Last Straw

Question

I am so frustrated and it is unnecessary stress.
I could write 5-6 pages (easy) and already wrote to another executive who promised I would be “happy.”
In the past 3-4 months I have spent 12+ hours on the phone with Verizon, hooking up equipment, spending money and waiting on hold.
Here is a brief summary of the issues because I do not have the time to once again repeat the story.
Tower was adjusted…
In my area a tower was realigned. That mean we have basically no service in my home. It took us almost 2 months to discover this fact. I was told we needed new phones or to buy a booster. Finally someone came to our area and verified what I just shared with you.
Keep in mind for over 2 months – close to three – our phones were useless. I had to get a landline installed and I missed many important calls. Often I would have to drive up the street to complete a business call. It is not always easy to “call back” when it is a group business call. We missed a critical call from my daughter (who was in an accident) and before we got the landline we once had to call the police - - and could not reach them.
Extra note – last week I was told verbatim, “we do not adjust towers”  >> I said to the CSR – do you think I am lying? He said, “well do not adjust towers.” 
I was not happy!
Because Verizon moved the tower, I had to buy the booster – which was $150. Then my home network could not support it – so I had to buy a new router from Comcast – which was about another $150.
$300 – plus many hours of call to be able to use Verizon (again - - sometimes).
The executive I mentioned above stated someone would reach out to me about a credit for the 2-3 months we could not use the phone. I think all these calls are in your CRM.
I have called 5-7+ (?) times – and each time – was told someone would call back. To date – no one has. PLUS I was even told by one CSR “I only had 2 dropped calls since December 20th (this was last week).
She said Verizon would not approve of any credit. I asked to speak to a supervisor and I was told it really will not help – I would not get a credit.
So – I was called a liar by one CSR and by another was told I am due nothing – even though it is all over my records.
This had been going on for months and the booster really does not work well – but I suspect it is still on the old wireless home network - - with the new Comcast router we now have two.
Just as my contract was to expire I called and explained this whole story AGAIN. I said I bought a booster that is really not working and I should return it. Now I said I have been waiting 7-8 weeks for a call about my credit. I was told I could not return the booster because I went past the return period. That makes sense – but what bothered me was the CSR said “you should have know better” meaning that just because no one from Verizon called me back to fix the booster NOR to discuss the credit I still should have returned the booster immediately.
As you can tell I want to be a good customer – but things are not looking so good at this point.
Finally on Wednesday I was in the parking lot of ATT wireless in Marlton NJ. I could get FIVE lines for the price I am paying for 3 with you and get 10GB. My contract with Verizon was ending!
However, the CSR I called was great. She was professional and explained options to get 10GB and get a new galaxy. I was told it was @ $25 / month and after much discussion – including a call back the following day – the day of my contract renewal, I decided to stick it out.
Yesterday I was waiting for my new phone to be delivered.
Then today.
So I just called (about 3:30pm et 2/28) and found out my card was declined for $79. I told the CSR (who was very nice by the way if you are checking records) and she said there was upfront financing.
This was not disclosed! Why would I pay $79 up front – when I could get the whole phone for $199?
Here is the summary:
I believe I am due a credit of 2-3 months of service
I need someone to make sure I am on the right home wireless network (as I typing this my wife had a dropped call)
I need to speak with someone about cancelling the order for $79 then $25 / month and just get a $199 phone.
I am so exhausted by this process. The funny thing is I want to add 2 more lines. Had I gone with ATT, I would have 5 new phone and 5 lines for less than I am spending with Verizon. Their promotions (current) prove that math to be correct.
What is the next and final step to get this resolved?
(removed)
PS – I am a normal – business guy who is fairly patient. I actually operated a call center where I had 500 CSRs (see I know the lingo - - CSR / CRM) but I can tell you – something has happened in the past year at Verizon. Some CSR’s are great, but the overall score for professionalism has dropped.  I even chose not to share above a call that was so bad I actually taped in… I told the CSR what she was telling me was not the correct and helped her understand your monthly billing. She offered me 10 lines – 10GB for $100 per month total! - - NO OTHER FEES (and I have it on tape) – I explained to her she was forgetting about the month access and I actually had to convince her I was right.
HELP!!!
>>Personal information removed to comply with the Verizon Wireless Terms of Service<<
Message was edited by: Verizon Moderator

Answer 1

With your line length, it is unlikely that changing to another supplier will make any difference, especially with the line in its current condition. Any alternative supplier will "talk up" the possible speed on your line to get the business. Once they have got you they may not show any real interest in your problems!
What is significant in your post is that you mention "Listening to the dial tone on our phone during these times, you can hear an exceptional amount of crackling and popping".  In effect, you have solved your own problem.
The audible noise and high indicated noise margin indicates that the line is in poor condition which is causing the BB to drop out from time to time, which in turn lowers the speed of the BB service, etc.
Report a intermittently noisy line as a VOICE fault to BT on 151. Don't mention Broadband at this stage, just make it clear that you experience a bad noise on the line intermittently. Openreach should then be despatched to fix this. Be persistent, if the noise returns after the engineer has worked on the line, report it again.
Sometimes there are multiple bad joints or other issues on a line which need to tracked down one by one. I experienced a problem some while ago which needed three visits and ultimately resulted in the pavement being dug up and around 25 metres of cable being replaced.
Once the noise has gone, your BB should speed up to the maximum for your line after about three days, which should be about 1725 kbps give or take a little.