UPDATE -- For Those Suffering With Verizon EMAIL DELAYS

[EHSFIOS]

I've been following the discussion on this forum for the past week, and have called FIOS tech support three (3) times so far over the last five days.

Thanks to the info posted on this forum, I finally was no longer being treated like a mushroom (you know, kept in the dark and fed "stuff'). Virtually every call to tech support so far, I got someone who wanted me to reboot my modem, reformat my hard drive, or log into my desktop remotely. I felt like I was speaking with Dell tech support in Hyderabad, but without the accent and voice echo. Your experience may vary.

Finally (after asking to speak to supervisor #2 up the food chain), I got a straight answer. And, I had a particularly nasty Supervisor #1, who tried to, like Nurse Ratched in One Flew Over the Cuckoo's Nest, just have me continue to take the pills.

She even had the audacity to tell me that Techman28 on this forum was a Verizon employee impersonator when I read some of his helpful responses to her from other threads -- this was after she told me that Verizon doesn't "guarantee 'millisecond' email delivery", and started quoting other Terms of Service fine print. How about 12 hours, or at all delivery of email? Which has been my problem in the last two weeks -- e.g., this morning I sent two test messages at 8:02 a.m. to my Hotmail account. One arrived in "milliseconds", the other still hasn't gotten there (9:33 a.m.)

Here's what I was (finally) told:

-- Verizon has changed their SPAM filtering of both incoming and outgoing email. They are "aware of the situation and are working on it".

-- Verizon has screwed up with their (new) dynamic IP address assignments, and this has caused a lot of issues with delayed emails, SPAM filters at other ISPs, etc. They are "aware of the situation and are working on it".

Here's what you need to do:

1. Keep the pressure on Verizon Tech Support to (I) acknowledge the problem, (ii) treat the customer like and adult, and (iii), with enough calls from customers, light a fire under someone at their main frames.

2. Call your local account representative, and have them light a fire under the main frame guys as well. The service was fine; they made the changes, they need to fix them. You don't need the headaches.

3. Give them a reasonable amount of time, say to early next week to fix this and revert back to before the issues, then call the local folks again, and tell them you will cancel your account, and no, you're not paying the cancellation fee. Do that for your business account as well, if you can (I can, I'm in charge).

There is no need for you to not get the service that you are paying for. Everyone has problems with their services, and you work with your customers, you keep them informed, you treat them intelligently, and work like a dog to resolve the issue. That's how you keep customers. Not the way Verizon has been handling this matter.

Good luck!

***Edited for typo.

Message Edited by EHSFIOS on 06-19-2009 10:29 AM

[Kathleen]

Thank you for the excellent feedback, EHSFIOS.  I'll forward this information to the appropriate people.

FYI Techman28 is real, thank goodness.  I don't know what we would do without him on these boards.  

[Techman28]

oh my dear lord please PM me who you spoke with so I can get that resolved now

[EHSFIOS]

Kathleen --

Thank you, but I'll probably be told you're not real either by your tech support people.... are you?  J/K. 

Like I stated above, all it takes is to work with the customer, treat them like intelligent people, and we will work with you, and be patient -- to a point, until it's resolved.

For what it's worth so far today:

1. My second 8:02 a.m. email test (see above) still hasn't hit my Hotmail account as of 11:04 a.m.

2. An email I sent about having to cancel dinner last night to a friend at 6:34 p.m. got there at 10:30 this morning.

3. An email I sent this morning at  8:57 a.m. still hasn't made it -- I resent it out of GMail and it arrived within the very same minute.

4. My wife was trying to get an email itinerary from her mother and father (who are retired and traveling). They're on FIOS as well (on my recommendation). The email was sent last night, it still hasn't arrived. My wife emailed her mom last night; it bounced back as undeliverable early this morning (FIOS to FIOS). My sister-in-law (on the same email cascade, got both (also on FIOS).

5. I just found out that another email I sent today at  10:28 a.m. also still hasn't arrived, and guess what, they're FIOS as well.

I realize you don't "guarantee millisecond" delivery, but it's not unreasonable to expect that an email sent at 6:34 p.m. on a dinner cancellation gets there before the person has breakfast the next day.

Or that emails between FIOS customers get delivered at a better rate than the US Postal Service does theirs.

Thanks for staying on top of this. I (we) all appreciate the help.

Finally?

"FIOS" isn't recognized by your spell checker.  Too funny.

[EHSFIOS]

PM sent.

[Techman28]

ok I spoke with emily 🙂 she's gonna call ya back

[TimSykes]

Did you put her in time out? 

[Techman28]

no Emily is nice just needed to introduce myself 😉 that's all

[Lilia]

It seems to be happening again.  I sent a message on Tuesday at 10:42 am.  The person I sent it to replied today and said that my email was delayed.  The message I sent pertained to a soccer game happening Tuesday night and she got it AFTER the game at 7:00 pm sometime.  Anybody know what's going on again?

Techman, are you able to respond to this?  thanks.

[yzzy]

I'm having a similar problem with email delays of 5 or more hours from one person. I tried the white list thing you suggested but no results as yet. Verizon customer service said there wasn't a problem( since I can send and receive most other emails) but there is a problem if I can't an email in before the event happens. Only the verizon people are not getting their emails from this one person. The coach sends emails to 50 people--- comcast, yahoo, etc get it instantly, but the few verizon people get it 5 hours later. Any more suggestions? Thanks