I need some help. Has anyone here successfully fought a phone company.

[drm604]

I'm typing this at a public library computer. Last Thursday, around 1:30 PM, while watching streaming video of Gonzales forgetting everything, I suddenly lost the stream. Then I found I was unable to load anything. I rebooted my computer. Still nothing.

I double-checked all of my connections: computer to router, router to DSL modem, DSL modem to wall jack etc. Then I checked my phone... no dial tone. I did discover that, if I called my number from my cell my Cavalier voice mail would answer after a few rings (CaValier is my phone company).

Then I called Cavalier customer service on my cell phone. Of course I had to use 45-50 cellular minutes navigating menus and listening to muzak on hold.

Finally I got to talk to an operator. I explained that I had checked all of the connections and that the building had no junction box for me to test (you would normally use this to tell if the problem is yours or the phone companies).

The he told me that he had a quick test he could do. A few seconds later he told me that the problem was the phone company's. I think he said that it was in the "central office". I forget the exact term.

He tried to turn it back on but was unable to. He then told me that they would send out someone on Friday between 8 and 5 to fix it.

Around 4:00 PM Friday he called me back (I had given him my cell number) and told me that the technician hadn't been given all the necessary information and therefore hadn't been able to make the repair. He said they'd send somebody out on Monday.

Half an hour later he calls me and tells me that he found out what happened. Verizon (who actually owns the wires, etc.) had turned off my service DUE TO A CLERICAL ERROR!!! It would be resolved Monday.

On Monday (yesterday) they told me that a Verizon tech would go out to the central office this coming FRIDAY to fix the problem. I told them that I was extremely unhappy about this as I had done nothing to warrant a disconnection and that this problem should have been corrected the day it happened.

Yesterday (Tuesday) I used my cell to check my voice mail which, fortunately, has continued to work through all of this. There was a peppy friendly prerecorded message from Cavalier saying that it was calling to confirm that the problem had been totally resolved on Monday.

Of course this was not the case, I still had no DSL and no dial tone. I called their customer service to tell them that it had in fact not been resolved. The woman I talked to told me that my account showed a service order for someone from Verizon to come out and fix the problem on MAY 29!!!

I informed her that there was no way that was happening. She said that she would look into at least getting me a dial tone a little sooner.

After ending that conversation (still using my cell minutes) I called the Pennsylvania Public Utilities Commission and told them that I wanted to file a complaint against Cavalier and Verizon. As it turns out, I can only file a complain against Cavalier since I am not technically a customer of Verizon (even though they appear to be the ones at fault here). I filed the complaint.

After a while the woman from Cavalier called my cell phone back to tell me that she managed to get a service order for this friday for a dial tone (I'll believe it when I see it). I asked about the DSL. She said that that could be added later. I asked what that meant. She said maybe next week.

I told her that I had filed a complaint with the PUC. She asked if there was anything else she could do for me. I said yes but it didn't look like she was going to and ended the call.

Cavalier is giving me all of these excuses about how it's "not that simple", etc. Verizon won't even talk to me about it since I'm not technically their customer.

You know that if this happened to the CEO of Verizon this problem would have been fixed IMMEDIATELY (and people may have lost their jobs).

I'm currently looking for a new job so I need to be able to receive emails and phone calls. I organize 2 different meetup groups, a Democratic group and a DFA group. I'm also active in other progressive groups. All of these activities are being handicapped by a clerical error at a company that I'm not even able to file a complaint against. And they're trying to put of correcting their error for as long as they can get away with.

I would appreciate any suggestions as to how I can get this corrected. Have any of you had any luck at getting something like this fixed in a reasonable amount of time? Is there someone else I should call? I'm thinking that maybe Cavalier and Verizon both need to get some bad publicity over this to get them off of their butts.

I would appreciate any suggestions as to how I can resolve this and make them understand that they can't treat people like this.

[rox63]

1. I dealt with similar crap from Verizon when I moved

Two weeks after the move, and they were telling me it be a 3rd week before they could restore my DSL. I told them I was calling the cable company to order cable internet. My DSL was mysteriously fixed the next day. Give it a try. :)

[drm604]

7. I may try that.

But my problem is that the company that appears to be causing the problems won't talk to me since I'm not technically their customer. I'm hoping that the PUC complaint will achieve something even if it is against Cavalier rather than Verizon.

Maybe I should make a sign "Turn my phone and internet back on!!!" and stand in front of a Verizon building. I'm joking of course, but only half joking.

[donco6]

8. YES - DO THIS!

It worked for me, too. I signed up with Qwest for DSL at my new house. They told me it "wasn't available" - which was crazy since I knew people who had it there. So when the Qwest guy came to set up my regular phone, I told him it was too bad I couldn't get DSL. He says, "WHAT?" I had it hooked up by the end of the day.

[SteelPenguin]

2. You're pretty much screwed for now

There are things you can probably do in the long run, but getting them to come out tommorow and hook it up? I dont know. As far as service as long as they don't charge you for the time you're not up I don't think they're breaking the law or anything. YOu're free to cancel your account with them at any time most likely

Why not switch to verizon? The trouble seems to be that it's their line and they're taking their sweet time because you're not a customer of theirs. Cancel with Cavalier since they're obviously impotent, and sign up with Verizon. At least then you're a customer of theirs and you can yell at them when the lines go down. AS it is you're pretty much sol becuase you're using a third party and Verizon is not acccomdating to them.

Also I don't know what your other options are but do you have comcast or some other cable company that offers internet? Get that, get rid of the phone line and DSL altogether, and get a VOIP phone eliminating verizon alltogether.

[drm604]

10. Verizon costs more

and also I'm loathe to reward them for their misbehavior.

[Gidney N Cloyd]

15. Switch to Verizon, let 'em fix the line, then switch back.

:evilgrin:

[drm604]

21. I've actually considered that

but it would probably just add another layer of complications to the whole mess and make things worse.

[drm604]

11. I've thought about VOIP and cable internet

but I've heard horror stories about Comcasts VOIP, and I don't care for the idea of losing phone service when the power goes out. But I may call and at least threaten to change.

[SteelPenguin]

14. Threatening is good

Definatley try the VOIP. Forget Comcast though, go with Comcast for the cable connection and Vonage for the VOIP. Or if Comcast is offereing Digital Phone where you are, that's an adiditonal option. Take Verizon completely out of the picture.

[drm604]

23. I don't understand your Vonage suggestion.

How would I get VOIP from Vonage? Would they run cables to my home or something?

[SteelPenguin]

27. Sorry

You'd need to have Comcast or some other provider for your Internet service. Once you have that though, there are different services you can use for your Voice over IP phone. This would be a separate cost from your cable bill. The best option out there from my experience is Vonage. So you'd need both Comcast Cable AND Vonage VOIP.

[drm604]

30. I have Comcast cable for TV.

So the way it would work would be that I'd get cable internet from Comcast and then VOIP from Vonage, is that correct?

[SteelPenguin]

33. correct nt

[AndyA]

3. File a complaint with the FCC.

THAT will get results. Perhaps not very fast, but it will work.

I had to do this with AT&T - the absolute WORST communications company in the world!

[drm604]

12. Interesting suggestion.

I wasn't aware that the FCC had jurisdiction over phone service. I may look into it. Where did you complain? On their website?

[AndyA]

16. Go here.

http://www.fcc.gov/cgb/complaints_general.html

[Bryan Buchan]

4. Good Luck

When it comes to these third party services providers I hear nothing except horror stories from people when they have an issue. Unless this is your only choice of providers I would cancel your service and go with another. I have Cox Internet/Voice/Cable TV and have had issues with them too, but they are always resolved within 7 days tops, 3 days avg. I used to live in a rural area and had issues with third party companies.

[Warpy]

Post at your local Better Business Bureau site

I've done this a couple of times when I've run into bored operators and intransigent tech staff and it's gotten very fast results.

If you have any alternative for phone service, cancel your service with those bastards if, after your complaint to the BBB, they haven't decided you are no pushover and fixed your service. Then go with the alternative.

Yes, you'll have to notify everybody of the new number, but you'll be rid of those incompetent assholes forever. Oh, and don't forget to post the whole story at Craig's List in your town.

If they disconnected your service due to a clerical error, they could have had it on by that night. I'm just wondering if they haven't given your old number to another subscriber already, and that's what has them scrambling to cover their butts while you still have no service.

In any case, any complaint to the BBB gets issued to them right away. They do follow up to see if the issue has been resolved. You can do it by computer at the library but refer them to your cell phone.

[hobbit709]

5. Tell them you are deducting days of nonservice

from your bill and that if they insist on charging they can contact your attorney. Whenever I have to deal with what I call "standard answer 35B", I ask for the name of whom I'm talking to, then I ask for their supervisor's name(how do you spell that). When they realize you are putting everything down on record, their service usually starts improving at that point.

[drm604]

13. I've already mentioned that.

They have said that they will not charge me for the days of non-service.

[rumpel]

6. these companies have gotten too big for their own good

sounds like Verizon...their customer service totally went down the tubes over the past few years...

There is a group in San Diego - I have to google them though - perhaps they only deal with complaints in CA, though..I'll check and when I find it I'll post.

I also agree with the FCC and/or FTC complaint suggestion.

[northernsoul]

9. Try contacting the following

your local Better Business Bureau
your state's Attorney General's office (they should should have a consumer protection division of some sort)
your state's Public Utilities Commission
any local "Consumers' Right Alliance" type organization

Remember, the squeaky wheel gets the grease - so go (politely) give 'em hell!

[necso]

17. All I can offer is that

where I'm at, there are apparently separate techs for Verizon local phone-service (physical connections) and Verizon dsl, both at the CO (Central(ized) Office: where your phoneline goes more-or-less immediately and directly from your network-interface) and beyond. The first is the CO tech; the second, the dsl tech. (I've talked at some length to both types of techs; a number of individuals over time.) And there are limits (here, at least) on what work each type of tech can do, although when it comes to making physical phone-line connections, the CO tech appears to be the only one who can do so. (Dsl requires being connected to the "box" with dsl connections; which, here at least, are apparently present in nothing like the total number of phone-lines going into the CO.)

The primary reason I've stayed with Verizon is that it's their land-line, CO, etc -- and I suspect that other providers would add another layer of people to deal with, while eliminating direct access to Verizon techs. (Although Verizon dsl service/support (to me personally, anyway) has become generally awful, and I can't recommend Verizon to anyone.)

[hfojvt]

18. sounds like they have a very cavalier attitude towards customers

at least they live down to their name :evilgrin:

[drm604]

19. Very true.

But I've been with them over a year with zero problems up till now. It really seems like the problem is with Verizon and the they are giving Cavalier the run-around.

[GreenTea]

20. Verizon is all about ripping off the customer. I left & said fuck the phone companies for good.

Been using Vonage (cable telephone) for the past year, was able to keep my old telephone number and my bill is the same every month $24.99 including all the 24 long distance I want, ($14.99 for 500 hours of the same services) very clear reliable phone service, every phone options there is and messaging...all available for online reviewing and adjustments as well as using with any computer. Plus extra phone lines with any area code in the country I choose, (I don't have to live in that area code).

[ends_dont_justify]

22. Why not threaten to contact the local newspaper about it?

Or better, why not just contact them about it? ;)

[drm604]

24. I've thought about that.

Maybe them and the local news stations.

[GreenTea]

25. The customer service reps are trained to believe the customer is always wrong...

that the customer is always trying to pull a scam over the poor phone companies, that we are trying to get away with something for free, so one can never get anywhere with the reps...just long waits and nothing getting done except them saying it's company policy they can't do anything about it...Any if you finally do get through they say it's your fault and rely on their same old bullshit. But it's the phone companies that are usually charging for some bullshit scam...giant corporations, welcome to the republican world of fucking the worker and the customer, with nowhere to go...republican deregulation, government is not there to help the people just the corporations...Pay us or we will destroy your credit rating...while having some collection agency threatening & calling you everyday harnessing you to pay.

[drm604]

31. To be fair

the customer service reps have been very friendly and VERY apologetic. I really have no complaints about their behavior.

[rumpel]

26. Here is the group I mentioned:

As I said they may specialize only on California, but may be able to give you leads in your area.

Good luck

http://www.ucan.org/

[BlooInBloo]

28. Here's the best phone company fight EVER, for any interested...

http://media.putfile.com/Verizon-Bad-Math

[stillcool]

29. My husband is a holy- terror when it comes to crap...

like this. First he demands to speak to a supervisor, and everyone he speaks to he writes down, and makes them spell their name. Then he screams...alot. Usually in his tirade there are mentions of the police being called for theft of service or something...and the 'media' is a frequent reference as well..something about having their company name drawn through the mud. Most importantly he does not give up. When someone tells him there is nothing that can be done, he requests to speak to someone else. If that doesn't resolve anything he calls back and starts the deal all over again. As he gets bumped around from person to person, he has acquired a nice little list of personnel, as well as a reference of the various 'solutions' he has been offered. It's amazing the nonsense some reps will tell you...just to shut you up and get you off the phone. It is time consuming and infuriating, but I don't know of any other way. Good Luck!

[drm604]

32. I haven't gone to quite that level.

I've been aggressive but not to that level. If this goes on much longer I may do that.

But I was ready to bite heads off when I called them this morning. I navigated through the usual menus and entered the phone number. When I chose "check status of existing problem" it responded saying that there were no open trouble reports for that number!

When I finally got a rep she said that that system didn't always show open reports but that her computer did show one.

They're now telling me that I should have a dial tone today or tomorrow and I'm waiting for someone to call me back about the DSL.

I'm grateful for this library computer!

[loudsue]

34. Verizon is the most corrupt company I've ever dealt with.

I had their cell phone service for ONE DAY!! I got the phone from a Circuit City in a big city nearby, but there was no phone signal service at my house in the country. So, the next day I took the phone back, and cancelled my service. They charged me for minutes used, (about 3 minutes) and was charged $50 per phone (mine & my husband's) for cancellation...which they said they would waive.

Well, 2 months later, I started getting a bill in the mail for $350.00, with threats that it would go against my credit rating if I didn't pay it. I subsequently spent over 5 hours on the phone over 2 days with Verizon trying to get it all cancelled out.

The Verizon collections department will not call their service department to verify that anything has been settled. Only the service department can call collections...which they DID NOT DO. So, I kept getting bills.

Finally it was settled. Sort of.

A month or two later, I started ONCE AGAIN getting a bill for $350.00. I went through the whole process again.

I doubt it will ever be settled.

DO NOT SIGN UP FOR VERIZON FOR ANYTHING IF YOU CAN HELP IT!!

:kick::kick::kick:

[marions ghost]

39. dupe

[marions ghost]

40. agree--expect

bad experiences with Verizon. Their accounting is especially suspect.

[Holly_Hobby]

35. I once worked for a man that was the best problem-solver

on the planet. He was very tall and very wide, and HAD to fly in First Class. When he had ANY trouble whatsoever with a flight, he dictated a letter to the President of Delta and had me send it Overnight via Fed Ex.

He would get a phone call the next day from the assistant to the President, with courtesy tickets to his next flight in the mail the same week.

My boss was no one special, just a District Sales Manager, with no meaningful contacts at Delta. His letters to the right person were VERY effective.

He always said to go to the top for any kind of problems. I learned an awful lot from him, especially how to write an effective complaint letter, always carbon-copying your attorney (he made up a name of an attorney), and anyone else you can think of. After a few letters to Delta, he received kid glove service, they must have had his name on a database.

He used this tactic on a myriad of personal problems and got resolution almost immediately.

[CK_John]

36. Cavalier doesn't make any money because your dsl costs them more from

Verizon than they make from you. Cavalier doesn't your business and are hoping you drop them.

[drm604]

38. Do you have a cite for that?

They are currently running a television ad campaign in this area selling their phone service and DSL. Why would they be paying to advertise it if they lose money on it?

[Dorian Gray]

37. Cancel your phone service with them

and get phone service with someone else. Tell them that they've lost a customer. As a small phone company, that will hurt them more than anything else.

[drm604]

41. So today it was supposed to be all resolved.

I called this morning to confirm that there was a service order for today and that a tech would be going out to switch my service back on. I spoke to a nice gentleman at Cavalier's internet help desk who had access to all of my information and he explained that the service order was for this afternoon and that between 3:00 and 4:00 PM my dial tone and DSL should be back on and everything would be as it was before. He said that if it wasn't back on by around 6 I should call his department to let them know. I said that that would mean no service till at least Monday. He said no, they could pull strings and get things done over the weekend. This man was definitely someone on the internet help desk - I asked him some technical questions about the connection (would I have the same IP address, etc.) and he understood the questions and was able to answer them. He told me the procedure to follow to get through to his department as quickly as possible if I did have to call back.

Of course, 4:00 came and went and I still had no dial tone. I called the same department back around 5:30 (knowing I would likely be on hold for 30 minutes). I went through the phone menu following the directions I was given in order to get the same department. The man I got this time told me that they don't have much info on service orders and that all he could see was that I did have an open service order, he didn't know any dates or times. I told him that a gentleman in his department earlier in the day told me to call back if the problem wasn't corrected around 6 and they would pull some strings to get it serviced over the weekend. He told me that he could not help me and that I must have been talking to customer service, not the internet help desk, and that I need to call customer service tomorrow morning for help. Of course I know they won't send anybody out over the weekend. I asked to speak to his supervisor and he replied that he also wouldn't be able to help me.

I completely blew up at the guy. I told him that the way I'm being treated is completely ridiculous, that I've filed complaints with several agencies, and will be filing complaints with others. I also told him that I was seriously considering taking my business elsewhere. None of this seemed to phase him, he just kept saying "sir, I can't help you".

I am almost ready to put on a :tinfoilhat: and start wondering if they are purposely screwing with me! :mad:

[drm604]

42. PROBLEM SOLVED!

Of course I had to solve part of it for them. I woke up this morning with a brainstorm. I used to have two phone lines, from back when I had dial-up internet. I found the old splitter plug that gave access to line 2, plugged it in to a phone jack, plugged a phone into line 2 and viola, a dial tone! The same thing worked for DSL. And the phone rings when I call my home number from my cellphone. So I swapped the wires so that my jacks default to what used to be line 2. Problem solved.

They must have reconnected to the wrong line, or they somehow accidentally swapped the lines the day it went out.

They're giving me 2 months of free service. :D