Verizon Fios

If the internet wasn’t good, there’d be no business for you. Because no one cares about home phone service and the cable service sucks. The channel groupings are so specific, that you have to keep adding different packages to get all the channels you want. If AT&T home service was available on the east coast, I’d get it out of spite because Fios has done nothing to earn my loyalty or support. In fact they give me every reason to never do business again. And soon I will be starting my own small business, and I have no desire to bring more business to Fios. They do not deserve it.

After that I have asked them, “Where is the confirmation about 3 years price lock”, they said, “Once your account will be set-up you can see that.” After few days my account was ready and I checked that promotional price is good for 1 year only. After that I have called many time to sales representative. After multiple trials, only one time she picked up phone, and I asked her that how I can get confirmation about 3 years price lock. Then she said, “Next year when your promotion end then call to Verizon customer care they will apply promotion.” I told them Verizon will do only for new customer not for new customer. Then they said, “I will ask my manager that how to send you confirmation for price lock.”

After that day sales representative never picked up my phone. After 1 month, I called Verizon customer service and they said, "We have promotional offer for 1 year only. We don’t have any offer for 3 years price lock." It clearly indicate that sales representative were lying to me. They were lying to get new customer. Please be aware with cheater and liar sales representative of Verizon. They just lies to you to get a new customer. Please stay away with them and I will argue to Verizon also to teach them so they don’t cheat with customer. Because of this I will never go with Verizon for any service in future. Verizon is also responsible to hire correct employee or teach them ethics who should not lie to customer.

Fast forward 1 week: tech comes with just a router. “No boxes”. He tells me that they are only giving highspeed internet, he has no other info. Figuring I’d call the next day to see what the issue was I go on with my night and find out my whole D.V.R. Is not working. They changed my plan to take off $10 and took off the DVRs. WTF. I pay $246 a month!!!! It took 4 days just to get my regular DVRs back! 3 WEEKS later and they basically tell me that I didn’t get it in writing so I can take it or leave it, I talked to a manager “Liz” that basically told me to kick rocks and was so rude, with a chip on her shoulder that I’m going to cancel my service.

The good thing is that Liz the manager told me that she could care less that I switch to Comcast. So I guess it’s a blessing in disguise because my bill will only be $149 for more than what I had before. Hey Verizon come pick up your garbage boxes. They're on the sidewalk in front of my house!!! Btw when I was talking to the customer service before Liz “that really did try to help” when I said it be easier to switch to the other provider she said Comcast had superior services. I bet that’s what she has at her own house.

The internet and phone has been going off for past couple of days that we just gave up. I don't even bother to call Verizon because I will be on the phone for at least 2.5-4 hours and I won't get anywhere with the call and the problem will not be fix. Customer service is rude and they don't listen to you. I have had 4 people out to my home in the last 6-8 weeks and the problem still not fix. This is very bad service. When I ask them to just cut the services off at one point they hung up on me. One time they even offer me a $30 discount. I said to the representative, "The current services I have don't work so it don't matter and why would I agree to a 24 month contract agreement?" Please help.

Also someone changed all the names on my business to my wife's name and manipulated my browser to do thing that I was not supposed to. I reported it to the FTC and they found problems with AOL and Verizon and since then all my PCs have been damaged. They stole everything in my house and I think it's spite work from AOL AND VERIZON FOR REPORTING THEM. I used to love going on the internet. They ruined my hobby. I want restitution. That is like CRIMINALS AND THIS IS THE TRUEST REVIEW ANYONE CAN GIVE. I want my stuff back and my business back and tell me who is on my network.

Verizon also pulls nonsense such as disconnecting you when you wait a long time, has intermittent internet speed issues, and escalating complaints which typically goes to their Executive Group is generally a waste of time. The MAIN ISSUE is Verizon is generally a Triple Play monopoly in any given area when you factor in all the things they offer such as wireless and branded phones. They are the real phone company and do their repairs which is important. Their Wireless service has the best coverage. Due to intense competition by other companies such as getting unlocked smartphones, their monopoly gets chipped away and their prices stay within a certain range. They have to make up for this by trying to force you to spend. When you don't, you're not that valuable to them. The key is, don't let BIG DOGS bully you.

So I called back the next morning to speak with a customer service rep, and after 10 minutes I was connected with someone. She told me that I will be charged for the services that I signed up for after I told her what they had put me thru the other night. I was on hold for 4 hours! I only had the box for a week, and you guys are still going to charge me? I asked to speak to the supervisor, and she told me the same thing. Just a very bad experience for me. I would probably never want to try Verizon again, and I'm glad I don't have their wireless service anymore either. I would NOT recommend to my family and friends.

I couldn't believe the incompetence I receive for six days calling back and forth being transferred between customer service and tech support departments, language barrier, (it appears we were calling out of the states Philippines, India etc.) put on hold for hours plus. The recording stated if you don't want to hold leave your number and someone will get back to you, well that never happened. On the fourth day we finally got a technician whom appeared to understand what our needs were, nonetheless he promised we will received our modem in the mail the following day. Two days pass we never got it so my son called in. Provided them with account number, phone, order # and address, yet they were unable to locate our account.

I called asked for a Supervisor. I honestly couldn't believe the guy didn't even get my information nor was he concerned after speaking with him for ten seconds he 'TRANSFERRED' me to customer service. Once again we were promise the service will be active the following day, "THAT NEVER HAPPENED." Called back the next morning after holding for 30minutes I finally got a representative. I explained the situation. However told him I've been holding far too long. He promised me a callback. Told me he doesn't want to lose a customer... Wow once he called me in the evening as I picked up he said "hello" and hung up on me... Indescribable insane. I'm thinking perhaps the call drop, however I never received a phone call back, As this would have happened if it was Verizon Wireless or any other company trying to get business.

I have never been so disgusting with customer service in my 35 years of being in this industry. By far this is the worst I've ever seen and the sad part is, It's Verizon. We eventually cancelled the service after speaking with a Representative from the islands whom said he understood but once again unable to assist because we had to again speak with support. Extremely dissatisfied coming from Verizon. BEYOND DISAPPOINTMENT!!!

I got a survey thanking me and my name is not Kenneth by the way. Set up with the service customer service. They getting worse and I'm not getting what I had because they can't give it to me because I took it off in the beginning. All I want is the same service I had and it's not going to happen. They said so. Now I have to pay for something I don't want. I did not accept the second offer. Frustrated. What do I do.

Eventually, after months of this, I told them to send a tech but I would not be paying anything; if they determined it to be a problem they couldn't fix on their end, I'd just change providers. When the technician arrived (almost 2 hours late) he checked the Verizon-provided equipment and determined that it was obsolete and not providing anywhere close to the contracted service level we were paying for. He replaced the obsolete Verizon equipment and the connection was dramatically improved.

I contacted customer care/billing to get credited for the outage and service degradation, but both the front line customer service agent and the billing supervisor refused to help or acknowledge the issue in any way. As a long-time Verizon customer I am completely disgusted with the extremely poor customer service and lack of responsiveness. They clearly do not value my business.

As soon as I cancel my service which will be today they will be calling and sending all their marketing junk to tell me about their great deals. Verizon if you have such great deals I would not be writing this and I would not be cancelling you service. Do you know what they charge me for .5Mpb $52.99. Do you know how slow that is? Let me explain. Every single site you go to you sit for more than a minute waiting for it to load. My daughter joked, "you know your internet is bad when you can't even get on the providers site!" Yup, that is true. It takes forever to even load Verizon's own site.

Why is this monopoly in disguise allowed to continue? GREED! If they gave a decent service at a reasonable price no one would mind paying, but no they try to force you to buy a bunch of awful services and give you substandard service. The crazy part is if they just gave good service you would want to buy other stuff. On their site they are advertising If this is the only internet service in your area I''m sorry you don't have a choice, but if you have any other choice do not buy anything from VERIZON.

Then after I TALKED and hung up with a Human Customer service, the phone rang and it was a robot asking to take a survey on the customer service I received. What is going to happen to the workers when these robots finally take the whole system over. I can not even get a phone number listing when I call. I have to yell into the phone because the robot cannot understand me!!! I don't even get the number after trying for over five minutes!! We have to pay for that service!!! Now you guess how my feelings are!! Oh wait, maybe robots can't read this!!!

Second, the installation was another pain in the butt. The tech arrived very late (one hour and a half hour) and the tech guy could not even install services on the day scheduled. So it was rescheduled. Very disappointing and I wasted so much time just waiting. Lastly, this is the worst part. The tech guy did not use his own HDMI cable. Instead, he used MINE to connect TV with TV box which is absolutely stupid.

I always place HDMI cable near TV to connect with a laptop, but why he used that? Verizon uses customers' cables and stuff? Unbelievable. Thus, I was not able to use TV and TV box for days until the new HDMI arrived. (They sent it because it was their fault.) I wish they could send it through another tech guy who would go work in my area the next day so I could have gotten it the next day. Every issue was addressed very slowly which contrasts from when I was buying deals. They acted quickly and kindly to sell their deals; when they sold it, they no more act quickly. This is my Verizon Fios experience so far. Quite a lot of issues just happened in few days after I requested TV and internet services.

I was transferred to tech support who looked into it and confirmed that the website has the 2014 Extreme TV line up, not the changed current 2018. The 2018 version does not have those channels along with HBO or ShowTime which I used to have. Tech support bounced me back to service because those three individual channels have to be "programmed" into the package I renewed. I was given a ticket number and told someone will contact me within 48 hours. 72 hours later, on July 26, I called Verizon again. The tech support knew what I was talking about, bounced me back to service rep who insisted that if she rebooted the system those 3 channels will magically appear. I told her not to reboot and proceeded to explain the situation and she rebooted my system anyway, not once but twice despite my protestations.

Once she realized the reboot was not working, she bounced me back to tech support. Tech support found the ticket number in the system and stated that Verizon did not update their webpage to reflect the changes. The tech guy chatted with sales and service who stated they could not switch me back to the 2014 version but will add the 3 missing channels which will take 3 business days. Verizon needs to make good on the TV line up they have posted on the Webpage. This is what I agreed to pay for and therefore I should receive the stations. I wonder how many more "missing" channels I do not have but am paying for. Two days, and two hours of my time I cannot get back and more than likely those 3 channels as well.

This is not even the half of it. Have spent 8 hours in phone calls and 19 days later my bill is now 40 more than first quoted and I am locked into 2 year contract after given false info and quotes. I even got a quote for the same thing from one rep as 160 and another for 79.50 for the same service. It's recorded!!! I am still with a dysfunctional TV due to the manner in which cable was installed and I am without my phone jack for my landline, while I am paying for it!

The supervisor (Mr. **) also provided no contact information for me to pass this to legal to resolve. I have also since requested a copy of the contract and asked what legal jurisdiction the contract is under and was sent to the website where this information is not easily available leaving me to believe this is business practice rather than an error. My warning to you: Verizon has all the information needed to create new product orders, extend contracts and add services to your account without your knowledge. If you are on auto-pay you may never notice or it will be months to years before you do and will not get that money back easily if at all - Best to choose another service provider.

Now I have to say that the Internet was far superior to the DSL and immediately noticeable, the phone was crystal clear and also immediately noticeable. My only gripe was my over the top phone services for long distance and International no longer worked. However the Fios Internet was that much better than DSL I was able to get a Skype phone handset that was even cheaper than my old over the top services.

A couple of months in Fios called me and told me that if I took TV as well my bill would be reduced significantly from around $110 a month to $80 a month. So I agreed and out came the tech who installed a set top box on all 3 of my TV sets. Again I had no idea about what the change involved or the technology used. My $80 bill went to $180. I was livid, I was mad! I did not need to rent 3 set top boxes, nor did I want TV. They agreed to drop the TV in my bundle to local only and I returned the set top boxes, my bill went back to $110 a month when you include the taxes and fees, and I could watch local TV by connecting the Fios cables directly to the TV sets.

Fast forward to 2017 - I see and want Gigabit Internet, I call and ask only to be told that it will be $300 extra on my current bundle to upgrade to Gigabit. When I explain that the commercials on TV are advertising it for $89.99 including TV and phone, they tell me that only new customers can get this price and that I would have had a discounted bundle when I signed up. I explain this is not the case and I had no choice in becoming a Fios customer, but get nowhere. I try several times between then and today, each time being told that if I remove TV from my bundle, even if I don't get Gigabit Internet, my price goes up by over $100 a month. By this point the local TV bundle has dropped so many channels I couldn't care less and really just want rid of it.

Eventually I write to the FCC who explain they can't help and forward my complaint to Verizon. Verizon Executive division call me and tell me they are here to help lower my bill. Exactly the same words I heard in 2012 when I was convinced I needed to add TV. We go through option after option and repeatedly I am told that I need TV to lower my bill, I am not going to get faster Internet and phone alone for less than $160 a month unless I add TV and pay $130 including set top box rental. I keep explaining that I don't want TV and I don't want rental equipment even where the rental fee is waived. I want rid of the TV completely. I request the guy's name number and extension and tell him I will call back. He tells me he will call again 5 days from now because the FCC want to see the complaint wrapped up.

Later I log onto My Verizon portal and try to add/change services. It allows me to select Gigabit Internet and phone together for $88 a month taxes and fees included. It does not however allow me to complete the order because I must call them to cancel or remove the TV service from my account. Something that I am certain now that they are never going to do. Later that evening they send me an email telling me that because I am a loyal customer I can now watch Showtime free for the next few months. Perhaps I should call and request a set top box to take up their generous offer...

I've had them in the past, and it was nowhere near this bad, so I thought, sure, I'll sign up again a few years later as the need arose. In fact, previously they were pretty decent albeit a little pricey. A simple installation, quick setup, voila! Billing was straightforward and they made efforts to fix things appropriately. Now, the actual Fios internet seems to be reasonable most days - that is, when I'm not troubleshooting why my work VPN doesn't get along with my home Fios router even though it literally works everywhere else across the globe (even Alaska's unstable networks were better). Reboot the router, update the firmware, et cetera, let's face it...this Fios router is simply cursed. Oh, and I love how Fios couldn't comprehend that yes, it is a Verizon router (labelled as such)...so yes, it should be supported. I digress.

Moving on, let's try getting new service started. First, how many times do I have to tell them I don't own a TV and therefore do not want nor need TV service. Even better, when they offered it at the setup, I answered yes for them to apply the autopay discount, but they did not do that. And since it wasn't reflecting online, I called back to find out why. So, at least 6 calls and various levels of unhelpful reps later, probably more, several phone tags because I have a life and a career that doesn't allow me to sit around waiting all day on these people, they call back to say that it is applied and should be good.

Then, I get the bill and *shockingly* it is not applied. I begin the call-back saga once again, only to eventually hear back that the discount won't be applied until the next billing cycle because it wasn't applied until the DAY AFTER setup. The DAY AFTER they did not do as asked up front. And it was an account manager, Larry, who just couldn't help me further, but once again insisted I go for a TV package. *sigh* Larry, I've been in customer service before, and experience goes that you should at least try to rectify the situation. Good Luck fellow peers, I think I will be shopping for another vendor (if any of the other vendors are smart, they could really poach Verizon's customer base with better phone service and less fees). Maybe a lawyer too the way this is going.

Several calls from 5/31 to July 12th to get a credit for installation set up fee charged to me but I was promised it would be waived. I was charged or threatened to be charged $1300 dollars for unreturned equipment - calls through the month to explain that I brought my equipment with me and it was hooked up in my new home. Told that I had to send back the router only??? How do I do that without a router to use. Told installer made a mistake. He should have given me a new one. I argued that the serial # they are asking to return is the same that's currently being used. Told to ignore charge. Showed up on my next bill. I spent 12-13 hours trying to fix problem after problem and to treated like I was a liar and that 50/50 internet is available- DO I want the slower internet back but not at the price I used to pay??? It's more money now.

It's like a circus there anymore. Never was like this years ago. No supervisors available EVER- told one would call me back 5 separate times- never happened. Forcing me to call and repeat myself and my concerns over and over - online help they can't review your calls and no supervisor or manager to help there either. It's like the reps can say and do however they please with no one to hold them accountable.

They lied to me when I was forced to pick new service and sign a new contract - to get me out of my grandfathered prices. Only bait and switch me to sign a new contract to call later and be told, "Sure we can put you back on your old services but for more money"??? Illegal and Fraudulent. I have now sadly resorted to copy and paste all online conversations. WHO HAS TIME for this. I will suck it up and Pay cancellation fee for pure principle of deception, fraud and lack of customer service period. Oh did I mention they charge me for 2 Enhanced DVR services @ $20 below. I have never dealt with such horrible irresponsible Customer service reps.

After a month or so Verizon automated message was keep on leaving me a voicemail that I had an outstanding balance I need to pay off or else they'll send it to the collections. Just recently talked to another Verizon agent on the phone. Then he said that I have to pay $165.48 for installation and setup. I got three different answers from three different agents on the phone. Before setup and at the cancellation of setup they said it was free if we cancel the service in initial 10 days before billing got generated. It's totally misleading and fraud that the Verizon had done to me. I had that said amount because I don't want to go to collection and mess up my credit history. Never in my life I'll go with Verizon. Verizon completely cheated me. I don't want to rate their service because it's required. I gave 1 star. This might be helpful some of the customers.