Live Chat Transcript
It was a pleasure to assist you. Also, Verizon FiOS Support is available 24x7 at 1-888-553-1555. Your chat session has ended. Thank You.
Your chat ID number is 08241083549. Chat Subject: Can't Send/Rcv Email
Your Question: No internet connection. Please help!
A Verizon Service Representative will be with you shortly. Thank you. (17:20:13)
Agent Amtoz has joined. (17:20:52)
Amtoz : Chat ID for this session is 08241083549. (17:20:52)
Amtoz(17:21:02): Thank you for contacting Verizon DSL Technical Support. My name is Amtoz 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.
Kartina(17:21:25): Allright
Amtoz(17:21:30): Thank you for staying online with me, I appreciate your patience.
Amtoz(17:21:35): Before we start, please provide us following information:-
-Your preferred Email Address
-Your preferred Call Back number which accepts call from 800 numbers
Kartina(17:22:00): phone : xxx-xxx-xxxx
Kartina(17:22:10): xxxxxx@hotmail.com
Amtoz(17:22:20): Ms. Kartina, thank you very much for providing this information.
Amtoz(17:22:25): May I please know if you have FIOS services?
Kartina(17:22:48): we cant connect to the internet
Kartina(17:23:03): I have check the router and find out all lights are completely off
Amtoz(17:23:13): Okay.
Amtoz(17:23:28): I have checked your account and it shows that you have FIOS services.
Kartina(17:23:28): the power adapter seems work because i saw lights on it
Amtoz(17:23:28): I would have loved to assist you, however, please understand that we are from the DSL Tech Support department and are dedicated for the technical issues of the DSL connection. We do not have the tools for the FIOS department and only the FIOS department has the access. Please do not worry, now we have FIOS technical support available at live chat and I am going to connect you with them through this chat session. Please allow me a moment.
This session is being transferred. (17:23:38)
Kartina(17:23:49): thanks amtoz
This session is transferred to Anthony. (17:23:54)
Agent Anthony has joined. (17:23:54)
Anthony(17:23:59): Thank you using the Click to Chat for VERIZON TECHNICAL SUPPORT. You can also reach us at 888 553 1555 via phone. My name is Anthony. Can you please provide the name, street address, city & zip code and email address of the service on the account?
Kartina(17:24:39): kartina, xxxxx, xxxxxx tewksbury ma
Kartina(17:25:06): i dont have email address now
Anthony(17:25:26): & is the telephone number provided a good can be reached number?
Kartina(17:25:47): xxx-xxx-xxxx
Anthony(17:25:57): Thank you. One moment while I pull up your account. I am sorry for your problems, but I will help you. Please be patient and while you are waiting consider using the Verizon inhome agent for any future troubleshooting issues athttp://verizon.com/inhomeagent if you do not already have it.
Kartina(17:25:57): but im not at home now
Anthony(17:26:06): how can I help?
Kartina(17:26:06): our internet is not working
Kartina(17:26:28): the router lights all off
Anthony(17:26:33): ok
Anthony(17:26:43): is the router plugged in?
Kartina(17:26:48): yes
Kartina(17:26:55): its not working since sunday
Anthony(17:27:05): is the power switch on?
Kartina(17:27:10): yes
Kartina(17:27:19): i saw lights on power adapter
Anthony(17:27:24): what color is the LED on the power adapter?
Kartina(17:27:34): it's blinking green
Anthony(17:27:39): ok
Anthony(17:27:44): bad power adapter
Kartina(17:27:49): huh?
Kartina(17:28:19): that means we need to change router?
Anthony(17:28:24): I can send you a new router & power adapter
Anthony(17:28:34): you should get it in 48 hours
Kartina(17:28:36): will it cost any?
Anthony(17:28:41): no cost
Anthony(17:28:51): mail the old one back in the prepaid postage
Kartina(17:29:10): okay hold on let me confirm again
Anthony(17:29:18): ok
Kartina(17:29:18): our router is broken right?
Anthony(17:29:23): yes
Kartina(17:29:29): allright
Kartina(17:29:40): so we need to mail u back the router?
Anthony(17:29:50): your VOD or TV info will also not workk
Anthony(17:29:55): yes mail the old one back
Kartina(17:30:11): tv is working tho!
Kartina(17:30:39): just that we cant connect to internet!
Anthony(17:30:54): your VOD isn't working
Anthony(17:30:59): your all set
Kartina(17:31:04): VOD?
Anthony(17:31:15): video on demand
Kartina(17:31:32): not so sure about that i will check again later
Anthony(17:31:42): it isn't working
Anthony(17:31:47): I am telling you it isn't working
Kartina(17:31:55): oh okay!
Anthony(17:32:00): the new router will fix it
Anthony(17:32:10): Thanks for using Verizon Click to Chat. For a recap of the issue please see the chat posted above and for more information visit http://help.verizon.net . You can also download the Verizon In Home Agent at http://verizon.com/inhomeagent to help with any future issues with your service. You may receive a survey regarding this chat. I hope you can rate us a 10 based on your experience with me today. Thank you for choosing Verizon.
Kartina(17:32:21): allright
Your session is now closed.
Thank you,have a nice day.


I THINK TECH SUPPORT WAS JUST LAZY & SIMPLY ANSWER BAD POWER ADAPTER. GUESS MYSELF JUST EXPERIENCING NOT-SO-CHALLENGING TECH SUPPORT ISSUE... HAVE A NICE DAY!