Like many others, I have been waiting for fios to be available in my neighborhood for years. Finally the day comes and the sales person comes door to door to sign us up. I place my order and schedule the delivery. Having to take the day off because they give you a window from 8am-5pm for installation. I proceed to get emails and phone calls the week before, week of, day of, and hours before to confirm I would be there. Technician never shows up. I call at 5:30pm and ask what happened and after getting bounced around and waiting on hold, I am told that he is still on his way! 7:15 rolls around I call back and they say hes not coming now and there was a third-party verification that never took place for something on the account. I don't know what they are talking about. The guy then proceeds to review my first bill and tells me it will be $170. This is like $50 more than what the door-to-door guy told me and I have the receipt as proof. Horrible experience, each time I would call any of their 800 numbers, they direct me to PA because of my cell number, I have to explain that I live in VA and they transfer me, the next person wants my Verizon land line number that I don't even have yet! I give each person my name number and account number, only to get transferred and do the same thing over again like Groundhog's Day. This goes on and on, I hung up on at least two people out of frustration. I canceled my order, total waste of time.

Business dealings with Verizon are a plethora of errors that compound upon each other, and trying to get them resolved with their business office is a nightmare. Originally I signed up for a "package" of internet, Fios-TV, and telephone for a fixed monthly fee that was supposed to be good for a year. For the first several months, after I paid my bill I was informed of a bookkeeping error and billed an additional amount. I always paid these "extra" amounts, but was confused over actual costs. After more than half a year of this, I was horrified to discover that in addition to what I paid every month, Fios was also taking the original "package" fee directly from my bank account. I had NEVER signed up for this automatic withdrawal from my bank, and realized they must have set this up themselves using information they previously had on file from my former residence. I further discovered that the fee I was actually paying them each month was ONLY for the phone portion at full price, in addition to my "package" arrangement which was illegally being taken from me without my knowledge or authorization. I decided to go to their online website where I pay the bill, and remove this payment procedure myself. Shockingly, it was NOT listed as my payment option, so I could not change it. So I deleted my bank account information from the site. Yet still every month the money was automatically removed from my bank account and given to Verizon. (Is this not considered theft?) So I began a long, arduous series of phone calls to their business office to resolve these numerous errors. I continuously got transferred from one department to another, NONE of which helped me resolve any of my many problems. Nor could I locate a local office, where I might talk directly with someone. Week after week and month after month I spent hours on the phone, getting absolutely nowhere with them. Once, after two hours on the phone and being transferred seven times, I was told, "The department I now need to transfer you to is closed and you'll have to call back another time." A different time I was told, "You obviously authorized these auto-payments, or they wouldn't be happening." I said, "NO I DID NOT! I never would, since I do not believe in using that system." I got transferred again. I NEVER got anything resolved with them. After all this frustrating time and lack of support, they even had the audacity to tell me the error was mine, for not resolving it in a more timely fashion. So I decided to have the phone removed from my "package" since I was paying full price for everything anyway. After MANY more phone calls, I continued to get nowhere with Fios to stop the unauthorized auto-payments. Ultimately, I had to sign forms at my bank to have these automatic payments stopped from this end. However, I still have always continued to pay my bill on time. But back to the phone: they sent the final bill to the wrong address, and by the time it reached me, it was two months overdue and was about to be sent to a creditor. I DID PAY IT (even though I thought it should really be paid to me.) Now I have recently discovered that they filed a report with the credit bureaus claiming that I never paid this bill, and that they had to "write it off as an unpaid debt." So I filed a disclaimer with the credit bureaus disputing these false accusations. Verizon's response: it was paid after it had been written off. So the report will stand against my credit until 2015. Why are they so completely uncooperative? They refused to ever refund the over-payments I was charged for a full year; give me the package rate I signed up for; or even help me resolve the problems. But they were quick to supply the ONLY damage to my excellent credit rating. If they had to write off the amount, why did they accept my payment? They are the ones who owe me money for fraudulently over-charging me for an entire year, despite our agreement to a "package amount." This is absolutely the WORST business dealings I have ever encountered. Does Verizon treat all of their customers with such contempt? Despite ALL these problems and their pathetic business dealings, I must conclude by saying that the Fios-TV quality is WONDERFUL!

I ordered verizon FIOS service online Feb 3, 2010.
It seemed a good deal to get a modem and a wireless router and installation free.
I heard about the screaming fast internet and I want to have one.

It's already March 1st but I still don't have any internet service. I never imagine myself not hooked on the net one day but it's been already 1 month.

They emailed me to ask couple forms of ID. They emailed me and asked me to act within 24 hours. The options are either fax or Us mail. How can anyone make US mail within 24 hours? I've got their email 6 PM on Friday. I thought that was stupid.
I faxed three different ID forms.

Couple days later, I've got the second request for IDs again. I faxed them again. This time I called the 888 number the next day because I didn't get any confirmation email. The representative said they didn't get all pages. So I faxed them(only the missing pages) again. I didn't get the confirmation letter again. I called again. They didn't get any fax but the first time(Feb 8). I called them 4 hours later to make sure they've got the missing page. The representative told me this time they've got everything and transferred me to the installation department.
I had to wait about 14 min to get someone to answer. They asked me phone number. I told them I am ordering internet service but I don't use the home phone. After talking 2 min, she found out I was ordering FIOS not DSL. She said it's different department and transferred me again. I had to wait another 15 min. The representative asked my phone number. When I told me my phone number, he said "this is not verizon number". I told him that it was about FIOS not telephone. Then, he asked me "how may I help you?" I was very frustrated at that moment. I said "I am (really really really) trying to get FIOS installation." He scheduled me for the next day and that was good.
I think people who work for verizon should be get some training instead of making the customers frustrated. If I called the installation department, they should expect that. If they have any general phone number, the person who transfers should explain not the customer.
I've read too many complaints about Verizon but still want to try out. I hope they do better service because that's what they are selling.

-Hana

We have ordered Verizon FIOS (internet, phone, television) and Verizon scheduled an installation date of 04/15 and no-one came forcing us to reschedule for 04/20. On 04/20, a technican came an spent almost 6 hours trying to install but did not complete. As a result, we had no internet, no TV. The technician told us that we could resort back to DSL so we tried but without any success. Calling Verizon Support and was told that DSL service was disconnected for the FIOS installation.

Today, 4/21, someone is supposed to come out to complete the work but no-one turned up. We are again without Internet service which is quite essential and Verizon does not seem to want to help us.

VERIZON FLAT OUT LIES ABOUT ITS RATES. Do not fall for the offers or the sales persons offering you the greatest deal ever over the phone. They install service and the hit you with a bill full of extra fees. On top that, the rate you were offered over the phone is usually no longer available, none of the people in biling has ever heard of it and you have to pay a $200.00 on top on an outlandsih bill to get out of doing business with them. I had to call them for a bill and when they finally decided to give one, they charged me a late fee! I've been a customer for 2 months, I've spent an obscene amount of time on the phone with their joke of a customer service department and paying $200.00 to be rid of this awful company seems like a good idea now. If you are in the northern va area, do not sign up for FIOS. It's a joke.