I am writing to you today to ask/beg for your help! I am at my wits end, and do not know where else to turn except the Media! I know that your site actually reaches many more people than the Daily Times, or any of the local TV, and I would like you to address this issue on your site if at all possible.
I see where numerous people are complaining about Comcast and I understand their frustrations, because I used to have Comcast. I have satelite now so I don't have to deal with them anymore! My problem is with VERIZON! I am not talking about Verizon Wireless, I am talking about VERIZON!!!!
My problem first started on July 27th. I went to use my phone and had no dial tone, checked my internet (which is also Verizon) and had nothing there either. I called them to report the trouble. I was told that it was in my house, even though we had already checked the outside box and there was no dial tone on their side either. I told them it was on their side, that I had already tested it. After dealing with a hateful customer service employee, she finally decided to enter the trouble ticket. She also informed me that I would have to pay for the Tech call since she guaranteed that it was in my house. The soonest someone would be in my area was on July 30th. So I would be with out a phone and internet for 3-4 days before they would even send someone to look at it. The tech came out, discovered it was on Verizon's side (DUH), and told us that he couldn't do anything, he would have another Tech come out that day and figure it out. HUH? So you don't know how to do your job as a Tech, but Verizon sent you to REPAIR the problem. The second tech came out that day. He told us the same thing that it was VERIZON'S Problem, and he would Attempt to REPAIR it!
He ran multiple tests, found 4 issues on Verizon's side, supposively fixing them. He did get us a dial tone and the internet back some how. We thought the problem was solved! Imagine our surprise when we woke up the next day, and had no dial tone, and no internet again! I called and reported ANOTHER TROUBLE TICKET. Guess what - there was no Tech's in our area until Sat. Aug 2nd. So once again I was without a phone or internet for multiple days. On Sat. Aug 2nd the Tech showed up, discovering once again that it was VERIZON'S Problem! He ran tests, and said it was in the main HUB ( which by the way is across the street from the old firehouse in Parsonsburg), and he was going to investigate. He came back to our house, and informed us that he couldn't fix it, because he didn't have the correct equipment on his truck! He had called another Tech to come fix it. The Tech that came out was HONEST, and did everything he could.
The reason I say he was honest is because he laid everything out for us in Black and White! His exact words were, "I have fixed it for now, but i can't tell you how long it will work. That Hub is ready to BLOW UP at any time! He said that there is RED, YELLOW, and GREEN lights flashing everywhere! HE said that VERIZON has CRAMMED WAY too many people into that HUB, instead of actually UPGRADING THE EQUIPMENT like they should have a long time ago." Imagine my surprise, fear, and horrror to know that ANYTIME there could be a LARGE explosion in Parsonsburg!
Fast forward to August 14th, when our nightmare repeats! We wake up with no dial tone or Internet again! This is really getting INSANE! I reported the TROUBLE AGAIN! This time we were told that a Tech would be in our area on Sunday august 17th. Now when they tell you the tech will be in your area they give you a time (8am - 7pm), and someone over the age of 18 must be home! So I got up at 6:30 am on Sunday to begin my wait to get my phone and internet working! My frustation constantly mounting. At 3:30 I went to my job, I logged onto the internet and imagine MY ANGER when I discovered that there was not a trouble ticket anymore! The last time that I had checked it, was on Friday at 11:00 am, at work, and the ticket was still there. I called Verizon to find out what was going on!
I was informed that I personally had cancelled the trouble ticket on Friday at 3:00. The problem with that is that on Friday at 3:00 I was in Ocean City with my family, and have time stamped photos to prove it. When I informed them of that - they started BACKPEDDLING! I asked them Why I would cancel the trouble ticket when I still didn't have a phone or internet? They couldn't answer that - so I told them since EVERY CALL IS RECORDED - I WANTED TO HERE MY VOICE ON THAT CALL CANCELLING THE TICKET. Surprise - they couldn't provide it! I spoke to a supervisor who informed me that I was told incorrectly. The supervisor instructed me that the MACHINE had SCRUBBED my ticket!!!!! I asked who programmed the machine to instruct it to scrub my ticket? They couldn't answer it!
So I had them enter ANOTHER TROUBLE TICKET! They instructed me that there would be a Tech in my area on Tuesday 8/19. I asked them why they couldn't use the tech that was in my area today, since I was originally scheduled for today. They then told me they would call me back. They called my husband's cell phone - and left a voicemail that there would be a tech in my area on Monday 8/18. I checked online and my trouble ticket was scheduled for Tuesday 8/19. I called and inquired as to why the trouble ticket was in the system for Tuesday 8/19, when I had received a voicemail stating the tech would be there on 8/18. The Customer Service rep told me that the rep I had spoke to did not know what he was talking about, and the soonest a Tech would be in my area was Tuesday 8/19. Ok whatever, please just get my phone and internet fixed.
Guess what I saw on my way home from work on Monday 8/18 at 4:30? A Verizon bucket truck on Forest Grove Road, in Parsonsburg. Guess that is not my area! So today I have a tech at the house telling us the same thing, about the HUB! So in less than a month I have already been without a phone or internet for 13 days, had to place 4 REPAIR trouble ticket, have dealt with 5 tech's so far, and spent numerous time on the phone with IGNORANT CUSTOMER SERVICE agents, and still don't have a phone. But guess what every business card says, "OUR GOAL IS TO PROVIDE YOU WITH OUTSTANDING SERVICE!"
I am sorry but if that is OUTSTANDING SERVICE - I hate to see HORRIBLE SERVICE - oh what I have it's called VERIZON!!!!!
I wanted to put the word out that way if there is an EXPLOSION in Parsonsburg, it is documented on who's responsible - VERIZON!!!!!
DelMarVa's Premier Source for News, Opinion, Analysis, and Human Interest Contact Publisher Joe Albero at alberobutzo@wmconnect.com or 410-430-5349
You probably forgot to mention how long it takes each time you call to be able to actually talk to someone. I know I have spent HOURS on the phone trying to correct a problem with verizon. We have been having problems with our DSL going out for not reason. The problem did not start until 2 weeks after I cancled the line maintenace on our home lines. They keep telling me they it is the lines in our home yet a few neighbors have the same issue. It happens on different computers at different houses. I had problems with my home phone a few years ago. It took them 4 months to finally get it right. They also had to have a tech go to the verizon building that is across from the Pittsville School and fix it. Two days later I had the problem again. I do feel your frustration. How any company can stay in business with such horrible customer service is beyond me. Some have no choice as cable is not an option or is unaffordable. If DSL is your only options you must also have a home phone line. Some have a package deal with phone, dsl and directv and are stuck in a contract. When you call ask for a supervisior right away. I found the customer service office that was in Virginia somewhere was the most helpful. I was promised return calls from each person I talked to. Out of 8 people only 1 called me back.
ReplyDeleteI wish you the best of luck trying to get this fixed
You are caught in the death throes of a dying broken up monopoly. Yes it is hard to get support from a zombie. Join the rest of us and switch to cell phone only. Good options for wireless Internet also. In many cases faster than DSL. Any change is scary but you will appreciate it in the long run.
ReplyDeleteWe have nothing more than morons working in this country. The sad part about this is what is left , the looters from Ferguson would love a job like this , nothing to do , lie to people , charge for ignorance.
ReplyDeleteHaving said that , the looters have a job , stealing , destroying property , insuring Sharpton have a job promoting this activity.
Am I right Ronnie?
Verizon is a DYING business. line workers are desperately trying to find other lineman type jobs. the power companies used to have good working relationships with them, not anymore. verizon does not even have the necessary poles on hand to replace if one goes bad (power company has to supply it). unlike electric, land lines are becoming more scarce. and this is what you get. . . it sucks
ReplyDeleteFile a complaint with the BBB ,it works . I have done it against Verizon wireless. It takes time,be patient.
ReplyDeleteThis sounds like a total nightmare to me and feel so sorry for what you are going through with Verizon. I thought Comcast was horrible, but after reading your situation I did not think anything could ever be as bad. I have Verizon for my business phone account and they keep sending me letters every other week that I am eligible for a review of my account and when I finally sat through their call to analyze my current bill, it was going to cost me more to make any changes. They really do need to get their act together and after reading this post, now I know for sure what a horrible company they are, especially their customer service/repair departments.
ReplyDeleteExactly why we don't have Verizon and by the way, you will never get it fixed, that's the way Verizon works.
ReplyDeleteAhh, the adventures of dealing with socialists.
ReplyDeleteFYI there is no threat of an explosion from a Data hub. When he said blow up he just meant that the system could completely fail at anytime.
ReplyDeleteThere is nothing to a data hub that would cause an explosion.
Throw Media com into that pile. Our internet went out Sunday night called and tech claimed she could fix it over phone worked until Monday. Called Monday night earliest they could get a tech out was Momday August 25 from 10-12 raised a fit! I have full time job! Got an spot for today 5-7. Have been without Internet all week. Writing this on a smart phone! Compliment to you joe even without internet still check Salisbury news above all others! Btw this is in ocean pines not sure if anybody else is experienceing this!
ReplyDeleteJust realize that Verizon wants you to get mad and cancel your service, that is one less landline they are required to service.
ReplyDeleteVerizon wants out of the landline business and is doing everything in their power to push customers to Comcast, they only want Verizon Wireless (their cash cow).
Equipment upgrades are few and far apart and only done when equipment fails.
The upgrade would be for Verizon to install Fios in our area but we are not a rich enough area for them to make enough money back for the fiber installs.
I've had this same scenario from Verizon and Comcast. Talk about somebody fuming...I had to go pour myself a drink! :)
ReplyDeleteI feel your pain. I went through the same scenario two years ago, and the stress was not worth it. Other comments are correct, Verizon wants to drop the landline and DSL business, so customers like as yourself have no leverage. I disagree with one comment, however. Their are not many options for internet service. The local startup in Pokomoke, Bloosurf, doesn't even return phone calls regarding requests for new service, just think how they would respond to service calls. Other options want to bill you for upload/download usage, with quickly gets expensive. I reluctantly went back to Comcast for Internet, and it is pretty reliable, unless your wifi modem dies. Then it takes six calls with non-English speaking reps to authorize the new MAC address on your equipment. Blame the government executives who continue to grant franchise licenses to these greedy and abusive companies without holding their feet to the fire. If these companies were in danger of losing their franchises, then perhaps they might change their tune. Good luck to you.
ReplyDeleteIs there such a thing as wireless everything that does not require any form of outside connection? A service that is transmitted through the air and not subject to technical failure in or leading to ones residence or business? Eliminating all local sources of trouble would be a plus.
ReplyDeleteI don't buy it about Verizon wanting to get rid of land lines.
ReplyDeleteBefore we moved we already had a dsl and no land line.
When we moved they forced us to get a land line with dsl. That increased our bill by $30. We now pay $60 for DSL and a phone we don't use.
Sounds like another way maybe getting you to go wireless.
ReplyDeleteI don' live far from you - Mt Hermon Manor - and my Comcast internet goes out daily - mainly after 5:30 PM. - but sometimes even more often. I turn everything off and reboot, reboot, but eventually I do get service.
ReplyDeleteWhat a pity our residents have to put up with such disgusting service from, both, Comcast and Verizon. I have already severed my cable TV from Comcast to Direct TV - but I am afraid to sever my internet from Comcast because Verizon is even worse.
0959
ReplyDeletefunny we all have verizon cell phones, but get ZERO coverage in our home.
When I lived in parsonsburg I had mediacom....I miss thrm so much since I moved. They were much better at customer service than comcast, DTV, and verizon combined!
ReplyDeleteAn indoor antenna for the TV & a cellphone to eliminate a landline works quite well,but personally I like a local provider for internet service & a PC vs a laptop.That way at least the TV is free even though I only get 12 channels chrystal clear.
ReplyDeleteI feel your pain, Verizon does not care about its customer's until you withhold payment! They you are in the wrong, no matter what! HA! Oh and by the way Any of you that have Verizon DSL, and call about a problem, you are ACTUALLY transfered to the PHILIPINES! I work for Verizon and please don't hate me for it! I had to have a job, and I HATE lying to customers, but I have to pay my bills! We have a script that we are FORCED to stick to! Every had a rep want to review your account, and offer you services that aren't even available in your area? Not our fault - we are forced! It is not easy being at a call center and getting SCREAMED at all day by pissed off consumers like yourself! Please remember that we are human as well, and it is not our fault!
ReplyDeleteI had the same problem last year with my Land-line phone. The line went dead. I called them and got a run around telling me I would have to pay for the service call if the problem was found in my home. I assured them it wasn't. Turned out someone had hit the phone box and destroyed it, and since I was the only person on my road with a land-line phone, they were unaware of the problem. I would have gotten rid of them long ago, but my wife insists on keeping this just for family to contact us. Of course I had to call them with my cellphone.
ReplyDelete@11:52 you represent a company that has crappy service, and don't want people to get frustrated, mad, or yell at you - when they are paying for a service that they aren't receiving? BS! Would you want to pay for something you can't use? You chose to work there! No one forced you!
ReplyDeleteSimple fix. Do what you are legally entitled to do. Do not pay for the days that you are without service, Divide your invoice by the number of days in the month and deduct the daily amount for the days without service. Include notes for the dates without service. You are not legally responsible for the days you are without service. Verizon will see to it that your service is repaired. Usually just notifying the carrier of your intent to withhold payment will get the necessary results.
ReplyDeleteI left Verizon Wireless because of their customer service. We have Comcast for Internet and I have had no problems. We were going to move to Directv, but as soon as they told me our internet would be through Verizon, I said no thank you I will stay with Comcast.When ever our phone or internet starting acting up I just reset the modem and everything is fine...knock on wood
ReplyDeletehad problems with mine, very inconsistent, off and on all day and all night. Repairman came out, thought it was fixed, before he could leave the driveway it was out again. I ran to his truck, and he was so surprised, but wonderful. He said there was one other possibility, and he had 3 other appointments, but he would be back later if I was available. Dude came back, and said that while he was gone he just thought and thought about it..smart man. When he checked the wire/cable thing coming down the side of the house there was water in it, and it has rusted all to pieces. Basically, it had a short in it. he replaced the wire, and bam...I have had zero problems since. Keep in mind this was after about 2 years of off and on issues, with numerous repairmen. The problem got consistently more frequent, and now life is great..just a heads up on the possibility. He was a comcast guy, and he really thought the problem through, and I appreciate him.
ReplyDeleteI went through similar problems in Easton over the years.
ReplyDeleteThe first time, development meant re-routing my phone lines, taking me OUTSIDE OF DSL SERVICE. A lineman ended up going back and re-routing all the DSL customers on my street. Took them a few weeks to figure out the problem.
Every couple of months, he would come out and have to swap pairs at all the junctions to find working wires. As he explained it, there was no way Verizon was going to pay tens of thousands of dollars to fix it for about a dozen houses.
At one point, I found a number for a Canadian call center Verizon had. I think I found it on dslreports.com? That place was set up for Verizon technicians to request other technicians to do things. They were super nice and really good, and had no problems opening tickets for me. It either closed, or they changed the number because it got out in the wild.
2nd major outage, there was lightning damage at my junction box and something got fried. I was out of the town when it happened. A tech replaced the neighbor's part while I was away, and left my scorched and melted one untouched. It took 5 supposed scheduled service calls to actually see a technician (all vacation days). That guy found the problem, but said he couldn't fix it because that was a different job classification (that he used to have!). He apologized for the union rules, at least. 2 more failed service calls later, the right guy makes it out and makes the fix in about 15 minutes. Took 7 weeks to get service back.
Eventually during the 7 week outage, I really flew off the handle...I'm kind of ashamed about it now. It wasn't their fault personally, but Verizon had to pay somehow. I got placed in some kind of priority support queue and all my calls then went somewhere in the US directly. They recognized my cell phone number and I got an immediate message like "We know you've been having problems with your account, and your business is valuable to us. Hold on while we find you an agent" as soon as their phone system picked up the call. Those people were awesome. They skipped the scripts, actually referred to my ticket history, and I'd spend no more than like 5 minutes to get a ticket logged.
While I was in that house, this was also comical. A new line about 1/4 of the total distance was trenched in. But nobody EVER came to hook it up at the junction boxes. None of the Verizon people I spoke with knew who the right person to follow up with the abandoned installation would be. Good copper was available to at least alleviate some of the problem, and it never got used. So sad.
At least when you have telephone service, Verizon has to follow state regulations to ensure adequate service. I learned that DSL is not regulated in the same way, and since I was a DSL only customer, I was SOL. Contact the Maryland Public Service Commission to file a complaint. The key is to tell them that your phone service isn't working and Verizon is failing in their obligations to Maryland citizens. IT's the only real recourse that you have (short of making friends with a lineman and magically getting into that special support class that might not exist any more).
If Verizon's service wasn't bad enough, realize that hidden in all those extra fees on your bill is your contribution to build Verizon's infrastructure. Yep...we've been buying copper for them since WWII. They've failed to maintain it. And look at their earnings reports...you'll find codewords like "deferred maintenance" and "lower than expected maintenance costs" as reasons why they made so much money. They're pocketing those special fees that have been in place to build up a non-existent telephone network in the 40's.
This is why everyone should file complaints with the FCC. Tom Wheeler, the director, needs to hear from each and every person who has a problem with Verizon, even if you've talked to someone with a problem, file a complaint. He needs to know that we want these ISPs classified as 'common carriers', which they currently are not. That is why they can get away with not upgrading border routers, etc which causes congestion within their own customer's network. He needs to know of the problems with Verizon's land line business and how they are allowing public safety to be stepped upon for profits sake. I feel that the FCC is a better advocate then the BBB as they can bring these newly emerging monopolies to some form of ethics through gov't policy. But, we have to demand that policy.
ReplyDelete