Verizon Fios

This new person said to go pick up the boxes and just plug them in. I drive to pick up the boxes but the store had no record of my order and would not activate them. I called back.. It is now 2pm. The technician said he was sorry I was given wrong info and had to start over. Transferred me and I had to make a completely new order and second credit check was performed. NOW the new installation date was a day LATER. She transferred me back to a technician to explain why I could not self install and she said my order was on hold and could not answer a question. Then the lady who sent me to get the boxes called back and wanted to know why I made a new order.

I explained you gave me completely wrong info and sent we on a useless one hour errand. She then canceled all my orders. I then called back, it is now 5::40 pm and a man reinstated my order but he said something very interesting. He said, “Do Not take any more phone calls from Verizon employees," because he was taking care of me. I believe each Verizon employee told me a different story so they could change the order and get a commission. As evidenced from the last person insisting that I do not even pick up the phone if another rep calls back because I am with him now. So I called Optimum. They will be here in 2 days and then I will have the great pleasure of cancelling with Verizon.

My bookmarked shows were almost all gone from the screen. As I found one or the other and clicked I got a gray screen that said "no data," and clicked off. I looked up instructions (MINIMAL AND NOT HELPFUL) online and rebooted several times. I called up Verizon service and was told to reboot as woman checked system. Finally after frustrating calls back and fighting with On Demand which would suddenly start to work and then die I call and got a repair ticket. A day later I got an email that said my ticket was closed congratulations. Now really furious I found Verizon customer service on Facebook and did have a conversation with a person who answered my questions but still didn't seem to get the picture.

I told her I had worked in systems before and knew a faulty programming change when I saw one. We opened another ticket and she apologized. The technicians came as promised and were lovely but immediately identified my router as being from the stone age. They told me I would probably need a new router ($3 per month or $300 to buy). Obvious answer since electronic equipment goes out faster than last month's women's fashions - I agreed to pay $3 a month. They then came in to see what was going on. They rebooted called their offices - things started to work for moment then stopped.

Finally they called their co-workers in a Verizon office to find out when they had their buddies check that those guys were having same problems I was with on demand. So they told me what I knew from beginning - they couldn't help me. They asked me not to open another ticket for at least a week since it probably would take at least a week to have in office people change something. (I agreed as opening another ticket to call them back would be waste of my and their time.) But that did not mean I wasn't going to complain. Then got joyous email telling me problem was resolved.

This is what I posted on Facebook for those poor hapless customer service people (always polite always patient but unable to solve most problems. I received a lovely email that said "Your Verizon repair request, ticket #** has been resolved." Of course this is NOT TRUE!!! And if your customer service people here and online had listened to me you might have saved the verizon technicians who came and tried without success to resolve it. IT IS A PROGRAMMING PROBLEM!!!! They closed the ticket because there was nothing they can do. You have changed the On Demand system to attract younger more app loving customers and left us older ones who just want stuff to work out in the cold. I don't want another ticket to be opened. In a week I'll start out on the customer service telephone circus or maybe just maybe it'll be fixed. If not I will have to look for what may not be better but will probably be cheaper.

I’ve been hung up on several times and transferred to departments that are closed. And most recently told that they did NOT HAVE AUTO PAY enrollment credits in 2018 when I signed up. I shared with this individual that I received an email from Verizon thanking me for my auto pay enrollment on 05/07/2018 and that I would be happy to forward them the email. I was then told that the autopay credit is ONLY for “certain” bundles and mine probably didn’t qualify. Recap:

Didn’t offer it back in 2018 — Asked if they’d like for me to forward their email and their articles dating back to 2017 that shows they were offering this benefit—they said it was a different bundle

Lastly, I informed the last person I spoke with about this, that I felt the need to record the call after they’d come back each time with so many competing reasons not to honor their agreement and then seconds later, I’m listening to a dial tone. She hung up! I am reporting Verizon to the Better Business Bureau. I caution anyone from doing business with them. Mind you, I’m an excellent paying customer and this is how they TREAT ME. Verizon should be audited for corruption and fraud.