lost service now have to take a day off

[debs7626]

I was actually able to get thru the phone tree to an agent relatively quickly.  But the problem apparently is with the optical box installed on the outside of my house.  So the only way to get a service repair technician out to my house to check  is for me to take a day off, wait for someone to show up, just to be there so I can verify that it was corrected.    The problem I have with this, is that I lost service when they installed service for one of my neighbors.  Don't know if they are connected but since I have only had the service for 9 months I doubt that it is faulty equipment.     A couple of days ago someone from Verizon had some kind of meter connected to the box outside of my townhouse.  He said he was making sure I didn't lose service when my neighbors service was installed.    Why do I have to be there for them to check the box?  If it needs to be replaced,  that can be done without me,  the technology is there for the to check to see if service is being sent to my house ( they could check it last night without anyone coming out to my home,  as a matter of fact it was diagnosed using their computer system)    If it is I can use the in home agent to finish resetting it once I get home from work.    Anyone had any luck in getting around the "you have to be home to get someone to come out and check Verizon's equipment, and recent work?

[debs7626]

Just a follow up,  I took half a vacation day to be here for the Verizon technician.  He looked at the box outside and said, Yes the contraction cut the line to your service.  Here is where he left a new one, but since he can't open the box to my house he couldn't reconnect it.  It took ten minutes for the technician to run a new wire.  Since the modem was turned off that had to be turned on, other than that no reason for me to be here, except to verify that the work was completed.

So, thanks to Verizon's inability to hire compentent contractors, their customer service that really isn't for the customers, My employer lost my time for the day, and I lost a vacation day. 

Since I am encouraged to use the online agent for every thing the fact that they insisted I be home is just another example of poor customer service.

Do you think they will really credit me for two days that I didn't have service?

[dslr595148]

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@debs7626 wrote:

My employer lost my time for the day, and I lost a vacation day. 

Do you think they will really credit me for two days that I didn't have service?

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I suspect that they will not, credit you.

[Bob_Robertson]

they will if you ask them to.. but yeah prolly not automatic

and just because they didnt happen to need to access the inside of the house, this time.... doesn't mean they may not next time, or 90% of the other dispatches they make...

that is why you needed to be there... cause you never know

[pollys]

You are very fortunate to have had to miss only one day from work for Verizon personnel. In the last year, I've had to take 4 days of vacation, at different times, in order for a Verizon tech to come to my home and check my DSL. Three out of the 4 times, they did not call me, nor did they come to my home. When I called customer service, they told me it was because I didn't answer my telephone and that was definitely not true, as I was setting at home waiting on them. I have had nothing but trouble with Verizon service in the last year. I guess since they are trying to sell their business to Frontier in the state of West Virginia, they care nothing about a customer's service. They finally sent me another modem, which is a Model 7500, and presently my download speed is 20 Kbps and my upload speed is 6 Kbps. I might as well have dial up, which would be cheaper also. I'm going to cable in order to get rid of the frustrations with Verizon. They just do not qualified personnel to cover their problems!!!