Review by keith_gray 
UPDATED: 112 days ago
member for 294 days, 10 visits, last login: 112 days ago
 Maysville,Banks,GA
 $35 per month (12 month contract)
 "Buying it was easy..."
 "getting them to realize they have a provisioning problem..impossible!"
 "Run....Run far and fast."
| Web-site:
Ease of Installation:
Call Quality:
Reliability:
Tech Support:
Value for money:
(ratings match consensus)
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--Scope--
The scope of this article is document the experience with Verizon Voice Wing VOIP Service.
--Rationale--
The rationale for switching Voip carriers is rooted in the understanding that Vonage was, at the time, having serious financial trouble brought on by, in part, a lawsuit from Verizon that stated that Vonage had illegally used Verizon patented technology in the Vonage network architecture; coupled with my own personal opinion that Verizon was attempting to litigate Vonage out of competition. Prudence dictated that switching carriers to the carrier that was likely to win the suit seemed to follow simple logic. I did not want to get caught up in the confusion while switching from Vonage to Verizon.
So, I opened an account at Verizon (678-392-1234) while maintaining my account at Vonage ( ---Redacted---). Then, after a couple of weeks as confidence in the Verizon system had been achieved, I would transfer my phone number permanently to Verizon.
-- Installation --
The Installation of the Verizon ATA went fine. There seemed to be no problems. I had dial tone for one maybe two days. I am not exactly sure within the 48 hour period when the ATA stopped working.
-- Technical Resolution --
After speaking with several incredibly incompetent technicians, I finally spoke with Jordon. He knew what he was talking about. After several tries and procedures provided by Jordon for me to try at home, we still had no resolution. Jordon tried changing port values and re-entering the MAC manually (or at least verifying it). The problem seemed to be in the provisioning not necessarily in the hardware, nevertheless, a resolution was not forthcoming. After attempting the few homework assignments that Jordon offered, the problem still remained. I tried calling Jordon back but I could not get back to him, directly, without going through the interminable wait time or navigation through the call center. So I tried several other things related to my home network architecture.
1. Moved the Verizon ATA closest to the Modem.
2. Removed the Vonage ATA completely from the network.
3. Tried three different phones: Two cordless and one wireline.
4. Again verified that the MAC address on the ATA matched the MAC listed on the Verizon PAM.
5. Static IP address rather than DHCP.
6. Connected only the Verizon ATA directly to the Modem.
Failing these items, I unplugged the Verizon ATA and restored my network to its current configuration and began the money recovery effort. I figured that if I just stopped paying then Verizon would claim that they closed down my account for non-payment. So, during all of this configuration and troubleshooting effort, I dutifully continued to pay my bill.
--Correspondence--
--Keith gray 10:13, 15 September 2007 (EDT)
Called Verizon on 9-14-2007 and spoke to "Joe", the CSR. I relayed the recent events and requested a refund for the three months of no-service. "Joe" apologized for Verizon's inability to resolve the issue and said that he would speak to his manager and request a refund.
"Joe" specifically said:
1. A refund would be issued in the amount of $86.37 (3 x $28.79) within 5 - 7 Business days. I had requested a refund of $95.01. The difference being a shipping charge for the phone ATA, which, in good will, I was willing to waive.
2. A confirmation email would immediately follow our conversation.
3. Access to the online Personal Account Manager would remain in effect for an additional 60 days.
"Joe" specifically did:
1. A refund was not issued in the requested amount nor was a refund issued in the agreed amount. In fact, no refund was issued at all. In addition, while reviewing my credit card statement, I discovered that, while I was in conversation with "Joe" regarding the refund, Verizon had already again charged my credit card and, since the date of the charge was 9-4-2007 (The charge posted to my CC on 9-7-2007) , "Joe" must have known of the additional charge but willfully said nothing about it.
2. I did receive an email stating that September's charge of $28.79 had been successfully processed. However, I did not receive an email confirming that I had terminated my service and/or that a refund would be forthcoming in 5-7 business days.
3. After discovering that my credit card had again been charged, I went to the Personal Account Manager (PAM) to which I still, allegedly, had access and discovered that in fact, I do not have access.
In Summary, "Joe", and therefore Verizon, was long on talk and short on walk.
--Keith gray 17:27, 28 September 2007 (EDT)
Called Verizon on 9-27-2007 2:32 PM and spoke to "Asker", the CSR. Again, I relayed the recent events and requested a refund for the four months of no-service. "Asker" apologized for Verizon's inability to resolve the issue and said that he would speak to his manager and issue an escalation.
"Asker" specifically said:
1. He promised to issue the escalation notice for the refund of $115.16 (4 x $28.79)
2. He would ensure that my credit card would NOT be charged again.
At this point, I have no reason to believe that any statements made or Action Items to which agreed will be honored.
--Keith gray 10:15, 12 October 2007 (EDT)
As of today, there has been no resolution or correspondence other than what I have initiated.
"Asker" specifically did:
1. He may have kept his promise to issue an escalation but I have still not received my refund.
2. He said he would ensure that my Credit Card would no longer be charged. So far, this is the only thing that Verizon has successfully completed.
To date, I still retain my Vonage account and phone number having been unable to resolve the technical or monetary issues.
Since Verizon has refused to issue a refund for the agreed amount, whether through willful neglect or through incompetence, I am compelled to include the aforementioned shipping fee in the refund amount. However, I'll decide that later. (See below)
Paypal Mastercard Statement Excerpt Date ↓ Time ↓ Time Zone ↓ Name ↓ Type ↓ Status ↓ Currency ↓ Gross ↓ Net ↓ Transaction ID ↓ Reference Txn ID ↓
9/7/2007 18:49:57 PDT VERIZON*VOICE OVER IP 800-505-6495 VA Debit Card Purchase Completed USD -28.79 -28.79 ---Redacted--- ---Redacted---
8/7/2007 18:02:08 PDT VERIZON*VOICE OVER IP 800-505-6495 VA Debit Card Purchase Completed USD -28.79 -28.79 ---Redacted--- ---Redacted---
7/8/2007 17:26:56 PDT VERIZON*VOICE OVER IP 800-505-6495 VA Debit Card Purchase Completed USD -28.79 -28.79 ---Redacted--- ---Redacted---
6/5/2007 1:25:48 PDT VERIZON*VOICE OVER IP 800-505-6495 VA Debit Card Purchase Completed USD -37.43 -37.43 ---Redacted--- ---Redacted---
--Keith gray 15:02, 12 October 2007 (EDT)
Spoke to Shante (CSR), Joe(CSR billing), Phillip (Supervisor) and Ken (Supervisor). All of whom, said that because Verizon did not receive a return call to Jordon's repair efforts, they could not refund any of the four months of service, but that they would waive the early termination fee. Ken said "We can not refund money simply because you choose not to use it."
While, on the surface, I agree with that statement, his utterance does not change the fact that one cannot use a service if that service is not provided. I contracted with Verizon for VOIP service in exchange for payments. I kept my end of the contract, Verizon has not.
--Keith gray 10:36, 16 October 2007 (EST)
From: Keith Gray
Sent: Monday, October 15, 2007 5:43 PM
To: 'james.albert.smith@verizon.com'
Cc: 'bobbi.henson@verizon.com'; 'bob.elek@verizon.com'
Subject: Marketing view of Customer Satisfaction
Attachments: Verizon Customer No Service.pdf
Dear Mr. Smith, et al,
I am writing you today with hope that Verizon and I can come to terms with a customer service issue that is continually being stalled by the Customer Service group within the Voice Wing business unit. Please read the attached PDF. This PDF documents and chronicles my efforts to find a resolution. After months of attempts and wading through incessant obfuscation, I am beginning to believe that Verizon does not intend to honor its commitments. I truly hope that you will afford this issue due consideration. I encourage you investigate this matter within Voice Wing customer service group to verify its validity.
Please feel free to forward this email to the appropriate individual within Verizon who might best be in a position to resolve this. I may be contacted by using the information below.
Regards,
Keith A. Gray Sr.
-- redacted --
-- redacted --
-- redacted --
-- redacted --
No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.488 / Virus Database: 269.14.11/1071 - Release Date: 10/15/2007 6:48 AM
-- Verizon Code of Conduct--
ACCOUNTABILITY
We take responsibility for our actions as individuals, as team members, and as an organization. We work together, support one another and never let the customer — or our coworkers — down. Great companies are judged by what they do, not by what they say. To be the best, we're going to keep pushing ourselves in new and exciting directions. These values will guide our every action.
This quote is taken directly out of the Corporate Code Of Conduct available on the Verizon website. In Verizon's Code of Conduct, it enumerates Verizon's stated concepts of Peer/Customer satisfaction and support. After reading the VERIZON COMMITMENT AND VALUES page within this document, I honestly believe that Verizon's commitment to customer satisfaction is superficial at best, and at worst sloganeering.
The Verizon Slogan is "It's the Network". It had better be the network because it is certainly not customer satisfaction.
--Keith gray 10:21, 16 November 2007 (EST)
To date, Verizon Voice Wing has done nothing to make me whole. I have experienced lies, obfuscation and unabated apathy. It is apparent that Verizon Voice Wing has no intention of satisfying the needs of the customer. I will never use any other Verizon product. To anyone contemplating service through Verizon Voice Wing, consider this post- Fair Warning. By the way, I am considering an action with the FTC.
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