Verizon Home Phone: Customer Service Review

Installation of my second line - Before I moved into this house six and a half years ago, the jack in my bedroom had been converted into a second line. Recently, I wanted to have it turned on. Speaking to Verizon, I was told that the line could be turned on without a charge and that it'd take about five days.

When I finally decided to have the second line turned on, it turned out that there was a charge to turn the line on and that it would actually take a week and a half to have someone come out to do the wire work in the box outside.

When the tech came out here a week and a half later, he looked dumbfounded when he opened the box. He said that someone had been messing around in there. After working on it for about an hour, he decided that the second line underground didn't work.

Between the two of us, we figured out that when the buried phone line was fried during a storm a few years back that the phone company never replaced it. They merely switched the main line over to that second line since we weren't using it. They never told us this though nor reported it to Verizon. This meant that turning on my second line would involve burying another line. This was supposed to happen the beginning of the following week.

It is now the end of that following week. In calling Friday to find out what was going on with this, no one had any answers. I also discovered that the billing for the second line was incorrect. The second line was supposed to have been setup to be billed separately. However, it was combined with the main line. Repair transferred me over to customer service to correct the billing issue.

Customer service fixed the issue, but refused to give me any type of credit for the delayed line installation or for the hassle.

While I was speaking to customer service, the manager from Verizon Repair left a voice mail. Her message stated that someone would be in touch either later that day or early next week about the second line installation. I haven't heard from them yet and I find it appalling that Verizon hasn't offered me anything for these delays that are their own fault.