Verizon FIOS - the saga continues!

I purchased a new HDTV on Sunday 9/21. In my excitement, I immediately called FIOS to order my HD Set Top Box. I called first thing on Monday Morning and ordered my box. Got an order # and was good to go. Was told 5-7 days by UPS for a self install.

I called on Wed evening - got tech support because business office was closed, gave the order number and it didn't come up in the system - pretty odd - but no surprise.

I called Thursday morning - spoke to customer rep (Debbie) i was told a prior order was pending and wasn't allowing the system to complete the new set top box order. I asked for a supervisor and was told that it had to process through the system - she didn't seem to care about helping at all.

I called the office for cosumer complaint (Verizon Executive Office). Explained to Melissa that we had another problem. She put me through to a supervisor, again no help. Said she would call back by 1:30pm guaranteed.

Well - it is Friday 4:30 and no call back. and I am on the phone with Ms Lipscolmb and she said she can clear this out. So I am on hold with them and not holding my breath!

Verizon FIOS - Phone Log thru 1/11/08

Verizon FIOS Order – Phone Log

12/7/07
§ Door to Door sales – agree to sign up for service
§ Was given and Order #for Triple Freedom to be installed on 12/21/07

12/12 – 12/13/07
§ Property marked by Miss Utility

12/14/07
§ Called Verizon Fiber Solutions Center and spoke to Jasmine
§ Concerned about order status online showing 9% for phone order
§ Transferred to Ms Morris who indicates phone number can’t be ported, not sure why. Asked about DSL disconnect, didn’t say it would need to be cancelled prior to installation, but wouldn’t be a bad idea just in case. Also asked questions about lines being buried and other potential problems that my neighbor experienced – said they would place the line where I wanted and that she hadn’t heard of any problems. (neighbor had Cavalier w/ DSL and had issues with phone porting – signed up for Triple but on install date they only gave him TV/Internet)

12/14/07
§ Cavalier Customer Service – speak with Ingrid was disconnected.
§ Called Cavalier again spoke with Brandy.
§ Asked to determine what problem might be for Verizon picking up number. PIC FREEZE on the number needed to be taken off. Requested the PIC FREEZE be removed and that Verizon would port number PIC Freeze takes up to 24 hrs.
§ Requested DSL be disconnected – would take up to 5 business days to disconnect. Was told that it should not impact porting of number.

12/17/07
§ Called Cavalier Telephone to confirm PIC Freeze was removed (rep unknown). PIC FREEZE removed.
§ Called Verizon to tell them PIC Freeze was removed and they could port number. Rep unknown. Rep said everything is in order for the install. Mentioned DSL was told not to worry about it, it would be fine.
§ Lines Buried by contractor – line coiled at back of house.

12/18/07
§ Called Verizon to find out status (rep unknown), mentioned that lines were buried. Noticed status online was at 12% for phone and 60% for Internet/TV, asked to determine if a hold up. Was informed that all was on schedule and no problems. Asked about DSL no change in (Fiber Solution Center)

12/19/07
§ Called Verizon to get a status. Spoke w/ Mr. Grotten. Was told adamantly that DSL had to be removed and that nothing could happen until such time. I explained that I was not told that this would be a hold up or a problem. He recommended I contact Cavalier to get the DSL removed due to time. I also mentioned that I had DSL requested for removal on off chance that this would be a problem.
§ Called Cavalier Telephone – center closed.

12/20/07
§ Called Cavalier Telephone first thing in morning when they opened. Explained situation and was told that order for DSL was not requested. Provided detail of conversation on 12/14, said that the request did not get processed but would place a rush request to have DSL removed. Was given an Order #
§ Called Verizon twice – once after calling Cavalier Telephone (rep unknown) and again in evening. Evening call was to confirm installation. Was told everything was okay and I would see a technician between 8 -12 on Friday 12/21.

12/21/07
§ DSL was turned off sometime between 12/20 and morning of 12/21
§ Made preparations for technician arrival. At 1pm no one showed. Called the Fiber Solutions center and spoke with Mike. Indicated to me that the order “fell out” that problem existed with porting of number due to DSL. Was transferred to an escalation specialist – Michael Johnson. Was told that line was not clear of DSL; informed him that DSL was turned off. Said he would call back with a status. Asked to have technician sent to install TV/Internet said that wasn’t an option.
§ Michael Johsnon called back at 3pm. Informed me that they were trying to coordinate with Cavalier on phone, said he would call back by the end of the day.
§ Called Cavalier Telephone (Nick in tech support) to get status on DSL. IP was removed but needed to pull circuit from CO. Needed to coordinate with Verizon. No due date on disconnect but could take 3-5 business days after IP removal. Asked what else the hold up could be. Mentioned that there is no request from Verizon for a Number Portability and a request was never made in past 2 weeks.
§ Did not get call back by 5pm. Called Fiber Solutions center and they had no update and would not dispatch technician – was transferred to Mrs. White who indicated that a Technician showed up but left because no one was home. Explained that someone was home and even had a note on front door in case someone was unable to hear the door knocking providing instructions to go to back door. Asked to speak with supervisor – Keith. Said Mrs White was incorrect, that order was dropped and probably not able to get technician on the weekend. Would call me on Sat (12/22) at 9am (Est) for an update.

12/22/07
§ Receive two voice messages from Keith, he is trying to find out who to get in touch with but departments are closed for the weekend and other departments are on skeleton crews for the holiday.
§ Keith called in afternoon with no new news.
§ Called Cavalier Telephone and spoke with Erika. No update on DSL disconnect 3-5 days is typical on a rush after IP is removed – no due date. Also said I could initiate number portability to Verizon – escalated to supervisor for approval.

12/23/07
§ Received call from Keith 2 times to provide no new updates but recommended that I call the business center first thing on Monday to discuss options.
§ Called Cavalier spoke with Amy – no update on DSL or number port.

12/24/07
§ Got a call from Keith about getting order cancelled and requesting two orders – one for TV/Internet and one for Phone.
§ Called Cavalier Telephone, spoke with Becky. She provided me with Number Portability pre-order #; nothing on the DSL no due date yet. Due to holidays.
§ Called Verizon and spoke with Barb in FSC. Was transferred to ordering dept. Speaking with Ms Johnson about order options; requested a supervisor and was disconnected after being on hold for 1hr 15min.
§ Called again and spoke with Josh in Syracuse FSC. Was transferred to ENCORE center and was disconnected after 30 minutes on hold.
§ Called again and spoke with Wendy in regular phone order department. Was transferred to FIOS ordering depart and spoke with Nadine. Nadine connected and stayed on the line for a Mr. Trudsdale in the Win-Back Dept. Trudsdale told Nadine that the original order had to be cancelled and a separate order to be place each for TV/Internet and Phone. Was told to note account for the HDTV Promo and $50 gift card as compensation for a no show on Friday 12/21. Nadine set up orders for TV/Internet with and account #. A separate order for Phone was also made order #. Got an initial date of 1/15/07 for installation and she requested a sooner date from the installation dept. Got confirmation and override code for a 12/29 installation for the TV/Internet only. Was placed on transfer for independent verification for telephone service – spoke with Janice. (total time on phone 3.5 hrs)
§ Called FSC to confirm date. Spoke with Andy, said date was set for 1/15 not 12/29. Said I had to talk to ordering dept. Was transferred to Ms Seymour, she contacted install dept and confirmed date and obtained override (45min)
§ Called back to request an earlier date. Spoke with Fermin Rodreguez , said it was not possible but put in a request after supervisor told him to.
§ Received call back from Bob at 6:36pm. Verified that no available dates for 12/26-28 had to stick with 12/29.

12/26/07
§ Called Cavtel and spoke with Craig. Gave me a due date for DSL disconnect of 12/31/07. Said that Verizon owns CO so they have to be their together to do each others part.
§ Called Verizon FSC. Spoke with Faith to see if anything was open. Was told she would call back by 10am on 12/27

12/27/07
§ Faith from Verizon FSC called at 10am. Said no update but would call later in the day.
§ Faith from Verizon FSC called in early afternoon and mentioned that order was cancelled and that notes say “customer changed mind”
§ Was transferred to Order Center and spoke to Ms Thompson. Said that order was not cancelled that FSC saw previous cancelled order that all was in order.

12/28/07
§ Called Verizon at 4pm to confirm installation. Spoke with Ms. Steven. Was told order was cancelled. Read same note “customer changed mind” Told her why would I change mind – I have no DSL never called to cancel confirmed the installation date on an almost daily basis and confirmed the order date on the online status. Was told had to re-order through order dept. Was transferred to Ms Taylor. She was confused about the order being cancelled and while on the phone had Jamie from the FSC on my cell phone (speaker) so each could talk. Jamie said order was cancelled and that new order needed to be placed and date of 12/29 would not happen. Ms Taylor was keying in order and ready to submit but wanted to call FSC to get date override. Had me on hold for 1 hr 15 minutes came on to tell me she was waiting for connection, placed me back on hold and 20 minutes later got connected to FSC – Rich; explained that I was on hold with the order dept. Said he couldn’t transfer me back because they close at 6pm and I had to call on Monday. He looked up order and said it was still active and had a date of 1/15. Requested a supervisor and spoke to Melissa, she said order was cancelled and had to call on Monday that no one could do anything about the order. Was told that orders get cancelled with out anyone getting notified except dispatch so they don’t send a tech. not sure why customer is not called.
§ Called Verizon at 7:20 to see if someone else could check and see if anyone in ordering dept was still around. Spoke with Patrick, would check and placed me on hold. After 30 minutes was disconnected.
§ Called Verizon again at 8:15pm on hold for 20 minutes and spoke with Isaiah who said nothing could be done, asked to be transferred to west coast ordering dept. Also asked to have Keith Jernigan looked up – not available on instant messenger. Was transferred to Elizabeth in West Coast Ordering, was not able to access the East Coast – was very rude and did not care about my problem.
§ Called the 888-GET-FIOS number and found that they can place order. Spoke with Fred and got half way through the order and was disconnected.
§ Called again and spoke with mark Hicks; put me on with a supervisor but not able to get into Verizon system because they are contractors, could place order and have me call the business center on Monday to get the order in the system and get new date. Was Given 1/23 as a new day. Was provided a Confirmation #.

12/29/07
§ Received email confirmation for new order #.
§ Sending letter to Verizon about problems to :
Verizon - Virginia600 E. Main StreetRichmond, VA 23219
§ Called Verizon FSC (Hampton, VA) at 2:15 a.m. spoke with Sarah. Checking on old order to see what the problem is. Trying to determine if new order can be fulfilled on same date as old order. Will call back before she leaves at 7:30am to attempt to get the install for today.
§ Sent letter to Verizon complaint department with this log and letter.
§ Received call from Sarah at 8:00am. Explained that my issue on new order was escalated to the installation/dispatch office and I should get a call sometime during the day.
§ Received a call from Bonnie Jones from Installation/Dispatch? An issue needs to be cleared on the order. Problem with a PFS? Dispatch or Installation to call to get order scheduled as soon as possible and when issue is resolved.

12/30/07
§ Called FSC at 10:30pm, 10:35pm and 10:40pm each time disconnected.
§ Finally called at 10:50pm – hold time 30 minutes – spoke with Raul (FSC – Dallas) was told that the OCG (order control group) was working to resolve the PFS on the order and just waiting for them to resolve the issue to confirm the installation.

12/31/07
§ Called FSC to get a status on the order – spoke with Tony in FSC. OCG has resolved the problem and should be contacting me with an escalated install date. Was transferred to Ms Sharp who put me on the phone with Manager – Ms. Speed. She was confused about my inquiry was unable to find the phone order. I told her I was not concerned with the phone order only TV/Internet. Stated that she could not do anything with the install date that I would have to wait for a phone call from scheduling. She was not willing to assist with any escalation.
§ Dean from Scheduling called at 3:07pm asked me to provide dates that I would like to have service installed. Indicated that it needed to be installed on Wed/Thurs (2 Jan/3 Jan) would call me back.
§ Called the FSC at 3:15pm to speak with a supervisor regarding the call back from scheduling. Was connected to Kelly (Providence R.I.) Put a request to have a supervisor call back. Got a ticket number.
§ Dean from Scheduling called back at 3:40pm to provide me with the earliest date of 6 January. Told her I was not satisfied with that and they had to do better. Said she would inform a supervisor – never got a return call from this department.
§ Received a call back from Bill – Supervisor FSC Providence (response to ) at approx 4:00pm. He told me he would personally attempt to get a date for earlier than 6 Jan. Also provided me with a phone number to escalate this issue through the Executive Office of Appeals for unresolved consumer complaints that have been escalated to supervisors. Phone # 800-483-7988 option 3.
§ Called the office at 4:30pm to find the office closes at 4:30pm.
§ Received additional return calls from Bill between 5:30pm – 6:00 pm regarding dates. He was on the phone with scheduling. He attempted to get 3 Jan for an install but was told they were already stretched for techs on that day and could lock down 5 Jan for sure. Told him that was my only option but to wait list me for 3 Jan. He also mentioned that if I called the Executive Office I could possibly get a better date base on my circumstances.

1/2/08
§ Called the Executive Office between 8:30 – 9:00 am. Phone was busy. Called multiple times.
§ Called the Exec Office at 9:30 and got through. Spoke to a representative (didn’t write name down) and explained the entire issue, that I sent a letter and needed a action on Verizon’s part. She told me that their were two problems based on the information I told her. 1. Verizon’s failure to follow through and 2. That I could have caused confusion with the multiple calls not allowing any one supervisor to completely follow through on my issue. I explained that none of the supervisors with exception to a few took any time to attempt to resolve my issue and it ended with no proper resolution or satisfaction. I was then transferred to Sandy. I summarized the issue with Sandy and she said she would call back with a resolution.
§ Sandy promptly returned my call within an hour and informed me that she was having 2 technicians install today (1/2/08) after 2pm. I asked her to call me when they would be on the way.
§ Received 2 more calls with confirmation that they would be coming and again to let me know they were on their way.
§ Verizon Technicians arrived at 2:30 pm and had internet/TV installed by 5pm.

1/3/08
§ Called Sandy to extend my thanks for having this taken care of promptly through her office. Indicated that I was still working through the phone order and she offered to assist in escalating the install date if needed. I told her that I wanted to let it run its course and that if any additional issues arose that I would contact her.

1/7/08
§ Checked the order status online for phone order. Completion at 79% and still scheduled for 1/14/08

1/8/07
§ Called FSC with issue of pixelization on TV service. Called at 8pm (hold time 2 hrs 35m) Spoke with Evan (FSC – California). Explained problem and he reset the STB with no resolution. Said he would need to send a tech out (was provided ticket #) and the date would by 1/10/08 between 8am-11am; Also wanted to check on phone order to see if any issues were still lingering. Mentioned that the status was progressing but we were getting close to the date. Was told by Evan that all looked good for 1/14/07 although OCG had to clear an issue that he couldn’t find any info on. Requested that a supervisor or someone call me.

1/10/08
§ Technician arrives at 9:30am changes router, checks cables, resets STB. Still has an issue. Concludes that the ONT is the problem (data). Escalates to “core”. Receive a call from Sanjay at approx 1pm to come an install new ONT. Tell him I can’t be there until 3:30 pm, ask him if he could call at 3pm to let me know if he will be late due to other tickets.
§ Called the order center (did not take reps name) regarding my phone order approx 12:45pm (hold time 15min). Wanted a status and determine why I didn’t get a return call. Asked to speak with a supervisor because the rep could not provide any detail of the issue. Was placed on hold (45min). Had to disconnect due to a meeting.
§ Sanjay calls at 3pm and lets me know he is at my house. I arrive at 3:30 pm. He installs a new ONT, configures it and issue still exists. Says that could be a sync problem and to give it some time to possibly self-resolve.
§ Called the order center at 5:00 pm (hold time 20min). Spoke with Sheryl explained that I wanted a status. Was told that the date was scheduled 2/12/08. Asked why – no explanation; would check. Asked to speak with a supervisor. After being on hold up to 6:00 pm was told that someone needed to call back within 24hrs because it was after 6pm and she was on hold for a supervisor and didn’t know how long it would take. Said she would take my number and provide to a supervisor personally to have a return call made. She did not enter a ticket for the return call since she would be providing my information directly. Told her I needed a call back by 8:30am on 1/11/08.

1/11/08
§ Called ordering center (business office local) 703-954-6222 at 8:21am. Connected and Spoke with: Mr. McBerry at 8:23am was transferred to FIOS Business Office - Mr. Pack – provided order number and was immediately placed on hold at 8:26am. Was transferred to the FSC for reasons unknown; had a bad connection and had to hang up and call again.
§ Called ordering center again at 8:40 due to bad connection from transfers. Spoke with Matt Phillips who then transferred me to FIOS order agent – Irvin Portenberry. Explained in brief the situation. Was put on hold to transfer to a Supervisor at 8:47am.

Verizon FIOS - Good Thing??

This past fall our neighborhood was wired up for Fiber from Verizon FIOS. After completion they started their door-to-door sales.

Now granted; I changed telephone service from Verizon 4 years ago to Cavalier Telephone. Primarily because Verizon had turned into the GIANT telephone company and they controlled the rates of phone service. To my surprise some smaller local telephone companies started cropping up offering a very robust service with DSL. This also included long distance calling, call waiting, caller id, voice mail and every other service known to telephone man. Many of those extras I didn't need, but the value of the plan I selected was well worth the move. Not only was the deal a good price, but customer service was excellent. You could call Cavalier Telephone and get a person, which was really nice.

So 4 years later and no problems with Cavalier, I decided to take my chances and sign up for Verizon FIOS. Much to my dismay - the customer service was less than adequate. It started off great but in a nutshell I signed up on 12/7/08, the lines were buried to the house on 12/17/08 and after that was when the troubles began. In keeping in the loop on the progress I noticed that the online order status for my phone order was not progressing as quickly as the TV and Internet order - which, by the way, was their Triple Freedom package. As we neared the date of installation I began to grow very concerned about the phone order and called on a daily basis - each time was told by different parties that DSL would or would not be a problem on my existing Cavalier service for porting the number. On the day prior to the installation I called to confirm the next day with thumbs up from Verizon and to expect a technician between 8am-12pm. So I stayed home on the 21st; 1pm came and NO tech. So I called Verizon to find that the phone porting was causing a problem and they had to cancel the visit. Now you would have thought that someone would call - nope! So I was told that I needed to re-order the services, but this time separately (this after multiple calls over the weekend). So finally a new order for TV/Internet was made with a separate order for Phone Service with an eventual merge of the three into one package! New date of 12/29/07 was scheduled, so again I call daily to find out if they have openings for installation to find out on the evening of 12/28/07 they automatically cancelled the order for TV/Internet and I would have to re-order again. By the time I was done with getting this info and being placed in the Ordering queue I got an agent on the phone and discussed my dilemma. She was getting ready to place the order and put me on hold, but inadvertently transferred me to the Fiber Solutions Center who had no idea a new order was being made and - oh by the way - can't transfer me back because they close at 6pm and it was past that hour, so I'd have to call on Monday. I managed to find another phone number 888-GET-FIOS and place the order through their nationwide ordering center, now with a date of 1/23/08. So I call throughout the weekend to learn that a problem exists and existed on the prior order. Finally it was cleared on Monday and the date was still 1/23/08, but managed to get a supervisor to get 1/5/08 for an install. Since the holidays were a factor, I called a customer relations number that assist customers or new customers with unresolved issues that have been escalated to a manager. Of course no one logged my issue and I spoke with plenty of managers or supervisors. The call went in on Wednesday morning (1/2/08) and I got a return call around mid morning with a resolution to have 2 technicians install my service by the afternoon. They arrived when I got home and were finished in 2 -3 hours; with no major problems.

In the end the customer relation office came through and they even offered me 2 months free service.

Now I just have to deal with the phone order - I'm sure more will come out of that. And it will be interesting to see how they handle the merging of the three services into the bundle AND if I will get the free HDTV (19") out of this whole fiasco.

See my follow-on for more information and certainly my detailed phone dialog from 12/7/07 until 1/2/08. Amazing how it takes soooo long for things to happen because no one seems to want to try and resolve problems at the level in which it should be taken care of! Their was no need to get this escalated - but their you have it - they are so big that they are just not connected. Imagine that - the largest telephone company providing communications and they don't communicate among themselves.