04-29-2009 03:49 PM
05-01-2009 03:58 PM
05-03-2009 10:14 AM
I don't have phone service with Verizon (Internet and TV) and calling into customer support is a painful experience. Because there is no physical phone number associated with my account I generally answer "dont have a phone" to the first two questions. I am then able to get a live person. I tell them I need the New York Service Center for technical support with <Internet, TV> and they transfer me. At that point I tell them I provide my contact number but inform the rep. I don't have verizon phone, only Internet and TV.
I've tried using my contact number back at step 1 and step 2 but since my contact number is not a verizon phone I am put into an infinite loop of the IVR. Zeroing out is the best option for me.
05-13-2009 08:04 AM
It's 2009. I expect phone trees, foreign service rep's with strong accents, and "alternative" service venues such as automated (unattended) chat responses and web based "support" (FAQ). Corporate America has done this in virtually every industry. For example, Banks drove customers out of their branch offices (so they could close them) and into ATM booths.
BUT...This is the part that Verizon doesn't seem to understand...Those alternative service venues have to actually work! When I go to an ATM, I can make a deposit or withdrawal with no problem 99.9% of the time. Verizon's support web pages are filled with bad links, dead-end pages, pages that don't load, and even incorrect information. Astonishingly, this is also true for their marketing/sales department. (I recently looked into upgrading my phone service which I've had with Verizon for almost 7 years; and according to Verizon's "check for service availability" web results, Verizon doesn't offer any services to my zip code.) The automated chat response doesn't work at least half the time. Ironically, I've had the most "success" with the phone tree. (By "success" I mean actually reaching a service rep. in a reasonable amount of time.) Unfortunately, Verizon has been trying to restore normal DSL connectivity for two weeks now and there's no indication that they're any closer to identifying (let alone fixing) the problem. I plan on giving them ANOTHER two weeks before I cancel my DSL (and telephone; AND cellular) service.
05-16-2009 10:11 PM
The IVR system should allow you to enter the contact or "can be reached" number you used when you first setup your service. The system should not put you through an infinite loop.
If you private message me your information, I can check the system and also work with one of the FiOS techs who monitor this forum to be sure you know what contact number is on your account so that you can get through the IVR system and to tech support.
Vz Voice Portals & Connection Wizard
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05-19-2009 09:18 AM
05-19-2009 09:37 AM