Lousy Customer Service DSL experiences

I'm curious if any one else is experiencing lousy customer service when encountering problems with Verizon DSL? My wireless router appears to have quick working, I called Verizon tech support . They insist it must be the lines. Have waited over 3 days for an appointment with a person to come to the house. So, what I don't understand is when I had trouble with my Comcast Cable, they tested over the phone, and okay me to come to the local Comcast office to exchange the box. I specifically asked to exchange router, and was told to wait.
Is this customer service incident the same as yours?
Sorry if I repeated a similar post, didn't have time to search.

Well to be honest. it sounds like they are doing the right thing by having someone come out. While it could be your modem. It could be the line just as easily. You can ping your router/modem. but cannot ping the internet. So the problem is either the modem connection to the dsl (possible bad modem) or a problem on the line. If they think its the line, then you have a good chance of that being the issue. Most of the time its hard to get them to come out, so if they offer to come out to check the line. that is a bonus.
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Error exists between keyboard and chair.

Similar Messages

Lousy customer service and management experience at BestBuy, Reston, VA

We (myself and my wife) had one of the worst shopping experience of this year at BestBuy in Reston, Virginia yesterday. I wouldn't be writing if the manager (Jeff) had shown any interest or willingness to show he would be doing anything about it.
I placed an order of a laptop through BestBuy.com to be delivered at the store. We went to the store to pick up the computer where I handed my driver's license to customer support girl ( ). She asked me for the credit card that I'd paid with and I gave her the only American Express I had on hand. She said this is not the same so I asked if I can pay with another credit card? She got her what looked like supervisor (Tiffany) to help change the credit cards. I took an opportunity to tell her that this sounds like a flaw in your system and it is absolutely not your fault but your management needs to know that checking my ID should be enough to use the original credit card transaction if you are worried about internet fraud. She said no we sent you an email that says you must bring the original credit card. I said "exactly, but your corporate policy is what I am talking about". She returned my credit card and we went to the mobile counter where a nice told us that they do not deal in T-Mobile but T-Mobile has a store right outside. So we walked outside. As we reached there, the first thing they asked us was my driver's license. And I realized that I never got it back from the customer service girls. My wife walked back and she felt the girls were rude so she asked the manager who was calm but not too helpful. My wife came back to T-Mobile store. I told T-Mobile manager that I've just lost my ID at BestBuy and they still found a way to help create my account. I came back to talk to the BestBuy manager (Jeff) who was very calm and smiling but was absolutely not willing to listen or help. I had to force him to take my phone number just in case they find the license in trash or with the nice girls. He totally supported the employees where he should be supporting customers. I would be wasting 2 hours of work (over $280) and $25 fee at DMV just because these teen ager were unhappy or felt they own the place. This totally unfair. BestBuy is becoming too monopolistic and it may be following K-Mart's foot steps. Please, help customers by hiring polite folks and managers should be more responsible to customers. This Jeff guy needs training.

Hello ghayur,
I was very disappointed to read of your experience at the Reston store. We strive to provide a superior experience and I apologize for our store representatives and managers having disappointed you.
While I am very grateful for the feedback you provided on store pickup of BestBuy.com orders, for security purposes we do require that an ID and the credit card used for the purchase be presented at the time of pickup. I regret that, even though we sent you an email including these instructions, we didn't reach you with this information before your store visit.
I'm not sure that I understand fully what happened with the drivers license issue however. You said that Jeff "was absolutely not willing to listen or help" and "totally supported the employees," but I'm not sure to what you reference exactly. If you would care to share more details, I would be grateful.
Thank you for writing to us with your concerns.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
Private Message

Lousy Customer Service Experience

My husband and I purchased a TV on 7/31/14. What started out as a good experience has turned into some of the worst customer service I have had the displeasure of experiencing. We made an online purchase for in-store pick up. When we got to the store and saw the TV we were purchasing, we changed our minds and went with a different TV. The sales person was extremely helpful and went above and beyond assisting us with our decision and purchase. We were told to cancel our online order, which we did. We received an email confirmation stating, "At your request, we've canceled your order. Be assured that if you paid by credit card, it has not been charged..." What we discovered was that we were indeed charged for the online purchase, in addition to the in store purchase. As soon as we noticed the charge, my husband called customer service and was told we should receive a refund within 7-10 business days. The customer service rep refused to look into it further, and my husband left the call feeling frustrated and annoyed.
Several days passed when I decided to call yesterday, 8/11/14, to address this issue again since we had still not received our refund. I was told the same thing by a different customer service rep. I informed this person that I understood the policy, however, according to the email, our card should never have been charged in the first place. His attitude was that he couldn't care less, that was the policy, they didn't have the money- it would be refunded soon. I asked to speak with a supervisor who immediately met me on the defense, and repeated the same policy back at me. I expressed my irritation and frustration at hearing the policy over and over again, without hearing a solution AND they were failing to understand that my issue was not with the policy, but the fact that my card had been charged despite the cancelation email saying otherwise.
After insinuating that 'if I needed the money,' he said that the best he could do was fax my bank to have them make the funds available. He told me he'd need my bank's fax number and put me on hold. I was on my bank's web site looking for a fax number, when he came back on the line. When I explained to him all I see is an 800 number and asked if that would work, he responded, "I guess" in the most put-out way possible. He said he would call me personally to inform me when this happened. It's now the next day. No phone call from Dimitri, the customer service manager, no refund in the bank. This has truly been an eye opening and disappointing experience.
In this day and age of Amazon and other competitive big box retailers, the most precious asset a company has is it's employees and their ability to deliver exceptional customer service. This experience has left me questioning if I ever want to shop at Best Buy again.
Sincerely,
Maja (removed per forum guidelines)

Hello jbuck,
Purchasing a brand-new TV should be a quick, easy and painless process -- not a tiresome experience like you described -- so I can imagine how frustrated you must feel. I'd be disappointed too if I cancelled an order only to later discover that transaction on my credit card statement. We rely on our in-store and phone support reps to provide prompt and courteous service, so it's disheartening to learn of situations where that expectation may not have been met.
Like AWBrown mentioned, a hold may be placed on the paying debit/credit card whenever an order is placed on BestBuy.com. These funds aren't officially collected until the order has been fulfilled (shipped or picked by in-store personnel), but this may have an effect on your available credit in the interim. If the order is later cancelled, Best Buy's role in the transaction is complete and it's the responsibility of the card's issuing bank to ensure any pending or expired authorizations are properly removed from the customer's account. Most banks are able to do so within 2-5 business days, but some may require up to one full billing cycle. For more information on this process, please refer to BestBuy.com's Conditions of Use, our Payment Options FAQ, and your card issuer.
That said, I'd like to take this opportunity to gather some information. Please make sure to check your private messages when you can by signing into the forum and then clicking on the letter icon in the upper right-hand corner of the page.
Aaron|Social Media Specialist | Best Buy® Corporate
Private Message

Terrible Online & Customer Service Purchase Experience!

Tried to purchase a cell phone online and everything appeared ok. I received the email letting me know the purchase was complete, I then received a 2nd email stating,"We're sorry, but an item on your order placed on July 11, 2014 has been canceled because we were unable to verify your information."
I called the number listed in the email to find out why this occurred and the gentleman I spoke to advised me that he does not have access to that information and would put a request in for someone to get back to me. I asked him how long that would take and he advised me 2-3 weeks!
I hung up with him and called to place the order with a customer service representative instead of using the website. I even used a different credit card just in case. Well, guess what? Exact same scenario happened again!
I finally completed my purchase by visiting the store the following day and used the same credit card that I used the night before.
This is totally unacceptable and Best Buy should be ashamed that they denying customer purchases and unable to tell them the reason why!

Greetings newmex999-
Welcome to the Best Buy Forums!
Our hope is that everyone who places an order through BestBuy.com has a terrific experience all the way from placing the order to when they receive it and beyond. I am truly sorry to hear that your particular experiences did not live up to this expectation.
Generally, when you place an order, you will receive an email confirming that we have received your order, but this is not a confirmation that it will be completed. Usually when we cancel an order due to being “unable to confirm your information” it is because something in your order information is not matching up. This could be anything from a misspelling in your billing and shipping information to the billing address on your BestBuy.com account not matching the billing address on your credit card.
To get more specific information, our agents would need to have your case reviewed with our support team, which can generally take about 5-7 business days. I apologize if the agent exaggerated that it would take 2-3 weeks. I would recommend that should you choose to place an order again with us in the future, you look over your information to make sure that everything is correct. This should hopefully eliminate any issues; you can also review our Conditions of Use for BestBuy.com here.
I’m glad to hear that you were able to make the purchase through one of our stores and again, I apologize for any inconvenience that this caused you.
Thanks for connecting with us.
Bill|Senior Social Media Specialist | Best Buy® Corporate
Private Message

Lousy customer service at Tri Coubty OH store

I went to the TRi County store in Springdale, OH for a nw car radio. I received excellent attention from the installer who just happened to be walking through the department and stopped to ask if I needed some help. He talked me through the installation and features of two different car radios which he recommended. He printed out the complete work package for me to take home to review with my wife.
I returned to the Tri County Springdale OH store two hours later and the salesman on duty was totally ignorant of any and all products in the car electronics department. He was so confused that I thanked him and appologized for taking up his time. A total idiot in your employment.
I returned to the Tri County store in Springdale, OH on Sunday mornig at 11:00 AM the store was basicly empty and had less than (10) ten customers in the store. I could not get a sales person to assist me in the car electronics department so I and went to the customer service desk and ask if they could page a sales person to the car electronics. The customer service counter requested that a sale person assist a custome in the car electronics department. I waited for 20 minutes and no sales person ever came to my assistance.
I went to the wall of radios and turned on multiple receivers and adjusted the volume to maximum in hopes of getting some attemtion. No sucess. I turned off the radios, waited another ten minutes, checked my watch and left the store.
I hope the manager of the Tri County Springdale, OH store reads THIS MESSAGE AND TAKES SOME ACTION IN TRAINNING HIS EMPLOYEES. HE IS THE MOST INEPT MANAGER. Check you log and you will see there were almost twice the number of employees in the store as there were customers and I could not get any service.

Good afternoon tdoubts,
Welcome to the Community Forums!
Shopping for any product is exciting. I know when I have an idea in mind what I want, it's a lot of fun to go to a store, get great service from the store and have exactly what you need to make the purchase you want. I'm sincerely sorry that your experience at Springdale, OH store went from excellent to "less than stellar", leaving you walking out of the store empty-handed.
I find it extremely disappointing that you had your printout of necessary items to complete your new car radio purchase, and still were made to wait over 30 minutes without service. I also find it regrettable that your interaction with the store manager did not go as planned.
I have already shared your store experience with the upper channels of the Springdale, OH management, so they can see your written words and are personally aware. If you have any other concerns or questions, feel free to reply back.
Regards,
Justin|Community Connector | Best Buy® Corporate
Private Message

Errors, Outages, and Lousy Customer Service

For the 3rd time in the past 6 mos. my cable tv has gone out during a thunderstorm. You cable companies have no room to brag about your reliability or joke about how satellite tv goes out when it rains! I called customer service & tried several options but couldn't get through to a human being. All I kept hearing was a recording saying, "We're working to restore service . . . . please check back in 24hrs." 24 HOURS! GOOD GRIEF, what's the problem? My mother, who lives just a couple of miles away, still has her cable service. The recording also said I could use my PC or smartphone to check for updates. Thanks. I guess it's a good thing I don't have Comcast internet huh? I'm really sick of this. I just spent over a week trying to get my ON DEMAND service to work. I was repeatedly getting error messages and the service did not function at all. After 3 phone calls and the usual rigamarole, the last agent said she would have to send a technician to my home to find the problem (while she also tried to sell me a repair insurance policy). The tech. arrived promptly and was very nice. We checked the tv and the ON DEMAND service mysteriously started functioning normally -- no error messages. The tech. then told me that a "node" in my area had been down for some time and was being repaired. There was nothing for him to do, so he left. I paid for service I wasn't getting for more than a week, talked to 3 different people, spent God knows how much time looking for the problem, trying to explain it and fix it, and brought a technician out to my home, only to find out that the company already knew what was wrong, but didn't tell me. How STUUUPIDDD is that? Sounds pretty stupid to me, not to mention a waste of time. Of course, it's possible they didn't know or no one bothered to check(which is just as bad). And I'm supposed to believe "Comcast Cares"? Yeah, right . . . .   I'm tired of waiting for you guys to improve. I have come to the conclusion that you never will. Since the rates on my bill just went up, I doubt Comcast will offer to give me credit for the outages. The American public needs to wake up and demand better. We spend hundreds of dollars for television service, but we still have to watch commercials, we pay for channels we don't want, and have to deal with bad reception and outages.   Internet providers have similar issues and the rates for both continue to increase. Is the product you get really as good as the price makes it seem? We are being ripped off, and the big media companies are laughing all the way to bank because we let them do it.

baz123 wrote:
For the 3rd time in the past 6 mos. my cable tv has gone out during a thunderstorm. You cable companies have no room to brag about your reliability or joke about how satellite tv goes out when it rains! I called customer service & tried several options but couldn't get through to a human being. All I kept hearing was a recording saying, "We're working to restore service . . . . please check back in 24hrs." 24 HOURS! GOOD GRIEF, what's the problem? My mother, who lives just a couple of miles away, still has her cable service. The recording also said I could use my PC or smartphone to check for updates. Thanks. I guess it's a good thing I don't have Comcast internet huh?
I'm really sick of this. I just spent over a week trying to get my ON DEMAND service to work. I was repeatedly getting error messages and the service did not function at all. After 3 phone calls and the usual rigamarole, the last agent said she would have to send a technician to my home to find the problem (while she also tried to sell me a repair insurance policy). The tech. arrived promptly and was very nice. We checked the tv and the ON DEMAND service mysteriously started functioning normally -- no error messages. The tech. then told me that a "node" in my area had been down for some time and was being repaired. There was nothing for him to do, so he left. I paid for service I wasn't getting for more than a week, talked to 3 different people, spent God knows how much time looking for the problem, trying to explain it and fix it, and brought a technician out to my home, only to find out that the company already knew what was wrong, but didn't tell me. How STUUUPIDDD is that? Sounds pretty stupid to me, not to mention a waste of time. Of course, it's possible they didn't know or no one bothered to check
(which is just as bad).
And I'm supposed to believe "Comcast Cares"? Yeah, right . . . .   I'm tired of waiting for you guys to improve. I have come to the conclusion that you never will.
Since the rates on my bill just went up, I doubt Comcast will offer to give me credit for the outages. The American public needs to wake up and demand better. We spend hundreds of dollars for television service, but we still have to watch commercials, we pay for channels we don't want, and have to deal with bad reception and outages.   Internet providers have similar issues and the rates for both continue to increase. Is the product you get really as good as the price makes it seem? We are being ripped off, and the big media companies are laughing all the way to bank because we let them do it.
I was able to see the repeated issues on the area and a credit was submitted for this. Can you send me a private message? We do see several options to lower your bill but it might required a downgrade from your current services. -FC

Lousy Customer Service

Can someone tell me why I've been on hold for over an hour and counting, just to speak to a customer service representative? After paying $299 for their product, I would expect much better customer service.

Hi FrankGinMD,
Apologies to hear about the less than ideal wait time. Was there something specific (product & issue) we could help you find resolve to? I see that you've also posted here: http://forums.adobe.com/message/4825925#4825925.
Let's continue here on this thread in hopes we can direct you to the help you're looking for.
Thanks,
Bing

Extremely slow broadband and lousy customer servic...

I have just changed to BT and boy I wish I hadn't. After 10 days for it to "come up to speed" it didn't (download speed of 120 Kbps). I have fitted an accelerator which didn't make any difference and it has taken 3 phone calls of about half an hour each duration for someone who I barely understood telling me that I had fault. I knew I had a fault as I was told 3 times. The customer support team who was told would call me back at a specific time didn't and now I have been told that an engineer will come out in a weeks time to solve all my problems - if only. BT, I am totally disappointed with your service and wish I had never changed as talk talk who was originally with was very fast. Is there a cool off period where you can cancel the service?

there is no cool off period - you need to cancel before service is provided.
if yyou would like some help/suggestions can you post the adsl stats from your router may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or use a-z, if netgear enter 192.168.0.1) and run btspeedtester http://speedtester.bt.com and post the results.
are you connected to the NTE5 master or test socket or somewhere else? Do you have any phone extension sockets in your home?
Someone may then be able to offer help/assistance/suggestions to your problem
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Lousy customer service Singapore

I had a problem "fan error"
It is business notebook, it comes with 3year onsite warranty, Friday I called service centre hotline
Replied no spare part on "Fan" once recd spare part they will call me
I don't believe an processor cooling fan NO STOCK? Without min qty stock how you guys qualifying onsite warranty
Monday I called again - status NOStock
Hotline - waiting waiting
Tuesday -arriving stock
From the service centre to our office is just 3 km
I called for exact time on the technician
Until now no answer yet ,
I won't consider Lenovo anymore for my business and my personal

Model T440p
Service report 800 521 4480
Really very lousy support by Singapore support

Lousy customer service from Verizon

I spent over an hour last night trying to talk to Verizon Customer support. It took only one minute for a technical support person to answer the phone, but he stated he could not find my information and I needed to talk to Billing. After 25 minutes someone (Mrs. Ross) finally answered the phone and 18 minutes later told me she was going to have to transfer me to tech support. Another 15 minutes and Diedre answered only to tell me she could not fix the problem at this time. I was promised by Mrs Ross it would be "taken care of tonight". Diedre hung up on me.
I called back and went directly to Tech Support but was told by this lady (do not recall her name) that she could not fix it and she would have to put in a call to Central. She told me to use the last four digits of my home phone number and I told her I had already tried that. I said I would hang up and try again and she promised to call me back. The last four digits did not work either. She never called me.
I have been with this phone company since 1965 when I got married at the age of 20, moved to Danville, VA and had phone service put in my apartment. My wife at that time went to work for C&P as an operator. My uncle had been with C&P since 1956 and my mother worked information part time for C&P.
Needless to say I am pulling the plug on Verizon as of August 27 when Comcast will be taking over and installing a modem for my phone service.

Send a letter to the board of directors. I plan to do the same if my issue is not resolved tomorrow morning. I did this once with Sprint PCS with rather AMAZING results. The BOD doesn't want to hear about our problems with their underlings, so they play nice with us so we'll go away. Which we do.

As a result of very poor customer service, I am a ...

I decided to come back to BT after a 2-year stint with Virginmedia. I think I've made a huge mistake ! It all started so well, too. I signed up to the Anytime Call Plan and Broadband Option 3, with a discount for the first 3 months. It all started very smoothly on 5th December 2011.
I have spent over two hours in total on the phone to customer services in the past 2 weeks, trying to resolve my current bill situation. Clearly there has been a mistake made on BT's part somewhere along the way, but it seems that I, or one of my family, are being accused of stopping our BT phone and Broadband service, which is completely not true. Every time I phone up, everyone I speak with says a mistake has happened and that it will be sorted. I am always told that I will get another call-back within 24 hours. This has never happened.
The first bill was correct. I then received an e-mail saying that BT were sorry to hear that I was leaving and that my service would cease on 9th January. This seems to have been a fault with BT because I have no reason to stop a contract after only one month ! My most recent bill now reflects this supposed termination, charging me for quitting within 12 months etc. And, I have been sent a package to return the Broadband Hub. Nobody will take any responsibility for sorting this out and I feel very very frustrated.
I thought I had made progress yesterday when I was told that all would be remedied and I would be started on a completely new contract etc. (another 18 months, despite being 1.5 months into a contract alreay !!) BT has now signed me up to the 'Evening & Weekend Call Plan', which I don't want. All I want to happen is to be back on the contract that I had signed up to and started on 5th December last year. Can anyone point me in the right direction ?
I have never in my life come across such lousy customer service. To say it's terrible is an understatement !

the only people on the forum that can help are the mods and contact then for assistance http://bt.custhelp.com/app/contact_email/c/4951
you couls always try the live chat first http://bt.custhelp.com/app/contact/c/2902/?s_intcid=con_intban_sanda_contact_us_chat_from_forums
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Contact Customer Service about incorrect charges bill for employee line?

I have tried to contact customer service for over 1 week about incorrect charges on my bill with no luck. Horrible customer service and experience, I can't email anybody, I can't chat with anybody, and I can't talk to anybody. My only choice is to mail a letter?

i just got charged 49.00 on my bank card my unlimited usage is a joke !!! cant send texts not even due until june 16 now i am out of my 49.00 until i call my bank!! to have a stop payment Where is customer service cant get to talk to anybody to resolve this matter

Comcast Customer Service Phone Support

What is going on with the Phone Support line at 1-800-934-6489? I can't even get connected to the company, and there is only one phone number to do so!!! I just moved recently and had my Comcast Internet service transfered (a nightmare that took 3 weeks and 2 separate appointments) and now I'm being overcharged on my bill -- So I call to ask a simple billing question, and I can't even get through the automated triage system to speak to a human being. Several times I have called and received a busy signal or connect error. Based on the lousy customer service provided by Comcast, I am vengefully imagining the company imploding on itself, unable to even answer the phone anymore. The only reason I choose to continue to put up with this company is because I have no alternative provider in my area that has even half-way decent Internet speed. I presume most other customers are in the same miserable predicament. Maybe this is the beginning of the end for this horrible company, and it will be replaced by something much better.... At least I can dream. How can a company survive when its customers can't even talk to a human being? This is so ridiculous, and the company is such a disgrace. I've never had such pathetic "customer service."

I was finally able to get through using number 1-866-671-5645, the "We're On It" support line which is used for escalations. The agent asked if I had received a "We're On It" card which is supposed to have a one-time use code -- I told him, No. He asked me where I received this number, and I told him, "Online." He sounded surprised/irritated, but agreed to help me anyway, and eventually resolved my issue. Hope this helps someone else who is pulling their hair out. Good luck!

Problems with Verizon Customer Service

As a European (german speaking) I am not a Verizon customer, but have bought a locked Verizon Iphone 4s. The Customer Service speaks only with customers with a phone number!!! No phone number no chance.
Is this always the case with American companies? I wish really that only Verizon has such a lousy customer service ...
Recommendation of the Verizon customer support: discard iPhone!! What an ecological thinking. I offered by paying them to unlock it, no change ...
Does anyone have any idea how to progress? In March I will stay in Florida
Thanks for the answers
Alex

First of all, it appears as if you WERE able to speak with Verizon CS without a phone # as you relayed the recommendation they gave you.
Next, having you discard the phone is not necessarily a bad ecological thing. If you were to sell it to another person who could actually use it on the Verizon network, that would be discarding it for you, while NOT being bad ecologically.
Verizon WILL NOT unlock an iPhone 4s UNLESS it is active on a Verizon line of service and that line of service meets certain requirements, such as being in good standing for the past 60 days. If you do not meet this requirement, Verizon will not unlock it for you.
If you are staying in Florida in March you could see if someone you know would temporarily activate it on their Verizon line of service in order to have it unlocked by Verizon. If you can't find someone to do so, your best line of action MAY be to discard it by selling it to someone who actually CAN use it and to purchase a phone YOU can actually use.

DSL Not Working for 7 Days and Tickets Closed without Resolution - Worst Customer Service

My DSL light has been blinking for 7 days. A technician came out Monday and checked inside my house and outside. He said the problem is outside, that there is an issue with the wires on the street. He said that the "Home Office" needs to internally switch the wires. The technician went to the "Home Office" which is right down the street but the technician was not at her desk so he put in a request for the wire to be switched. In the meantime, he manually switched the wires to get the internet working but said the internet would go down for 5-10 minutes when the "Home Office" did the official switch. When I got home from work, my internet was not working and my DSL light was blinking again. I immediately called Verizon and was told that my ticket had been closed and that a technician would need to come out again. Since the technician had already been in my house that morning and confirmed the issue was with the wires on the street and not my house, I told them no one would be home because I could not take another day off from work. It was understood that the technician could reach me by cell phone if he needed to talk to me but he was coming to look at the wires on the street. A visit was scheduled for the next day, Tuesday. I received a voice mail from the technician that he would be at my house in 20 minutes and would call me when he arrived. I never heard back from him and when I got home, my internet was still down. I immediately called Verizon to check on the status of the ticket. At first, the agent couldn't even locate my ticket but then informed me it was closed. I questioned the closure of the ticket since the problem had not been resolved. I then proceeded to be on hold for an HOUR while the agent tried to find out why the ticket had been closed. After an hour, the response was he didn't know and that I would have to open another ticket for an agent to come out AGAIN. The agent then insisted I needed to be home because the technician needed to check inside the house despite being told by me that the technician had already been in my house the day before and confirmed the problem was on the street. The agent then told me I needed to be home so the technician could update me. I told the agent the technician could call me on my cell phone since he clearly has the phone number since he called me on Monday AND Tuesday. The agent agreed and I gave my cell phone number again for the technician to call me. There are no appointments available until Thursday which will be 8 days since the internet went down. At this point, after 3 tickets opened, two that were closed without the problem being solved and two site visits with a third scheduled and 60 minutes on the phone,I am doubtful the issue will be resolved Thursday. I've reached the point where if the problem isn't fixed on Thursday, I am canceling my service with Verizon after six years. I shouldn't be paying for service that Verizon can't even provide because their own technician can't fix an issue with the wires outside my house.
This experience has been frustrating and the worst customer service I've ever experienced.

Your issue has been escalated to a Verizon agent. Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. Please keep all correspondence regarding your issue in the private support portal.
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.

Lousy Customer Service DSL experience​s

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Lousy Customer Service DSL experiences