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System offline - coincided with removing TV package from my account

System offline - coincided with removing TV package from my account

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Contributor bfarley65
Contributor
Posts: 4
Registered: ‎07-27-2014
Message 1 of 9
(10,710 Views)

On 7/17 I removed the TV package from my account, as you may have guessed from the post title. It took a few days, but I noticed that the home monitoring and control was no longer sending notifications. When I tried to log into the app, it told me "you do not have home monitoring and control" - same with the web portal designed to manage this service.

 

My first call to tech support went something like this:

 

"Are you sure that no one accidentally turned this off on my 7/17 call?"

"There is absolutely no way that could have happened."

 

Voice mail from Verizon, later:

"Someone accidentally turned this off. It should work now."

 

My next call, after the system still did not work, resulted in the agent asking me to do a reset of the gateway device, and to wait 30 minutes - call back if it's not working. Guess what, that didn't work  - nice that the agent got off the call so quickly.

 

After several additional calls, it is not working. I now have an open and "escalated" support ticket, essentially useless equipment, and no faith whether the service is actually enabled in all the right places on Verizon's side.

 

 

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Bronze Contributor II
Bronze Contributor II
Posts: 214
Registered: ‎03-11-2013
Message 2 of 9
(10,700 Views)

Well, good luck, you will need it. When something like that happens they normally have to rebuild your whole account. And since they don't sell HM&C anymore, they may not beable to setup a new account with that option. :-(

 

My suggestion is to ride the hard. Call several times a day if you have to and get a superviser's name, deal only with that person and demand a daily update. Here's the direct number in case you don't already have it: 866-785-8153

 

If they can't get you working again and you want to sell your equipment, let me know.

 

Oh, and first rule of tech-support, don't let the tech off the phone until the problem is resolved or they have to send you to the next level support.

Contributor bfarley65
Contributor
Posts: 4
Registered: ‎07-27-2014
Message 3 of 9
(10,689 Views)

The ticket had not been touched since escalation. Rather than continue investing time in what I'm realizing is a lost cause and an unsupported product, I've canceled home monitoring. Shaenn, if you're interested, there's a gateway, door/window sensor, and indoor camera for which I have no need.

Moderator Emeritus Moderator Emeritus
Moderator Emeritus
Posts: 6,232
Registered: ‎04-29-2009
Message 4 of 9
(10,684 Views)

Contact Verizon again, and request an update on the ticket.

Contributor bfarley65
Contributor
Posts: 4
Registered: ‎07-27-2014
Message 5 of 9
(10,682 Views)

Requested. "Sorry, we haven't gotten to that yet." Canceled the home monitoring service.


@ElizabethS wrote:

Contact Verizon again, and request an update on the ticket.


 

Moderator Emeritus Moderator Emeritus
Moderator Emeritus
Posts: 6,232
Registered: ‎04-29-2009
Message 6 of 9
(10,680 Views)

That's too bad. If you would like someone to assist with the issue, please let us know.

Contributor bfarley65
Contributor
Posts: 4
Registered: ‎07-27-2014
Message 7 of 9
(10,678 Views)

You can assist with a credit for the equipment that, if I understand correctly, works only with Verizon's home monitoring system  :-)


@ElizabethS wrote:

That's too bad. If you would like someone to assist with the issue, please let us know.


 

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Moderator Emeritus
Posts: 6,232
Registered: ‎04-29-2009
Message 8 of 9
(10,676 Views)

That unfortunately is not within our scope here on the forum. You'll need to contact Verizon for that.

Bronze Contributor II
Bronze Contributor II
Posts: 214
Registered: ‎03-11-2013
Message 9 of 9
(10,665 Views)
bfarley65, I could use the Door & Window sensor but I think I have enough indoor cameras. The Gateway is really useless and I already have 4 extra ones. How much do you want for the sensor?
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