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Verizon FIOS

United States

Consumer complaints and reviews about Verizon FIOS

Patrick703 Send email
 
Feb 23, 2012

Never order FIOS service!

If you are trying to get Verizon FiOS please be advised to ALL aspects of your contract details in Writing before installing anything. After 12 phone calls in attempting this monstrous feat, I could not get my detailed of my contract. I was verbally promised an incredible FiOS triple play offers but, could not get a detailed description of the order in writing. I only got a general letter showing some of the costs agreed and to wait until my first bill arrives. Unfortunately, that would put me beyond the 30 day grace period.
All Government websites including: FCC http://www.fcc.gov/guides/getting-broadband & FTC http://www.ftc.gov/bcp/edu/pubs/consumer/tech/tec17.shtm advise and request this. I decided to cancel my order and stay with Comcast. I never had any problems concerning my bill with Comcast. I wasn’t even left wondering why. After reading all the complaints – IT’S OBVIOUS!
Send email
 
Feb 23, 2012

Never order FIOS service!

My saga with Verizon FIOS started on August 10, 2006. I went to a Verizon store in Plano (on Central Expwy) with the intention of learning more about FIOS service. I had been anxiously awaiting the arrival of FIOS TV since FIOS Internet had been out for a while. I wanted to get the whole package at once to make the conversion easier. Well, I liked what I heard so I went ahead and placed my order at the store. The store gave me a 4-digit order number which is an important fact. The rep ordered what they call the "triple play" - voice (phone), data (Internet), and video (TV). They like those orders best - makes it easier for the installer. The rep at the store then told me that Verzion would be contacting me in about 2 business days to schedule the installation.

About 3 business days later, a Verizon rep called me and said she would like to talk to me about ordering Verizon FIOS. I told her that I already had an order and I gave her the 4-digit number. Well, that is not a valid number. Their order numbers start with a character followed by 7 numbers. Okay -we are starting the bad thing now but I say to please place the order. I didn't know to ask for the voice part since I assumed it was part of the deal so I just said Internet and TV (uh-oh... the rep puts me down for only a double-play). She said someone would call me back to schedule the install. Oh, sure - I would believe it when it happened. Well, it did happen - about two days later they called and we set the date for August 28. Great!

On August 28, the technician arrives late - and I believe he only comes because I call to ask where he is. The install time range was for between 1 and 5 pm and I took that afternoon off from work. He arrives after 5 pm. This is bad because they say the install takes 6 hours! The first thing he asks when he gets there is whether I am sure I only want Internet and TV - don't I also want the phone on fiber too? I said I ordered all three (or so I thought) so it took a good hour of calls back and forth for him to confirm a triple-play order rather than a double-order. As the hours went by during the install and my husband got more and more weary, I told them to leave and finish the work the next evening. They (two other techs had shown up at this point) weren't too happy about that but finally agreed. So we did not have any service of any kind with the system partially installed - but we were tired!

On August 29, a different technician arrived at the appointed time and completed the work. He seemed to be a lot more together than the other three and noticed the sloppy job the others had done with installing the outlets in our office. I just wanted the work done and over with so I said I could hide or fix their mess.

Okay - fantastic - FIOS is up and running. We love our TV and Internet service now - it is spectacular!!

Then the lightning hit us on September 17. Oh - and I forgot to mention. We kept getting automated calls (and letters) from Verizon saying how sorry they were that the FIOS installation couldn't be completed. I tried calling them back to tell them that we had FIOS service but the calls kept coming so I started ignoring them. Mistake. Okay - back to the lightning. It blew the Verizon box on the back of our house! But this day was great because I called FIOS Support (remember that for later) and Verizon came right out and not only replaced their fiber box but also the Internet router and TV receiver that the lightning strike had blown. Life was once again good. This was a Sunday.

Then Monday came. September 18. The first day of a week of our nightmare. We found that we had no dial tone on our phone - but the TV and Internet were fine. Fortunately, we have cell phone service (with Verizon) and so we called FIOS Support. That was an indication of our trouble because the automated voice told us that we didn't have FIOS and was transferring us to regular support. Uh-oh. We got to our first rep of about two or three dozen that we talked to (I have some of their names) that week. The short version of the story is that they got us back our phone service on Tuesday by sending a tech out who switched our phone back to copper. This then knocked out our Internet and TV. I can live without TV but not the Internet. I am on too many committees to have my main source of communication taken away. So the conversations got even more heated and frequent. My husband and I both lost many hours of sleep and time for other things by remaining on the phone for hours on end trying to find that one person who would help us. It took two more days until I finally reached that one person - an angel named Twan Nguyen based in Dallas, Texas. He saw what the problem was immediately. He basically told me that the store order was canceled. That cancelled status on our account was preventing the system from allowing our FIOS service to function. He removed the bad status and instantly everything worked! He told me that there was a service order scheduled for the following week to put our phone back on fiber - which in fact did occur. (We did have a supervisor in Florida trying to get this resolved for us throughout the week - she was great even though she isn't in the FIOS area. Her name is Toni and she was able to at least obtain credits on our bill for all the hassle we went through.)

Lesson Learned - do not ever go to a Verizon store (or kiosk) and order FIOS service! Only - and I stress ONLY - order it with their toll-free number (can obtain it on the Verizon FIOS website).

Commendation Earned - Twan Nguyen in the Verizon "Fiber Support" department.

Footnote: Verizon was continuing to bill me for my old DSL service even with FIOS on the same bill. That is finally straightened out so hopefully all issues are resolved.
Angry Customer Who SICK OF BAD SERVICE Send email
 
Feb 23, 2012

Never order FIOS service!

I just spent 33 MINUTES on HOLD waiting for someone from Verizon cable to even pick up the phone. After he did, he FAILED to fix the problem, and even ERASED ALL MY FAVORITES settings from my cable box! Then he thanked me for my time and hung up. He told me there was an outage in my area and there was nothing he could do! Now I get to spend an hour putting everything back in! The jerk failed to check for an outage BEFORE he SCREWED UP MY BOX! Even I could see there was an outage while I was talking to him, because I brought it up on the computer! Since I was ordering Video on Demand I wasn't sure if the outage was related to this service or something else. As it turns out I knew more than this looser did!

On top of that he was impossible to hear, and even had elevator music playing WHILE HE WAS TALKING TO ME! What a complete JERK! He told me their phone lines were crossed! He refused to tell me his phone center location (even though he had full access to my street address and house number) and was obviously NOT anywhere near the community where the outage was going on! He told me his name was ARI and his work ID number was V883843.

If you are one of the VERIZON hacks who reads complaints and tries to mute them with invented stories about how wonderful the company is, you might want to report this incompotent no-knowthing of an employee when your done. The beauty of all this it that VERIZON will NOT credit the account for the outage unless I call the buisness office on Monday (where I'll probably spend another half hour on hold). When it comes to VERIZON, you pay the bill in full and they GIVE YOU AWFUL SERVICE! Do youself a favor and if ARI picks up, ASK FOR A REPRESENTATIVE WHO KNOWS WHAT HES DOING AND WILL NOT SCREW UP YOUR BOX IN THE PROCESS.
Vliscony Send email
 
Feb 23, 2012

Misrepresentations and a Litany of Errors

FIOS took a long time to get to my building, and I naively hoped that by this time the bugs would be out.
I had had DSL and a homephone from Verizon. I wanted to transfer that number to FIOS, keep the copperline, and get a new number for it. Impossible thus FIOS. I wanted both on one account, easy, thus FIOS.

The representative represented that there was a sale on, $69.95 for the three services for the first six months. Then why wasn't it on the contract, I asked. I did place the order, but annotated the contract before I signed it. The representative also represented that the installation was free.

The rest of the story is that the installation did happen with only one rescheduling problem, then the FIOS was billed to my own account, and the old copper line was billed to my new FIOS account, thus making a liar out of the rep who said the numbers could not be switched around. That was pure unwillingness. After numerous phonecalls I now finally have the right line billed to the right account, and all the items of the original order had to be changed numerous times. They may be right by the third billing cycle. But I've given up hope for consolidating accounts, and it's too late to switch back the numbers, which by this time would only create more annoyance.

The first FIOS bill never showed up, then arrived the shufoff notices, and finally a bill, which was far higher than what was represented, and included all manner of installation charges, as well as was $30 per month higher than represented. That took several phonecalls to get fixed, and they would not properly address it until I told them they could come and take everything out, if they could not deliver the package which I was sold at the rates I was sold.

Other than that, the service is tolerable, but I dislike the bundling intensely, for I could get phoneservice much cheaper by itself, plus I really did not even want TV, but I wanted fast Internet. In short it all becomes false economics and has nothing to do with customer service. As far as the bills were concerned I also incurred all manner of extra charges on the old phoneline as a result, and that became a separate argument. In the end I kept the service, but it does not leave a good taste that you have to deal with layers and layers of resistance to very simply get what you ordered in the first place. People in the building are trading FIOS horror stories, and you wonder how come a company this size cannot get an operation working better in this many years. It all smells like Moscow in 1960, when it took months if not years to order a phone line.

How would a company expect to win your trust for any other services, if this is the sort of customer service that seems to be the norm?
Lloarca Send email
 
Feb 23, 2012

Misrepresentations and a Litany of Errors

A Verizon sales person came to my door offering me a 30 day trial and a great price per month.
2 weeks later I get a bill twice the amount the sales person had told me.
I call and cancel the service, Verizon charge any way I refuse to pay the bill since the service was miss represented. Verizon send me to collections for $72.09 affecting our credit and not qualifying to buy a house. Verizon has ruined our credit.

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