Verizon
DSL and Phone Service Down After Order Change, Repeated Orders Lost

I had Verizon local phone service and DSL service. On March 2nd, I placed a order to cancel local phone service and have drive loop DSL service only instead. Also I ordered IP phone service in order to take care of my phone service.

On March 7th, my local phone service stop working. And DSL stop working as well. Which means I have no phone service and internet connection at home. I called Version, I was told my order is pending. They asked me to wait 24 to 48 hours.

After 72 hours, still nothing was working. Since it was weekend, so we wait until March 12th to call Verizon customer service again. Then we were told we have to place a new order. Then we did so. Got call from them to ask why I have two orders placed. Called back, I was told since they can not cancel the old order, the new order wouldn't go anywhere. And they said they will call me back.

After 2 days, I called back since no calls come from Verizon. I was told the person handling my case will call me back. I got message when I came back from the meeting. Message said my order is still pending, they will continue working on it.

I heard nothing from Verizon after that. Friday is a big snow day, I got to go to office instead of working from home since I have no phone, no internet access. Since weather is getting worse afternoon, so I have to take vacation hours to get back home earlier. Following is another weekend.

On Monday, March 19th, I called Verizon again, I was told I should be able to use my DSL. So when I got back home from work, DSL is still not working. Called tech support, I was told my order is still pending. I was so very upset. I was told my case is escalated to supervisor team and they will call me back in 24 to 48 hours.

On March 20th night, we got call, I was told I need to place another order since the second order was canceled by unknown reason. And we may have to wait up to 2 weeks to get it work.

We called this morning March 21th, we were told we may not have drive loop DSL supported in our area, they will call back.

I finally decide to cancel the order and order Comcast service.

Company: Verizon
Country: USA
State: Massachusetts
City: Westford
Phone: 8005676789
Site: 22.verizon.com

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