Verizon FIOS - Page 2

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Absolutely Worse Customer Service Ever!!!
Posted by on
I canceled my phone, TV and internet service with Verizon because of the myriad of mayhem I had to go through for everything under the sun except to pay them money for the Bill. (Of course!)

During my service with them I was constantly encouraged to go "Paperless" so I had to rely solely on logging onto the internet to view my account details. After cancellation of my service, their customer service (which was already less than acceptable) diminished further on a sharp curve downward.

I promptly returned their equipment and was told that the total amount of my bill wasn't the final amount and that I should wait until the completion of the billing cycle to receive all the credits due to the account and view the final payment.

I checked my account on-line weekly to quickly settle the remaining debt. After the turn of the billing cycle, I tried to access the account on-line and received a "Account Change Verification" page where I was asked to enter the phone number and the Account Number before being able to proceed. What a brilliant spark of genius on Verizon's part. I guess they hadn't taken into account that customers that opt fully into their paperless system rely on access to this information through the on-line system which they locked me out of.

Then the worse happens, I was unwillingly forced to go through their dreaded customer support system (the same system that prompted me to drop their service in the first place)

Needless to say, I was transferred in an endless loop at least 5 times and no one had a clue about my account, the amount due nor could they advise me on the next steps for resolving the concern.

I received a multitude of apologies without any type of service. When I asked to speak with a manager I was informed that they could transfer me but the managers response wasn't going to be any different.

And they were absolutely right, the manager got on the phone and told me they didn't have the information I was requesting but they'd be happy to transfer my call. When I asked to whom, I saw the cycle repeating itself all over again and simply disconnected the call.

I wouldn't recommend Verizon to anyone. In short, I had their service for close to 4 years and simply got tired of the poor business practices. The ONLY time you won't have any problems getting to someone and have your requests expedited quickly is:

1. To add a new service
2. When you request for service cancellation

Anything that will generate more revenue or is a threat to continued revenue will be handled very swift. Anything regarding general service after they have you as a customer is pointless.

Do yourself a BIG Favor and go with the competitive company in your area. If you know the competition leaves a lot to be desired as well, take this advice as information to choose the less of 2 evils.

GOOD LUCK!
     
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Anonymous on 2011-04-11:
They say Verizon's FIOS sucks. I guess it's true.

Good luck man.
D. Danser on 2011-06-19:
This describes almost to a T what went on with myself and Verizon.
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DISHONEST AND INCOMPETENT
Posted by on
THEY HAVE BEEN GIVING ME ONGOING ISSUES SINCE 03/2009. NUMEROUS BILLS HAVE HAD BILLING MISTAKES. EVEN MY LAST BILL. I HAVE CEASED BOTH INTERNET AND PHONE SERVICE (BUNDLE) AND THEY CONFIRM IT SHOWS CEASED IN THEIR SYSTEM AND I AM STILL BEING BILLED. WHEN PHONING IN I AM TRNASFERRED TO NUMEROUS DEPARTMENTS ALL STATING THAT "THAT" DEPARTMENT WILL BE ABLE TO STOP A BILL FROM COMING WHEN I NO LONGER HAVE SERVICE. THESE CHARGES ARE NOT LEGITIMATE AS I NO LONGER HAVE SERVICE AND HAVE ALREADY PAID MY FINAL BILL. ALL DEPARTMENTS STATE THEY CAN NOT HANDLE AND TAKE ME TO ANOTHER THAT THINK CAN. IN TURN, THEY CAN NOT. I PAY MY BILLS DIRECTLY ONLINE TO WWW. VERIZON. COM ON THE DATE DUE OR A DAY BEFORE AND HAVE BEEN BILLED SEVERAL LATE CHARGES BECAUSE THEIR SYSTEM TAKES A FEW DAYS TO UPDATE, EVEN THOUGH WHEN SIGNED IN ON THEIR WEBSITE IT SHOWS I PAID ON THE DUE DATE. WAIT TIMES TO TALK ARE HIGH AND THEN THE REPS THAT HELP YOU ARE RUDE, TELL YOU INACCURATE INFORMATION AND STATE THEY CAN NOT HELP. THIS SHOULD BE ILLEGAL TO TAKE ADVANTAGE LIKE THIS. ADDITIONALLY, WHEN I SIGNED UP FOR SERVICE I HAD WRITTEN DOCUMENTATION THAT MY PRICE FOR BUNDLE WAS LOCKED IN FOR 24 MONTHS. ON THE 17TH MONTH THEY INCREASED THE PRICE AND STATED IT DOES NOT SHOW IN THEIR SYSTEM THEY COULD NOT. I DO NOT KNOW HOW A COMPANY IS ALLOWED TO OPERATE THIS DISHONESTLY TO A GOOD PAYING CUSTOMER. MANY TIMES I HAVE PAID THE ADDITIONAL FEES JUST TO AVOID 1.5 HOUR CALL OF EMPLOYEES AT VERIZON THAT PROVE TO BE UNTRAINED AS THESE ISSUES ARE NEVER CORRECTED. I REALLY HOPE SOMEONE MAKES THEM CHANGE THIS ILLEGAL INCORRECT BILLING. EVEN IF YOU OFFERED CREDITS, IT SHOULD NOT BE DONE MONTHLY INCORRECTLY AND TO BE TOLD THAT THEIR COMPUTER DOES NOT MATCH THE BILL WITH THE VERIZON LETTERHEAD OR THEIR COMPUTER WEBSITE WHEN SIGNED IN UNDER WWW. VERIZON. COM. I AM STILL TRYING TO HAVE THEM STOP BILLING ME AS I CEASED SERVICE WITH THEM OVER 7 WEEKS THEY EVEN SENT ME A BOX TO RETURN EQUIPMENT AND I HAVE BUT THEY ARE STILL BILLING ME FOR SERVICE. I HAVE BEEN ON A CALL FOR 2 + HOURS AND ON MY 9TH REPRESENTATIVE TO CORRECT THIS PROBLEM AND STILL NO SOLUTION. SAVE YOURSELF AND DO NOT MAKE A MISTAKE. THEIR INTERNET IS NO FASTER THAN ANY OTHER CABLE INTERNET COMPANY AND AT LEAST YOU WILL NOT HAVE TO DEAL WITH THEM. THEY ARE THE WORST I HAVE EVER DEALT WITH OR EVEN HEARD OF ANY PERSON EVER DEALING WITH.
     
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danny54 on 2011-02-07:
First, may I make a suggestion? Please do not type in all capital letters. In the online world it's the equivalent of shouting. From what I could gather, it appears that you may have something to Shout about. However, it makes it nearly impossible to read your complaint and offer suggestions.

The one thing I saw was that you said you terminated service 7 weeks ago. Is that correct? Also, what were they billing you for?

Having worked for Verizon several years ago, I can tell you that 7 weeks is not enough time for everything to work through the system. Typically, you should receive a closing statement. This is where you will see that it shows information pertaining to the order to terminate your service. Did they give you an order number? If so, did you save it? That is your proof that you did, indeed, cancel your service.

Once you get the closing statement, you should receive the final bill 30 days later. The final bill takes that long in the event there could possibly be anything like long distance calls that hadn't been billed yet. If nothing happened between closing statement and final bill, the final bill should show no additional charges.

Ultimately, if you can't resolve this through Verizon, you always have the option of your state utility regulatory commission. You can file a complaint with them and they'll see what they can do.

Good luck!
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I don't know why they call it customer service, should be called (NCS) No Customer Service
Posted by on
ASHBURN, VIRGINIA -- About Oct. 27, 2010 I checked online to see about Verizon Fios, and it said they could provide me with service at my house. I tried to set up service online, and after completing the entire order, equipment I wanted, etc. and went to schedule installation, I was told to call customer service to schedule installation. I was told by the customer service representative " just because the website says we can give you service, doesn't mean we can".
Nov. 12, 2010 I moved in to the new house. Still waiting and calling just to get an answer if they could give me FOIS service at my house in Broadlands/Ashburn, VA ( a very populated area). Still no answer after 2 weeks. My neighbors were calling as well with the same results, no answer from Verizon. After 3 weeks, I got tired of waiting and just frustrated with Verizons HORRIBLE customer service. I called DirectTV, to set up the TV portion and they were very sorry, and apologized that I would have to wait 2 days to have a tech at my house to install the service. Direct TV installation went GREAT.

Still needed internet at the house, but I had to get a WIFI card to hold me over, and planned on returning it before the 30 days and contract kicked in.

Still no answer I went up to a local Verizon store to talk to someone I person at the FiOS desk. Told him I had been trying to get an answer since Oct 27, and as of today nothing. He checked and told me yes he could get service at my house and guaranteed me it was available. Set up and installation date of Dec. 22, 2010, at the narrowed down time of 8:00am - 5:00pm WOW what a window.

Dec. 22, 2010 I took off work and was at my house waiting, and at 9:00am the phone ring, and it the customer service. We will not be able to make our appointment today. Now, the soonest they can put me on the schedule is Jan. 10, 2011, 2 1/2 weeks away. I get put at the end of the list and have to take another day off work. Not happy at all, I schedule it. I hung up the phone went to my computer and went to schedule it into my appointments and realized I had a conflict. I went online to the site that has info about my account. and rescheduled the appointment, yet the next available date they had was Monday Dec. 27, 2010, 2 weeks before the appointment they had just told me was the next open date. so I rescheduled it for that Monday, not expecting them to show, but they did. Finally after 2 months to the date I have service, things went off well. the installer was nice, efficient, and on time.

All in all Verizon's customer service is the worst in the entire world. They actual service they provide is for the most part is good, and does what they say it does. If you do not go crazy dealing with Verizon's people telling you what ever they need to just to get off the phone, not returning calls, not following up, and not showing up for the installation, or service calls, and not caring about your time, you might be happy. I have a sour taste in my mouth that I had to force they to allow me to give them money.

I also have a business location that that Verizon scheduled to show up and install service. Showed up a week early, out of the blue, no one was at the construction site to allow them access. Then for the schedule date, no show, no calls. It took me 5 phone calls and almost 2 hours to get it rescheduled.

I also have wireless service, and signed a business agreement to get 8% off my wireless bill. they never turned int he paperwork, and when they emailed me another set of papers to fill out they sent the papers to me with my account number, but some other companies name on it.

Why, why do I continue to torture myself. I did have a "I Hate Verizon" bumper sticker made that make me feel BETTER.
     
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trmn8r on 2011-01-11:
What you say is consistent with my experience. 5 years ago, when I went to get DSL with VZ it was the same story. The website said I couldn't get DSL, the phone rep told me I could get DSL and set up appointment. I received the equipment one day, and the next day an automated call "unfortunately DSL is not available in your area" Called back, "oh, we made a mistake, it isn't available." Sent the equipment back, two days later "we will visit your home tomorrow to install DSL." Call back, "oh, you CAN get DSL, we'll send out another router."

Subsequently I DID get DSL, and it works great, but because I had to call to straighten out their mess they hosed me with a higher monthly rate. "Nothing we can do." Later, when thye tried to jack my rates I threatened to leave, and I got the original internet rate for lifetime. I had to fight tooth and nail to get it.

VZ's customer service is bottom of the barrel - the scum left after the whiskey has been removed. The product is above average.
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Don't buy Verizon FIOS and you will live longer!
Posted by on
SARASOTA, FLORIDA -- I never write reviews but people need to know what they are getting into with Verizon FIOS. I was told that I would pay 69.99 yr 1 & 79.99 yr 2 for internet & TV bundle. I asked about installation and additional costs and was told only taxes unless I wanted to have DVD which would be 15.99 additional per month. I am now being charged an additional 15.99 although I requested not to have it. They said I need to come to a local service center and swap my box to only pay 5.99 instead.

The install was scheduled to ensure that my daughter could have internet for classes. The install was pushed back 2 weeks. There is a large plastic box visibly in the house now that was unexpected.

The representative told me that I purchased the Spanish package, which was incorrect. I spend several hours on the phone getting this sorted out - or so I thought - good thing I kept my confirmation number. My bill came in at $140. I spoke with 3 reps (approx 2.5 more hours)over several weeks trying to get this sorted out. I was told that I was getting a credit and not to pay until I received a new bill. The next day, my services were cut off!

I had to pay the $140 to restore. The service was connected in Sept it is now Jan 5 and my account is still wrong. I have been passed around as blame is passed from technical, billing, etc.

The internet speed is not what I expected and I prefer Comcast much better. The TV is comparable to Comcast but definitely not better. The channel navigation is more confusing and on demand is much better with Comcast.

Setting up an account online to pay or view your bill requires downloading software and going through a long series of data entry - I have not been successful yet due to technical complications with their install.

I am not a huge Comcast fan, but sadly they are much, much better all around. I also have Comcast at another residence. Save yourself a ton of stress (live longer)and avoid Verizon FIOS! I am the CFO of a large company with 25 years experience and am no stranger to technology or customer service.

If you MUST, be sure to get all the specifics that make up the total bill in advance since they like to "hide" all of the true charges. Get the reps name and number. Get a confirmation number. Get a bottle of Advil 500mg.
     
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A nightmare, but an anticipated nightmare
Posted by on
As the title implies my experience with Verizon was ungodly awful, but not one I wasn't expecting. Verizon has earned a street cred of having bad service, but until this point I hadn't really dealt with them personally so all I had to go on was hearsay. I can now say that most of those stories are not only true, but probably are the shortened versions.

Simply put, I wanted FiOs internet installed in my new apartment. OK, so I call up their service line and go through the mandatory automated prompts. That's to be expected and compared to a lot of similar scenarios I've dealt with, relatively painless. Got a service rep, gave them all my info, set up an appointment to have my service installed, great!

So the date to get my service installed comes around and I've taken the day off work to be there. I wait... and wait. The far side of the four hour window I was given rolls around and no one has shown up, so I call Verizon to figure out what's up. Get a different service representative She tries repeatedly to pull up my account. I give her the account number the last representative gave me, my street address, email, phone number, so on and so on and NOTHING brings it up. It's as if it didn't exist. Her solution? Creating a NEW account and setting up another date. I'm a little frustrated at this point, but the representative insists that I won't have to worry about getting charged twice for a service I wasn't receiving at that point. In the process of setting up this new account I discover that I was either lied to by the previous representative or he somehow grossly miscommunicated with me, because I was led to believe that of the two package options for FiOs that were available only the more expensive of the two offered free WiFi. This second representative told me otherwise and I was able to go with the cheaper plan.

If it ended there I wouldn't be typing here. It goes on. Day before the next installation day I get a call from Verizon just confirming that they are going to be there the following day at such and such time and to please be there and OH! by the way you'll need verbal consent given by your landlord for us to install. Perfectly logical request were it not presented to me on the Friday afternoon before they were coming to install. The landlord's offices, like most similar offices, close on the weekends and I, like a good many other working class Americans, was in work when I got the message. Good thing I had a lunch break to call my landlord. He contacts Verizon and gives them my address... and once again they have no record of me. The landlord calls me back and I give him my account number. He gives it to them and they FINALLY are able to find my account... that they listed under the wrong address. See, I live on a street that has a direction tied to it. ie. West Broad Street, South Boulevard, etc. This kind of mistake would have been understandable were it not for the fact that I DISTINCTLY remember the second representative asking me if it was the letter S or the whole word SOUTH in the name of the street. They had me listed on the NORTH address.

All right. That gets resolved. Tech guy calls the following morning and says he's at my door. I go out and no one. Naturally I assume Verizon has once again failed to communicate with the rest of their staff so I call the guy right back and sure enough he's on the north side of the street. He drives to the right address and tries to set up service for three hours, but he can't because the authorization was given for the north address, not the south one. Since it was a Saturday, naturally no one was available for him to get help resolving the issue. Oddly enough, the tech is the only one I'm not furious with, because he was getting screwed over as much as I was and he did his job the best he could with limited to no help from his superiors.

He reschedules for Monday when everyone gets back in the office. He gets here and the installation process takes less than ten minutes. Great. I have working internet now, but I'm more than a little mad about the delays and all the mess ups on their end so I want to go register a complaint. Ha! The phone lines redirect me from one department to another never really settling on someone who's actually able to help me, the Verizon website claims that, for whatever reason, I can't email them or use their Livechat function both of which are offered on their contact page. Please note that this isn't a software or a user issue. Literally, after trying the email button it asked for my area code, then disabled the email link and said "email not available." The Livechat merely said that all their techs were busy at the moment so they couldn't even put me in a queue or anything. I'm used to waiting for hours, on a few rare occasions, DAYS to hearing back from online support, but never have I been flat out told that no, you just can't use it.

I work in the customer service industry, so I get all the obnoxious, unreasonable customers all the time. It makes me a lot more tolerant when dealing with others in the field, because I know it gets rough after a while, but this level of utter incompetence makes my blood boil. I'm going to continue to try to search for a way to file a complaint, because at the very least I want my installation fee waived after that many screw ups of such magnitude.

Take home message: don't expect to leave happy when dealing with Verizon customer service.
     
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Verizon Fios, Lies & Property Damage
Posted by on
I signed up for Verizon Fios online 9/19/10. I ordered the triple play bundle, Internet, Digital Voice, and HD Prime TV for $89.99 w/ 24 months of price protection (no contract). When I signed up, it gave me the option of having a "Vanity Phone Number" for a one time fee of $4.99. I found a cool number in my new area with consecutive digits, lets say 856-555-1234. It said the number was available and now reserved for my order. I also choose to make this number not listed, not published for an extra $3.50 per month. I got an order confirmation stating all of this and printed it out.

Install rolled around on 9/28/10. First thing I noticed, they gave me the wrong phone number. I immediately informed the tech of the problem. He called the business office, and then retention right there from my home. Neither party could do anything about this and suggested I call back 24 hours after the install, as the number would be available then. Hmmm...

Meanwhile the tech is finishing up and just so happens to be on personal call (how professional huh?). He is not paying attention and knocks my carved stone turtle that I bought in St. Martin off my speaker. It falls the ground and breaks. He says to someone on the phone, "see what you made me do I just broke the customer's stuff". I get apologies up and down but he continues to do a sloppy job before finally leaving.

As instructed, the next day I call in about the vanity number and my now damaged property. I get a very nice gentleman on the line who assures me that everything will be taken care of. He promised to personally follow up on this and make sure I get the number I was promised, and compensation for the damaged property. No one calls me back.

The next evening I call back again. They tell me my damage claim has been closed out and they have to put in a new one. I am then transferred to Fiber Solutions. I get an apathetic woman on the line who said that looking up my order number up is going to be really hard for her, among other things. I told her "well, I wouldn't want to inconvenience you" and hung up.

I immediately call back and follow the prompts to disconnect services. I get Mr. Hutton on the line. He starts making excuses that phone numbers aren't guaranteed, but he would have to call me back tomorrow. I tell him if I don't get what I was promised they need to remedy this. He is seriously taken aback and says "you mean you want a discount?" I told him I have the print out stating what I was supposed to get, and if they can't do that they need to make it right.

Meanwhile I start to notice an upswing of telemarketing calls for security services, newspapers, you name it. Clearly I wasn't given a non listed, non published number. On top of everything they sold me out too!

Mr. Hutton calls me back. He says there is no way they can get my phone number. He offers me a $10 discount. I told him about my new problem, and he confirms that my number is indeed PUBLISHED!!! I explained to him that I didn't get anything that I signed up for and what he's offering is a slap in the face at this point. He claims he cannot view my original confirmation so I faxed that right over to him. I told him to show that to a supervisor and have someone call me by 10/5. He says they will call me Monday.

One BBB complaint later and waiting for more call backs.
     
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Ytropious on 2010-10-03:
Fios sucks anyway. My hubbs is a cable tech (not for Fios) and he accidentally broke a customer's picture frame once. The company bought her a new one since it was still being sold. I suggest to EVERYONE not just the OP that whenever you have someone over to install or fix something, you need to move everything breakable out of the area. If it's the TV, then get all your valuables and breakables off the TV stand. Accidents happen, I don't blame him 100% for it.
imperial357 on 2010-10-06:
vios garbage period!
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Horrible Customer Service and Ridiculous Bills
Posted by on
VALRICO, FLORIDA -- Words cannot even begin to describe how appallingly bad Verizon Customer Support is. I suppose I should give a background story first. Back in Nov. we ordered Fios TV and Internet (no need for phone) from Verizon's door-to-door salesperson. The rate he quoted was $69.99 / month which was close to what we were paying Brighthouse for internet only so I said why not. Installation went smoothly and the service was great. About a month later however, we received our first bill. Anyone who has never seen one could never fully comprehend how much of a mess these things are. Even Fios customer service reps seem baffled when I tell them I have three different account numbers. On top of that you have a mind-boggling array of discounts, fees, installation fees, partial month fees and of course the ever present taxes & fees.

This bill led to my first call to "customer service" as the amounts were off by $10. This particular call took a little over 3 hours most of which was spent on hold as the very polite computer voice lady I have to talk to (what ever happened to just pushing 1 or 2?) sent me first to Verizon DSL service, then to an IT tech support line (???) and finally to a never ending hold which I finally gave up on. The next day I tried again and finally reached someone who credited my account the $10 and said all future bills would reflect the correct rate.

As the 30 day deadline for cancellation came and went I continued to enjoy the service, then came the next bill which was off by $5. Enter round two of the customer service nightmare. This round only lasted about 45 minutes before I encountered the first person who was actually somewhat helpful, she said there was no way to correct the $5 discrepancy so she went ahead and credited me the total amount the $5 would add up to each month for the rest of the contract ($60). That was fine and I figured great, I won't have to worry about that anymore. I also upgraded to an HD DVR at this time which has now led to round three, AKA trying to get them to stop billing me for the old SD DVR which was returned to them.

I think by now I should be on a first name basis with the computer voice lady, she probably thinks I'm a jerk though because I keep screaming "AGENT" in her ear when I get frustrated ("Agent" is the computer voice lady equivalent of pressing "0"). The calls do seem to be getting shorter though, this one only took about 30 minutes however I don't think I got anything resolved. The agent I spoke to said quote: "we have a little box thing I put the claim into and someone else handles it". I have a feeling I'll be back for round 4 next month as she couldn't tell me how or if I would be getting a credit for the $12.99 DVR fee. It took two calls before I found out it was a one year contract I agreed to instead of two (this was a happy moment). Rest assured at the end of that one year I'll be back to either no cable or Brighthouse. The Fios service itself is OK but the customer service is abysmal.
     
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Anonymous on 2008-02-06:
Did you not read the fine print? How could you not even know what kind of contract you purchased? And $10 is not worth 3 hours of my time particularly when I did not read the fine print. "Tax, title, liscence, and fees extra"
BvF7734 on 2008-02-07:
Some contracts are not marketed by salespeople as contracts. Yes the OP should have read the fine print, honestly though who does? I haven't... But I also am the one the procures services for my household so I know what I am getting. Those fees are expected and I am sure that she took that into account instead of going OMG!! It is only supposed to be $69.99 and no more hur!! Give people who complain a break as a majority they are honest gripes about a company.
Shortbus901 on 2008-03-06:
The fine print said one year, the salesman said two. I was fine with either (obviously before I knew what I know now). While I agree that $10 is not worth three hours of time $120 or $240 ($10 x 12 or 24 months) certainly is. As to the TTT extra, that's a given but if I'm promised a rate of $69 and I'm charged $79 I'm going to complain. BTW I'm three calls and an e-mail deep in month two of the $12.99 DVR debacle. I'm about ready to pay the cancellation fee and be done with it.
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StarStarEmpty StarEmpty StarEmpty Star
Verizon Customer Service is a Giant OF TIME
Posted by on
Rating: 2/51
PHILADELPHIA, PENNSYLVANIA -- While Verizon internet delivery itself is decent, it seems that Verizon customer service policy is built around the idea that customers buy into the culture of spending large amounts of time on the phone in order to have phone or internet service. I believe internet customer service should be quick -- no long spiels and people sounding like robots on the phone going through their required info until they finally ask you for money. Verizon is not paying me to sit through long periods on the phone, repeating information, just trying to get an inquiry answered.

What they are trained to do is repeat a whole bunch of unwanted information that you already know, like the amount of your last payment, date, etc., and to tell you 'what is due', even though you don't ask for it and have already told them that you already made a payment and were just asking why you got this phone call from Verizon and why your payment might not be showing. If you tell them you didn't ask for the information or already know, they continue like automatons. It's as if they are not trained to hear what you say but instead trained for a sort of bill-collecting. This not only wastes your time, it makes you mad.

First, I don't think I should be getting ANY phone calls from Verizon on my phone, which is used for a business. At the least it's an annoyance but it does feel a little harassing when you're busy. Worse, now I will have to change my number, find a way to block them (block it app?) or call them back and update with a 'new' incorrect number. Also, the information you give the first representative should automatically transfer to any representative you're transferred to, but it doesn't. Instead, it's your cost to sit there and repeat it every time you're transferred.
     
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trmn8r on 2013-02-22:
It sounds like a billing issue. I have never had that problem with VZ, but have had other issues with customer service.

What actually happened?
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Verizon Customer Service is awful... Don't switch
Posted by on
Rating: 1/51
ARLINGTON, VIRGINIA -- I switched to Verizon Fios from Comcast in the spring of 2012. The internet was only fast if you had a direct connection but the wirless was awful unless sitting right next to the modem. On top of that when I canceled in the fall of 2012 they said I owed no money and would get a refund. This was a lie because their customer service representative did not know what she was talking about. in early 2013 I got a bill saying I owed more funds. I called to figure out what it was about I was originally told that it wsa equipment charges that neede removed from the account but that department could not do it. I got transferred ... After 2 hours 50 minutes and beig transferred to 5 numbers and speaking to 2 supervisors and being on hold forever I found out that the charge was correct and that the customer service representative from 3 months ago was incorrect. I would have to now pay this out of pocket. What a rip off... It should not have taken that log to get an accurate answer...I advise going to Verizon Fios unless you want the run around and sneak charges.
     
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At Your Service on 2013-01-03:
As far as the wireless or Wi-Fi connection, this doesn't have anything to do with their service, but with your role or receiving device.
Obsfucation on 2013-01-03:
I agree. Compared to Comcast service, FIOS is pretty bad. I plan ongoing back as soon as my contract is up.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Great Specs, Lousy Experience in My Home
Posted by on
Rating: 1/51
BOSTON, MASSACHUSETTS -- While FiOS speeds are fast the heart of Verizon is still the old monopolistic phone company, and this shows up in how they deploy new technology and service their customers. My house is spread out and I don't get good wireless coverage in my office over the garage. I paid Verizon to have two additional routers installed so that we'd have seamless wireless. At the time, the techs knew how to configure the additional routers and everything worked flawlessly.

When Verizon came out with Quantum I was pretty excited. We're a family of six and everyone has multiple devices on the network at the same time - so I was excited to get faster speeds. But the deployment was less than ideal! The installed the main internet router (first floor, my wife's office) and that went fine. They told me the other two Verizon routers would need to be replaced to handle the higher speed....okay.

But they couldn't and wouldn't configure the other two routers to get the same wireless coverage. The techs don't know how to do it and won't address the service issue. Since then we've had drop out on some high def TV channels, rebooting of set-top boxes (in the middle of the football game the other day), and intermittent wireless drop out.

The service guy came for 15 minutes, said he took out a bad connector and that we were all set...but the same issues persist. Waiting to see if a service person is going to show up or not.

So, in summary, it's clear that fiber optics is the way to go but Verizon still has a long way to go on the field deployment and customer service side. If (when) I have a reasonable alternative, I will be switching. At the end of the day it's not specs or side-by-side speed tests or any other theoretic performance that matters; all that matters is what you experience in your home.
     
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CUontheFlipSide on 2012-12-27:
I switched to FIOS from Comcast to save money. It was a bad move. It was never as good as Comcast, and now costs as much. In March I can go back, and I will.
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