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More Wireline Job Cuts For Verizon
1,700 Landline Technicians and Cell Center Employees
by Karl Bode 06:29PM Monday Jun 04 2012
Verizon has been laying off their landline division workers by the thousands the last few years as customers increasingly go cell only, and Verizon increasingly turns its back on both landline and DSL customers. The company today announced they'd be eliminating the positions of 1,700 landline division technicians and call center employees, many of which will be offered buyout packages. The company offered similar packages to about 12,000 employees last year. To try and milk some additional revenue out of landline customers, Verizon recently returned to forcing DSL users to subscribe to a landline. Verizon remains in negotiations with about 45,000 unionized employees who walked off the job for several weeks last year before returning to work for negotiations.

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Pathfinder
Dazed Confused
Premium
join:2000-03-26
Mount Vernon, NY

There is a big difference

between a layoff and a buy out. Please correct this.

Alex G Bell

join:2002-07-02
Boston, MA

Re: There is a big difference

It's called a "surplus," which means folks will have an opportunity to retire, but, if the company does not get enough takers, some workers hired during 2003 and later could be subject to being laid off. I suspect the company will want to use such a threat as part of the pressure it is exerting in its current negotiations with the unions.
--
"Remember, Comrade, people who are willing to destroy an efficient telephone system may not be playing with a full deck."

Pathfinder
Dazed Confused
Premium
join:2000-03-26
Mount Vernon, NY

Re: There is a big difference

I'm not sure there are any techs left hired after 2003.
axus

join:2001-06-18
Washington, DC
Reviews:
·Comcast

Re: There is a big difference

Whichever old-timers I've talked to at Verizon support from landline have been really good. I hope they keep the expensive techs, if they have to choose. I expect the quality to decline, whatever happens.

Heh, I guess Verizon's metric for when to lay people off is when hold times disappear. If customers aren't waiting on hold, they must have too many employees!

vzsux

@optonline.net
New jersey has a lot of them hired after 2003

ITALIAN926

join:2003-08-16
kudos:2
There should be no buyouts, let alone layoffs. There are a hundred cities out there that would LOVE to have FiOS. Reinstate Seidenberg.
tdar

join:2004-04-05
Satellite Beach, FL
kudos:1

Re: There is a big difference

PLEASE!

88615298
Premium
join:2004-07-28
West Tenness

Aren't call center employees form India anyways?

just sayin
axus

join:2001-06-18
Washington, DC

Re: Aren't call center employees form India anyways?

The last guy I talked to for Verizon support had an eastern European accent. He had access to do line testing and I'm not sure they farm that out.
25139889

join:2011-10-25
Toledo, OH

1 recommendation

VZ actually employees a HUGE call center in Marion, Ohio. It is the former GTE national call center and regional HQ for GTE. Most of VZ's billing for both VZ and Cellco is outsourced to 3rd party companies/countries and along with Internet, but Customer service is still provided out of Marion, Ohio.

OSUGoose

join:2007-12-27
Columbus, OH

Well

I was aable to when I worked for CallTech doing Verizon Online DSL tech support in 2004. Even had access to internal department VZ numbers, modem replacment tool, sync tool, POTS trouble ticket creator. Though I was US based, maybe the overseas ones dont have access.
sludgehound

join:2007-03-12
New York, NY

Ironic just cut cord yesterday

Was turned off yesterday. Long ride with VZ but just too much to deal with there these days. Force of habit and backup line only reason even bothered this long.
Hope techs don't spend it all in one place when they find out how cold the hiring market is in crowded major cities. Not great for unions either. Oh well change comes to us all.
25139889

join:2011-10-25
Toledo, OH

Re: Ironic just cut cord yesterday

"cord cutting" is the term used for TV. I'm sure you had a cord connecting you to the Internet.

ptrowski
Got Helix?
Premium
join:2005-03-14
Putnam, CT
kudos:4

Re: Ironic just cut cord yesterday

said by 25139889:

"cord cutting" is the term used for TV. I'm sure you had a cord connecting you to the Internet.

Cutting the cord is a phrase that has been used well before it was used in the TV sense.
tmc8080

join:2004-04-24
Brooklyn, NY
Reviews:
·ooma
·Optimum Online
·Verizon FiOS

1 recommendation

Re: Ironic just cut cord yesterday

said by ptrowski:

said by 25139889:

"cord cutting" is the term used for TV. I'm sure you had a cord connecting you to the Internet.

Cutting the cord is a phrase that has been used well before it was used in the TV sense.

Actually cord cutting refers to the OLDEST utility.. and that is electricity (a more common term is off the grid or Amish style)-- long before telecom or tv service. However, cutting this cord could leave you with a nasty shock if those cutters aren't insulated!

Smith6612
Premium,MVM
join:2008-02-01
North Tonawanda, NY
kudos:24
Reviews:
·Verizon Online DSL
·Frontier Communi..

So, about them service calls.

Apparently many areas already have a big enough service backlog to the point where the techs are not able to repair out-of-service within the 24 hour window Verizon has to get it fixed. How far are they going to get up to this time?

As far as the call center employees go, having a lack of hold times and more reps at the phone is useful for getting problems resolved. More hold times is just a problem for all.

bobgwen

join:2001-07-07
Bartow, FL

Re: So, about them service calls.

I don't like Verizon very much however I will say our home phone has never gone bad. Verizon, where I live, doesn't even offer dsl so it is a basic line. Compared to comcast which goes out every once in a while. So I guess I have never had to have a service call for my verizon landline but several for comcast and they keep asking if we want phone service with them. No thanks if you can't even keep something going.
--
brought to you by Carl's Jr.
Esteban Colberto for President of Cuba

datguy11

@verizon.net
In NY, the AG is investigating verizon for poor service and accusing them of cutting back on customer service people to the detriment of its customers.

In his reports he states that in some cases, verizon service results have declined more then 90%, and verizon has found that its cheaper to pay a 100,000 fine then to keep adequate staffing levels.

Interesting enough, the service commission may reinstate the harsher service standards it allowed to expire due to the overwhelming neglect of service in the last few years
Matt7

join:2001-01-02
Columbus, OH

VZ

Verizon Wireless has a call center in Columbus OH (well actually Dublin, OH) I pass it everyday going to work.

Most major carriers use a mix of internal and external support (outsourced).
25139889

join:2011-10-25
Toledo, OH

Re: VZ

This call center is NOT the same. That is owned and operated by Cellco. NOT Verizon.

and Cellco outsources their billing to 3rd party companies and countries. Verizon would use all of their centers that are still open first- but Tech Support and Billing is still outsourced, everything else for the most part is done internally. The Marion Call Center is East Coast during the day and West Coast at night.
tmc8080

join:2004-04-24
Brooklyn, NY
Reviews:
·ooma
·Optimum Online
·Verizon FiOS

Can you hear the higher prices?

Yes! Customers hear the higher prices, and guess what?! They're leaving you in droves! These layoffs are a direct result of higher prices and overstaffing based on the number of customers the company currently serves. The no-compete pact with Comcast and duopolization of wireless is finally coming back to bite the company's employees in the ass. Afterall, greed trickles up in good times, loss (of a job) trickles down in bad.

IowaCowboy
Iowa native
Premium
join:2010-10-16
Springfield, MA
kudos:1
Reviews:
·Verizon Broadban..
·Comcast

An alternative to job cuts

They should transfer them to their wireless division as customers are going cell only.

One of the reasons I still have a landline is I have an alarm system and I like the reliability of a landline. Also 911 call centers can pinpoint the exact location of an emergency with a landline where a cell phone can only give a general location.

In my situation, I live in a duplex and if they use GPS to locate the emergency, they can tell if it is the right or left unit in my building (each side has a separate street address) but a landline will give them the exact address of the call.

There is a family on the other side of my building with three kids that does not have a landline and they are playing with their family's safety by not having a landline. And they had to call an ambulance when the kid injured himself. Luckily they were able to give their address verbally over the phone.
tmc8080

join:2004-04-24
Brooklyn, NY
Reviews:
·ooma
·Optimum Online
·Verizon FiOS

Re: An alternative to job cuts

VOIP services can ALSO give EXACT 911 info, provided they are fully functional at the time of the emergency. Nevertheless, a cellphone should ONLY be used as a backup service. Yes, you actually have to pay money for the usf, and e911 service for you to get exact location e911-- still much cheaper than the cable, or phone company price (even with digital voice/voip service from them).

IowaCowboy
Iowa native
Premium
join:2010-10-16
Springfield, MA
kudos:1
Reviews:
·Verizon Broadban..
·Comcast

Re: An alternative to job cuts

VoIP is a joke. When the power went out last October, we were out for three days and the Comcast Digital Voice went out less that three hours after the lights went out. This was one of the reasons I went back to traditional phone service. The Verizon Wireline tech said many people were switching their phone service back to Verizon because of CDV being unreliable.

nunya
LXI 483
Premium,MVM
join:2000-12-23
O Fallon, MO
kudos:12
Reviews:
·Charter
·voip.ms
·surpasshosting

Wireline is ancient history.

Wireline is ancient history. There will be many more layoffs to follow. The Telco's made the wrong choice. Rather than expand new technology (fios, uverse) deep into every exchange, they chose to milk the old. Now "coax" is kicking their collective ILEC asses.
They are offering laughable DSL speeds, while cable is offering 30, 50, even 100 Mbps service. YOu can have HD on as many damn TV's as you want and it doesn't affect your bandwidth.

Dialtone is not a money maker. VoIP and cell services are the final nails in the coffin for POTS.
--
...because I care.
CXM_Splicer
Looking at the bigger picture
Premium
join:2011-08-11
NYC
kudos:2

Re: Wireline is ancient history.

Actually, the demise of POTS is still many years (probably decades) away. While it is true that some have canceled their home phones in favor of a cell phone... many have not. Businesses, local/state/federal government, schools, all still rely very heavily on POTS and are not going away any time soon.

Simply put, POTS is not dying naturally... it is being beaten to death.

nunya
LXI 483
Premium,MVM
join:2000-12-23
O Fallon, MO
kudos:12
Reviews:
·Charter
·voip.ms
·surpasshosting

Re: Wireline is ancient history.

I can't tell you how many municipal entities just in my little neck of the woods are seeking bids, at this moment, to switch to VoIP services system-wide.

I hate to see wireline go. It was a good thing that was misused and neglected far too long. I have a lot of friends (a lot) who still work for Ma Bell. They aren't doing much these days. 40 hr weeks are now the norm (when I was there, 60-80 was "normal").
When I first started at Ma Bell, an old cable repairman said, "Kid, just show up on time and be where you are supposed to be. You'll have a job for 30 years". Unfortunately those days are gone. Many will never see 15 or even 20 years.
--
...because I care.
tim tim tim

join:2010-08-14
Lutz, FL
kudos:2

Re: Wireline is ancient history.

POTS is dying, home phones arent, there all going VOIP. When they say landline, I assume they dont mean fios too?

nunya
LXI 483
Premium,MVM
join:2000-12-23
O Fallon, MO
kudos:12
Reviews:
·Charter
·voip.ms
·surpasshosting

Re: Wireline is ancient history.

Home phones are dieing off too. I'd say it's now approaching 50% of my customers that no longer have a "home phone", be it POTS, cable, VoIP, or any other iteration.
I'm surprised at how many "older" folks are ditching as well. It's not just the younger people.
--
...because I care.
CXM_Splicer
Looking at the bigger picture
Premium
join:2011-08-11
NYC
kudos:2

Re: Wireline is ancient history.

Yes, but these residential POTS lines arent (and never have been) profitable for wireline; thats why ditching them has always been the company's dream. The real money is in the business lines. And, as I noted before, they are keeping their lines. You claim many have switched (or are switching) to VoIP, that is not my experience... I can tell you the cross-boxes are just as full now as they have ever been.

Now, here is the ironic part: MOST of the business VoIP change-overs (around here at least) are running on copper T-1's which is still part of wireline. FIOS is also part of wireline... as are the T-1's feeding the cell sites. With all these money-makers in full swing and a declining number of residential POTS line, it is obvious that wireline is MORE profitable now then ever.

And what Tim says is very true... when a customer moves from POTS to FIOS, their still-wireline-VoIP is treated by the company as 'one less customer' when it really isn't.

nunya
LXI 483
Premium,MVM
join:2000-12-23
O Fallon, MO
kudos:12
Reviews:
·Charter
·voip.ms
·surpasshosting
You are in denial if you think the trend isn't moving businesses away as well.
I know for a fact that there are more and more spare pairs out there. I may not be in the trenches any more, but I keep my feelers out. It's not looking good for wireline.
--
...because I care.
CXM_Splicer
Looking at the bigger picture
Premium
join:2011-08-11
NYC
kudos:2

Re: Wireline is ancient history.

said by nunya:

I know for a fact that there are more and more spare pairs out there.

Perhaps in residential areas of MO but not here in NYC.

And I am still not sure how you mean a company that moves from 10 POTS lines to a fractional T-1 to get their VoIP is leaving wireline. Sure, some companies switch to Cable Company dialtone but the majority of businesses that 'switch' to VoIP go to a third party carrier which just orders a T-1 from Verizon back to their switch (I know because I put them in all the time).

nunya
LXI 483
Premium,MVM
join:2000-12-23
O Fallon, MO
kudos:12
Reviews:
·Charter
·voip.ms
·surpasshosting

Re: Wireline is ancient history.

Not everybody can be a special services tech. They'll need less installers, less cable repairmen, less splicers, ...less all around. The competition is eating the ILECs and RBOCs lunches right now.
They milked the cash cow about 10 years too long. They are like a 40 year old stripper still expecting to make 25 year old tips. It isn't going to happen. Why pay extra for the 40 year old stripper when I can see the 25 y.o. for less. And she does "more", so to speak.
--
...because I care.

caria

@comcast.net

sad more jobs lost

I work in callcenter I keep wait for axe the drop on us and yes i am in one of the few callcenters in usa. They keep changing what we do making more rules that make it harder to do the job. That gives them easy way to fire us. Yes you have to change keep company going but don't have makeup stats that don't really in part the job.