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.
Fourth, 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.
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 day's 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 ** 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. Use 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. ** and others - this is in their notes and has been verified by Ms. ** - 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.
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: malwarebytes.com, avast.com. Malwarebytes.com 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.
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. ** 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. ** 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.
NOTE TO APPROVERS:
This review is actually a chat which won't be moderated for now. Thanks.
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
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: 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.
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
HOLIDAY, KENTUCKY -- I have no way of contacting Verizon FiOS directly, so hopefully someone monitoring these boards will see this. I am extremely dissatisfied with this company in general. The technician that was supposed to come to my home and install my internet never showed up for the original appointment. This tech claims he was here, but I was home alone all day. I did not hear a doorbell ring, a door knock, and my dog did not bark. I had to wait until the next available appointment.
Once the tech came and finally installed my internet, he failed to put a battery in the box in the garage. I spoke with a customer service agent over the phone. He told me I did not need a battery in the box, that it was specifically for if you had a home phone but he would happily walk me through silencing the extremely annoying beep that the box gives off every ten minutes telling me the battery needs to be replaced.
I also spoke with the same tech about my router which kept dropping my wireless signal (after only a day of being installed). He was happy to work his little magic on his end and reset my router. OK, great. The next day, I woke up to beeping again. I again went through the routine to silence the alarm, and sure enough, about 12 hours later, had to do it again. I have been pressing a button or listening to a loud beep every 10 minutes for the last three weeks. Well, a few days ago, my fiance and I had had enough.
I called Verizon again. They said that what the previous agent had told me was false and there should always be a backup battery in the box. Why would the technician that came to install my service not put one in? Why would he not look at the box and see the battery light or hear the beep before he left? I asked them to please send me a battery and that I would install it myself, or send someone out to me to install it since they did not do it correctly the first time.
They LAUGHED AT ME and told me they were NOT going to dispatch someone to come out to my home just because I didn't have a battery. ARE YOU KIDDING ME?! So I asked if they could send me one and they said sure but it would be something like $30. So wait, now I have to PAY for a replacement battery because there was none there to begin with, AND the technician was too busy talking on his phone to pay attention???
I had them transfer me to billing where I finally convinced the woman that there was in fact no battery in the box to begin with and she said she would waive the fee. OK, fine. I got back on the line with the same agent again, and ordered the battery. I also explained that whatever magic the first agent I spoke to tried to do on my router was not working as it was still dropping the signal. He said no problem, he would send me a new router.
A few days later, the router arrived in the mail with an invoice that also listed the battery. I figured since the battery was not included in the package with the router that may be it was coming in a different box. I waited four days. No battery.
Called Verizon AGAIN. Spoke with a new agent in billing. Asked where the battery was. They said it was delivered. Well obviously not, or I wouldn't have had to call again. I asked if they could ship another one. She then proceeded to argue with me for a good 10 to 15 minutes and WOULD NOT waive the battery charge again. I finally hung up on her because her lack of professionalism and bad attitude got the best of me.
Today, I logged onto my Verizon account. SURPRISE! I have a notification saying my bill is going to be coming out of my bank account automatically- TOMORROW. Wait, what?? I never enrolled in auto pay, and I have yet to receive a bill period, paperless or otherwise. I managed to un-enroll myself from auto pay and paperless billing. But now I can not stop the automatic payment that I was NOT NOTIFIED about. My bill is due on the 12th of Feb. Why on Earth is my bill coming out tomorrow? AND without my permission?
I hope someone who monitors these boards will read this and think about the company they work for. Verizon charges an arm and a leg for their services. That would be fine if I was getting the customer service and internet service that they so highly speak of.
I have had an ongoing battle with Verizon for the last month on my account. I recently moved and I was unable to transfer my TV and Internet to my new location, because it was out of Verizon's service range. They told me they would charge me a $170 early termination fee for this unless I signed up for some sort of Verizon service at the new address. I said "Fine, I'll sign up for phone." I placed an order to cancel TV and Internet and set up phone for my account online.
The online prompts indicated that a Verizon tech would be calling me with more details. I waited several days and received no phone call. I called Verizon several times within the next week and each time was told "I can't see any details on your account except that there is trouble with setting up the phone service." Each person I talked to stated to me, "My computer says try again later, so maybe you should call us back."
I moved. So naturally I turned in my TV and Internet equipment to the Verizon store, because I did not want to continue to pay for the equipment if I couldn't even use the service at my new address. From that moment forward, each time I called Verizon, nobody I talked to could locate my account. It was as if I was completely purged from their system.
However, they could guarantee I would receive a final bill (Of course they can still ask for their money even though they can't tell me anything about my account). Not to mention my Verizon email was cancelled automatically with no warning and no chance to direct important messages to a new email address. Verizon told me that they could not reinstate my Verizon email, regardless of whether I signed up for phone or not.
I finally complained on Verizon's Facebook Page and received a response literally within 1 minute. I can't believe it took posting on social media for them to care about my concerns. They had a tech call me the next day and set up phone service.
I just received my final bill from the old account and it's no wonder that I was charged the $170 termination fee. I called Verizon and spoke to a department that told me their automated answering service had sent me to the wrong line. She asked which state I was in and put me on hold to transfer me. 10 minutes later a woman answered, asked which state I was in, and informed me that I had been transferred to the wrong department.
She placed me on hold. 5 minutes later a man spoke to me and I felt as if we were getting somewhere when he agreed that I should not have been charged $170. He told me he would place a "hold" on the fee and that I would need to speak to the billing department to finalize this credit. He transferred me. 5 minutes later I spoke to another man and had to yet again explain my situation.
After going through the details with him he informed me that he was not the right department and I would need to speak to someone else in order to resolve the issue. He placed me on a hold and a minute later told me that his "call manager" was not working and I would need to hang up, dial again, and choose option 4 and option 2.
I hung up, called again, and the "wonderful" automated answering service would not allow me to choose option 4 and option 2. When I finally got the answering service to transfer to a real person to help me, I reached a message that stated "The offices are now closed. Please call back during normal business hours." Unbelievable. I will never do service with Verizon again. And I will never refer their services to anyone.
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 DirecTV 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 DirecTV 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 DirecTV 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, DirecTV and Verizon. Got it somewhat straightened out with DirecTV. 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. Soooo... here 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 spiel.
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.