It is truly unbelievable that in 2018 Verizon still conducts business like it's 1960. They were once a Baby Bell and it's evident they never grew up. I had an outage this morning and was unable to reach ANYONE! Phone and Internet was out so the only way to contact them was by cell phone.
After going through their automated customer avoidance system I was eventually informed that I would be transferred to someone who could help. Unfortunately for me, the people I was transferred to only work business hours and I was informed that "the offices are now closed, please call back during our normal business hours." Really? Is there NO ONE there after 8:00pm?
The Verizon website and app are worthless on a phone or tablet. It is clearly evident that for a company that taughts being an ISP they don't know anything about being an ISP! They have done zero development to make their website mobile friendly, and judging from their app it's clear they do not understand anything about developing for the mobile world. There are links that do not connect anywhere, there are menu buttons that display no content. It's quite embarassing when you think about a company the size of Verizon and how horrible, deficient, and completely outdated their technology and tools are. One tool said there were no reported outages and another tool said there was an outage in my area! Their tools don't talk and the clearly don't pull from a consistent data source. All I knew is that my phone and Internet were out for over 2 hours!
Since I am unable to reach Verizon, I will file a complaint with the Public Utility Commission regarding my experience, with screen shots of how unusable their tools are and how there was no one available to discuss the outage and see if the PUC can reach Verizon.
The real laugh, my current contract expires soon and they want me to renew. Why would I even consider Verizon in the post AOL era?
My experience is that the best avenue for support is via twitter @verizonsupport.
I believe they are round the clock. Not immediate, but pretty responsive.