Verizon: The Phone Company That Doesn't Know My Phone Number

Verizon keeps canceling Jeremy’s FiOS installation because they aren’t able to reach him when the appointed time comes. Shouldn’t he just make sure his phone is on? That wouldn’t really help, because someone mistyped his phone number in Verizon’s systems. Somehow, inexplicably, no one has the power to change this.

A month ago, I was moving out of my parents’ house, and moving into an apartment with my girlfriend. As soon as the lease was signed( on March 7) and I moved in, I called Verizon to set up FiOS, who said that the first available date was March 26. No problem. What’s two weeks, right? I gave my information to the customer service representative, including my phone number — xxx-xxx-96xx.

Fortunately, I’m able to work from home, but still needed to tether my phone to do work until FiOS was installed. This took a hit on my phone’s data plan, but it was worth it. I was also able to do work from my parents’ house until then.

Unfortunately, a week after I moved in, my mother was hospitalized. Fortunately, she is feeling well and recovering in physical therapy. But I have been taking care of my dog (pets aren’t allowed in my apartment).

On March 26, I came to my apartment at 8:45 a.m. — my appointment was between 9 and 12 noon — and waited. And waited.

At 1 p.m., I called Verizon, who said that the technician wasn’t able to reach me. I asked what contact number they used. They said “xxx-xxx-97xxx.” Clearly, they had the information incorrect. I understood that there was a mistake, and asked when they could reschedule, since it was clearly their fault. They gave me April 4 — two weeks away, and yesterday. I begrudgingly understood, and decided to try a local cable company until then.

Yesterday (April 4), I came to the apartment at 8:45 again. The night before, I called to confirm, and was told that my phone number on file was 97xx, not my real phone number. I asked them to change it.

I called in the morning at 9:30 to confirm again, and was told again the my phone number was 97xx. I was also told that a technician would be there within the hour.

You can see where this is going.

At 12:15 pm, I spoke to a customer service representative and his manager. I was told they cancelled the installation because “they were unable to reach me.” Once again, they had my number on file as 97xx. Each time, I asked them to change the number, and when I spoke to a manager, he said they would come today [April 5] I asked him how I could be sure that I would be reached. He said “I am confident that you’ll get your service.” I wasn’t sure whether to cancel, and thought about it.

At about 8 pm, I called Verizon to cancel, and spoke with a woman who offered me an excellent deal to stay — so I reconsidered. The last question I asked was, “what’s the phone number you have on file”?

“97xx”

After a bit of shouting on my end (I admit it, I lost it), the woman promised that she changed my phone number.

This morning, I called Verizon at 9:15. After giving my information, the first thing I asked was, “what’s the number on file?”

“97xx”

How is it that a company is completely and utterly unable to grasp that they got someone’s contact information wrong? And what are the odds that I’m going to be sitting around yet again, waiting for FiOS-Godot?