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Why is Verizon tech support so frustratingly hard to get to do anything?

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Contributor
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Posts: 1
Registered: ‎04-23-2020

Why is Verizon tech support so frustratingly hard to get to do anything?

Message 1 of 5
(908 Views)

 I've had slow internet (2/0) for at least four weeks.  None of the buttons on the "contact Verizon" page work.  Clicking on them does nothing.  All of the troubleshooters report "internal error" and stop working.  No tech support page pops up in the speed test when it fails, unlike what is implied in the directions.   I finally managed to get a chat with a tech called Mohammed after asking one of the chat folks in billing (you can be sure Verizon keeps THAT department available) to transfer me.   Mohammed told me that i needed a new modem (the old one was quite old, so that made sense).  I paid some $55 for a new modem and it was delivered fairly promptly.

 

The new modem did nothing.  I still had the exact same infinitely slow speeds.  None of the Verizon support page stuff worked, just as before.   I went through billing again to get to MD at tech support, who told me to stand by while they checked it out, and then nothing for 25 minutes, upon which the chat apparently timed out.  Internet speeds are unchanged.  The Reverse Tracerout Tool cannot reach the server before getting the maximum number of unresponsive hops.

 

This is all incredibly frustrating.  I know that Verizon is a monopoly here and so they don't want to spend any money supporting customers who have no other choices, but the least Verizon could do is just admit that they do not have any contact procedures, rather than providing fake ones that they know don't work.

 

Anyone got any ideas on how to backdoor into a Verizon tech support capability that can actually help a customer?

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Gold Contributor VII Gold Contributor VII
Gold Contributor VII
Posts: 1,684
Registered: ‎12-02-2012

Re: Why is Verizon tech support so frustratingly hard to get to do anything?

Message 2 of 5
(891 Views)

Contact their social media support team via @VerizonSupport on Twitter or https://www.dslreports.com/forum/vzdirect

 

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Platinum Contributor III Platinum Contributor III
Platinum Contributor III
Posts: 7,524
Registered: ‎12-15-2010

Re: Why is Verizon tech support so frustratingly hard to get to do anything?

Message 3 of 5
(757 Views)

Are the slowdowns at all hours of the day and night? Just during the day? Just during the evening?

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Copper Contributor
Copper Contributor
Posts: 8
Registered: ‎12-22-2014

Re: Why is Verizon tech support so frustratingly hard to get to do anything?

Message 4 of 5
(578 Views)

Verizon tech support doesn't want to help anyone.  They want to avoid helping people.  If your speeds aren't below a certain number, they know they don't legally have to do anything to fix it.  This is because with their billions of dollars, instead of investing in improving services to customers, they buy politicians whom they can influence to do whatever makes them the most profit.  Politicians seem to be cheaper than upgrading wiring or installing FIOS for people.  There's a small chance you might get lucky and get one of the nice people who work at verizon to actually do something, but it's really luck of the draw.  

I recommend looking into XFINITY or other cable providers.  That's what I'm doing.  I'm sure their customer services isn't any better, but I'm betting their speeds are.  

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Contributor
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Posts: 1
Registered: ‎06-18-2020

Re: Why is Verizon tech support so frustratingly hard to get to do anything?

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I acquired a Verizon account name just so I could salute your beautifully written complaint. You must be a clergy person. Verizon, a corporation run by a plutocrat who wants nothing to do with anyone who doesn't work for him, refuses--in spite of having cash cow monopolies in several states--to hire adequate repair staff. My wife and I, in Manhattan, no less, have seen the number of repair people halved, then halved again, then halved once more, over the past ten years. This is an intentional move to scare people into purchasing the more lucrative Fios service. Your business office route to service was extremely clever. Thanks.

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