Verizon Fios Reviews

I finally went back to the guy that originally signed me up. He sent an email to his manager who got Verizon to applied my deposit to my account. Today is a week since I applied for services and still my internet and TV services has not been installed. They told me that they will send someone out on Monday (02/16). I can just trust that the installation will go smoother than paying the deposit. After reading all the reviews from customers, I truly do not feel very comfortable being a Verizon customer. This company definitely needs to train their customer services department to give better service.

The woman told us to expect our new boxes to be mailed to us for delivery on 2/12/15. When they did not arrive on 2/12/15 we called to see to follow up the tracking number. UPS reported that they had a label but no boxes or package to ship. Upon calling Verizon Georgio in Tampa we were told the order was not set to be delivered until 2/23/15. Georgio was a supervisor and said nothing could be done. Verizon Comcast they are all the same. We will be making a change. Are the satellite companies any better?

Our previous carrier had been Verizon for home, DSL, and wireless service and DirecTV for that. I had contacted Verizon on several occasions to see if they had any equipment that would be able to provide service to the new location. One store in Edgewater, MD had even arranged an equipment loan from a store in South Boston, VA to check to see if it would work. When I called the store in South Boston, I was told the address was out of their (Verizon's) coverage area and the equipment would not work so it was a waste of time to do the paperwork for the loaner/test equipment. Since our wireless phones (talk only, not data) worked poorly at the new address, I also asked if the newer 3G/4G phones would be a workable solution. Again, the answer was no because of the zone coverage problem.

I then contacted Verizon's Move Solutions reps. I gave the young lady the new address and asked if they could move my existing home phone and DSL to the new address. She entered the address into the system and said that it didn't exist and the closest address was 1/2 mile down the road. She said she would have to send the info to the engineering section and have them build it into the system. That would take about two weeks and they would contact me when it was entered.

3 weeks later and still no reply. I called them back and asked if it had been done yet and the rep I talked with couldn't give me an answer. I then asked him that if I paid to extend the hard wire line the 1/2 mile to the house, could I continue to have DSL service. He checked his computer and said there was no DSL service to that area - hard wire or not. So, no wireless phone service, home service (wireless or hard wire), or DSL available thru Verizon. Did some more homework on the still active DSL internet at the former address and found that AT&T could possibly provide coverage. Talked with the office in South Hill, VA and received the same answer as from Verizon - out of coverage area.

Did some more homework. Found that Net10 claimed their service would work with a handful of their phones. Bought the cheapest one from the dollar store and tried it out. Worked fairly well and had an improved reception area over the Verizon wireless phones and no two year contract to contend with. Wireless phone problem solved. Ported the two Verizon wireless numbers to the Net10 phones. Included with the advertisement in the phone package was a advertisement for Straight Talk Wireless Home Phone.

A check of the product showed it too, would work in the new location but to improve reception, a signal booster was recommended to be mounted on the house. Bought one and installed it to cover a 3500 square foot area inside the house. An overkill but wanted to compensate for the loss of signal thru the walls. Installed the wireless home phone and put in the request to port the former home number to Straight Talk Wireless.

Here is the problem. We had been a customer of Verizon and the DSL service for several years at the former address. I had done a pretty thorough search of Verizon's web site to see if there was any way to keep the DSL account active if the number ported successfully or if any other options were available to keep the e-mail account open for the reason that all notifications from businesses like banks and insurance companies, websites I purchase from, alerts of various kinds, and personal contacts all had the Verizon.net address. There was no information to be found at all.

On 26 Jan 15, the home phone number successfully ported to the new wireless carrier. When I attempted to sign in to the Verizon.net e-mail account on 27 Jan 15 from the old address, I was provided with a screen that said my e-mail account had been suspended and to contact Verizon technical support. I contacted tech support and was told that because my home phone account had been closed, the DSL account was also closed. After thinking about it for a little while I called tech support back and asked if there was any way to reactivate the account. They made a couple of calls to other sections of Verizon (billing, sales, plus others) to see if anything could be done. They said there was nothing that tech support could do but to go to keepmyemail.com and put in a service request to transfer my e-mail account to an annual contract for $20 year that I could access from a different ISP.

Tried that but since the account had already been deemed closed, there was no way to put in a service request. Spent the next 4 to 5 hours talking to multiple areas within Verizon to see if there was any way or anyone that could reactivate the account for 20 minutes or just long enough to place the service request or if anyone at Verizon could do the transfer over to the annual pay format. Answer was NO, NO, and NO. Once the account has been closed, it was dead - period.

Just a couple of thoughts on this. I've had a home phone repair tech make a call to central repairs and find that my phone didn't work because someone 500 miles away forgot to flip a switch and that switch was flipped in seconds. Problem solved. Verizon is a massive company that controls virtually everything that goes on under its roof. I find it impossible to believe that there wasn't anything they could do to solve this. They can activate accounts with a flip of a switch, repair, troubleshoot, and fix almost everything with these same switches and yet can't manage to provide alternatives or options for customers who gave their company every chance to continue existing service that they said they couldn't provide yet most of these discounted carriers (e.g. Net10 and Straight Talk) use these very same big name carriers such as Verizon and AT&T. It's not a can't problem, it's a don't want to problem.

So if anyone out there in the real world is happy with their Verizon.net service and are looking to move to a different service provider for whatever reason and would like to keep your e-mail account, try going to: keepmyemail.com and put in a service request for the $20 a year fee. This choice will probably be discontinued or the fee raised if the word ever gets out and existing customers find out because it's not anywhere on the web site to be found. Ironically, the above website is a Verizon site that falls under their Domain management section which I didn't know existed either.

I called asking why such a price, They told me $90 per 30 minutes of work, which I was never told. I was told if it was my fault I would be charged. If it was not I would not be charged. They lied by changing their story after the fact, that I would be charged as long they enter my home if it's not my fault, or even Verizon's fault I will still get charged. I spoke to a supervisor , and admitted this was wrong. The charge should have been $90 dollars cheaper. I was even offered the fees to be erased. I had it with the lies. I left and joined Time Warner. Recently I received an email and a letter demanding $235. I called and explained to this division which I believe is a third party, claimed it was right and was rude to me. It went nowhere. STAY AWAY FROM FIOS.

After a couple of years with another provider, I decided to give Verizon another try figuring they had ironed out all the wrinkles and were more efficient. This time, I was assured by the phone rep that my bill would consistently be $120 per month for the next two years. But it was not. Six months later, my bill was up to $160 per month and when I went to the Verizon store to ask for an explanation, they somehow managed to justify each additional charge. I turned in my equipment and never used them again.

However, the next month I received a statement from Verizon with a $10 credit. While speaking with them on the phone, I was told it was a $10 credit for a service I had been using while I had my service, so I shrugged it off. The next month I received another statement with a $20 credit, and so forth. Each month the credit grew bigger until it reached the $90 figure and they cut the check. I deposited the check into my account and never contacted them again. So glad to see here I am not the only person they treated so badly.

I have been calling since the beginning of November and the response is unacceptable. Every time I call I get a different answer. This early AM I talked to three different "tech support" agents, all who gave a completely answer, from "Yes, we know we have a problem and are trying to resolve it." to "There is no problem that we are aware of." If they admit to an issue and open a problem number, it soon vanishes saying it was fixed, with nothing done. Even the support center can't seem to agree from call to call.

If you checked and pulled recorded phone calls associated with my account, you would see the number of times I called and the completely different answers I get each and every time. I'm beginning to think it's all a big cover-up. They certainly don't give a hoot about their customers or their problems. I was guaranteed that the Yahoo issue was a high priority one and was going to be fixed, when I had to commit to another two year contract, because I told them I wasn't going to renew without it being fixed or at least have someone tell me a suitable dependable workaround prior to me committing to another contract. They assured me, I signed, and three plus months later nothing is fixed and from call to call their answers is completely different every time.

I spent years fixing my credit and owe over $33000.00 for my education for a career my body is able to handle. I feel immoral paying for tv when I can't afford my own food. How can I get out of this contract without screwing my credit up again by cancelling the contract. Is there a way to get internet service to find a job without getting into a bill I can't afford?

Yesterday I called to tell Verizon that I needed an HD set box. The agent told me I could now get upgraded, faster internet access. She mentioned this in such a way as to lead me to believe that it was free with the new HD set box. Not so! She sent a confirming email which stated that the cost would be $39/month for the faster service. When I clicked on the link beside the $39 charge to see what it was for, it wouldn't work. I had to call and wait forever, as usual, to get an agent, who told me what the $39 charge was for. He also told me what the new $7.99/month charge was for --- a new router to make the faster $39/month internet access possible.

What crooks these guys are!!! No tech support, never have solved my problems with the service, and sell me new things without telling me that every extra will cost and how much that cost will be. They don't care that I've told them at least 6 times that I am a senior citizen living on a fixed income that is not large. All they are there to do is make commissions by giving new or upgraded service without telling you that what you are getting is not free, and not telling you what it will cost you..

They at one point sent at least 10 technicians. One spent 8 hours trying to fix it. The other said "This is why I refuse to use them." He said seeing all the customers having problems kept him from getting Verizon. Everyone I talk to and every review seems like they all have the same problem as us. Advice to people - DO NOT USE VERIZON DSL OR HOME PHONE. BIGGEST MISTAKE EVER. I had to pay all kinds of money to have them install and paid all these bills so they win I lose.

The next call I had went very different as they admitted to not notifying but did say, since my bill is viewable online it didn't violate the contract. B.S. I signed a form stating they would deduct my bill automatically...if there were any changes they were to notify me. My internet has been shoty on the wireless side off the Verizon hunk-o-junk router and on my wireless access point it has been fine. The box mounted in the house that is the brain for Fios keeps beeping because they are too cheap to replace the phone Back up battery on install. I am expected to pay for service that is slow and a sound pollutant?

I told him a dollar doesn't help or make me feel comfortable with my service after having such a major disaster happen in front of all my friends and family especially at such a critical point in the biggest game of the year. He said, well that's all I'm going to offer you is pennies. I reminded him that his job is customer retention and so far (after almost an hour on the phone going around in circles) he has made the situation worse and hasn't even shown empathy for what happened.

I then asked for his supervisor because he was being very rude, curt, and uncooperative about making any kind of restitution. He then told me that she, Debbie, was out and I would have to be an employee to email her or get in touch with her. So I asked him for his ID number which he provided and an email where I could send a complaint. I will be sending an email to appropriate departments at Verizon to tell them what happened and also all of my friends (who weren't already here when it happened) what happened until someone gets back to me about this problem.

I ordered this Friday Jan 30th. They tell me, "Oh I can have a tech out as early as Sunday." Okay, great, he said he'd email me an email with the confirmation of my email, then a welcome package with my order id #. He NEVER did it, so here I am a pregnant woman with a 2 year old running around the house on hold for over 45 minutes (in total I was on the phone for an hour and forty-five minutes almost 2 hours) just to find out something was "wrong" with my order.

I get representatives that speak very little English to the point I can barely understand them. They tell me the offline people are working on it and they can't tell me why or what's wrong. I'm over here thinking this guy defrauded my card or did something horrible and then they tell me: "We can't have someone out today, call back Monday or Tuesday to check your status." EXCUSE ME?! I paid a hundred dollars of my fiance's hard earned money and a confirmation of the tech being out Sunday I never received an email that something was wrong with my order or anything. Well I asked to speak to a supervisor and the ignorant jerk on the other line who wanted no more than me to get off the phone with him, transferred me back to the main menu.

At this point I'm livid. I wouldn't care if I weren’t an online student. Honestly, I wouldn't. And needless to mention, they were completely rude to me. Well, after I hang up the phone, I see a Verizon landline expert outside and I walked out asking him if he set up Wi-Fi along with phone and he said no just land lines. I asked if he was going into my building, which he replied yes to. But my order only said phone, nothing about Wi-Fi. And he told me he would recommend me calling in on Monday (2/2/15) and cancelling this service because if he installed it I'd get two separate bills for phone and Internet, which would be pretty price-y.

Needless to say, I told him to keep his equipment in his car and out of my apartment. I went to my aunt's house to do my homework and she told me about Antietam Cable. Believe me when I say I'll be switching to them when I get a hold of this b.s. company and get my hundred dollars back. If there's THIS much headaches with this company NOW, I can only imagine how many headaches I'll get later on down the road.

I have been trying to pay the bill for over two weeks, and can't get a person on the phone to remove the charges for the non-existent home phone service, but that seems too much for any of the people that I wait an hour to get hold of. The installer also left such a mess with his drill and wires are everywhere unsecured, and too short to hide out of sight. I have never had so many things go wrong with one company before, but I can't wait to go back to Cox. I will be posting a video of my last day trying to get someone on the phone, and it shows very nicely how incompetent Verizon is, and the countless menus to navigate and the usual result of my calls... they hang up on me every time, despite my begging them to help me. DO NOT WASTE YOUR TIME ON THIS COMPANY!!!!!!

And now there is nothing they will do about it. They are dishonest liars! I asked to be released from my contract since they lied to me and I don't want to deal with a company with so little morals, but they refused. Of course they would lower my bill by lowering me to basic everything, how helpful! I am now stuck for the rest of the 24 months. I've spent probably 10 or more phone calls over the course of 4 months and they refuse to honor what they told me. I'm pretty sure all the calls are recorded and I begged for someone to listen to them to hear what I was told and how I was lied to, but again no luck. I will count down the days until I can cancel my service and I will never use them again. I believe in honesty and apparently they don't.

Once he arrived, it took him awhile to get situated because he kept asking, "Where are your phone lines connected to?" None of us knew where they were, so the tech got increasingly frustrated which showed in the manner in which he was speaking and also his tone of voice. He kept walking around the house, testing the phone outlets/adapters and even looked outside at the cable box in the backyard a few times. He hated telling anyone where he was, so we would have to guess at times where he was at. He even left the block several times in his Verizon vehicle without informing anybody which he explained later as ensuring that his van doesn't get towed from the fire hydrant. Even so, it would've been at least polite to let customers know where he was, in case there were any further questions at least.

After waiting for 2 services to be reinstated for nearly 4 days, some notification and updates on progress would've been nice. The techs frustration got to a boiling point a few times after a few hours, making comments like "This is getting ridiculous." and I have no time for this. After pointing out a new phone outlet for both phone and internet connections in another room in the house, we were finally making progress nearly 2.5 hours later. About 3 phones are set up in the house which are all connected to each other. The tech managed to reinstate services for 2 phones but not the one in the master bedroom. He couldn't figure out the connection to it and we didn't know either where it was being derived from. So, essentially, he gave up looking for it, saying 'I don't care' repeatedly.

He told us to call Verizon again to have another tech come out and take a look at it. Shortly thereafter, he reinstated the internet service for the house, although, it appeared to be a weaker connection later on, after he left. Relieved that some services were brought back up, the tech appeared visibly to be in a better mood. To his credit, he offered to replace the current 2 modems with a much faster Verizon modem to which I agreed. He went back out to the van to retrieve it. When he came back momentarily, he was on the phone with his supervisor, asking not to be assigned any more jobs for the day as he has 2 more trouble calls to work on.

At that time, it was around 11:30am. While showing me how to set up the new modem, my mother commented that the cable t.v. services seemed to have been lost. The tech impatiently took a look at it and realized that the cable box was not responding to the remote like before. Thankfully, he was able to figure out that particular issue and luckily, there were no interruption in services for cable t.v. Bill, in the end, was able to thankfully, resolve the issue for us in regards to interruption in services. I will admit that he was nice at times with his offer of the new cable modem replacement and willingness to look at a separate issue, other than the ones he went on call for. However, for three long, unpleasant hours that he was there, he was also rude often and probably could use some more customer service skills in the near future.

Instead of showing his frustration and showing that he didn't care about certain issues, he should've been more cordial about it, maybe saying something like, we need to do more investigation into this or something neutral like that. Not all of us customers are phone and internet cable experts. Also, it would've been nice to have been informed if he was leaving the house or the area around the house. When he left the first time, we all thought he left for good. Thankfully, we saw that his tools were still lying around in the backyard and were able to deduce that he was planning to return from wherever he mysteriously disappeared to.

Overall, we were happy to have services back up after putting up with the phone and internet service interruption for nearly 4 days. Please be assured that this is not an official complaint; just a helpful notification for Verizon to improve technicians' attitudes and demeanor. Customer service skills for technicians probably need to be strongly revisited and reminded.

This is not the first time Verizon erroneously charged me for on-demand services. After being charged twice for on-demand movies, my son-in-law set up a PIN to prevent any accidental on-demand purchase (purchase control). (I would have no idea how to order an on-demand movie anyway.) After the boxing-match charge appeared, my son-in-law checked my TV and discovered that the purchase-control had been deactivated. He called Verizon, also spoke to a supervisor, and was told that the purchase control settings disappear whenever there is a power outage or the system is restarted. Again, my refund request was denied.

By not maintaining the purchase-control setting at all times, Verizon opens the possibility for accidental on-demand purchases. It is technically possible to maintain these controls even after a power outage or a system restart, as the parental control ON is a default setting and, unlike purchase control, is not erased. One can only conclude that Verizon intentionally deceives customers by allowing purchase control to be erased during a power outage, enabling accidental or erroneous charges. This business practice is solely motivated by profit. Mine is certainly not an isolated case. As this seems to be a systemic practice, I am hopeful that a news outlet or law firm will pursue this problem.

First level FIOS support had no clue and I had to explain to them what was happening. I am waiting on VZ 3rd level support. It is clear that all carriers use Traffic Shaping to provide different bandwidths and manage different flows and the "tune" their switches to provide maximum bandwidth for Ookla and SpeakEasy SpeedTests which is good as it provides a good benchmark and assists in debugging problems but in the past at least Comcast was caught cheating and I suspect T-Mobile and some wireless carriers are doing the same. Cox is remarkably consistent with their "SLAs" and I hope the Verizon problem is some misconfiguration in one of the switches on the backbone.

I reached out to Parago on 1-855-772-9102 and provided them with my reference number that I received from Verizon. They collected my details (Name, Address, email, phone number, etc.) and assured me that I would receive my details in my email after 48-72 hours. I never received anything in my email post 72 hours so I called back and they asked me to check my junk email and there was nothing from them. So they said, they would re-issue it within 72 hours. I've called them almost 6 times and each time it's been the same story. I am convinced this is a scam.

One month later, I call and speak with Erma who could barely speak English (which I have no problem with, but she clearly could not understand what I was saying). She insisted that I did not have an account with Verizon but refused to transfer me because I DID NOT HAVE AN ACCOUNT. Called back a few days later and spoke with a female who insisted she would look into it and call me back that night. I called 3 days later, waited on hold, and spoke with 3 representatives. The final representative tried selling me AGAIN. Then put me on hold 7 (count it 7) times. Still waiting on my refund...

Unfortunately the movies channels had nothing to offer and the picture quality was terrible. I called back and spent more than an hour and the agent gave me a list of movie channels. I did not find the said movie channels and I called to cancel the service. When I gave the modem model to the agent he actually laughed and said the modem was obsolete. He promised to credit any installation charges, pass a credit of $20 to the account, do something on his end that would improve the picture quality within 24 hours and send me some other equipment that would be better.

A week later - none of the promises had happened and I called to cancel the service. I had not used the services at all and was sent a bill of $79.69. I have called numerous times trying to get this issue sorted out to no avail. I desperately need help because I don’t have $80 to pay for a service that was promised and not delivered.

Received another text that tech would be here between 3:30 and 4:30. 4:15, nice technician Andy showed up, said everything is OK, and the issue was solved down the street in the morning. Anyone know why I had to take a half day from work to find out the issue was down the street? To compensate, Verizon offered $11.36 to compensate for the interruption in services and my time. Still not resolved and on the phone for a total of 3 hours, chats for 1hr 45 mn and several text messages....way to go Verizon!!!

We had HBO and Stars with Comcast and wanted same with Verizon. Sales person gave use a quote with what we wanted with premium channels and preferred customer line up. All priced at 121.02 total for first year plus a free note book. We were never told to get notebook required having their service for notebook. We had planned to give notebook as gift-did not even get that because to get it you have to have an account.

Now it doesn't stop here/with this - but our bill was quoted to use at 121.02 per month for 1st year by the sales people at our door- but as we found out- that is not what was written up. Called Verizon billing- was told to call sales person due to special deal we where given. Called said sales person- was told they would take care of issue with there superiors. Was told to just pay agreed upon amount and it would be taken care of.

Well - next bill came. Guess what, same larger amount. Called billing in again- (and have names of all people talked to- and how long I was put on hold for with each call). Again was told they would take care of issues. To make a long story short, I now have an outstanding balance due bill that Verizon states is my responsibility to pay because I was lied to and given the run around with nothing but lip service... I am 7 months into a 2 year contract and stuck.

As of last phone call, To get bill down close to orig. amount quoted I had to give up all my Prem. channels- and even then they stated they could not give me an exact amount for bill- only estimate. Ask person on phone where they were located/office-was told Florida. Ask to be connected to billing department for Pa. Was told that was not possible- would not make a difference because even they use same computer program.

So People do not believe anything this company and their sales reps say. Will lie to your face to get contract signed and then stick it to you. My experience with Verizon has been nothing but horrible and bad/will never recommend or refer them to anyone-anywhere. They do not care about customer satisfaction or retaining them.

So 90-days came and went and of course no Visa gift card. I then spent hours online with account reps and on the phone to be told time and time again that there was no record of a Visa Gift card on my account. They were always nice of course, but nice only goes so far when you have been fallen prey to their false advertising scam. I reported this to the BBB and of course their 'Executive Relations Department' contacted me which was a fancy name for I will look up your account and give you the same information that you have already been provided.

Result is the same, the supposed 'Executive' couldn't be bothered to really look on the account at the online conversation I had in June with their customer service person to see that indeed they did say I qualified. Do not fall for their VISA gift card advertising or at the very least make sure you take screenshots of everything and get the names of everyone you speak to. They only want to lock you into a 2-year contract which the end of mine cannot come soon enough. I will go back to Cablevision, where at least their plans are marketed with phony Visa Gift cards.

Once January came around, I had a bill charged for $88. I talked to a representative online where she informed me that she did see where this agreement was made, but couldn't change the price unless I had the order number. I new something like this would possibly come up so of course I saved the email and the order number. Just out of curiosity, I kept questioning her, why she couldn't change the price to the original agreement made if I didn't have the order number and she never gave me a clear answer.

Of course after I gave her the number, she said she would change it without any issues... Anyways, she stated that it was changed but it didn't show up on my bill that it was changed online. I questioned her about this and she gave me more or less of a run around. Again knowing stuff like this happens, I saved the conversation where she guaranteed the price was going to stay at 68.34 and I printed out the confirmation order. I will wait and see if this issue happens again in the future of my contract, which I bet will.

- Don't give misleading information about contract, this is not fair or legal.

I got mad as I had already been on the phone a long time and asked to speak to a manager. I was then transferred to a billing manager instead of a technician manager and after almost an hour and a half on the phone, I had to start all over again with a new person. This person told me there was an outage and that someone would be sent out that day or early the next day to fix it. He took my cell phone number and promised I would get a call with an update. Of course, I never got a call and had to call back again today.

They told me that whoever handled it had handled it wrong and it wasn't in fact an outage. I got mad and asked to speak to a supervisor. I demanded that someone come out and fix my internet today, as I am now going on 3 days without internet and someone should have been sent out 3 days ago. The first person tells me there are 4 tickets ahead of me and it isn't possible. I ask to speak to his manager and I am then told there are 100 or so tickets ahead of me. I said, "That's impossible, I was just told there were only 4 tickets," at which point the manager says to me, "No, no no, that is not what they said." At this point, I absolutely lose my temper and start screaming at him.

About 5 hours on the phone with Verizon, and going on 4 days without internet tomorrow, and I am told that someone will be coming tomorrow to fix it. No one showed any remorse for their behavior or even seemed to be bothered at how badly the whole situation was handled. Since I moved here in October 2012 and have had Verizon, I have probably cumulatively spent about 2 weeks without internet, maybe even more. They are truly one of the worst companies I have ever had the displeasure of dealing with and they clearly do not care at all about their customers.

This all happened within a 2-day period and we called back on the second day. We then reinstated our landline because their beyond slow internet was costing more than having both landline AND high speed internet. Get a load of that. Dial up costing $40/month? Once we had the landline reinstated our internet did not change so another call was made and they said it must be the lines on the street coming into the home or the house wiring was bad. Really? In 2 days and ONLY after this all occurred?

3 tech visits and they couldn't figure it out. I said "it's simple, your people DID NOT allocate the bandwidth via your software that governs the different speeds and speed packages." Once they sent their "specialist" out and I told them that and he said "yes that is correct." After being here for an hour and even him having a hard time getting through to his own people, he finally got with the right dept., told them to allocate more bandwidth and voila, the speeds were back. Did I mention I had to test all the jacks in the house too because they said it could be a bad jack? Wow. In 1 or 2 days my house wiring went bad or just that one jack where the router was plugged into for 3.5 years. Too funny.

Here's one kicker... Two days after everything was returned somewhat to what it was before... MY PHONE AND INTERNET goes down. THEY CANCELLED IT FOR NO REASON! We just called the day before to have the landline reinstated! Getting landline and internet back took nearly ONE WEEK!!! It doesn't end here. Once everything was back (but not exactly to where it was because I still wasn't getting my "up to 15 meg speeds" as I am now capped at less than half that I then get a bill from DirecTV that is more than usual. I am now on the phone with them and they said it's more because we don't have a bundle. I said what?

Apparently Verizon's blunders caused my package to be unbundled that is costing me more money for satellite TV. On the phone then with Verizon "again" they said it's because a new account was created. I asked how? We never cancelled service altogether. They said the one change created a new account and therefore broke the bundle. They said nothing can be done. My satellite service for some reason was cancelled as a bundle. Then, because of those additional charges which we weren't aware of because we pay them through Verizon (which the bill was up to date and only $90) our satellite was shut off. In the end, I was FORCED to pay $200 to DirecTV because of Verizon's continual blunders. When I have the next chance to change I will. I can't now because I am in an area that only Verizon services so we are pigeon holed into only having them which is another problem. No competition, no free market Verizon can get away with this. Skip Verizon, go elsewhere if you can.

On top of that, I didn't realize until after installation that I was never told my new phone number by the technician. I did not receive an email telling me my phone number either. When I try to access verizon customer support, and asked for my Verizon telephone number and/or account number. I've received at least 6 or 7 emails since signing up with Verizon Fios, but none inform me of my account number or telephone number. Also, I have a smart TV which needs an Ethernet connection. The technician did not offer this connection and I ended up having to buy a 50 foot Ethernet cable on my own to run it from the router to the TV. One would think a technician would be more able to accommodate.

After a year I had to move to another state where Fios service was not available. I didn't know that and I called the customer service to set up my Fios at my new apt. They said service is not available and so I will have to pay termination fee! It took 3 hours over the phone for me and they finally said they will waive it for me. After 2 days I received another huge bill. I reached out to the customer care. They said it's the termination fee! Now this lady over the phone tells me that nothing from my previous call was added in the system showing that the fee is waived off!

I just don't understand if Fios is fooling their customers. Just wondering if they still have got any customer left with them after providing such a poor quality customer service. I had such a bad experience with Verizon that I will never go back to them and will always try my best not to let anyone I know get into their trap!

Then he left saying that he would have e-mailed to us the proposal that evening, but instead he called and told us he had lost all his data, so we started all over again over the phone, including the SS Number. Finally later on we got our Order Preview, which indicated an estimated monthly amount of $147.35, and $204.96 for the first bill, as the charges were higher for a Partial Month and One Time charges. The day after the salesman stopped at our house to bring us some literature and propaganda, but we have never received a copy or the submitting form with all our data.

Then, on Nov. 24 we received by e-mail a Confirmation of Order Cancellation, because it contained incorrect information, and giving us a new order number. In fact the salesman had messed up our address (135 instead of 153). Also it was confirmed over the phone that a technician would arrive for the installation on Nov. 25, and he did. His name was David, and his performance was fantastic, obviously an honest and expert Engineer. Finally on Nov. 26 one more e-mail arrived with the old initial order number, welcoming us to the Verizon family, and giving us different estimated Monthly Charges of $156.30/month and a first bill of $231.88.

We called to complain about the higher charges, and were told that the salesman had made some more mistakes. In the same e-mail they were confirming the visit of the technician, who had already been here. Obviously there was somewhere a duplication of our order, so much that we even received a phone call asking us on which floor we wanted the second service. This is a one family home and the installation had already taken place.

At this point we had three different Order Numbers, which end in **. NOT ONLY, but after the installation we discovered, while the technician was still here, that they had connected our phone to a totally different new number, different from our own (the one we wanted to keep from Time Warner Bundle). That's when the real mess started to get bad, because when we called we were told that nothing could be done for a couple of weeks, during which time obviously nobody could call us, as our old number was disconnected and the new number resulted in being assigned to a Cellular Phone (???).

In the meantime, on Dec. 1 we receive another Estimated bill at $156.30/month and a first month charge of $218.01, God only knows for which of the three accounts, and an endless number of unanswered phone calls were placed by us both to the Syracuse Verizon office, as well as to the 800-VERIZON number. The salesman never replied to our phone messages and/or e-mails, nor did the Syracuse supervisor Steve **: **. Before the end of November, we received a flier in the mail stating that Verizon FiOS was available in our street, and that if we signed up with this exclusive ONLINE offer, we would pay only $79.99/month instead of the rate applied to us of $99.99 plus taxes, equipment, charges, FDV and other fees... NICE!

We called 1-888-244-7188 and spoke to a very nice lady, Adrian, who realized that there were several mistakes on our invoice, and corrected it from $366.32 to $313.37, which is still far away from any of the previous estimates. At this point we have two bills due on Jan. 26: The new FiOS bill of $313.37, and the closing bill for the old Time Warner account, which we were not able to close UNTIL VERIZON FINALLY CORRECTED THE SITUATION WITH THE WRONG PHONE NUMBER - retrieving it from Time Warner. Our guess is that Verizon can charge anyone whatever they feel like at any particular moment, especially if they get in their net some seniors like us. Please advise on any actions we should take.

They never called me back so I called them back and asked for supervisor. They said supervisor is helping with other customer so will return my call in an hour, no one ever called. I even have business account with Verizon. I have same problem. I also have triple business pkg, Verizon made a duplicated account for Internet service. So I received my triple pkg bill and one more bill. I called and complained. They said it was made by computer error so the account will be canceled. It's been 6 months, they never closed that account. I have been getting suspension notices so I made a several calls to ask them to correct but they finally sent me to the collection. What should I do?

I called to see what the discrepancy was and was promptly told by Justin and Mike (operator # **) that they could not honor that quote. Justin acknowledged that he saw that quote in the notes but insisted he could not honor it. I asked to be transferred to a supervisor but the only supervisor on duty wasn't available. Justin promised that a supervisor would call me by Friday. Of course, Friday rolled around with no call. I then called Mike who told me much the same as Justin and said the only supervisor was with a client and it would be 2 hours before he could get to me. I asked many times that they listen to the call so they could hear what I was offered.

I asked for supervisor contact information and was refused as well. I was disconnected twice, once with the supervisor acting like he couldn't hear me. Their customer service group is unprofessional and clearly hate their jobs. Verizon doesn't care for their clients and will resort to defaulting on a verbal quote to bleed all the money they can.

Of course I have to pay the rental and service fees for this new 4th high definition box. My two year contract expired and they want to raise my bill from 125 to 170. I talked to several reps and they all offered to cut my channels in half and only raise my bill to 160 instead of 170. I didn't want to pay 170 and I didn't want to pay 35 dollars more per month for less channels so I switched to satellite for TV and Cable for high speed internet.

When I call to cancel FIOS I have to wait an hour to talk to someone. When I tell them I want to cancel they try to talk me out of it. When they finally realize I am not changing my mind and I want to cancel they become very nasty and rude. They threaten that I'm going to lose my email address. I explain I've never used an email address linked to that account and the email address that I gave them to contact me when I signed up is from a completely different account. Even after I tell the rep this she still implies and directly says I won't be able to use my email address anymore. Finally she tells me that I have to return all 5 boxes. I explain that I only have 4 boxes. I explain the service rep took back that free box when he gave me the high def box so I only have 4 boxes. She says they have on record that I have 5 boxes, not 4.

This battle is just beginning but I know they are going to try to nickel and dime me for the next few months with hidden fees and they are going to try to charge me a ridiculous amount of money for a box equipment that they initially forced on me and claim they never gave me, then took back and now claim they never took back. In general I have found Verizon FIOS to be liars, cheats and very rude. I am never going back. I feel bad for the customers who are forced to pay their ridiculously high prices.

Today's bill was my breaking point. After going rounds with them in November about getting them to remove a fully loaded entertainment package, I was told they'd call me back with a follow up, which they did not do. After a few weeks, my next bill came, reflecting they'd still not processed my work order, only this time, my account was in frozen status. We went more rounds until they finally agreed to give me credit for the service they'd failed to remove. It took nearly a month for them to process. THEN, I get a new bill today. They had, indeed, removed the full package from my TV, however, they had NOT removed it from my bill! I spent over 2 hours trying to reach customer service in order to open another dispute.

On one of my attempts, I think the call might've been outsourced, or at least, there was a language barrier that seems to have confused the rep. His solution was to transfer me to another department--Verizon's FRAUD department. Say, WHAT!? The only "fraud" here is that Verizon was charging me for a service it was NOT providing me. I had to call back, go more rounds with the final call to them lasting 65 minutes. They seemed as perplexed as I was angry.

Seriously, I am done, done, DONE. What really angers me is that I must now pay an early termination fee to end my 2 year contract-- I'd have gladly stayed with them had I not run into issues with them from the get go, but it is their incompetency that is driving me away and to me, THAT seems like a breach of contract. Instead, they can do what they want, but I'm the one who will have to pay for it in the end--which only leaves steam pouring out my ears. If I had the money, I would find an attorney just to battle with them over the sheer principle of it all. Switching to cable in January.

I tried calling their customer service and this is where the fun began. Verizon FIOS technical service REQUIRES the customer to utilize their own Speedcheck service, which, unlike more accurate speed tests out there, only tests the speeds to Verizon's servers. So, trying to send packets from the home to Verizon's servers will ALWAYS return good results, regardless of whatever kind of bottle necking Verizon does to information leaving their data centers. It became impossible to report any kind of slowdown, because, from their eyes, their service was working as intended, and they would refuse to escalate the issue any further.

After trying 5 different customer service routes, I finally found a customer service representative (in the United States - You should always ask for a US rep) from the Sales team that actually seemed willing to help. Unfortunately, she still said the same stuff all the other reps were saying (impossible to escalate without a technical report, impossible to get a technical report unless speed test says something, impossible for speed test to display "true" data). However, she offered to give a small credit on the account and to try the upgraded internet (75/75) for a couple months for free. Of course, they always try to sell you on something as a means of "fixing" it, but considering how horrible an experience I've already had, I'm going to try it and see.

If you have not yet signed with Verizon, or if you were on the fence about it, BE WARNED before committing. For families who simply want the TV or phone package with Internet as a side, most plans are fine and certainly the download speeds are reliable. For anyone who uses the Internet in a serious way, their speeds are complete lies and it will be nearly impossible to break out of the contract or even report that it is an issue.

Two weeks later I called in because I had not received the $3.50 credit. During the phone call, the representative told me that the notes in my account did not mention this, but the credit would be made ASAP. Then I inquired about the $29.99 FIOS Video Restoral Service fee. I asked if this fee is stated in my contract. She would not answer my question. (This fee is not stated in the customer agreement). The customer service supervisor tells me Verizon can charge ANY AMOUNT to restore my service. REALLY? How about $499 then? She said Verizon could charge that amount if they wished. I mentioned this was a payment I had overlooked for the FIRST TIME. ALSO, I stated the $30 service is exceptionally high for an $85/mo. TV and internet service. The supervisor simply would not budge from their policy of charging the $29.99 FIOS Video Restoral Service Fee. The ability for Verizon to charge this exorbitant and UNNECESSARY FEE in order to make profits is OUTRAGEOUS and possibly illegal. I will be cancelling my FIOS service once the contract ends.

I am asking the FTC to please seriously consider requiring cell phone companies to require the fees, surcharges, and taxes on all cell phone plan quotes so that customers know what they will be paying rather than not knowing. Not knowing means we have no way to really price the plans. This should be an FTC requirement. Transparency in pricing should be an FTC concern with cell phone companies. Verizon could do it (and a few of their reps do) but they choose not to because it makes their plans seem to be lower than they actually are. Transparency please. FTC please get involved!!

The install went pretty good, except for the fact my router wouldn't acquire the ip address, and we hooked the computer directly to the PC and said I would reconfigure everything that evening. As stated before, finally got it going after they enabled the OLT. OK so the next day Saturday, my daughter was watching TV while I was at work and called me and said there was something wrong with the MTV channels. I told her I would look at it when I came home. When I got home sure enough MTV wasn't working. Then I said let me check the channel lineup card and to my surprise MTV, the most basic and oldest known channel that I know about wasn't in the basic tier. I told her no worries I would order the package that the salesman was trying to pitch on Monday.

So Monday I called and told them that I didn't need the router. She said she would send me a return shipping label and package. Then I asked her to add the channels and she said ok, updated me on the system and I told her merry XMAS and thank you. 5 minutes later she called me back and said that she had to remove the package, upgrade to a 50 up and a 50 down data package or cancel the $400 gift card along with the premium tv package that was bundled with the service. I told her that was ridiculous. At this point I am seriously considering telling them to take it out. I even called the Optimum online and told them to wait before they totally disconnected the service so I can think about it. They even offered me a similar promotion with the premium channels. I don't know what to do, but they definitely have some shady business practices.

Now I want my service canceled and again I'm getting the run around that I can't cancel my service. They keep saying I have to wait. They say they'll call me back, but I've learned from past experience that's a lie. They said if they don't call back that I should call back. WHY???? Just cancel the service! I'm not going to pay for a service when I'm hooked up to different cable company.

Although she said she couldn't assist me, however Teresa informed me that I would have to wait forty days before the arrival of the visa prepaid card, which seems unfair due to when I ordered new service the promotion was advertised as well as signing a two year agreement, I was given an email address & number to contact the promotion department back if I didn't receive an email. Which I did do today 12/09/14 for a follow up again to the promotion department only to be informed again that there was never a completion of process for me to receive the card & that I would need to contact customer services which I did to make changes to my account to receive a now $250.00 visa card within another 90 days but only if my bill isn't late! This company has misleading & unsatisfying. I would terminate my services if I weren't on a two year agreement that I felt I was conned in to.

We get to our new house get plugging things in and nothing works. I had to call Verizon "customer service" numerous times. Countless hours of being on hold. Spoke to someone in Arizona (we are in New York) saying that he had to call the east coast office during that office's normal business hours. He told me that he would call me at 10 a.m. to connect me to the east coast office the following day. Needless to say, he did not call. I waited until 1 p.m. to account for the time difference in case the rep forgot to. Called the 1-800 number again, waited an hour on hold, played monkey say monkey do again for another hour (this is when they tell you to unplug or turn off something and you do it), then he said he had to open up another ticket on top of 3 other tickets that they have to "scrub" - whatever that means. The rep didn't explain it. I had to wait five days for a technician to come. I said "fine I'll wait like I have a choice."

The technician came - connects a f connector to a cable inside the house reconnects a loose cable outside the house. I ask him if he could reroute some cables because we had just moved in. He says no that the ticket was for fixing the Internet problem only and to call Verizon one more time and say that I need a full install. I say okay because I'm just so happy that the Internet is working and plan on just running the cable lines myself. The Internet works for 10 days and stops working again. This time I put my phone number in to have Verizon call me back. They don't call me back on my Verizon cellphone which I will be changing the day my contract is up. Another call to Verizon, another hour on hold, another hour of monkey say monkey do, and the customer service rep says she will have to open up another ticket and that I will have to wait another five days.

This time she says it is my white service box not connecting to my router. I say "If you are going to open up another ticket can you make it a full install ticket instead" and she tells me "No", and that she is not authorized to do so. At this point I want to scream and rip their white service boxes right off my wall in my house but I get a hold of myself because I know they will charge me for those white service boxes and tell her like I told every customer service rep when I speak to them that we just moved here, my wife and I have been loyal Verizon customers for years now and all we want is to receive services that we are paying for. She says she understands but that there is nothing she can do and asks me if I want to still open up the ticket. I tell her I want to speak to a manager or supervisor as Verizon wants to call them who has the authority to open up a full install ticket and she transfers me to the same 1-800 customer service number that apparently services the whole United States of America. If I had to sum up Verizon customer service and its business practices in one word it would be Ridiculous.

I'm so frustrated I actually cried. I have supervisor after supervisor tell me they would clear it up and document with an email which I have never received. I was promised 12 months of free HBO & Cinemax for my troubles, which I never received. They disconnected my services for, get this, $35.50 while we are trying to solve this bill issue!!! Finally got them to reconnect, but I might or might not have a reconnect charge. They told me services would be on in an hour. Called every few hours and finally after 18 1/2 hours, was restored but with no end in sight as to whether I have services from this day forward and have a whopping $300.00++++ bill for 2 months that I could only use for one month due to lack of equipment. Has anyone tried to sue? Save yourself the problems and avoid Verizon. It's too bad they aren't help responsible for any of these wrongdoings!

Long story short, and nearly $5K in landscaping repair later, I refuse to become a Fios customer, yet Verizon continues to hound me to convert (so they can cut my copper line). I own a company and we have put Verizon on our vendor black list. I will never do business with Verizon and neither will anyone else in my company, if at all possible. I urge everyone else to do the same.

But after 4 weeks I still have not get a Netflix activation code from Verizon, so I go to Verizon.com and chat with a couple people names Marquis and Mohammed, they both couldn't solve my issue. So I called them yesterday Dec 1st, 2014, spent 1 hour and 24 minutes on the phone and getting no help. First I speak to customer service, a lady told me it's tech dept issue so she transferred me to Tech Support, the guy name Shawn (Sean) was very nice to help me but he found out "Free Netflix for a Year" is not available for me, he said it's either for New Fios customer or all customers in NY, NJ, PA etc, so he recommend and transferred me to Billing Dept, a guy in Billing Dept told me this offer only for New customer and tried to sell me new deals. I was angry because he not tried to solve my issue just wanna upsell. I said “It's not fulfill my contract so I can cancel this contract right?” Then he changed his tone and said if I want to cancel my service and he would like to do that for me, but I have to pay early termination fee! What?!

I requested to speak with a supervisor. The Supervisor's name is Cathy, she was nice and listened, and she agreed this is misleading a customer and tried to give me this "free Netflix" offer, but there's no luck because the system wouldn't let she do it, she apologized and said there is nothing she can do... My complaint is: "free Netflix for one year" offer is a part of my deal, it's part of my contract, it's verbal or oral contract but it's legal. If this is a mistake, it's Verizon's mistake, not mine, then the contract shouldn't be active, I should cancel this deal with no penalties. This is a Lie, it's not acceptable!!!

Within a week I was sent a bill for the activation charge ($80), which I was told when I cancelled that very same day I would not have to pay. I spoke with a Verizon representative who told me that the charges would be removed. Two weeks later I received an email from Verizon asking for the $80. I called again and another Verizon representative stated that the charges would be removed and that confirmation would come via mail (I asked for email but she stated that billing does not do that). Within 10 days of speaking with the Verizon representative and writing this, I have received two late notice bills. I called and was on hold for 25 minutes. In the meantime I used another phone to call the same number and was told that the offices were closed and to call during regular business hours. I am beyond tired of speaking with incompetent representatives who give you the run around and try and offer you other deals instead of performing the task you asked of them. Don't waste your time or money.

Still waiting for that call. I call again today, and spoke with a Charles who told me that he would call me back, still no call. I did call back and just got more lip service from customer service, I was told that this is a very bad time with many employees taken vacation at this time for the Holidays. Well if this is how your company is ran, no wonder you are losing customers. I know that at my company, we are always staffed accordingly. This is so unacceptable. My bill is paid on time every month, you do not have to wait for payment, but I have to wait for service. There is so much more to this story, but my blood is boiling. Verizon Fios SUCKS!!!!!

Luckily I made a copy of that screen because when I went back in, that status had changed to no term agreement, very strange. Google Verizon gift cards and you will find that I'm not the only one who didn't get the card as promised. If you're thinking about getting Fios and are hoping for the gift card, don't hold your breath waiting for it. It's false advertising and if I don't get it after I send in the requested paperwork I will be filing a complaint with the Better Business Bureau and canceling. After all they said I don't have a term agreement so it won't cost me a early termination fee. Lousy customer service.

The quantum box is faulty. When you rent a movie you can't put it on pause because when you go back to resume, it starts the movie from the beginning. It's an issue they assured would be fixed as it's a major issue with the new boxes, but they lie and mislead their customers. That is their policy. A supervisor told me that "they don't intentionally lie to the customers, it's not done out of malice, they're just misinformed." So apparently all the hours I spent on hold with many different tech support persons telling me that the issues I had with them would be resolved or they would credit my account were from misinformed employees unintentionally giving me false information? And even when I called to close my account, they had "issues that required a supervisor's assistance."

They rob the customers with ridiculous hidden fees and sell movies that you will never own. And there needs to be a class action lawsuit against this company for theft by deception. Lying to and misleading customers may be an expected policy with that company, but it is fraudulent and illegal and they need to be held accountable. I am very disappointed with the way this company is run. Poor ethics and unsatisfactory assistance from their customer service.

After this tech leaves I get an email with a new order agreement that was $37 more a month than we had signed on for. Keep in mind he was fixing a problem - not installing anything new. Called billing to straighten out and was on the phone for 65 MINUTES. I am not kidding. Thought all was taken care of. As soon as I hung up the phone got ANOTHER email order confirmation, this time for THIRTY MORE DOLLARS per month. As soon as my blood pressure settles I will be calling back for them to COME UNINSTALL. Please do not waste your time with them.

After calling several times on this issue I have been lied to and told there is no problem. The 3rd line supposedly used 11 gig in 10 days this month while the other 2 lines only used 1/2 a gig each in 15 days. This is a scam that Verizon has trained their employees to tiptoe around. All 3 phones are set the same. I want answers and all I get is the runaround. I feel I should be treated better than this since I have been with Verizon since the early 1980s. They suck I and hope there is a class action lawsuit on this matter. It's a sweet deal Verizon is using to steal their once loyal customers' money.

I found out that if you record 2 shows at the same time you'll not be able to watch a third without issues. Pop ups that constantly tell you to quit recording one to watch another. We constantly get pop up ads every time we turn the TV on for adding on more services. When you view live TV the signal breaks and for an instant your picture skips and loses sound which transfers to what you have recorded as well. You are lucky if you get the whole show that you selected for recording. Almost every single time it cuts the last minute or so off of your show. You will not be able to pause, rewind or fast forward except on the DVR box, even though the regular box shows it has the capability on the remote. Pop ups in the middle of your recording saying, "you are not subscribed to this channel".

I recorded a football game to watch when I came home and had nothing but wavy lines through it. It was in the fourth quarter when I came home and on the "live" TV channel it was fine (you want to talk about angry?). I called technical support that suggested I had too much recorded on my DVR. I suggested that I received used faulty equipment. Apparently, that is an opinion they will not even consider. That I was to delete some of my shows and reboot the individual boxes and then if it still continues to call him back to try something else. Well it didn't work and the last tech I talked to said, "oh you didn't need to do that". He suggested I unplug the main box and plug it back in. He also explained that when I do that, also unplug the battery and it will stop the annoying beeping I've been hearing for the last 2 months.

When I cancelled my premium channels at the end of my introductory offer they cancelled my NFL network channel. When I asked about it they said my "preferred" package didn't include it and would have to purchase their "extreme sports package" for $20 more per month. And yet during their introductory offer I didn't have the other sports channels while getting the NFL network. I received a coupon in the mail for the free notebook I was promised for becoming a customer "IF" I SIGN UP FOR THEIR WIRELESS SERVICE for another 2 year agreement! When I called and complained that I was told differently, they didn't care, simply telling me that’s the way it is. When I inquired about the $300 Visa card she said that offer was no longer available and at the time would have to choose between the Visa card or the tablet and no way would they offer both. I said "Ok, that figures".

I am disgusted with myself for getting bamboozled. I started this on July 17th, 2014 and tried to get out of this after I started and the girl said “Oh I'm sorry you'll have to pay a penalty for cancelling” before my 2 years is up!!! Tonight I talked to a retention agent that said “Let me take care of you.” I was on the phone for over an hour and all he could do is refund my installation fee. I told him I just want what I thought I signed up for. Now it turns out that instead of paying the $112.00 that I was told earlier, I'm on the hook for $134.90 a month and after the first year goes up an extra $80 a month plus taxes (I'm sure there will be more fees as well). Yeah I got taken care of, I got taken to the cleaners (as my Grandpa used to say).

Solutions: I just found out that I can opt out of those annoying ads and they my set top box updated to new software that suggest new TV shows based on what's on your DVR! I also just go a DVR upgrade (for an additional $10 a month), I can record like 10 shows (I think, cause that sounds too good to be true. I haven't hooked up the new DVR yet) and it had way more space. The set top box recommends new shows based on what's on your DVR. I previously complained and ranted about how much I hated Verizon. It's sounds like they listened to everyone of my complaints. I would have given them 5 stars but I haven't tried everything out.

I followed that suggestion. However, when I returned from Europe and called to activate my account at the new location I was told I have to commit to a new contract! I now face total confusion... My new account features a different Phone number, I can't get channels that I used to get, my TV picture is tiling... all I get is conflicting advice and complicated unplug and re-plug instructions... AND my phone does not work!! My family is trying to call me from Germany and they are getting a message that "this number is out of service". This phone number is my life-line to my family in Europe! This is a nightmare!! I spent hours on the phone! I am a 70 year old senior, and I am desperate and confused. Verizon "phone service" is giving me assurances, that all is OK but other than the $198.00 bill, I get NO help at all!!!

Second bill comes in. They are trying to charge me $88.62/month and added in installation fees for 3 months - when I "paid for it in the first bill"- also the bill reads as I am in a 2-year contract which I was verbally told I would NOT be in! This Fios box was noted that it was already in my apartment. What was the installation? The little wifi router that came in a box?! A monkey can plug a cord in.

Lies, lies, lies. I was on hold for 25 minutes waiting to resolve this issue and being transferred to different reps. I will update with the outcome and a link to a better service provider as I am going to do some digging. Do your research on customer service, quotes, and bait and switches with Verizon. I am learning the hard way.

My question to Verizon is this: Is this the best you guys can do? Do you really need to be deceitful and misleading to your customers in order to maintain your business relationship with them? If your intent was to increase the number of wireless accounts, why not just be honest from the get-go and tell your customer that this really isn't a "free" offer, but that you want an additional 2 year account commitment from them? I kept my part of the bargain by signing up for an increased internet speed, but Verizon apparently found it more expedient to mislead me by their use of the word "free." I have no intention of availing myself of this Pad and plan to share this experience with as many fellow senior citizens as possible. Maybe I can steer someone else away from the same trap I fell into. Shame on you, Verizon.

Frustrated because I know I was oversold a router and the wrong receivers, I wanted to set up a third room with a TV. So I called back up and was working with a rep to correct the problems. We were about 75% of the way through the process and we disconnected. No phone call back. I started a web chat with a representative. Same thing. We got 75% through the problem! And he just left. No explanation, just disappeared. No call back. I called back and asked to talk with a manager. I talked to John, said he sees the problem. Said he would get back to me once he could figure it out and get me the right equipment. Got a call from John a few days later and he left me a message and said he would be shipping me the right.

A couple more days went by and Verizon called again. This time I picked up. They asked why I had not picked up my equipment. I asked what equipment and where was I suppose to pick it up. They replied and I quote "I am not sure as we do not have any stores in Texas." Seriously? I told the Rep that I would call John back and inquire to the status of the order. I did that. It's been a few days since I left that message and have not heard back from John.

My daughter is asking why or when will she be able to have a TV in her room and I simply don't have an answer. As you can see, this is so far beyond ridiculous. Called and talked to a Customer service rep to discuss bill. He spent 30 min with me to get it corrected and confirmed he shipped me my equipment. Since I sent this email, I have encounter yet another problem. My wife's email is not working. After approximately 30 minutes of troubleshooting this problem I was advised via an attempted chat session that 'due to maintenance your tolls are Down.' Chat ID number is **. I will now attempt to place a phone call and know that I will to allow 60 minutes to resolve this issue. This is simply beyond unacceptable. It's been 2 months no equipment.

Today as I'm writing this email I'm currently on a hold cause i asked a girl to let me talk to a supervisor and told her “Please give me your name for my records”. Every time I call Verizon i should be getting a call back to see what kind of an experience i had or about my comments and reviews since I've been calling all this time or may be an email to see what kind of an experience i had but i never do and problem is still there. I'd like to tell someone that please look into my account if possible and try to get back to me if possible. Thank you. And my reviews are that Verizon should improve their customer service and provide better support and phone or internet services. They already have lots of clients and customers. They just need to work on keeping them happy and provide with what they're charging them for.

My cart order did not disclose this. In fact on the other hand it capitalized "free/waived installation fee" and there was no instrument involve for me to pay except for a router. In addition, the rep further said, it is only the next tenant that can receive the $44.99 as a black box is already installed. I feel this is a scam and I'm not happy for this shotgun tactic. I'm currently on my 1st week for this verizon service and is very much frustrated with their sales rationale. I'm still looking forward for the advertised $44.99 deal as a resolution.

When I called the next day, I was informed about the charge for the defective boxes, additional charge for DVR $8/month for service and $2 for taxes. Plus $19.99 shipping and handling for the DVR. I did ask 3 times. This is definitely deceptive practices. I asked for a manager....there is no manager. They had no explanation for the problem, do not care and absolutely no interest in anything but getting me off the phone. I could not be more unhappy.

I could not get online to pay the bill because I did not have an account number. Why? Because I didn't get a bill in the mail and they don't send the account number in the email. So, I called to get the account number since I needed it to pay the bill. The rep who gave me the number told me that it would be no problem to pay online. I hung up and tried to get to bill pay online again. Surprise, I was locked out. To get on I would have to answer questions regarding my bill. Remember the bill I didn't have. So, I called customer service again.

After talking with a rep again she wanted me to tell her the answer to my security question. I asked what the question was. I guess I was suppose to know the question and the answer both. I was told I needed to be transferred to a tech again because I didn't know the answer to the security question. Without knowing the question how was I suppose to know the answer? But, the rep could not tell me the question. REALLY? Does that make sense? After spending from 6:00 PM to 10:00 PM on the phone I decided not wait on the phone any longer. I told her "Forget it I will wait till disconnect the service". I HATE Verizon and would not recommend them to anyone. Get service from anyone but Verizon if you care at all about your spare time.

Truly they did nothing to my complain and when I call customer service the same happen which I conclude that this is not the first case and they are used to face these problems and they are not ready to compensate you or do anything for you. I don't want anything from them except everybody should know that they are not trustworthy company and don't say the truth. They should say to their customer when they are selling their service, "I have an offer for you" not a gift. There is a big difference between 2 sentences. When you give somebody a gift you don't force him to pay you back the price of the gift. Am sorry to deal with such a bad company as Verizon Fios. How come a big company like them don't care about her image between other company.. planning to cancel our service with Verizon.

I call Verizon customer service and asked for the address. They transfer me to one representative to another then after repeating myself three times to different representative and just inform them that all I needed was the address to send the equipment the last person just hang off the phone :( I was sad then upset then I call again and the last person I talk to couldn't do anything, did not know where I was suppose to send the equipment. I left the store the only day I had off in the afternoon and poor customer service was ruining my afternoon. After almost three hours I was able to take care of it - find the UPS store and return the equipment. Now I know it's not just any UPS, it has to be at an specific location. I call the Verizon customer service to ask to speak to a supervisor about the issue and I hope that they provide customer with the proper information. Cancellation # will be provide in the order box cancellation day October 1, 2014.

The second representative opened another investigation containing both payments but said that since Verizon can see the payments were made I would be able to get my money deposited back into my bank account. I informed them I had proof of payment from my bank, I was then informed it was not necessary since they could see the payments. When I didn't hear anything or see my money I called again and was told I wouldn't hear back from them for 7-10 business days, and that there was no one I could talk to in order to get my money back sooner.

There was no hesitation on Verizon's side to take the money, even though Verizon allowed me to log into an account that should have been disabled/deleted when I closed my account in 2012 (that is a BAD information security issue because someone could have stolen my information), make 2 different payments (one for Oct 1 and one for Oct 15) but it also took the money and applied it to an account that was no longer active. I just want my money back in my bank account. $245 is no small amount of money, and creates a hardship on me that I should not have to deal with.

I was given a fax number to send in proof of payment that they already have, to get my money back but It doesn't work. Nobody I've spoken to can give me the proper number. When I informed another representative about it I was given another number that did not work and was sent to secure chat where I was told it would take another 7-10 business days to get my refund. As of now still waiting to hear if my "case" was resolved and when/if I'll get my money back. When I called to check my status I was informed that their financial services department is closed on weekends. I keep explaining that it was an old account and giving all the information that I can, all I have left is the last 4 of the old account because now surprise surprise I can no longer get this information. When this contract is over I don't believe I will use them anymore.

Since Michael's install of equipment, Problems have been non-stop. Phone stopped ringing, Television DVR recording issues, freezing, and restart of recordings. Internet even @ 75/75 is slow as all get out. We pay a high amount for this {275.00} and no answers other than maybe the original install is faulty. Know this, anytime you call with any issue, you'll end up paying to FIX their mistakes. I had to get a new router {one we had was over 4 years old}. They charged us 99.00 for 3 months, but we had to have a 2 year contract included. These are not Fair practices, nor should they be legal.

We have 3 boxes, and when we had to get new ones they told us to throw away, I felt uncomfortable with doing that {good thing too}, I kept them all, with remotes. A notice came {about 6 weeks later} asking us for over 1,500 dollars for those same boxes. I called and told them we have them, how do we get them back to you. Response was a shocked "You Do“. These are legal Crooks ~ Do yourselves a favor stay clear of this Company, no matter what they offer in way of perks ~ You'll end up Paying ~ Beware.

Asked for a supervisor, on hold for another 20 minutes, get the supervisor and he cant help and that shipment of the old box to home would take 14 days. REALLY, when I ordered the Quantum it was on my doorstep in 2 days, but the supervisor tell me, "NO, 14 days." Decide I will pick up what I need at the Verizon Store, but need to get an order number first..... On Hold Another 20 Minutes to get an Order number..... Unbelievable..... So they recommend that you call the store and assure that they have what you need in stock before going there. So I call, and get a message machine. Leave my number and name and NEVER GET A CALL BACK!!!!!!! When my contract is up, I'm going back to Optimum......

After my current change of living circumstances having a roommate and being on orders flying in and out of the country, I decided to cancel my service and have my roommate request a new service under her name for two reasons: 1) I wasn't there to take advantage of the service 90 percent of the time, 2) Simply, she wanted the service and I was going to cancel it. Well DAMN, what a crap storm that evolved from that.

They disconnected my service but are continuing to charge me for it for two weeks, while charging my roommate for her service that isn't connected. THAT'S RIGHT - both paying for devices and services at the same address. They didn't send the new equipment as promised and within the agreement of the contract, and wait for it...... YES!! They cut off the service. So we are paying for two services and devices at the same address and have NO DAMN SERVICE.

The funny thing is that no one can fix it (on the phone service representatives). So now after after three days on the phone for a total of 7 hrs, they can't get a service tech out to my house in an reasonable amount of time to fix (re-connect) the problem (THREE DAYS, GETTING PAID FOR TWO SERVICES AND CAN'T GET EITHER ONE OF THEM CONNECTED) JESUS.... Meanwhile my roommate is currently working on her masters, papers are due on Fridays (there are other circumstances involved so I don't need to hear suggestions), time and attention drawn away to deal with ignorance.. Oh and it is up to us to contact billing and straighten this out, FREAKING REALLY?!?!?! How about they call billing and explain the situation and how they dorked it all up. NO, come on... that would require customer service.

I did receive an e-mail from him, but it did not contain the attached information the e-mail stated it would contain. I followed up twice via e-mail with the representative and did not receive a response from him either time (I do have his name). Disappointing. I made a call on Monday, 10/13, and spoke to a representative (whose name I will withhold). The discussion went very well. In fact, the representative exceeded my expectations. I was very clear to the rep about the various costs and discounts that were included in my current bill.

For the past two years, I have been paying a bundled price of $94.99 for the Triple Play Package. Recently, in an effort to keep me as a customer, I started receiving a $30 Valued Customer discount on my bill. The rep did an admirable job in exploring all the different pricing options. I think there are so many promotional and discount packages available that they end up confusing even the Verizon representatives. After a long discussion and being on hold for a considerable time, the rep came back and stated that with an "over-ride code" from a supervisor she could offer me the following: a two-year contract with the Triple Play Bundle Package at $79.99, including 50/50 internet speed and free HBO for 12 months. She asked if that would be acceptable and I said yes. There was absolutely no confusion as to what she was offering and what I was agreeing to. I was very pleased with the outcome of our conversation.

Due to a pressing appointment I had to get to, I was unable to open the confirmation e-mail immediately. You can imagine my surprise and anger when I opened up the confirmation e-mail last night and saw the monthly Triple Play Bundle Package at the rate of $109.99! I made a phone call this morning and spoke to a rep, who informed me the amount on my confirmation e-mail was correct and she did not know how the rep I spoke to on Monday arrived at the $79.99 package rate. I asked if she could contact the rep I spoke to on Monday and she effectively stated it didn't matter what the rep told me on Monday. The bundled price on the confirmation e-mail was the renewal price for my new contract.

After going back and forth for a bit, I asked to speak to a supervisor. The supervisor (name withheld) was very nice and apologetic for my situation. I once again explained how I went over my current bill with the rep I spoke to on Monday and how she offered the rate of $79.99 for my new two-year contract extension. I explained I really did not want to leave Verizon, but that I just wanted her to honor the contract price that was quoted to me two days earlier. She continued to apologize, but stated she could not offer the $79.99 contract price. I asked how the rep I spoke to on Monday could have come up with that bundled price. She assumed the rep factored in the $30 Valued Customer promotion that went away with the contract renewal (thus the reference earlier to discounts and promotions confusing even the Verizon reps). The best the supervisor said she could offer was a $20 promotional discount for 12 months, with a possibility of extending for another 12 months.

I let her know based on my experience over the past couple of days, I could not count on the discount extension and again asked for her to honor the $79.99 monthly rate offered on Monday. I also asked if she would commit to a 24 month $20 promotional discount. She stated she could not commit to either request. I expressed my frustration over the experience and begrudgingly accepted the $89.99 monthly package rate. I let her know I felt that I had been baited and switched and that I would be posting my experience on social media websites. I can't tell you how disappointed I am at the experience and how my respect for Verizon has fallen significantly.

When calling back, I got Bailey who apologized repeatedly, explaining she was getting complaints all day regarding false billing and consumers paying for packages they do not have. She agreed to set my account up with the appropriate package, which is conducive to my billing, but offered no credit! Advised I had to call billing.

Called billing, got Ms. ** who explained they are a company selling a product and they are trained to lie to consumers to get them to get spend money with their company. She had the nerve to ask me how did I expect them to stay in business? She asked the wrong one, I told her this is why other countries are taking over, because American companies have PISS POOR CUSTOMER SERVICE AND COMPANIES LIKE VERIZON!!!

After telling her about herself and her company I advised I was requesting a federal investigation into their company. Then she wanted to try to fix the company's mistakes. NOPE, TOO LATE MOVING FORWARD WITH MY COMPLAINT AND INCLUDING EVERY COMPLAINT ON THE CONSUMER AFFAIRS SITE!!! VERIZON IS THE ABSOLUTE WORSE COMPANY IN THE WORLD!!!

I went to pick up my tablet and was told that I had to get a 2 year contract that cost $35 dollars a month with a $35 activation fee. I needed the tablet so I took it with the understanding that I had 14 days to decide if I wanted the device. I felt like something wasn't right because even though they allowed me to walk out the door with the tablet without paying the activation fee (which was billed). I also noticed that the speed was not good at all and because I work from home, it would be faster to use my Wii Fi. If I ever needed to use the tablet outside of the house, there is always a Starbucks or Barnes & Nobles which I frequently visit.

I felt like something was wrong and decided to calculate how much the 24 month contract would come up to. It was over $850 and I realized that I could buy three tablets for that amount. Verizon Wireless in my mind was nothing more than a rent a center who charged 3X the amount of their products which only benefits the company and not the consumer. The next day I promptly took the device back and was told that I would have to pay $70 to restock the device. I didn't have the money and the sales rep became rude including to threaten me that they would continue to charge me for the services even though I tried to give it back. I walked out in anger realizing that I had been scammed and I no longer have any trust for Verizon as a company.

I called the 1800 number for Verizon and was told that there was nothing I could do and I had to go back and pick up the device from the store. I called the manager and told him that I would bring the restock fee of $70 instead of dealing with the idea of cancelling the service and being charged $380 for a tablet that only cost $250 in stores. Consumers, please beware. Nothing in this world is free. There is always some hidden agenda and it is money. That is the bottom line.

So I called Verizon, placed my order for DSL, the workers came put in a Box at the corner of my property, left and that was the last I heard of anything. Next time I saw the workers out here I ask them, why are we not getting high speed internet out here? So he explained to me, there was a gentleman on the west side of White Water that has a dedicated T1 line to his personal house and since he is using all of the bandwidth they could not provide us any High speed internet until he gives up that line.

There are over 400 homes out here in the area that are limited to Dish Net and their Monopoly on the Satellite internet service. We are not a rich community nor can we afford the $120 a month they charge for 30 Gb limited Satellite internet service. Most of us out here can't afford this but at the same time we can't afford to be without our internet. You can sit back and get on the net, watch your videos, download your file and programs, here we would like to at least search for something on the internet without it taking all day to accomplish!

Wouldn't it be in your best interest to bring more bandwidth out and give everyone here an affordable, fast and reliable internet out here or does what the President of the United State said, when he promised everyone in the US would have affordable internet before he was out of office? I don't care about your budgets, your profit margins and so on, you make enough money on all of your other overpriced services. Help us, get up of your fat wallets and do something right for once. Get us some fricking internet out here NOW!

On this call, I received different information from everyone - from sales to tech and back to sales. First it was a huge discussion about how much 2 boxes would call me and the benefits of upgrading to Quantum. This resulted in 3-4 different conflicting quotes, ultimately denoting that no, upgrading was NOT more economical (waste of my time). The second person (technician) was the least involved and had nothing of value to offer a seemingly very simple situation, thus directing me back to sales. The final associate was snippy and tried to blame me for Verizon's inability to understand what services were needed and resolve my request efficiently. They also spoke of an array of charges ranging from $60-$100 that I would need to pay to have this adjustment made. Mind you, I have had their Fios (over 10 years wireless) service for over a year and just recently moved. Upon moving, I discussed the fact that I would be going from 2 TVs to 1 temporarily; I was assured this was fine and that when I was ready to set up the 2nd unit I only needed to call. No mention of additional charges or fees was cited.

When the tech came to set up the first unit I asked whether I should set up the second or wait and was told to wait. As an extra fun fact, as my "reward" for being a loyal customer and retaining my contract when moving, Verizon charged me a $60 "activation fee" (never mentioned) for moving. So basically, you are penalized for moving BUT if you cancel your contract you will also face monetary penalty. I asked to speak to a supervisor and was put on hold. Then I was told all supervisors are busy, and one will call me back in 1-4 hours. It's 2 days later and no call.

IN the end, I have to drive to a Fios store to pick up w/ box (or pay shipping fees), Google and learn how to split an HD coaxial line and try to understand all of the components needed (splitters come in different ratings and not all can handle the Fios equipment) and buy them all myself. I find it appalling that a company who grosses countless money each year, to whom I pay close to $200/mo just for TV and wifi, cannot provide the slightest bit of professional, efficient service any customer deserves. I can't wait until my contact is done and I strongly recommend you shop for other services unless you are lucky enough to live with a technician yourself.

At the same time I also terminated my Verizon FIOS account with a penalty amount of about $150.00. On 9/25/14 DirecTV installed the satellite receiver and their box into my property without my permission. My mother was there but she did not understand what they were talking about. No one called me and I did not authorize this. I called at around 6pm to Verizon and asked them why DirecTV successfully installed their equipment when I did not authorize this and they denied that they process this request and asked me to call DirecTV instead. I also told them that I received emails from Verizon about a recent order and they denied that an order was ever made.

So I went ahead and called DirecTV where I got transferred several times and spoke with about 7 representatives where one person named Robert successfully cancelled the service but cannot reimburse the $21.55 installation fee because they said that this was a problem created by Verizon and not them. I need to get a reimbursement of $21.55 and no one wants to be accountable. I need your help to sort this out. I believe that based on my email, that Verizon was not able to cancel this order even when they denied it on their end. Thus, they have to take accountability of this problem. I did not authorize this and should get my money back.

I started playing with the connections at the box and into the wall and noticed the pixelation was prominent. I connected a new coaxial cable and now I have no problems at all. All of the channels are back and the SNR went from fair to good! Funny how Fios was quick to say I have a splitter problem on every call--must be part of the script. I had originally thought the ONT was to blame but I was wrong about that. Also funny how FIOS was quick to tell me I could be paying for the bill for the technician to come out and look things over.

Although I have had FIOS for about 8 years now, I am considering switching back to Comcast. FIOS seems disinterested in keeping loyal customers and making them happy--although I will say the CSR on the second call was extremely professional, unlike what I experienced during the first and third calls.

I called to have new boxes sent out. They dropped them off yesterday. I tried to activate them with the FiOS technician on the phone. At about the third or fourth try including making sure all the cables were secure (of course it had successfully downloaded the firmware… so they must have been secure unless Verizon thinks that their software comes magically out of thin air) activation failed. I then pulled the box (would love to have it run over by a train) and plugged the Quantum back in which is working but of course will need to be rebooted several times a week. Verizon and FiOS and Quantum SUCK… If you are on Comcast stay!!!!

August 2nd, I had my installer come and complete the installation; when I asked him for the LG, he said that I would get a certificate in the mail within 30 days. So I waited 30 days, then I called Verizon and advised them that I never received it. Their response was simple, "it's in the mail, give it 10 days to arrive." I call again on September 15th. After looking into it, the customer service representative said that it was emailed August 8th to my gmail address that they have on file. Would you know that it goes to spam. My gmail account only keeps spam mail for 30 days before it gets deleted permanently, so I couldn't find it. It's ok though because they were going to email it again and I was to allow 48 to 72 hours. They also provided me with the name of a company called Parago which handles their promotions. It was they who were going to email this voucher.

So I get the email and take it to the Verizon Wireless store to redeem my new LG 8 Tablet. The salesman at the store tells me that I need to take it to a Verizon Wireless corporate Location for redemption. So I drive further and take it to the proper location. The sales person tells me that I need to sign a 2 year deal. $30.00/month. Are they serious, I'm thinking. I just signed a 2 year arrangement with Verizon FIOS and promised an LG 8 Tablet. The Sales person was not even empathetic to my situation. He said that he has already had to explain the same thing to many other customers that had the same misunderstanding. I feel that like many who signed this deal, was mislead deliberately, and with fraudulent intent. Verizon FIOS has covered itself well as I really have no recourse except to post comment on this website and many like it. Buyer Beware.

In late August, I realized that I still had not received my coupon for the tablet and I contacted customer service. I was told that I could not pick the tablet up at the store, that I needed to have the coupon in order to obtain the free tablet. On September 3, 2014, I placed a call to the 800 customer service number regarding the coupon. I was told that the coupon was mailed out in August and an email was sent to me on August 1st. I informed the person that I did not receive a coupon in the mail and that there was no email on August 1st regarding a coupon. I also stated that I received countless emails from Verizon after August 1st regarding my account (billing, etc.), but nothing regarding the coupon or the tablet. I even asked the person to repeat back to me my email address to ensure that they had the correct information. I was then told that they would re-send the email, which would include the coupon for the tablet. I was told that I should receive it within 72 hours.

The customer service rep also gave me the 800 # for Paragon, the company Verizon contracts to provide the tablet. When I never received the coupon or the tablet, I contacted Paragon on Tuesday, September 9, 2014 and stated that I had not received a coupon in the mail or via email. The customer service person took down my information again and stated that another coupon would be mailed out to me and an email would be sent to me as well. On Monday, September 15, 2014, I placed a call to Paragon and asked to speak to a supervisor regarding this issue. I was transferred to someone named Frank, who stated he was a supervisor. At no point during our conversation did I hear anything remotely related to an apology. I heard him whispering to someone else and I heard laughter. He then stated in a defensive manner that Verizon has been inundated with phone calls and requests since the "promotion" began and that I should receive something by Friday, September 19th.

I feel that this is unacceptable customer service. First of all, I registered with Verizon in July. It is now September. It is obvious that I have a Verizon FIOS account, and just like Verizon is willing to accept payment for bills, they should also be able to verify my information (I can provide ID, as well as my account # for verification) and provide me with a tablet or an acceptable substitute. I certainly should not be getting the runaround or being laughed at. I signed a 2-year wireless contract thinking I would have this tablet.

I called again and spoke to someone who had a very heavy Indian accent who agreed that the bill says that everything was due by 9/18, but he did NOTHING for me and proceeded to talk over me the entire conversation. I called again and asked for the name of the CEO so that I could make a complaint, the representative allegedly did not have that information and informed me that the best way to get in touch with people there was to go online. I explained that they cut me off and I could not do so. Once again, no help. I went online to the better business bureau and FINALLY I got callbacks from the company. I did not call them back as I have nothing else to say. They are liars and rude. It's not a matter of the bill - I realize that I was overdue but what bothers me is it was cut off with no warning whatsoever and everything was not due until 9/18. I would stay away from them and my contract is up January 2015, I will go to another company.

The "free" television service has been anything but "free". Verizon has been billing me $44.99 per month for the service (very limited and every time I dispute the charges or complain more and more channels become de-authorized), $69.99 for a box fee (broken into 3 monthly payments), $48.99 for "Entertainment Pack" (4 months and never authorized by me), and $6.08 per month for applicable taxes, late charges, penalties, etc. for the service for which I have been continuously billed for and absolutely not "free" as it was represented to me. Thus far I have been billed $572.37 by Verizon for something that was supposed to be "free", which does not include all of the many hours I have had to spend on the telephone with many representatives who have added to the stress I have been caused by the entire situation.

The rep told me it was $114 per month, $11.99 for equipment charge and $25 in taxes. Then he said we also have the full tv package that was added on as a promotion. I asked the sales rep (I have his name) "who authorized this package?" After placing me on hold for a very long time, he came back and said he could not find any authorization and that he would credit me for the last 3 months, but only for the difference of the package of $25.79 for total of $77.39. He said that was all he could do and that financial services could do more so I held on the line as he forwarded my call back to that dept.

I spoke to another gentleman (I have his name) and he asked what he could do to keep me a satisfied customer. I said that first of all I would have never agreed to a package of $188 per month. We are not tv watchers, we are on a budget, I am working on my credential, my husband works out of state often and my husband purchased ONLY the basic cable to watch the news. I do not believe in paying for something that I did not order and I wanted credit back to Jan 2014 for something that I did not order. We are never there to watch any of the unnecessary stuff and when we want to watch a movie we use Netflix, Redbox and on rare occasions we rent from Verizon. I told him I wanted to cancel the program immediately as I just found out yesterday Sept. 4 that we even had the programs.

This person said that there was nothing he could and he could not cancel the product until we paid. Also, that customer service makes those decisions. I told him I was transferred from customer service and they told me it was Financial Services that made those decisions. I said, "so basically he lied to me?" the rep responded "yes he did." He transferred me back to customer service. A woman picked up the phone. I started to talk to her and she acted as though she could not hear me at all, stating that we have connections problems and I'll have to call back and hung up. Funny.... I could hear her clearly and none of the other 4 people I had already talked to had any problem hearing me. (Call time 4:09 - 81 minutes and 52 seconds).

So, I called back to Financial Services, told her that I was just hung up on and some woman chose not to take my call with the excuse that she could not hear me. (Lie #2?) I repeated my story again. This nice lady explained the that I need to go through customer service and apologized for my inconvenience and suggested that I talk to a supervisor and that she would get one on the phone. She also apologized that she had to transfer me there again. This time a nice honest woman answered, I shared my story again and she simply stated that she would try to help, but not even the supervisor would apply any credit to my account. Then suddenly a supervisor became available and she put me on hold (music in the background). Throughout my hold (on 4 occasions) someone came on the line (music would stop) and I would say "hello", then placed on hold again (music started). I finally hung up to call Financial Services again. (48 minutes and 20 seconds).

I held my cool throughout every conversation. I was kind, considerate and did not use any expletives. I called back Financial Services and went through my repeated conversation. This lady was nice and said if you pay the bill you can cancel. I asked her how much and she told me it could be done online for free. She lifted the suspension for 24 hours, apologized for what I had to go through and I told her that she was not the person to apologize to me, I expect an apology from customer service and I want them to return my call in 24 hours. She said she will forward the message. (24 minutes and 38 seconds). I told her that I would be canceling all services as soon as I return home (I am back East and have been for several months) and that includes my cell phone in the next month.

Meanwhile, here I am trying to pay my bill and now the system will not allow me to complete this process because it states that we have tried to enter too may times. I need to wait until the office opens. Bottom line is that no consumer should have to pay for something that they did not order. This company sent a promotion then started charging us with the hopes that we would not notice, (they were right) why would we notice when we don't watch tv like I had explained. I would not have taken the time to sit on the phone for nearly 4 hours if this were not true. I am willing to take them to small claims court and be a part of a class action suit, as I am sure that I am not the only consumer who have had this issue. This is wrong and a clear example of big business taking advantage of innocent consumers.

(So from $173.84 to $85.00 with 75/75 and a new Router from Verizon).

For two months the bill was correct. The third month the bill jumped to $200. I called and spoke to billing and retention only to find out that the small print had a discount falling off now and another one in a month, bringing my total bill to $225, higher than what I was paying before I re-signed. She wouldn't void the contract so now I am stuck paying much more than promised for the next two years. Beware customers. Verizon will lie to you to get you to sign and there is nothing you can do. They are fraudsters and liars.

On August 8th I received my first bill, around 201 dollars and then talked to the Verizon sales person (SP). On August 8 or 9th SP called the 1800 number and we both talked to a Verizon representative, who did not authorize waiving the Brazilian channel charge (19.99 dollars) and other charges as equipment renting fees. The SP told me to pay the 201 dollar fee and wait for reimbursement on the next bill. On August 21, I received my second bill and I was informed it would be 129 dollars + tax. I was very disappointed again, since I expected something lower than 110 + tax, since I had some reimbursements.

In summary, I would like to be charged 110 + tax since the very beginning, since I was waived of installation and activation fees. My second bill is still over the established value. The main reason of my complaint is not of financial order. I would give the money back for charity. I do want is respect for consumers and no tricky fees. Equipment rentals and all taxes should be clearly informed by sales persons. In summary, respect for consumers.

Once my day of the appointment came, my fiance sat and waited, and waited. The tech was an hour late. THEY made the appointment time. THEY made the window. NO communication was given from the tech to my fiance or myself explaining or informing us he would be late. My fiance asked WHY he was late and he was just told "I got held up at the last job".

I have been a customer with Verizon cellular for well over 10 years. I have been with FIOS for almost 4. I am EXTREMELY disappointed in the way they handle their complaints and how they treat their PAYING customers. I will NEVER EVER recommend them to ANYONE and I am in the process of obtaining a NEW company. I am livid over the fact that NO ONE in customer service at FIOS even seems to CARE. When asked to speak to a supervisor's BOSS, I was told he HAD NO WAY of connecting the call because he DID NOT KNOW HOW. THIS IS UNACCEPTABLE. GET YOUR ** TOGETHER, FIOS.

I explain the reason to the Verizon Phone Rep, Ms/Mrs. ** who proceeds to convince me that she can save me money and provide a similar service by switching and bundling my service to Verizon Fios only. We discussed my current Direct TV service and my family’s TV viewing habits, she assures me that she can offer a better plan. I explain that I have two kids, 3 and a 8yrs old, so they watch the Disney Channel, Disney Jr, Nick, Nick Jr, The Cartoon Network, and The Hub. Also my senior parents live with me, 83 and 84yrs old, they watch the local channels, news, including MSNBC, ESPN, and sports channels.

She offers me a package for approximately $165/month but I tell her that I want to discuss it with my family to be certain. Especially with my father, who lost his eyesight this past year but he uses the service the most, listening throughout the day. He’s been the primary subscriber for TV service since he’s been with us the past seven years. After 45 minutes of discussion Ms ** agrees to contact me the following day.

I discuss it with my wife and father who’s skeptical of package. Ms ** calls the next day and talks to my father and they agree upon the deal and price for approx $155/mo including taxes but she’ll call back when I’m home to confirm it and plan a installation date. A day later we confirm the agreement and decide on a installation date of June 12th 2014 to make sure the 2 year agreement with Direct TV has expired and there aren’t any penalties.

The installation proceeds as plan on June 12th by a very pleasant and professional tech named Joseph **. After a few days of getting to know the service my father complains that there’s no ESPN or sports channels that he normally listens too. He had recently listened to the entire NBA Play Offs with Direct TVs ESPN, TBA, USA, and ABC. My kids were missing several of the channels including Disney Jr and The Hub. We couldn't even watch/listen to the World Cup broadcast on ESPN, except in limited games on Spanish on Univision.

Realizing that these channels were missing I called Verizon around June 19th to express my concern and displeasure with the service. I explained the entire conversation and plan by Ms ** with the phone rep, she pulled my file and explained that my package called Select didn’t include any of those channels, so I reiterated that that’s not what I had asks for. She proceeded to inform me that to include those channels I would have to upgrade to the next package called Preferred and that would be an additional $10/mo. I reiterated that that’s not what I initially requested or agreed to but she insisted and stated that a $10 Sports package was included in my service, which I wasn’t aware of but it still didn’t include any ESPN channels! After about 30 minutes I refused to be bullied into an upgrade at that moment so I hung up to discuss it with my father and to decide a plan. My father was upset and conferred that’s not the plan that we agreed upon. So I knew that I had 30 days to cancel their service or either find another provider or get the service corrected without a penalty or commitment.

Over the next several weeks I researched and contact providers and services online, email, and via phone with Comcast, Cox, Direct TV, and Verizon Fios. In general this experience is too time consuming and not easy or simple nor pleasant. Between work (self employed), kids activities, parents care & needs, and home provisions I don’t want to spend 30-90 minutes with each individual explaining or discussing a TV service but that’s what occurs.

I put together a letter stating my family’s viewing habits and channels to hopefully short cut the process but it doesn’t work. No providers directly responded to my emails except for me to contact them directly. Everyone attempts to sell services that I don’t desire even after reading or discussing my letter which why the process takes so long!

Comcast 7/1/14 online don't provide service in my area. Cox 7/7/14/online with Jason, 90 minutes total, 30 minutes to get prices but not specific to my needs, another 60 minutes to get my needs price, wifi modem, 4 TV boxes, internet, phone, for approximately $105.48 a month, with no contract but I have to sign up now and confirm, then contact his office to re-confirm package & price; I give him my contact info several times during conversation so I can go back to work and he can email me with the final cost, and I’ll contact my father to confirm yet he insists for me to stay online, after 90 minutes I leave and ask him to contact me but he doesn’t.

Cox 7/10/14 on phone with Aaron ** 60 minutes total, discuss service, family habits, $165/month includes a bundle - phone, internet, taxes ($20), 4 boxes, recorder box, hbo, 3 months free premium channels; agree to contact him to confirm after discussion with father.

Verizon 7/12/14 on phone with a rep, then a manager after I express my dissatisfaction with the service and other provider offers about 70 minutes total; He doesn’t attempt to rectify original offer but tries to match Cox’s offer but with less options; after 60 minutes I’m tired and frustrated and ask to cancel the service without the penalty since it’s before the 30 day period. He attempts to convince me not to cancel but to dismay I stand my position and He determines that the service will be disconnected on July 15th.

Direct TV 7/12/14 on phone with Erin, 35 minutes, explain entire sequence from the beginning, how I was convinced to switch by their billing agent Verizon but how frustrating the service has been but about the offer from Cox. She listens and attempts to match the Cox offer but can’t since they don’t currently offer internet or phone and have to use other providers but they may in the near future with their merger with AT&T; she thanks me for our loyal 2 year service and hopes that we’ll reconsider Direct TV in the future and realizes that’s it just a business decision and not personal. She the most professional and genuinely kind tempered service rep that I’ve spoken with and I complement her, she actually listened to my frustration, desires, without trying to over sell or promise me some over-technical unnecessary service.

Cox 7/12-14/14 via phone and email I attempt to reach ** but no response or reply. Verizon 7/13/14 on phone with technician because 3 of the 4 remotes don’t seem to be working correctly, one come on after turning off, multiple times, the other 2 switch to different channels than the ones pressed; we proceed to test them to be sure and tells me there is a back order to replace. I only receive one replacement which the TV still has to be press multiple times to turn off!

Cox 7/14/14 on phone call service number and reach rep Ashanti ** and explain deal with Aaron ** but unavailable. She proceeds to help me for 45 minutes but essentially can’t give me the same deal but offers me her deal which isn’t as good and has additional conditions which were never discussed with Aaron. I refuse this offer which required a 2 year agreement in addition to a ridiculous 40% increase after the first year.

Verizon Fios 7/14/14 on phone service reps Frank, then Tonya, then manager Mrs. ** for 60 minutes; I have to explain the circumstance from the beginning with each person, they essentially can’t help me because there’s an issue that’s beyond their ability (I call this a Red Flag or Marker) attached to my account. Mrs. ** is the manager with the department that can rectify my account; I explain the circumstance from the beginning and I’ve found the service online that suits my families needs (no contract with a 2 year guarantee bundle for $128/month total (3 months free premium channels); she explains that I can’t receive that service due to the circumstances of the account (Red Flag) so I’d have to wait 3 months to be eligible for any specials because I’d put in a cancellation order but she can offer me another service (essentially similar to the June 19th offer) $137/month with 3 months free premium channels, which would start on June 12th and a 2 year contract. At this point tired of the whole process and ordeal so is my father, so I proceed but I’m upset because I think this seems retaliatory and the service has not been correct or very customer friendly from the beginning. No one even offered to apologize or rectify the original mistake.

The most recent issue is a $675 bill which my father or I can understand. On August 1st I call Verizon to attempt to resolve, I dread the process because I know that it will take 30-60 minutes at least to rectify. Again I have to explain the entire circumstance to the first rep then a manager, John ** who promises me he’s willing to help and to provide a resolution. He nor the prior rep could explain to me why the bill was $675. I explained that even if we had remained with the original service with their Phone and Internet combined with Direct TV it would be $466-284 for 2 months but it should be less because of the switch $292 ($155 + $137). Even if there was a few days carry over from June 7th (end of their billing cycle) through June 12th it shouldn’t be that much.

John couldn’t explain it but wanted me to call Direct TV to make sure that there wasn’t any additional fees but I assured him that I had spoken to them and they had sent me a letter stating that my balance was $0 and nothing was owed. Yet he insisted that for him to help me I would need to confirm that and get a cancellation #, which I said that they didn’t provide one except for my account #. He restated his position and said he would give me a few days to do this and would call be back on the 5th to finally get this resolved. Again another 70 minutes on the phone!

By the way John ** never called me back after promising me that he would resolve the bill. Now I still have to call Verizon and hopefully resolve this as well. My father suggests that I speak to someone in the finance department because they might understand.

Recently the box or remote in my parents’ room was out for two days stating that the cable was disconnected, which it wasn’t. So I attempted to reset it numerous times (by unplugging the power cord and/or the cable) at least 5 during that time but I couldn’t get it to reboot. After two days it came back on its own!

I don’t think that any consumer should have to tolerate this kind of service especially at these rates! My wife and I own a small business and we’ve never treated clients or potential clients with such poor service but will overcompensate them for any minor mistake! I will send or email this letter to any and all consumer business services, including local and state representatives. Someone needs to step in to help and protect consumers like me. I know that I’m not alone, recently the Post had an article that stated that over half of TV cable subscribers would prefer to get rid of their service if they had other options.

I decided to go to some local Verizon Cell phone co.'s and all I got was call 1 800 verizon, and I told them I needed a corporate phone number to advise them nothing was happening, and curtly they replied there are no DSL stores and they couldn't help me. I finally got one store to tell me they couldn't help but found a number of a local manager who did help me and was surprised at the problem I was having. She even had problems with communicating with her underlings but finally got the DSL box. She said since I was out of service for that length of time, she would take a months bill off. Well it came time for my automatic billing and it was still on for the month.

I called 1 800 verizon and got billing and told them about my problem and to see if there were any notes saying to drop a month’s payments, there weren't any, and he advised me that only billing can send a new DSL box. I said, a broken down DSL box I would think would be directed to the repair or tech services and not billing, and why did tech support keep telling me they were sending it if they should have sent me to billing? He said they always do send them to billing and never heard of that problem and just because I was inconvenienced did not warrant a month fee off the bill.

I then got with the rep. from Tampa and told her what had happened and she is investigating now. Waiting for her call, but the main problem is Verizon seems to have its employees just have the attitude ‘it is not my job,’ and ‘just call 1 800 verizon’. There are not any stores for support out there if this problem arises, and no site for a customer to vent their problem and live chat is only automated so no help there. There isn't really any type of customer support, I even asked to speak to a supervisor and they said that they were busy and they would call back in an hour, never happened. I guess if they don't follow up the problem will just miraculously go away. Do you have a site to get to Verizon DSL service without the 1800 Verizon number?

Days went by - I never received anything, so I called today again (8-11th) and I was transferred to 3 different people, the second guy was in the recovery department and said he would send an electronic letter to remove that error from my credit but it would take another 30 days, and no letter can be sent to me because its electronic, then since I had a bill pending I asked if they could compensate me somehow being that my credit was ruined for a year and more and after long holds (at this point am like almost 2 hours on the phone) (with a headache and not trying to argue ) so by the time the lady came back on the phone she offered to wave 147 dollars a month of service fee said OK thank you and hang up.

I was very upset and not happy at all but I decided later on I would call without a headache and explain once again and see if they can do the right thing but nothing was done and they told me to email instead and explain what's happening and see what they would do for me. Was never given an email, they said I would find it on the Verizon's page, never DID. I called back again...for the email and the lady this time said, maybe I can help you and I decided to give it a try and explained my case again but I found myself defending myself from her accusations rather: oh, she said you got credit and now decided you want more?? I told her by the time the lady who gave me a month's fee compensation finalized the offer, it was almost 2 hrs on the phone with argue - headache..explaining and waiting over and over again..so I took the offer, not happy, so this lady now put me on hold after the long explanation and all and literally I waited less than 3 minutes for her.

When she came back on the phone told me to go ahead and email, there's nothing they can do but still doesn't know the email so she said to write it then (by hand) and that's it so I was never helped. My credit was screwed by their error, took plenty of time trying to resolve the issue and only to get stresses even more. That's not right, I need them to contact me and help the situation.

I got the Triple Play bundle tv, phone and internet and signed up for a 2 year contract and was promised and got a 350 dollar spending Visa card after 3 months of prompt bill paying history. Customer service whether online or on the phone is friendly and professional. If you call during peak hours the automated system will tell you approx hold time so you have the choice to wait or call back if you need to speak to a tech which I did. My internet speed was way off so I called on a Saturday and the wait time was between 30 and 45 mins so I decided to call back on an off hour typ in the late evenings. Got right through to a friendly professional tech who asked me for my cell phone number to call me back because he needed to reboot my system and the phone would be out. He did both called me back then asked me to reset the router. I did and everything was fine again. FIOS is the best decision I've ever made for my internet and entertainment needs. I would highly recommend them.

I went to FiOS for the super high speed and was told I could run a web server. That turned out to be an additional 250 clams a month. I build simple web pages for clients and host them here for their inspection prior to uploading them to their Hosts. I 'maybe' use 0.5 GB a month this way. I don't understand why I have to pay more when I already have an UNLIMITED Internet account, especially when I am only earn about 100 clams a month off of the web server. I did try, and had a cool dude servicing my area, but everything he did for me would revert every couple months. I went back To Bright House because of this issue.

I have them double dipping my credit cards too and when it's pending a transaction I get.... if I refuse to allow the reversal, on to my account, I get penalties. A letter with a phone call with the name only Maria charging me the following months way too high per her letter & our phone conversation. Network Verizon actually, did charge me way over the $500.00 & the following month it was $713.23? But I still pay. I can't trust Verizon to do take out each month because they lack integrity in being true or honest. I just got this PC & I am still waiting for the refund to me for the lack of services on my gateway? That is as well as the other PCs under warranty.

Where is my money even on this one too? It's not even 6 months old yet no one could fix this nor my smart phone so I have been avoiding confronting Verizon or my bills goes up higher for complaining. OMG! So much more to tell you, but I did fix my PC tonight myself after they said they don't fix Google Chrome OS by Google, like my phone is too. They are not a bad company. It's some of the people that work for them causing problems. This is why I have stayed so long. Besides, I have the everything plan, but how do you explain bill over $300.00 plus a month when I do nothing to make my bill go up? It's a sad day because I feel like I know I can't trust them on auto pay as I can't get them to work on my PC I'm on now. I fixed this PC myself tonight not them. Please help us seniors safe & keep the bad companies from continuously ripping honest paying clients off & for complaining. Stop the punishment!

The problem is not only with the higher price but that sports and Spanish speaking channels are included, and there's a 'regional sport fee' added on. My bill came to $178 a month. I never watch sports or Spanish programs and don't want paid movies or ** anything. And yet, there they are, in these higher lineups in order to get TVLand, Lifetime, the two Hallmark channels, OWN, TLC, WE tv, LOGO, FoxNews, FoxBusiness, BYUtv, other religious channels and so forth.

Cable is expensive enough as it is, but to be forced to subscribe to sports channels and the regional sports fee is so unfair. I'm homebound and TV and the internet are very important to me, but so is my $ bottom line. Cable companies are 'forcing' these additional channels for their own $ bottom line, at the expense of their customers. Both Verizon and Bright House, in my area, have bad reputations online with consumers. There are dozens of links to complaint blogs, including their own websites. There isn't much of a choice as far as which company to subscribe to, one is as bad - and expensive - as the other.

With Verizon, I get a dozen-plus spam emails everyday! And three to four spam phone calls a day - I have the bundle that includes phone, cable and internet. Another problem with Verizon is that so many channels are 'pixelated'... In the middle of what I'm watching, the image and audio scrambles. This is most frequent on certain channels. The commercials too are intrusive, and geared towards certain consumers, many of the spam emails are from the same marketers.

I just want regular channels, not sports, not Spanish speaking, not children's channels, not music or 'buy online' sales channels. And yet, to get the channels I like to watch, I have to pay for it all. Currently I have no contract and the lowest lineup, there are no sports channels, so no sports fee - but most of my favorite channels are not included. Oddly, a few on the channels taken away from the higher/more expensive lineup I had are now on the lower lineup! Makes no sense.

Customer Service reps are relatively polite, but of no help. Emailing Verizon has resulted in them 'gifting' me with a free trial of HBO - they did this twice, without consulting me. I do not want HBO, have no interest in their types of programming at all. Which reminds me, there have been times in the early morning hours when I can't sleep and put TV on that I've come across an ** program next to the three channels I like to watch at those hours... Hallmark and TVland. I have no idea if those ** programs are on all the time during those hours. There has to be a way for cable companies to offer a full line of regular channels without all the expensive extra sports channels and fees.

Their customer service is utterly ineffective and horrendous. Some nice people on the phone however they do nothing but give me lip service (4 times) that someone would call within an hour to schedule a date. They lost my confirmation #, transferred me around the company. Currently I am 10 minutes into hold of my 6th phone call.

I WILL NEVER HAVE VERIZON ON ANY HOUSE I OWN EVER AGAIN. Terrible customer service. Bully tactics for both equipment installation (where is their proof of my permission?) and bully tactics regarding removal because it is expensive and they do not want it removed. I have had enough. This should be illegal. I know that it is TOTALLY unethical business practice. Avoid this company and suffer slightly slower internet if needs be - you will gain in the long run. This is not my first bad experience with Verizon customer service which is why I have not been a customer since 2008.

When we called again we spent over an hour on the phone and were finally informed that no technician is coming and that we would have to reschedule our appointment. They could provide no explanation as to why the technician couldn't come nor why they didn't bother following up with us at any point in the day. This is the worst service we have ever experienced. We have wasted 9 hours of our Saturday waiting at home and 2 hours of that were spent on the phone. Verizon should be ashamed of itself for being so disrespectful towards its customers.

Remember they already acknowledged in writing that I said cancel. But they maintained I could not cancel until I spoke to a live person who agreed to cancel my account. I still have a collector who calls me several times a day and the account bounces to a different collection company each time I write and say do not call any more, and then the new collector calls each day.

Then we were arguing, he gives me bad attitude because I keep asking him any other way to get my tv install. He doesn't listen when I talk anymore. He just want to leave my business location. We arguing and talking. We having cold silent war too. Then I ask if he can do phone jack. Then he say he don't have tools to drill into wall. Then I have to drill a hole for him. Then he say he don't have phone panel. I have to buy it from Home Depot. I forgive him because he say He help me for free that's why I have to take his bad attitude on me everything. He didn't do much. He just connect couple wires for me - that's it. Only two mins job only.

When he about to leave I try to test the phone. Then it's not working! He fix again for couple mins too. He so careless. Till this month I see my bill. Services fee was 540 dollars and plus my bundle package 250. My bill was 878. He even put my jack wires on the floor, not on the wall. Because he didn't have it. I am okay to pay 540 if he get the job done. I been charging for 340 dollars for his labor. His labor was arguing w/ me the whole time. He just connect two jack wires for five mins and it’s on the floor not even on the wall!!! It's only five mins! I am paying him 540 for arguing w/ me. I am not happy.

So I call in tell the agent what happens. She refuse to take off fees. She say as long phone is working properly - doesn't matter. Then I ask her if someone who else can help me more. She refuse let me speak to supervisor. Then I cry over the phone. I was so helpless. She don't listen to my side. She only listen to tech guy words. I cry over the phone. Then she transfer me to the supervisor. Then supervisor so mean to me too. I don't know what I did.

The supervisor said in loud tone he going to post a note on my account if any Verizon people come one step into my restaurant door I going to pay - it doesn't matter what. But he waived off the labor fee but I still charging for 200 for installation fees. I don't know what tech install because he did a ** job on installation, leaving the jack on the floor. I say your tech only did half job. Why do I pay for full price. Verizon don't care! I don't know what I did to them. Why I been treat so horrible - I tell agent over the phone. Asking about discount again because I been treated so bad. She say there is no such discount. Nothing she going to do for me. Is Verizon turning black market company?? I so scared I doing business w/ Verizon again after this experience.

When I called the NYS Public Service Commission, they were nice but told me I did not have a choice but to accept Fios. I told them that did have a choice, and that choice was to change providers. I then got a case number, and a non-abusive person from Verizon called me back fast. I am still waiting to be free from Verizon and will keep the NYS Public Service Commission on hand just in case. Thanks to everyone who posted.