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Where can I submit a formal complaint?? One week past installation date, still no installation

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MollyS
Contributor
Contributor
Posts: 1
Registered: ‎10-02-2015

Where can I submit a formal complaint?? One week past installation date, still no installation

Message 1 of 2
(836 Views)

I decided to pay the big bucks and install fios because fast internet is crucial for me to be able to work at home. This past tuesday, a technician came out, was unable to get a ping from the local box, and did not complete the installation. Which is fine. He said I would be recieving a call from someone who would reschedule the installation. I waited 24 hours before contacting customer service about it. I spent over an hour on hold and describing the currrent situation, which ended in me being told I would recieve a phone call resolving the issue. I called again today and this time spent two hours on the line to be told they could expedite it and book me on tuesday. Then they changed there mind about if my type of order can be expedited and have scheduled to come MORE than 12 days after the initial installation time. My small web development business depends on having reliable internet service and I am very dissatisfied with fios thus far. 

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ElizabethS
Moderator Emeritus Moderator Emeritus
Moderator Emeritus
Posts: 6,227
Registered: ‎04-29-2009

Re: Where can I submit a formal complaint?? One week past installation date, still no installation

Message 2 of 2
(816 Views)

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 here on the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. 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, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".

Please keep all correspondence regarding your issue in the private support portal.

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