Verizon Fios

Yes after 5 days or so Verizon eventually got our internet service running again, but the problem is far from resolved, and Verizon is still using OLD faulty equipment at our apartment complex location, and Verizon is still exhibiting total incompetence both through Customer Service and with their technicians at my apartment complex location, as this week it was MORE of that incompetence when a Verizon technician accidentally unplugged my service while turning on service for a new tenant in my apartment building, and as such my family has lost service again!

Verizon has wasted thousands of dollars of my time in the past year 1-1/2. Verizon has wasted hours and hours of my time, many multiple times while communicating with Verizon's customer service as I trying get an appointment for repair, then I sit around for for many more hours, many multiple times waiting for Verizon's technicians to repair my Fios service. All those thousands of dollars lost due to Verizon's incompetence and faulty equipment, and they sent sent me a Text notification of a $6.64 credit to my account. My Verizon Fios experience over the past 18 months has just been one incredible disappointment after another.

Original Review: $1,000's of dollars lost due to Verizon's faulty equipment. We have lost our internet service to our Apartment Building 5 or 6 times now. Verizon has a faulty box of some sort that supplies our Apartment Building. The tenants in this building lose connection for days at a time and sometimes over a week at a time on each instance. This year on 12/24/2022 at around 3:30pm we lost our internet connection "on Christmas Eve" and for the following 4 days, our Children could not even use their new Christmas presents...And they're on Christmas vacation from school! All because of Verizon's faulty equipment! 4 days later, I took time off from work "again" to meet the repair tech, he did fix the problem with Verizon's equipment and we regained service... But only for 3 days!

Today we just lost our Internet Connection again 1 day prior to New Year's Eve. I wake up to find no internet. Connection is out again! Yes the kids are still on Christmas vacation... Now I'm on the phone trying to contact Verizon again, losing more time and money from work "again" as I try to get Verizon to repair or replace their faulty equipment! Verizon has us paying good money for a poor connection, faulty equipment and slow repair service, plus all the many hours I've been forced to lose from work on the phone with Verizon and all the many hours I've taking off from work to be at home for repair technician appointments as well.... And Verizon just keeps sending me the bill. What about my bill for the thousands of dollars in lost time/income dealing with Verizon's faulty equipment!

Look I am in a position I cannot get online and I do not use that email address they have on file. All I am asking for is a simple request for account balance. Even credit cards provide it by calling, supplying an account number, maybe other info and the AI tells you the balance.

Another complaint, I wanted to block calls (mainly spam) from my line. The support at Verizon FIOS was impatient and told me it's this whole process and I need to access my email address and download their mobile app. I do not possess a mobile device because the one I had from Verizon FIOS could never receive calls for some reason even though I paid every month so I got rid of it. Well I called them months later asking again how to block calls and the lovely lady I spoke to told me a simple method using my channel changer to go in the menu option and select call logs where you have the choice to block certain numbers.

I use to work for Verizon back in the day when it was POTS and copper lines. I understand the advancement of technology created changes and with it come conveniences. But this company seems to want to insert inconveniences to the customer while charging high fees. I don't need to pay elevated prices only to be hassled when I call for customer requests. Xfinity, COX, even CenturyLink have an easy to use system to provide for your needs. I think it's time for me to change my provider.

1. I worked with a young lady, named Nicole. I made one phone call to my friend, Craig to help me with some initial phone choices.

2. I was going to be a new customer with the opportunity for free (not so free) equipment.

3. Chose Google Pixel 6, Samsung T227 Galaxy Tab A7 Lite, and Google Pixel Watch.

4. I was told there was a restocking fee of $50 if I did a return.

5. I switched my T-Mobile number that I had for years to Verizon

6. I did not know I was going to be charged for three lines, each device having its own. This was not discussed. To my surprise, this is what happened with a charge of over $277 for phone line services. Second surprise.

7. I went to Verizon in Hernando on Saturday and I was told that the exchange could not happen due to computer issues, it would be two or three hours. I went to the store with my two friends, Craig and Jessica. Craig asked the Sales Rep about earbuds and the rep was able to look them up. He also said that the folks that were sitting and waiting were waiting on their phones. I should come back and see Nicole on Monday. Seems like if there were computer concerns, everyone would have to come back. He told me to just see Nicole. I should have been assisted. It felt like I was being brushed off by someone else. Very sad, as I am disabled and it takes a lot for me to walk into the store.

8. When I returned the devices on Monday, there was a $50 charge but not for everything…$50 for each device. This was a surprise to me. Nicole came over to another salesperson, who was working with me (and I brought my friend, Jessica again) said to do the return, and walked away. She was not nearly as nice since I was returning everything I had purchased. She was very nice to me upon the purchase and I even said that to her supervisor. Sad, now that I am no longer a customer, to be snubbed. That same supervisor came over to the desk, where I was being helped by, I believe Michael. I can’t say for sure, because my refund paper works says, Nicole and Henry. He spoke to my friend, Craig who was trying to explain that I had no clue about three restock charges. Henry said that this is policy.

9. I purchased a charger, screen protector, and case. I was able to return the case but had to eat the cost of everything else. Apparently, you cannot credit or return accessories. I did not know this. Not never had an issue with T-Mobile.

10. After sitting for what seemed like hours, I had to pay money to upload the information from my Verizon phone back onto my T-Mobile phone.

11. I have to remark, the sales clerk even had trouble getting a hold of a Verizon customer service rep on the phone. After all of this was completed. We left.

12. I called Verizon and spoke to Lisa, who was very concerned about how I was treated as a customer, especially since I am disabled and it is very difficult to sit or stand in one place for very long. She said she would get me a refund and have me put back to New Customer Status. We would discuss sending me a phone and I would be reimbursed my money. The only thing I had to do is turn around and drive back to the store and make sure that the equipment was listed as returned. She could not help me with the three phone numbers still being active. This was supposed to have been done in the store. So, once again, I am back at the Verizon store. The same gentleman assisted me and my friend, Jessica. He said it was taken care of on his end and documented that Lisa did not see it obviously. He called Verizon. While we were sitting in front of him, the Verizon phone rep, put our salesman on hold, then another person got on the line. Our salesman started talking to him and the gentleman on the phone RUDELY suggested that our sales rep was racist. This is happening in front of us, the customer. Michael (I believe that was his name) was very professional. Told him he was going to hang up, get a different rep and report this. They exchanged words and Michael hung up. Our salesman was wonderful and professional. He apologized for the phone rep's behavior in front of us. Appalling. Lisa (Verizon Rep) did call on my friends, phone since I didn’t have a phone at this point.

13. I was there till 5:30 pm now and left to go home. I arrived home at 6 pm, in the dark, when I have issues driving, of course, this was very bothersome. All this time was spent trying to just get a return and a new phone. Never in my wildest dreams did I expect to spend six hours total at this store. So, now I am home and getting T-Mobile on the phone. I had to use my friend, Jessica’s phone because I clearly needed to get my service back and I can’t be without a phone due to my disability. (She lost work pay by staying with me)

14. T-Mobile was incredible. The problem was, I was never given a transfer pin. So, I called Verizon and my T-Mobile rep was going to call me back in twenty minutes. It took longer, but I did finally get a PIN. I gave it to my T-Mobile rep, but it was wrong. Another T-Mobile person was patched in to help. I called Verizon back and I had to have T-Mobile Rep, now Ann on the phone. The rep from Verizon did not understand, I could not get anything texted to me for verification, because I didn’t have a cell phone. I explained this several times. I kept asking for a supervisor.

15. Note to all, I must have asked for a supervisor on every call and no one was available, ever!

16. Now, back and forth with Verizon to verify me, finally happened, but not without tears from me and my friend calming my nerves down. I was never treated so poorly in my life. I tried to explain I needed my phone back on tonight. My friend missed work due to this situation, because she could not leave me without a phone to make these calls to Verizon, which should have been taken care of when I left the store to give to T-Mobile.

17. Finally, and thank God for T-Mobile, I was able to get my old number back. But they said they would have given me a temp number due to the fact I have physical limitations and really needed to be safe, I needed a working phone.

18. Exhausted and in pain from what I was put through, I decided to wait till the morning to speak to someone about finding this “LISA” to get me reimbursed and talk to me about the treatment that I received. She was appalled. She said this is not how Verizon handles business. Apparently, Lisa was wrong, because it was the worst customer service e I have ever experienced.

19. Today, December 6th, 2022…I made many attempts to call Verizon to have someone assist me with this issue. Never a supervisor is available. I was told to write Verizon. It talks about three to five days for even a response. I took the address, just Verizon, PO Box 408, Newark, New Jersey, 07101. They will be getting this letter.

20. I was told that Lisa was being asked to call me. It is 6:40 pm and no call from Verizon. I will be going to Verizon in Brooksville on Friday to see if someone can help me face-to-face.

21. Money lost, treated so poorly, and taking forever to get anyone to answer the phone at Verizon. No customer service.

22. So, here I sit, back with T-Mobile, but I am moving on Monday to an area where the only cell service that really works there is Verizon. I cannot afford to not be a new customer, as their plans and phones seem to be the most expensive out.

23. I will be going to my bank to dispute the charges. It is so sad this experience has left me wishing I have to be with Verizon. I wonder if others are having issues.

In closing, I wanted to be very clear about why I am so unhappy with the product and with the lack of customer service I received. The staff knew I was struggling in the store, due to my physical changes. I explain that same scenario over the phone, but no one cared. It just seemed scripted. Very sad. I have tried to do this complaint by the protocol, and chain of command and I have hit a brick wall. No one cares. I have tried to be polite. I did cry on the phone because I am out a lot of money and I don’t have a phone.

I understand policy and procedure, I worked in administration for a large portion of my career in healthcare. I will be complaining to the Better Business Bureau. I will be going on social media to let others know about my experience, so they don’t have to go through this. If you don’t have to use Verizon, I would stay away. My own personal experience. I will be contacting a consumer protection agency to see if they can investigate this situation.

I am sure there are people out there that enjoy this service. I wanted to be one of those customers, but sadly, that did not happen. So, I am in a situation where I am moving on Monday to a place where I can’t get phone service, I am disabled, so this should be interesting. If anyone has any ideas, I would love to hear them. Please send me a message on Facebook or Instagram.

The second visit was a no call, no show. I had to call and scheduled a second visit using a time they had available, So I chose a Monday between 12-2. Here we are at our third visit and they cancelled 11 minutes before they were scheduled to arrive, again through a text message… I called and went through the automated service to eventually get to a human. The person picked up the call, breathed into the phone and hung up. I couldn’t believe it. I can only assume they knew I was calling about the cancellation and just didn’t want to deal with me. I don’t understand it. We pay almost $200 monthly for the service, we also use Verizon Wireless, not to mention we’ve been with them for about 13 years and this is the type of service you receive in this day and age, it’s ridiculous.

UPDATE: Spoke to customer service, they were apologetic and rescheduled the appointment. Fast forward two days to the date of the new appointment and They just cancelled the appointment for a fourth time 30 minutes into the time window they were scheduled to arrive. I’m astonished… they are officially the worst company I’ve ever dealt with.

I left Comcast because their customer service was awful and now I’m leaving fios for the same reason. Once a company gets so big, they really don’t care about their customer complaints because there’s always someone else to fill your spot if you leave. This is the exact reason why there needs to be multiple companies in any specific field. This explains why people are cutting the cord at such a high rate.

We’ve reached our monthly limit for hotspot data. Verizon is THE WORST service provider I’ve ever experienced. I’ve had AT&T and Verizon, and Comcast growing up. This has been the slowest internet, even when it works, that I’ve ever experienced. We have the fastest option while plugged in directly via Ethernet, and it’s still so slow that streaming on one TV and nothing else, it can’t maintain a clear image for more than an hour.

I got the router in the mail and spent hours on the phone trying to get it set up but turns out he didn't set it up properly. I had to go into the store (with my newborn) where I spent another couple of hours and they couldn't fix the original router so they have me another one and said they couldn't take the original one, but they would send me a packing slip to send it back. They also informed me that they wouldn't be honoring what the salesman said, even though I had him on video, and that the $50 was just for the internet and it was only guaranteed for 2 years.

For some crazy reason, I still wanted to give it a shot. The internet was fine, but the packing slip never came for the original router and my customer service experience had been so bad at that point that I decided to cancel my service. I went in to the corporate store and they said I had to go to the store I got the router from. I drove across town (again with my newborn) where they told me they couldn't take it either. I called customer service and finally got someone to cancel it and was told they would send a box and label for the two routers and I wouldn't be billed. Hallelujah! I was finally going to be done with this. Wrong.

I got a bill for $50 after I was told I wouldn't be charged. When I called to ask about it I spent an hour getting transferred to (not exaggerating) 8 different people in completely different departments that had nothing to do with the question I was asking. Finally I got sent to a person who said don't worry about it and just send back the equipment.

A couple days later, a tiny box comes in that I am supposed to use to send back two big routers. Great. At this point, I'm beyond ready to be done with this company, so I pay to ship it back through UPS. Over the weekend I got another bill, so I called today and spent another hour on the phone getting transferred again to 6 people before finally getting to the person I needed who told me just to ignore the bill. From the salesman who didn't know what he was doing to them not honoring his statements to the hours and hours I spent on the phone and in-store just to return the routers, this has been literally the worst customer service experience of my life. Even if Verizon is cheaper, do not do it! It will not be worth it and the day you actually need to contact customer service you will regret your decision. Please save yourself the trouble!

While that was bad enough, it set off a cascade of additional FOUL-UPS and SHODDY WORK by Verizon that left me unable to perform my freelance job, cost me income & time, and caused me days of aggravation. Among other things, a Verizon rep also mistakenly DISCONNECTED my XFINITY CABLE service, leaving me without TV for a day and a half, which I need for work. It took three visits by Verizon techs to fix what previous visits got wrong. This caused me great inconvenience and disruption. I had to reschedule multiple appointments because I had to be home when the techs arrived.

I spent HOURS on the phone trying to resolve these problems and was regularly met with substandard customer service – including being repeatedly transferred from one Version department to another because the reps were ill-informed. Further, despite being assured that Verizon reps or supervisors would call me back on one matter or another, NONE ever did. Verizon’s response: “We don’t compensate for inconvenience.” And a Verizon corporate executive, after recounting her own problem with a cable company, summed it all up by saying, “That’s life.”

CHRONOLOGY OF THIS MISERABLE EXPERIENCE: April 15, 2022 – I called Verizon to simply update my auto pay information. I had changed banks and needed to change my checking routing and account number. I spoke to rep “Jerome.” Had a pleasant conversation, though he pushed hard to persuade me to sign up for Verizon cable. I listened to his pitch, told him it sounded good but wasn’t ready to make any changes. I asked if there was a way to contact him if I did decide to change cable from Xfinity so he could get credit. He said no. He proceeded to pitch me again. And when I said no, his tone changed. All of this can be confirmed by listening to the recorded call.

April 19 – As I tried to log on to work from home at 3 a.m. (I am a freelance news editor), I discovered my Internet was not working. I called Verizon and they scheduled a tech for April 20. (The Version rep I spoke to said NOTHING about my service being disconnected. WHY? Wasn’t that info available for the rep to see?) April 20 – The Verizon tech showed up and discovered my service had been disconnected by Verizon. The tech was decidedly annoyed that he had been needlessly dispatched to my home since there was nothing for him to fix. April 21 – I called Verizon to report this and was bounced around from department to department. I also suspected fraud in disconnecting my service. I requested an investigation into why my service was shut off. Rep AJ said it would be looked into. She said the disconnect order had been placed on April 15. AJ said she would get back to me on April 28. (She never did)

April 21 – I recalled that I had called Verizon on April 15 to update my autopay information. I suspected Verizon rep “Jerome” had either mistakenly put in an erroneous disconnect order or did so in anger because I wouldn’t sign on to Verizon cable. April 21 – Called Verizon to give this information to AJ, who was not working that day. Spoke to supervisor Ms. ** in “verification” and gave her the info and asked her to ask AJ to call me. AJ never did.

April 21 – Verizon informed me that my previous service could not be restored because Verizon was no longer supporting DSL. I would have to get FIOS. I expressed my strong disapproval. My DSL was functioning beautifully and my service was fine I had no interest in FIOS. I said I wanted to be restored to what Verizon had WRONGLY removed me from. And I said I wanted my service restored IMMEDIATELY so I could work at my job. Verizon rep said that was impossible. The Verizon rep said I would not be charged the $99.99 installation fee. That was hardly a significant concession. I was FORCED to switch to FIOS – or leave Verizon, which at this point I could not do because of my need to have uninterrupted access to high-speed Internet and my extremely overburdened life. OF COURSE Verizon should not charge me for the FIOS installation fee, since I had no choice.

April 22 – Verizon tech Robert came to hook up FIOS. But, due to a misunderstanding, he used the wire for my Infinity cable to connect to FIOS. That meant I had NO TV SERVICE, which I rely on to do my work. The misunderstanding came when I told the tech I had Verizon landline, DSL and cell. He asked if I had cable. I said no because, in context, I interpreted his question to be whether I had Verizon cable, which I don’t. But he interpreted my answer as saying I had no cable at all. Would’ve been far better if he had been specific instead of making the erroneous assumption that he did. Regardless, I was left without cable or TV, which I needed for my work.

April 22 – That tech, Robert, also screwed up when he set up an online account for me. When I tried to go online on April 25 to sign up for auto pay, the username & password he set up did not work. So I had to call Verizon to straighten out another mistake by Verizon. Verizon customer service rep Nitu ultimately fixed my access. More needless time and effort spent by me due to Verizon’s mistakes

April 22 – Same tech, THIRD mistake. Robert hooked up FIOS by plugging in to an outlet that is controlled by a light switch. When I turned off the light that night, the FIOS equipment made noises and shut off. More noise from router when I turned the light on. Clearly, this was the wrong place to connect the router, etc., and no doubt would have harmed the router.

April 24 -- When I called Verizon customer service to complain, rep Naveen actually said this: “Why didn’t you tell the tech about the light switch?” I am the customer. I have NO KNOWLEDGE about electric matters, nor should I. It is the TECH’S role to know how to do HIS JOB. But this rep actually tried to put the onus on the CUSTOMER?

April 24 – When tech Robert installed the router and other wires, he left the cables & wires in a tangled heap. (I have a photo which I will provide.) The router’s cable was short and Robert did not come prepared with longer cables & wires. Instead of going back to his truck to get the proper equipment, he just jerry-rigged the set up, including connecting to the outlet controlled by a light switch – which was clearly visible. April 25 – Tech D’Angelo re-installed the router, etc., with longer wires and checked to make sure everything was working properly. FINALLY, it was.

May 11 – I called Verizon to register my detailed complaint and to request a response from Verizon. I was connected to Matt, a supervisor in billing. I asked to whom I could send this long chronology and request for Verizon to address what it has caused. Matt told me there was no way to email my complaint. He also said that Verizon didn’t have anyone who could address complaints such as mine. I was surprised. So I then advised him that I have the name and email address of Verizon’s senior vice president for customer relations and offered to provide it to him. He did not reply. He asked me what I want.

I said I want Verizon to tangibly acknowledge that its actions in this episode are unacceptable and that the company will demonstrate it believes in making up for its errors by providing compensation to those customers who have suffered financial hits due to Verizon’s mistakes. I said it is common practice for companies with integrity to do just that. Matt asked me how I know that. Apparently, he is not well-informed about the consumer practices of the best companies. I asked for three months of credit for my services. He told me the most Verizon would grant me is $50. I asked him what he would think if my experience with Verizon had happened to him. His reply was extraordinary: He said he would re-evaluate his choice of companies. While likely an honest reply, it served to effectively let me know Verizon would be fine with me going to a new company. I suggest you review the recording of the conversation.

May 19 – Nancy **, Verizon Senior Vice President, Consumer Sales & Service, called to reply to the email I sent recounting my experience. She, of course, “apologized” and offered me a $50 credit and said Verizon does not compensate for “inconvenience” (Understandable, since the company would go bankrupt if it did.” She recounted her own bad experience with a cable company and, essentially, equated it to my experience, and shrugged it all off as just “life.”

IN CONCLUSION: For the record, I have found NO IMPROVEMENT in speed or anything else w/ FIOS. Days upon days of disruption, aggravation, lost income. With no benefit as a result. That’s the bottom line of this miserable episode. All I have received is a symphony of Verizon’s “apologies.” If my life were not unduly complicated at the present time, please know I would abandon Verizon ASAP and sign up with another company now. But I am stuck until I can.

UPS Tracking showed it was delivered to the front door 3 days before we moved in. Called customer service and was told I need to file a police report and they are charging me for both routers if they send a new one. I told him to forget it and cancel my order and service (of which they turned on on the 18th also, 3 days prior to us moving in!). He gave me a hard time about cancelling and finally cancelled but said they were going to charge me for both routers plus a month of service. THEY ARE THE WORST CUSTOMER SVC EVER!! I was considering switching all cell phones from AT&T to them as well after being a loyal AT&T customer for 4 decades. I WILL NEVER USE VERIZON for anything.