Some background information: Speakeasy is a small business based in Seattle. They provide DSL service nationally. They are awesome in terms of customer service and technical support and everything, but they're limited in that they don't own the phone lines. The lines to my house are owned by Verizon (and leased by Covad, who sublets them to
So, anyway, this disconnection thing happened once before, on the same day that the person on the first floor of my three-decker got phone service. The Verizon technician pulled off my cable pair in the telephone box, probably thinking it was not in use, since I don't have a landline thus no dialtone at the box. Previously, it took two months to get service restored, because Speakeasy kept dispatching Verizon, who kept saying it was an inside wiring problem, since the wiring worked up to the box on the side of the house. They FINALLY opened up the box all the way and realized the pair had been ripped off and promptly fixed it.
OK, so, last night, the second time I came home to find it disconnected (this again happened on the same day as new people moved in downstairs, this time on the second floor), I called Speakeasy to let them know of the problem. They said that the Verizon-pulling-off-cable-pairs thing actually happens frequently, and that they'd try to dispatch someone, but in the meantime I might have better luck calling Verizon.
So I called Verizon at 800-870-9999. I spoke with a very helpful person named Nancy, who verified that someone had gotten Verizon service installed on the second floor yesterday*, understood exactly what I meant when I told her I had Speakeasy service without Verizon service, and apologized up the wazoo. She agreed with me that it sounded like they'd pulled my cable pairs off, since they didn't hear a dial tone. She said she'd call me back regarding getting someone sent out to fix my service.
She called back, said that she had spoken to all of the supervisors, and they couldn't send someone out, because I didn't have a Verizon account, and they couldn't send someone on the second floor's account, because her service is fine. She was very apologetic and suggested I call the president's office at 617-743-9800.
I did so, and I spoke to someone named Ted, who was a complete incompetent jackass. He told me that I had two options: I could talk to repair, or I could talk to the claims line, but the claims line only handles complaints from Verizon customers. I told him I'd talked to repair, including the supervisors, and they couldn't send the person back out. He kept repeating "well, the repair department is one of your options." Yes, one that doesn't work. He was nice enough to give me their number again. I told him "yes, I called them, and they said I'd need to call you." He told me, again, that he was "just giving you options." Right.
So then he gave me the customer relations claims line, 800-483-7988 (press 2), but said that they probably couldn't help me. I asked him repeatedly who I could call who could send someone back out. I explained over and over that Verizon is the only one with access to my telephone box, and that they RIPPED MY DSL LINE OUT YESTERDAY. He said that I wasn't a customer, so they couldn't really help me. If I'm not a customer, they shouldn't touch my property, either. Or own my telephone box. I called customer relations and was told that their call volume was too high and I'd need to try later.
I'm really tempted to see if I can break into the telephone box myself and connect the damn cable pair.
*We're just going to ignore for now the fact that the owners of the second floor should be notifying the other two owners if they're having any sort of work done on the house so that, for instance, they know that I have DSL without phone service and to make sure it doesn't get ripped out. The phone installation is the very very least of it in terms of the others in my three-decker blatently violating our condo docs. My lawyer is handling that issue.
Update: My service was restored after 7 days and Speakeasy provided me with a generous credit. I continue to have to restrain myself from throwing rocks at Verizon trucks.