Dial-up cancellation

I have an e-mail account with ATT through Prodigy.I also have Dial-up service which I can no longer use without a functioning land-line.I would like to keep my e-mail address,but cancel the Dial-up.I'm billed on the 20th of the month with a revolving charge on my bank account.I've been trying to cancel this charge for months to no avail as ATT employees have told me it's not on my account and they don't bill for Dial-up anymore.Please resolve this for me.Thanks,Gill Smitherman.

Have you looked at your actual bill to verify the charge? With the bill in hand, you can have a meaningful conversation with a customer service rep since you'll have the account number, detailed itemized billing, etc. And you should call the number that's on the bill to ensure you have the correct dept/division.

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       Result=Partial Matches(1) after DP_MATCH_DEST
    *Dec 26 22:26:31.546: //-1/98A189FD81D3/DPM/dpMatchPeersMoreArg:
       Result=MORE_DIGITS_NEEDED(1)
    *Dec 26 22:26:31.934: //-1/98A189FD81D3/DPM/dpMatchPeersCore:
       Calling Number=, Called Number=91207227, Peer Info Type=DIALPEER_INFO_SPEECH
    *Dec 26 22:26:31.934: //-1/98A189FD81D3/DPM/dpMatchPeersCore:
       Match Rule=DP_MATCH_DEST; Called Number=91207227
    *Dec 26 22:26:31.934: //-1/98A189FD81D3/DPM/dpMatchPeersCore:
       Result=Partial Matches(1) after DP_MATCH_DEST
    *Dec 26 22:26:31.934: //-1/98A189FD81D3/DPM/dpMatchPeersMoreArg:
       Result=MORE_DIGITS_NEEDED(1)
    *Dec 26 22:26:32.602: //-1/98A189FD81D3/DPM/dpMatchPeersCore:
       Calling Number=, Called Number=912072277, Peer Info Type=DIALPEER_INFO_SPEECH
    *Dec 26 22:26:32.602: //-1/98A189FD81D3/DPM/dpMatchPeersCore:
       Match Rule=DP_MATCH_DEST; Called Number=912072277
    *Dec 26 22:26:32.602: //-1/98A189FD81D3/DPM/dpMatchPeersCore:
       Result=Partial Matches(1) after DP_MATCH_DEST
    *Dec 26 22:26:32.606: //-1/98A189FD81D3/DPM/dpMatchPeersMoreArg:
       Result=MORE_DIGITS_NEEDED(1)
    *Dec 26 22:26:33.382: //-1/98A189FD81D3/DPM/dpMatchPeersCore:
       Calling Number=, Called Number=9120722776, Peer Info Type=DIALPEER_INFO_SPEECH
    *Dec 26 22:26:33.382: //-1/98A189FD81D3/DPM/dpMatchPeersCore:
       Match Rule=DP_MATCH_DEST; Called Number=9120722776
    *Dec 26 22:26:33.382: //-1/98A189FD81D3/DPM/dpMatchPeersCore:
       Result=Success(0) after DP_MATCH_DEST
    *Dec 26 22:26:33.386: //-1/98A189FD81D3/DPM/dpMatchPeersMoreArg:
       Result=SUCCESS(0)
       List of Matched Outgoing Dial-peer(s):
         1: Dial-peer Tag=702
    *Dec 26 22:26:33.386: //-1/98A189FD81D3/DPM/dpMatchPeersCore:
       Calling Number=, Called Number=9120722776, Peer Info Type=DIALPEER_INFO_SPEECH
    *Dec 26 22:26:33.386: //-1/98A189FD81D3/DPM/dpMatchPeersCore:
       Match Rule=DP_MATCH_DEST; Called Number=9120722776
    *Dec 26 22:26:33.386: //-1/98A189FD81D3/DPM/dpMatchPeersCore:
       Result=Success(0) after DP_MATCH_DEST
    *Dec 26 22:26:33.386: //-1/98A189FD81D3/DPM/dpMatchPeersMoreArg:
       Result=SUCCESS(0)
       List of Matched Outgoing Dial-peer(s):
         1: Dial-peer Tag=702
    *Dec 26 22:26:33.386: //-1/98A189FD81D3/DPM/dpMatchPeersCore:
       Calling Number=, Called Number=9120722776, Peer Info Type=DIALPEER_INFO_SPEECH
    *Dec 26 22:26:33.386: //-1/98A189FD81D3/DPM/dpMatchPeersCore:
       Match Rule=DP_MATCH_DEST; Called Number=9120722776
    *Dec 26 22:26:33.386: //-1/98A189FD81D3/DPM/dpMatchPeersCore:
       Result=Success(0) after DP_MATCH_DEST
    *Dec 26 22:26:33.386: //-1/98A189FD81D3/DPM/dpMatchPeersMoreArg:
       Result=SUCCESS(0)
       List of Matched Outgoing Dial-peer(s):
         1: Dial-peer Tag=702
    *Dec 26 22:26:33.390: //-1/xxxxxxxxxxxx/DPM/dpMatchPeersCore:
       Calling Number=9120722776, Called Number=9120722776, Peer Info Type=DIALPEER_INFO_SPEECH
    *Dec 26 22:26:33.390: //-1/xxxxxxxxxxxx/DPM/dpMatchPeersCore:
       Match Rule=DP_MATCH_DEST; Called Number=9120722776
    *Dec 26 22:26:33.390: //-1/xxxxxxxxxxxx/DPM/dpMatchPeersCore:
       Result=Success(0) after DP_MATCH_DEST
    *Dec 26 22:26:33.390: //-1/xxxxxxxxxxxx/DPM/dpMatchPeersMoreArg:
       Result=SUCCESS(0)
       List of Matched Outgoing Dial-peer(s):
         1: Dial-peer Tag=702
    *Dec 26 22:26:33.390: //-1/xxxxxxxxxxxx/DPM/dpAssociateIncomingPeerCore:
       Calling Number=, Called Number=, Voice-Interface=0x0,
       Timeout=TRUE, Peer Encap Type=ENCAP_VOIP, Peer Search Type=PEER_TYPE_VOICE,
       Peer Info Type=DIALPEER_INFO_SPEECH
    *Dec 26 22:26:33.390: //-1/xxxxxxxxxxxx/DPM/dpAssociateIncomingPeerCore:
       Result=NO_MATCH(-1) After All Match Rules Attempt
    *Dec 26 22:26:33.390: //-1/xxxxxxxxxxxx/DPM/dpAssociateIncomingPeerCore:
       Calling Number=9120722776, Called Number=, Voice-Interface=0x0,
       Timeout=TRUE, Peer Encap Type=ENCAP_VOIP, Peer Search Type=PEER_TYPE_VOICE,
       Peer Info Type=DIALPEER_INFO_SPEECH
    *Dec 26 22:26:33.390: //-1/xxxxxxxxxxxx/DPM/dpAssociateIncomingPeerCore:
       Result=Success(0) after DP_MATCH_ORIGINATE; Incoming Dial-peer=702
    *Dec 26 22:26:33.390: //-1/xxxxxxxxxxxx/DPM/dpMatchPeersCore:
       Calling Number=, Called Number=9120722776, Peer Info Type=DIALPEER_INFO_SPEECH
    *Dec 26 22:26:33.390: //-1/xxxxxxxxxxxx/DPM/dpMatchPeersCore:
       Match Rule=DP_MATCH_DEST; Called Number=9120722776
    *Dec 26 22:26:33.390: //-1/xxxxxxxxxxxx/DPM/dpMatchPeersCore:
       Result=Success(0) after DP_MATCH_DEST
    *Dec 26 22:26:33.390: //-1/xxxxxxxxxxxx/DPM/dpMatchPeersMoreArg:
       Result=SUCCESS(0)
       List of Matched Outgoing Dial-peer(s):
         1: Dial-peer Tag=702
    *Dec 26 22:26:33.394: //-1/98A189FD81D3/DPM/dpMatchPeersCore:
       Calling Number=, Called Number=9120722776, Peer Info Type=DIALPEER_INFO_SPEECH
    *Dec 26 22:26:33.394: //-1/98A189FD81D3/DPM/dpMatchPeersCore:
       Match Rule=DP_MATCH_DEST; Called Number=9120722776
    *Dec 26 22:26:33.394: //-1/98A189FD81D3/DPM/dpMatchPeersCore:
       Result=Success(0) after DP_MATCH_DEST
    *Dec 26 22:26:33.394: //-1/98A189FD81D3/DPM/dpMatchPeersMoreArg:
       Result=SUCCESS(0)
       List of Matched Outgoing Dial-peer(s):
         1: Dial-peer Tag=702
    *Dec 26 22:26:33.574: //-1/xxxxxxxxxxxx/DPM/dpAssociateIncomingPeerCore:
       Calling Number=91[2-9]......., Called Number=, Voice-Interface=0x0,
       Timeout=TRUE, Peer Encap Type=ENCAP_VOIP, Peer Search Type=PEER_TYPE_VOICE,
       Peer Info Type=DIALPEER_INFO_SPEECH
    *Dec 26 22:26:33.578: //-1/xxxxxxxxxxxx/DPM/dpAssociateIncomingPeerCore:
       Result=NO_MATCH(-1) After All Match Rules Attempt
    *Dec 26 22:26:36.374: //-1/xxxxxxxxxxxx/DPM/dpAssociateIncomingPeerCore:
       Calling Number=7018$, Called Number=, Voice-Interface=0x0,
       Timeout=TRUE, Peer Encap Type=ENCAP_VOIP, Peer Search Type=PEER_TYPE_VOICE,
       Peer Info Type=DIALPEER_INFO_SPEECH
    *Dec 26 22:26:36.378: //-1/xxxxxxxxxxxx/DPM/dpAssociateIncomingPeerCore:
       Result=NO_MATCH(-1) After All Match Rules AttemptER01#

    Translation profile:
    voice translation-rule 3
    rule 1 /^7../ /2072267262/
    voice translation-rule 4
    rule 1 /^9\(1....\)/ /\1/
    rule 2 /^9207\(...\)/ /\1/
    rule 3 /^9\(011.*\)/ /\1/
    rule 4 /^9\([2-9]11\)/ /\1/
    voice translation-profile SIP_1
    translate calling 3
    translate called 4
    Here is debug ccsip messages:
    *Dec 27 14:10:16.598: //-1/xxxxxxxxxxxx/SIP/Msg/ccsipDisplayMsg:
    Received:
    OPTIONS sip:[email protected]:5060;transport=udp SIP/2.0
    Via: SIP/2.0/UDP 207.5.178.214:5060;branch=z9hG4bKd77b793048igqgkfd0g1.1
    Allow-Events: message-summary, refer, dialog, line-seize, presence, call-info, as-feature-event
    Max-Forwards: 69
    Call-ID: SDp6vve01-196593d11e4bf68c71f8a4085d7de7d0-c54gcb0
    From: ;tag=SDp6vve01-callagent.gwi.net+1+8bfe3a+d3cf6d84
    CSeq: 938331054 OPTIONS
    Organization: MetaSwitch
    Supported: resource-priority, 100rel
    Content-Length: 0
    Contact:
    To:
    *Dec 27 14:10:16.606: //-1/xxxxxxxxxxxx/SIP/Msg/ccsipDisplayMsg:
    Sent:
    SIP/2.0 200 OK
    Via: SIP/2.0/UDP 207.5.178.214:5060;branch=z9hG4bKd77b793048igqgkfd0g1.1
    From: ;tag=SDp6vve01-callagent.gwi.net+1+8bfe3a+d3cf6d84
    To:
    GMIT-VOICEROUT166>;tag=F1B5120-18BD
    Date: Fri, 27 Dec 2013 14:10:16 GMT
    Call-ID: SDp6vve01-196593d11e4bf68c71f8a4085d7de7d0-c54gcb0
    Server: Cisco-SIPGateway/IOS-12.x
    CSeq: 938331054 OPTIONS
    Supported: 100rel,resource-priority,replaces,sdp-anat
    Allow: INVITE, OPTIONS, BYE, CANCEL, ACK, PRACK, UPDATE, REFER, SUBSCRIBE, NOTIFY, INFO, REGISTER
    Allow-Events: telephone-event
    Accept: application/sdp
    Content-Type: application/sdp
    Content-Length: 172
    v=0
    o=CiscoSystemsSIP-GW-UserAgent 4484 7548 IN IP4 66.55.220.166
    s=SIP Call
    c=IN IP4 66.55.220.166
    t=0 0
    m=audio 0 RTP/AVP 18 0 8 9 4 2 15 3
    c=IN IP4 66.55.220.166
    ER01#
    GMIT-VOICEROUTER01#
    *Dec 27 14:10:34.834: //-1/xxxxxxxxxxxx/SIP/Msg/ccsipDisplayMsg:
    Sent:
    INVITE sip:[email protected]:5080 SIP/2.0
    Via: SIP/2.0/UDP 66.55.220.166:5060;branch=z9hG4bK5795232C
    From: "Server Room" [email protected]>;tag=F1B9854-8A5
    To: [email protected]>
    Date: Fri, 27 Dec 2013 14:10:34 GMT
    Call-ID: [email protected]
    Supported: 100rel,timer,resource-priority,replaces,sdp-anat
    Min-SE:  1800
    Cisco-Guid: 2066961728-1849102819-2185007278-567139419
    User-Agent: Cisco-SIPGateway/IOS-12.x
    Allow: INVITE, OPTIONS, B
    GMIT-VOICEROUTER01#YE, CANCEL, ACK, PRACK, UPDATE, REFER, SUBSCRIBE, NOTIFY, INFO, REGISTER
    CSeq: 101 INVITE
    Max-Forwards: 70
    Timestamp: 1388153434
    Contact:
    Expires: 180
    Allow-Events: telephone-event
    Content-Type: application/sdp
    Content-Disposition: session;handling=required
    Content-Length: 297
    v=0
    o=CiscoSystemsSIP-GW-UserAgent 3022 9963 IN IP4 66.55.220.166
    s=SIP Call
    c=IN IP4 66.55.220.166
    t=0 0
    m=audio 19258 RTP/AVP 18 101 19
    c=IN IP4 66.55.220.166
    a=rtpmap:18 G729/8000
    a=fmtp:18 annexb=no
    a=rtpmap:101 telephone-event/8000
    a=fmtp:101 0-16
    a=rtpmap:19 CN/8000
    a=ptime:20
    *Dec 27 14:10:34.906: //-1/xxxxxxxxxxxx/SIP/Msg/ccsipDisplayMsg:
    Received:
    SIP/2.0 407 Proxy Authentication Required
    v: SIP/2.0/UDP 66.55.220.166:5060;branch=z9hG4bK5795232C
    f: "Server Room" [email protected]>;tag=F1B9854-8A5
    t: [email protected]>
    i: [email protected]
    CSeq: 1
    GMIT-VOICEROUT01 INVITE
    Proxy-Authenticate: Digest realm="callcentric.com", domain="sip:callcentric.com", nonce="3755ae79fd668c2035ebb90cdc12d030", opaque="", stale=TRUE, algorithm=MD5
    l: 0
    *Dec 27 14:10:34.914: //-1/xxxxxxxxxxxx/SIP/Msg/ccsipDisplayMsg:
    Sent:
    ACK sip:[email protected]:5080 SIP/2.0
    Via: SIP/2.0/UDP 66.55.220.166:5060;branch=z9hG4bK5795232C
    From: "Server Room" [email protected]>;tag=F1B9854-8A5
    To: [email protected]>
    Date: Fri, 27 Dec 2013 14:10:34 GMT
    Call-ID: [email protected]
    Max-Forwards: 70
    CSeq: 101 ACK
    Allow-Events: telephone-event
    Content-Length: 0
    *Dec 27 14:10:34.914: //-1/xxxxxxxxxxxx/SIP/Msg/ccsipDisplayMsg:
    Sent:
    INVITE sip:[email protected]:5080 SIP/2.0
    Via: SIP/2.0/UDP 66.55.220.166:5060;branch=z9hG4bK579619F9
    From: "Server Room" [email protected]>;tag=F1B9854-8A5
    To: [email protected]>
    Date: Fri, 27 Dec 2013 14:10:34 GMT
    Call-ID: [email protected]
    Supported: 100rel,timer,resource-priority,replaces,sdp-anat
    Min-SE:  1800
    Cisco-Guid: 2066961728-1849102819-2185007278-567139419
    User-Agent: Cisco-SIPGateway/IOS-12.x
    Allow: INVITE, OPTIONS, BYE, CANCEL, ACK, PRACK, UPDATE, REFER, SUBSCRIBE, NOTIFY, INFO, REGISTER
    CSeq: 102 INVITE
    Max-Forwards: 70
    Timestamp: 1388153434
    Contact:
    Expires: 180
    Allow-Events: telephone-event
    Proxy-Authorization: Digest username="17772882353",realm="callcentric.com",uri="sip:[email protected]:5080",response="cbac03a76a23b6a35ebbee966c00a577",nonce="3755ae79fd668c2035ebb90cdc12d030",opaque="",algorithm=MD5
    Content-Type: application/sdp
    Content-Disposition: session;handling=required
    Content-Length: 297
    v=0
    o=CiscoSystemsSIP-GW-UserAgent 3022 9963 IN IP4 66.55.220.166
    s=SIP Call
    c=IN IP4 66.55.220.166
    t=0 0
    m=audio 19258 RTP/AVP 18 101 19
    c=IN IP4 66.55.220.166
    a=rtpmap:18 G729/8000
    a=fmtp:18 annexb=no
    a=rtpmap:101 telephone-event/8000
    a=fmtp:101 0-16
    a=rtpmap:19 CN/8000
    a=ptime:20
    *Dec 27 14:10:34.990: //-1/xxxxxxxxxxxx/SIP/Msg/ccsipDisplayMsg:
    Received:
    SIP/2.0 403 Incorrect Authentication
    v: SIP/2.0/UDP 66.55.220.166:5060;branch=z9hG4bK579619F9
    f: "Server Room" [email protected]>;tag=F1B9854-8A5
    t: [email protected]>
    i: [email protected]
    CSeq: 102 INVITE
    l: 0
    *Dec 27 14:10:35.002: //-1/xxxxxxxxxxxx/SIP/Msg/ccsipDisplayMsg:
    Sent:
    ACK sip:[email protected]:5080 SIP/2.0
    Via: SIP/2.0/UDP 66.55.220.166:5060;branch=z9hG4bK579619F9
    From: "Server Room" [email protected]>;tag=F1B9854-8A5
    To: [email protected]>
    Date: Fri, 27 Dec 2013 14:10:34 GMT
    Call-ID: [email protected]
    Max-Forwards: 70
    CSeq: 102 ACK
    Allow-Events: telephone-event
    Content-Length: 0
    Here is debug voip ccapi inout:
    GMIT-VOICEROUTER01#debug voip ccapi inout
    voip ccapi inout debugging is on
    GMIT-VOICEROUTER01#
    *Dec 27 14:10:55.326: //-1/8912F77B8243/CCAPI/cc_api_display_ie_subfields:
       cc_api_call_setup_ind_common:
       cisco-username=
       ----- ccCallInfo IE subfields -----
       cisco-ani=7018
       cisco-anitype=0
       cisco-aniplan=0
       cisco-anipi=0
       cisco-anisi=0
       dest=
       cisco-desttype=0
       cisco-destplan=0
       cisco-rdie=FFFFFFFF
       cisco-rdn=
       cisco-lastrdn=
       cisco-rdntype=0
       cisco-rdnplan=0
       cisco-rdnpi=0
       cisco-rdnsi=0
       cisco-redirectreason=0   fwd_final_type =0
       final_redirectNumber =
       hunt_group_timeout =0
    *Dec 27 14:10:55.326: //-1/8912F77B8243/CCAPI/cc_api_call_setup_ind_common:
       Interface=0x4A4AE7B0, Call Info(
       Calling Number=7018,(Calling Name=)(TON=Unknown, NPI=Unknown, Screening=Not Screened, Presentation=Allowed),
       Called Number=(TON=Unknown, NPI=Unknown),
       Calling Translated=FALSE, Subscriber Type Str=RegularLine, FinalDestinationFlag=FALSE,
       Incoming Dial-peer=20009, Progress Indication=ORIGINATING SIDE IS NON ISDN(3)
    GMIT-VOICEROUT, Calling IE Present=TRUE,
       Source Trkgrp Route Label=, Target Trkgrp Route Label=, CLID Transparent=FALSE), Call Id=-1
    *Dec 27 14:10:55.326: //-1/8912F77B8243/CCAPI/ccCheckClipClir:
       In: Calling Number=7018(TON=Unknown, NPI=Unknown, Screening=Not Screened, Presentation=Allowed)
    *Dec 27 14:10:55.326: //-1/8912F77B8243/CCAPI/ccCheckClipClir:
       Out: Calling Number=7018(TON=Unknown, NPI=Unknown, Screening=Not Screened, Presentation=Allowed)
    *Dec 27 14:10:55.326: //-1/xxxxxxxxxxxx/CCAPI/cc_get_feature_vsa:
    *Dec 27 14:10:55.326: :cc_get_feature_vsa malloc success
    *Dec 27 14:10:55.326: //-1/xxxxxxxxxxxx/CCAPI/cc_get_feature_vsa:
    *Dec 27 14:10:55.326:  cc_get_feature_vsa count is 1
    *Dec 27 14:10:55.326: //-1/xxxxxxxxxxxx/CCAPI/cc_get_feature_vsa:
    *Dec 27 14:10:55.326: :FEATURE_VSA attributes are: feature_name:0,feature_time:1282234808,feature_id:151
    *Dec 27 14:10:55.330: //12898/8912F77B8243/CCAPI/cc_api_call_setup_ind_common:
       Set Up Event Sent;
       Call Info(Calling Number=7018(TON=Unknown, NPI=Unknown, Screening=Not Screened, Presentation=Allowed),
       Called Number=(TON=Unknown, NPI=Unknown))
    *Dec 27 14:10:55.330: //12898/8912F77B8243/CCAPI/cc_process_call_setup_ind:
       Event=0x49A103B8
    *Dec 27 14:10:55.330: //12898/8912F77B8243/CCAPI/ccCallSetContext:
       Context=0x4C5A319C
    *Dec 27 14:10:55.334: //12898/8912F77B8243/CCAPI/cc_process_call_setup_ind:
       >>>>CCAPI handed cid 12898 with tag 20009 to app "_ManagedAppProcess_Default"
    *Dec 27 14:10:55.334: //12898/8912F77B8243/CCAPI/ccCallSetupAck:
       Call Id=12898
    *Dec 27 14:10:55.334: //12898/8912F77B8243/CCAPI/cc_api_set_transfer_info:
       Transfer Number=, Transfer Reason=0x0
    *Dec 27 14:10:55.334: //12898/8912F77B8243/CCAPI/ccGenerateToneInfo:
       Stop Tone On Digit=TRUE, Tone=Dial Tone,
       Tone Direction=Network, Params=0x0, Call Id=12898
    *Dec 27 14:10:55.334: //12898/8912F77B8243/CCAPI/ccSetDigitTimeouts:
       Initial Digit Timeout=-1000(ms), Inter Digit Timeout=-1000(ms)
    *Dec 27 14:10:55.338: //12898/8912F77B8243/CCAPI/ccSetDigitTimeouts:
       Call Entry(Inter Digit Timeout=10000(ms), Initial Digit Timeout=10000(ms))
    *Dec 27 14:10:55.338: //12898/xxxxxxxxxxxx/CCAPI/ccCallReportDigits:
       (callID=0x3262, digit_event=0x1, enable=TRUE, consume=FALSE)
    *Dec 27 14:10:55.338: //12898/8912F77B8243/CCAPI/ccCallReportDigits:
       Enabled=TRUE, Call Id=12898
    *Dec 27 14:10:55.338: //12898/xxxxxxxxxxxx/CCAPI/cc_api_call_report_digits_done:
       (vdbPtr=0x4A4AE7B0, callID=0x3262, disp=0, digit_event=0x1, enable=TRUE, consume=FALSE)
    *Dec 27 14:10:55.338: //12898/8912F77B8243/CCAPI/cc_api_call_report_digits_done:
       Enabled=TRUE, Disposition=0x0, Interface=0x4A4AE7B0, Call Id=12898
    *Dec 27 14:10:55.338: //12898/8912F77B8243/CCAPI/cc_api_call_report_digits_done:
       Call Entry(Initial Digit Timeout=15000(ms), Inter Digit Timeout=10000(ms))
    *Dec 27 14:10:56.650: //12898/8912F77B8243/CCAPI/cc_api_call_digit_begin:
       Destination Interface=0x0, Destination Mask=0x3, Destination Call Id=-1,
       Source Call Id=12898, Digit=9, DigitBeginFlags=0x0,
       Rtp Timestamp=0x9D41D0, Rtp Expiration=0x0
    *Dec 27 14:10:56.654: //12898/8912F77B8243/CCAPI/cc_api_call_digit_end:
       Destination Interface=0x0, Destination Mask=0x3, Destination Call Id=-1,
       Source Call Id=12898, Digit=9, Duration=100,
       Xrule Calling Tag=0, Xrule Called Tag=0, Digit Tone Mode=DTMF
    *Dec 27 14:10:56.654: //12898/8912F77B8243/CCAPI/cc_api_call_digit_end:
       Call Entry(Handoff Depth=0)
    *Dec 27 14:10:56.970: //12898/8912F77B8243/CCAPI/cc_api_call_digit_begin:
       Destination Interface=0x0, Destination Mask=0x3, Destination Call Id=-1,
       Source Call Id=12898, Digit=1, DigitBeginFlags=0x0,
       Rtp Timestamp=0x9DBED0, Rtp Expiration=0x0
    *Dec 27 14:10:56.974: //12898/8912F77B8243/CCAPI/cc_api_call_digit_end:
       Destination Interface=0x0, Destination Mask=0x3, Destination Call Id=-1,
       Source Call Id=12898, Digit=1, Duration=100,
       Xrule Calling Tag=0, Xrule Called Tag=0, Digit Tone Mode=DTMF
    *Dec 27 14:10:56.974: //12898/8912F77B8243/CCAPI/cc_api_call_digit_end:
       Call Entry(Handoff Depth=0)
    *Dec 27 14:10:57.290: //12898/8912F77B8243/CCAPI/cc_api_call_digit_begin:
       Destination Interface=0x0, Destination Mask=0x3, Destination Call Id=-1,
       Source Call Id=12898, Digit=2, DigitBeginFlags=0x0,
       Rtp Timestamp=0x9E3BD0, Rtp Expiration=0x0
    *Dec 27 14:10:57.294: //12898/8912F77B8243/CCAPI/cc_api_call_digit_end:
       Destination Interface=0x0, Destination Mask=0x3, Destination Call Id=-1,
       Source Call Id=12898, Digit=2, Duration=100,
       Xrule Calling Tag=0, Xrule Called Tag=0, Digit Tone Mode=DTMF
    *Dec 27 14:10:57.294: //12898/8912F77B8243/CCAPI/cc_api_call_digit_end:
       Call Entry(Handoff Depth=0)
    *Dec 27 14:10:57.610: //12898/8912F77B8243/CCAPI/cc_api_call_digit_begin:
       Destination Interface=0x0, Destination Mask=0x3, Destination Call Id=-1,
       Source Call Id=12898, Digit=0, DigitBeginFlags=0x0,
       Rtp Timestamp=0x9EB8D0, Rtp Expiration=0x0
    *Dec 27 14:10:57.614: //12898/8912F77B8243/CCAPI/cc_api_call_digit_end:
       Destination Interface=0x0, Destination Mask=0x3, Destination Call Id=-1,
       Source Call Id=12898, Digit=0, Duration=100,
       Xrule Calling Tag=0, Xrule Called Tag=0, Digit Tone Mode=DTMF
    *Dec 27 14:10:57.614: //12898/8912F77B8243/CCAPI/cc_api_call_digit_end:
       Call Entry(Handoff Depth=0)
    *Dec 27 14:10:57.890: //12898/8912F77B8243/CCAPI/cc_api_call_digit_begin:
       Destination Interface=0x0, Destination Mask=0x3, Destination Call Id=-1,
       Source Call Id=12898, Digit=7, DigitBeginFlags=0x0,
       Rtp Timestamp=0x9F35D0, Rtp Expiration=0x0
    *Dec 27 14:10:57.894: //12898/8912F77B8243/CCAPI/cc_api_call_digit_end:
       Destination Interface=0x0, Destination Mask=0x3, Destination Call Id=-1,
       Source Call Id=12898, Digit=7, Duration=100,
       Xrule Calling Tag=0, Xrule Called Tag=0, Digit Tone Mode=DTMF
    *Dec 27 14:10:57.894: //12898/8912F77B8243/CCAPI/cc_api_call_digit_end:
       Call Entry(Handoff Depth=0)
    *Dec 27 14:10:58.162: //12898/8912F77B8243/CCAPI/cc_api_call_digit_begin:
       Destination Interface=0x0, Destination Mask=0x3, Destination Call Id=-1,
       Source Call Id=12898, Digit=2, DigitBeginFlags=0x0,
       Rtp Timestamp=0x9FB2D0, Rtp Expiration=0x0
    *Dec 27 14:10:58.162: //12898/8912F77B8243/CCAPI/cc_api_call_digit_end:
       Destination Interface=0x0, Destination Mask=0x3, Destination Call Id=-1,
       Source Call Id=12898, Digit=2, Duration=100,
       Xrule Calling Tag=0, Xrule Called Tag=0, Digit Tone Mode=DTMF
    *Dec 27 14:10:58.162: //12898/8912F77B8243/CCAPI/cc_api_call_digit_end:
       Call Entry(Handoff Depth=0)
    *Dec 27 14:10:58.314: //12898/8912F77B8243/CCAPI/cc_api_call_digit_begin:
       Destination Interface=0x0, Destination Mask=0x3, Destination Call Id=-1,
       Source Call Id=12898, Digit=2, DigitBeginFlags=0x0,
       Rtp Timestamp=0xA02FD0, Rtp Expiration=0x0
    *Dec 27 14:10:58.314: //12898/8912F77B8243/CCAPI/cc_api_call_digit_end:
       Destination Interface=0x0, Destination Mask=0x3, Destination Call Id=-1,
       Source Call Id=12898, Digit=2, Duration=100,
       Xrule Calling Tag=0, Xrule Called Tag=0, Digit Tone Mode=DTMF
    *Dec 27 14:10:58.314: //12898/8912F77B8243/CCAPI/cc_api_call_digit_end:
       Call Entry(Handoff Depth=0)
    *Dec 27 14:10:58.582: //12898/8912F77B8243/CCAPI/cc_api_call_digit_begin:
       Destination Interface=0x0, Destination Mask=0x3, Destination Call Id=-1,
       Source Call Id=12898, Digit=7, DigitBeginFlags=0x0,
       Rtp Timestamp=0xA0ACD0, Rtp Expiration=0x0
    *Dec 27 14:10:58.582: //12898/8912F77B8243/CCAPI/cc_api_call_digit_end:
       Destination Interface=0x0, Destination Mask=0x3, Destination Call Id=-1,
       Source Call Id=12898, Digit=7, Duration=100,
       Xrule Calling Tag=0, Xrule Called Tag=0, Digit Tone Mode=DTMF
    *Dec 27 14:10:58.582: //12898/8912F77B8243/CCAPI/cc_api_call_digit_end:
       Call Entry(Handoff Depth=0)
    *Dec 27 14:10:58.754: //12898/8912F77B8243/CCAPI/cc_api_call_digit_begin:
       Destination Interface=0x0, Destination Mask=0x3, Destination Call Id=-1,
       Source Call Id=12898, Digit=7, DigitBeginFlags=0x0,
       Rtp Timestamp=0xA129D0, Rtp Expiration=0x0
    *Dec 27 14:10:58.754: //12898/8912F77B8243/CCAPI/cc_api_call_digit_end:
       Destination Interface=0x0, Destination Mask=0x3, Destination Call Id=-1,
       Source Call Id=12898, Digit=7, Duration=100,
       Xrule Calling Tag=0, Xrule Called Tag=0, Digit Tone Mode=DTMF
    *Dec 27 14:10:58.754: //12898/8912F77B8243/CCAPI/cc_api_call_digit_end:
       Call Entry(Handoff Depth=0)
    *Dec 27 14:10:59.022: //12898/8912F77B8243/CCAPI/cc_api_call_digit_begin:
       Destination Interface=0x0, Destination Mask=0x3, Destination Call Id=-1,
       Source Call Id=12898, Digit=6, DigitBeginFlags=0x0,
       Rtp Timestamp=0xA1A6D0, Rtp Expiration=0x0
    *Dec 27 14:10:59.022: //12898/8912F77B8243/CCAPI/cc_api_call_digit_end:
       Destination Interface=0x0, Destination Mask=0x3, Destination Call Id=-1,
       Source Call Id=12898, Digit=6, Duration=100,
       Xrule Calling Tag=0, Xrule Called Tag=0, Digit Tone Mode=DTMF
    *Dec 27 14:10:59.022: //12898/8912F77B8243/CCAPI/cc_api_call_digit_end:
       Call Entry(Handoff Depth=0)
    *Dec 27 14:10:59.026: //12898/xxxxxxxxxxxx/CCAPI/ccCallReportDigits:
       (callID=0x3262, digit_event=0x0, enable=FALSE, consume=FALSE)
    *Dec 27 14:10:59.026: //12898/8912F77B8243/CCAPI/ccCallReportDigits:
       Enabled=TRUE, Call Id=12898
    *Dec 27 14:10:59.026: //12898/xxxxxxxxxxxx/CCAPI/cc_api_call_report_digits_done:
       (vdbPtr=0x4A4AE7B0, callID=0x3262, disp=0, digit_event=0x0, enable=FALSE, consume=FALSE)
    *Dec 27 14:10:59.026: //12898/8912F77B8243/CCAPI/cc_api_call_report_digits_done:
       Enabled=TRUE, Disposition=0x0, Interface=0x4A4AE7B0, Call Id=12898
    *Dec 27 14:10:59.026: //12898/8912F77B8243/CCAPI/cc_api_call_report_digits_done:
       Call Entry(Initial Digit Timeout=15000(ms), Inter Digit Timeout=10000(ms))
    *Dec 27 14:10:59.026: //12898/8912F77B8243/CCAPI/ccCallProceeding:
       Progress Indication=NULL(0)
    *Dec 27 14:10:59.030: //12898/8912F77B8243/CCAPI/ccCallSetupRequest:
       Destination=, Calling IE Present=TRUE, Mode=0,
       Outgoing Dial-peer=702, Params=0x4C5A0BDC, Progress Indication=ORIGINATING SIDE IS NON ISDN(3)
    *Dec 27 14:10:59.030: //12898/8912F77B8243/CCAPI/ccCheckClipClir:
       In: Calling Number=20722672628(TON=Unknown, NPI=Unknown, Screening=Not Screened, Presentation=Allowed)
    *Dec 27 14:10:59.030: //12898/8912F77B8243/CCAPI/ccCheckClipClir:
       Out: Calling Number=20722672628(TON=Unknown, NPI=Unknown, Screening=Not Screened, Presentation=Allowed)
    *Dec 27 14:10:59.030: //12898/8912F77B8243/CCAPI/ccCallSetupRequest:
       Destination Pattern=91[2-9]......., Called Number=120722776, Digit Strip=FALSE
    *Dec 27 14:10:59.030: //12898/8912F77B8243/CCAPI/ccCallSetupRequest:
       Calling Number=20722672628(TON=Unknown, NPI=Unknown, Screening=Not Screened, Presentation=Allowed),
       Called Number=120722776(TON=Unknown, NPI=Unknown),
       Redirect Number=, Display Info=Server Room
       Account Number=, Final Destination Flag=FALSE,
       Guid=8912F77B-6E37-11E3-8243-90AE21CDDC5B, Outgoing Dial-peer=702
    *Dec 27 14:10:59.030: //12898/8912F77B8243/CCAPI/cc_api_display_ie_subfields:
       ccCallSetupRequest:
       cisco-username=
       ----- ccCallInfo IE subfields -----
       cisco-ani=20722672628
       cisco-anitype=0
       cisco-aniplan=0
       cisco-anipi=0
       cisco-anisi=0
       dest=120722776
       cisco-desttype=0
       cisco-destplan=0
       cisco-rdie=FFFFFFFF
       cisco-rdn=
       cisco-lastrdn=
       cisco-rdntype=0
       cisco-rdnplan=0
       cisco-rdnpi=0
       cisco-rdnsi=0
       cisco-redirectreason=0   fwd_final_type =0
       final_redirectNumber =
       hunt_group_timeout =0
    *Dec 27 14:10:59.034: //12898/8912F77B8243/CCAPI/ccIFCallSetupRequestPrivate:
       Interface=0x48C27BD0, Interface Type=3, Destination=, Mode=0x0,
       Call Params(Calling Number=20722672628,(Calling Name=Server Room)(TON=Unknown, NPI=Unknown, Screening=Not Screened, Presentation=Allowed),
       Called Number=120722776(TON=Unknown, NPI=Unknown), Calling Translated=FALSE,
       Subscriber Type Str=RegularLine, FinalDestinationFlag=FALSE, Outgoing Dial-peer=702, Call Count On=FALSE,
       Source Trkgrp Route Label=, Target Trkgrp Route Label=, tg_label_flag=0, Application Call Id=)
    *Dec 27 14:10:59.034: //-1/xxxxxxxxxxxx/CCAPI/cc_get_feature_vsa:
    *Dec 27 14:10:59.034: :cc_get_feature_vsa malloc success
    *Dec 27 14:10:59.034: //-1/xxxxxxxxxxxx/CCAPI/cc_get_feature_vsa:
    *Dec 27 14:10:59.034:  cc_get_feature_vsa count is 2
    *Dec 27 14:10:59.034: //-1/xxxxxxxxxxxx/CCAPI/cc_get_feature_vsa:
    *Dec 27 14:10:59.034: :FEATURE_VSA attributes are: feature_name:0,feature_time:1282234584,feature_id:152
    *Dec 27 14:10:59.034: //12899/8912F77B8243/CCAPI/ccIFCallSetupRequestPrivate:
       SPI Call Setup Request Is Success; Interface Type=3, FlowMode=1
    *Dec 27 14:10:59.034: //12899/8912F77B8243/CCAPI/ccCallSetContext:
       Context=0x4C5A0B8C
    *Dec 27 14:10:59.034: //12898/8912F77B8243/CCAPI/ccSaveDialpeerTag:
       Outgoing Dial-peer=702
    *Dec 27 14:10:59.038: //12899/8912F77B8243/CCAPI/cc_api_call_proceeding:
       Interface=0x48C27BD0, Progress Indication=NULL(0)
    *Dec 27 14:10:59.270: //12899/8912F77B8243/CCAPI/cc_api_call_disconnected:
       Cause Value=57, Interface=0x48C27BD0, Call Id=12899
    *Dec 27 14:10:59.270: //12899/8912F77B8243/CCAPI/cc_api_call_disconnected:
       Call Entry(Responsed=TRUE, Cause Value=57, Retry Count=0)
    *Dec 27 14:10:59.270: //12898/xxxxxxxxxxxx/CCAPI/ccCallReleaseResources:
       release reserved xcoding resource.
    *Dec 27 14:10:59.270: //12899/8912F77B8243/CCAPI/ccCallSetAAA_Accounting:
       Accounting=0, Call Id=12899
    *Dec 27 14:10:59.270: //12899/8912F77B8243/CCAPI/ccCallDisconnect:
       Cause Value=57, Tag=0x0, Call Entry(Previous Disconnect Cause=0, Disconnect Cause=57)
    *Dec 27 14:10:59.270: //12899/8912F77B8243/CCAPI/ccCallDisconnect:
       Cause Value=57, Call Entry(Responsed=TRUE, Cause Value=57)
    *Dec 27 14:10:59.274: //12899/8912F77B8243/CCAPI/cc_api_call_disconnect_done:
       Disposition=0, Interface=0x48C27BD0, Tag=0x0, Call Id=12899,
       Call Entry(Disconnect Cause=57, Voice Class Cause Code=0, Retry Count=0)
    *Dec 27 14:10:59.274: //12899/8912F77B8243/CCAPI/cc_api_call_disconnect_done:
       Call Disconnect Event Sent
    *Dec 27 14:10:59.274: //-1/xxxxxxxxxxxx/CCAPI/cc_free_feature_vsa:
    *Dec 27 14:10:59.274: :cc_free_feature_vsa freeing 4C6D58D0
    *Dec 27 14:10:59.274: //-1/xxxxxxxxxxxx/CCAPI/cc_free_feature_vsa:
    *Dec 27 14:10:59.274:  vsacount in free is 1
    *Dec 27 14:10:59.278: //12898/8912F77B8243/CCAPI/ccCallDisconnect:
       Cause Value=57, Tag=0x0, Call Entry(Previous Disconnect Cause=0, Disconnect Cause=0)
    *Dec 27 14:10:59.278: //12898/8912F77B8243/CCAPI/ccCallDisconnect:
       Cause Value=57, Call Entry(Responsed=TRUE, Cause Value=57)
    *Dec 27 14:10:59.278: //12898/8912F77B8243/CCAPI/cc_api_get_transfer_info:
       Transfer Number Is Null
    *Dec 27 14:11:02.250: //12898/8912F77B8243/CCAPI/cc_api_call_disconnect_done:
       Disposition=0, Interface=0x4A4AE7B0, Tag=0x0, Call Id=12898,
       Call Entry(Disconnect Cause=57, Voice Class Cause Code=0, Retry Count=0)
    *Dec 27 14:11:02.250: //12898/8912F77B8243/CCAPI/cc_api_call_disconnect_done:
       Call Disconnect Event Sent
    *Dec 27 14:11:02.250: //-1/xxxxxxxxxxxx/CCAPI/cc_free_feature_vsa:
    *Dec 27 14:11:02.250: :cc_free_feature_vsa freeing 4C6D59B0
    *Dec 27 14:11:02.250: //-1/xxxxxxxxxxxx/CCAPI/cc_free_feature_vsa:
    *Dec 27 14:11:02.250:  vsacount in free is 0ER01#

  • I can't believe how hard it is to cancel your account.

    I’ve been a Verizon Wireless customer for as long as I can remember. It’s been close to 20 years. For several years now, I have added smart phones to my accounts as my children have gotten older. I currently have 4 smart phones and one basic phone on my account for a total of 5 phones. As you can probably calculate without looking at my account, my average bill is in the $300 range. I recently had the most horrifying experience dealing with your customer service/tech support staff over a 3 month long existing problem. I feel it definitely requires your attention and that you should be aware of how you staff handles situations (being your name signs off on the Verizon Code of Conduct)
    In early December, my 12 year old son’s Iphone 5 that I purchased for him last Christmas had the screen go black. Being it was less than a year and still covered I then brought it into a Verizon store only to be re-routed to “Apple”. I finally get it over to Apple and after keeping the phone for 2 hours, they told me they couldn’t fix it. They then give me a replacement phone which I assume was refurbished. Ever since my son connected that phone, he hardly receives incoming calls. It would ring twice and go to voicemail. Maybe 1 call would get through in 15 attempts. It was quite frustrating for his mother and I. So I contacted Apple who told me it was a Verizon issue.
    So I call Verizon (611) to explain that the phone Apple gave me is no good. But Verizon Tech Support insisted that it is just a simple fix. So on a day I’m with my son (I do not live with him) I call back and speak with tech support. They have him do several options:
    Make sure the phone isn’t blocking any numbers
    Make sure the phone isn’t on Do Not Disturb
    They have him go through all kinds of settings before turning it off for a restart.
    Well we finally get a call through and figure it’s fixed.
    Well only a few days later, I can’t reach my son. It goes to voicemail after 2 rings. So after several attempts I texted him to call me. He immediately calls me back and says he has no missed calls nor was he aware that I attempted to call him. So I call Verizon back and of course they want me to have the phone in front of me when “trouble shooting”. So after several days go by and I’m with my son we call again. The tech support put him through basically the same steps. This time adding a few “star plus the number calls” to make sure there is no call forwarding on.  Again we get nowhere. No keep in mind my son mostly texts his friends and he can dial out so he isn’t pestering us. But nonetheless, it frustrates his mom as well as myself. So I call Verizon again (right before the Christmas Holiday) and they tell me to go into a Verizon wireless store and get a new SIM card. They said they would put all sorts of notes on my account explaining the problem. So I comply and get the new SIM card. The gentleman at Verizon wireless finally got a call to go through after several attempts. With that we left only to experience the same problem almost immediately soon thereafter.
    After the holidays my sons mom kept asking me about the phone and when is it going to be corrected. I called Verizon Wireless again requesting a supervisor. I explained everything and also explained how “tech support” does nothing. I explained how every tech support representative insists “they can fix it”. 
    The supervisor puts me on hold and attempts to talk with tech support. The supervisor comes back and asks me to give tech support one more attempt. I said surely. With my son being with me, they had him do two different resets and actually had him back up his phone prior. A few days later we notice there was no change. The phone will not get incoming calls. So several days later I call again. I explained everything to a nice guy who said he used to be in tech support for another company and it sounded to him that it was a software issue in the device….but his protocol was to put me through to tech support. They made me write down a few more options for my son to try (obviously he wasn’t with me at that time). They told me after these attempts they would recommend getting me a replacement and they would make note of it in my account
    So it’s now early February and I’m dealing with the same issue. I’m at the end of my rope. I call Verizon Wireless and of course, forced to speak with Tech Support. The girl tells me that being I’ve been having an on-going issue, they will just replace the phone ONLY AFTER I GIVE THEM ONE MORE ATTEMPT AT CORRECTING THE PROBLEM. At that point I told her to put me through Accounts Cancellation, I am done. She actually begged and pleaded with me to give her one chance but of course I had to have the phone in front of me. So when I told her I wouldn’t be with my son until the next day, she gladly PROMISED to call me the next day at precisely 4pm eastern.
    The next day came and No phone call. Two days later I get a phone call/voicemail saying that She was sorry and that her sister had a baby (I saved the voicemail). Well I no longer had my son and his phone in front of me so I didn’t call her back.
    Sunday February 9th, around 9pm I call Verizon Wireless to cancel my account. Two other carriers offered to pay any penalty  or cancellation fees I may incur if switching over. I explain to customer service representative Keisha that I’d just prefer to cancel my account. It was the day my billing cycle was to end. It was the perfect time. I explained to Keisha that I will NO LONGER speak with anyone from tech support. That they all want to be super heroes and that they are all too proud to admit that a phone has major problems. Keisha did respect my wishes and said she’d handle things. At first she tried to tell me that my phone is out of warranty but I had to remind her that Apple replaced that phone. Then she finally comes back and says she’s getting me a replacement. She put me on hold for over 20 minutes before disconnecting me. I immediately receive a text apologizing for the disconnecting and that she is working on things and will call me back shortly. She never called back
    Monday February 10th, at 3 pm I call 611 and immediately ask for a supervisor. I explain what transpired on Sunday with Keisha supposedly ordering me a replacement device. The supervisor did not see any order placed on my account. The supervisor then said she would transfer me to tech support because if a device was ordered it would probably be through them. So I went along with it. When tech support Eric got on, I immediately asked for a tech supervisor. He transferred me to Greg. I explained to Greg everything I’ve been going through. The whole entire story up until Keisha ordering me a replacement device. He said he didn’t see any replacement device on order. He then went on to say the phone is out of warranty. I had no fight left in me. I asked Greg to put me through to Cancellations. He pleaded with me about the phone and it’s warranty and I kindly explained AGAIN that it was already replaced by Apple. He then put me on hold. He finally comes back and Suggests I go back to Apple……they will simply give me another replacement. I said “No thanks” I’d simply rather cancel my account rather take a full day to going to Apple, keeping this vicious cycle going. He then finally says he will put me through to cancellations.
    A lady Barbara gets on the phone and explains that they don’t want to lose me. Explains that I am a valued customer. I explained that for all I was put through on a brand new device I purchased from Verizon, there was no staying. I was completely stressed out. I explained everything from the beginning which I swore I’d never explain again. Barbara put me on hold only to come back and insult me like I’ve never been insulted before. She comes back and said “How about this….how about I make an exception and allow you to upgrade early? I said EXCUSE ME? She said , you get a new device and pay the promotional price….I can even have you pay it with installments. I then asked Barbara what her position was…..she said “Tech Supervisor”. I said I asked Greg for Account Cancellation and he gave me you? She said I’m higher then Greg.
    At that point I screamed….”YOU HAVE SOME NERVE INSULTING ME….I PAY $300 a MONTH AND THAT IS WHAT YOU THINK OF ME”. I WANT TO CANCEL MY ACCOUNT!!!!!!!
    Barbara then yells back I WILL SEND YOU A REPLACEMENT NOW.
    Now I ask you……Should I have had to go through all of this for the RIGHT THING to be Done?
    Years ago, Verizon’s service was above the rest but I have to tell you, over the last couple of years it’s been no different. Dropped calls more than ever and still charging top dollar. Even though I just received my son’s replacement phone I am still looking into other carriers. It’s amazing what Verizon Wireless put me through.
    Thank you for your time!

    PORT YOUR NUMBER OUT...T MOBILE WILL PAY YOUR ETF IF YOU GIVE THEM YOUR VERIZON PHONES.

  • New Broadband - No Dial tone - Line Test shows no ...

    Hi,
    I was wondering if anyone can help me before i start pulling my hair out!....
    I have recently attempted to set up my new broadband and phone.
    My activation date was 4 days ago and ever since ive been on the phone to customer service trying to work out what the problem is.
    Summary of problem:
    my phone line has no dial tone at all. On my day of activation, the manager from the office below my flat came to tell me his phone lines had been cut off. After this, he tried to set his line back up and i recieved an email to tell me someone was requesting to take over my line. So i phoned BT and they cancelled off this request and assured me they had set up the line to the right address and not the offices below me. I was told it was an internet problem and that i should wait to midnight until my activation is complete (although i had already recied two emails to tell me this was complete).
    I waited a further 48 hours until today - Phoned up, explained the problem again went through line tests/broadband tests and was told that everything was fine, it should be working. It must be a connection problem between my router and device. Ive tried several devicces (laptop, phone, ipday, tv etc) and none of which work. They connect to the router but say the router is not connected to internet.
    My router has solid orange light with flashing red "b".
    I dont know what to do next?
    Help please!!
    Thanks,
    Arlene

    I have asked a moderator to provide assistance, they will post an invite on this thread.
    They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.
    Once you get a reply, make sure that you are logged into the forum, then click on their name, you will see a screen like this. Click on the link as shown below.
    Please do not send them a personal message, as they may not be on duty for a long time, and your message will not be tracked properly.
    For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.
    They will respond either by phone or e-mail within 5-6 working days.
    Please use the tracked e-mail, to reply, not via the forum. Thanks
    This is the form you should see when you click on the link. If you do not see this form, then you have selected the wrong link.
    When you submit the form, you will receive an enquiry number, so please keep a note of it
    There are some useful help pages here, for BT Broadband customers only, on my personal website.
    BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

  • Working Line Takeover - cancelled by previous tena...

    I moved into a rental property last week.  The following is the story of how the move went as far as my BT phone and internet services go:
    5 September 11:02
    I called BT to arrange home move for 26 September
    I was told there was an active BT line there and they would contact the current account holder to arrange the closure of the existing account.
    I was told that the line takeover would occur whether they were able to contact the current account holder or not.  They would force the takeover if they had to.
    I was told I would receive an email detailing my order and also a letter in the post.
    I was told to keep my current router and hook it up at the new property when I move in.
    15 September 09:36
    I had not received an email or a letter regarding my order.
    I called BT to confirm things were still on schedule and was assured that there were no issues and that they didn't know why I hadn't received an email and that the letter may have gone to the new address but not to worry, I would have service on the 26th at my new address.
    26 September
    My internet was shut off at my old address but I noticed that I still had a dial tone on my phone.
    I connected my equipment at my new home. The phone seemed to be working but the internet was not. I thought nothing of it as it might just not be active yet and I was busy with moving house.
    There was no mail from BT addressed to me.  There was a letter addressed to the new occupant trying to sell BT services so it seems likely that BT new there was a move out/in.
    27 September
    Internet still not working.
    Incoming calls to my number were not working.
    I called my mobile from the home phone at the new address - caller id number was not mine. This suggested the line takeover had not happened.
    I tried entering my phone number in the BT website for tracking faults and was told to enter a valid BT phone number.
    29 September 7:31
    I called BT to report the issue and was told she would have to call me back after 9.
    Received call back at 9:04
    They told me that it looked like my order was complete from their side so they would have to cancel and replace the order.
    They indicated that I would be notified within 24-48 hours by the order replacement team.
    I explained that this delay was not acceptable as a few weeks out of every year I provide out of hours support for 999 services and need my internet running - this happens to be one of those weeks.  I understand that I am a residential customer and don't have the privileges of a business account but I thought that this information might motivate BT to prioritize my case - she seemed to understand this and told me that they couldn't give me a better window for being contacted but that the fix shouldn't take the full amount of time so I should keep checking my internet service.
    30 September ~13:30
    Internet service still not working and the phone line is still active with the previous persons details.
    Called BT to check on the status.
    I was told that what had happened was that the previous tenants had cancelled the line takeover and that is why my order was cancelled and had to be replaced.
    I was given no explanation as to why I wasn't notified of this ahead of my move.
    I was then told that it could take up to 5 days for me to hear back and was given no explanation as to how this had changed from 24-48 hours into 5 days. Also, no apology for this.
    I was told that the only people who could give me an update were the Order Replacement department and that there was no way I could contact them. I just have to wait for them to contact me. All she could do was add a note to my request.
    I tried to persist that there must be a way for someone to escalate this further but she was insistent that nobody in her call centre could actually talk to anyone from Order Replacement.
    She indicated that she had added a note to my request and that me calling again would be a waste of time as nobody there could give me any more information.
    I was assured I would not be billed for any of the time I am without service. I will be watching my direct debit to ensure this is the case.
    I am astounded by the poor customer service and the conflicting information I am receiving.
    Why was I not notified that there could be a problem with the line takeover?
    Why was there no communication to me about my order being cancelled?
    Why am I being given different information from different support people as to how long I can expect this to take? Why can a person who is no longer a resident of a property control the phone line at that property? They don't live here anymore. I do.
    Does anybody have any suggestions on how I can reconcile this more quickly?  I've called my estate agent to see if they can contact the previous tenants with regard to canceling their account to hopefully get the ball rolling from that side but I guess I'm not totally sure if the line belongs to the previous tenant or if it belongs to the landlord.  I would think if it belonged to the landlord my estate agent would be aware of this and would have let me know when I questioned them about my concerns about BT getting this done smoothly.
    I am from Canada and a phone number is a very portable thing for a renter - it travels with you when you move and you would never leave a phone line active at a previous property.  A landlord would also not leave a phone line active at their rental property in most cases unless they were only letting the property for a very short term.
    If any mods see this, please contact me and let me know if you can help.
    Thanks

    I contacted the mods on 30 September as requested in this thread.  I received no contact from them.
    On 1 October, having not received a followup call from my previous attempts, I called again to try to get an update.  This time I must have chosen a different menu option as I was given the option to not wait in the queue and have an automatic call back when it was my turn.  I agreed to this providing my mobile number.  In about 5-10 minutes I received the call back.
    The person who I spoke with had to transfer me to a different department - he didn't say which one.  After waiting on hold for a while I spoke with a man who actually showed concern that I hadn't been called back.  He had me hold while he spoke with his manager.  When he came back on the line he promised me that I would hear from BT on Friday and that this would address my issue.
    Friday 3 October came and I did finally get a promised call back, though they indicated it was in response to an email I had sent though I hadn't sent any emails.  I was informed that an order had not previously been re-placed with Open Reach but now one had.  The activation date was set for 14 October but I was assured that once Open Reach accepted the order BT would contact them to get this activation moved up.  I was told I would get a call back "tomorrow" with an update.
    6 October came and I had not yet received an update so I called BT again to ask for one only to be told that all of their systems were down in the call centre and I would have to call back in 4 hours.  I insisted that I shouldn't have to keep chasing this so she took my mobile number and told me I would receive a call back later that day.  This did not happen.
    7 October I called once again hoping to get an update.  Initially I was told that I would hear from the Offline Team today.  I asked to speak to them now.  The calltaker put me on hold for quite a while and when she came back on she told me that the order had been placed with Open Reach and that it was set for 14 October.  Information I already had.  I asked to speak with her supervisor and after being on hold again for quite some time the call was disconnected.
    I am hoping to but not counting on hearing from the Offline Team today.  I leave for Germany for 2 weeks on 12 October and I don't want to leave my family with this unresolved but I seem to be getting little help from BT.
    I am also yet to get any explanation as to why I was never told about my order being cancelled, why I never received any confirmation emails, why I can't see an order on my BT account, why when I type my phone number into the Check Service Status tool on the BT Help website it says "Please enter a valid BT phone number. Your number should start with 01 or 02 and contain 10 or 11 digits.".
    I am going to try the contact the mods thing again and see if it helps.  I am getting really frustrated with the lack of service.

  • My iPhone 5 order got cancelled! Please help me out

    On Friday at 10:15 pm I got this email from apple:
    Dear **** *****,
    Thank you for your recent iPhone purchase at the Apple Online Store.
    While processing your order, we encountered an issue with your Verizon
    Wireless account. According to their records, your account has a past
    due balance.
    To check your balance and pay your bill, contact Verizon Wireless by
    dialing #PAY from your mobile phone or call 1-800-922-0204. Please
    complete this step as soon as possible to prevent cancelation of your
    iPhone order.
    As a convenience, we will keep checking your account for the next four
    days. If this issue is resolved, we will automatically resume the
    processing of your order. If not, your order will be canceled.
    Sincerely,
    The Apple Online Store
    I've sent the due payment in about a week ago through mail, but Verizon apparently didn't get it yet so apple screwed me and canceled my order which was going to be shipped this Friday! So This is the email apple sent me today:
    Dear **** ******,
    Thank you for your recent iPhone purchase at the Apple Online Store.
    We recently notified you that your iPhone order could not be processed
    due to a past due balance on your Verizon Wireless account. Over the
    past four days, the status of your account has not changed. As a
    result, your iPhone order has been canceled and you have not been
    charged.
    To check your balance and pay your bill, contact Verizon Wireless by
    dialing #PAY from your mobile phone or call 1-800-922-0204. Once your
    Verizon Wireless account balance is paid, please visit
    store.apple.com to place a new order. If you reply to this email with
    your new order number, we will process your order as quickly as
    possible.
    Sincerely,
    The Apple Online Store
    It says if I email my order number in a reply message, then apple will proccess my order faster. Does faster mean that it would this Friday as the usual order was suppose to? Or would I still have to wait the normal waiting time for orders which is 4 weeks now. I am so angry!

    Contact the Apple store directly (or Verizon) as Apple (nor Verizon for that matter) monitor these forums.

  • 4.3 Update - Car Stereo Issue, voice dialing not working with Bluetooth

    I've seen some similar issues reported, but they were for specific cars/stereos, and the symptoms were different, so I'm posting about mine:
    Phone: Samsung Galaxy SIII, Android 4.3.
    Car Stereo: Pioneer AVH-X2500BT
    This is a stereo I bought and installed myself. All of its features worked fine, and I was enjoying making calls using voice dialing via the stereo. Then, I installed the 4.3 update to the Galaxy SIII. Ever since (literally, I made a call that day before installing it, and tried shortly after), I cannot use the voice dialing feature. Any attempt to use voice dialing or voice commands via the car stereo will fail. Here's what happens:
    I do a long press on the car stereo's Home button to initiate voice dialing. On my phone, S-Voice starts up, and a Toast (little message) pops up briefly that says "Check in-car audio". When I talk, the little animation on the microphone button in S-Voice does not happen, meaning it's not hearing anything. The car stereo shortly cancels out of voice dialing mode, as though it timed out, or something.
    I've tried switching to Google voice, but the same thing happens. I've tried all kinds of configuration on both devices. I've unpaired and re-paired. Nothing.
    Also, turn-by turn directions from Google Maps appears to not work. The app thinks it's giving them, and when I turn the car off, the voice suddenly works from the phone, but it just won't come out the stereo.
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    Does anyone know how to fix this?

        There could be any number of factors that may be affecting this, byounie. It may be that the firmware on your car stereo headunit may need to be updated. My direct recommendation to check first would be to access your bluetooth submenu, and next to paired info for the Pioneer AVH-X2500BT, you should see a little cog wheel/settings icon. Please select this, and start unselecting everything available there. Work your way up, and enable and test these different settings one by one, to see if there is a conflict between Google Maps and Voice dialing services. Let us know what happens, byounie.
    NicandroN_VZW
    Follow us on twitter @VZWSupport

  • Help Needed Creating AppleScript for Dial Up Access and Updates

    Hello,
    Due to my location I can only access the internet via Dial Up. I would like to create a script that wakes up my Mini early in the AM, dials my ISP and checks to see if there are any Apple Updates. I'd like to do this at night so my family doesn't have to compete with updates when they are using the computer.
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    Can anyone point me to a functional script that will do this or tell me where I can find the modem related scripting commands?
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    1). Does your script both get and install updates if they exist ? If not what should be added to accomplish that?
    If you use man softwareupdate to look at the command line options for softwareupdate you'll find:
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    Each update specified by args is downloaded and unarchived,
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