Router issues
Chaj035
Newbie

Has anyone else had trouble reaching customer service to assist with new service?  I got set up with fios yesterday and 30 minutes after the technician left, the internet stopped working (red globe).  I've reset, rebooted, checked wires, installed different Verizon router (same model).  Ont is working.  When I connect my desktop to the cat5, it has internet.  For some reason, the router won't work.  I've now been on the phone for 2 hours last night with technicians (told me to get new router from Verizon store) and on hold tonight for almost 2 hours.  I'm ready to cancel the service altogether.  I has dsl for 13 years with no issues.  And to think I was considering getting fios for tv instead of directv.  I've never been on hold this long with them or been without service for this long.  Can anyone help?

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Re: Router issues
kh-gary
Moderator Emeritus

Hi Chaj035,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and scroll down the page to an area titled "My Support Cases." You can reach your profile page by clicking on your name located above your post, or at the top right of this page.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, you may subscribe to the case. At the top right of your support case there is a gear icon which provides a drop down menu with support case options. Click that and choose "subscribe." Please keep all correspondence regarding your issue in the private support portal.

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