I had an experience last night, which left me speechless. I was flabbergasted. Now before you jump to the wrong conclusions, it had to do with Verizon (Frontier) FIOS Customer Support. I could not believe what I heard over the phone and what I was expected to do to resolve my dilemma. What is wrong with companies these days? Unbelievable. Perhaps, I better start at the beginning.
I was turning off the lights, preparing to go to bed when out of the corner of my eye; I caught a glimpse of the FIOS Router which stopped me cold in my tracks. There it was…my old nemeses…the Yellow Light of Death. It glowed fiercely. Unblinking. Impotent and unapologetic, much like the company that made it. It taunted me and I glared back at it, squinting one eye like Clint Eastwood.
Yes, I had seen this before. In fact, I was getting all too familiar with the once a month occurrence which disrupted the household’s internet connectivity and wreaked havoc on all those seeking to join with the internet collective to work from home, research school assignments or write up a new theatrical review. I could have ignored it, gone to bed and left first thing in the morning for work feigning ignorance, but I knew my son would discover it after school tomorrow.
What kind of beast would I be to prevent him from catching up on the latest episode of Psych or listening to music on YouTube? To leave him in that state of deprivation, well, I could scarcely call myself a father after that could I? So, I took in a long breath for courage, grabbed my cell phone and sat down at the computer resigned to initiate another pleasant Fios Support call.
The first few times, I had to scramble around to even locate the support number for Verizon (Frontier). Don’t laugh, if your internet is down, you can’t just look it up online now, can you? I had to locate the actual hardcopy paper we received when FIOS was installed. Like I said, the first few times, I had to dig around to locate the number; but now it’s firmly entrenched on my cell phone’s quick dial – though I am confident that in a few more months, I will have it fixed permanent to memory, like my social security number.
The one hopeful thought I had was that I might not actually have to speak to a Verizon (Frontier) support representative, as several times I was able to resolve the incident by just using their automated service. I know, that sounds like magic doesn’t it. I mean that the service was intelligent enough to take my phone number, run a test of the line and perform some automated maintenance, like waking up a line. Sweet, huh? Regrettably, that was not going to be the case tonight.
My initial call reached an answering machine which told me that I was calling outside of normal business hours and that I should call back. In disbelief, I called back twice more, just to verify that I was not inadvertently hitting the wrong number. What happened to the automate service? Luckily, I had my backup support number handy. I had been coveting that backup number for a while now, just for a time such as this. It had been provided to me by an unusually helpful Verizon (Frontier) employee. I can only surmise that they were new to the job. I imagine that by now, they had already lost any residual vestiges of humanity and along with that, any willingness or desire to actually help another human being in need.
I dialed up the number and was greeted by a human voice, welcoming me to the Seventh Ring of Hell….errr, I mean Verizon (Frontier) Customer Support. I then regurgitate the familiar liturgy and response in perfect tandem with the gentleman on the other end of the phone. He took a small pause and I so much wanted to say Amen, but held my tongue.
I explained the problem. The internet light is yellow, I said. It’s a common enough problem that it should have been enough information to move him right along to the “fix-it” phase of the conversation, but not tonight. He needs more information. I swallow my pride along with any hope of getting to bed before midnight and lapse into a tearful retelling of the entire sordid history of the Yellow Light of Death and my many horrific encounters with it. I decide to be helpful and suggest that resolution to the problem was frequently just having Verizon wake up the line. I even mention how effective and wondrous the automated diagnosis and resolution system was.
He interrupts my revelry to tell me that the system was taken from them. At first I wasn’t sure what he was saying and asked for clarification. He repeated flatly, that the old system had been taken from them and he would not be able to use it to resolve me problem. I think I was struck by the use of the term “Taken”. I found myself wondering if perhaps the system had been stolen by some nefarious employee of Comcast to bring shame and ridicule upon the Verizon Empire. If it was not stolen, perhaps someone had simply misplaced the system, like a set of car keys and if I waited for a couple of minutes, surely someone there would find them. Perhaps an employee had accidentally put the system in their pocket at the end of their shift and taken it home with them. We all make mistakes and upon noticing this, they would return to work with the system and everything would be fine.
Apparently, none of my ruminations were accurate. For whatever reason, the company had “taken” the system away and the Support Representatives were no longer able to use it. Well, if that’s the case, how can we resolve the problem with the Yellow Light of Death, I inquired with trepidation. Well, he said, you are going to have to unplug the box and open up the hatch and disconnect the red and black wires for 30 seconds. What? What did he say to me?
Is he asking me to defuse a bomb? Me? Isn’t there anyone more qualified that me to do this? He explained that it wasn’t the router I was going to have to open up. Regrettably, I had already unscrewed the router and had it in three pieces. He explained that there was a box somewhere at the point where the FIOS lined entered the house. I was going to have to find it, unplug it and then open up the hatch. Inside I would find a large backup battery. I would then have to remove the red and black wire and count to 30 before reconnecting them. That would reset the line and should resolve the problem.
I let a long moment of silence pass between us. Was he kidding me? In some misguided effort to save money, the greatest minds at the Verizon (Frontier) Empire had deemed the wisest course of action to save money, was to stop paying for a system which successfully allowed their support personnel to remotely connect to customer’s routers and resolve their problems. The system was flawed but at least it worked. They were replacing that system, with requiring their phone support personnel to train each of their customers to become unpaid Verizon Support Technicians and to service their own FIOS connections!!!!
Where was I? Had I fallen asleep and entered the Bizarro world of the Superman comics where everything was backwards? Did I, like Olivia, cross over to the Fringe parallel dimension, home to the evil Walternate? What was going on? How could any company get to the point, where they truly believed that the only way that they could continue to exist, would be to stop paying for customer service and leverage the customers themselves to become unpaid technicians? Was this really the only option left to them? I mumbled something to the man about how sad it was that a company would come to the place where they would just tossed in towel on customer support; basically admitting that the customer, yes, even one’s untrained grandmothers and grandfathers were more capable of resolving Verizon FIOS issues than their trained staff and their topnotch automated system.
I numbly walked out into the garage, located the box, unplugged it, opened up the hatch, removed the backup battery pack, unplugged the red and black wire, counted to 30, reattached the wires, put the battery back in place, closed the hatch, plugged the power cord back in, powered the router back on and verified that the internet light was now a joyful green before climbing the stairs to my bedroom.
As I lay down to sleep, I said a silent prayer mourning the death of customer service and for the strength to face a world where corporate greed had taken primacy over providing trustworthy support to paying clientele. Heaven help us.
My sleep was restless and uneasy that night, as I was plagued by dreadful visions of the world to come; a world where we pay dentists but have to fill our own cavities, pay surgeons but have to cut ourselves open under the direction of a disembodied voice of some technician on the other end of a phone; pay grocery stores but have to function as our own cashiers and baggers.
Oh man; we already have to do that today.
ruth greenwood
January 4, 2017
Very amusing… My moment of power came when I wound up “translating” on a 3-way call…me in the US, and hardware/software support in two Indian regions who could not understand each other. Me, a Jewish kid from Detroit wound up interpreting between North and South India. If only all global misunderstandings could be so deftly resolved…. And now I am descending to Southern Myhouse to unhook MY Verizon box, bleeping after a storm. Thanks for the chuckle.
Michael
July 2, 2013
In a world where self-professed writers take their “skills” and apply them to monotonous happenings, where words like “ruminations” are strewn about to show this supposed literary prowess, and where anyone can blog about anything (a bizzare re-imagining of a great television show about nothing), we get this dribble. Yes, dribble. Seriously, my waffle maker is acting weird this morning. Anyone wanna write about that? My remote control occasionally needs to be banged in order to work. Any takers? I get the yellow lights on my router. I don’t consider myself a tech to unplug the router and boot (or if it’s on, reboot) my PC. It’s not unpaid tech – it’s me not wasting my time (or Verizon’s if you want to be a corporate meglomaniac) calling into customer support. I am no supporter of Verizon (their latest “upgrade fee” for cell phones is outrageous), but write about something more important than how silly you are for spending a lot of time on the phone with support when your resolution was within 5 minutes of your reach. Doh! Oh, and before you flame back (you know what flaming is, right? I mean, you are on the internet pontificating and waxing on about your problems), just understand that I myself was looking for a way to get past a Verizon walled garden.
David G.
July 3, 2013
Hi Michael, I appreciate your comments and willingness to take the time to respond to this article. Just to be clear, it was a bit more than powering off my router. My router is in my home and I reset it frequently In the article, I was referring to the junction box where the fios enters the house. Perhaps the same difference between turning off a spigot under the toilet to turn off the water and having to go out into the yard to turn off the water supply for the entire house. So, in my mind it’s a little bit different than just regular maintenance of the router.
With that said, I agree with you that blogging gives us the ability to spout off about the minutiae of our life, but if you read any of my other posting, you will see that it’s one of the only rants I have uploaded. The other articles are focused more on reviews and subjects which are meaningful to myself and perhaps others. Keep in mind, my intent with this article was threefold:
1. Related an experience I had.
2. Provide others enough information for how they can fix their own FIOS issues without having to call Support and…
3. Have a little fun, writing a bit tongue-in-cheek, with the intent that others experiencing similar situations, might get a laugh and not get so worked up/
Clearly, I have failed to inspire such in you, but I do appreciate the fact that you read the article and I hope that you, like others, have found the solution to resolving a recurring problem with their FIOS connection.
I haven’t written here in a while, but you have inspired me to return and upload more articles. Thanks.
anothercouponkernel
May 29, 2013
The self-checkout in my neck of the woods always has a cashier at the front of the area to help with any problems one might encounter. I don’t see cashiers going away any time soon. Self-checkout isn’t the wave of the future, it is simply an option.
Misty
May 22, 2013
Just got off the phone with Frontier for probably the 10th time in the last couple months with
no resolution to my requests and read this post of yours…….. OMG I feel so much better and laughed so much at your witty writing…. Love It Love It Love It write more!!!
Thanks for making me smile and feel not alone in frustration with Frontier!!
David G.
May 23, 2013
Thanks, Misty. Glad to know that some of my frustration has resulted in helping others not only to troubleshoot their own FIOS issues, but also to smile and laugh about it. Hang in there. You are definitely not alone.
MarketingUnlocked (@MarketingUnlock)
May 1, 2013
David; great writing. You’ve successfully captured the frustrations so many of us feel when dealing with one of the tech support departments that maybe should be in India. Ironically,
I’m on my way to a customer’s house now to examine his FIOS router set up. His previously functioning remote automation system can no longer see the home from the outside. It’s as though his router has mysteriously returned to factory defaults. Glory be.
Now, if only I can keep from spending time on the phone with Frontier’s support department……
Michael Jensen
February 23, 2013
Every now and then — and it usually doesn’t last longer than a day — but it happens about once a week — this happens to me — except that — the fix — only lasts for about 10 minutes — then my internet dies again — usually I just give up — go to bed — go to work — come home the next day — and everything is fine and I forget about it — but I’m thinking I should probably call tech support anyway and just try to have them deal with it… or maybe request a new ONT (the white box with the battery in it is called the ONT).
David G.
February 23, 2013
Michael, it sounds like you’re experiencing something a bit more severe than what I went through. You should definitely call support. You may need to have them send you a new Router – I had to do that myself once. It was especially nice because my old router did not handle Wireless ‘N’, but the new one does.
JP
February 7, 2013
I learned how to do that myself. I take pride in the fact that I can work out and solve these problems without having to call tech support. Mostly because I realize I can work it out myself faster than the time it takes to make that call and go through all that bologna. I’m actually now trying to determine where to purchase a suitable replacement for that battery, as I’m fairly certain it is nearing the end of it’s operational life.
anothercouponkernel
January 28, 2013
Wow. I’d be overjoyed to have a tech tell me how to fix a recurring problem myself so that I didn’t have to always call into the ‘help void’ and explain, wait, re-explain, wait, get frustrated trying to get the issue resolved. Now when you see the yellow-light-of-death you can resolve the issue in under a minute without ever having to place a call. You should thank the Verizon tech who gave you this power!
As for self checkout lines? It’s an option, no one forces you to use it. You don’t pay grocery stores you pay for what you purchase. Don’t want self checkout? Don’t use it. They’re not taking anything away from you they’re giving you choices, options. And that’s a good thing. 🙂
(sorry if this posts twice, had trouble logging in)
Michael Jensen
February 23, 2013
RE:”As for self checkout lines? It’s an option, no one forces you to use it.”
It depends on the time of night — for example — if I go to the 24 hour QFC (most of them are 24 hours in my area and have been since before the self-checkout BS — which is coming to a fast food restaurant near you soon btw!) — if I go in around 1 am — the only cashier lane that’s open, you have to ring a bell to get the cashier to come, and it’s only allowed for 15 items or less.
Don’t get me wrong — I like that they have the option to do this temporarily, like during an emergency (like if half the staff calls in “sick” on new years day for example — or heck — on any big holiday — more time off for the hardworking employees? I’m fine with that…) — but every night? That’s just lame.
David G.
February 23, 2013
A local Albertson’s does the same thing late at night or very earlier in the morning. Another problem with the self-checkout like, is that there are items in the store which they will not let you self checkout, in which case you need to ring them bell and have a cashier called to assist you any way. I agree with Michael that they occasional usage is fine,but where does it end? If we start eliminating these entry level positions, where will kids get their first job experience?
anothercouponkernel
May 29, 2013
At 1am of course they will have a skeleton crew, because business is so very low then. It wouldn’t make sense to have many cashiers working then. If they only let you have 15 items at a time, just split the order up into several transactions!
Pat Mioduch
December 5, 2012
Good God – I was thinking about switching to Frontier but after reading about all the problems I will look somewhere else. Thanks all for your input.
David G.
December 5, 2012
Hi Pat, I have to assume by the number of page views I continue to get on this blog entry, that there are many other Frontier or Verizon customers which are continuing to experience similar challenges.
Morlock
October 19, 2012
David, it is the enlightening perspicacity to your inner workings and apparent (self-imposed?) limitations that I find so entertaining. It isn’t that I can’t empathize. Only five minutes ago I yet again performed the Frontier/Verizon/FIOS Complete Reset Ritual to restore my home service. I now do this on average 3-4 times a month and, occasionally, repeatedly on a single day. Yes, I’ve dealt with Frontier’s Customer “Service”, but found I can fix it much faster even than it takes to get a person to respond on the other end of the line. I don’t even bother calling those boobs anymore. I can also bag my own groceries and never really considered what a superhuman he-man I was until I read your article. Judging from your photo, you and I evolved from a different era than the one we now find ourselves in. It is what it is. Regrettably, you have become Eloi with so many others. Thank you very much for differentiating us and making me feel a little better. Please write additional short stories and elaborate on the tasks. I await new insight and amusement.
David G.
October 23, 2012
I agree with you, Morlock that now it is more expedient to reset the fios box than to bother calling Frontier Support, though it’s regrettable to learn that the Morlocks seem to have lost their sense of humor.
Pete S.
September 1, 2012
Wow! It sounds like what happened to Rick happened to you. I had the same yellow light of death twice this week. The first time, the rep reset the line for me, the second time (yesterday) the automated system did it. I’m in an area that Verizon kept though. It sounds like Frontier just didn’t want to pay for the automated systems in the areas they purchased from Verizon. I hope they never sell my area to Frontier, I’ll disconnect!
David G.
September 5, 2012
Pete, I never thought that I would say this much less feel it, but all of us Verizon Frontier castoffs are envious that Verizon is still providing you some level of customer service. Enjoy it while you can. Hopefully they won’t sell you off to Frontier any time soon. 🙂
Rick
August 29, 2012
In a parallel story, I’m having problems with my Frontier DSL line. It use to be, in life before Frontier (aka Verizon) that I could call up the phone company and their technician could do a quick remote check of the lines to see if there was a problem there, to quickly eliminate or confirm that part of the system. When Frontier took over, they ‘took away’ the remote line testing capability (or it stayed with Verizon, and Frontier did not see any benefit to installing such a system for themselves).
Troubleshooting now requires my DSL provider to determine if they are having a problem first, and if not, the DSL provider has to open a ticket against Frontier. This process takes more time, requires more cost to Frontier to deal with this, and removes control from the customer (me) by making a middle-man of the DSL provider.
Frankly, I’m aghast that any company would treat their customers like this. And even if cell phones are the wave of the future, they are not up to the data streaming needs that a good hardline (wire/fiber optic) can provide. Sounds like moving to Fios could have problems as well. Though from David’s email, I’d probably install a switch in the Fios box to disconnect the battery to make a system reset easier… 🙂
David G.
August 29, 2012
Rick, sorry to hear that you’ve experienced similar issues with Frontier, but it’s nice to know that I am not alone. At least I am not going crazy thinking that there must be a better way for a high tech company to support their product. Recently I had to walk my son through the process from work, as he experienced the FIOS Yellow Light of Death at home. Luckily, a 14 year old boy could execute the battery disconnect with instructions over the phone. I guess that makes my son an additional unpaid fios support technician for Frontier. Their support staff is growing. 🙂 If you develop that switch let me know.
David G.
April 9, 2012
In all fairness, I should update this article to state that Verizon pawned FIOS off onto Frontier and it’s their customer service which is declining, in my humble opinion as a user.
Joe Quatrone, Jr.
March 31, 2012
This post is hilarious! I found myself “literally” laughing out loud as I read each sentence, especially towards the end. I thought I was the only one who complained about stuff like this. Have you ever tried performing as a standup comic?
David G.
March 31, 2012
Thanks, Joe. You are not alone, in complaining about stuff like this. I have found that the mileage I get in sharing the story makes the situation worth experiencing. There are definitely times, like this case, where if I couldn’t find some way to laugh about the situation, then I would definitely be crying. 🙂
I have had thoughts about standup, but I tend to be funnier with people who know me; though I am glad that you found enjoyment in my retelling the story of my Verizon encounter. I will definitely share more of these types of experiences in the future.
Karen (formerly kcinnova)
March 30, 2012
I had Verizon phone service once (land line). It was the repairman who routinely came to our house who finally told me that cell phones were the wave of the future (well, yeah, I knew that already) and the company had no intention of ever repairing the flawed lines in our neighborhood. I thanked him for his honesty and for getting our landline working yet again, and then called up the competition to get service installed.
Uncanny, the idea that we are unpaid grocery store workers! The joke is on us…
David G.
March 30, 2012
and this is their big plan to reduce labor costs….I give them kudos for trying. Sad thing is that in seems strange now, but in two years, we will believe that it’s always been this way.
EErickson
March 29, 2012
Lols.. Wow, I really can’t believe that. Sadly, I love the self-checkout line… I can do it so much faster than them >.<
David G.
March 30, 2012
Yes, but how good are you at self-checking when you have fruits to weigh and/or bulk food? In the old days, cashiers had to memorize before their shift all the codes associated with each fruit, now they have stickers on them with codes. 🙂 Processing coupons, etc. It’s almost as if they are training their customers to become proficient cashiers – we’re learning their job. Ironic. Next we will be calling out over the loudspeaker that we need help up front. In five years, they will call us in one evening a month to unload the supply trucks and stock the shelves. Where does it all end?