I'm on HOLD with Optimum Voice right now so I have a moment to give you a report:
My friend Helen, in Massapequa Park, had her VZ line ported to Optimum Voice.
When the alarm company notified her that they were not receiving the weekly test signals from her fire alarm system, they investigated and discovered that because Helen lives in a condo, the NID is not on her premises, and OV were not allowed to rewire the condo such that the alarm would work. The alarm company then installed a cellular-based communicator so that she would continue to be protected. This communicator was an added expense that she had not counted on, since when she she had VZ, she didn't need it.
(I'm still on HOLD)
I just spoke to Helen on my other line, and she reports that OV sent three technicians at three different times during the last three weeks, and they sent a supervisor, too. Those fellows didn't know how to fix the problem, and they stated that the corporate policy is "this is not what we do."
(Denise, the CSR is back on the phone...)
Denise says that she is not allowed to give me any information about Helen's account, because I am not Helen. Helen must call in herself. I told Denise that I do not want to receive any information about Helen or her account, I wish to transmit technical advice to the OV company, and need to be transferred to a technical department supervisor. Denise says that that is impossible, because I am not Helen. She "axed" me if Helen would call in, and I said that it would do no good for her to call in, as I am a licensed electrician with 50 years of experience in communications circuitry, and I speak on Helen's behalf. I offered to have Helen fax a Letter of Agency, and Denise said that it would do no good, because they do not recognize those.
OV will not set up a vendor meet at my convenience, and since I am 2 hours away from Helen's condo, I would need to drive there and wait for them to arrive for whatever appointment suits them.
I told Denise that I am trying to avoid a lawsuit and generally bad PR for her company, by offering to intervene and instruct her technicians so that in the future they might be able to avoid such a situation.
She said that they don't care about that, since their policy is not do any repairs on wiring on customers' premises, either prior to or after an installation.
I asked her for the physical location of the OV corporate HQ so I could send a registered letter to them about this case, and she states that she is not allowed to divulge their corporate HQ location for security reasons.
(Perhaps too many peasants with torches and pitchforks trying to get their wiring straightened out?)
While she explained the security angle, I Googled the phrase "Optimum Voice Corporate" and got
this: I am wondering if anyone reading this works for OV who could let me know the best way to get this info to someone in authority at the Optimum company, since the CSR refused to transfer my call to the technical department.
John C.
