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going to cancel service before it's even installed

Posts: 1
Registered: ‎07-02-2018

going to cancel service before it's even installed

Message 1 of 2

Last week I registered for home internet service as we're moving and I'd like to switch from Comcast.  Prior to finalizing my order I contacted online support to inquire about the installation date, as the soonest offered was a month away.  I was given a number to call where a "specialist" would be able to assist in getting a sooner date.  This is relatively important to me as I do business from my home computer.  I have internet at my old residence for another two weeks, so I don't feel like I'm asking for a miracle to avoid a period with no access.  I called the number and was told that I had reached an "agent only" line, and that I would be transferred to the appropriate department.  After two more transfers I ended up on hold for an hour.  Someone finally picked up, announced that they could not hear me and promptly hung up.  I reached back out to online support where I was transferred among agents and put on a call back to phone support where the message quoted a 2-hour hold time.  The agent online, to whom I was still connected, repeatedly stated "seems like there is a long wait time," and continuously suggested that I use a number to call billing that they gave me.  There was no further assistance from the online agent and I'm now on hold again.


This whole process has been incredibly frustrating, especially as I'm switching from a rival company.  If I do not get satisfaction from the call I'm currently on hold with I'll be cancelling the service and taking Comcast with me to my new address.  Hopefully a mod on this board can contact me to get this issue resolved before losing a new customer before they pay their first bill.

Moderator Moderator
Posts: 10,649
Registered: ‎03-18-2013

Re: going to cancel service before it's even installed

Message 2 of 2

Hi GDSurg,

Your issue has been escalated to a Verizon agent. Please check your Private Message Inbox for a message from Verizon_Support. You can find your Inbox by clicking on your username at the top right corner of this page. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.

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