120+ minutes of life gone forever

Chat Subject: Other

Your Question: Your email contact form says it can't send my message to
you because it contains "Special Characters", whatever that means.

A Verizon eCenter Representative will be with you shortly. Thank you.
Agent Kishia has joined.

Kishia: Chat ID for this session is 06201244295.

JERRY COVEY: Hello, Kishia.

Kishia: Hello. Thank you for choosing Verizon and visiting our chat
service. I will be happy to help you today.

For quality & security purposes, your session is recorded and may be
monitored or reviewed. Please do not provide sensitive information such
as social security, bank account or credit card numbers. May we view
your account information, including the services you subscribe to, so
that we may assist you during this chat with respect to available
Verizon products and services? You may deny us permission, which will
have no effect on your current services. Under federal law, it is your
right and our duty to protect your account information.

May I have permission to review your account?

JERRY COVEY: Yes.

Kishia: Thanks. Do you have FIOS Internet or High Speed Internet
service?

JERRY COVEY: Here's the message I tried to send you:

JERRY COVEY: I ported my home phone number, xxx-xxx-xxxx, from Verizon
to T-Mobile. I didn't want to change anything about my home phone
service. I just wanted to go on using my phone with a new number. I was
told I had to call Verizon after the port was finished, and request a
new number. I just spent over an hour on the phone with Francisco,
mostly listening to him say "Just a moment...", then we were
disconnected while we were in the middle of third-party verification of
my long-distance service. That was twenty minutes ago, but I haven't had
a call back from him.

He told me my new number would be xxx-xxx-xxxx and that my order number
was $number. Please let me know the status of my order and whether you
need anything further from me. It really, really shouldn't be this hard
to just continue service after porting a number out. I can be reached at
x@y.com or xxx-xxx-xxxx.

Sincerely,
Jerry Covey

JERRY COVEY: I have DSL, not FIOS.

Kishia: Our Verizon High Speed Internet Technical Support Team is best
equipped to help resolve your issue. Please hold while I now connect you
with a High Speed Internet click-to-chat support specialist. The Verizon
High Speed Internet Technical Support telephone number is (800) 567-6789
and they are available 24 hours a day, 7 days a week.

This session is being transferred.
This session is transferred to Enamul.
Agent Enamul has joined.

Enamul: Thank you for contacting Verizon HSI Technical Support. My name
is Enamul and I am the technical support analyst assigned to help you.
Please stay online for a few moments while I review the information
generated by your trouble ticket.

Enamul: Thank you for staying online. I appreciate your patience.

Enamul: For verification, please provide the following information
before we start:

- Your first and last name and relationship with the account holder.

JERRY COVEY: Jerry Covey, self.

Enamul: While I am checking your account details, may I have your
preferred email address? Could you also confirm if your High Speed
Internet number (10 digit home phone number) accepts incoming calls from
800 or toll free numbers?

JERRY COVEY: Hello?

Enamul(16:07:40): Please provide the above info as I was waiting for
your answers.

JERRY COVEY(16:08:07): Chat said we were disconnected, and it was trying
to reconnect.

Enamul(16:08:31): Okay.

JERRY COVEY(16:08:32): Email address x@y.com, as listed above.

JERRY COVEY(16:08:54): My number was disconnected when it ported to
T-Mobile.

Enamul(16:09:04): Thank you for the information Mr. Covey.

Enamul(16:10:15): I apologize for the inconvenience caused and I will
try my best to resolve the issue.

Enamul(16:12:45): Please let me know are you facing the issue on verizon
mail?

JERRY COVEY(16:13:17): Facing the issue? I don't know what you're
asking.

Enamul(16:13:27): In order to resolve this particular issue, I'd like to
start a screen sharing session that will allow me to see your screen and
share your mouse and keyboard. You'll have primary control and can end
the session at any time. Please close any confidential or private
windows except the chat window before clicking "OK" on the forthcoming
notice. Please continue to respond in the chat window every 5 minutes to
avoid disconnection. May I begin?

JERRY COVEY(16:14:04): No, what does this have to do with restoring my
phone service?

Enamul(16:15:07): Please let me know are you trying to restore phone
services?

JERRY COVEY(16:15:45): Did you read my request at the beginning of this
chat with Kishia?

Enamul(16:16:21): No I just went through your question.

Enamul(16:16:36): This was the question:Your email contact form says it
can't send my message to you because it contains "Special Characters",
whatever that means.

JERRY COVEY(16:17:02): Here's another copy of what I pasted at the
beginning of this chat session:

JERRY COVEY(16:17:44): I ported my home phone number, xxx-xxx-xxxx, from
Verizon to T-Mobile. I didn't want to change anything about my home
phone service. I just wanted to go on using my phone with a new number.
I was told I had to call Verizon after the port was finished, and
request a new number. I just spent over an hour on the phone with
Francisco, mostly listening to him say "Just a moment", then we were
disconnected while we were in the middle of third-party verification of
my long-distance service.

JERRY COVEY(16:18:00): That was twenty minutes ago, but I haven't had a
call back from him.

He told me my new number would be xxx-xxx-xxxx and that my order number
was $number. Please let me know the status of my order and whether
you need anything further from me. It really, really shouldn't be this
hard to just continue service after porting a number out. I can be
reached at x@y.com or xxx-xxx-xxxx.

Sincerely,
Jerry Covey

Enamul(16:22:22): Please allow me to arrange the call back for you right
now.

Enamul(16:23:07): Please provide me your preffered call back number?

JERRY COVEY(16:24:28): If I'm not mistaken, I mentioned xxx-xxx-xxxx
just a couple of lines above this one.

Enamul(16:25:03): I was just confirming.

JERRY COVEY(16:25:42): I've just been dealing with this for nearly two
hours.

JERRY COVEY(16:26:26): I just want to go on using my phone. It seems
like a very simple thing to want.

Enamul(16:27:37): Please allow me to connect you to the specified
department.

Enamul(16:32:18): Please allow me a moment.

JERRY COVEY(16:35:34): Someone just rang my phone ring one time, then
disconnected before I answered.

Enamul(16:36:00): Please answer it .

JERRY COVEY(16:37:08): Ok, let me repeat that.

JERRY COVEY(16:37:24): Ok, now they're calling again.

Enamul(16:37:50): Please receive.

JERRY COVEY(16:38:05): Yes, talking to him.

JERRY COVEY(16:38:15): He's asking me to close this chat window.
Goodbye.