Verizon Fios Reviews

My points made to the associate are as followed: 1) I did not know what the fee is. No explanation as to what the fee is on my bill. The fee occurred out of nowhere (No prior notice or current notice, of a new fee on the bill. All other fees and surcharges are mentioned and explained on prior and current bills.); I want to know why this new fee is not mentioned or given noticed to the consumer and explained on the bills? 2) I questioned how do they determine this fee, since the first bill containing the first regional sport network fee was $7.83 and the subsequent three other bills containing the regional sports network fee are $5.89. I told the associate it looks like they are arbitrarily coming up with a cost.

The associate (Mia) says she would refund the difference. I told the associate "the way this addition cost occurred from my perspective is underhanded, the company is not transparent, and I do not understand that after approximately ten years of having the programming of Prime HD and paying a cost for that programming that already included the sports channels why is there now an extra fee." 3) The associate says "it is a tax." I questioned "is a fee a tax." The other fees and surcharges explained on the bill says fees are not taxes.

Anyway, the associate asked if there was a notice about the new fee in a e-mail. I told the associate that I do not believe so. The associate reported that an investigation would be done. When asked when I would hear back from Verizon, the associate paused. I then told her "if the reports was not positive, I would like to make a complaint." The associate then told me I would hear something in 24-48 hours. I talked with Mia the associate on Friday, Aug 19, 2016. The associate contradicted herself a couple of times (fee vs. taxes). She told me, although I am not exact with this. To the effect that the tax/fee applied to a certain programming or something. This led me to ask her if other programming received the fee. The associate changed her response by saying that others received this fee as well.

I will provide an update regarding the investigation but I wanted to express my feelings and thoughts that this situation seems very similar to Verizon's latest class action suit - at least the principles of it. During my updates regarding this issue, if I find that I am wrong and overlooked a notice of this fee and an explanation of this fee I will take responsibility and indicate so. I would also like to know if others have experienced this situation of the regional sports network fee suddenly appearing on your bill without advanced notice or even an explanation as to what this bill is for, considering the sports channels are already paid for in the programming package. I do have photos to substantiate my case so far but I choose to wait at this time until Verizon's investigation is complete.

On 7/2/16 my mother had her services installed by Verizon. She asked the person doing the installation about her phone number and he said he did not know about the issue. They installed then called customer service and was told that the phone number was being held and after a period of 80 days, my mother was to call back and request the # and it would be changed. I assured her that this does not seem like normal practices and that we should follow up on that answer. I placed a call that day to Verizon and was told by another person at customer service that the answer I was given was incorrect and that this would have to go to tech support, but should not be hard to resolve. When sent to tech support, I was told that this is a 24-48 hour fix and the problem should be resolved by 7/5/16.

7/5/16 came and not only was the issue not corrected, but the follow up call that was promised did not happen. I called Verizon back on 7/6/16 and talked to a person in customer service named Darren. Darren told me that he needed, for legal reasons to have my mother on the phone as well. I assured Darren that was fine and proceeded to call my mother. Once all three of us were on the call, I let Darren know that I did not want the old phone # and that it should go to my mother. Darren said that was all he needed on the recorded line. Darren then hung up with my mother and proceeded to remain on the line with me. Darren then said that he needs to leave a message on my voicemail with the new # **. I still have this voicemail as record. We then waited as told another 24-48 hours, this again came and went with the number still not being transferred correctly.

I placed another call on 7/25/16. I was told during this call to customer service at the number had been given to someone else and that I can try and request to have that number again, but chances are that we are stuck with the two current numbers that we have. I told the rep that this was a serious issues that involved health issues and that it needed to be expedited. I was assured that it would be and that someone will be in contact soon about the issue.

On 8/5/16 I called customer service about the transferring/release of the proper phone number. On this call I was told that I have two accounts with Verizon and that is causing the issue. However when I originally called at the end of June to have services transferred to new address, I was told you can not have two accounts under one name at Verizon. I was also told that I had that phone number restricted and that a request ticket would need to be sent to tech support to have it released and then once it is released I could transfer it to my mother. I asked that the issue be expedited and again that this is a serious issue that needs the utmost attention due to a person's health. The gentleman said that he will call tech support while he has me on the phone. I was pleasantly pleased as it seemed that I reached someone who actually gave a damn.

The gentleman switched over from tech support to our call twice during the duration to keep me updated as to what was going on during the call. However after the second time he switched away from our call he never came back. I waited on hold for over 45 minutes. Finally I felt completely disgusted and I hung up. No one from Verizon tried to reach back out that day or the following day to follow up with me. I was again led to believe this issues was expedited and that in 24-48 hrs the issue would be resolved and that "someone" would be reaching out on this issue.

On 8/9/15 I placed another call to customer support and asked to speak to a manager. I explained my issue to the person on the phone while I waited. At first they did not understand my situation and thought that I need to transfer the number to my current residence. This call lasted over 45 mins and AGAIN, I was told 24-48 hrs to reconcile this matter. Again this did not come true and issue still persisted.

On 8/12/16 I reached out to resolve my issue once and for all. I requested to talk to a supervisor immediately, I was told that there was not one present and if I could leave my information with them and wait to be called back. I again explained my issue and that I needed the matter reconciled today, mainly due to my mother's health issues. Again I was told that to either wait, or call back, I expressed my displeasure and said that I would wait. I was then transferred, but to my surprise it was to International Tech Support. I then asked to be transferred back to customer service and that I was sent here wrongfully. I spoke to another person in customer support and requested a callback immediately. I was actually called back by a manager the same day and I began to explain the situation. I explained that I wanted the phone # to go from my current account to my mother's and it needs to be expedited due to health matters.

I was told by a supervisor that I actually have 2 accounts with Verizon, even though previously I was told this is not possible. The supervisor proceeded to explain to me that several people have tried to correct the matter, but they keep sending the phone # to my current address and the fact that I still have another account this is certainly not helping the matter. I conveyed that I was told I couldn't have two accounts, that I would have the issue resolved in 24-48 hrs numerous times and that I have only been lied to. The supervisor explained that they can put in a request form to have the number released and to then have it transferred to the proper account.

I conveyed my extreme displeasure in the execution on this matter or the lack of. I was then told that I would get a follow up call on 8/16/16. I explained that this was my breaking point and that if this issue is not resolved in the time frame given, that I would cancel my service with Verizon. I placed another call to Verizon on 8/15/16. When I reached someone at customer service I gave my information to them and they told me they could now bring up my account. I proceeded to give my acct #, social, address, DOB, and full name; yet somehow I was not found. I conveyed to be transferred to a supervisor and that I would wait. I magically was sent to Web Support. I then explained that I was sent here and do not know how or why and any help they could give me would be greatly appreciated. The employee was very kind and said that they would stay on the phone until I reached a supervisor.

We then began a three way call back to customer support. When connected with someone in customer support a strange thing happened after the employee from Web Support explained the situation, we both were hung up on. The person was now upset and apologized to me about the inconvenience and proceeded to make another call. We got through right away and again she explained that I needed to speak to a supervisor. The person explained to both of us that there is a very long wait and that they currently only have one supervisor on the floor. This call took place on a Monday at 9am. I highly doubt this statement. The employee from Web Support said that we will both wait. During this time I again explained my situation and the amount of times I had to call only to still not have the issue resolved.

After waiting over 20 mins the employee asked if there even was a supervisor and why they had not come to the phone yet. The rep explained that they had put in a request and that there currently was not a supervisor on the floor at the present time. The person from Web Support replied, "Is this normal practice or do you not want get a supervisor? The customer is requesting a supervisor." The worker assured us that this was normal procedure and that once there is one available, I will be able to speak to them.

During my arduous wait, I asked the rep why they can not seem to transfer the number. I was told that it is restricted and that they need to contact an offline agency to have it released and once it is I can then have it transferred to the proper place. I then asked "If I cancel my service would it affect the process of the number being transferred?" I was told and I quote, "if you cancel your service, you can not transfer the number." I again explained that this is a very serious matter, because of it having to do with my mother's health. This did not get me anywhere, or get a supervisor on the phone any faster.

After waiting an hour and 40 minutes, I was able to speak to a supervisor. I was told that there was already a ticket processed and sent to the offsite agency about releasing the number and that the best they could do was contact tech support. I conveyed that I do not want anything other than a resolution and that this is a matter that needs to be taken seriously and expedited. I then asked the supervisor that if I cancel my service will it affect the transfer of the number. The response that was given is a direct quote, "if you cancel your service sir, you will still be able to transfer the number; cancelling of your service will not affect the transfer." I then replied that I wanted to cancel my service.

On 8/16/16 I was called back by the supervisor whom I spoke with on 8/12. They told me that they have been trying to resolve my issue, but see that I have terminated my service. I explained that I had given more than enough chances and that even when told that someone's health was part of the matter, it still got me nowhere. At that point I was told that in order to transfer the #, I would have to reinstate my service and that the problem would now take a WEEK to correct.

At this point I stated that I feel like I am being scammed and that this is BY FAR the worst customer service experiment that I have ever been involved in or even heard of. I also stated that I feel like Verizon has a serious issue since I have talk to two supervisors one day apart and gotten two different answers, as well as that it is now going to take a week to complete when on I was told as well as my mother that this would only take 24-48 hrs. I was assured that this was the proper procedure and that in order to fulfil my request I had to cancel my request for termination. I begrudgingly agreed to have the service reinstated for the sake of the transfer. All told I contacted Verizon 15 separate times and have one voicemail stating the issue to be resolved in 24 hrs.

We've had verizon Dsl for over 10 years. The original rate was 29 dollars. Fast forward to now and for 8 mbs it's 61 dollars per month. I realize the speed has doubled, however there are no other slower options for people on a fixed income. On top of that while shopping around I noticed that the price we are paying is very close in price to a basic fios subscription, which conveniently isn't located in our area. I'm no fan of the government poking it's nose in private business but at what point are legislators going to step in and do something considering how critical being connected is to modern life. Argh!

After waiting on hold (which was to be expected. I really didn't mind.), and going through their automated system (which they said helps them direct me to the right person), I finally got through to a representative. The representative could not find my account at first, even though I gave them the phone number for THEIR DSL line. After throwing whatever information I could at them, they were finally able to find my account. At this point I was informed that I needed to be transferred to another department because it was a business account (even though the automated system asked me if it was a business account or residential, and selected business). So I went through the entire process again. And again they could not find my account. When they finally did, they told me that they were sending me a new router, and I would be receiving it Saturday.

So I waited out my 48 hours with no internet to run my business, and had to explain to my angry hotel guests why we did not have the free Wi-Fi that was advertised. And then Saturday came and went, no delivery. I would have tried to track my delivery, but the confirmation email that they sent me did not even mention the fact that I was getting a new modem delivered! So I found myself, once again, on the phone with Verizon customer service. And once again, the automated system brought me to the wrong person, who, once again, could not find my account. I was transferred to another department, which was CLOSED. So I called back, and went through the exact same process again. I was told that they did not know why I did not receive my delivery, and to call back Monday during their business hours.

So on Monday, (now Day 4 trying to run a hotel with NO INTERNET) I called again. I went through the frustrating process of being sent to the wrong person again. I was finally transferred to the right person, who had difficulty pulling up my account, again. Once they did find it, they were able to give me a UPS tracking number and told me that I would be getting my delivery that day. However, they also informed me that there was no way that I would have received the delivery on Saturday like I was originally told, so it seems I was misinformed from the beginning. Sometime that afternoon, I received my modem. Finally!

Then I opened it, connected it and it did not work. There were absolutely no instructions, or even a number for tech support. I went online and found one, and then called. AGAIN I was transferred to the wrong department (even though I was calling about an entirely different issue). AGAIN they had difficulty locating my account. Once they did, the technician on the phone was very helpful, and he walked me through everything so I could get my internet up and running. Fast forward to yesterday. We use a wireless extender in our hotel to boost our wireless signal. The extender has had difficulty connecting to the router. In addition, our service has been intermittent at best. Again, this is a hotel that NEEDS internet. Not just for us, but for our customers. After being confronted by the third unhappy customer that day, I decided it was time to call Verizon again.

I will spare you the gory details of the two hours that my colleague spent on the phone just trying to get a technician to come out today. After threatening to cancel our service, Verizon finally agreed to send someone out. They were supposed to arrive between 11 am and 2 pm. The customer service rep from the "Elite Department" told him that if no one showed up by 2, to call right away. So at 2 pm when (surprise, surprise) no one showed up, my coworker called the "Elite Department" direct number.

This was supposed to help us not have to go through all the frustrations we had in the past when we called Verizon. Except it didn't. It just brought us right to Verizon Customer service. Another half an hour on the phone to be told that the technician would be arriving between 2:30 and 3:30. At 4 pm, when they still had not showed up, he called again. It is now 5 pm. He just got off the phone. They claim that we will see someone by the end of today. I will not be surprised if no one shows up.

How can a business possibly operate like this? How can they not even have a basic customer support line that doesn't make you want to rip your hair out before you even TALK to the right person. Most of the actual representatives we have spoken to have been helpful. But it is all empty promises, and running around in circles! How can they not find your account when you give them YOUR ACCOUNT NUMBER??? How can they treat customers this way. Not having internet is having a HUGE negative impact on our business and we cannot even get basic technical support. If this issue is not resolved, not only will we be taking our business elsewhere, but we will be making sure that every business owner we know (and we know quite a few) does as well.

I said "I want to cancel my service please". He said "you will pay 200 for an early cancellation fee". I have had Fios for over five years. My bill is over 240.00. I said "cancel my service unless you can get someone to my house before Thursday". He said "your service is cancelled". I am so upset with this company but I have ordered Time Warner Cable & they came to me on Monday & I am so happy with their service. I am going to dispute this 200.00 fee as the service was terrible. My internet would go out everyday & we would have to reboot & our cell phone bills became very high every month because we were going over data. I am thrilled to be rid of this company & will never go back to them. Years ago we watch seven channels. These cable companies are crooks & they don't care. They become rich & hire people from other countries & probably pay them peanuts and you can't understand them.

Next morning a tech comes out a fixes it, I called Verizon and spoke to live agent to be assured they would not cancel services. They said no. Friday the 22 I had no cable, called them they said it was shut off. They said they couldn't turn it back on from office. Sat they sent techs out to turn it back on. For whatever reason they brought all new equipment and upgraded internet. I was very clear I did not ask for this and did not want it. They assured me the office did no changes to bill.

I get a bill in the mail I now have new account number lost all my rewards and credits they gave me for having no service, they doubled equipment charges and charged set up fee for their mistake. Spoke to woman yesterday she would fix. Got voice mail all fixed. So I called was told my bill would be 167.00. I asked how. They couldn't explain. They'd have woman call me back. So of course second day in row I can't go to lunch waiting for or talking to Verizon. 1.5 hours later no phone call. I am at a lost as to what to do. I am getting nowhere and have spent hours at work trying to have them fix this.

I called again and again was treated to the same craziness I asked for a supervisor - I was told no one was available. I said I would wait. Then I was told there were no supervisors on duty - and then hung up on again. After spending a day and a half dealing with this I finally arranged cancellation of services - at least I thought I had. I received our bill the other day and lo and behold I am still being charged for service. I call and am told that this is not the final bill - the final bill will be mailed to my home and it will reflect the cancellation. I received the bill yesterday - I am being charged as if I never cancelled. I am not paying for two services. How do I report this to proper authorities? This is outright THEFT!!! I call and spend hours with drones who continue to tell me that either they cannot help me or it has been taken care of and I receive these outlandish bills. Can anyone assist?

Today we argued with them for almost 2 hours and they refuse to send someone to check our lines or do anything because "there's nothing wrong". The woman also would not connect me with a supervisor even after I had asked her to multiple times. She just kept saying "there is no problem, you have great internet." This is disgusting to me that they don't care enough about their customers to even send out a tech to check our lines. Our neighbor had to lie and they finally sent someone out to check their internet lines and the tech found that their lines were trashed and had to be replaced. But yet we cannot even get that. I am looking into even paying thousands to get a cable line ran to us just so I do not have to deal with the morons at Verizon anymore.

I spent one week arguing charges and service because Verizon never came for set up until June. I attempted to cancel the service with Verizon and DirecTV. DirecTV wants to charge me $450 to cancel. I spent two weeks arguing with Verizon for putting me into a contract with DirecTV with which I cannot cancel and will cost me $450. I have now cancelled Verizon and want DirecTV cancelled because I do not want DirecTV. The service is lousy as well as the customer service. I never signed up with DirecTV directly only through Verizon; if I'm able to cancel Verizon I should be able to cancel DirecTV without a fee.

So I call in to Verizon just to be clear of service price and performance, he apologized for the tech not making it. They were really busy and would schedule another day. He mentioned the speed not being as fast or even close to Comcast, 30mb down to less than 7mb max. Getting a little queasy in my stomach. Next he mentions all the upcharges and partial charges, service and rearrangement charge? So the $136.68 after taxes and fees as we signed for is really $160. Plus they have the internet set to the main line, not the secondary, which can cause phone noise and static. Plus I find out instead of two new roll over lines, they are porting our fax number out of Metrofax! Which was not discussed at all but was on my business card. So they wrote it up. Metrofax has been perfect! I don't want to pay $24 for a $6 fax line that is paperless.

I at this point want out, put it all back. Comcast was still up and running. Tech never came in our building to complete the install or porting. Shut this down. Give it back. It's been a month almost. I got a bill today, they are claiming they are my service provider. I am beside myself. We are on Comcast modem and have been the whole time, service has been uninterrupted till today. I call them on this bill. They are talking to me like they own the line still. I turn to comcast to verify the port back is complete, yes it is. Magically Verizon still had its fingers in the switch to turn off our service after my call to them on the bill. Comcast says they do this all the time.

The first night it happened I asked one of the men how long they'd be there for. Immediately, he was obnoxious, saying rudely, "A long time! We're working." I said it's against NYC policy to have construction going on at these hours. Loudly and aggressively, he yelled, "Oh yeah? Go find a cop then. Go on! Go get a cop." And he kept repeating this until I walked away. I am a young, small woman who approached him with a level voice at 12.30am. There was absolutely no reason for him to be so rude or aggressive. For this pathetic excuse of a man to behave in this way, as a representative of Verizon, is appalling.

A few days later, I received an email (no call) saying they cancelled my order. I called back, spent another hour on the phone, and was told I'd get the same deal as I originally got online but with the equipment credit. Finally got everything going, but with a week delay without service. I never received an email confirmation (my mistake, should have followed up on that). When I got my first bill, it was more than the original online quote, and I did not receive the promised promo equipment credit. I called and went through chat services and they all just told me there's no record of an order with promotional credits and that phone orders have different prices than online orders.

Basically, short story, bait and switch, and their representatives are liars. Everyone has a different opinion and offer different deals, there is no uniformity. The difference is a measly 10 dollars a month, which I don't care about, but the principle of the matter is what makes me so angry. Don't promise something and then not give it!!!

I told him I didn't want my credit check run by the company yet because I wanted to see what my wife said. He then got angry even though I started our conversations with, "I'm just calling for prices and to see if you service my area, if I like it I'll call you guys back after I discuss it". He wouldn't stop saying that he already put all my information into the computer and all he needs to do is get me qualified to order their service. Except I didn't want to be qualified and I didn't ask him to put all my info into his computer. In fact I couldn't get a word in because he kept asking me all these questions while ignoring the questions I asked.

Finally after telling the Customer service guy "no thank you" nicely and even trying to laugh it off because it was all ridiculous that he's so pushy that I wanted to not make a decision based on a 5 minute phone call he got pissed and told me, "Fine, call back when you make a decision," and hung up. If this is how a company treats you when they want your money I can't even imagine how they treat you once they have your money and you're locked into a 2 year contract. I don't want to find out. TWC is horrible reliability and iffy internet but at least every time I call their customer service they put on a fake face and are nice to their customers.

This is unfair and bad business practices. Any new contract agreement should state exactly the price you would be paying for the duration of the contract. I got so annoyed that I cancel my services, even though I was a happy customer. Not sure what rights I have as a consumer. I have proof of the email that was sent. Asked them if they saved recordings of agreements made, was told there was no way of accessing it at this point and time. Basically I was tricked into agreeing to a two-year contract.

When we finally got our bill it was WRONG! I was charged for the Ultimate Cable bundle plan instead of the Preferred Cable plan. No matter how much I try to explain each person (4 people) tell me either tell me the 34.47 was the adjustment or the 77.00 that I saved on the bundles was my adjustments. I saved the chat transaction on that convo, it was too ridiculous not to save. I tried to explain to Joey that 210.05 (total bill) - 34.47 (credit) = 175.58 (final charge) is different from 189.29 (this month and what I should have been charged). I am tell him that if I would have been charged what I should have been my balance last month would have been 154.82 instead of 175.58, but I keep getting the, "The credits were adjusted on last day of May 2016. The May 2016 bill came before the adjustment as your billing cycle is 20 of every month."

My billing cycle ends on the 20th but my May 31st credit adjusted onto June's bill but didn't change the price??? I paid half of 175.58 (88.58 6/13) and the rest 87.00 on 6/21. Prior to the credit my bill was 210.05 and this month is 189.29 but I had the same service. I am owed 20.76 and all I hear is "You already had some money taken out of your bill." The 77.00 (promotional discount) and 34.47 3-day loss of service... I am not being told any new adjustments.

They could only give me an appointment between 8:30 and 5. I asked to speak with a supervisor to see what they could do for me, was put on hold but somehow I was transferred to someone in India. When I told him that I was on hold to speak with a supervisor I was again transferred back to Mexico and was told by the supervisor Joan that he was going to see what he could do for me and will give me a call back today between 9 and 10 am. Never got a call back from him.

I called again at 3 pm today and had to go through the automated machine again. Funny how Fios thinks the machine can help a customer when the customer has no service and had already called to report its service is not working. I had to explain everything again to the representative that I had no service since yesterday and I was supposed to have gotten a call back from the representative I spoke with yesterday but he never called me. I needed to have my service fixed prior to Friday because we could not go without the internet until then.

I was told that there was nothing they could do for me. They did not have a technician to come out before Friday and that my appointment and that I had to be home between 8:30 and 5. I do not understand why I have to wait until Friday to have my service fixed by Verizon Fios. This is totally unacceptable. I needed to work from home last night but could not work because I had no internet service. I tried to explaining to the representative that I work from home on a regular basis and need my internet but that did not matter to them.

Is Verizon FIOS going to compensate me for not having any service for all of these days and also for being home all day Friday, waiting for their technician, since I do not have internet access I cannot work from home. Can someone please let me know what's going on with the Verizon Fios customer service? I want to cancel my service but just need time to shop around for a new service provider. I also do not want to go through the aggravation of changing my email address and phone. Thank you.

I called verizon for verification twice, but each time after a 15 minute wait I was sent to a supervisor, and I asked for verification that the technician was theirs. The last supervisor said her name was Ms. ** said they could not find out if anyone was sent to the address. I asked to at least let me know if I should be calling the police. But No. I could not verify the technician was theirs or file a complaint about the situation and technician via phone or online. Both supervisors hung up on me when I asked how to file a complaint. I stayed outside watching. If they tried to enter I was going to call the police.

I want to complain about the technician's rudeness and presumptions and refusal to provide information, about the company's failure to monitor their service personnel and know where they should be and to help honest citizens and customers to know whether or not a person was sent by them and about their failure to train them to deal courteously with the public, and to complain about the supervisors hanging up the minute they hear the word 'complaint'.

Original Review: June 21, 2016

I never go out of my way to negatively review or disparage a company; however... The sales representative I first spoke with was incredibly condescending into trying to have me order things in order to not look like a "loser". The installer I first met with from this company was a nice guy. He gave me an honest input about the Verizon services and set up my box and tried to be as customer friendly as possible... Then I had a broken remote which took 1 week to send a new shipment in. Then I found out about hidden fees attached to my services. Originally I only wanted internet (12 months for $50) but I was inclined into adding local channels for just $1. Which I thought, "why not?" Because I also wanted to watch the NBA finals on ABC, but otherwise I take no regard to television services.

There was an additional hidden $2.99/ month broadcast fee + a statewide fee towards all services which was about $4.99 which granted wasn't a Verizon decision; however, something related to my state. I was never informed over the phone about this, but I did receive an email along with about 6 or 7 other emails, before I had accepted all the charges. Additionally they never sent me a set-top box so the installer gave me an HD box but honestly unknowingly I had to pay $12/month for that box. He honestly believed I got a sweet deal because he had no SD set top box on him, and that I got a "gift," but there's no way Verizon would let something like that slide.

BTW the customer rep I just spoke to just hung up on me and it took me 30 min to get into the call. And those reps are really difficult to speak with and unresponsive to direct questions. So far I don't think the internet is any better than I had with Comcast (at 20 download, 5 upload) despite promising to be 50 download/ 50 upload and "out of this world" fast. Yes that's what it says when you hit internet speed test, but overall I guess it doesn't affect much unless you're downloading tons of movies or broadcasting gaming with a webcam active and playing 1080P or something. BTW with my Verizon services phone... I get 3 bars or 2 bars in so many places, and even in 5 bars I still get a raspy phone connection, and I'm using an iPhone 6.

Our call got disconnected and I waited 10 minutes for him to call me back. Then I called again and spoke with a woman. While on the phone with her the first man called me back. He told me they could now get me in on Wednesday June 15th. I told him that I could not understand why this was so far out when I had an appointment scheduled. Waiting until Wednesday meant that I was using up my cell phone data while I was home, had no internet or TV and lost the capability to work from home.

I then received a callback from the lady who said that the earliest available date was Tuesday, June 21. I received three different dates, so I'm not sure how these "appointments" are scheduled. I am now forced to go to another carrier and will have to wait until Thursday for my internet services due to Verizon's unreliability and poor customer service. I will now probably have extra costs for the usage of the data on my cell phone and will have to miss a day of work for the installation. This was my first and last experience with Verizon.

It has been very frustrating because I didn't have the tracking number but had the receipt that came in the prepaid box that is apparently useless information. Verizon states that they don't know the tracking number of this box even with the return authorization and order receipt that I have. Although I should have wrote down the tracking number I would at least hope that it would show up somewhere on Verizon's system because they did produce the label and I do have the receipt from the return authorization. I did the same exact thing the last time I returned a set-top box and that was recorded just fine. It has been very frustrating having to deal with this return and all the while being charged for a box I no longer have.

I still haven't heard from Verizon, they have no idea that they just lost a customer. 12 hour hold times is unacceptable and then they had the audacity to charge me $210 for their bad service... I should be refunded the amount honestly. I have a very influential job so I've told everybody I know about this and already my parents and 15 others family members have also disconnect service... Next is my cell phone. I'm just so shocked and disappointed. I thought they were the best... Guess I was wrong.

So, expectation was set for me to have a technician at my house the day after we closed on the house sale, May 5th. They were to show up in the afternoon. So, the afternoon before, I called to confirm my appointment since I hadn't heard anything, and the customer "service" representative informed me that they had missed my installation appointment. I asked how they had "missed" it when it wasn't supposed to happen until the next day, and I was informed, "Oh, we wouldn't have come anyway. We're on strike". Ok, so, I had whoever I spoke to change my internet install to a self install since the wire was already run to the house, and then schedule a technician out for May 23rd to install TV. Now, keep in mind that my entire install was scheduled WAY in advance, 6 weeks in advance. So, despite there being a strike, there should have been SOMEONE available to do this install. But, it is what it is.

So, May 23rd rolls around, and I had a 5 hour window when someone was supposed to show to install the TV service. It was around 4pm, one hour before the end of my window, and I called back in to find out if/when someone was coming and I was informed I had no service scheduled. After a bit of digging, it was discovered that the TV service was also changed to a self install and that I should have my set top boxes to do this. Which I didn't have, never received them. So, again after more digging, it was discovered that they had sent my set top boxes to the old address, and they had already been returned to the Verizon Warehouse. So, I told them to forget sending me a tech, just send me the set top boxes, and I would ALSO install this service myself.

So, after confirming my address for them 5 times and being on the phone for 3 hours, I had some set top boxes supposedly heading my way. I would be receiving them mid-week, about 3-4 days from the time of the previous call. I was given a tracking number, and was able to see the progress of my package, but no other details. On the final day, when the package was finally delivered, I saw that it was, yet again, delivered to my OLD ADDRESS. So, I didn't even involve Verizon here, clearly it's impossible for those bottom-of-the-barrel mongoloids to do even the smallest thing right. I called an old neighbor and arranged to meet them halfway between my old town and new town to retrieve these boxes. Finally, after months of trying, I had some set top boxes to start using the services I was paying for.

So, I get the boxes home, and I begin the setup. Apparently, the coax in my living room is disconnected somewhere. So, I NEED to have Verizon's help, or someone's help getting this installed. I'm pretty technical, but tracing wires inside my walls is out of my depth. So, begrudgingly, I called Verizon again, and scheduled ANOTHER service request. I was told someone would be out in 2 days, between X hour and Y hour and they would call 30 minutes ahead of time to ensure I was there. Great! Maybe finally I can get this garbage set up!

So, I wait two days, another no show. I call Verizon to find out what the problem is, and I wasn't scheduled for the date they promised, I was scheduled for 3 weeks from NOW! So, I'm beyond livid. I told the person I spoke to to cancel my order, and cancel my service and I demanded a refund for anything I'd been charged during this month and they responded with a "there's nothing we can do" answer. So, I've filed a BBB complaint. This all reached its crescendo last week, and I have yet to see that TV "service" removed from my account. I've given Verizon until the close of business today to remove it or I'm filing another BBB complaint; and I will continue filing a complaint every day until this is resolved.

FYI, I called Dish Network, and was able to get TV service installed and activated for about $30/month less than Verizon would charge, plus I get to add service to 3 rooms instead of 2, I get more channels, plus premium movie channels free for 3 months. On top of that, Verizon was going to charge me $26.66/month for 3 months to install the service, where Dish Network will install it for free, and I don't have to pay for equipment either. Not only that, but the Dish Network price is good for 24 months where the best Verizon could do was guarantee a price for 12. So, if you're here to complain about Verizon Fios TV, I recommend Dish Network instead. PS. I now see below that I can add an order number for Consumer Affairs to review... Verizon only ever gave me one order number, and that was back in March.

I had no use for TV or phone. The representative stated if I kept a local TV package it would drop my bill to $85 (close to the price I was originally quoted). I agreed to leave it at that. My first bill was about $92. Then the next month my account ballooned to $146.34. I called in to find out what the issue was. Something about additional TV packages was blamed. I was told wait till the next billing cycle and the issue will be resolved. A few days later our accounts were switched over to Frontier. Frontier now refuses to do anything about Verizon mistakes. Verizon claims it's all on Frontier. Never trust either company to honor their word or quotes. Always get written documentation... even with it, it's difficult to get either company to address their serious customer service failures.

So today we chat yet again only to be told no repair person is coming because we don't have an account, which they messed up on and turned off. In our opinion the headline should be, "The worst transition in business history." We are in St. Petersburg, FL. No one in either customer service, billing or support seems to want or know how to resolve this issue. We have been disconnected in chat and hung up on several times! We work from home and our businesses are suffering as well. Please feel free to pass this on to the incompetent people who are so called running the show at FiOS.

I asked that he assume I have perfect credit and quote me an approximate rate, with the understanding on my end that less than perfect credit would result in possibly a higher monthly payment or deposit. Still he refused, stating it was not possible to quote me a rate for internet service without pulling my credit. Not a ballpark, not a range, nothing. What? We're talking about a simple, everyday standalone service for my home. I'm not BUYING a house. I'm trying to get a cheaper Internet provider for my house. C'mon man. Verizon, you're dead to me.

Verizon employees have been on strike and it's because the company itself is terrible to their employees as well. That should say the most right there! This company has been nothing but a headache, I am so so so sorry that I signed up for this company and I tell everyone who will listen what trash this company is. They have offered no help, they have done nothing to make the circumstances better, they do not value their customers, they could care less. This company should be sued along with being shut down with how unprofessional they are. It is pitiful the way they operate.

Called on May 10th (**), again received a non-English speaking representative who was harder to understand than the last. Explained my problem and frustration... he proceeded to tell me it was my tv, I explained to him why it wasn't, he tried to troubleshoot - didn't work, he then said it was my set top box. I explained to him that it wasn't that either. He then suggested I remove the wire connecting the box to the tv and replace it with a different type of cable. He told me that Verizon would not provide this cable that I could purchase it for $10 at Walmart, just so happens I had that type of cable connecting another tv too by Blu Ray player. I disconnected that and tried it on the troubled tv. The screen was no longer fuzzy however it was still going black and there was no sound. I was so frustrated with the whole conversation and difficulties I was having understanding him, I ended the call.

Called back again on May 11th (**), again a non-English speaking rep who I could barely understand yet again. He went through the same read from a manual spiel "it's your tv, try to troubleshoot, it's the box, it's your cables"!!! I demanded to speak to a supervisor or manager, he informed me that due to the strike there were none available (ridiculous and unacceptable). He offered to send a technician out but insisted that if there were problems with the wires (the wires that Verizon installed) that I would be charged. I informed him that in no way, shape, or form would I be paying for anything after this ordeal. He asked what time worked best, I told him between 4-9, he claimed he noted my account.

Today May 12th 10:07 am I just received a call from the tech saying he could be at my house within 15 minutes??? I have been a Fios for home customer for many many years and I am beyond displeased, frustrated, and disappointed in the customer service I am receiving. I tried to file a complaint on their website but they conveniently do not provide an area to do so. I am a manager for a company that deals with clients on a daily basis and know firsthand that this is NOT how you treat customers.

Finally my fiance was able to call and reach someone. She advised our good customer discount of $25 fell off and the last month it applied for was March. We asked if there was any current customer discounts. She advised there was a $20 discount that she may be able to apply for what I believe was 12 months. We asked why it is that new customers pay $79.99 a month for exactly what we have and we are paying $167.00. She stated they couldn't give us any other discounts. We requested to speak to a supervisor. After waiting for a supervisor for 10-15 minutes, she stated the supervisor would call us back. Now I used to work in a call center and this would be what is called a commitment to follow up with a customer and there are turnaround times to quote to that customer. I asked her when we could expect to hear back from the supervisor, she stated by 8 pm, and it was 6:30. I agreed to the callback.

At 8:45 we still had not heard back from a supervisor, so I called back and spoke with "Ron". Ron was very condescending and rude to both my fiance and I. I requested to speak to a supervisor of which I was told is still busy. He offered another callback and I decided that I would wait on hold since I was already offered a callback that had not happened. I waited on hold and was told twice I was being connected to a supervisor- it would ring and then I would get Ron again who say it would be a few more moments, at 1 hour and 17 minutes Ron hung up on me while I was still waiting to speak to a supervisor. It was after 10 pm and I had work early in the morning. I wasted countless hours of my time to try and keep a service. At one point I asked Ron to discontinue my service and with much attitude he told me I would have to pay an early termination fee.

I had to log in on the website to speak to a representative online to actually cancel my service. It has now been a week since and I have not received a call back from a supervisor nor have I received any response to the email I also sent that evening to Verizon Fios. I received an email stating I would get a response within 2 business days. Today I went to a local Verizon Fios to turn in my cable boxes and expressed my concerns and stated that I do not feel I should be responsible for an early termination fee when I have wasted countless calls and time to try and keep my service but received nothing but inadequate customer service which brought me to cancelling my service. I was told by the in house representative that I needed to call hit 0 to get a representative and request right away to speak with a supervisor and there was nothing he could do there about the early termination fee.

When I got home, I called and did as he told me. After 10 minutes on the phone and the representative not being able to somehow find my account I hung up. I am still waiting to hear back from someone and am tired of having to chase after Verizon Fios to try and get some answers. I posted to the Verizon Fios facebook page after I noticed many other customer complaints being responded to. I was advised to send a private message- where I spoke with Isaac who looked into them waiving my early termination fee. He then advised me it is notated that I was advised of the early termination fee so it cannot be waived. The only thing he could do to "help" is have a customer service representative call me to reinstate my service.

I will never return to Verizon Fios after the customer service I have received in the past week. I will continue to go share my experience in all media outlets, word of mouth, etc as I feel everyone should be warned that they are far from helpful and you will never be able to speak to a supervisor on pricing, early termination fee waiving, or how poorly their representatives talk to their customers. Apparently this is how loyal customers get treated. Don't believe the commercials that state your service won't be affected by the strike because it has clearly gone downhill.

I called on Monday and was told that my account was not set up for a PROMO and that I was not entitled to one. I was told by a Dylan in their promo dept. that there was nothing he could do since Verizon is on strike at this time. After all of this and all the issues I have had with my Verizon wireless as well, I will be cancelling Verizon all together wireless and FIOS. DIRECTV offered me my cancellation charge back if I were to come back to them and why not? I never had any issues with them including service and billing, now I will look around for wireless provider. I suggested to my corporate office that they switch carriers as well.

I called back 2 days later and after being transferred 3 times, finally spoke with a young man that understood that I had purchased a router prior to connecting service. He gave me a credit for the router charge and also one for installation, seeing as though the hardware was already installed when I moved in (the reason we went with Verizon from the beginning). Today, weeks later, I received my new bill from Verizon with the fee for the router that I never requested, rented, or needed. I called and spoke with the billing department initially.

After 25 minutes if repeating the reason for my call, I'm transferred to tech support. Once I recite the reason for my call, yet again, argue for another 15 minutes, I request a transfer to management or escalations. I'm transferred back to billing. Finally I speak to a woman who is willing to do the work for me and she calls tech support, makes adjustments to my bill and credits me for my trouble. As much as I appreciate her help, I was on the phone a total of 65 minutes. The entire time I was making dinner for my kids, I was disputing charges. I truly hate Verizon. I dread seeing my bill next month...

Since it was close to the due date I was asking them to fix it as soon as possible. But the customer care person suggested me to pay the due amount on time so that I would not get any penalty and he would fix the issue and give credits for following months. So I've paid my due and then next month again I got a bill for $200 and after talking with several customer care people I decided to disconnect the service. They did not even concern about losing a customer. I mean overall I had the worst experience (Paid around $900 just for 3 months including $200 disconnecting fee) and never suggest anyone to get Verizon...

In January of 2015 I called to rectify the problem. After lengthy discussions and a promise that this would be taken care of, it never was. Throughout the YEAR I called on numerous occasions and went through the same routine, always ending with a promise that the charges would be removed. At one point I even got the same CA based agent that I had spoken to previously and she recalled our conversation and said that she would absolutely get this resolved. That was probably in July of 2015. All of these conversations were recorded in the Verizon case notes.

As of today, April 29th 2016 the charges remain on the bill, although it would take a very long history view to see their origination date of 19 months ago. As of April 1 Verizon handed over our account to Frontier Communications and after talking at length with the "customer service" there they have absolutely no clue what I'm talking about and Verizon has not provided history with our account. Frontier told me to contact Verizon directly. I have tried but there is absolutely no way to contact Verizon now that they have dropped these accounts. It is impossible to get to a live person! I either need Frontier to pick up the ball and handle this or I need to find a way to contact Verizon directly and try to handle this. I am not paying the $480!!!

By 7pm I found out that the tech couldn't get 4 of the 16 boxes to work, and only transferred my fax/security system line, because he only had an order for one line not 2. Although they had my main phone number attached to my acct for their records??!!! The tech explained that there would be someone coming out to follow up, and that they would transfer the 2nd line at that time.

After a few weeks on Nov 28th, I called to cancel, because at that time, no one had called or tried to contact me about the unfinished installation. The customer service rep apologized, admitted that they had dropped the ball, but after 20min convinced me to give them another chance. He took down all my contact info, the phone line that hadn't been transferred, my cell phone etc.. He was sending a specific email to the service division, to a supervisor. He asked me to hold on but after about 7 min my cell phone batt died. I figured I be hearing from him, or someone else, maybe the service tech, but after another week or so on Dec 2, I called again to cancel!!!

My main phone line was still the Comcast since they never transferred it. The customer service rep was apologetic, and admitted just how bad they screwed up, and that he couldn't even ask me to give them another chance based on the fact I had already been convinced to do that, and still had the same result. He explained that I should call Comcast first or I might lose my phone # and that it would all get automatically transferred just like when Fios came in.

Comcast came in Dec ninth and installed all my tv boxes, got my internet up, but had problems with the phone lines. Apparently, they were physically a disaster, from the Fios installer. They came out 2 more times, and finally got the lines up and running, although now Verizon, had taking my main phone line???!! HUH, is that even legal. After continuing to get bills, and calling VF they kept telling me I had not cancelled my service???!!! Finally got in touch with the sales person from VF, and after a week or so, got it cancelled on Jan 19, 2016. Now Verizon wants to charge me for 2 full months, and doesn't care even a little bit that they did such a horrible job, and that I had such a terrible experience. I have spent no less than 12 hours on the phone trying to resolve this. I'd like to give them a bill for my time. HORRIBLE!!!

After a week of aggravation and frustration they did something and now we have only one phone jack working. We were told that we need to get a repair plan to fix the other, but they were perfectly fine before Verizon technician did something wrong. After all this terrible experience we got high bill that includes charges for phone # change (Verizon mistake from the beginning) and services and changes we never requested. I am sick and tired calling Verizon just to get service I was promised.

After a month and seeing that absolutely everything about Verizon is broken and I do mean everything... website functions, phone automation sends you to the wrong people, poor equipment set up instructions, customer service, billing practices, and general communication. I could go on and on with specific examples of each! So I finally terminated only to find out they were still charging me a termination fee. What!?! No acknowledgement of the 10+hrs on the phone with them or the 20hrs waiting on service calls... no!

Still wanted their termination fee "because you accepted the terms and conditions". Yes I did accept and I kept my end of the agreement. Verizon did not. The agreement was to provide a service for $**. I paid. They did not provide. So who failed to meet terms and conditions? And now there is no way to address this with higher management... The on duty manager ("Jenn" ID **) was "busy" when I called to terminate -- refused to speak to me. Pathetic service. Pathetic customer service. I will NEVER go back to Verizon again. Funny thing is... cable is dying. Internet is winning. Days are numbered. DO NOT USE VERIZON! The whole experience sucked although I dealt with it for as long as I could.

When I did call back I was treated to extreme rudeness. Finally I told the person that I was speaking to that I could not do business with her and I needed to speak with a manager. The manager never returned my call. Once again I called back and the person I spoke with seemed concerned. He told me that he would like to have a tech set up my router but all the techs are on strike? He promised to call me back on Friday the 22nd of April. It is now Monday the 25 of April and no response from Verizon again.

This process has gone on over a 4 month period. I have 5 hours tied up in the installation of my new services with no success. My old router is defective and only works sometimes but I am paying for upgraded services! No one at Verizon cares about my issues and as a single consumer my only solution is to buy my way out of the problem. It is really a shame that Verizon takes advantage of the size of their company to cheat consumers.

Original Review: April 21, 2016

Signed up for their $650.00 to switch program. Big mistake! Wish I had done my homework because the internet is full of people like me that are getting the runaround and not being paid as promised from Verizon. Why this hasn't received an investigation for possible wire fraud or even a class action suit is a mystery. In the meanwhile do yourself a favor and DO NOT SWITCH.

Verizon has been aware of this issue for well over 5 years as can be shown from numerous online complaints from others. The fact that this is still a problem indicates that the company does not care about the quality of its services and, while I am not going to give formal quality management consulting advice on a discussion site, corrective and preventive action (CAPA) is a condition of registration to ISO 9001.

Verizon's so-called efforts to fix the problem have risen to the level of borderline harassment. Their people have called me at all hours of the day, including early enough this morning to wake me up (well before 8:00 AM) and also relatively late at night. Then their representatives ask me to explain the problem, which I had already described in detail via e-mail, starting from Square One, over and over again. One individual rang my cell phone in the middle of an American Society for Quality professional conference even though I do not even recall providing Verizon with this number. (I don't normally turn my cell phone off unless reminded because I use it almost exclusively for outgoing calls.) Another called me and didn't leave a callback number.

They have also abused hours of my time, and I am not on their payroll and do not get a W2 from them, by asking me to run various experiments to help them fix the false positives with their spam detector. In any event, however, the bottom line is that the problem has not been fixed. I would have dumped this company for these reasons long ago except for the inconvenience of having to update my e-mail address with my friends, and also businesses (e.g. my banks) that have my e-mail on file, and so on. If matters reach this point, I guarantee that I will let every single person in my Outlook contact list know the reason.

Wait 6 more days to get the pricing we were originally quoted and the service we requested. When I asked to speak to a manager, they were all very conveniently in a 1-2 hour site meeting then Angela hung up on me. Two days off work, 17 hours in phone conversations and 20+ years of being a customer equates to nothing. To top it all off for two weeks we couldn't even pay our bill because we were locked out of the accounts.

I called and was on hold for 35 mins then some idiot rep got on and kept asking me for my name which I already had given her. She even told me that my appt would be for the next day. She was totally clueless. I received another email saying please call to make another appt. I'm thinking I just did that, what the hell is going on. When I called again I was told my appt was never rescheduled. I will never go back to Verizon. They suck big time. Canceled this service.

I was told every hour on Sunday and every hour today that I was next on the list and the technician was around the corner and would shortly arrive at my place. After about 20 different calls and 20 different lies, I have come to the conclusion that Verizon is a company with its best days behind it. It has become a haven for incompetents and liars. A tragic place for a once proud company. I am certain nothing will come of this, as nothing has happened so far. What a crying shame. I am beyond disgusted.

My call logs show close to 9 hrs on the phone with them for the week, between being on hold and the constant "let me look at your acct and see what's going on." I have never dealt with such an awful company, or such shady and shoddy, customer service. Shame on you Verizon for not properly training employees and ensuring at the minimum decent customer service, and shame on all the employees striking, but not caring about the customers it's affecting and angering to the point the consumer looks elsewhere for service and then you won't be needed anyways! FCC, Attorney General, BBB need to start better regulating these businesses and hold them accountable for their actions. Or lack of! Disgusted!

Which brings me to my second complaint - the bill. I have been trying to cut down on the $200 a month bill I used to have and finally cut it back to about $65 a month, I think. I say I think because each month after I call and complain about the bill not being the amount I discussed with the representative from Verizon and I think I have finally gotten to a bottom line the bill comes in and guess what? Yep, the bill is higher than what was discussed, even when I use the emailed bill I have asked for from each Verizon rep. I am told they cannot find it in my file even though I have the emailed version in my file. Go figure. I have already set up one TV with an OTA antenna and love it. I get a better picture, great HD and 22 channels! Time for a complete change.

We called Verizon immediately and they scheduled an appointment for the following week. The technician did come and fix it. Great job, great tech, phone service totally fine. In the interim we kept losing wifi in our house. Computers, cell phones, nothing was picking it up. This went on for OVER A MONTH. I called Verizon almost everyday trying to fix it, getting new routers shipped to me. Also during this month I realized that I never got the 5th TV top box the tech was supposed to send. I called again and the rep said she was sorry and she would ship me a new one at no charge. I told her it was absolutely no rush and that we already waited over a month. I received the box the next day! I was surprised at the efficiency! I went to install the box (a simple job) and it just would not hook up.

Again, on the phone with Verizon, another very patient rep stayed on the phone and tried EVERYTHING to get this box to work. She asked if the installer tested the line - no. So she scheduled a technician to come out. At that point I asked, if the technician could also look at our wifi problem. She set everything up. The technician came out Feb. 20th. Excellent repair man. He came out, fixed the TV line in minutes. He said the initial installer did a terrible job and put the router in a place that had so much interference that our wifi could get to our phones/computers and the reason he put it where he did was so he didn't have to run any wires outside. Basically, a crap job that I paid $80 for. The repairman finished fairly quickly and everything was up and running. Perfect. Until my next bill. It was $50 more than I expected.

I called to dispute it, I was told I was being charged for the movie packages THAT I WAS GIVEN FOR FREE FOR A YEAR WITH THE PROMOTION. I explained that I was not paying that and I wanted my money back for the installation. I was on the phone with the rep for over an hour but it got rectified and she assured me that my bill will be correct from here on out. Until this month! (Please note that this is only my 3rd bill and I have had to call for each one so far). This month my bill was $160 more than it should be.

I called and the rep (who kept me on hold for 30 minutes "looking into it") told me she could not adjust my bill and the person who did my order (no name, only an ID number) would call me the next day to adjust my bill. I asked why it was so high. She didn't know. I gave her my cell phone number and told her that ID # so and so could call me anytime the next day. No call. I called this morning and I was on the phone for over an hour. This representative told me that the charges were for the repair for the disgraceful install and even better, the overnight charge for the TV box that they shipped to me because the installer forgot.

After demanding that my bill be adjusted, the rep came back and said that I was being credited for the install but the shipping charge was "legitimate". Well after I screamed that that was not happening because I never asked for it to be shipped overnight and it needed to be shipped because the installer did not bring it. The rep then fixed that part of the bill. Then he tried to give me a "promotion" of free movie channels. I explained that I had that already. So then he said "Let me see what I can do for you" and offered me a package that cost more than I am paying now. I laughed at him and told him no.

My call was sent to Frontier and I opted for customer service. I was promptly put on hold for 50 minutes before being hung up on. I decided to go to new services through the directory and my call was received within 10 minutes. My order was still in place but had been pushed back until the next day. Everything was still a go. I'd just have to wait all day for the technician to show up. Nothing looked out of place according to him and he "double checked and triple checked." So I again waited all day and around 3 I started to get nervous that I hadn't received the 30-minute courtesy call they'd promised would come. So I decided to give them a call. I got through fairly quickly again through new sales but was told I'd have to be transferred.

I asked if there was any way he could look me up like the previous rep had and he claimed he couldn't. I explained I'd rather not be transferred and have to wait for as long as I had before. He said the best he could do was give me a number in case it disconnected. He wasn't willing to help so I had no choice but to agree with call transfer and as predicted, I waited for over half an hour before I hung up and dialed the number he gave me. The number he gave me was an old number for their company. It wasn't valid and ended the call after prompting me on the issue with the number. Frustrated, I called and explained my situation to yet another rep who went back and forth through another line to get the right information.

I was constantly being placed on hold which I didn't mind because it seemed she was getting to the bottom of it all. I was grateful. Until that call was placed on a hold for a few minutes before disconnecting. I called again and told them my situation yet again, to not put me on hold, and I wanted answers. By now it was well after 5 and my installation was out of the window. She easily looked me up and apologetically told me that because of the transition from Verizon to Frontier everything has been pushed back so the soonest they could get someone out would be two weeks later.

I hadn't received so much as a phone call that no one was coming out even though she had seen a note that I'd been scheduled in for that day on her computer. She said there is literally nothing they can do but schedule me for installation two weeks later. I wasted two days waiting around and several hours on the phone trying to get a straight answer. I already didn't appreciate the company transition. That's not who I had chose to sign a contract with. The delay in service I accepted. I understand things happen. I feel like I've been jerked around and I am livid. All of these issues and I don't even have the service yet! Needless to say I'm looking into another provider.

Needless to say that, when I got my most recent bill and none of the charges were credited, I was none too happy. I am writing this review while sitting on the phone with Verizon again, being told that the charges will be credited on my next bill. I've been on hold now for 30 minutes while they complete the transaction. Can't wait to get next month's bill. Also can't wait until my contract is up.

I notice several reviewers said they also didn't get a notice from Verizon regarding the change of companies. Upon reviewing Verizon's security policy once again, they broke it when our accounts went to another company without our consent. I'm livid not only due to this transaction taking place without informing us, but also that Frontier's policy to "issue" P.I.N. #'s that we can't personalize for security is ludicrous. I'm seriously looking into the legal ramifications of all this & if a class action suit against either/both companies is a possibility. Too often we as consumers just idly let these companies leave us increasingly vulnerable to our having our personal information hacked. They also don't care to break their "policies" if they can make money.

Flash forward a week I was contacted by Comcast who made an offer in an attempt to obtain my business. Long story short I negotiated a free year of another premium channel with Verizon. Now the problem- I now have been billed for both HBO and Showtime and am being told that I have a two-year contract two months after subscribing. Upon contacting customer service (whom I could not understand most of the time) I'm being told that the invoice is correct and the terms of service were documented in an email that was sent after the service was installed! WTF!! Needless to say I never received such an email. In fairness it may have gone in the junk folder but regardless, how do they completely change the terms of service after it has been installed? I would not deal with Verizon again for anything.

Called for a little discount because having problems since 2014, they gave us a $5.00 off for credit. After all the problems we had with the TV. No TV. Not working. This Message comes up with (B) and a code. You hit a certain channel and your TV goes out. It's a disgrace what they charge. Years ago it was free TV. Who rob the airways... Pretty soon we'll have to pay for breathing the air which we do know. The last guy from Verizon did a good job. Have to give him credit...

We noticed that On Demand was no longer working right, and that our internet was also not working correctly. We received emails from 'some company' named Frontier Communications, that we had never heard of before. It simply announced that Frontier was our new provider for TV, Internet, and home landline telephone. When we called our usual Verizon Customer Service, to demand an explanation, it was now just a recording that told us to call Frontier, and gave us that number. When we called that number, we wound up talking to someone that (we think) was in India. We could not understand the lady. We asked to talk to someone in the USA, and the lady put us on hold for several minutes. Then, she came back and told us that in order to talk to someone in the U.S., we would have to call back -- the same number (???).

We called back and wound up talking to the same place. This second lady spoke somewhat better English, but could not answer anything about our being upset about being stuck with the "early cancellation fee" with Frontier and the bad service, after being dumped by Verizon, two days after their 2-year contract. We did NOT sign up with Frontier! We have contacted both our U.S. Senators, Representative, and our Governor and State Senator complaining about this. Our State Senator called us (surprise!) and we explained that SOMEONE should make it possible for Verizon customers SHOULD have the option to leave Frontier without any "Early Cancellation Fee". BTW, Consumer Affairs is FILLED with complaints about this, from CA, TX, and FL..

Apparently Frontier says they cannot help me because Verizon did not finish install. Again that wouldn't be so bad if it didn't take 6 departments and an hour and a half of my time to tell me that. Then after that Frontier said there is nothing they can do unless Verizon finishes install, so I call Verizon and they tell me, "I'm sorry we sold our Florida accounts to Frontier."

So here I am again wondering WHO THE HELL IS GOING TO HOOK MY HOME PHONE UP since both companies have decided it's not their problem. Good job Verizon with selling us off to the worst company and customer service I have ever encountered and you're not any better. Who is going to take responsibility for their screw up and get my phone hooked up? I'm very disappointed in Verizon. We trusted them as a company, I feel like they let everyone down in the states they sold to Frontier. I am going to make it my sole mission that everyone knows they have no problem writing their customers off. And whatever I can do to make sure they lose any future business I'm going to do it. Screw you Verizon and Frontier.

I was told the line would be adjusted by April 1, the next cycle. I waited. It is now April 4 and after having Internet for a couple of days, it completely dropped. No explanation. I called and now they are saying there is service outage in my area. Really? I've been trying to do my taxes and this disruption is making this process frustratingly impossible. Why aren't they offering cellular data for the disruption? These interruptions are costing me more than what I contracted for.

He kept referring back to charges incurring if he came out and it was equipment. I explained I understood but it's not an equipment problem, someone was already out and confirmed it's something with the wiring. He still wouldn't schedule someone. So after an hour on chat and then on the phone I got an appointment. The best was, she asked me if I wanted a text when they are on their way, I said "Sure," I was then informed it's an additional fee for a text!!! Really?! As soon as my contract is up, I'm done with Verizon FIOS. Worst customer service ever!

I called Verizon Fios tech support to find out it was not a DVR rather a standard HD box that did not have that feature. They transferred me to customer service so this issue could be resolved. I soon found out after the conversation started my bill is in fact $173 after tax and that the $137 was before tax. Also that my account shows that the equipment I got was what was set up. I mentioned to them a number of times what I was told and what I got were two different things.

After quite a while of going back and forth, they told me straight up that what I was told I was getting was not going to be honored. I asked to speak to a supervisor at that time and was disconnected. I spoke to somebody online via an instant messenger and after a while was told the same thing. That what I got is not going to change. A number of times through the conversation, they told me that my confirmation letter I received via email showed this. I had to remind them each time they brought it up that they had my email wrong and I never received this email.

Today I called with a small equipment issue that was resolved quickly. While on the line, I mentioned to the person I was speaking with that I wanted to set up my email accounts because the person I set up the account with told me I would need to do this over the phone. The person I spoke with told me I had already created one. Which I had to inform him was not true. He told me it was all set up when I activated my equipment and that I had to enter this info in. This is 100% incorrect. I activated my equipment using the wrong email info they had for me. It was off by one letter and found that up when I was speaking to somebody when I was trying to activate my equipment and having a hard time.

This has been a very tiring experience as I have been repeatedly told that every issue I am having is somehow my problem and not one person has been willing to assist me with this. They seem to entertain my problem only to tell me there is nothing they can do. I find this very hard to believe that not one person working for Verizon is capable of handing an issue. Oh and before I forget the email that I was told I created with Verizon when I activated my account, well when I log into Verizon Fios website it tells me I have no email, probably because I never set it up. I honestly feel that this has been a bait and switch. I know that is an overused and played out term, however, I was lead to believe I was receiving a service with a certain level of equipment and a specific price and now find out it was not what I received at all. I simply looking to receive what I was told by them I was getting when I set up everything.

So, the installer said we have no modems, only router/modems combined and everyone needs one. He stated the rep was wrong and misinformed. That is $10/mo. more. After installation on Friday, we went to watch an HBO show. Much to our surprise, we weren't given HBO and the rep didn't include it. HBO is $15/mo. extra. Now we go from $104.99 to $129.99 + taxes which I now do not know exactly, but guess $28 in taxes. Now I'm at approximately $158.00/mo. On top of which, they raise the price after one year $10/mo. which I agreed to not knowing what my additional costs would be.

All said and done, due to misrepresentation by a sales person on commission needing to make sales, my pricing was totally misrepresented. He repeated HBO back to me. I should have recorded it on my iPhone. They said the conversation is recorded. They looked and couldn't find who the rep was that took the order, nor could they find info on the order. I find that quite inconceivable. Is this ubiquitous amongst reps, deceiving the public. Hopefully not. So I called Verizon. The call took 25 minutes on hold, then after my explanation, I got a fast busy signal. Did he hang up?

I was polite, never agitated and just explained my situation. So, I called back again. This time I received a very sweet person named Bern. It took another 25 minutes to get her, then she put me on hold trying to get her supervisor and hold was another 10 plus minutes. I must say, she was sweet, apologetic and very dedicated. She said the supervisors were leaving and her supervisor was busy on the phone. She said she would personally call me back when her supervisor was available and would I mind. I said no, that was fine. She said give her 20 minutes. That was 3 hours ago. I'm wondering what the cancellation policy is if they won't compromise and I'm hoping I get a call in the morning. If they will compromise, fine, but I won't pay the amount for the router and the HBO. Thank you. BTW, at the conversation end, he said "Oh, there is an $80 installation service fee but you can pay it over 3 months."

Ultimately I was looking to cancel since I am & have been paying for nothing. I was told they cancel as of today. OK but what about the last week & a half I've had nothing or the two yrs of inconsistent internet service? Of course a supervisor has no access to that info although the reps acknowledged the number of calls I've made with no service. I asked for a zero bill, supervisor said there is no way they can waive $137. Seriously after 2 years of inconsistent service and weeks of no service with no service tech in sight! Stay away! Get Netflix!

When I stated that I hope they don't plan on charging me for services I won't get the agent said they could only offer a $25 credit. When I asked if I had another issue at my current address with my service if they would not come fix it until the 14th and they refused to answer. I believe that because Frontier will be taking over the services that Verizon is refusing to honor their contracts with current Florida customers. I have never had such a horrible customer service experience in my life. The same employees and technicians will be working. Verizon could send someone out if they wanted to, but they don't want to. This is a completely unacceptable way to treat customers.

After they came in and installed the system I realized most of the channels I wanted were not included in my "plan" and that looking for the channels I could get was like looking for a needle in a haystack. I called and complained. Again I told them what I wanted in my plan. They said it would be $5 more! I said okay. Again when I checked most of channels I had requested I could not access. A couple of days after, when I had time, I called again. After a long conversation, I realized that the clever people who put their plans together knew what they were doing. They had organized the channels in their so-called plans in such a way that no one plan would include the same of class of channels. That way they would be able to squeeze more and more money out of their customers.

In any event, I still agreed to another $10 extra to get the channels that I wanted. Again they lied to me. Soon I realized that still I was not able to access some of my favorite channels. They had just crowded my "plan" with a bunch of useless channels that I never watch. Besides, I have just found out that I do not have voice mail on my phone although I was told my phone service included that. I hope you won't be fooled by their deceitful ads.

Now I have been waiting 8 hours for them to show up. Four o'clock came and went. I called back again they now give me a time of 5. The woman who answered the phone said they overbooked for that day. Can you imagine treating people like this? My time is as valuable as yours - I work full time & have to sit around and waste my entire day waiting on them to fix a problem that was their fault. When I call and ask for a manager again they keep me on hold for over 30 minutes. Then after speaking to him for a short time he hangs up the phone on me. I can't believe how they treat people.

I pay over $500 a month for this crappy service and they can't even give me the common courtesy of a phone call. "Sorry our tech got caught up today or he is running late." They just didn't call or show up all day long and then the manager doesn't know how to handle the situation so he hangs up on a customer... really?? I waited all day from 8 am to 6 pm and they never showed up. How disrespectful of my time? I will be checking into going somewhere else. Don't ever go with Verizon!

Four different Verizon representatives (including our original salesperson, Andy **, the day we signed up) told us in no uncertain terms that we were guaranteed a 14-day FREE TRIAL, and if we were to cancel the service for any reason within that trial period, the service would be terminated and all charges associated would be waived. The 14-day period was actually extended for us, when we called on 12/23/15 (addressing some of our technical issues and letting Verizon know we'd be out of town) -- at that time, they offered to extend our trial period to 1/20/16, in order to give us time to try to work through the issues with Verizon technical support, upon our return from the holidays.

When we got back to town and tried to readdress the problems, to no avail, I finally called and canceled our Verizon Fios service on 1/14/16, within the offered extended trial period, and was assured even at that time (by a "Mr. **" in billing, with whom I hung up at 9:14 pm) — that we would have ZERO charges due on our account, since we were still within the 14-day free trial period. The cancellation request number given on 1/14/16 was: **. Here are the other dates of calls to Verizon customer service/billing, at which point our issues were made known, and we were repeatedly assured of the 14-day free extension to 1/20/16 and promised absolutely no charges would be incurred if we'd have to cancel within that time frame: 12/23/15 (@ 3/3:15 pm), 1/4/16.

And yet, despite multiple promises made by four different Verizon representatives, we are still receiving bills and being held accountable for charges amounting to $247.39. In fact, given these circumstances and multiple promises made of the free trial period, these charges have surely been made in error. I've tried calling countless times now to rectify this with Verizon, but I'm having trouble getting this properly addressed. First I spoke with a Tricia ** on 2/9/16, who could only waive our set-up fee, amounting to $80 or so, only a fraction of the bills total not acceptable. I spoke also (on 2/17/16) with another supervisor named Lindsey, who wouldn't reveal her last name to me (?!) Perhaps this was because I did let her know, in no uncertain terms, that my husband intends to take this directly to Consumer Affairs and The Better Business Bureau at this point, if this is not swiftly rectified.

I've since called again and have taken Verizon up on waiving the $80.00 charge, but Verizon is still holding us accountable for rest of the bill. And since I do not want this to go into collections and affect my credit score, I've gone ahead and paid the bill, even though we believe it is 100% unjust and should in no way be our responsibility, given these circumstances. Your help in getting this taken care of would be very much appreciated. Thank you very much in advance.

When I received my final bill I was billed for services from 1-20-2016 to 2-09-2016 and was told after several, I mean several calls that I have to pay for services I didn't receive - I spent hours on the phone with them and these reps don't know their policy or how to give out correct info. I used twitter and facebook and they responded since I was bashing their products and customer service, after two hours it was a big waste of time. The link they sent me was basically a robot who never answered my direct questions and I have screenshots of this. I feel this should illegal to charge me for something I didn't receive!

I will never do business with Verizon ever AGAIN this includes FIOS and Cell service. Last year I left them for my cell service after 14 yrs because they would not lower my rate for the 5 lines I had, they were not comparable to other companies, so why pay so much more? I wonder what happen to Verizon's customer service. They used to have excellent customer service but now it seems their call center is no longer within the USA. What a shame!!!

So the next day on 01/05/2016 I contacted them again and was told they would take care of it. Well I will take care of it isn't what happened. I had my phone ported on 01/16/2016 and called that day to release my phone but just leave the wifi service and was told it was taken care of. I explained that my daughter was staying at the home and I wasn't sure how long she would be there.

I get a bill from Verizon and I owe more than my monthly services were costing me. Called them on 03/08/2016 asking how I owed them $326.00 when I only had partial service. They have no records of my calls until January 20th of 2016 and made the changes. I never called them on the 20th but that is the only record they have of me calling. I disputed this and asked for a supervisor and he was arrogant stated that is what I owe. Told him to cancel the wifi and he told me I was under a 2 year contract for the wifi and basic cable. Now if I am moving and my daughter was there short term and I am selling the house why would I do a 2 year contract. So now my bill is up for over $500.00. Is there anything that I can do?

No one has been able to resolve this so they have my service address as East Syracuse NY and my billing address as Kirkville NY. So if I do not receive the $400 gift card I will terminate my service completely which until this issue I've been totally satisfied with. Why can no one at Fios fix this issue so my service address and billing address are the same. I'm totally frustrated and finished.

Bottom line: Fios internet is fast. Verizon services are in a major nosedive. If you look at a non-Fios provider, get a guarantee in writing stating their EXACT minimum upload and download speeds. If you can not do that, they are not being honest about the speeds. If you are looking for an honest provider, Verizon, Comcast, DirecTV are not for you.

I decided to check for myself to see if location of the router would make a difference. (I purchased a long properly rated cable, ran it through the middle of my house and conceded the router.) There was zero change. The router provided a signal for 5-10 minutes, and then complete signal loss. I contacted Verizon and was told that I needed a new router. I set up an appointment, new router was installed, it worked fine for about an hour, SAME PROBLEM!!! Long story cut short... I'm on the 4th router with no change, Verizon told me that I must be doing something to the routers, and refuses to help anymore. I'm stuck with Verizon Fios for 23 more months of terrible internet, & customer service, or I can fork out $20.00 per month for early termination! So pay... $460.00, or keep the terrible service.

Fios is very reliable for me with the exception of issues time to time with on demand movies choking. Needs to be more control on advertising, contract termination fees and the ability for a consumer to utilize his or her own equipment to receive and/or record the programming while paying for the reception of the signal with standard monthly fees at a fair market, competitive price.

Expensive for a system that doesn't deliver. Last time there was a problem they replaced the associated DVR. Goes out every couple of months. DVR replacement cost me 13 series that were on it so now have to pay for them again to watch them. Have told company I consider them in breach of contract and any further problems I will walk away. Their response was that they escalated the problem in terms of customer service but it could take 6 months to get back to me! That's customer service for an unreliable system? Would be nice to watch recorded program anywhere - but that would cost an even bigger fortune. Would like to be able to program DVR more than one week in advance and access the TV guide for more than a week! I travel extensively for work and inevitably things are shown without me being aware to set the recorder.

Installation was atrocious - literally, day into night and they had to switch installers because the first guy took so long. Also, re: above noted speed; don't feel FIOS gives what they say they do - they claim it is because wireless is slower but if I pay for 100/100 how is buffering still occurring. Once for about a week, I couldn't use my wireless phone after they restarted the FIOS router in my home! Again, feel the cost is not relative to the amount of channels/shows that are of interest. Consumers also should have a choice to opt in or opt out of commercial and/or on-screen pop-up ads because the cable cost realize a high profit from this but don't pass it back to the consumer. Our grandparents didn't pay for TV because of this; i.e., advertising air time is very expensive so this is how the providers made their money.

Reliability in terms of it being functioning is high; however, buffering is frequent so this aspect is not reliable in relation to purchased bandwidth. Consumers should be able to do online customization of channels that they want and get a price based upon this. I get so many channels that have nothing of worth, yet, I pay for them and don't get several that I really would like to have. Also, don't quote bandwidth in terms of landline [hard cable] so that, when consumers complain they are not getting the speed purchased, you can't claim that it's because they aren't using a hard line [WHO doesn't use wireless today?!]. Don't forget my having to watch ads without getting any discount for being forced to do so. Just think, cable consumers are PAYING to watch advertising done by advertisers, who pay cable companies to show them. Consumers lose here from every aspect.

Finally, landline phones are good to have due to emergencies but when I had this [a landline] it was originally an analog line so worked whenever electricity is out then FIOS told me they'd switch me the 'wonderful' digital line. This is how I found out that I had no telephone service at all - wireless relies on internet and internet doesn't work if electricity is out AND digital landlines, also, don't work when electricity is out. NOT smart 'progress.'

As stated above we're required to rent our STBs. It's very expensive and exploitative. Speaking of exploitative, they sell everything in large packages with the most desirable channels in the most expensive packages. So, we have to choose basic, with none of the channels we like, or an expensive package with many many channels we don't need in order to receive the few we do enjoy. I cannot recall the last time we've had a service interruption. In reality there is very little competition. Very little choice. Comcast is an absolutely horrible company. We have had awful experiences with them, so that leaves us to be exploited by Verizon, the lesser of two evils.

A week later I called them again to inquire where the router was since it hadn't arrived. The response I got was that "You don't need the router for those speeds as it is basically the same thing." I asked to be given what was promised and their end of the bargain to be upheld. She then wanted me to pay for it, which is preposterous because the previous representative and the online ad both gave a free router with the offer. I am going to take this to small claims court if I have to. Or at the very least, post on reddit and other websites about this.

I was able to receive the 175.00 credit. However they wouldn't take away the 20.00 internet fee in 2 years. They stated that they couldn't and that I should call them after the 2 years and they would give me better plans to enroll in and of course to extend my contract. I was planning on a nice 3 years without having to deal with an increase and now I still have to call back after the 2 years. I was so disgusted with having to fight with these agents just to get what I was promised in the first place and will definitely switch after the 2 years to a different service.

Make sure when you get a promise for certain services, to have it all specifically written down for you. If they refuse or say to not worry that they don't have to, walk away. You are better off staying with the company you are with. These companies are all the same. They lie to get you to join them and then give you grief if there is an issue. A good company would be concerned with their customers and want to make them happy. By the way, the internet speed was no better than my comcast speed. Unless you have a very slow speed, their speed isn't any better. Hopefully I won't have any other issues with them but it's early in the contract.

The sequence of events documented below adds up to 5 ½ hrs. of phone time to get a simple, routine install delivered by Verizon. I know that this document is lengthy but please note that many of the more minor “pain points” were not included to keep this as brief as possible. My only hope is that you have enough concern for your customer’s journey through your organization to read it over carefully. Company growth splinters process continuity and can easily mask problem areas to a point where management has no concept of what their customers are experiencing. As someone with over 30 years of technical support management, I would like to make you aware that Verizon has a severe case of splintered and inefficient processes that in no way enhances your customer’s experience. I highly recommend that an executive walk in the shoes of your customer to see how bad it is.

Summary of Service Request: I recently became a condo owner and had to switch the Verizon bundle package of a landline phone, cable, and the internet from the previous owner to ourselves. Since this is vacation rental property with tenants until the end of March, we wanted to make this transition occur with minimal disruption to them.

1. Called Verizon on 2/10 to request the name switch of services. We were told that the current owner had to disconnect the service first. Time on Phone: 20 minutes. Issues: The coordination of the two parties adds complexity for both the original and new Verizon customer. This process also impacts continuity of service, especially if there is a vacation renter involved who has paid for phone/cable/internet access as part of their rental fee. States such as Florida have a large number of vacation rental properties that change ownership on a regular basis that has tenants in place at the time of property transfer.

2. Called Verizon on 2/11 after speaking with the original property owner. Original property owner agreed that I would call Verizon and have him conferenced in to authorize the disconnection of his service. Spent an unbelievable amount of time in menu queues, being transferred, dropped and placed on hold. Arrangements were finally made to disconnect previous owner’s service on Sunday, 2/14 with our new service installed the following morning 2/15 between 8 AM and 10 AM. Time On Phone: 2 ½ hrs. Issues: Agent requested social security # to process the request. Process map or do a customer journey map on the following: It is a known fact and a recommendation of the government that you avoid handing out your social security # to others unless required by law. Data security has been a huge problem in our society.

I requested other means of becoming a client. Security questions were asked of me which "red flagged" me even though I knew the answers were correct. The agent transferred me to another department (different state). They requested that I send two forms of ID’s to them via fax or pdf file before my request could be processed. I was not in a location that would allow me to do either. I was then asked another series of questions to validate my identification which I passed. Since the first agent was no longer on the line, I had to be placed back into a queue which eventually gave me a different agent to continue the process. Asked if they had notes from my previous call so that they could look up and pass me back to the first agent so I didn’t have to start from scratch. They could not. I had to retell everything only to be then told that I was not placed in the proper queue that would provide me assistance on FIOS.

Placed into another queue for FIOS. Got another agent that I then had to explain everything to again. The previous property owner's service had to be disconnected a day or so before new service could be installed. This process does not allow for continuity of service, and if Verizon does not meet their service date (which happened in this case), the service downtime becomes a problem for the customer. Even though the same bundle of services was requested, Verizon had to swap out the old equipment and I was told that I had to ship it back. If a Verizon field person is on site to swap out equipment, they should be able to process the return of the old equipment (which is not mine). If Verizon has unsuccessfully tried using their field technicians in the past for this purpose and it that did not work, they should fix their processes so it does work instead of putting that responsibility on customers.

Again, this is vacation property that has tenants who are not as apt to be responsible for equipment return. Many property owners live out of state. Do your jobs! Don’t expect your customers to do it for you. We pay you plenty for the service you provide. I as so frustrated with this experience that I requested to speak with a manager. After a lot of time on hold, I was transferred to a supervisor who was not well trained on how to deal with a customer complaint. Didn’t seem interested in asking questions about the experience as a way of improving the processes. It appeared that her only interest was to get off the phone with me.

3. Previous Owner’s service was shut off on Sunday, 2/14 as planned. Tenant stayed around all next day, 2/15 and Verizon never showed or called for the installation of the new service. Tenant now without services that they paid for as part of their rental contract. I called Verizon for an update at 1:25 PM. Time On Phone: 2 hrs. Issues: No communication occurred explaining why Verizon field technicians did not show up or what their next steps were. The tenant saw a Verizon van in the parking lot but they never performed any work. I placed a call to Verizon at 1:25 pm on 2/15 and was on the phone until 3:25. In queue for approx. 10 min. Transferred, dropped and placed in multiple queues until 2:13 pm. This included conversations with what appeared to be “offshore” support employees that had problems with communications.

Each time I spoke to a new employee, I had to answer questions from the scripted process to describe my reason for calling. Where were all the notes from my previous calls for support staff to review? After long hold times for researching my request, Verizon support staff acknowledged that their customer database did not contain complete notes on my service request. Their notes showed only a landline request and that there appeared to be a problem with the phone # they were going to install. They support rep seemed very confused and uninformed about what happened to my scheduled installation. They offered to reschedule but several days out from the original scheduled date. I asked to speak with a manager.

After being on hold for a long time, I was connected with a Ms. ** out of the New York office. She took my phone # and offered to check on my request and expedite it. Called finally ended at 3:25 PM. Ms. ** left me a voice message about 1 hr. later saying that there was a problem that occurred that could not be fixed until the following morning (2/16) at which time they would complete my installation request.

4. On 2/16, our tenant waiting around the condo for a call from a Verizon technician and they did not show up again. Issues: Ms. ** called me approx. 8 AM to tell me that Verizon technicians were on site for the installation. Tenant called at 6 PM and told me that a Verizon technician never showed up. No communication occurred explaining why Verizon field technicians did not show up or what their next steps were.

5. On morning of 2/17, I called Verizon to inquire into status of install. Time On Phone: 50 min. Issues: Called Verizon support but could not get reconnected with Ms. **. No notes on my previous calls documenting her name or contact information. Difficult to understand conversation because of customer rep’s language issues. Asked to be transferred to a manager and was told that they had no way of performing that transfer. Had to insist on a transfer to management, threatened to call corporate headquarters and was transferred to a billing department in Arizona. Told the agent that I was not going to start my story from scratch again unless it was with someone that could actually help me. Insisted on being transferred to a manager. The only way she could get me to a supervisor was to stay on hold with me in a “supervisor queue”.

She said it was against their policy to take my phone number and have the manager call me back. I was in queue for 20 minutes with this agent when I had a meeting that I had to attend. She finally agreed to have the manager call me back but I received no call back for the remainder of the day. This was a waste of both your agent’s time and mine to have a policy that does not allow a call back to a customer. The day ended without any resolution.

6. Verizon finally showed up for the install at 8 PM on 2/18. I just heard from my tenant who told me Verizon technicians did not replace the old equipment as they said they would so there was no need for an equipment return. My concern now is that I will receive a bill for not returning old equipment.

Verizon still has my bill for so called service about $25 higher than it should be. After they got the fax working, I lost phone service. Then, I had to call again. Got phone back, then I lost my web page through Verizon. They said I would have to reorder the service. Well who removed it, as I did not request it to be removed! I will not recommend Verizon to anyone. Their ads on tv about them being the best service etc is a big lie! They really need investigated.