Verizon FIOS
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Category: Services
Contact Information
United States
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Verizon FIOS Reviews
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April 28, 2008
All promises, no show
I called Verizon FIOS to order phone, internet, and cable prior to my move in. My Consumer Order Summary was dated 3-28-08, and the scheduled installation date was 4-7-08. I reviewed the e-mail and all looked well. I move into my new house and install date comes. They setup an 8 AM-noon window. I already had the Optical Network Terminal unit (ONT) in my house, so I figured this would be cake for them. I am a Sys Admin at an ISP, so the internet stuff I could do myself with ease.
On install day, no one showed, no one called. I had my mobile with me at ALL times. So around 1:30 PM I called Verizon to see what was going on. If something came up, I had a week off to move in and if they needed to come by in a day or two, I was totally cool with that. After about an hour on hold I got in touch with a “state level” dispatcher. That said that there were “no facilities available for my order” and I was called. Nope, I wasn’t called; they did have my cell (which I had with me all of the time) in their records. I wanted them to come out later in the week if possible since I was home. They said that their next available time for me was 4-12-08, which was a day where I was going to a wedding. The next available time after that was at the end of the month, on a work day for me.
Basically because they did not show up, or even notify me with a reason, they put me at the back of the line. I was trying to escalate my request and the support only gave me unreasonable dates and that “no facilities available for my order” BS. I later wanted to get my copper line put back so I could at least get phone service, and after a long wait in hold they gave me the end of the month as a date. Basically I was being run around in circles and being shoved to the end of the line because Verizon screwed up my installation. I was told the only way I could get it sooner is if I “knew an installer who’d do me a favor, ” and I was pretty much screwed with the window of time I had to get the service installed. The salesperson fed me a load of bull and the installer didn’t even call me with a reason. I tried to figure out what “no facilities available for my order” meant, and why this was such a problem since I already had the ONT in my house. Half of their work was already done.
The same day, I called a local cable company who installed my phone, internet, and cable the next day. They showed up on time and did the normal pre and post appointment verification. I unplugged the ONT in my house and let the battery go out. Verizon gave me such a lousy customer experience I swore I would never do business with them, and be sure to let other people know about their awful customer service and commitments they setup and do not honor. Verizon screwed up prior when they bought Bell Atlantic, and screwed up our perfectly find DSL service I had around 98/99. My money is going to a competitor, and Verizon won’t see it because they have abysmal customer service. I am certainly interested in fiber optic lines connected to my house, but so long as Verizon is the only provider, I will happily do without.
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April 17, 2008
never received 19" tv
I had Fios installed December 16, 2007, and to date have not recieved the free promotional TV. Every time I call i get transfered to various departments with no luck. The end result is that they tell me that they have a shoratage and i should recieve the TV in a couple of weeks. It is now over four months and my neighbor has had her TV for over 2 months.
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April 8, 2008
Best buy gift card fraud!
Waiting since November 2007 for the $200 Best Buy gift card. Have spent countless hours on hold then being told to call another number. I have a total of 8 phone numbers that I have been referred to and and about that many stories of why I don't have the card yet. I believe it is fraud. I am complaining to the BBB. I am not the only one this has happened to. I just got off hold for 40 minutes to be told that I did not meet the requirements and I should call another number. The requirements are that I need Fios Triple Play, which I have, so go figure. Wish I never switched from Comcast!
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March 23, 2008
SUGGESTION TO IMPROVE SERVICE!!
FOR WHAT WE ARE PAYING FOR VERIZON FIOS SERVICE, YOU WOULD THINK THE SECURITY SUITE WOULD BE INCLUDED?? IT'S THOSE DARN *** AGAIN! THERE IS ANOTHER ONE OF THOSE ***, THEY KEEP BITTING ME !!
VERIZON HAS A HIVE OF THOSE ***'S!!
THIS WOULD MAKE USERS AND NON-USERS ALIKE, WANT TO CONTINUE OR BE A NEW USER ON THE SYSTEM. THE SYSTEM HAS TO HAVE SOME FEATURES THAT MAKE IT UNIQUE, AND SPEED, WELL ITS NOT ALL THAT GREAT !! IT MAYBE MY COMPUTER, IT MAYBE ALOT OF THINGS, BUT ONE THING IT ISN'T, IS PROTECTED BY THE SECURITY SUITE AT NO ADDITIONAL COST !! I HAVE HAD MC AFEE, I HAVE HAD NORTON, WHY NOT JUST BUILD IT IN TO THE FIOS SYSTEM, AND GIVE ME A COMPLETE SYSTEM?? THE SIGNAL IS THERE ANYWAY, VERIZON MAY AS WELL KEEP ON-LINE !!
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March 22, 2008
Fios Internet service
I have has Verizon Fios since 2/18/2008. I have never received the service promised since 2/18/2008. I have receive the switch and bait, the run around and the "oh some one will get back to you" bit. I ordered the "Triple play" like everyone thinking I would save a little money. It has been nothing less than a nightmare. I've had intermittent intenet connection issues. The router was swapped out twice. I was told I was turning it off every three hours. I was told there was a known issue with Windows Vista and the TCP/IP configurations. BULL! I'm a IT Technician and several of my co-workers have it working fine with Vista. Finally flat out my neighbor who I convinced to order it is have the same problem. So it's definitely hardware or network related on the Verizon end. The y need to get their act together now. Who ever suggested a class action law suit I'm in it to win it. Finally to boot they billed me for dates before my installation.
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March 16, 2008
Terrible service!
My entire complaint is laid out on my website at www.verizon-fios-sucks.com. I want through a nightmare of an order that resulted in disconnected telephone service for over a month but ultimately the service was installed.
I am very happy with the Verizon FiOS service including FiOS TV, Internet and Phone and if they can work out the installation issues then they will have a winner.
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March 12, 2008
Terrible service!
Let's band together and file a class action lawsuit against Verizon and their completely awful FIOS service!!! I have never been more disgusted with a company and the way they do business.
I"LL BE THE FIRST TO SIGN!!!
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March 4, 2008
Verizon FIOS is the worst in customer service from 0 to 10, definitely, they have a zero!
Verizon FIOS is the worst in customer Service from 0 to 10, definitely, they have a ZERO. I have had it for almost a year and because of the ISP/Phone/TV it’s great, I keep it.
1- Every time I called, they had a hard time finding my account, they had assigned a number but when the looked at the number they had a different phone number in my account and the real number I have was under another person’s name.
2- I ordered a second line in my house to use it as a dedicated fax, I gave up on it, they could NEVER take me to the right person to get it installed.
3- I have a TV box that did not work properly and has not been used for the last 5 months (it has a MAC address that can prove it has not been used. They have issued several pick up orders, once they called from a nearby city saying they were too busy to come and pick it up. Other times they say they’re coming from 8am to 5pm (what a nice time window ha), they NEVER came to pick it up. I requested to be removed from my account and I am still paying for it. There have been times when they say they will send a UPS prepaid box for me to send it to them, that NEVER happened. I asked if I could drop it any store, they said that either they pick it up or the prepaid UPS like I said, I am still paying for it.
4- The router they provided has broken up 3 times in one year, it took a LONG time for me to talk to the right person and get it replaced. The worst of all, the first time they replaced I was billed like $ 175.00 for it; they credited it to my account later, after hours on the phone.
5- I could not pay for almost 5 months, I was sent to collection after 5 months, I did not receive a paper bill and could never get technical support to go online a modify my online account manager. At long last, they had to DELETE my online account manager to be able to solve the problem.
6- I regretted having FIOS and wanted to go back to DSL, guess what; my account CANNOT go back to DSL, once I became FIOS, NO WAY TO GO BACK, I call it MONOPOLY.
7- I have spent time, long hours on the phone trying to solve problems and it is not easy. I have planned to take action against them, I am working on it. Why Don’t I change??? That’s not the point.
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March 4, 2008
Scam!
I recevied an automated telephone call on Sunday, March 2nd, thanking us for ordering FIOS internet service. Here is the problem no one in my home ordered the service. On Monday, March 3rd, upon returning home from work I see painted one-call markings on my yard. I called Verizon immediately and after going through the endless computer prostitute voice prompts i finally got a hold of a real person.
After telling him the situation he looked into the situation but could not answer who ordered this or when it was ordered. He transfered me to another division and after waiting again, that person could not answer any of the questions either. He could only tell me that the order was either placed over the internet or by a door to door salesperson. He assured me though that the order was canceled. Wow, now i am thinking of identity theft. Now is when this gets good.
The one-call dig marks were done on 3/3/08. However, the person from customer service said the scheduled installation was not until 4/12/08. Being in the industry, I know you only have 10 days from the utility mark outs to start the project.
Today, March 4, 2008, a utility company came and tried to mark out my property. After telling them my situation and that i canceled the "order" they informed me that Verizon has been doing this type of thing in our area for some time now. If you do not call and cancel the order, they go ahead and install the FIOS service.
This action is unacceptable!!!
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February 29, 2008
Terrible customer service!
I switched to FIOS a few months ago. Verizon has the WORST customer service of any company I've ever dealt with. I signed up for the Triple Freedom package (phone, TV, and Internet). They set up my account with these as separate products instead of the discounted bundle. Our first bill showed 2 months at over $450, when it should have been $220. I called them, and was disconnected after being on hold for 15 minutes. I then spoke with a rep over online chat who helped me out, however, they would not fax an updated bill, even though were soon leaving for vacation. A few weeks later, we never got an adjusted bill with the credit, but did get a Final Notice that our phone would be disconnected if the $450 wasn't paid. My wife called back, and the rep retrieved the record of the chat and once again said a new bill would be sent. We immediately paid the balance online, for fear that their incompetence would cause our phone to be shut off. Two weeks go by, and we get a voicemail now reminding us that if our bill wasn't paid by the next day, it would be shut off. My wife had to waste more time calling them, and spoke with a supervisor, who admitted she deals with these same issues DAY AFTER DAY, ALL DAY LONG. She said we never should have received those disconnection notices, and that these issues usually clear up after three months (as if that makes it alright).
I also had problems early on, because I wasn't getting the fast connection that I should on my Internet. I would be on hold for 20 minutes at a time, disconnected several times, and get this: Once when I was being transferred to a cust. service rep, I was connected with ANOTHER VERIZON CUSTOMER who was also on hold, and another time I was connected, only to hear another customer's conversation with a rep - and heard all of their personal account details.
Beyond horrible experiences and it amazes me that the FTC doesn't have them correct their unprofessional, borderline fraudulent, practices immediately.
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