So after calling verizon today because I was still having internet issues, I decided to chat with a rep tonight. Prepared to be amused below: (side note: the TWO verizon techs that were out yesterday asked me who came last week and didnt inform me when he was leaving... they started throwing out names to see if one jogged my memory, and mentioned acey. I said no, not him, hes family! LOL) _________________________________________ A Verizon Service Representative will be with you shortly. Thank you. 22:22:04 Estimated wait time is 4 mins 46 secs. We apologize for the delay. You are next in the queue. A representative will be with you shortly. Agent Jagannath has joined. (22:22:19) Jagannath : Chat ID for this session is 08171423758. (22:22:19) Jagannath(22:22:19): Thank you for contacting Verizon FIOS technical chat support. We appreciate your patience in reaching us. My name is Jagannath, May I confirm your telephone number associated with the FIOS services? Jagannath(22:23:49): I hope I havent lost you. Jagannath(22:23:54): I do not want to lose you as you are very important to us. Please respond. Jagannath(22:23:59): Kindly respond, as in case of no activity for a long time, the chat might get timeout and get disconnected. (22:24:04): no you didnt (22:24:09): you will in a sec though. Jagannath(22:24:44): Thank you (22:24:49): my phone # is 215.863.0450. I have been having connection issues since july 31. I keep getting reps that do not understand that this issue needs to be escalated to network support. PLEASE go read through my history... Jagannath(22:24:59): Thank you for confirming. Jagannath(22:25:42): I regret for the inconvenience caused . Please be assured that I will take care of your issue personally. Jagannath(22:25:42): Am I chatting with the account holder? (22:25:48): if it seems as if I am disconnected, I probably am. My DSL goes down anywhere from every 5 mins to every 45 mins. I had a terrible experience with a verizon supervisor approx. 5pm (22:25:53): yes (22:26:01): it just went down while I was typing, and I waited for it to come back up (22:26:18): my name is crystal dailey. address 7506 Elmwood Avenue Jagannath(22:26:33): I am so sorry, Do you have DSL or FIOS service? (22:26:38): DSL Jagannath(22:27:28): Ideally these kind of issues are dealt with by our DSL Team. And we in Technical department deal with any kind of issues related to the internet, video and phone which has technical snag in it. However, not to worry as I will personally make sure that I connect you to a live agent from our DSL Team who will be more than happy to assist you. This session is being transferred. (22:27:33) (22:27:36): I have had 5 technicians visit my home, my pairs were changed 3 times, my port was changed to LP-UD7300 ASAM last week This session is transferred to Karna. (22:27:41) Agent Karna has joined. (22:27:41) Karna : Chat ID for this session is 08171423758. (22:27:41) Karna(22:27:46): Thank you for contacting Verizon HSI Technical Support. My name is Karna. Please give me a moment while I review the information. (22:28:58): if you see ticket PAHM02D03D, that is the first ticket related to this issue. The last one is PAHM02DMYY, which I did not see when I looked online today Karna(22:29:48): Hello there (22:29:54): hi (22:31:25): it just went down again, so if you typed after my hi I did not see it The chat application is experiencing connectivity trouble. Your chat will be re-assigned to another agent and will be given high priority. We apologize and Thank you for your patience. (22:33:25) Agent Abhishek has joined. (22:33:40) Abhishek(22:33:50): Thank you for contacting Verizon HSI Technical Support. My name is Abhishek. Please give me a moment while I review the information. (22:34:11): ok Abhishek(22:37:03): I see that this ticket is closed. Abhishek(22:37:03): What seems to be the issue ? (22:37:25): I have been having connection issues since july 31. I keep getting reps that do not understand that this issue needs to be escalated to network support. PLEASE go read through my history... Abhishek(22:37:50): I see that you are losing the connection again and again. Abhishek(22:37:55): Is that correct ? (22:37:57): yes Abhishek(22:38:07): Whats the model number of the modem ? (22:38:07): did you read the entire chat history? Abhishek(22:38:57): Yes. (22:39:25): dlink DSL 2750B Abhishek(22:39:40): When did it arrive ? Abhishek(22:39:55): Because I see it has been ordered yesterday. (22:39:59): ive had this one for months Abhishek(22:40:04): I see. Abhishek(22:40:24): The technician found out that the issue was the modem and has replaced it. (22:40:31): that one did not arrive yet. this problem is NOT related to the modem, I tested it with a verizon westell A90-750015-07 yesterday Abhishek(22:40:41): Today being a weekend it has still not been shipped out. (22:40:41): THAT IS NOT THE ISSUE (22:41:46): if you did as I asked and looked through the history, you will see that it was said to be the modem because they were looking for a quick fix. (22:42:09): five technicians have been here, and NONE of them determined it was the modem. A supervisor who was trying to get rid of me offered that solution (22:42:37): if it was the modem, i would not have had the issue when I reconnected the westell on friday Abhishek(22:42:53): Well let me run a few line tests then. (22:45:28): its about to go down again (22:46:03): wait it sped back up (22:46:17): usually before it drops, i have a slow connection, but it sped up Abhishek(22:47:05): In case we get disconnected , One of my superiors will can in an hour to take care of the issue. (22:47:17): nevermind, it went down and came back up (22:47:25): 215.869.9688 is my cell Abhishek(22:49:10): Got that...!! Abhishek(22:49:15): Now I ll schedule a technician at your place. Abhishek(22:49:20): Please confirm the following. Abhishek(22:49:31): Premise type that you live in is a house or an apartment ? Any pets at your place ? Any Locked Gates or Access codes ? And is it ok if I send out a text msg about the technician details ? (22:50:28): listen, if FIVE techs have been here and couldnt resolve it, why do you think a SIXTH one will help? (22:50:59): I have been inconvenience five times, waiting all day for techs, and my issue has not been resolved. why is it so hard to escalate this? Abhishek(22:51:14): Yes he will. We have isolated the issue. Abhishek(22:51:14): Could you help me with any alternate contact number that you might have ? (22:52:54): i gave it above, my cell # Abhishek(22:53:05): Oh...!! Abhishek(22:53:10): I am so sorry. (22:53:13): np Abhishek(22:53:19): And I did make a note of that...!! (22:53:24): lol, ok Abhishek(22:53:29): Now let me inform you a few things. Abhishek(22:53:39): Someone above 18 yrs of age should be present at home. You need to answer the call on the day of the dispatch. You should allow technician to access the modem and computer. (22:54:11): i know all these things already, and today a supervisor tried to call from an unknown number. those numbers are automatically blocked on my phone Abhishek(22:54:31): Please confirm your home address. (22:56:08): thats above in the chat too Abhishek(22:56:38): Now if the technician comes out to your place and finds out that the issue is not in the verizon network but in the inside wiring of the premises. Then there is possibility that you might be charged an additional cost which is 91$ for the 1st half an hr and 46$ for each additional half an hr. Abhishek(22:56:38): Only and only if the issue is not in the verizon network. (22:56:38): (22:26:18): my name is crystal dailey. address 7506 Elmwood Avenue Abhishek(22:57:47): I dont know what has gotten into me...!! Abhishek(22:57:47): I am so sorry. Abhishek(22:57:47): The earliest possible technician is for tomorow. (22:57:47): its very annoying to be given the disclaimer, when the TWO representatives that were here saturday thought it was inside, then after I explained said I should request it be escalated to level III network support, and NO ONE is listening *sigh* (22:57:47): its very annoying to be given the disclaimer, when the TWO representatives that were here saturday thought it was inside, then after I explained said I should request it be escalated to level III network support, and NO ONE is listening *sigh* (22:57:54): it just went down AGAIN Abhishek(22:58:10): And its a whole day appointment. (22:59:11): abhishek, you are the FIRST person to not exactly follow the script. that I appreciate; however, the fact that I am continuing to get tickets for technicians, and am going in circles with getting this resolved in a timely fashion, and having to humor verizon by allowing my schedule to be interupted is very disconcerting. Abhishek(23:00:29): Rest assured this issue will be taken care with high priority. (23:00:29): I am expecting to be home from 8am-8pm, for the third or fourth time, so I can have another technician tell me it is not on my end? Is there not anyone who would take responsibility and say well, this lady has been having problems for at least two weeks with the same issue, maybe we should do something different? Abhishek(23:01:04): I have mentioned everything on the ticket. Abhishek(23:03:29): Anything else I may assist you with ? (23:04:18): no, thank you. Abhishek(23:04:38): Thank you for choosing verizon. Abhishek(23:04:48): You have a wonderful day ahead. (23:05:58): i hope so (23:06:04): good night
Posted on: Mon, 18 Aug 2014 03:07:59 +0000
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