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Tech support calls and "Virtual Val"

Tech support calls and "Virtual Val"

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Contributor edster333
Contributor
Posts: 2
Registered: ‎11-18-2011
Message 1 of 5
(627 Views)

My internet has been having issues for days but when I call tech support all I get is Virtual Val (as I like to call it) Asking me a lot of questions but when I finally think I am getting to the promised land (a real person) Virtual Val sends me right back to the beginning of her questions, this happens over and over with no help from a real person. Anyone else having this issue?

4 REPLIES 4
Moderator Moderator
Moderator
Posts: 2,050
Registered: ‎03-10-2011
Message 2 of 5
(624 Views)

I'm sorry you are having difficulty. An agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or to help you resolve your issue.

Platinum Contributor III Platinum Contributor III
Platinum Contributor III
Posts: 7,360
Registered: ‎12-15-2010
Message 3 of 5
(614 Views)

When that happens, press 0. It'll get you out of the menu and into something that will ask you one question (via Numpad) and then shoot you off to an agent.

Contributor edster333
Contributor
Posts: 2
Registered: ‎11-18-2011
Message 4 of 5
(602 Views)

yeah that pressing 0 didn't work either, I have used 0 in the past and this time no matter what I did it kept looping me right back the beginning to virtual val there. Even hanging up and calling back did nothing to change that. I was in a contentious loop with the auto response.

Platinum Contributor III Platinum Contributor III
Platinum Contributor III
Posts: 7,360
Registered: ‎12-15-2010
Message 5 of 5
(594 Views)

As in, it loops you to the main menu again or are you trying to do this before you even get to the main menu? I called Verizon up last week on behalf of a friend of mine and had to use the 0 operation because the phone system would leave me stuck with options I didn't want to follow through with. After entering in a phone number to get into the main menu, I pressed 1 for Tech Support, 1 for High Speed Internet. From this point, I tapped 0 where I was taken to a menu that asked for basic information about what I needed assistance with. It asked for High Speed Internet, then it asked for Operating System, and then it went into the call queue. It didn't do anything along the lines of checking the line out.

 

If you've gotten through to the queue for High Speed Internet support, it should start talking about stuff like resetting the modem and paying bills on MyVerizon. Don't touch anything or say anything at that point until the rep comes on. The phone system might just throw up at that point.

 

If you still hae trouble, care to explain to us what the problem is with your connection in detail? We can point you in the right direction after a little bit of troubleshooting.

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