Any helpful hint or escalation to get to a quick solution on this will be very very appreciated!!! This has been a painful experience and I am still currently in the middle of this. The worse part is that this has now caused outage in my property which impacting 3 families lived there.
After a week long of talking to several reps, a rep was finally able to clearly explain to me the process to change name on an account.
On Sunday, August 15th, a rep submitted 2 orders with following detail and confirmations:
- NJ11256854xxx - Transferring of Ownership
- NJ11256855xxx - upgrade of internet speed with 2 year contract agreement
- confirmation that no internet service interruption will occur during this process
On Monday, August 16th, we experienced service interruption... we called in twice, each time we ended up spending more than an hour on the call with no resolution to get us back and running.
The 1st time, without clearly explaining what the issue is, the representative told us that he knows what the issue is and that will "work around" the system and give us a call back later. Of course, what ever he did, didn't fix the outage. Below were 2 things he did (We found out later from email notification)
- on NJ11256854xxx - cancelled the transferring of ownership order
- on NJ11256855xxx - changed the order to below...which made completely no sense to me...
Fios Internet 50/50 $89.99
24 Mo. Internet Contract Discount -$5.00
Fios Internet 50M Upgrade Discount -$5.00
Agreement Discount -$20.00
HBO NOW $14.99 per month - Free for 1 month Fee Waived
Fios Quantum Gateway+Tech Support Pro $15.00
The 2nd time when we called back, we were told that there is a bug with the owner transferring system that's causing this issue. However, they do not have a work around to get our internet back and running at this point. The only thing that can be done is submitting another ticket to another team to see what exactly the issue is: 5942xxx. We were advising that this could take up to 48 hours and that we should follow up again the next day.
This is where we are right now. I can't get over the thought that there is nothing Verizon can do to get our internet back and running given that network infra seems to be perfectly fine. It also doesn't seem clear to me if this can be address fairly fast. So I hope that someone escalate or provide additional guidance here in the forum because internet service is critical to families in this property as several of them need to work from home.