Customer Service - or distinct lack of!

Placed my order to move my phone to a new property on 27th March - had to replace the order on 24th April as BT wanted to charge me £130 for the privalige (after being a BT customer for nearly 30 years!) - order replaced and original date maintained - all ok so far, text message a week before we are supposed to move to say that install of new line is delayed by a week as OpenReach had only just done a survey and found that all cabling was not yet in place - where on my original order screen does it tell me that this is subject to a survey?Waited a week for the new date only to be told delayed by another week. Got to that date as received two text messages and an email saying that this would be installed last Friday (23rd) between 8am and 1pm - waited, waited, waited........ phoned BT at 1.30 to find out what was going on only to be told that Openreach had till not done their cabling - got put through to BT compliants manager - promised a phone call last Tuesday - call never arrived as when he did phone me on wednesday he told me that he'd only just come back after the BH weekend! Now been told that Open Reach MAY be doing something on 2nd June (ha ha - right) and that I may get a connection 2 weeks after this!!!
Shocking seeing that I placed my original order on 27th March - fed up of promises being made and broken, fed up of excuses that its someone elses fault, fed up of people saying sorry - it doesnt get my phone connected!! If you say you are going to do something then do it!
Should also add that a family relation has Alziemers and we have to keep in regular contact - my wife has Pay as You go and its costing her a fortune in calls on her mobile (she never uses it for calls hence PAYG) but will BT refund me those costs - doubt it very much!
BT your customer service is rubbish - you dont care about people!
Very Annoyed!!!!

Good morning ranatlas,
We were able to resolve the issues you had with your service. We did do some extensive troubleshooting to isolate the slow speed issue. Please let us know if you have any more questions or concerns here on the forums. You were a pleasure to work with and our team wishes you a great day.
Thanks again,
Rachel_VZ

Similar Messages

  • Customer service... lacking

    Today I bought a TV. A 4K TV... and a soundbar and a refrigerator... from Hhgreg. I was in BestBuy at Boardman OH for more than 10 minutes walking up and down at the TV department and NOBODY came to talk to me. The people at that store really don't want to make a sale I guess. To make matters even worse I try to find where I can email my complaint and I find out that I can't unless I sign up in the forum, something I really DID NOT want to do. I know that a company like "WORST BUY" probably doesn't care that much but you will not be seeing much business from me and I will try my best to send everybody I know to your competitors based on the lack of service I received.
    Have a nice day

    Hi ntbbshpr,
    I'm so sorry that you weren't able to find anyone who could help you make your purchase today. You're right - that is a huge loss for us, and while it's never nice to hear that we've lost a customer, I appreciate you taking the effort and time to share that experience with us. I will make that feedback available to the Boardman leadership team.
    From our home page on BestBuy.com, if you click on the Customer Service in the bottom right-hand corner, it provides some self-service options followed by our 1-888-BestBuy number, [email protected] email and the social media options such as this forum. It certainly isn't meant to be hard to find so I will also share with with our BestBuy.com team.
    Best wishes to you,
    Elizabeth|Social Media Supervisor|Best Buy® Corporate
     Private Message

  • Customer service...lack of

    I guess changes have been made in the usually great Verizon Customer Service.  I had been working with a lady from the Office of the President on some phone/service/equipment issues.   Now the numbers given to me are no longer in service or a recording come on and says if you have a mailbox on the system please entercode.  Mt issues was not resolved!!!! the steps that I was told to take to get equipemnt replaced or deleted were taken and now the item/service remains on my asccount.  Calling customer service gets no where they are not concerned with what another agent did ...lor the fact I want to speak to the person (bridgette) that I was working with.   3 requests to have regular customer service get to thisd department resulted in" I will have to check with my supervisor I can not email that person , supervisor will have to do it.  I said ok please have it done ...over 1.5 months now no answer no equipment change /deletion as was told would be done.    Verizon I guess is NOW to big to care about 20 year + customers

    You have to remember that although sometime reps for Verizon reply on these threads this is a peer to peer forum. You are likely better off trying to continue getting someone on the phone (I understand that it has been a frustrating situation) than you are to get speedy resolution on here. Not sure if it might help going to your local store and speaking with a manger. Ask the manager to get you on the phone with someone that can help. Remain calm so you don't give them a reason not to be in a hurry to help you. Not an idea way to have to do things but you have to be persistent with CS or you may never get anything done. You can also try sending a certified letter to the office of the president if you have that address.

  • HORRIBLE Customer Service and total lack of communication!!

    On the evening of July 21st I lost my internet connection.  The next morning I calledand they said they could send a tech out and the earliest they had was on 24th between 8am and 12pm.  I said that would have to be ok since I have to go into work that afternoon (even though I was hoping they would have a tech available that day or even the next day!).  I asked if the tech would call when he/she arrives because I live in a condo and my door may be difficult to find.  They said absolutely and they would make a note of that.
    Today, July 24th, I sat around and waited all day for someone to show up.  
    12:05 - I called to ask what the status was on my tech arriving.  I was informed that the tech was currently working on the lines and I should hear from the tech between 1:30-2:30.
    2:35 - I called back because I still received no phone call and no one showed up.  I was then told that I should hear from them between 3:00-4:00.  I informed them that I needed to go to work and that was why I scheduled the appointment for the morning hours.  I was told to just wait a little longer because I HAD to be home for them when they arrive.
    2:38 - I received a verizon "do not reply" message stating that a tech has been dispached.  Hmmm...I was informed twice already that someone was already working on the lines.
    4:03 - I had to call again because I STILL did not hear from a tech nor did a tech ever show up.  They tell me they are "working on the box" but then tell me that a tech showed up but no one was there.  I was sitting home all day!  Then they ask if I had any missed calls.  Obviously not since I was waiting all day for their call or for them to ring the doorbell.  Then I'm told, "Well maybe the tech has your wrong information.  Let's check your address and phone number."  What a joke!  Of course all of my information was correct.  "Well, the tech said no one was there."  I then told them that the tech is lying to cover their butts because I was home all morning and afternoon.  They said they will get someone out their quickly to fix this and someone should arrive soon.
    4:37 - I received another verizon "do not reply message stating "repair request has been resolved.  thank you for using verizon."  I checked and sure enough I still was unable to connect to the internet.  I decided to wait to see if someone would show up at my door...what was I thinking!
    5:00 - I called AGAIN.  They said "It looks like you line is fixed, but now we have to reset and reconfigure your modem.  I will walk you through the steps."  ARE YOU KIDDING ME!!!  If I did not call, how would this have been handled?!
    After we reconfigured the modem, I finally had my internet back.  However, I asked to be transfered to a supervisor.  What a joke that was.  I told the supervisor everything and all I got was "I'm sorry.  This won't happen again.  We will look into it."
    I then was transfered to Billing so I could request a credit for the days that I had no internet.
    I had to miss work today because of Verizon's incompetance.  There was no communication AT ALL.  I SPECIFICALLY planned this around my work schedule so I wouldn't have to MISS work.  And because of Verizon, I had to call out at the last minute because I kept being told "a tech should be contacting you soon...just wait a little longer."
    I am EXTREMELY upset with verizon's customer service.  You could really care less about inconveniencing your customers, so stop teaching them to say "sorry for your inconvenience."  Between being told "someone is currently working on your lines," to text messages saying "someone is being dispatched," and then "someone was there but you weren't," no one knows what anyone is doing there obviously and all you are doing is trying to cover up your own mistakes.
    I am currently looking into a different service provider and will be sharing this with others who are thinking about switching to verizon.  This is totally unacceptable.  Having to call out of work at the last second made me look irresponsible and incompetant and I lost a day's pay...and all I get is an "I'm sorry, it won't happen again."  
    What a joke.

    Good morning ranatlas,
    We were able to resolve the issues you had with your service. We did do some extensive troubleshooting to isolate the slow speed issue. Please let us know if you have any more questions or concerns here on the forums. You were a pleasure to work with and our team wishes you a great day.
    Thanks again,
    Rachel_VZ

  • Customer service is seriously lacking

    I reported the fact that I have no ability to receive calls on a Tuesday.  They are disconnected or a message comes on that says all circuits are busy.  I have a medical emergency on the line.  I was promised a technician to come out in two days.  They bumped me to Friday.  I took off work on Friday, was bumped to Saturday (only I found this out after calling at 4pm to check on the status).  Was bumped to Sunday at 515pm on Saturday.  On Sunday was told that I was number 5 on the list and that they would be there.  At 6pm no technician and was told that I was bumped to Monday between the hours of 8am and 830pm.  I can't even get anyone on the phone tree (Verizon's lovely version of customer support) and so I contacted my lawyer who intends to look into why a land line with a medical emergency is bumped four times.  I finally reached someone who sarcastically told me that due to the storm ( Hurricane Irene!!) there was a high volume of calls and tech support was very busy.  You have got to be kidding me Verizon!!  Comcast -- you're looking mighty good to me now!
    Anyone who hates Verizon's supposed "customer support" reply here......

    I'm sorry to hear about your recent issue. The Verizon Forums is a peer-to-peer support channel in which users help other users. Because your issue appears to need account specific assistance from Verizon, I've copied your message to an employee monitored board, where a Verizon representative can assist you. You will be contacted by email, private message in the Forums and/or the billing telephone number on your Verizon account as soon as possible.
    Thank you for your participation in the Verizon Forums!
    KaLin
    If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer that solved your issue as the accepted solution.

  • Such Poor Customer Service

    I was seriously thinking about switching my service to Verizon's triple play.  However, when it takes me 20 minutes on the telephone waiting for a representative to answer my questions and sign me up--at different times of the day, I wonder what it would be like if I was an existing customer looking for assistance-- what a 40 minute wait??  It's too bad that customer service/support is lacking because I've been told FIO/s is really nice.  I'm from the world that believes that good customer service is far more important than a nice picture.  What good is a nice picture if and when I need someone to assist me when there is no longer a nice picture-- there's nobody answering the phone.  Too, too bad Verizon. 

    This is so true! We have been without phone service for almost a week. I scheduled repair on line, got a ticket, took the day off work, and verizon was a no show. No call (the ticket contained my cell number), nothing. After 45 minutes on hold, I was told they were coming the next day. They have still not fixed it after 2 online ticket times have been scheduled.
    Our verizon dsl goes out all the time (for our neighborhood) and each time means at least 30 minutes on hold.

  • How about some easy (any) customer service like a # to call or a button to click?

    I'm having an issue and can't check out my order (over the evening - multiple tries).  That's just the immediate issue - and so done with all the others.  Previously tried the iPhone app and could never log in over a week so deleted it after reading it was a common issue (from BB support on the forums here).  Couldn't use my "BestBuy Elite" account credentials to access posting on the forums so had to create a separate forum account. :/  It takes repeated searching to find how to even express any satisfaction/dissatisfaction let alone impossible to find a way to contact anyone other than forums (well, other than physically walking in to a store).  I'd say customer service is rather lacking.
    Anyway, trying to check out my cart and it keeps kicking back with no error message, pop up, alert, whatever, to the same page and asking for all the same information again.  Yes, I've tried multiple computers and browsers/browser versions.  If it's going to be this hard to give you my money, forget it.  I'll gladly pay more somewhere else where I can actually get an order through or more importantly a quick means to customer service when I'm having an issue.  I understand technical issues but that's where customer support comes in.  Seems a lot of issues and little of support.
    Don't bother with a follow up.  I'm done.  and expect this to be deleted shortly since "one" unhappy customer can easily be considered the cost of doing business if they're getting everyone elses money.
    (yes, this can be considered a 'rage quit'.  Easy to do when so many others can offer the same products with better service and same or better prices - even higher prices are worth it if the service is there)

    Hello lzrdfrt,
    There seem to be multiple issues all wrapped into one with a side order of confusion. Online ordering should be smooth and hassle-free, and it seems like it has been everything but. When something goes wrong, you are right in that we should be there to support you 24/7 to ensure we fix what’s going wrong.  I’m sorry that you’ve been unable to reach us regarding this, and I want to provide you with the support you need.
    We have many avenues in which you may reach out to us listed on our Contact Us page. This page lists our phone number, email address, forum pages, and our Facebook page along with our Twitter handle. It also includes self-help sections that answer most questions.  While you are not looking for follow up, I do want to try and sort out the many issues you mention one by one to make sure that your concerns are addressed.
    1)      iPhone App: I’m not too sure why you ran into problems, but there was a new update to this application made available on February 12th of this year that corrected some minor issues and has some additional improvements. As it is a free app, I might suggest downloading it and give it another try.
    2)      Best Buy Elite: You are right in that you can’t use the same credentials for your My Best Buy account for your forum account. We are aware that many Best Buy accounts for different programs can make things confusing, but we are working on this. Just recently, we combined our BestBuy.com and our My Best Buy programs to work with one account.
    3)      Cart Not Working:  This one is a little harder to give a concrete answer to. Usually, the only time an item may be added to a cart is if it’s available online. If the item goes out of stock, we try and update our website as soon as possible. You may have attempted to add an item to your cart that was out of stock, but not showing its correct status as it changed during your viewing of the item.  However, without seeing it happen or knowing what item you were looking to purchase, I can’t let you know for certain. What were you attempting to purchase?
    I realize that you are looking for a place to express your dissatisfaction, and this is one of the many great places to do this. We do try our best to address all concerns that come our way, as we realize there are areas in need of improvement. Thank you for letting us know of your experiences as your feedback is vital for us to know if we are heading in the right direction.
    If you have any questions or further concerns, please don’t hesitate to ask.
    Alex|Social Media Specialist | Best Buy® Corporate
     Private Message

  • How many people think Verizon is GOOD at "customer service" - or is that an oxymoron?

    Back when Comcast’s customer service was reported to be HORRIBLE (okay, it sounds like many think it still is), one frustrated but motivated customer created this website: www.comcastmustdie.com. (For real!  YOU CAN STILL GO THERE - CHECK IT OUT!  That’s inspiring evidence of the power of the people!) I read about it in a USAirways magazine article about a bestseller business book on customer service and the lack thereof.  The instant I read the site name, I could identify 100%!  Obviously so could many others! Which is, no doubt, why this very popular site got Comcast's attention at some point. (Again, go check it out and also surf over to www.customercircus.com.)  Supposedly Comcast promised to do better and yet judging from current behavior I read/hear about, have they really changed? The moral of the story for Verizon: TAKE NOTE! When you treat your loyal customers like you couldn't care less ... when you don't bother to be upfront about which stores are actually "Verizon corporate" vs. those "retailers" you distance yourselves from when you need to ... when you make better offers to NON-customers than EXISTING-customers ... when you outsource your technical knowledge, your in-store help, your telephone customer service ... when you have chain upon chain of hand-offs so nothing can be resolved by one call or one chat and as a result, every issue requires many other time-sucking, anger-producing efforts ... THAT'S when you step deep into the Crappy Customer Experience Camp. Translation: LEGENDARILY DREADFUL, EMBARRASSINGLY INCOMPETENT and FLAGRANTLY OFFENSIVE CUSTOMER SERVICE. Seriously, Verizon, that's how you want to be known by the people you serve?  That’s how you want your current customers to describe you to prospective customers?  I bet your competition is itching to prove they can treat us better!  Shall we let them? 

    People only think customer service is bad when they don't get what they want. Usually what they want is very absurd and goes against everything that is written in a contract that they have signed. The customer is always right is completely wrong! I don't understand how people can just demand stuff.

  • The lack of details and customer service.

    After less than one month of ownership, my Ideapad K1 power button broke. After talking to a customer service rep (K). She informed me it will have to be returned to Lenovo for repair, which will take about 7 to 10 business days from time of delivery. I asked to speak to a supervisor at which point she puts me on hold and then comes back on the line to tell me the supervisor stated the same thing. At no point did I ask her to confirm this with the supervisor. I asked again to speak to her supervisor, to which she puts me on hold again. The supervisor (R) comes on the line to tell me that the Ideapad K1 will have to be returned for repair. He then transfers me back to K to finalize the return, to which she now informs me I will have to pay for shipping. This is very poor customer service in my view. I will never buy another Lenovo product as long as I live and would advise every one I meet not to buy one either. I was looking at their high end laptops for my corporate deployment, its a shame. Maybe I will be going with DELL as they will send a Tech to my house to perform repairs.   I do hope that all customer calls are recorded as I believe someone needs to listen to the lack of professionalism and customer service that both K and R display. 
    Note from Moderator:  Employee name/e-mail/phone removed to protect their privacy per the forum rules.

    Hi i had the excact same thing i got the k1 for christmas and now its january and the power button doesnt work ..i never dropped it always put it in its case and there is not a dam scratch on the thing least they could do is pay for shipping there defective product back to them so it can be fixed

  • Appalled by the lack of customer service - NEW PHONE is DEFECTIVE

    I was leaving for California at the end of July and needed a battery for my Galaxy Note 2. There were none to be found. Verizon agreed to allow me early upgrade to the Galaxy Note 3. After daily phone conversations with customer service, I finally got my phone 4 days after it was to be shipped next day air. I had to pay $75 California tax and a $15 next day fee. I live in Massachusetts and although we are known as "Taxachusetts" - it would not have been that much if sent to my home. Needless to say, I get the phone and it is unable to hold a charge (not being used) for more than 8 hours. I called customer service at least 10 times for a matter of at least 8 hours and have no resolution. I cannot get a new phone because I am beyond the 2 week deadline - "Really?" at that point I had the phone for 3 1/2 weeks. I have a phone bill sitting on my table for $418.00 (to include equipment) - I will not pay for this phone until they send me a new one. I do not think that is unreasonable, yet, each of the 10 customer service and supervisors I spoke with told me that is not possible - no one could do that for me...Look, all I want is a phone that works and VERIZON WILL NOT ASSIST ME WITH THIS SITUATION!!! I have been a customer for a long time and am absolutely appalled by the lack of customer service!!! I am asking those on here for help.  What carrier should I move to?  Evidently Verizon does not need my service - and I am happy to share with my "Friends and Family" what a deceptive company this is.  So what do you all suggest?

     It's as my original messages states.  After taking the iPhone5 to a verizon store and being told is was a known defect with the screen, we sent the phone back and received a refurbished phone.  After weeks, we were sent an email with a picture imbedded that would not display.  It stated the phone had internal damage.  We certainly would not have returned the phone had we not been instructed to do so by Verizon or if it was damaged.  We requested to send the refurbished IPhone back - we would have rather paid for a brand new phone than $300 for a refurbished one.  We were told we could not.   Beyond this - the support was unreal.  The first person we spoke stated there was zero record of our original call to support to return the phone although our detailed calling bill showed a 35 min call.  Three calls later and no one was able to show us the damange, prove it was our phone, etc.  I'm not convinced this isnt some sham to get more money to be honest.  We've been with you for 10 years.  I do not want to pay for a refurbished phone especially when a verizon tech instructed us to send the original back due to a defect. 
          From: Verizon Wireless Customer Support <[email protected]>
    To: flash sam <[email protected]>
    Sent: Tuesday, October 28, 2014 4:16 PM
    Subject:  - Appalled by the lack of customer service - NEW PHONE is DEFECTIVE
    #yiv7047612359 img
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    A message from the Verizon Wireless Community
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    Appalled by the lack of customer service - NEW PHONE is DEFECTIVE
    created by Verizon Wireless Customer Support in Verizon Wireless Services - View the full discussion                  There's no need to consider canceling service with us flashsam. This is certainly not the wireless experience we want you to have! Let's take a look and see what options are available and keep you as a happy wireless customer. If you can send us a private message then we can look into this.
    Thank you…
    ArnettH_VZW
    Follow us on Twitter @VZWSupport    Reply to this message by replying to this email -or- go to the message on Verizon Wireless Community Start a new discussion in Verizon Wireless Services by email or at Verizon Wireless Community
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  • Very frustrated with poor customer service and lack of integrity

    Earlier today my wife and I bought a TV from your Huntsville, AL store (removed per forum guidelines). We were looking at your 32" TVs and had several questions about them. After flagging down a sales associate, we questioned the pricing of several TVs. They were advertised under the display as one price, then where the inventory was at, were labeled a different price. The sales person confirmed that the smaller price was the correct price and the displays were incorrectly labeled. We proceeded to pick out a 32" Vizio E320I-B1/E3 TV that was labeled $219.99 where it was stocked (There were two rows of this TV all labeled $219.99) and the display was labeled $259.99. Again, I flagged down the sales associate (Taylor) on the floor and questioned the display pricing vs the shelf pricing. He AGAIN confirmed that the shelf pricing was the correct pricing and the display pricing was for a different model. We proceeded to check out, purchased a 2 year protection plan along with an HDMI cord and were on our way, new TV in tow. On the way home we reviewed the receipt and noticed we had been charged incorrectly for the TV. It rang up as 259.99 even though it was clearly labeled 219.99 and we had verified TWICE with an associate that 219.99 was the correct price. We went back to the store, thinking we would be refunded the difference. After spending over 30 minutes with customer service explaining what happened, customer service informed us that they could not refund the difference even after we showed them where the TVs were at and priced as 219.99 AND verified with the sales associate that he had confirmed that price with us TWICE. We then returned the TV for a full refund, to which my money is still tied up in the transaction until sometime next week (all for a TV that was FRAUDULENTLY sold to me!!). Not only was it mislabeled, but your sales associate told me TWO times that the labeling was correct. I am disappointed with the lack of customer service that we received. It is beyond frustrating to me that your company is unable to honor a $40 error in pricing that your very own sales associate confirmed. I believe that the store was 100% at fault for this situation and am more than displeased with the original situation and the events that followed. I consider it a disgusting lack of integrity to fraudulently sell a customer an item and refuse to right the situation when able. There is no doubt in my mind that the store manager (Cedric) or division manager could have authorized the TV to be sold at the price listed (and confirmed by the sales associate twice!) but they simply chose not to.  Prior to today I had a positive view of Best Buy and considered it my store of choice for many items. My wife even did seasonal work for this store several years prior. Unfortunately, I will no longer choose to give my money to a cooperation that does not value integrity, honesty, and accountability. I understand that you are a large corporation and my few purchases probably won't even put a dent in your profit margin, but I would just like to remind you that I represent your entire customer base. If this is the type of customer service that your company prides itself on, then I am sure this is only one of many incidents. I find that extremely unfortunate. I will now be purchasing the same TV from another company for $259.99 (where it was actually labeled correctly, and the sales associate is able to accurately confirm the pricing). My future business will not be with you after today.

    Hello lauralou1105,
    Purchasing a new TV should be fun, exciting, and straightforward, and not be complicated by unclear signage and conflicting information. I very much regret that this was your experience at the Huntsville store.
    I completely understand your conclusion that -- after the attempts to verify pricing that you made -- you should have had no questions and no surprises about the cost of the TV after purchase. Did Cedric give you any explanation as to why the TV you bought rang up at a different price or for his not honoring the display pricing?
    It is wholly disheartening to hear that this experience may influence how you shop in the future. It is my hope that you will one day give Best Buy another chance to win you over.
    Please know that I'm grateful that you shared your experience with us.
    Sincerely,
    John|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Very disappointed with the lack of Customer service

    I have been a verizon wireless customer for 15+ years, and have never been more disappointed.  Does anyone else notice that it seems like you are dealing with 2 different companies - and they don't play well together?  I 'chatted' oniline with a VZW rep - and was advised that if I upgraded my husband to a smartphone - our monthly bill would go down 6.00.  I ordered the phone - she told me that I could either wait until I activate to change my plan - or call customer service to do so.  I called.  Quote #2 - totally different - going up 22.00.  I advised we did not want to do that - our bill is already over 200 per month.  Chatted the next day - quote #3 - up 30.00.  The kicker was when we went to the store tonight.  The gentleman basically said if we deal with online - don't bother them.  Don't they both work for VZW?  His customer service was a little more than lacking.  I am considering switching to another carrier - even though I have 3 other phones that are under contract.  I don't want to worry every time I need customer service - which one of them will help.  Anyone suggest another carrier??

    I totally agree -- HORRIBLE customer service experiences recently. What happened?
    I have a been a VZW customer for years and have always appreciated the excellent service.  Recently, I called to add my ipad to my shared data plan and waited 30 minutes with no resolution (see image below).  After refusing to wait longer, I the agent offered to call me back with instructions after the change had been made.  He did call back, which I appreciate, however 30 minutes to add additional services is unacceptable.
    I've also tried reaching customer service several times this week for account questions and immediately receive the message "we are experiencing heavier than normal call volumes and wait times".  After waiting 5-10 minutes each time I have given up.
    VZW had better get their act together.  If I wanted bad service I'd switch to Sprint and save at least 25% each month.

  • GT784WNV not working in Bridge Mode! Fed up with lack of Customer Service

    I don't even know where to start but I am this close to just cancelling Verizon and switching to cable internet.  If you want to skip the rant, jump down a paragraph.
    I recently moved from a house a few miles away in which I had a solid DSL connection with a Westell 7500 in routed bridge mode that worked just fine with my Asus RT-N56U that I use for browsing, streaming, and online gaming.  When I moved, the technician insisted I take the newer Actiontec GT784WNV.  Needless to say, Verizon support was unsuccessful in getting it set up in bridge mode.  After about 4 hours of unsuccessful troubleshooting, I suggested swapping it back out with my 7500 which worked fine just 4 days prior in my old house.  Surprise!  It miraculously started working just as it had previously.  As I began to use it more, I noticed the connection was unstable.  I would get dropped from Xbox Live and lose connection temporarily on my iPad.  I ran the Verizon speed test and it would drop to about 0 and spike back up 3 or 4 times during the download test (don't think this is normal but could be).  Every day I would talk to Verizon who escalated it to a supervisor about 4 times.  They would then close the ticket without calling me.  When i would follow up, I was told the supervisor talked to me and I verified the connection was good.  Lying makes me livid and there is no accountability whatsoever at Verizon and it happened more than once.  It appears to be a way for them to pass the problem on to someone else.  I can go on and on about being put on hold for 40 minutes before disconnected, the 20+ hours I have spent re-telling my account info and story to every Tier 1 technician on their payroll for the past week, or the lack of competent customer service supervisors.  This weekend, I finally got a call from someone local who said my line had some faults on it and that the problem was somewhere between my jack and the central office and they would send someone out today.  Well....today the tech showed up and said "your problem is this old modem" and plugged in the Actiontec that I started with a week ago.  I asked if he tested my line or the jack as the lady on the phone told me, and he said no.  The problem is the modem.  I said, I don't want a modem/router, I just want a regular modem and he said he had one, but it would cost me.  How on earth is a plain modem going to cost me when they just installed an 802.11n router/modem combo for free?  Absolutely terrible.  I told him I want it in bridge mode because I don't want to use the wireless or the routing capabilities of the Actiontec.  He said I have to do that and people normally just call Best Buy to have the Geek Squad come out.  This really **bleep** me off as I used to run a network shop and configure Cisco routers and switches for a living.  Once again, I have spent the past 6 hours tonight on the phone with Verizon only to end up back where I started.
    At this point, I need to make this Actiontec GT784WNV a dummy (bridge) and let my Asus Rt-N56U do the work on my network.  My Asus has all the port forwarding in place that I need for Xbox Live, etc.  I have tried releasing the IP, changing the modem to RFC 1483 Transparent Bridging, disabling DHCP, changing the LAN IP to 192.168.99.1, etc. and it just will NOT get an internet connection.  My router is configured correctly, unless there is something different between the Westell and the Actiontec that would require a setting change.  Verizon is stumped, Asus hasn't called me back yet, and I am ready to just switch to Cable unless someone can help with a solution.  I've been at this for a week.  I have spent WAYY too much time fighting with a company that has no desire to deliver or to follow through and with absolutely zero accountability or business sense.  Westell 7500 + Asus RT-N56U in old house worked fine.  Move houses, change modem, doesn't work, switch back to old modem, works but unstable, tech claims old modem is my problem, plugs in new modem, doesn't work.  I just want to use my router.  How hard can that be?  Can anyone please help?

    Unfortunately that didn't work.  I ended up putting my router in the DMZ as a workaround but it still had it's share of issues.  After another week of trying to get Verizon to fix my connection (constant dropped connections forcing reboots of modem and router multiple times daily) I had Cable Internet installed today.  Went from an unstable 6Mb/s to a stable 30Mb/s with Cable.  I should have done this weeks ago.  I wasted over 50 hours of my time with Verizon bouncing my issue around to others hoping someone else would be willing to fix it.  Still no accountability with everyone tinkering with my setup taking a stab in the dark.  The last person I spoke with set up a technician to come to my house later this week...AGAIN because he said there is something wrong on the line.  I've known that for weeks but the tech that refused to fix my issue when he was in my house last week instead tried blaming it on something completely irrelevant because he had no clue what to do.  One would think someone from Verizon would have reached out to me from this thread but they did not.  In fact, the last tech's supervisor called me when i wasn't home, said "hello, this is XXX from Verizon......hello?"  and hung up.  Never a follow up as I was left once again to solve the problem myself.  Well...I did.  The incompetence of Verizon, it's poor training, and awful follow up procedures has cost them a customer. I am truly disappointed.

  • Lack of Integrity and Competence from Verizon's customer service/billing

    I recently made a trip to the DR and as such needed global communication for the duration of my trip. Ahead of my trip I requested the service with customer service with a guarantee that the service would be billed only for duration that I requested. My billing for last month, June, reflected just the opposite. Verizon charged me yet another $100 for the month of June.
    I called customer service to request billing corrective action to which I was told that I had two choices. One, pay the current amount 300+ and wait for a refund or two, pay the actual bill and allow the refund to balance itself out. I was assured that the latter would not result in my account falling into default.
    I just received July's billing to which the $100 credit was applied but my account was placed into default. I called customer service once again to rectify their mistake. My request was not to refund me immediately, rather to take my account out of default. I was told by several departments, billing, service, and plan service, that they would NOT make good on my account. Further, I was told that unless I paid the past due balance, that is a result of their mis-billing, that my account would face interruption.
    I have been with Verizon for more than 6 years now and have never been in default or past due status. I have never had such an incompetent experience with Verizon. The lack of integrity that was demonstrated resulted in me stating that Verizon would loose a valued and loyal customer to which they replied "we;re sorry you feel this way."
    I am extremely dissapointed in this particular service and the lack of integrity that was demonstrated. If this is how they deal with mistakes that they make, then I willnot want to continue with their service.
    I thought that I'd share my story so that others may be aware in hopes to avoid such dishonesty and incompetence.

    ppepelepeuw2,
    Morning!
    I'd like to help with this situation and clear up any frustration.  It does sound like your trip crossed the billing cycle, which would cause the statement to show that data feature charge until removed and prorated.  Please PM me your name and mobile number if you would like more assistance with this concern.
    Thank you!

  • Verizon Complaint - Harassment, Lack of Customer Service, No Loyalty

    After searching long and hard, it appears that there is no place to lodge a formal complaint against Verizon.  I saw where an individual was told by a Verizon rep the place to file such complaints is right here in the forums.  This seems to be an ineffective place to make such statements.  With that said, I write this post with little expectation of satisfaction in remedying the complaint.  In fact, I believe that the lack of a formal complaint channel points to the company's unwillingness to address key business points, such as customer satisfaction.  Consider this post an indication of one such dissatisfied customer.
    As background, I have been a steady Verizon customer for about 12 years (give or take a year).  In that time, I have re-signed my contract several times, purchased numerous phones, and have been timely in my payments.  I seem to recall even being given a Verizon VIP status which gave me a discount on phone accessories.  The fact that most people reading this will have never heard of the Verizon VIP status points to how long I've been with Verizon.  My first Verizon phone was the Motorola V60i - top of the line at the time.
    Recently the credit card I have on file for auto payment expired.  I knew it was going to expire and updated the account with a new card as soon as it came in.  Apparently this update did not stick.  About two weeks ago, my wife began getting phone calls from Verizon.  Each time they called it would be from a different out of region phone number.  Each time an automated voice would leave a message about "changes to the account".  The calls increased to about 5 per day with several text messages throughout.  The first red flag is that her line is a secondary number, whereas mine is the primary.  If there was a legitimate change to the account the assumption is that Verizon would call the primary account holder.  They did not.
    This continued for about a week.  The calls and the texts would come during working hours and into the night.  I called one of the numbers back.  After pressing # to do this and # to do that, I was given a choice.  Press 1 to make a payment to the account or press 2 if you have already paid this bill or are planning to pay this bill immediately.  Since I had already paid the bill, I pressed 2.  The next automated message I received said that they would be expecting my payment within 7 days and the system would be updated to reflect I had made this agreement.  Failure to pay the bill would cause an interruption in my service.
    My problems-
    1. Verizon should  not call a secondary number to discuss the bill.  Luckily the secondary number was my wife's.  What if it had been a teenaged child?
    2. Verizon should not engage in such harassing techniques.  I have been a loyal customer for over a decade.  A simple phone call from a human and I would have happily explained I did update the card, and then paid immediately.  It went too far for no reason.
    3. As a customer, I should have quick access to a customer rep or another avenue, such as a dissatisfaction form in My Verizon, to outline this in a more conducive manner than simply throwing it into a pile of other forum posts with no sense of direction or expectation of satisfaction.
    It is for all these reasons that I am dissatisfied with Verizon currently.  I am not currently under contract and I am shopping for another provider.  While I'm sure many of my complaints will be found in the other provider, at least I have the satisfaction of taking my dollars to a company that will treat me like a number on a page instead of the misconception that customer loyalty still meant anything.  Again, I am not expecting any followup from Verizon, but you have my phone number if you would like to discuss this.  After all, a simple call from a human in the first place would have corrected this.
    My question to the rest of the forum is, "Am I the only one in this boat?"

    JonathanK_VZW,
    First, thank you for taking the time to respond to my statement.  I appreciate that you took the time to do so.
    However, I don't think that your response addresses my concerns.  I thought I had paid the bill as explained above.  Your financial department acted in a harassing manner by contacting a secondary phone number on my account.  Not once did anyone or any automated communication contact my number, the primary account holder.  The calls were as many as 5 in a day with several text messages.  The voice messages, when one was left, and the text messages simply stated there had been changes made to the account - hardly helpful information.  In fact, the limited statement was so cryptic that they were originally dismissed as being spam - a reasonable conclusion considering the amount of spam messages Verizon customers receive concerning "changes to the account".
    Luckily, the secondary number your financial department decided to contact was my wife's number.  Had it been a child's phone this complaint would have a completely different tone.  However, any number of other customers may not be so fortunate.  You stated " financial services may try to reach you on an alternate line or a contact number we have on file" as an explanation of this practice.  That answer only makes sense if you attempted the primary account holder first.  You did not.  Not one instance.
    You  mentioned that the volume of your customers prevents you from giving each one personalized service.  I realize Verizon must have an enormous customer base and the sheer volume creates complications that I have not yet considered.  May I suggest you make a special effort to show personal customer support to long term customers with an established track record of timely payments and patronage - such as myself.  The silver lining for Verizon is that your current solution to your customer load crisis - harassing phone calls, ineffective automated services, etc. - may self-correct your problem.  More and more folks will take their wallets elsewhere and you may find that managing effective customer service becomes a simpler task.
    Again, JonathanK_VZW, I do want to thank you for taking the time to respond.  That is sincere.  I did not expect Verizon to respond.  I would like my concerns to be passed to your supervisors and then to their supervisors.  I believe my points are valid criticisms of Verizon's current customer services.  I realize that customer service is traditionally a difficult role as it is the department the angry, screaming, crazies contact to vent.  I hope the simple measure by which I've responded shows that is not the case here - that the criticisms point to terrible service and any industry that values its customers would want to at least address the key points therein.
    To the supervisors:
    Any productive organization has to develop strategies that manage the work load while maintaining quality.  Those strategies must be reevaluated from time to time to measure effectiveness and quality. This message points to one of those times.  Effectiveness and quality are lacking.  It is time to develop a new strategy - a working strategy.  Your customers would appreciate it.

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