Very Poor Customer Service from Verizon

I want to complain about the very very poor service I have received from Verizon. Since I activated my 3.0MB DSL plan in Sept. I have yet to get an upload speed greater the 0.9MB. I have called Customer Service 2 times, each time I was on the phone for 2 hours and at the end of each conversation I was told that a field service agent would be dispatched to the area because there was a problem with the out side line. I have even sent them emails and feedback, nothing. I ran their in service agent and it too showed a download speed of 0.7MB.
Yet I am still being charged 39.99 each month. Its a New Year and I am still waiting.

#1 Visit http://www.giganews.com/line_info.html and post up the Traceroute the page shows, if you wish. Be aware that the final hop (bottom-most line of the trace) will contain a hop with your IP address in it. Remove that line. What I'm looking for is a line that mentions "ERX" in it's name towards the end. If for some reason the trace does not complete (two lines full of Stars), keep the trace route intact.
Can you provide the Transceiver Statistics from the Westell? Visit http://192.168.1.1/for me and do the following:
1: If you see a Blue and White Westell page, mouse over Troubleshooting, go to DSL, and choose Transceiver Statistics. Copy/Paste the information on that page.
2: Go to System Monitoring > Advanced Monitors > Transceiver Statistics. Copy/Paste the information on that page.
3: Try visiting http://192.168.1.1/transtat.htm which is a direct link to the Stats on older modems.
If you need a Username and Password, try the following:
admin/password
admin/password1
admin/admin
admin/admin1
admin/Serial Number.
By Serial Number, I don't mean type in the words Serial Number. I mean find and type in the serial number found on the bottom of this router.
If you are the original poster (OP) and your issue is solved, please remember to click the "Solution?" button so that others can more easily find it. If anyone has been helpful to you, please show your appreciation by clicking the "Kudos" button.

Similar Messages

Poor customer service from Verizon wireless

I suspended one of the telephone numbers on my account in June, I was not told at the time in 90 days I would begin to be charged again for that telephone line $9.99 plus surcharges. Unknown to me I have been paying for over 3 months a line charge for a cell phone I no longer have, for a phone number I no longer use. I called customer loyalty tonight, if you can call it that,
and was told the line charge and the surcharge is for saving the telephone number. This is for a line I no longer use that does not as of today have a cell phone for. They would not offer me any credit on that phone line even though they admit it is not in service. I have been a cellular customer with VERIZON for over 10 years where is my loyalty? I will tell you where it will be with SPRINT when my contract expires. I am a small business owner and I have credited customers who had a legitimate complaint to keep their business. I am surprised for the small amount of credit Verizon would be willing to lose another customer.

These forums are dedicated to Residential products and services offered by Verizon.
For help on Verizon Wireless issues, please post your topic on the Verizon Wireless Community at http://community.verizonwireless.com/

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.
                             Not interested in these emails anymore, or want to change how often they come? Update your email preferences.
>Post edited to remove personal email address<
Message was edited by: Verizon Moderator

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!

Verizon FiOS Early Termination Fee and Very Poor Customer Service

I posted this as a reply to an earlier thread... but think it deserves a little more attention.... please read. Thank you.
Re: Verizon FiOS Early Termination Fee -- Salesman AND Manager lied
‎08-09-201402:03 PM
This is one organization that I will never do business with agan. You live and learn these days!! They are insisting on charging me the early termination fee of $110.00 even though Verizon DOES NOT offer service in the area I am moving to this August. My conversation with them today started like this:........ I asked if they had service at my new residential address. They indicating they did not and then I was immediately transferred to their "disconnect" department. In this "disconnect" department..... I was told I would have to pay that termination fee anyway regardless of the fact that Verizon does not offer service in that area. This was stated per someone named "Jay" representing Verizon.... This Jay would NOT even consider waiving the termination fee at all... so I asked to speak with his supervisor and got some complete jackass named Freddy who also tells me I must take the HD Set Top boxes to a "corporate" UPS location and that they will not waive my termination fee just because?? So I asked for his last name... which he did not give me... but did give what he said was his employee ID number. ( who really knows if that was a legitimate ID number anyway) So why is it that they would not be willing to waive the fee?? For me ...it is simple to explain..... Because I complained about it.... that is why!! Verizon is very wrong here and this "Freddy" character should be immediately fired. The company's customer service does need an immediate overhaul.... and this Freddy guy is playing with the good name of what once was a very reputable company. However... now.... because Verizon have no legimate process for immediate or quick complaint resolutions, they are quickly becoming a company that many people do not want to do business with anymore. I had a similar experience with Verizon Wireless as well; when I cancelled their service earlier this year..... It is not that the fee that bugs me so much.... even though it makes little sense......It is Verizon's lack of professional customer service and the questionable ethics of many of this company's representatives that has left such a distaste that I will never do business with them anymore. Just my 2 cents... for what it might be worth.

I have also had horrible service with Verizon customer service and their ETF. I moved to a new area that Verizon fios does not cover. When I moved into the new house a few weeks ago, I attempted to cancel their service, but I was told I had to keep it until my phone number was ported to Charter. I called Verizon to cancel my internet/Fios TV only and they said it would be taken care of.
Charter sent a request to them on 11/24/14 to port my phone number and Verizon denied the request a week later. I initially thought it was Charter messing up the port but come to find out, it was Verizon. I called Verizon on 12/08/14 and I was told they denied the port due to an "outstanding" bill. Well that bill was for the month in advance, which doesn't make sense because I had already canceled the service. So they were charging me for the phone, internet, and TV at an empty house. Verizon made me pay the bill so I could get my phone number ported. I paid the fee and they said the the number was ready to be ported. On 12/10/14 I received a call from Charter saying Verizon denied the port AGAIN!!!. So I called Verizon and according to them, Charter never requested the number. That doesn't make sense because I’m sure Charter is doing everything they can because they aren't being paid until that number gets ported over.
I asked the Verizon agents to give me something in writing so I could put it back on Charter but they refused to do so. (Charter gave me written proof documenting Verizon denying the port, so I know Verizon was lying.) So after dealing with Verizon and their laziness I canceled my phone number, which will cause me a lot of heartache in the future. The agent then asked if I was canceling the FIOS TV and Internet. I told him it should have already been canceled, but it wasn't. So they said it will cancel today after they already took my money for the month.
I asked to speak to a supervisor and they agent said, "Why, she wont be able to do anything." I asked him again and he finally agreed to transfer me over. After a 10 minute wait a lady named Karyn I believe, answered the phone. I explained to her how my phone number was not being ported and she said "We don’t block a port, Charter must have messed it up.” I asked her for written documentation and she refused to provide me with anything. I explained to her the reason why I had to move into a new house, due to work and my safety and she said, “Well if your military I could help you but I’m sorry I cant.” She said the only way to get out of paying for the ETF, is if I was deployed over seas fighting a war. Then she said if someone were to die, she could waive the fee...thats ridiculous.
I asked her if I was going to have to pay for the past few weeks of my service, even though I tried to cancel it and they held up my order and she said, “Ill credit you $11.00.” Thats nothing when my bill is $150.00 a month. She did nothing to help even though Verizon dropped the ball on this. Over all I am very disgusted with the employees and supervision with Verizon and I will most likely never to business with them again, unless they admit their mistakes and make it right. I have given them thousands of dollars and hours of my time and this is how they repay you. Oh and by the way, they want me to drive down to the UPS store and return their boxes for them. So they can inconvenience me further.

Very poor customer service!

My wife and I have just switched from AT&T Wireless to Verizon as we will be spending the next year in an area of California that only Verizon covers!
After being with the same company for about 15yrs (ATT&T Wireless was called Cingular before 2005 ) I have to say my 1st experience with Verizon's customer service today was appalling!! I spoke with the 1st person who I had pass me on to a Supervisor and after hitting a brick wall with her another Manager and the attitude was terrible!! really terrible!!
When we went into the store and made the "switch" (2 x iphone 5's, share everything deal 6gb data etc, we had the sales person write down on a piece of paper everything that we would pay, But, when we got the bill there was 2 x $35 activation fee's ($70 total) and even though as all 3 (so called) "customer" service reps kept on reminding me "it is on the paperwork that you signed sir!" (in a very arrogant tone I might add) they failed to understand the very 1st thing about Customer Service and TWO of them where Managers!!!!
I'm not disputing that I signed a contract and that somewhere in that contract it states that we have to pay two $35 activation fee's but the fact that they where totally dismissive about what we had been told & what the Sales person had written down by just saying "well, I wasn't there so I don't know what was "actually" said" Basically this is the same as saying my wife and me where "lying" or they just didn't believe us!!!!!
I deal with clients all the time as my wife does in her business and the 1st rule of thumb in Customer Service "101", "keep the client happy" and even if you can't, never be arrogant or insulting and never,EVER say "well sir I'm sorry but there is nothing I can do for you" because you can bet your life if that was a Sales person trying to get you to sign up with them they would be bending over backwards to make it work. If you can't help in one area help in another "I'm afraid we can't waive those fee's sir but what I will do is put a $50 credit in your account as I understand that you where misled and we value you as a customer" Always compromise and grease the wheel, thats the way business is done!!
In all the years with AT&T whenever we had a billing issue they would (within reason) take the disputed amount off our bill or throw us a bone in another way to keep us happy as customers!!
1st impressions at Verizon is they have NO IDEA what Customer Service is!!!
A very disgruntled NEW Verizon customer!!

please remember I am a customer just like you. Now having said that why do you think you should have two activation fees waived because you had the sales person tell you that you would have to pay them?
by reading your account of what transpired I have the impression that because you called verizon and did not like the fees they should throw you "A Bone" and remove the two fees of $35 each line.
In this case I would say no that isn't going to happen and you knew the prices when you signed up for service.
There is no entitlement feature when you buy service, verizon would have to give that same bone to others that call and say they shouldn't pay the activation fee. which is not going to happen.
if you had a legitimate over charge or a double charge than I would say you are in the right. but not in this case.
And the customer is not always right, customers will lie, they will cry, they will make up any excuse they can to have any company give them what they ask. That is no way to keep a customer happy. its fraud and deceit against a business.

Very poor customer service - manager hung up because he didn't want to help or it was almost 9pm EST

Hello,
Today I realized that even I have became victim of this hidden undisclosed charge which seems to be a SCAM and not treating customer fairly. I was charged $64.99 just for running a wire for TV which is on the other side of the wall in my house. They were just holes that I could have done. It was not an outlet (like electric outlet set up) that the representative and the manager said I was charged for.
Before, ordering the FIOS triple play service I asked the verizon representative online if there is any installation fee but I was told that installation is free if I signup online. I did signup online and tech came to setup. I asked him if there are any charges in making holes and I was told that everything is included but didn't say that I was going to be charged 64.99. He did not install a jack or outlet. They were wires and holes. The tech did a good job in trying to hide the wires and drilling holes but no outlet was installed.
I received my first bill and I was charged $64.99. This is a sham attitude towards the customer by Verizon and from this forum it looks like I am not only the victim. I called with verizon customer service today and she said she cannot do anything about this so she transferred me to a "manager." The manager was not very helpful. I explained my situation and he was not trying to listen because he said that all he can see is "billable.'" Eventually, he hung up on me. I called back and realized that the customer service is closed. I am assuming that the manager is getting ready to leave that's why he hung up.
I am not sure what is worse.. being lied about the charges or hiring incapable managers.

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.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. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
Please keep all correspondence regarding your issue in the private support portal.

Pandora Doesn't Work on Droid X2-Bad Customer Service from Verizon

This probably isn't news for most Droid X2 users, but my husband can't get Pandora to work on his newly purchased Droid X2. What's really frustrating is that we went to our local Verizon store to pick out a phone for my husband because he wanted to listen to Pandora at work & neither one of us was at all familiar with android phones. We told the salesman that we were newbies & asked his advice on which phone to get. This guy(Fred) assured us that he was a pro & he listened to Pandora all the time on his Verizon phone. He specifically recommended that we get the Droid X2 for listening to Pandora. Unfortunately we did as he suggested & signed on. It took my husband way more than the allotted 14 days to familiarize himself with using the Droid, let alone Pandora. By the time he felt comfortable using Pandora on his phone at home (using the WiFi), it was past the 14 day trial period. That was when he discovered that Pandora wasn't working right on his phone without the WiFi. Naturally he assumed he was doing something wrong. Then we checked into the problem online & discovered that the Droid X2 was infamous for not working with Pandora.
We went back to our salesman,Fred, & asked him for help in getting Pandora to work. This went on for a few weeks and eventually he admitted that in fact Pandora doesn't work on the phone he recommended to us for just that use. We assumed that he would help us in upgrading to a phone that would work since he was the one led us astray. That was when he went into standard Verizon mode & told us that our 14 days were up & there was nothing he could - or would- do to help us. So we contacted Verizon directly & were told the same thing.
Is this kind of bad customer service typical of Verizon? I don't understand what the big deal was about not helping us to fix our salesman's mistake. If we'd made this mistake on our own, I could see Verizon telling us that we were stuck. But we told them we were newbies & asked for their help.
I'm really disappointed because I bought this phone for my husband so he could enjoy Pandora at work. And now he's stuck with 2 years of making do with other services & hoping that maybe Pandora will help him out. Does anybody have any suggestions as to anything we can do to make this sorry situation work? Thanks.

Milkring wrote:
This probably isn't news for most Droid X2 users, but my husband can't get Pandora to work on his newly purchased Droid X2. What's really frustrating is that we went to our local Verizon store to pick out a phone for my husband because he wanted to listen to Pandora at work & neither one of us was at all familiar with android phones. We told the salesman that we were newbies & asked his advice on which phone to get. This guy(Fred) assured us that he was a pro & he listened to Pandora all the time on his Verizon phone. He specifically recommended that we get the Droid X2 for listening to Pandora. Unfortunately we did as he suggested & signed on. It took my husband way more than the allotted 14 days to familiarize himself with using the Droid, let alone Pandora. By the time he felt comfortable using Pandora on his phone at home (using the WiFi), it was past the 14 day trial period. That was when he discovered that Pandora wasn't working right on his phone without the WiFi. Naturally he assumed he was doing something wrong. Then we checked into the problem online & discovered that the Droid X2 was infamous for not working with Pandora.
We went back to our salesman,Fred, & asked him for help in getting Pandora to work. This went on for a few weeks and eventually he admitted that in fact Pandora doesn't work on the phone he recommended to us for just that use. We assumed that he would help us in upgrading to a phone that would work since he was the one led us astray. That was when he went into standard Verizon mode & told us that our 14 days were up & there was nothing he could - or would- do to help us. So we contacted Verizon directly & were told the same thing.
Is this kind of bad customer service typical of Verizon? I don't understand what the big deal was about not helping us to fix our salesman's mistake. If we'd made this mistake on our own, I could see Verizon telling us that we were stuck. But we told them we were newbies & asked for their help.
I'm really disappointed because I bought this phone for my husband so he could enjoy Pandora at work. And now he's stuck with 2 years of making do with other services & hoping that maybe Pandora will help him out. Does anybody have any suggestions as to anything we can do to make this sorry situation work? Thanks.
From the Pandora website located here
Note: We do not support Pandora on rooted or unlocked phones, unofficial OS releases, or custom ROMs.
Trouble Streaming Pandora on Android
If you're having issues using Pandora on Android, try the following steps:
1. Uninstall the app: From the home screen, press the menu key and select Settings then Applications. Select Manage Applications. Scroll down and select Pandora. Then Uninstall.
2. Power down the phone and pull the battery out. Put the battery back in and turn the phone on.
3. Reinstall: Go to the Android Market and search for Pandora.
4. Clear data for Pandora: Press the menu key and select Settings then Applications. Next select Manage Applications. On that page select Clear data.
5. Switching from High Quality audio to Normal Quality audio. From the Now Playing screen, press the phone's menu button and select Preferences. Change the Cell Network Audio Quality to Normal instead of High.

Horrible Customer Service from Verizon and Anytime Assurian Insurance is a SCAM

I am posting this so everyone is aware how horrible the customer service has become at Verizon and the insurance replacement coverage offered. Please read and BEWARE before purchasing this extended coverage as Verizon will NOT work with you!!
We have two phone lines and a tablet with service through Verizon and pad the anytime additional insurance through Verizon which is supposed to cover standard insurance PLUS extend the manufacturer warranty. If the defect is due to manufacturer defect, then the replacement is supposed to be covered without a deductible.
So now, the recap of the horrible experience we have been through .....
My husband has an Iphone 4s that had the power button on the top of the phone fail. The button does not press on/off correctly. He contacted Verizon and they put him through to the diagnostic time to approve or deny the replacement under the extended warranty. He contacted the tech and described the problem. The tech advised him to check all of the water indicators on the phone. The top one for the headset jack is slightly pink and the other indicators are completely white. The tech advised him they could send him a replacement phone and then he would send in his old phone for evaluation and he would know in about 6 weeks if he would be charged a deductible. He then spoke with Kiera (sp??) who advised him to have the phone checked by Apple Genius Bar.
He took the phone to Apple. They advised the phone is in great condition and that if he had purchased the extended Apple Care instead of Verizon's Assurian Insurance they would cover it with no deductible. The stated the reason the phone was not functioning was clearly related to a manufacturer defect and wrote on their assessment paper they gave him that the phone is in great condition. They stated by indicated that water damage is indicated by all three indicators being tripped -- NOT just the top one. The rep then walked outside with my husband and said it's raining so Verizon would now void the warranty part and make him pay a deductible since Verizon is being nit picky.
We then went to the local Verizon store. The rep and the store manager looked at the phone and stated the top is tripped so the insurance department will call it water damage and not honor the manufacturer defect. I stated that it seemed like they were finding a loophole out of the insurance coverage for the extended warranty part and making the customer pay a deductible. The manager then stated "other carriers would screw you the same way." REALLY -- THAT'S THE CUSTOMER SERVICE WE PAY INSURANCE FOR???!!!!!????
So, we called and spoke with a really nice customer service rep (Suzette) who stated unfortunately it was not her department but that she would send a message to have Kiera call us back. That was a week ago and NO CALL BACK FROM KIERA. Again, this is the customer service we pay for???
So, we called today and spoke with another rep and a manager. The manager again stated we could send in the phone and it's 50/50 if they will charge the deductible. She stated Apple should honor even though he is outside Apple Care if it is their defect. I asked isn't that what we pay them for?? She stated they will look at the indicator and call it water because she Googled it --- apparantly Google knows more than the Apple Genius Bar on their own product! I even offered to fax the paperwork from Apple. My husband offered to send them the phone and have them evaluate it before they send out the replacement so he's not taking a risk on paying the deductible. I asked the manager to email me her contact info. She indicated she would ... 2 hours later, no email.
So, my husband that is up for an early upgrade but wants to wait until he's eligible for the Edge program (in which he would pay unsubsidized prices for phones to upgrade early -- and give them more money for phones) is stuck with having to decide to continue to use his prior phone that works or risk having to pay $200 for a deductible because they have stated they will look at the indicator and even if it's unrelated, call it water damage.
We are seriously looking at cancelling our coverage and just going to another carrier. Because in the end, phones and service are similar, so you really pay for the customer service you get. Or in this case, the lack of follow up, loopholes in their program, and lack of customer service. I am thoroughly disgusted that I have paid Verizon for their service for 10+ years and have always paid for insurance without ever having to use it before --- and this is what we get.

It's not really a loop hole.. if the indicator is pink what do you want verizon to do? Google it, a lot of people on all carriers have been charged for returning a phone with just one indicator showing water damage with iphones.. This is what insurance is for, you pay a deducible instead of full retail. I think you are hung up on thinking the apple rep didn't lie to you, it's easy to say whatever you want when you know you won't be held accountable for it. I mean verizon is a service provider, maybe you should buy your phones from manufacturers if you think you get a better deal
Have you tried to reset the phone via itunes? Not likely a software issue, but i've seen stranger things with iphones.

Very, very poor customer service

I've been using Comcast. Both their customer support and billing systems & people as lousy so I decided to try FIOS. Two weeks ago, a guy came out to install and there was a problem with the conduit from my house to the box. That's no biggie and he said he'd set a service call with the ground people to rewire.
A couple of days after, someone called to set up an appointment to reinstall, and I told the person to call back when the ground wiring was fixed because I didn't need to waste yet another day waiting around if the thing wasn't fixed.
It's now been two weeks. The flags marking other cabling/pipes are gone, so I called to see what's happening. I got forwarded to three different numbers and sat on hold for more than 30 minutes at the last place. I hung up.
If your service is just as bad, there's no need to switch. You really need to work on that.

FloridaJo wrote:
I had the same basic thing, They buried my line just two inches below the ground. At one point they just barely went over the root of a tree and it started to be exposed. I called, they sent out someone who basically pushed some of my mulch over the exposed spot and left in a hurry. I eventually got out there myself and cut the root and buried the line deeper.
Later you will find you have slow speeds too. Small print says 'up to', but rarley does it go 'up to' the speeds they promise.
I'm just waiting for Googles 100 times speed fiber and hopefully I can jump over to them, because sometimes FIOS doesn't seem any faster than dial-up. Getting customer service is a maze. Not 'amazing', a maze.
Good luck.
When you buried the line, you made sure you did not bend it or puncture the jacket on the fiber cable, right? You cannot bend Fiber as far as copper can and if bent, can really reduce the signal coming into your ONT. It *may* be why your FiOS service isn't working right some days. Just something to consider. Also, see if neighbors (ideally those with quick computers. I've seen too many old Pentium 4 machines with 256MB of RAM out there on FIOS grinding to a halt) have the same problem.
I'd report Service Trouble if the above holds true and get Verizon out to do a re-bury. Make sure they are also complying with the minimum required depth for your municipality first. If you live in a freeze area, it never hurts to bury a cable a few inches down. In my area they do it 1 spade deep as a minimum. The cables that are buried just below the surface are usually killed by landscapers or get waterlogged/frozen, which ruins them. The ones deeper can still get waterlogged but the ice won't bother them, which helps it last longer. In Florida (if your name suggests anything) they may be concerned about water from digging down too deep. My understanding is the land in Florida has a high water table.
========
The first to bring me 1Gbps Fiber for $30/m wins!

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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Lenovo's VERY Poor Customer Service

My new B590 is now a frequent flyer. Two trips to Texas- New MAin Board. 1 or 2 trips to NC. And still doesn't work.
Does not see any WiFi connections. Multiple LOgmein remote attempts, return to authorized repair dealer.
Always same result. Works for three start cycles and dies.
Customer service NC no longer respods. Guess time for another case number. Maybe there is a HIGHER AUTHORITY?????
At this point will not suggest purchase of Lenovo products.
PLEASE HELP!!!
Bob

Astroceltica,
Sorry to hear about your experience!
I have sent you a PM - could you check?
Serene
Community Advocate Program Manager
English Community Deutsche Community Comunidad en Español Русскоязычное Сообщество

Very poor Customer Service for 5th Gen IPOD

Hello,
I have been trying to get the missing parts for the 5th Gen Ipod Video I received for Christmasfor the past couple of hours. The box was never opened and wrapped in cellophane. It is missing the earbuds, foam earbud pads and usb cable along with anything else that comes with it. So I go on the tech support site and nothing is offered for missing parts. I call customer service who then tells me I have to call Tech support. I call Tech support who then transfers me to customer service. Customer service then tells me that if it wasn't ordered thru Apple.Com I'm SOL. I asked to speak to a manager. Shannon in customer service instead transfers me back to Tech support. So I waited and politely spoke to them telling them what I have gone thru. Justin in Tech support asks me to hold for a couple of minutes which I do then he disconnects me. I'm on the website looking for an email to Apple customer service and can't find one. Can anybody help with an email contact to get my missing parts. Taking the IPOD back would involve shipping back up North to have the person who gave it to me as a gift to take it back then reship it back to me. I had never had an issue with previous IPODS and this is just insane.
Thanks,
Jeff
PC Windows XP Pro

Welcome to Apple Discussions!
Sorry for all of the trouble
Call this number again...
1-800-275-2273
And tell them what has happened, what you have gone through, etc. Be polite and just say that you are just looking to get headphones that didn't come with (although I find this strange, but I'm not at all saying that you are lying).
Apple doesn't really have email support for iPods, so I'd just call again and explain what you've gone through.
Good Luck!
btabz

My complaint and poor customer service from BT

I am posting a reduced version of the complaint i sent to BT, partly because i would like to know if anyone else has had the same problem and partly in the hope that someone here will see it and be able to help me with the problems i am having.
Here are the issues:
I placed an order for unlimited broadband online on 1st Feb. I had a confirmation email and a date to set my broadband up on 10th Feb. A couple of days later i get an email from BT saying that my order has been delayed due to a technical issue.
I ring the number given and spend 15 frustrating minutes trying to get through the voice activated choices in which the voice recognition never chose anything to do with what I said, and then keypad choices before I got through to a customer adviser in the UK, who was annoyed that I had got through to her as she said she did not deal with the issue I had. She begrudgingly went through the security questions and then said she would put me through to someone else. I then had to wait another 10 minutes on hold before being put through to somewhere out of the country where I spoke to someone with an accent I found difficult to understand and who then put me through the security questions again, asking some of them twice.
By now I have wasted half an hour on the phone and am no closer to knowing what the problem is with my order. The customer adviser then tells me there are technical issues with my MAC code but will not elaborate any further and tells me that the order has been pushed through and will now be fine, I am told I will get an email telling me everything is on track and I end that call.
I get no email.
Some days later, I get an early morning call from BT and the person tells me that there are technical issues with my order and that someone will call me from the orders team by 8pm that day. My phone then rings 5 minutes later with a phone text from BT which is not understandable it says something like "17 and we are working on it" . Five minutes after that my phone rings again with another phone text from BT saying that BT had tried to contact me and did not manage to get hold of me. This made no sense since I answered the call and the text arrived 10 minutes later, there were no other calls in between as I was right by the phone.
I never did get the call that was promised so phoned in again to find out what was going on, i speak to someone but then get put on hold for 20 mins until finally someone else speaks to me but they can't tell me what is going on except that there are technical issues, and the VOL number changed because the order was put in again on 5th Feb. I now have a different activation date of 12th Feb which I only find out because I log into the order tracking. The person I speak to apologises that I was not called and said they would get their supervisor to ask the orders team to phone me the next morning, so I await the call.
I get no call from them on that day either.
I ring BT again in the afternoon and speak to someone who says that none of my orders exist any more because of 'technical issues' and I have to put the order in a third time! On top of this my activation date has been moved to 14th Feb, this is the third date i have had. Thinking this would be the end of it, i was amazed the next day to get an email with yet another order, this time for the 17th Feb, and so now it seems i have two orders running alongside each other. No explanation as to why, no phone call to explain, none of it makes sense.
I phoned BT and informed the person of the situation and they told me that the order for the 17th would be cancelled and the order for the 14th would go ahead. I was assured this would be the case.
Half an hour after this call I was phoned by BT from the call centre outside the UK and was told that my order would now go through on the 18th. As I tried to inform him that 30 mins ago I had been told the 14th he hung up on me.
Furious, i called back right away and spoke to a woman who apologised for what happened, she informed me that because of the complaint I had submitted that my broadband order had been fast tracked to my original date of the 10th Feb (it is the 8th at this point). I asked her if this was really the case, she assured me that it was and so I asked if the modem would arrive on the 10th also and she put me on hold to check and then came back and assured me that I would also get the modem on 10th Feb.
I was not connected nor did I receive the modem as promised on the 10th.
At this point I am no longer surprised that everything I am assured will happen does not. So the day after, on the 11th I phoned again to find out why my broadband was not connected , yet again the person was clueless about what is happening. This time they assured me that the order for Friday the 14th would go through. I am left having to accept that this time will be the time that what I am told actually happens, because no one is willing to put me through to someone with more authority or ability to sort the problem once and for all.
On weds the 12th in the morning I had an email saying that my modem was on the way, so I thought finally that things were on track. This was not to be the case, in the afternoon i got an email saying my order was cancelled with no explanation, and i certainly did not ask for it to be canceled.
So I phone again and get through to the call centre outside UK which I didn’t want. Someone there kept me on the phone for 40 minutes while checking various ‘things’ then tells me that its very limited as to what he can do, that he can see I have had a lot of trouble, but he can’t do anything about it. I ask to be put through to someone who CAN do something about it because this is getting ridiculous and he tells me I will get a call back tomorrow. He tells me that the problem I am experiencing is BT’s fault and that I am not at fault and I should tell the people who call me to escalate my problem, then he gives me VOL number 5.
I explain to him that I have been promised a call back on two occasions before and they never arrive, in fact the only time I have been phoned by BT is to be told I am going to get a call back (that never arrives) and by someone who hung up on me. Since I never receive a call back or anything I am promised, I tell him that I would like to be put through to someone who can sort out my problem now. All he does is keep telling me I will get a call back and I realise I am stuck in a never ending loop and banging my head against a brick wall. I can never get through to anyone who can actually do something to help me, that needs to change.
So now we are at a point where I am going to wait tomorrow for a call that I suspect will never arrive, and on Friday I will hope for a connection to the internet that will never come about. We have already gone past the first two dates I should have been connected.
Is anyone able to sort this out? Or should i have given up after the first three orders failed?
Help would be appreciated.

Hi Mousepatch,
Once contacting the BT care Team (Mods) they will reply either by phone or email usually within 3 to 6 working days, however you will be given a tracking number immediately after sending the request. Please keep this safe.
Please be aware that this timeframe does not include weekends and Bank Holidays. The timeframe will also vary during busy periods.
Each case is done in a strict rotation so once your mod request has reached the top of the BTCare Team's inbox then they will contact you.
The BT Care Team are a BT UK Based specialist team who have a good reputation for solving customer problems.
Cheers
jac_95 | BT.com Help Site | BT Service Status
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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.

Very Poor Customer Service from Verizon

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