This isn't about a specific problem but about the abysmal teck support verizon has. My internet is cheap and rarely is it ever off but lord forbid we should try calling them on the phone. I have been hung up on, sent to the wrong place and spoken to people on broken connections. I once had a guy with an accent try to sell me additional teck support for 9.99 a month extra to answer a question he knew the answer to. All they will do without the extra charge is tell you to turn your modem on and off or press the reset button.I had to find the problem myself and I did.We need those jobs in the US and we need people who speak english manning the phones.I was inquiring about the verizon call assistant, nobody knew what it was or would take responsibility for knowing.Everyone kept saying it was new, it isn't, they've had it for a year and a half. I only needed to know one thing and it took a couple of hours of people passing the buck and being disconnected. The online teck support doesn't work. The pages on verizons site are incredibly slow loading. I think, as with many companies in the US, they know what's going on and deliberately give us the run around so that we'll give up in frustration and accept the poor service.
You are 100% correct. My phone stopped working on Saturday. Not being a huge phone person, I did not notice until Monday. When I called tech support, the first person replicated the issue immediately and sent me to "tech support". Well - when we started off slow and with my address again, I should have known to cut my losses and call back to gamble on who I got the next time. Didn't happen. Long story short, after 1 hour of "troubleshooting", the tech determined my "no dial tone" and "outside calls going straight to voice mail" was an "internal wiring issue due to 2 wires in my house walls touching" (which - by the way - carries a $92 service call if it is IN your house/your equipment - unless of course you have their protection plan). OK, not to be all "IT Geek", but there is no way that ANYONE can diagnose an issue with your internal wiring in your house remotely, without sending someone out. If it is a "frequent issue" they may be correct, but no one can tell you for sure that is the issue, like this guy tried with me). But let's be honest - I could tell you that 2 wires are touching in your home from how many miles away WITHOUT visual confirmation, then darlin', I be RICH and not have to go to work on a daily basis...
So what did I do? My turn... I made the guy stay on the line with me while I did troubleshooting. I went into my garage (which he never told me to do), to determined that the ONT (THEIR equipment, therefore NO cost to me) was on and - guess what? - has 2 test ports for the POTS line (FYI - POTS is your phone). So I plugged in my phone and guess what - still no dialtone. Do you want to guess how{word filter avoidance} the tech guy was? Asking "and you plugged your phone in?" - yes - "and you plugged your phone into an electrical outlet at the same time?" - YES - and it isn't working - (did I stutter?) NO. Only to get "OK maam, WE (excuse me?) have troubleshooted your issue of no dialtone and determined that the issue is with the ONT located in your garage. I will send a tech out to you tomorrow night" - Excuse me - and I will be charged for that? - No (then silence for a good 30 seconds) - I'm sorry, I didn't hear what you said, will I be charge (yeah - I can be a spiteful witch) - I guess you didn't hear me maam, no you won't be charge. THANK YOU VERY MUCH...
Now let's see when the onsite tech shows... My past experience with the in person techs has been good, but we will see...
AGREE....AGREE...AGREE !!!! It amazes me that with the resources Verizon has and the size of this company that they get away with such terrible technical support. Its just astounding that this company cannot make the support experience any easier or quicker. I am in the middle of an activation issue with a new 500GB STB. After numerous Tech Reps both on the phone and live chat I still cannot get this box activated or get an answer as to why I am getting a message that states MoCA TX Rate is low. The box that this one replaced worked fine and had no issues, shame on me for trying to upgrade. I just waited on hold for almost 1 hour just to get someone on the phone who told me there is nothing they can do because of massive outages in the New York are and I should call back tomorrow. Completely rediculous and totally unacceptable from a comapany as big as this. Maybe they are getting to big to handle it all.
I can't stand it myself when they pass the buck and put you on hold repeatedly wasting so much of your limited time.
You have my sympathy as well.
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