Poor customer service -Broadband fault

Joined Bt in January and have had problems with broadband service every month.
Latest Problem was reported 25th July and only occured after a BT engineer had been working on the small gry BT box in the street.
after 2 weeks numerous phone calls and time off work still no resolution. have made complaints but like previous posts the BT customer service system is that you cant contact complaints or the department that deal with the faults the level 1 department have to get someon to call you back.
Wait 24 hours no call then i have to hpone again and go through the whole process.
on previous occasions BT spend 3-5 days investigating the fault to determine it is something in the exchange another 3-5 days and an engineer deals with the issue and i get (very poor) broadband for a couple of weeks till it goes off again.
I have paid 1 years line rental upfron and i am only 7 months through the 12 month contract but now want to cancel my BT contract and go with another provider.
Is there any possibility i can get out of this contract due to poor service & customer service?

as the link does not work then in order for the forum members to help please can you post the adsl stats from your router you may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or if HH4/5 then go to troubleshooting then logs and you are looking for 2 line together when hub last connected to internet and they will show your connection speed and noise margin or if netgear enter 192.168.0.1). Then run btspeedtester (MAC users may have problems). when first test completes then run diagnostic test and post the results ( do not reset the router).
are you connected directly via a filter to the NTE5 master or test socket or to somewhere else? Is the master the only phone socket in your home?
Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal
Someone may then be able to offer help/assistance/suggestions to your problem
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Similar Messages

Complaint over poor customer service - Broadband ...

Just thought I'd get this off my chest, as I'm fed up with BT retail and now looking to switch.
Previously no issues with service. My exchange implemented CN21 on 21st May. Since then I've suffer from random disconnection. The heavier the usage, the more frequent the disconnection. Approx 3 - 25 per day.
Both my wife and I work from home so it is pretty crucial to have a reliable connection for video/voice calls and vpn.
Intermittent disconnection occurs whether using HH 2.0b / HH 2.0a / Voyager 2500V. I kept buying new routers just in case it was hardware issue. Now have the 2.0b on as it is much light years faster in accessing admin menu than 2.0a for answers.....
Before CN21 I got about 5mb down / 446k up. After CN21 it improved to about 11mb down 1.2mb up. Happy days I thought, but then the disconnections and I now get about 0.5mb down 0.4mb up.....
I had some holidays and was working away for some weeks so I just got on with it when it dropped. When it became too annoying I reported at start of august to http://www.bt.com/consumerFaultTracking/ received an appointment. No engineer turns up.
Phone 08001114567. They say I should have reported it to them instead as method I used is only for phone line problems, not broadband. Actually the web pages are not that specific, otherwise I woudn't have reported in this way. It says 'Phone and Broadband problems'....
The first engineer arrives. Informs me that I haven't gone through last test of having adsl wired to test socket, and that, most likely problem will be in the exchange due to upgrade and that when many users log on its probably disconnecting me.
2nd engineer cannot find any issue with testing. Changes master socket with an ADSL 2000 variety (separate port adsl / phone) just in case. As he drives off I get another disconnection.
3rd engineer does not arrive. No courtesey phone call to let me know, not handy when time is money. After mentioning to 08001114567 on failed appointment that I did not got a confirmation call/text message confirming appointment like other times, they make another appointment. Mention that sometimes disconnection happens when 'analog' home phone line is called or is rung out on.
4th engineer arrives. Openreach phone directly to confirm appointment made. Engineer cannot find any issue with testing. Decides I needs master socket replacing just in case. Informs me next action would be a 'lift and shift' at the exchange, to stop any fault with new hardware card at the exchange, and that wholesale have to be convinced this is necessary as hardware is 4x more expensive.
Via BT retail some more remote testing on the line. Some thing may have been found. and connection is 're-built' with other 3rd party remote help desk. From here on in, the line speed starts to drop down to a few times faster than dial up. As it keeps re-syncing, it goes down to find a more stable speed.
5th engineer. Same internal testing no errors found. Confirms that connection and speed is the same at box at the end of the street as in my house. Outside property connection between street and property wiring also checked, and just in case a junction? is replaced.
More remote tests from BT retail remote confirm. What? Unknown... Unable to explain, other than we're doing some stuff. What Lift and shift is noted by BT retail as the next action.
6th engineer appointment made. As no confirmation received by text or phone, I call 08001114567 again so I don't waste my time with no engineer arriving like no.3. BT retail says 'we'll get on to them to check why no confirmation'. Couple of repeat follow up calls confirm that as no confirmation received, nobody will arrive. Interesting that openreach engineer does arrive and leaves card saying sorry we missed you....
7th engineer appointment. Helpdesk now says, you should not get a confirmation message, they just book it. An engineer arrives. He's a telephone engineer with no idea why he is there. He does some testing and leaves.
8th engineer appointment. This engineer is from 'Operate' who only work for BT retail. After 30 secs arrival armed with a new Home Hub, he admits he has no idea why he is here as he can see the ADSL 2000 face plate. Nothing he can do. Tells me that the next step is with BT Wholesale, and BT Wholesale do not visit properties. They do their stuff in the exchange and will not need to visit, so no need to waste time staying around for an appointment. After the wife gives him both barrels, making him squirm for 15 mins, who is the chief executive to complain to etc, he leaves, with a firm commitment that I will be contacted within 48 hours. This was last thursday lunchtime and its now monday evening. No phone call received....
New phenomenon since saturday I now also start to lose dial tone on 'analog' home phone line and cannot make call until router is reset or somebody calls me?? At the same time Broadband Talk VOIP phone line can still work.???
Ring BT retail. Adamant on the phone that I need to speak to a supervisor, I want to make a compaint, I want to talk to somebody who can make decision. Eventually baffles the helpdesk, as the discussion goes off piste from the pre defined script. Perhaps script runs out. Agrees for supervisor to ring me back in a couple of hours.
Supervisor rings back within couple of hours. Brilliant. No predefined script. Will follow up asap on both why nothing has happened, and also on potential PSTN phone issue. 30 mins later he rings back and says there is a fault with my phone line, phone line needs to be fixed, and consequently the broadband will hopefully then resolve itself. I'm patched through to a local call centre 0800 800 151. Sir there is a fault on your line, it has been reported to the exchange, they have to get back to you within 3 days, here is an email, here is a sms, showing how you can track the fault.
That's the theory.... hopefully by Thursday I have a reliable connection again.
I understand it can be a tricky situation finding out where there is an issue on an intermittent fault, it could be anywhere as you can't trace. What is unacceptable though, is that you have to start understanding somebody else's business to get things done. I should not need to understand relationship between BT retail / Operate / Openreach / Wholesale to get things moving. How can BT retail have a system where they cannot appropriately book appointments, and cannot see in other systems to see if something is booked. It's a massive waste of my time when nothing happens. I dread having to go through the call centre front line support, mostly it's a painful experience with polite people on scripts thanking me ever so much again and again. All the engineers arriving seem to hate the system. They have no knowledge of previous engineer visits and vice versa with BT retail.
Will it be any better elsewhere, I know there are limitations of the system that has been created, but the grass seems very green elsewhere.
I should add it took me 6 weeks to join BTBB in 2005! Countless help desk phonecalls, to eventually uncover stupid clerical error....

I truly feel sorry for you, I myself over the last two weeks have experienced the same problems
Twice no engineers called, and twice I have had engineers call and verify there is no fault in the home
like months previous, it's all been outside, I had lift and shift, Bas reset, exchange server and basically had so many questions from various people whio obviously have no understanding of what their engineers are telling them im basically on verge of a nervous breakdown after all the rubbish I have had from BT
Where am i now.... exactly where I was weeks ago except back then I had a whopping 356kb of speed and now i have no broadband signal whatsoever. and not had for last 7 hours
and this since their nice engineer visited about 8.30am yesterday morning who tested out all the same things and said exactly the same things as the Engineer who visited a week ago on friday (at least that one turned up)
I get phone calls on my mobile asking if broadband working ... yeah darn nice but not so nice when im at work or shopping and get the normal hang on 2 minutes, I have cancelled appointsments for no shows from engineers on two occassions, and your fed up if only itonlyitworked is a lot less than I am feeling
I feel I have no option now but to change providers as BT do not know what they are doing
and to be honest sad to leave BT after 27years but will have to to save my sanity
I personally would have left them years ago after various phone faults and disconnections and the same old **bleep** and in every case it has been a exchange or BT external error yet we have to suffer
and we only stayed with them due to my wife but even she has reached the stage where she has had enough also.
The biggest laugh of all was last Monday I spoke to accounts who offered me some a reduced rate to stay with BT broadnad for another 12months but i explained I could not agree to stay when I have no no **bleep** broadband... and he agreed and said he would put the reduced rate on my note then transferred me to the help desk which i was dreading.... well I was assured they would have this resolved by yesterday, So a engineer called and yip same old story and a bas reset.... we had some broadband but slow andtold it would speed up in 24hours... I felt confident so I phoned accounts to talk about reduced offer but lo and behold
typical BT no notes were put on account but they did have record of me speaking to accounts and how long and then them transferring me to help.... oh I found this astounishing
well today up till lunchtime brodband slow still and then after speaking to technical who came via remote access to pc and later find I have no broadband connection.... BT a total joke
I myself have a Virgin cable broadband hence why im able to write this reply
The only reason we got BT was for oldest sons Xbox/youngest sons school work and to have peace
and they have their own broadband
Boy peace is not something I am getting now and it's all down to BT
I am dreading the next phone call from them it's be the same questions and try this and that
The reason engineers dont turn up I think is because of a useless bunch of people have them running about to too many jobs testing the same things and they obviously cannot read notes left from engineers who call out and test out the same things needlessly.... ONCE should be enough and when a engineers actually phones and says the exchange has slow fault and he writes his report why the **bleep** does if take them to send out another engineer (who may or may not show) to do exactly the same.... I do not know why you survived 8 engineers appointments The stress of have four has worn me out, And i have the dread of knowing I will get a phone call tomorrow.
I must admit they are very polite but their understanding of things is terrible. they need reading lessons before contacting customers.
They also have to unsderstand that When a engineers runs his equipment in people homes and the tests show there is no fault in the home that there is no need to have to send out another engineer.
Just get the external fault fixed

Poor Customer Service and a Rude Associate

My wife's iPhone 5 recently stopped receiving cellular signal. We took it to the verizon store and they were unable to fix it. because it was less than a year old and broke due to no fault of our own the store said that they would send us a new iPhone 5. We gave them the address and associate, who was busy trying to sell us things for our broken phone, received our address. Today the phone arrived at the wrong address and was a an old flip phone. We called the verizon store and the woman on the other line told us she could not help us. She became very rude when we explained to her that we could not give her a reliable number to call because the phone did not receive calls. She told us that that was our problem and that she needed to assist customers. It saddens me that Verizon does not care about its current customers and has such poor customer service. I hope that someone will respond to this willing to help us resolve this problem. We have been verizon subscribers for more than eight years but are now considering other carriers.

Simple fix. First bring the iPhone to an Apple store they can warrantee it right there.
Secondly call 1-800-922-0204 and state the device sent to you was wrong, and went to a wrong address. Make sure you copy all paper work in case you have to take verizon to small claims court
If they tell you to send it back with their label get a copy of the label and insist the USPS scan the package when you send the clam shell device back.
Good Luck

Poor Customer Service

I am shocked at the level of poor customer service I get from Adobe sales reps on a consistent basis. It is as if Adobe assumes their products are without peer - so the sales team can take its customers for granted. I recently subscribed to the $19.99/month for Acrobat pro. I inquired if I wanted to upgrade to the full Creative Cloud for $49.99/month how could I upgrade. I received a wide spectrum of bizarre responses that ranged from, n you can not upgrade to you must first cancel your Acrobat subscription, pay the termination fee - and then create a new subscription for the entire Creative Cloud. Each sales rep seemed very tenuous at best and when I would inquiry further that it did not sound right - then they all would be very snarky and sarcastic. I was shocked at the level of unprofessional behavior from your sales team. It is as if Adobe does not have a culture of personal accountability when it comes to dealing with the customer.
I fine it very odd if Adobe is serious about providing CLoud Services, why it does not make the subscription model more flexible and upgradable for the customer. I am also not sure why Adobe does not make this something that a customer can simply do on their own by logging into their account. Evernote, Dropbox, Google - these are all services that allo the cusotmer to upgrade to more features and services online in a matter of seconds - as opposed to forcing customers to call in that crazy phone menu hell - then deal with snarky phone reps that sound unsure of themselves but then get upset when you ask follow up questions.

Attached is the letter I sent to correspondance, I haven't heard back from
them so I don't know if it has been addressed yet.
I was with Sprint for over 10 years, when I changed to Verizon my bill went
up, however I was willing to stick it out because the customer service was
so much better. I have been very surprised at the service I have gotten
through all of this.
I really didn't want to leave that post on the community board, but I was
not getting any help. However, today, someone was able to help me get the
Asurion claim for my sons phone. Kudos to that rep. It amazes me how I can
speak with 3-4 people, give them all the same information and EACH AND
EVERYONE of them gives me a different answer. I had spoken with probably 4
people before the one today and gave them the same information (probably
more) and not one of them resolved the problem the way this one did nor as
promptly!
Thank you for following up with me, I hope you can help me get these
matters resolved.
Tricia Godwin
On Sat, Apr 18, 2015 at 2:39 PM, Verizon Wireless Customer Support <

Is there anywhere to file a formal complaint about poor customer service in billing?

I would prefer a physical address or email address but I can voice it out on Twitter if preferred. I have had Verizon for FIFTEEN years. Non stop. 15 loyal years. Plus we have Fios and have had that for 4 years. I give Verizon a considerable chunk of my money. That being said, when we switched our bank accounts a few months back I made a mistake and picked the wrong account for our payment on the online payment system for Verizon. In fact I did it 2x. Which caused the payment to decline because we don't use that bank. I was rushed and made a mistake. Due to this I now have to get out cash and go into a Verizon Store and pay. This is craziness. And yes I am aware I can also call and dole out my credit card number to you over the phone. While that seems like a safe thing to do...... I prefer not to. Also I travel internationally for work which makes the call and the going to a store even more difficult. So as any reasonable person I call Verizon Customer Service thinking there must be some fix to this after all I have been with them so long. Well the first person admitted to me it could be overridden and transferred me to his supervisor who just outright refused. So there is your answer, Verizon does not care about loyalty or the 15 years of current payments. I want this addressed further and want to file a complaint. I also will leave Verizon the first chance I get, cell and cable. Amazing that a business can thrive with such poor customer service. Other companies I patronize recognize loyalty and reward it. Not Verizon. Lesson learned. I will be sure to spread this word far and wide. This could have been a simple resolution costing nothing for Verizon.

click here and scroll toward the bottom:
Contact Us | Verizon Wireless
You also could file a Notice of Dispute:
http://www.verizonwireless.com/support/pdf/Notice_of_Dispute.pdf

Unacceptable - Poor Customer Service - Liars - Crooks

Seems like I'm not alone with reading all these issues.
From a corporate standpoint, Verizon wireless' customer service is extremely poor! The cheapest excuse is that someone will call you and that your credits will be applied when no one follows through.
I had a bill for over 1G. An amount that I had never received while in any phone service - let alone anywhere else. Apparently after speaking with more than 20 representatives, my plan was screwed up when it was changed over. No kidding?!?! On top of that, I was charged a $599.99 phone replacement fee over a phone that "I thought" was returned and taken care of 2 months ago. So I thought...
Previously I had a Droid Razr Maxx, which was garbage! I returned a brand new phone for a used one over 7 times. You would think that as much as Verizon robs of you, you would receive a brand new phone when having issues. Wrong! They greed of money only offers you used phones and they have the nerve to convince you that they are not. After the 7th time of replacing the phone - I had gone personally to the Verizon store and expressed to them my dilemma. The representative who assisted me suggested that I call Verizon and request a different brand. I did as suggested as soon as I arrived home that same day and I was sent the Samsung SIII. At this point, I had told the representative to cancel my order for the replacement of the Droid since they were sending me the Samsung. Two months later, I'm still fighting a $599.99 charge over something that I thought was taken care of. You would think that after 7 times, this would be second nature to me in knowing exactly what I need to do with replacement phones. Besides this, they are asking for verification over something that was done and settled with...so I thought.
The following is the calling log I have gathered thus far. Not to include the calls I previously made prior to the 12th:
3-12-13 – Cory Representative stated my phone plan would sum up to $126.20. Two supervisors verified the information was correct and credits should be applied. Still waiting...
3-16-13 – Zack Representative. Credits pending.
3-19-13 – Rodriguez Representative stated credits pending, requested and transferred to a supervisor.
3-19-13 Supervisor – Ebony (Washington State) ***$599.99 credit to be applied*** Ebony stated that because of company protocol, she could not process a credit for more than $600 and that it would take a couple of days for the credit to be applied to my account. She ensured me that she would return my call personally and that once the credit is processed, my account should amount to $124.00 as promised by the previous rep. Since then, I have not received a call from Ebony.
Throughout the week, I kept receiving messages from Verizon in regards to interruption of service till the Friday, March 22nd where I received a voicemail stating they would disconnect my service if a payment was made.
3-22-13 Spoke to Dorothy representative who gave me a number of a supervisor named Marcy and apparently gave me her direct number at 585-XXX-XXXX. Since then I have called this number and I've received nothing but voicemail as if the phone is shut off and never turned on. If you ask me, I was fooled again into a bogus number.
3-24-13 Voicemail to Marcy
3-25-13 Voicemail to Marcy
3-25-13 Spoke to yet another supervisors who I had re-explain my story and to no avail was useless.
3-25-13 Spoke to Michael representative – stated that Ebony tried calling me 1:50pm on March 25, 2013. I find that hard to believe when there was no message or phone call recorded. No surprised! Michael ensured me that Ebony would try again the following day, March 26 at 1:00pm.
3-26-13 Spoke to another representative who transferred me to the fraudulent department who again, was useless and had the nerve to tell me that I shouldn't of waited 2 months to take care of the situation. I'm sorry, did he not look at my records of calling several times since the charges were posted. I'm sorry, this reflects the poor customer service of a company that cannot get there act together and resolve their discrepancies to rob customers. I don't understand how promises are constantly made that are not fulfilled, incorrect information is given and supervisors have no clue of what their responsibilities or authorities are.
3-26 – Spoke to yet another representative; Michele who stated Ebony would follow up at 11pm. What company contacts their customers in the wee hours of the night? Then she changed the information and that it would be by 9pm. Then she stated that she couldn't promise me that she would call. On top of that, I'm not sure if I should hold my breath since anyone who claims they'll call or follow up with an email on the credits does not follow thru. In addition, they have no idea who the people are - they can't give out information and they themselves cannot contact them. POOR CUSTOMER SERVICE!!!
<Post edited to remove the phone number per the Verizon Wireless Terms of Service.>
Message was edited by: Verizon Moderator

You spoke to Ebony in Washington, the 585 area code is in upstate NY...when you call customer service you get connected to whatever agent is available to take your call in whatever call center across the country. The agents and supervisors don't know each other and they probably are not actual Verizon Wireless employees but work for competing call center companies which staff hundreds of people rotating shifts throughout the day. My advice, quit waiting or expecting a call back from this one person. For all you know Ebony took a job at the AT&T store as a manager and you will never hear from her again.
If you are waiting for credit wait until you get your bill and see if credit has been applied to that. Log into you account online. I understand that you are trying to get a problem resolved but you've got to just block off some time and call customer service. Stay on the line with the agent you are connected to initially and don't ask for anyone else or to speak with a supervisor right away. If they have to put you on hold let them but do not ask them to call you back or as for someone else to call you back. Honestly, I would never buy it if they said they would personally return my call.

Poor, Poor, Poor Customer Service

December 18, 2012
Lowell C. McAdam
{edited for privacy}
Annual Account Value: Approximately $6,000.00 annually
Dear Mr. McAdam:
I am a Verizon FIOS customer with a bundle (landline, wireless, cable, Internet) who has been with your organization for almost 10 years who is writing to let you know of my extreme dissatisfaction with your Verizon customer service (or lack of it), which seems to have deteriorated beyond repair. I will try to keep this brief and to the point, but I have had unresolved phone issues for almost a year now that no one in your organization can fix.
1)    The first landline number I received from you all was the end recipient on a “robo-call” list where I would receive hundreds of phone calls a day, even though I immediately signed up for the “Do Not Call” list upon receipt of the number. It was obviously a bad number that needed to be removed from your system. After a very long time (months or even a year), I switched numbers after much time unsuccessfully spent researching and trying to fix this problem.
2)    On the second landline number that we implemented, which we had for almost a year, someone had hijacked our home phone line (perhaps a hacker, no one knows) and was using it to dial callers in our local Tampa area market. Needless to say, we received many threatening and obscene phone calls in return (when they hit re-dial), which we have documented. We have spent countless hours each week with various customer service representatives (and various other individuals when the call was escalated) providing them with the Caller ID information and the Caller ID name trying to resolve the issue. Over time, I probably spoke with 10 or so different individuals on this issue, none of whom seemed to know how to fix the problem.
There was one representative who said a network engineer would put a “digital bug” in our FIOS box to find out who was performing this fraudulent activity so that we could correct the issue. When nothing happened, no communications, nothing, I called back and yet another customer service rep assured he was escalating this issue to the “War Room” and they would fix the issue so I did not have to change my number again. He promised the issue would be resolved in no more than 5 days, or at the very least, some form of communication would occur. This was weeks ago and I never heard from him or anyone else in your organization with any form of follow-up.
3)    After months and months of trying to resolve this issue, finally, in defeat, I requested a phone number change after learning it is virtually impossible and cost-prohibitive to “unbundle” the services (which I am pretty sure is illegal). Both this number and my old number have a “disconnected” message on them when dialed now.
4)    Now I am with Verizon’s “Order Escalation” team to execute a simple phone number change. I requested the phone number to be changed on Friday of last week and it is Tuesday and the number still DOES NOT work. I am currently with your “Order Escalation Team” to fix what should have been a 24-hour-turnaround.
5)    After all this, one might expect a fair discount to their account, but I have never been given one or offered one, even when I ask.
We spend more than $6,000.00 with you annually. This may not amount to a lot to you in the scheme of things, but I would hope you will care enough to rectify these issues so that we do not have to change carriers, or worse, look into possible legal options. I am sure you probably do not care and you say to yourself, “So what? This is only one customer,” but if you go online, you will see what legions of customers are saying. You might be the “big dog” now, but when you falter, and all companies with this low degree of customer service do, just remember that giants fall hardest of all.

Fellow subscriber,
As I understand your post... you have issues with 2 different phone numbers.
1. Line 1, You got lots of calls that weren't for you.
2. Line 2, A robo-dialer is faking your number on caller-id when it dials out.
While I understand your frustration with this situation, I also understand why you weren't getting the help you wanted from Verizon. Having been in the phone industry since I was young and skinny (Mid 80's); I can confidently inform you that other than offering a new number, neither Verizon nor any other phone company can fix these issues, both caused entirely by a 3rd party.
You cited poor customer service... what did you expect from your phone company to do about the 3rd parties abusing your phone number?

Going back to Comcast--Verizon poor customer service

Well, I'm going to have to terminate Verizon FIOS. I switched from Comcast, thinking the internet speed would be higher and overall service would be better, but so far my experience with Verizon has been terrible. Although (according to my contract) the fiber optic line would be run underground to my house prior to installation, it was not. In fact, on the day the service was installed, there was no cable so there was a delay of several hours waiting for a cable drop to the house so installation could proceed. A cable drop means the cable was run to the house above ground. Since the installation on April 1 (yeah, I know) Verizon has "promised" the cable would be buried on 5 different dates. Each day came and went, with no cable burial. Furthermore, there was no call from anyone to let me know the cable would not be buried on the day as promised. This has been a problem, because they require our dogs to be kept out of the back yard so they can do the cut over with the buried cable. This means we either had to stay home so we could confine the dogs when the installer showed up, or keep the dogs locked in the garage for several hours if we had to leave. Don't bother calling their tech support line to resolve the problem--their standard response is to say they will contact the department that schedules the in ground installation and I would get a call back withing 24 to 48 hours. I've been told this 3 times on 3 different occasions, and never had a call back. Yesterday I was told that the contractor would be out today to bury the cable, and they even had a work order number to confirm the appointment. Nobody showed up today, and no call back.
Now, Comcast may not be superior to Verizon FIOS, but in the 2 years I was with them they never lied to me. Verizon has lied to me (unintentionally, perhaps) at least 5 times so far, and no one has ever had the courtesy to contact me when an appointment was broken to let me know it would not be kept.
I plan on terminating the agreement with Verizon and going back to Comcast. According to my contract, Verizon was required to install the FIOS cable to my house--prior to installation--in the same manner as the copper wire; aerial or buried. Well, the copper phone line and Comcast cable are underground, but the FIOS cable is still lying on top of the ground. Breach of contract.
PS--although the service I signed up for promises internet speed up to 10 Mbps, the fastest I've seen so far has been closer to 5. Comcast was faster.

A poster wrote: "IMO all these Unions & Contractors should be gone. "
The unions have nothing to do with this...let's keep the blame where it belongs. 1) unethical, unreliable, and unresponsive contractors, 2) lack of oversight from Verizon, and 3) unresponsive, no follow up/less than stellar Verizon customer service.
Verizon...or better...Ma Bell....was at one time THE BEST SERVICE PROVIDER BAR NONE. That sadly has gone the way of the do do bird...They've dumbed down their techs, compartmentalized their "mindbank". There are very few techs who know more than "one thing" anymore. When companies slash budgets to remain competitive...invariably customer service and repair suffer...
I too have some issues with Verizon's customer service. I was a land line customer for well over 20 yrs until I had a repair issue and was told on 5 different occasions that a repair tech would be out to do the repair...they never came...they never called. My screen name is dtmfman...for anyone who doesn't know it means dual tone multi frequency...in lay terms...dial tone....Yes I've been a voice person for well over 30 years....so after 5 missed repair visits and no calls....I disco'd my land line service and now use only my cell. I'm sure at the time they (Verizon) probably thought they wouldn't miss my $40+/month income....but more and more people are fed up with poor customer service and have followed my exodus.
Back on topic...Yes sadly the buried cable issue seems to remain a big problem for Verizon. It happened to me. But..I have to say...once it did get resolved....I haven't had many problems...I too was a comcast customer...but I would NEVER go back unless Fios was discontinued...or they finally have competition in the "fiber to the house" arena.
Right now...my issues are questionable data transfer speed....and of course less than stellar customer service...
Good luck....
Message Edited by dtmfman on 05-06-2009 05:00 AM
Message Edited by dtmfman on 05-06-2009 05:01 AM
Message Edited by dtmfman on 05-06-2009 05:02 AM

Filing a complaint for poor customer service

Can anyone tell me how I go about filing a complaint for poor customer service? Funny when you speak to Verizon representatives they always want to know how the service was until you get someone on the phone who knows they done nothing to help. Than they don't ask, don't care, won't put you through to someone else, won't call back, and leave you w/no answers.

Just hop on over to Google and try and find the names of some key players at VZW and search for their contact info. It took me every bit of a minute to google and find the website people. It has the name of some key folks and contact info...send them an email and voice your concerns. Will it help...who knows...but at least you'll feel better knowing you tried... Good luck with whatever issue you're having with VZW...
Executive Biographies - Verizon

Poor Customer Service Received

Just to help myself feel better. Yesterday, May 29,2014 had a very bad experience at a Verizon store in Macon GA at 4590 Billy Williamson Dr. Was greeted by a lady with an ipad in hand. When asked what she could help us with today I responded that I wanted to see if I was eligible for an upgrade. She entered my name and cell number on ipad and said there were four customers ahead of myself. I knew I was in for a long wait but decided to stay until my turn. After sitting there for about 30 minutes I had noticed two salespeople exit to their cars. Closing time is 8 pm and it was about 7:30. After a long wait of 57 minutes I saw her point my way to a salesperson. He stayed behind counter and she approached us and asked again, what can she help us with today. I repeated, I wanted to see if I was eligible for an upgrade. She asked and entered my cell number and responded that out of three phones an upgrade would not be until September of this year but I could opt for a plan that would be about $29 more a month to upgrade. Now, I have been sitting there for almost a hour and it took her about 45 seconds to answer the question I had when I first walked in! Time can not be bought and I was so angry about the poor customer service I received at that store. She could have looked up the info at beginning and I would have been on my way. I can assure you that Verizon may have all the customers they will ever need but when my contract ends they will lose my business which is about $200 per month. Very poor customer service at the Billy Williamson Drive location in Macon Ga.
Thank you, feels better just to sent this!
Rhonda

Brian68, Thank you for your reply. But that is because most have a 2 year contract and can't afford to go elsewhere. I'm sorry for being so firm, but I think Customer Support is a thing of the past. Thank you anyway. Hope you have a wonderful day! Dianne
Date: Sun, 19 Aug 2012 07:57:47 -0600
Subject: Re: Very poor customer service email received back on my cell phone! - Re: Very poor customer service email received back on my cell phone!
                                                                                Re: Very poor customer service email received back on my cell phone!
    created by Brian68 in My Verizon - View the full discussion
diorrell wrote: This is totally uncalled for....Verizon needs to shape up or you are going to lose a lot of customers!!!!! DianneVerizon is not going to lose a ton of customers. Their churn rate for the 2nd quarter of 2012 which ended on Jun 30th was 0.84%. Which means 99.16% of the customers they had on March 31st 2012 were still with them on June 30th 2012.
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Poor Customer Service/Billing

I went into the store located in Sumter, SC to merge my account with my girlfriend's to save money. She was on a data plan and I was not. We upgraded mine and went with the new share everything plan. My complaint is the fact that either the store employees were unable/unwilling to give me a bottom line on what this would cost between the three lines on my account plus adding hers. The sales rep stated that the primary would be "about $100 and $30 for each additional line but this does not include taxes and additional fees". I asked several times for what the bottom line cost would be and was told they did not know. I find it highly unbelievable that their billing department can figure this out in the next 30 days, but no one in the store can tell me what exactly our new combined services will cost. Very poor customer service. If this plan ends up costing more than what we started with, you can bet I'll be canceling my services.
A. Clark
Sumter, SC

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Poor Customer Service at Eau Claire, Wisconsin Corporate Store

We had a prepaid Verizon account and wanted to cancel the line and add a line (#6) to our main Verizon account.   My wife was told she would have to open up a new Verizon account and port the prepaid number over and then come back the next day and cancel her new account and move the line to our main account (no, they said they couldn't just issue a refund on the balance on our prepaid account).
She went back the 2nd day and was told that there was an issue with her identify and that she would need to give the Verizon store a copy of her Social Security Card and her driver's license so it could be faxed to the Verizon credit team.    Of course, she refused.
I went to the store on the 3rd night and talked to another representative who tried to force port the prepaid number over to our main number. He was unable to do so and told me that my options were to give them a copy of my wifes SSN card and driver's license or lose the $130 balance. I said that a 3rd option was for him to credit my main account $130 and I would cancel the prepaid account and "lose" the balance. He said he would have to talk to his manager.
When the manager came out she said that they could not issue a credit. I asked, "can't or won't", and she said that since I had the option of giving up my wife's paperwork (ever hear of identity theft), they would not issue a credit.   I talked to her about identify theft and that our banker advised us never to give copies of our SSN or Driver's license. Her response was "well, I guess you have to decide if you want to trust your banker or your wireless provider".   I asked her why they just would not issue the credit   I asked her if she was ready to lose a 5 year customer who had 5 lines (going to add #6) and she said "what do you want me to do, write you a personal check for $130?"     The conversation continued until I finally left the store.
That night I called Verizon customer service, canceled my prepaid account (so I thought) and opened up a new line with a new phone. (I accepted the terms and also accepted the terms via e-mail and got a confirmation that I had accepted)
The next day I checked on the status of my order and it was blank. I called customer service again and was told for some reason my order was canceled. I then went through the process again and was told that my new phone would be shipping out and that my account had been credited $130.
Checked my order tonight, no update. Called customer service and it showed as canceled again.   My credit was not on my account either.   I have now spent 4 hours on the phone, 3 trips to the corporate store and still can't get a line added, a phone shipped and my prepaid balance credited to my account.   The Verizon customer service reps have been vey polite and have tried to be helpful.
How do you get in touch with someone at corporate to let them know about the poor customer service at the Eau Claire corporate office, and also let them know that their practice of asking for SSN cards is a very bad practice???

Hello sellyourstocks,
Welcome to the forum, and thank you for sharing you for sharing your feedback regarding your visit to our Cary, NC store. As a mother of a 6 year old I can definitely understand wanting to give your daughter a treat for behaving well in the store. It sounds like no one made the effort to help you obtain change for the gumball machine, and I'm very sorry for the disappointing experience you encountered
Offering no less than stellar customer service is one of our top goals, and even though it was a small thing like changing a dollar, someone should have been able to assist you. I appreciate very much you bringing this to our attention, and I assure you I will be documenting your experience for review.
Once again, I am sincerely sorry for any frustration this has caused, and I hope you will give us another chance in the near future to offer you a much better experience.
Respectfully,
Maria|Social Media Specialist | Best Buy® Corporate
Private Message

Poor customer service from billing department

Earlier today I posted a message on this forum regarding a poor customer service experience from the billing department and seeing advice from the community on how to deal with it, and how much to put up with before cancelling my service.
In summary, I have been dealing with Verizon on a billing issue for six months - every month, my bill has the same error (a promotional credit I was offered when I signed up, which I have in writing, has not been applied to my account.) Every month, when I get my bill in the mail, I call them and try to get it resolved. Every month they say they will put in a trouble ticket to have the credit applied. Every month, it fails to get applied. This month, after being on hold for over half an hour I was disconnected. This month, a supervisor has "promised" to manually apply the credit each month if it is not fixed by the trouble ticket.
Is this problem typical? Does it typically take 6+ months for Verizon to fix a billing problem? How long do people typically put up with being over-charged for service before cancelling that service? I'm interested in hearing from other Verizon customers

Was this problem ever resolved. I have been dealing with a similar situation for the past 6 months and would be curious if Verizon ever fixed it. Thanks!

Re: Poor customer service-very disappointed

I called Best Buy Rewards customer service for missing points and 3 times I was put on hold and the agent never picked up the phone. On the 4th time, I asked to speak to a supervisor and was put on hold again and again nobody picked up. I made a $1600 purchase that was 3x the points and never got the points and customer service does not want to help. Very poor customer service for a big company like Best Buy.

Good afternoon madaraseafood,
Welcome to the Best Buy forum, and thank you for connecting with us.
It is entirely possible the agent you spoke with put you on hold in-order to review your My Best Buy™ account, but there is no reason you should have to spend a portion of your day sitting on the phone. That is not the level of customer service that Best Buy strives to provide, and that is why I would suggest coming to the forum first if you have any future My Best Buy™ questions, as I am always happy to help.
After reviewing your open case, it appears the purchase in-question was made at one of our Pacific Sales stores. The points for an eligible Pacific Sales or Magnolia purchase do not post to a member's account in the same way as those for an everyday Best Buy purchase. It can generally take between 20 - 35 days for points to post, which does not start until after any scheduled deliveries are completed.
While we do need to wait a full 35 days before looking at any other options, I would like to gather some additional information and go over your My Best Buy™ account with you. To accomplish that, I will be sending you a private message. You can check your private messages by logging into the forum and clicking on the little yellow envelope icon at the top of the page. I look forward to further speaking with you.
I hope that you enjoy the rest of your day.
Derek|Social Media Specialist | Best Buy® Corporate
Private Message

Very poor customer service email received back on my cell phone!

I want to complain about whoever responds to questions you post on the forum. I won't tell you the "fake"name. She sent me one email and said I sent my questions to the wrong place. I replied and told her I didn't know. Said I should have used the forum. I replied again to her email on my cell phone and said I was sorry didn't know where forum was and that she had not answered any of my questions. She immediately replied, I'm NOT INTERESTED IN THESE EMAILS ANYMORE, OR WANT TO CHANGE HOW OFTEN THEY COME? UPDATE YOUR EMAIL PREFERENCES.....OTHERWORDS "YOURSELF".
You all are there to HELP, at least I thought so. I am very frustrated and disappointed in this reply. I am going to report this to a manager if I have to!
I replied to her, thank you for not HELPING me (just to kind of be nice about it).
This is totally uncalled for....Verizon needs to shape up or you are going to lose a lot of customers!!!!!
Dianne

Brian68, Thank you for your reply. But that is because most have a 2 year contract and can't afford to go elsewhere. I'm sorry for being so firm, but I think Customer Support is a thing of the past. Thank you anyway. Hope you have a wonderful day! Dianne
Date: Sun, 19 Aug 2012 07:57:47 -0600
Subject: Re: Very poor customer service email received back on my cell phone! - Re: Very poor customer service email received back on my cell phone!
                                                                                Re: Very poor customer service email received back on my cell phone!
    created by Brian68 in My Verizon - View the full discussion
diorrell wrote: This is totally uncalled for....Verizon needs to shape up or you are going to lose a lot of customers!!!!! DianneVerizon is not going to lose a ton of customers. Their churn rate for the 2nd quarter of 2012 which ended on Jun 30th was 0.84%. Which means 99.16% of the customers they had on March 31st 2012 were still with them on June 30th 2012.
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>Post edited to remove personal email address<
Message was edited by: Verizon Moderator

Poor customer service -Broadband fault

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