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This Entry is Rated:
8.4
with 7 votes!


01/09/09 | 0:48AM
DSL Verizahellppppppp

High speed Verizahell

I live in The District of Columbia and have been a customer/hostage of V-hell for 8 years. Since I need DSL and a phone I’ve reluctantly continued to deal with there lying and stupidity. In the beginning it was just ridiculously high phone rates for little to no customer service help. After getting DSL installed I spent hours with customer service rep’s trying to resolve spotty DSL service. I work from home and need to be able to log into servers for accounting and biding purposes, but within a minute or two I would be thrown off because of my DSL service. Every Verizon Rep, either told me that everything was fine, which I knew it was not. Or they said it was internal wiring and they could come rewire my house for a ridiculous fee. Finally after hours of terrible service I spoke with one rep that had me wait on the line for an hour in a half while she ran test between my house and there central office. By the end of the conversation she told me that the problem seemed to stem from there exterior wiring, which I took to mean that they would fix it. It’s been a good 8 months since I’ve heard from them and though my DSL has been a little more reliable, it’s never on for 24hrs a day.
Recently a good friend of mine signed me up for Speakeasy to take over my phone and high speed service. Unfortunately Verizon still has to do all of the exterior wiring, but the best part about there service is they have sent us communication between Verizahell and them. There emails back and forth went something like this:

(The vendor they speak of is Verizon)

12/17/2008 06:52 AM (from Covad)
Install Order Accepted

12/17/2008 07:11 AM (from Covad)
Verify Address

12/18/2008 09:31 AM (from Covad)
Manual type
Verizon has rejected the order we placed with them for invalid company
codes.We have resubmitted your order to Verizon for processing by
correcting company codes as well as the address..If we do not receive a
response by 5 pm EST 12/19/2008., we will contact Verizon and update
the log.
Thank You,
Covad Provisioning

12/18/2008 01:24 PM (from Covad)
Install Scheduled
The Covad DSL service appointment has been scheduled for 1/2/2009
between 9:00 a.m. and 1:00 p.m.

12/29/2008 12:17 PM (from Speakeasy)
COVAD: Appointment postponed

12/29/2008 11:44 AM (from Covad)
Manual type
ISP/ Zoe from Speakeasy, Inc. contacted for an update on the order.
Checked the order and found we had a FOC date for 12/26/08 and we have
received an order completion from Verizon. Ran loop test and the test
was passing and there is no DMARC information. Informed the same to ISP
and opened a trouble ticket with Verizon to tag and locate DMARC.
Ticket is committed for 12/30/08. Next update from Verizon would be by
12/31/08 12 pm EST.

12/30/2008 07:14 AM (from Covad)
Manual type
This order is in the pending loads assigned to a technician for today.
We are expecting a response from Verizon by the end of business
today.If we do not receive a response by 12 pm EST 12/31/2009 we will
contact Verizon and update the log.
Thank You,
Rama
Covad Provisioning

12/31/08 12:57 PM PITA@ COVAD CALLED FOR `1ST LVL ESC FOR MISSD APPT TKT IS PSC , I CALLE DTHE DRC TO HASV EIT MOVED TO PLD STILL PSC AT THIS TIME , IN QUEUE WITH DRC **YT

12/31/2008 10:28 AM (from Covad)
Manual type
Called up VerizonRCMC 1st level Esc and spoke with Yolanda whom we
escalated the ticket. Requested her accept the ticket as 1st level and
she updated the same on the ticket. But she informed that the
technician will be dispatched out on today and if he couldn?t complete
the task, she will redispatch on Friday,01/02/2009.
If Verizon misses the commit time frame, Covad Provisioning will
contact Verizon 2nd level management by 12 pm EST 01/02/2009 and update
the status of this order further via work logs.
Thank You,
Covad Provisioning

12/31/2008 11:37 AM (from Covad)
Manual type
Outside technician from Verizon East (South) , called in regards to a
Processing order ticket. Informed the technician that this is a
processing order and have to transfer the call to the concern
department. Technician informed he called in to verife the address and
informed he would call us back. Logs will be updated once the call back
is received from the ILEC.
Thank you,

01/02/2009 08:31 AM (from Covad)
Close Trouble Ticket
Trouble Ticket was closed on January 02, 2009 08:31:11 AM.

01/02/2009 08:31 AM (from Covad)
Manual type
Verizon has confirmed with Covad that they were unable to complete the
loop repair due to no access to the customer?

---( MY PHONE BOX IS OUT BACK, THEY DON’T NEED INTERIOR ACCESS.)

01/05/2009 03:35 PM (from Covad)
Manual type
Received a call from Julie at Speakeasy, Inc. Partner called in to open
an ILEC TT and provided the following access info
LCON:
Open access to dmarc, back of the house, ILEC tech need to go through
the alley. There are no fence.
Opened an ILEC TT. Ticket is due for Jan 6 till 7pm. Informed partner
that the next update this ticket will be by Jan 7 12pm ET.

01/05/2009 03:37 PM (from Covad)
Open Trouble Ticket
A trouble ticket has been opened with our vendor on January 05, 2009

01/06/2009 09:22 AM (from Covad)
Manual type
Verizon has advised that the loop has been delivered. However, the loop
does not meet Covad?s specifications at this time. Covad has opened a
trouble ticket for 01/06/2009 to prove continuity.. Verizon's time
frame for repair is from 8:00 a.m. to 5:00 p.m. If Verizon misses the
commit time frame, Covad Provisioning will contact Verizon 1st level
management by 12 pm EST, 01/07/2009 and update the status of this order
further via work logs.

01/06/2009 11:00 AM (from Covad)
Close Trouble Ticket
Trouble Ticket was closed on January 06, 2009 11:00:13 AM.

01/06/2009 11:00 AM (from Covad)
Open Trouble Ticket
A trouble ticket has been opened with our vendor on January 06, 2009
11:00:49 AM. Additional information will be provided by our vendor no
later than January 07, 2009 12:00:00 AM PST. We will provide additional
information as it becomes available.

01/06/2009 11:26 AM (from Covad)
Manual type
Received call from Julie at Speakeasy, Inc. She called to inform that
the ILEC technicians called the customer and informed that they have a
different address on the ticket and they are closing the trouble
ticket. Checked and found there was a dispatch out trouble ticket
created for 01/06/2009 and found the address on the ticket as ( WRONG ADDRESS) whereas the address on the order is (MY CORRECT ADDRESS). Informed Julie that we need to
work with ILEC and offered her a callback in two hours.

01/06/2009 11:46 AM (from Covad)
Manual type
**************FOLLOW UP
Called Verizon NMC spoke to Leslie regarding the service order issue,
she checked and informed that she will create an online ticket and
provide an update in couple of hours.
If we do not receive any response in couple of hours we will escalate
the issue to the next level.
Case Number: 1627273
Thank you,
Covad Customer Service

01/06/2009 01:33 PM (from Covad)
Manual type
***********FOLLOW UP
Called Escalation Supervisor Adrian Johnson, reached voice mail left a
detailed voice message to provide us an update on the internal ticket.
If we do not receive any response by 5pm EST 01/06/2009 we will contact
the next level and update the CFI by 12pm EST 01/07/2009.

01/07/2009 08:29 AM (from Covad)
Manual type
Verizon East (South) has called to pre-test this customer's line. the
test failed for Short not Deteced .
The technician will complete loop delivery and call back to co-op
test. If a call back is not received by 01/08/2009 we will contact
Telephone Company and update the log.
Thank you,
Covad Provisioning

01/07/2009 10:07 AM (from Covad)
Manual type
Verizon East (South) has called to pre-test this customer's line. the
test failed for FAILED - Excessive DC voltage T-G.The technician will
complete loop delivery and call back to co-op test. If a call back is
not received by 01/08/2009 we will contact Telephone Company and update
the log.
Thank you,
Covad Provisioning

01/07/2009 12:00 PM (from Covad)
Open Trouble Ticket
A trouble ticket has been opened with our vendor on January 07, 2009
12:00:30 PM. Additional information will be provided by our vendor no
later than January 08, 2009 12:00:00 AM PST. We will provide additional
information as it becomes available.


01/07/2009 01:47 PM (from Covad)
Manual type
Verizon East (South) technician called for Coop testing on open trouble
ticket. The Co-op test failed for Open in . The outside technician is
troubleshooting further and will call back to retest when the issue is
resolved. If a call back is not received by 01/08/2009 we will contact
ILEC and update the log notes.
Thank you,
Covad Provisioning


So, basically Verizahell originally had the wrong address. Then couldn’t gain access to a box that sit’s on the exterior of my house, with “ally access and no fence” added to the work ticket. And now that they finally got it together enough to run the line, the test come back as – Excessive DC voltage on the line. Do you think this could have been my problem for the last few years? I do? This entire process has taken almost 3 weeks, for a customer that they have had for over 8 years. How do we come together to make a class action lawsuit? I hate Verizon and want them to know every hour they have taken away from my normally happy life.

- Verizon H8er ID: D33BEE



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