Disabled Without Service

Posted Tue April 13, 2010 11:30 am, by Suzanne B. written to Verizon Local Telephone (and FIOS)

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S.Bowers


Verizon FiOS,

On Saturday, April 3, all of my FiOS programs went down – Internet, phone and TV. Because I had no phone service, I had to walk to a neighbor’s to call your company for support. I was told at that time to check a multitude of items in an attempt to restore the service. I also was told at the time, via a voice message, that I could not expect repair service until the afternoon of Tuesday, April 6. I was astounded, upset and scared, as I am not only disabled, but also am a freelance writer with strict e-mail deadlines.



On Sunday, April 4, a friend loaned me her cell phone and I again called your support number. The tech told me to again recheck the electrical connections in the house. Being disabled, I did not have the energy to recheck all of the power sources. I also knew the problem was not due to any electrical problems inside, as everything in the house was working. I do not like to dwell on my disabilities, but after spending a good hour crawling around on the floor following the tech’s suggestions, I was in pretty bad shape, physically and emotionally. Actually, I still am.



During this time, I also had trouble with my burglar alarm system that kept beeping with a “communication failure” message on the keypad, which created security concerns as well.



The second tech I spoke to on April 4 did schedule an earlier service call for the afternoon of Monday, April 5. I begged and pleaded for a sooner service call, but he said he could not schedule anything sooner and that there might be a service fee. I do not know if you have any policies in place for your disabled customers, who solely rely on your services, but I do know your inflexible service scheduling does not at this time take into consideration those of us who are disabled and cannot afford to be without communication services for a long period of time. And, three to four days is a long period. Mentioning an additional service fee did not sit well with me either.



At this point, I plan on staying with Verizon – simply because I do have the energy to change much of anything and my long-standing e-mail is my work contact address. I do, however, ask that my records note that I am disabled and FiOS is my only communication source.


I want to make it clear that I need, due to severe physical impairments, more efficient service when I am left without any form of communication for three to four days again. This delay in service put my home security and myself in an unsafe position.



As I stated, I need a reliable company that takes the time to build into its schedule or is at least willing to make the time for emergency service calls, especially when all communications systems in the house are down in which safety issue could arise.



I have been told to get a cell phone, but haven’t felt I could afford yet another communications device. Regardless, if I had had a cell phone, I still would have been angry at the inept service during this recent problem and the little concern shown for the fact that I am disabled. I don’t want special treatment or sympathy – just descent service and cooperation when faced with an emergency situation. Sincerely, Suzanne Bowers

Keep on file that I am disabled and need emergency service when my FiOS systems goes down, as it is my only communication resource.

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Re: Disabled Without Service by Harleycat Posted Wed April 14, 2010 @ 11:31 PM Does Verizon know that you are disabled? Verizon has a special needs department and you need to tell them that you are disabled. Everyone can say they are disabled and need to have repairs on a priority status but you actually have to register as such if you want that type of service. OK, that being said. FiOs is a new technology. Whenever a new technology comes out, the carriers have a limited amount of techs who can do the installs/repairs so sometimes you have to wait. I do suggest a prepaid cell phone for such times. You can pay for a small amount of minutes but at least you will have service if you need it. Lastly..if you don't want to crawl around doing the various things they suggest, just tell them so. It's not mandatory. They only do this so you can possibly avoid a repair charge if the problem is actually in your home. I give you this advise as both a fellow disabled person but also as a Telecom Analyst for more than 30 years. Reply Re: Disabled Without Service by fairywithfangs Posted Wed April 14, 2010 @ 5:08 PM While I understand that being without a computer/phone/etc is a HUGE hassle, there is no way that Verizon could have handled this any better. The outage happened on a saturday, they came and fixed in on monday, my phone company does not come out on weekends either - I found this out when our modem suddenly blew. I have even worked in offices where we have lost internet and they have not been able to get a service tech out until the next day. I don't see what they could have done differently. Outages happen there is no way for verizon to make sure that this never ever happens. Reply outages by PepperElf Wed April 14, 2010 @ 6:47 PM Hmm by NathanG Wed April 14, 2010 @ 8:33 PM That's why by Donno Wed April 14, 2010 @ 11:07 PM but the rest of us haven't taken this course. by olie Thu April 15, 2010 @ 12:22 AM I tried by NathanG Thu April 15, 2010 @ 8:10 AM This reminds me by Donno Sun April 18, 2010 @ 11:22 AM HA! by Batman Tue April 20, 2010 @ 1:35 AM I hope they know.. by Harleycat Sat April 17, 2010 @ 12:50 AM "I have been told to get a cell phone" by Donno Posted Tue April 13, 2010 @ 8:59 PM I would get rid of FIOS, and then you could afford a low-end cell phone with no problem. I use DSL, and it costs $14.99 a month. If you were a freelance photographer, it might not work fast enough. But you are a freelance writer. I don't think it is reasonable to expect prompt service from Verizon. I know I don't. DSL, FIOS, whatever, there are going to be service delays. And to put the onus on VZ for you emergency needs, that doesn't seem right. Only if they had some guaranteed service clause could you expect that, and you would have to pay a lot for it. Reply RE by RowdyRetailer Tue April 13, 2010 @ 11:12 PM DSL availability by ST Tue April 13, 2010 @ 11:13 PM Re: Disabled Without Service by RowdyRetailer Posted Tue April 13, 2010 @ 12:47 PM Sounds to me like you need to get a cell phone if you are that dependant on a phone. Back before cell phones, people just waited for service Outages happen, you just need to be prepared for them. Good Day Reply I agree by RedheadwGlasses Tue April 13, 2010 @ 8:03 PM Re: Disabled Without Service by NathanG Posted Tue April 13, 2010 @ 12:23 PM While I understand its frustrating that you lost your services I dont think you deserve special service because you are diabled. Also the fact that you work from home doesnt make your situation any worse than someone else. If anything it prooves you should be prepared and have backups for everything due to the fact that its your livlihood. Get yourself a cell phone that way you have 2 ways of communicating. You didnt really say much as to what they asked you to check in regards to the Fios box, modem, etc. Because you lost all 3 services there is really only one place you can check and thats in the connection that comes into the home. After that it ends up going all over the house. Reply