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Verizon Dispatch Q&A
Updated On: Apr 02, 2020
  • Effective Date: 03.30.2020
  • Last Update: 03.30.2020

DISPATCH Q &A:

  • Q: If the customer has service with another provider and wants to switch to Verizon, can we place the order if the customer is eligible for self-install?
    • A: No, we suggest that the customer calls us back at a later time. Since the customer already has service with another provider and in an effort to prevent a possible dispatch if the customer runs into any issues self-installing the service, we will not be placing an order for the customer at this time.

 

  • Q: Since we are not currently placing orders for customers who have service with another provider, should we capture their name and information to place an order at a later date?
    • A: No Thank the customer for their patience and suggest they call us after the pandemic subsides.
      • Verbiage:
        • "As a result of COVID-19, we are taking precautionary steps to keep our customers and employees safe. At this time, when it is required, we will only send a technician to your location to either repair an existing internet or voice service, or to set up those services at an address that does not have existing voice or internet service. I suggest calling us back at a later date to install your service with Verizon. We appreciate your patience."

 

  • Q: If the customer is ordering new voice and/or data (no existing service with another provider), will we also install video during that dispatch?
    • A: Yes, if the initial order for a new customer includes video along with voice and/or data, the technician will install video for that customer. However, it is important to remember that only 1 set-top box can be added on new video installs. Additional set-top boxes will require a stacked order for drop ship and self-install.

 

  • Q: If a change order requires a dispatch or self-install of equipment, should we be placing the order for the customer?
    • A: No. Thank the customer for their patience and suggest they call us after the pandemic subsides

 

  • Q: Can an existing voice and/or data customer order video service today?
    • A: No, we suggest the customer calls us back at a later time. This applies to both technician install and self-install.
      • Verbiage:
        • "As a result of COVID-19, we are taking precautionary steps to keep our customers and employees safe. At this time, when it is required, we will only send a technician to your location to either repair an existing internet or voice service, or to set up those services at an address that does not have existing voice or internet service. I suggest calling us back at a later date to install your service with Verizon. We appreciate your patience."

 

  • Q: What can the customer do for video in the meantime?
    • A: The customer can stream video services with an Over the Top (OTT) provider such as YouTube TV. An OTT service delivers video content over the internet instead of relying on cable service with a set-top box. The customer can view content on their compatible devices, including computers, mobile devices, smart TVs, and gaming consoles. Verizon's partnership with YouTube TV provides a solution for customers looking for video options.

 

  • Q: Will we be calling the customer back when we can add video to their account?
    • A: No. Thank the customer for their patience and suggest they call us after the pandemic subsides.
      • Verbiage:
        • "I suggest calling us back at a later date to install your service with Verizon. We appreciate your patience."

 

  • Q: How are we handling orders that were taken prior to 3/30?
    • A: All new voice and/or data orders will be dispatched on. If the order includes video, the technician will install TV with 1 set-top box. All other orders will be JEP'd such as change orders, including speed upgrades, video only orders, and winback orders. The customer will receive a communication advising we will not be coming out on the scheduled due date and will reschedule at a later date.

 

  • Q: How are handling move orders that include video, along with voice and/or data?
    • A: Move As-Is: The customer brings their equipment to the new location and on the day of install, the technician will install 1 set-top box for the customer.
    • A: Renegotiated Move: The initial order will be placed with 1 set-top box. Additional set-top boxes will require a stacked order for drop ship and self-install.

 

  • Q: What if the customer fails to self-install the additional set-top boxes?
    • A: We should make every attempt to resolve the issues. For example, if an IPC4100 cannot be activated via the coax connection in the room, try activating wirelessly. If that fails, the box can be connected to a known working coax connection or  via ethernet to the router. Once activated, the customer can try to wirelessly use it in the original room. If unable to resolve, the customer may return the set-top box to avoid billing.

 

  • Q: What is considered a "critical" repair?
    • A: A "critical" repair is an out of service condition for Data or Voice. Additional limitations may apply. For example, NJ Public Utility Order; Voice out of service and is an immediate risk to health and safety. Data out of service and homes with school age children or those who need internet access to meet job requirements.

 

  • Q: How are we handling video repairs?
    • A: We will create a ticket for the customer's video issue that requires a dispatch and the customer will be contacted when we are able to dispatch on video repair issues. Do not provide the customer with a due date if one appears in Optix.
      • Verbiage:
        • "We are minimizing technician visits for the safety of our customers and employees during the COVID-19 crisis. We will record your repair requirement and we'll contact you when we are able to schedule an appointment."
  • Q: When will we start to dispatch for reasons other than these?
    • A: We do not know when we will begin regularly dispatching technicians.
      • Verbiage:
        • "Verizon continues to closely monitor developments related to the current outbreak of COVID-19. We're taking the appropriate steps consistent with the public agency recommendations to safeguard our customers and employees.

 

  • Q: Can I get an earlier due date for my customer?
    • A: Due to the recent Coronavirus (COVID-19) crisis, we are unable to escalate any due dates at this time. NOTE: The only exceptions are medical and hazardous situations, which should be handled BAU

 

  • Q: How do I handle a customer escalation for a dispatch?
    • A: If the customer requests to escalate, please follow the BAU process

 

  • Q: Do these changes impact Lead to Succeed or Agent Reward Zone?
    • A: The programs remain active for non-dispatchable orders. We should refrain from placing LTS/ARZ orders that need a dispatch as these will be held with extended due dates and may create a poor customer experience. Examples: Speed upgrades, BPON to GPON, Video change orders needing a tech to install.

 

  • Q: Will these changes be in Optix?
    • A: Yes, Optix and Repair Wizard are being updated with information and scripting to assist while handling customer calls. We will continue to update as changes occur. In addition, we have created Support Info COVID-19 widgets that contain related service alerts.

 

  • Q: Do the technicians wear masks or gloves when they enter homes?

 

  • Q: Have the technicians been tested for COVID-19?
Customers with questions about Verizon's preparedness response to the current outbreak of Coronavirus (COVID-19) should be referred to the online Emergency Resource Center at verizon.com/about/news/our-response-coronavirus
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