM
Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.
Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions.
To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
Please keep all correspondence regarding your issue in the private support portal.