Verizon customers can ask for credit

Loss of service means many due reimbursement

Verizon Wireless customers who were without service for nearly 26 hours on Monday and Tuesday can request credit from the company.

Cell phone service agreements have a clause that calls for reimbursement if coverage is interrupted for more than 24 hours, according to Verizon Wireless spokesman Bob Kelley.

Customers should contact their customer-care representatives and be prepared to offer their street addresses.

“We do recognize the frustration customers feel,” Kelley said of the outage.

County workers and police operations, not to mention probably thousands of residents, were hindered when cell phone coverage and text-messaging services went out from 9:50 a.m. Monday until 11:30 a.m. Tuesday. The total number of Verizon Wireless customers is protected information, the company said.

Service was out for customers in the Grand Valley, southern Wyoming and areas around Pueblo. Those areas are connected by the same computer, which is based in Aurora. Hardware on the giant computer malfunctioned, and the outage was not related to a recent blast of hot weather, Kelley said.

Kelley said he has received assurances from technicians that the problem has been fixed and should not again cause customers’ service to go down in the near future.

Verizon Wireless customers in the same geographical locations were left in the dark in late April after a software glitch.

Customers in the Denver metro area were not affected during either outage because those calls are run from a different switching center. Causes of the two outages were not related, Kelley said. Despite the two outages in two months for local residents, Kelley said service interruptions are uncommon. Service for him in the Denver area has not gone out in the past six years.

“That just goes to the rarity of this happening,” he said.


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