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Beware of Verizon Fios's Internet Security Suite!!
Posted by on
The TV and phone service for Verizon Fios are pretty good if you ask me and its Internet service does connect at lightning speed, assuming that your computer is healthy, as I eventually learned. For the past 2 years I've had the Verizon Fios, I was faithfully keeping its Internet Security Suite, powered by McAfee. I figured that for just a few bucks extra per month, I was doing the right thing by investing in a virus protection program which everyone should have. But little did I realize that it's nothing more than an ineffective virus program for which Verizon gets the lowest bid, resulting in a cheap quality program that isn't even worth including on your monthly Verizon bill for $5.99 each time.

Every time I would run that program, it would supposedly scan my computer and tell me that I had no viruses. For two years, it would come back with a clean bill of health for my computer and so I thought I was free of viruses, right?

But then just recently, I was suddenly unable to connect to the Internet for several days. After going back and forth with some of these service reps who either didn't have the nicest manner or who I honestly couldn't understand at all due to broken English, they were all saying that my Internet connections were fine and that the problem was with my computer. I was very skeptical about that assessment for a while but then I was willing to consider that possibility given that 3 reps were all saying the same thing.

I have had the same computer for 6 years and I have no reason to replace it until it stops working at some point. And being that the computer has otherwise been working fine, I broke down and called a local technician to come to my house to look at the problem. I was shocked to learn that in spite of these clean bills of health coming back from Verizon's McAfee Internet Security Suite, I indeed had 3 bugs, several viruses that I never knew existed! All this technician did was download a free virus program which detected them all and got rid of them and once the viruses were cleared out, I was able to connect to the Internet and now I am connecting at lighting speed. Before that, I would be able to connect at a slower pace. I was never fussy about that because I'm really not in a rush when I go on the computer at home, particularly at night. lol

So immediately after that technician left, I called Verizon Fios and had the Internet Security Suite cancelled so I won't have to keep paying for it and I uninstalled the whole thing from my computer. Amazingly, this representative who I spoke to didn't even question or argue with me about it and didn't try to sell me any additional services. He just cancelled it immediately upon my request, which definitely worked for me. lol

I honestly never knew about any free virus programs because they're not advertised but they do exist and I will list the ones I now use, which you are welcome to try: immediately detected some additional infected files even just within a couple of days after the local technician was done. The programs don't run on their own schedule but I just run them when I want and they update themselves with the latest virus definitions, so that definitely works for me.

Verizon really should do away with having its own virus protection program. It seems like nothing more than a cheap excuse to make more profits, especially given that its reps are not computer technicians.

Another word of advice I would like to offer: Definitely don't be afraid to go through the phone book and contact a local technician if you're having computer issues. It's a wise investment and can definitely save money that you would otherwise spend on a Staples or Best Buy technician and it definitely saves several hundred dollars that you might otherwise spend on a new system.
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Kris10 on 09/30/2011:
AVG is another excellent free anti-virus program. It does have an automated schedule too.

I'm glad you found something that works for you!
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Verizon Rip Off - FiOS
Posted by on
Rating: 2/51
BALTIMORE, MARYLAND -- The truth of the matter is: they do both suck. But in a different way. I was a Comcast customer for 10 years and we often had internet outages. So I switched to FiOS Internet the moment they became available. That was 3 years ago. I reconfigured the router to make it a bridge and ordered Dish for my TV - that was cheaper than to have TV service with Verizon. Two month ago I was contacted by Verizon customer service because they wanted to upgrade my 10/2 to 50/25 for $10 more. So I said OK.

A week ago I decided to try their TV bundle, I figured it would be less expensive than the Internet and Dish plus I could watch the content on my phone and tablet. Also I ordered multi-room DVR. So it all came and I installed everything. Now: you can use multi-room DVR only in one room. You need to get a set-top box attached to your second TV in order to watch recorded shows and live TV. Second: you can watch the content on your tablet and phone only in house, not anywhere where you have wi-fi or 3G/4G internet. It is easy to overcome by installing Remote Access Server on your PC and VPN-ing to it from anywhere, though, but still. Third, after I connected my DVR, it kicked off the internet. I power cycled their main box, their modem and my router - did not help. Made a call. Technician was kind of not friendly and he said the problem is on my end, not theirs. After I called second time - the second tech was better and all he needed to do was releasing my IP address from their DHCP server. After that I got the Internet back but my DVR would not show guide and there was no on-demand available. It appears that TV box HAS to be connected to the Internet through Verizon router, not through mine. There are workarounds, but I did not feel like doing it. Forth, I bought Samsung Smart blue ray to use instead of set-top box with my second TV, as it was advertised by Verizon. Well, the app was available only on older models and when it came - HD movies were not bearable to watch due to freezing and lagging. SD movies were OK. I have Netflix, Hulu and Amazon and this has never been an issue. All of them were working just fine on that Samsung player.

So, since when I ordered the service I was told that I have 30 days trial period, I returned the DVR and called to revert to my old plan. Guess what? Not happening. They don't have that plan and I cannot be put to it. And the representative was extremely rude at some point saying that it does not matter what I want, what matter is what Verizon wants. Well, I called to another representative and she was helpful and we could get it down in price, but still $20 more than it was before I tried triple play. I am switching to Comcast.
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trmn8r on 09/07/2013:
You said Comcast has frequent internet outages. Good luck.
cajunandmex on 09/08/2013:
Good luck with Comcast-I dropped them because just a hint of a storm and I would lose my service-their router went out and they tried to charge me$40 for a new one!! Have had FIOS for 3 years and no problems!! Very happy with fios
Carlotta tutor on 09/09/2013:
Verizon has been a great service for me!!!
HOWEVER!!!! Stick with the experts!!!! Comcast is riddled with dis-Satisfaction...As are the normal cable channels...NO!!! I am NOT a salesman, however, go with DirectTV. I joined in 1990? We lived in the country and did not have cable. I saw this ad and brought it in as a gift for my husband. I have never looked back. Might I add that I have two accounts with them as I live in a motorcoach all winter, and in a cabin in the summer.
Never, once, not so much as ONE time have I had a problem that has not been solved. Sometimes I have to go to the supervisor to authorize something, but never
Have they let me down!!! I have never had cable, nor do I want it...If you want clarity, reception, except during bad thunderstorms, service, and, when you get used to it, ease of use...You want DirectTV...Also, no matter how awful it is, because of the hundreds of channels...You can set up your favorite channels in what they call Custom 1 and Custom 2. Then you have all of these music and movie on demand channels...Not to mention sports tickets that for, in your interest line, and for a fee,
Will give you the choice of every game in the country in that area. All local and regional channels are part of the program, plus several non local ones...

If you want good service, and satisfaction...Go there.

A happy 23 year subscriber...Carlotta Tutor
8lackie on 09/16/2013:
It seems regardless of the provider you use in the U.S. the service is lackluster. Not only that but, compared to South Korea, Estonia and Sweden our internet is slow. How is that possible? Such an embarrassment that we are unable to keep up.
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Verizon Way of Cheating with hidden fee - Customer Service and online Web
Posted by on
We are routing you to a chat representative. Thank you for contacting Verizon. Your average wait time is 1 seconds.

You are now chatting with 'Daylon'

Daylon: Hello. Thank you for visiting our Verizon chat service. How can I help you set up your new service and save with a Verizon bundle?

Nice: Hi I am new to verrizon and interested in FiOS. Is it month to month plan costs $54.99

Nice: Hope no hidden plan

Daylon: I will be happy to help you with that.

Daylon: That's right if you order Internet services alone.

Nice: Your we site says monthly charge 54.99

Daylon: That's right.

Daylon: FiOS 15/5 MBPS costs you $54.99 per month.

Nice: If it is no hidden yearly plan or anything like that

Nice: I can sign up now

Nice: For month-to-month plan $55 is OK

Daylon: Yes.

Nice: Since month-to month, I can cancel at any time right?

Daylon: There are no hidden fees + taxes.

Daylon: That's right.

Nice: Some phone companies will do a hidden charge without telling it as a yearly plan

Daylon: You will get the options to select the equipments and the packages as you move ahead on the website after selecting your preferred bundle. Also you will have the opportunity to see all costs associated with your selection on the “Review Order” page before finalizing your order.

Daylon: We do not have any hidden fees except taxes.

Nice: and charges termination fee if it cancelled before one year or 6 months. and those company will not say that you are signing for year lease

Nice: What is the tax for 54.99

Nice: give me correct figure of 54.99 on a month-to-month rate and no contract

Daylon: As the taxes are determined by the government authorities, we do not have information on that; however, taxes will be similar to what you pay for your current communication needs.

Nice: Now I pay 0 taxes from Time Warner just $35 flat rate

Nice: so you r also 0 tax

Nice: ?

Nice: I need only internet

Nice: no other service

Daylon: There will be taxes for FiOS Internet and it will be around $15.

Nice: I see

Nice: so 55+15= approx.$70 per month and no contract???

Daylon: That's right if you are ordering Internet services alone now.

Nice: I donot want anything else from you

Nice: just the internet and I am a new customer

Nice: So $70 per month for FiOS and no contract is correct

Daylon: You can get Internet services alone for now.

Nice: I donot have any of your phones and I dop not need them

Nice: meant phone line.

Daylon: There is 1 year contract now for ordering FiOS Internet online now.

Nice: So for you have been telling month-to-month contract and it is not clearly mentioned in your web site.

Nice: Now R you saying there is a one year contract

Nice: Please give right answers.

Daylon: Yes, all our offers, prices, promotions have changed for now for new year.

Nice: I request you to save this conversation and will send it to your company Head quaters for customer service improvement

Daylon: I have confirmed with my supervisor and there is 1 year contract with FiOS service.

Nice: Initially I have been asking several times about is it month-to-month or NOT

Daylon: This is sales department as we are specialized in setting up new accounts for new customers and help them while they navigate through the online order process.

Daylon: First there was no contract but now it is there for `1 year.

Daylon: I apologize for the inconvenience that I said there is no contract but there is 1 year contract.

Nice: Neither you or your company web site is not clear on this. I can see how hidden fees you will be charging. Thank GOD! I did not start the service with you.

Daylon: There are no hidden fees as Verizon believes in transparent business.

Nice: By the way, Time Warner charges me just $35 flat rate and no hidden contract charges like you do and $0 tax on it.

Nice: If you know math. Please do the math, where the customers will go.

Daylon: Verizon FiOS is the latest in fiber-optic technology. It delivers laser-generated pulses of light, riding on hair thin strands of glass fiber, all the way to your front door. When FiOS meets your computer, you can get broadband Internet at blazing-fast speed.

Nice: You never told me right answer for my question. I did not ask anything about FiOS. I know better than you.

Nice: I just asked if there is any hidden fees.

Daylon: I know math. FiOS is the best service that offers great promotions, it is more reliable to use and has broken all its competitors in the market. All customers like to go for cheaper service but think about the technology as well.

Daylon: There are no hidden fees.

Nice: After wasting my time and your company chating time, now somehow you accept there is a hidden fee.

Daylon: Taxes will only imply additionally.

Daylon: The benefits you receive with Verizon FiOS High Speed Internet Service is one of the fastest download and upload speeds available on the market today.

Nice: I will stay with Time Warner I will post this chating on the internent and will send it to your corporate headquarters.

Nice: Thank you and bye.

Daylon: Thanks.

Nice: I will send you the link as soon as I post now.

Daylon: At this point of time, the offers, prices, promotions have changed so we did not have much information that's the reason by mistake I told there was no contract.

Nice: Whatever you say go ahead and type. Its going to be published.

Daylon: Not a problem.

Daylon: Do you have any more questions for me today?

Daylon: I have not heard from you for a few moments. Would you like to continue this chat session?

Nice: One sec

Daylon: What questions you may have before you select the services ?

Daylon: I have not heard from you for a few moments. Would you like to continue this chat session?

Nice: One Sec. Please
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Anonymous on 01/17/2010:
I would have closed the chat on you. The dude made an error and corrected it and you just kept on about it. And you pay tax on your services honey. You pay state tax, local tax, FCC charges...
voiceoff on 01/17/2010:
I am with the poster here. Month to month or yearly is IMPORTANT and it was not a mistake it happens all the time. They say one thing and give you another. At least at the end here the salesman admitted it would be yearly.
And why do they not say what the tax is anyway since it is a large portion of the bill , ~ 30%.
He may be a good person but he was poory trained.
Anonymous on 01/17/2010:
Voice, because the local tax and state tax and FCC charges differ from month to month. They don't know what your taxes are going to be. My landline and DSL bill runs me anywhere from $41-47 each month. Nothing else added.

The CSR it seems was confused. I also thought the OP was trying to get info on cell phone internet. Then after the month to month yada yada conversation and the CSR correcting himself on the contract, the OP pops out with LANDLINE. Then wants to hammer the CSR as if he was intentionally lying.

People make errors. Heck, I can tell a customer one thing and tomorrow it will be different at Wally because the policies change and plans and specials change. Even misunderstandings occur.

The guy repeatedly told the OP he made a mistake. Funny how when OP's make mistakes it is acceptable, but when a business or employee does, they are scammers and dishonest liars.
voiceoff on 01/17/2010:
I said it was lack of proper training and they should know that backwards and forwards they do it day in day out all day.
I had a cablevision situation where I was told the package was NOT a promo after asking 100 times if it was to continue after the year. Well sure enough it was a promo and I was told "it was advertised as a promo." Well I did not see that ad and took what I was told. THEY GET COMMISSION FOR SALES so they say what you want and too late after the order! It's all recorded but yea try and have them play back something where they are wrong and you are right!
I believe in giving people the benefit of the doubt, but salespeople are trained to sell so beware. Some can/do lie sometimes. How can they not know their product?
Anonymous on 01/17/2010:
"I said it was lack of proper training and they should know that backwards and forwards they do it day in day out all day."

Yea. OK. I bet you can tell me how many cell phone plans your carrier has at this moment. And tomorrow you can tell me how many new ones have been added and taken away.

"Its all recorded but yea try and have them play back something where they are wrong and you are right!"

You are given the contract to sign. If you sign up online, you are able to view it before electronically signing it. So if you don't make sure before signing that is on you.
voiceoff on 01/17/2010:
What they do not know by heart they would have a book or list to check and find out.
Cablevision was no new contract it was a change .
NanS123 on 01/17/2010:
All the the carriers have a terms of sale page, it would outline all the fees and taxes etc. It would be illegal for any carrier to hide them and would be a against FCC regulations which are very strict. These reps have a LOT to look at and the information can change, literally from one minute to the next. Any sort of memorization is out of the question and they are, after all, only human.
PepperElf on 01/17/2010:
yeah but people don't want humans
they want robots that have everything memorized

only thing they fail to realize is that when the robots take over
it's not going to be a pretty day
Anonymous on 01/17/2010:
I don't necessarily like the way the OP chatted with the rep, but since we cannot hear the 'tone' that was intended, I will give him the benefit of the doubt. I believe the rep made an honest mistake which he corrected but could have been costly to the OP had he not caught it.

I looked on the Verizon website. It is not clear. The bundled services require a two year agreement but the monthly single service of FiOS internet only does not say there is a one year agreement involved. I looked for the language on the site and I couldn't find it. Lets face it, people make mistakes. I would have gone to the chat not to ask them to tell me if there was an agreement required but to direct me to a link where the terms and conditions of receiving the service are located. That way I could print and save them.
Anonymous on 01/17/2010:
Hold that thought! I found it. The language for the one year contract is in the header rather than in the description of services as it is for the bundled services. It's obvious from the way I posted it here that the language is there, but on the site itself, it doesn't stand out so much. Consistency on the website as to where the information is located would be a good thing. Maybe a suggestion that Verizon could act upon.

(1-year agreement) FiOS Internet only
Verizon home phone customers FiOS Internet only
Without Verizon home phone

Download up to 15 Mbps/
Upload up to 5 Mbps
FREE wireless router
$49.99/month $54.99/month Includes
Verizon Freedom Essentials
FiOS Internet 15/5 Mbps
FiOS TV Prime HD
See Bundle details $89.99/month
pricing includes
$20/mo. off for 1 year!$109.99/mo. for mos. 13-24.
2-yr agreement required.

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My FIOS Conversion…Attempted.
Posted by on
NATIONAL PARK, NEW JERSEY -- It started about 18 months ago. While visiting my wife’s relatives, I was introduced to FIOS. I had read about it online; I had seen a few ads; but this was my first live experience, and I was excited. I should start out by letting you know, I am a computer geek. I know about upload speeds, and data throughput, and currently have more computers running in my home than I have televisions (at a ratio of 3 to 1). So the idea that I could literally quadruple my speed on the internet had me excited. I was not disappointed. I got a couple of programs running that would tax the download speeds. It was quick. I went to a couple of speed tests sites. The numbers were huge. My uncle-in-law knew what was what and was happy with the service as a whole. He didn’t have the television or phone service because it did not exist yet, and he mentioned offhand that the installation had been problematic, but we didn’t get into it. I was too busy playing.

So after my evening of play, I called Verizon. Sadly, FIOS was not available in my area. I could not be provided with a date of arrival, but I could put my name on a list, and I did so. And I waited. Then, one day at lunch, one of the people I work with mentioned she was getting the new Verizon TV service. I knew she lived near me, and I got excited. That night, I started going through my junk mail, which I collected and usually just recycled, and found it. I had received, some time in the past few weeks, an invitation to sign up for FIOS. I called the number and after a rundown of the packages, and a discussion with my wife, I gave them the OK. Come give me the speed.

I should also let you know that I have had cable for years, and have never had any problems. I have not had outages longer than a few minutes since the 80’s. I have found their customer service to be acceptable, and in a few cases, downright…good. My best friend currently works as an installer and technician for my provider, and really likes his job. I have no complaints about my cable. Last year, I even went to the big package. Television (with the DVR), phone and internet. No problems, no issues. I like my cable. FIOS just has the speed, and I want the speed.

We arranged for the installation to be on a Wednesday. I work on Wednesday’s, as does my wife, and the installation window was smack in the middle of both of our workdays. I requested and received the day off, and waited for the day to come. Coincidentally, I had the day before the install off and at around 11am the phone rang. Caller ID identified it as Verizon and I expected a courtesy confirmation call about the install. This was not the case. The rep gave me the news that my installation would not be occurring the next day because of some problems with my order. I inquired what the problems were and he told me that they had been unable to verify my credit and were having some trouble getting my phone number from my current provider. I asked what we could do to rectify the problems and get the install rescheduled. This request sparked a 4 hour long ordeal of navigating Verizon’s labyrinthine customer support lines. I started by telling the rep who had called that I would relinquish my old phone number and just take a new one. I would repeat this to every rep I spoke to at Verizon. He told me he had to transfer me to someone that did not work for Verizon to verify my credit, and then I would have to call back to get the install rescheduled. I asked for a number to call and he told me I would have to call the “e-center” as they were the ones who could handle my problem.

I was transferred to the non-Verizon credit people and after about 20 minutes was informed that my credit was approved and I would not have to put down a deposit. I asked why I had not gone through this process when I call and the credit guy indicated that he did not work for Verizon and could not answer my questions. I finished with him and called the “e-center” number. It was busy. I dialed again, figuring I must have dialed wrong. This was an international company and they couldn’t have a busy support line. I was all ready to press 1 or say yes and… busy. This went on for about 20 minutes. I tried waiting a couple minutes. I tried redialing furiously and… busy. Finally, I called the original number I called for the install and started the long order of trying to get the install set back up. After starting each conversation with an explanation of my situation, starting with the line, “I understand that this is not your fault but…” This was more to keep me from yelling at some poor guy sitting in a cube in a far away place that didn’t want to do me harm than excusing their company's treatment of me. On 4 different occasions I was put on hold so that they could “look into the matter” only to be picked up by a different rep and greeted with “Thanks for calling Verizon, how can I help you.” Unable to determine who had been helping me, I had to start the process over again. Finally, after explaining over an over, and finally finding what sounded to me like someone who cared, I got the news I had been looking for. She had been able to resolve my issues, and the install was a go ahead for the next day. I thanked her repeatedly and the call ended.

The next day, I got up early. On a normal day of not going to work, I can sleep in till noon without thinking about it. My window was 8am to 12pm, and I could easily miss the whole thing. I started doing things to get ready. I cleaned up the basement, where they would be installing some of the equipment. I copied down all the series in my DVR so that I could reprogram the new one. And I waited. Noon came and went and no one showed. I called Verizon to try to determine what the deal was. I discovered, after only 7 transfers, that my order was still in order limbo because they were not able to get my phone number from my current provider. I calmly informed the rep that I had told no less that 10 people the day before that I would relinquish that number and just wanted the install. She told me, in a moment of shocking honesty, that I was not going to happen today. I asked to speak with a supervisor and was told that one would call me back. I accepted that, as I had no other choice. Thirty minutes later I got the phone call. The supervisor, who told me that he was technical support and not sales or install, told me that he would be able to get an override for me to get the install set up for 2 weeks from my original date. I demanded, and received an install date on a Saturday, so that I would not have to take another day off. The next day I found an e-mail in my inbox confirming the date we had agreed upon.

So I waited. I still wanted the speed.

The day before the scheduled install, I called. I wanted to make sure everything was a go. I spoke with one rep and he confirmed for me that they would be there the next day. I was excited. I even got a voicemail confirming the install a few hours later.

They didn’t show. I have yet to mention that the window I was given for my special, emergency Saturday install was 8 am until 5pm. They didn’t show.

Around 3:30pm I got concerned. I called and was informed that there was an issue with my request, and Verizon was not able to get my phone number from my current provider. Having had enough, I cancelled the order. The rep said he could not cancel the order, but would note that in my record.

I still want the speed, but it is not going to happen. If this ordeal is at all representative of the customer support I can expect, it’s not worth it. I was trying to give them money. I was trying to establish a relationship that I could see going on for years. I was abandoning a company that had treated me well since my youth for what they had to offer. It’s not worth it.

I called back a couple days later to confirm the cancellation, and while doing so I was offered some additional incentives to try the service. For a moment I wavered, and agreed, if they could schedule the installation for a day that was convenient for me. I was put on hold, and when the representative came back, she stated that it would take a few days because they were having trouble getting my phone number from my current provider. I calmly explained that I had informed no less that 15 representatives at Verizon that I would relinquish that number, and that I would not be interested in the service after all.

Thanks anyway Verizon, and you can keep your free TV.
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Worst Customer Service EVER !!!
Posted by on
First let me start by saying that Fios is the best for your HD T. V. As far as the customer service goes, they are really bad. I had my Fios installed my a technician who told me my Television wasn't a HD television so the premium HD channels I got were not going to work on my T. V. ( I have a 55 plasma Vizio 1080p ) So when he left, I figured it out my self. By the way, it took three weeks for the installation. After 8 months ( I got the $99 package, Internet, Fios and phone, good deal) I was told my service would be disconnected because they forgot to charge me my Internet service, I was paying almost $150 a month I always pay my bills on time, but the customer service lady told me they forgot to charge me so I either I had to pay the $600 dollars now, or it will be disconnected. I ask to speak to a manager, she was worst. Told me why didn't I check my bill and see why I wasn't getting charge for the Internet service. I told her I figured since I signed up for the package, and I was paying almost $150 a month. I figured that was everything. She said no , $20 each for the DVR HD box and so on, that I should check my bills and is my fault. I will say yes, it is my fault for trusting a company to do there job and bill you for there services. I usually pay online and that's the end of that. Well, I paid everything, but they still diconnected my service. Called back 3 days later and asked them why ? . They told me I haven't paid them yet. Which I proved to her I did. So now I have to wait 3 weeks for another technician come to my house and restore my services. Also they will charge double if you order movies with them, they did that to me 4 times. So I called them complaining about it, The lady I spoke to was nice. Told me because they messed up and I have Internet services with them, they will give me for free Verizon Security (I think you pay $5.00 a month for it ).She said give me your email address and I will send you the link. 3 days later passed I called back and was called a liar, that no one had the authorization to give me Verizon Security for free . ( which I was offered, don't even cared about to be honest.) But what type of company calls a customer a liar ??
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ok4now on 07/12/2010:
I also have the Fios Triple Play package. While I am very satisfied with the service (much better than Comcast) their pricing is high and the billing dept sucks. I am constantly getting e-mails from them saying that they screwed up some portion of the bill and they will correct it on next month's bill. Maybe I should start sending them partial payments with a note attached saying I will catch up the following month. LOL. Seriously pay close attention to each bill from them and check for inaccuracies.
Starlord on 07/12/2010:
You don't say where you are, but I have Comcast, and have had since moving to Washingto. We get our service oput of the Olympia office, and everyone is just fantastic. The installers know exactly what they are doing, and any time a technician comes to the house for any reason, they put shoe covers on like you see in hospitals when they enter the house. Any problems are quickly taken care of and the people in the office, like 'Tina' always take whatever time is needed to make sure you are happy. I get sick and tired about people slamming Comcast. Maybe the service where you are is the pits, but here in Washington, Comcast is aces in all respects.
Alain on 07/12/2010:
There are some folks that have never had a problem with Verizon, but in our area (Pittsburgh) their reputation is that they are quick to sign people up, but their customer service is terrible. I've had to partcularly bad experiences with them and so have a couple of my friends. Comcast, on the other hand, has a good reputation (several of my neighbors have recommended them) and so I'll be talking to them this week about getting TV and internet installed at our house.
Starlord on 07/12/2010:
Good luck. I can only hope your people and service is as great as we enjoy in western Washington. I had an issue with my cable box, and one call to 1-800-COMCAST, and the technician was able to fix the problem from his end. I wish everyone could get service from the Olympia office.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Poor FIOS installation and customer service
Posted on
Rating: 1/51
MONTGOMERY VILLAGE, MARYLAND -- Verizon installed FiOS in my house two days after I moved in. The technician tried to drilled a hole from outside into the basement. In the first attempt, he drilled into my newly refinished hardwood floor in the kitchen leaving a long and deep drill mark. His second attempt cut through a wire to the master bedroom and master bath. The technician gave me his supervisor's phone number and said Verizon has money and they would fix it. While checking his work in the end, I asked him to caulk the two holes on the outside wall. He's willing to caulk the first one. But when I mentioned the second one, he said, "Woman!" What is that?! Isn't it common sense to fill holes on the wall so that water will not come into the house? VZ needs to train their technicians better.

I called the manager and he came to take photo right away and promised to send a handyman to fix the problems. Four days later, a contracting handyman came and he couldn't fix the electrical problem. After applying the stain on the hardwood floor, he realized that the damage is too deep to cover it up. He said the only way to fix it is to resand and refinish the floor. I wasn't happy about it, so called the customer service and was transferred to different departments. Tried contact them online, but was instructed to call the same 800 number. Tired of trying and filed a complaint on BBB website and asked for reimbursement.

A couple days later, a lady with Private Caller caller ID from some customer relationship called and said someone would contact me by the end of the week. No one else from VZ called that week. The following week, BBB forwarded a message from VZ saying that the customer is satisfied with their response. What a joke! I immediately denied it. The same routine went on several times and I learned that I just need to play with them. They tried their best to frustrate me so that I'd give up. But I wouldn't. About two months later, they finally gave me another 800 number to their reimbursement department.

It turned out it's a contracting company handling all kinds of reimbursement. After setting up my case, the representative told me that she would need to review my case and contact me later. A month later, she sent me a letter stating that she hadn't heard from me for a long time and wondered whether I want to close the case. Another same old crap. I contacted her immediately and called her every other day. Two weeks later, I got my check. The whole thing took place for 3 1/2 months.

I read many complaints here and I know how frustrating it could be to deal with VZ. However, please hang in there and play the game with them. I did what I had to do and tried not to get angry. Now I think it's really a joke.
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Anna Molly on 07/13/2012:
I had nothing but headaches from Verizon fios. I was lucky if I had an internet connection for longer than 2 hours at the most, technicians out almost every 3rd day for 2 weeks, fixed nothing.. We went back to Cox, with no problems.
ok4now on 07/14/2012:
I had frequent problems with Comcast. Their tech service is the worst. I moved and now have Verizon triple play with FIOS. Everything works, outstanding HD TV, smoking internet speed and dead reliable phone service. Compared to Comcast I pay almost $50.00 a month less, have great customer service and everything works, It doesn't get much better than this.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Absolute Dysfunctional Customer Service!
Posted by on
Rating: 1/51
HUNTINGTON BEACH, CALIFORNIA -- Moved to CA and needed TV, Internet and home phone service. I responded to an ad by Verizon. Learned that Fios TV didn't serve my area and was told that for TV they were lining up people in my area with Direct TV along with Verizon's phone and Internet. I bit the deal, was given a phone number they said would be mine, was given the day and time that both Verizon and Direct TV would show up to connect my service. They didn't show!

I spent five hours on my Verizon cell phone which has limited minutes! I was put on hold numerous times, lost contact, call back, transferred from one contact person to another, none being able to make any sense to the whole scenario. I was beginning to feel like I was losing my mind! At one point Direct TV said they didn't come because the phone number that Verizon gave me was unreachable or fraudulent. Hmmm?????

Eventually Verizon made a three way phone conversation between myself, Direct TV and Verizon. Got it somewhat straightened out with Direct TV. They came out and connected my TV. However,...Verizon didn't show for another three or four days...the guy that came out was not an official Verizon person..but was sent by Verizon...he was around for about an hour or two...couldn't figure out how to put a phone line into my mobile home as concrete would need to be torn up to do so. Besides that, my mobile home does not have a phone jack and would need one put in to make the connection. we go again trying to get Verizon to do something was another day spent on the phone like before, seemed like every representative had the same speal.

I was beginning to feel like they were all lying to me. I wanted to cancel my order with Verizon (never signed any papers with them). They said, "Oh we will have another person out to do the work. I waited more days...another person came out to see about making connections...he spent three hours around the neighborhood, under the house, etc. trying to get a signal from the main Verizon port to my area, but never was able to get one. I decided right then and there that I was finished with Verizon.

After more time on the cell phone I was able to get a couple of cancellation numbers to my order. I kept getting messages on the phone, mail, and cell phone, that I was connected blah, blah, blah....and again I'm calling trying to make sure that my order indeed had been cancelled. One person, and there were many, told me they had the a cancellation number for my internet, but not my phone. So there we go again....this kind of conversation has now happened three times.

Furthermore, yesterday, I get a bill charging me for phone service, and the internet that I never had in the first place. I wonder if someone has my name and address and the strange phone number that was given me in the beginning by Verizon and using it thus I get the bill????? Is that possible????? I'm so furious with Verizon that I can't even sleep! Interesting... I find out last week that some friends of mine in Huntington Beach having been given this deceptive raw treatment by Verizon and charging them for things that never existed. Hmmmm!!!!?????

Don't use Verizon! Someone from Verizon mentioned on the phone to my friends that Verizon has gotten way out of their league and greedy by taking on internet, phone line, and TV service! I believe it!!!! I am reporting them to the Better Business Bureau.
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trmn8r on 06/10/2012:
I'm sorry it didn't work out for you, but Verizon actually has great products, which is why the company is so successful. Both VZ and AT&T have done very well the last few years.

Where VZ falls short in my book is customer service. Once things are set up, their services are pretty reliable.
ok4now on 06/11/2012:
Part of the problem is you're dealing with two different companies, Verizon and Direct TV. This is a recipe for disaster. It's common to have some billing problems when you first start service. Verizon's customer service is usually pretty good. I'm a triple play customer with them for over two years and have had no problems. I've heard some real horror stories about Direct TV, especially when you try to cancel service. As always read the fine print before signing.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Verizon (Fios) Is Using Bogus Account #s To Bill Customers For Service Not Provided
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Rating: 1/51
NEW YORK, NEW YORK -- Any chance of a class action suit for Verizon (fios), [not wireless]? This is what happened to me…..But there are countless stories just like mine on the internet….
I lost all Verizon fios services (internet, tv, and landline phone) on 4/16/2011 for almost a month!** And continually called from my cell phone and tried to get it restored, and finally gave up after they scheduled a tech visit—and confirmed it in the am but never showed up, - this after they insisted that I take off from work to be in the home all day for this visit! After I repeatedly called to see where they were, I was informed that they cancelled the tech visit- with no prior notice to me- on the same day- the same day of the scheduled visit, the same day they confirmed it, the same day I sat home all day- missing work- a full days wages! So, I cancelled my fios account…and they have been billing me ever since…for service in April, may and June of 2011! (At first, their bills had my original account number, and after I was given a confirmation number for the cancellation and the credits, I was finally sent a bill that said “do not pay, credit balance, refund check to follow.” Since Verizon billing is always billed in advance, I thought that they had finally corrected my account, however, the next set of bills had a different account number and a read “balance due $167.57”, But this makes no sense- I never had service during any of the time period that they are billing me for and what is this account number?? They never provided any of these services to me in April (the weeks they billed me for), may and June! In fact, I even sent them their own Verizon documentation to prove that they are incorrect/that I am correct. (Their own confirmation #s/their own confirmation emails that were sent to my blackberry/even my Cablevision bill showing an installation date and service dates: proving that I didn’t even have Verizon equipment or wiring anymore in my home. You cannot have 2 providers at the same time! Verizon equipment/wiring must be removed prior to Cablevision installation—this is per both companies equipment rules! Still, they have continued to bill me, even harassing*** me- retaining 3 collection agencies to harass/bully me daily via phone threats to my cell/home phone/threatening letters. I have even contacted the CEO of Verizon, lowell mcadam, but he assigns “others” to look into this, and they continue to say I owe $“$167.57″ Despite the very obvious fact that I have sent them their own “verizon” docs to prove otherwise. This is now insane. They also use 2 account numbers (I only had one account, and they misspell my name, they have used the wrong address and called me jennifer and that is not my name…..How do I know that this is even my bill?? I have pointed all of this out, but they are now ignoring me, except for the harassment***, and I am concerned about my credit rating now. I have tried the Better Business Bureau but when they finally responded (after 8 months of ignoring her, they said I still owe this bogus bill of “$167.57″).
***If you read the legal definition of extortion:

The use, or the express or implicit threat of the use, of violence or other criminal means to cause harm to person, reputation, or property as a means to obtain property from someone else with his consent. Usc 18 this is exactly what Verizon /and the 3 collection agencies they hired to help them harass and threaten me to cause harm to my reputation by trying to obtain my money. They call me daily on my cell/and my home phone. They send me threatening letters.
(These are the 3 collection agencies: North Shore, EOS/CCA, CBE Group: and they are complicit in this attempt to extort money from me as well. **And never got service back after that day….Cancelled my entire account after that day.
Details are below they billed me, bill dated 4/25 (due 5/20), “future” charges (they charge in advance) -
“triple play” package charges:
voice: apr 25-may 24 (but I didn't have this service!)
Tv: April 19- may 19 (but I didn't have this service!)
Internet: April 25-may 25 (but I didn't have this service!)
This bill was for $244.04
They billed me for “past due” charges, but those charges were for the dates that had lost service—I called, and I refused to pay, and I was assured that I would be credited that amount (by ms. Tyree and others—this is in their notes and has been verified by ms. Tyrees -this credit/credit adjustment/correction/cancellation was not done correctly by verizon—not my problem!
(They only credited me for loss of service for 2 days- April 19-20: another Verizon error!)
I received another bill: dated 5/7, for services for “services may 9- may 24″ this bill has some “adjustments” but shows that I owe “$167.57″
This is just ignorant...I never had this service; I never should have been billed.
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idontthinkso on 02/16/2012:
Verizon is a competent company, until there is an issue. My personal experience with them was horrifying. They shut my business phone off, because their internal communication is non-existent. I MIGHT do business with them again.. if a gun is place at my temple..
Kait on 04/08/2012:
The first thing that you need to do is cut and paste your comments into word and send a copy to each of the credit reporting agencies so that they can not ruin your credit. We had this sort of thing happen to us with our sons cell phone many years ago, they hounded us to death. As the years went on, I got a lot more savvy about these phone companies and their pranks, and now I call them on it. Also send a letter to the FTC and BBB. If everyone would file an official complaint every time this sort of thing occurs which is probably 500 times a day with these companies, someone would have to do something about it. It also would not hurt to copy a letter to your congressman. We use ATT for our cell phones, and Verizon Fios for our cable and internet connection. We have to pay a total of about 360.00 for all of this. My husband wants to use the cell radio, and we can't even find out if it counts against our data usage or not. The customer service part is just as inept in Dallas as they are in New York! I spent more than 3 hours trying to get our business phones restored last week, only to be looped to collections for some ungodly reason.Our phone bill was paid and has always been paid in advance, but yet, their automated system would not let me talk to to live person!! Grrrrrr.....sheese, I could go on for hours about the damned phone companies, but I can feel my blood pressure rising. Oh and I must not forget that my husband and I have been married for over 40 years now, and he still has to get on the phone with ATT and tell them it is OK to talk to me!!! I'm the one that goes online to pay the bill each month. Same dammed thing at my office. Except for the occasional emergency, I believe I could do without a phone. Seriously thinking about it anyway. Best of luck with your problem!
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Don't get FIOS
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I moved in November and wanted to upgrade my television service provider and internet. I choose FiOS because my partner said that he did the research and found FiOS to be the best. When I called Verizon to sign up, I was placed on hold for nearly 30 minutes. Not a good start. Next, I was connected to an operator in new business. She said that she needed to take some information before she would give me any. When she asked for my SS# after a barrage of questioning, I said lady, I just wanted you to tell me about your services and costs. She was very agitated at my insistence because apparently I wasn't conforming to her managements form of how this was going to go. She told me that the service that I was asking for was $89.99 plus $10 for an extra two TVs. She didn't say a word about installation charges (Time Warner was free at the time)or any other charges. The installation happened and five days later I moved in and was excited to enjoy it. I was extremely disappointed. Internet speed was slower than my former DSL. The channel lineup and functionality are far inferior to my former DISH subscription. About the same time I was discovering that FiOS was terrible, I received a bill for $103 dollars more than I agreed to. When I called to dispute the charges I was told that I was being charged $109.99 for the basic service ($20 more than the rude sales operator told me) and was also charged for installation of additional outlets. I was never told that I was being charged for that and in addition, the installation guy didn't even have to wire anything. All the wires were already there. After spending 97 minutes on the phone with a representative and supervisor, I gave up. I told them to cancel it. They said that they couldn't retrieve the recording of the conversation and that it was too bad that their employee misinformed me. It cost me a few hours of my time, enduring the install process, a lot of aggravation and $140 for the privilege of trying Verizon's horrible service.(?) I paid it because I have a credit score that I'm proud of and our laws would allow Verizon to damage it if I don't pay them. This is just so wrong. I now have Time Warner internet. They were sooooooo much better than most companies I've dealt within recent history. Every single employee of that company bent over backward to make sure that I was satisfied. It was easy to get info on the program, easy to sign up, and the end product is great. I went back to DISH for my television subscription. I have had DISH for 8 years now and I have to say that it is damn good. Good price, good packages, and decent customer service. Can't beat it. Verizon just did not give a sh*t and that's how they treated me from the first call to the last. I have a Verizon cell phone with a family plan that I have paid $125 a month for for the past several years. As of my contract expiration in seven months, I will be terminating that service from Verizon as well. I am happy with the service but I refuse to give them another dime. So they screwed me. In the end, they are the losers.
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ok4now on 12/21/2011:
When I first read this post I thought it was a Comcast review not Verizon. My mistake, just reminded me of the horrible service I had with Comcast. You stated how happy you were with Time Warner and DISH. Why didn't you stay with them? They would have been happy to transfer your service.

I'm a former Comcast customer and current Verizon Fios triple play customer. My experience with Verizon has been exceptional. Better HD TV picture quality and channels. Blazing fast internet & downloads. Unlike Comcast it doesn't slow during peak usage times. Phone service is dead reliable using FIOS digital. In over two years I have never had a problem with any of my services. Customer service has been excellent.

Reading your post you seem to be a little argumentative with customer service. Could this be the reason why you are not happy with Verizon?
kris on 07/28/2012:
I doubt fios would be slower unless there is a problem with the network, however an outlet charge is ridiculous since warner gives it for free and its cost is over $50 each.
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Verizon Fios Internet Nightmare
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I rarely complain, but wanted to alert others about this nightmare! I switched to Direct TV from my local cable company to try to save money, so I needed an Internet provider. They recommended Verizon, so I went with their service. The price was fair at 30 dollars a month.

After installation--the internet crawled at such a slow pace that it was impossible to do anything on the internet. The service turned off daily, several times in a day. I called customer support on four different occasions. They were very difficult to understand because of their limited English, and each phone call lasted at least an hour because I was constantly on hold.

Finally, I called to cancel the service and was told there was no record of my calling technical support within the past few months, so I needed to pay a cancellation fee. I explained how I called several times prior and after each call the service still did not work. They would not wave the cancellation fee, saying it was my responsibility to let them know the service wasn't working, and if I let some time lapse, that must mean it was working. Obviously since I was calling to cancel, I was letting them know, again, that it wasn't working. I asked to speak to someone else, I was told there wasn't anyone else.

I am someone who hates to make waves, I hardly ever even call customer service unless there is a serious problem, and I have never, ever been treated in such a way by someone on a customer service line before. I actually had to hold the phone away from my ear as someone in the disconnect department raised her voice to me telling me there was absolutely no way they would waive the cancellation fee since I hadn't called more recently.

What a waste of my time and money! Please don't make the same mistake. Just get the Internet service from your local cable company. I haven't had a single problem with their service, and the price is exactly the same. The people in their customer service department are respectful and understanding.

On a good note, Verizon's automated service called back to ask me to fill out a survey. Do you think they'll value my opinion? :)
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GenuineNerd on 06/29/2011:
Is DSL available in your area? Sometimes, cable-delivered internet services tend to have outages, usually due to the main cable line on the street. If Verizon offers DSL in your area (if they are the main landline provider), maybe look into that. Since I switched from Time Warner's Road Runner to AT&T's DSL, I've had no problems.
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