Verizon Fios Reviews

On Feb 4, 2008 Rosa (Union) Stephanie (Verizon) and myself on a three way line and again Rosa gave her all the numbers again and Stephaie (Verizon) said she would handle it...not to worry. I called Verizon on April 12 because I still have not received my payment of $150.00 and because Verizon sent me a router that didn't work and I returned it. They show it was returned and I would get my $107 plus some cents very quickly.

May 19,08 I contacted Lisa Marie (Verizon) Rosa (Union Bank) and myself on another three way and she assured us that all we had to do again is send all the information we've sent at least 3 time...again and there would be no more problems. In the meantime I asked her about the router and she told me that was another department and even though it shows Verizon received it I would not get my credit until that department got around to it but she, Lisa Marie would do everything in her power to solve all my problems.

I keep getting late payments even though I'm over paying as it is and I get shut off notices every few months. I have fibromyalgia and stress is one big factor in my paid level. I am in bed 98% of the time and when I get under a lot of stress my pain gets out of control. I am on a fixed income and I've tried my very best to get this problem solved but my health is taking a toll on me and I need help.

We finally resolved the issue with help from our DSL modem tech support line as they were use to dealing with Verizon issues. I have continued to try to contact them but failed again today with the same message. I have had better luck with on-line chat with tech support, but how can you do that if your internet connection is down. They have a serious issue with their lack of providing available tech support!

2 days of no one at our church (2 Pastors, admin assistant, and accountant) being able to access the internet.

A friend has experienced the 'hum' after having FIOS installed also. He ran a new line from the FIOS box on the ouside of the house to he phone panel in the house that all of the phones are tied into........it worked for him. I have had MCI (who unplugged FIOS and made the problem disappear) and VERIZON out several times and the problem is still not resolved.

The Manager (of) - Network Operations/Tier 2 Broadband IP Technology/Customer Response Team believes the problem is with the 'sending station' or the line between the stations.....an MCI problem (since the service is with them). I have since contacted the Public Service Commission, who overseas the public utilities in Maryland and guess what......VERIZON OWNS ALL THE PHONE LINES 'CUZ THEY WERE THERE FIRST.

I am unable to conduct business from my home office as the 'hum' or interference on the phone line is so strong I cannot hear who's on the other end of the line. I have wasted at least 40 hours of my time tracking down technicians, making customer service phone calls and trying to get anyone who knows a real, live, person in the office to take the initiative to think out of the FIOS BOX I have incurred $180.00 in service fees from MCI, lost countless hours of @$135.00/billable from work and have purchased new phone equipment.

Then I called AOL. I talked to one person after the next and sent to many different countries with employees who couldn't be understood. They kept sending me to the tech department who couldn't help me. They sent me to AIG insurance because they said that I had insurance that would cover my computer malfunctioning. AIG said they only insured damage if someone spilled something on the computer. Dead end after dead end. So I called Verizon because the problem couldn't have happened if they hadn't allowed the computer dial a long distance number.

To sum it all up I am left with this 3,000 phone bill when I feel that it was not my fault. I was never able to speak with anyone at Aol from the US. I don't think they even know what I was saying. I am so discusted with both companies because I have been a loyal customer to both for 15 years.

During this same time my husband who was the primary breadwinner of our home had a heart attack. He has been unable to work for the past year due to his bad health. There is no way I could pay this bill if I wanted to. At this point I am fighting to feed my kids and keep my house.

Here is the solution: I had similar problems getting the TV. Verizon installed the Triple Play in Jan. and I received the gift letter 6 weeks later. But, the offer was for a camcorder (which I didn't want) not the TV. Made multiple calls to Verizon Rebate and Eligibility centers -- conflicting answers and no-one seemed to have any record of what was going on. Was told a new letter would be sent -- never received. Was told the TV would be shipped -- called back a week later and no-one had any record of this. Wrote to Brian A -- no response. Frankly, I think the Verizon reps will simply say and promise anything to get you off the phone. Since you can't reach them directly, there is no accountability.

Finally, in April, I followed the advice above, and filed a complaint with the Better Business Bureau. Within two weeks someone from Verizon actually called me. And get this, she actually left a call back number and actually answered it the third time I called. Had the TV about 2 weeks later. Of course, it is a stinkin' Zenith, not the Sharp Aquos. Picture quality is so-so, but, fortunately, I have not had the major problems discussed above. I have never used the BBB before, but they were terrific. If you want relief, take my advice and file a complaint with them. This was one of the most frustrating consumer experiences that I have ever had.

I called several times over the course of the next month to check the status of the reduced bill since I had only used 4 days of services on the last bill that I had received. I had also received calls from Fios telling me I had not returned my equipment and that I could not have just Fios services without a phone, that they needed my credit card number to bill for these charges. I assured them that those services had been disconnected and I returned my equipment, they agreed, and once again I thought all I needed was a reduced bill. It has been almost 3 months and after approximately 7 hours of telephone calls to Fios, I have figured out that they opened another account in my name and billed me for Fios services at the address that I no longer lived at. It took so long to figure out because they held 2 billing cycles for both accounts and mailed all 4 bills to my old address (even though I provided my new address to them when I moved) on 5/15/08- I have the envelopes with the yellow forwarded sticker. I have not received an adjusted bill, in fact I have 2 accounts now.

On one occasion I asked my call to be forwarded to a supervisor and after she was rude and would not let me explain the situation (since I am the one that knows what is going on and what needs to be done to remedy the situation) I asked to speak to her supervisor and she told me that she did not have one. Everyone has a supervisor in a major corporation such as Verizon Fios. At this point after 7 hours of telephone calls I believe the proper credits will be issued, but I was told that it could take up to 4 weeks for the credits to be approved by management. I filed a complaint with the Better Business Bureau and now have a personal rep that says she will get it sorted out, but a couple of weeks have passed and it is still not corrected. I have paid an estimated portion of the bill, to cover the 4 days that I used the service. I am considering paying the bill in full and then filing a small claims suit to recover the monies.

I have spent approximately 7 hours on telephone calls to sort this situation out- which is lost time since thier call center hours are during my working hours only. They may have also filed a late payer mark on my credit since it has been 3 months and they think I still owe them money.

Keep getting told to wait - what was supposed to take 3 weeks has now turned into 5 months! I wish we could move out of Verizon territory -

While signed in, we elected to pay the bill due ($98 automatically inserted into the amount due and amount being paid box). We used a different credit card other than the card that was on file, a card with a different name. We chose the option to charge the credit card for a one time use only. A couple of days later, I found out verizon did not debit the $98 online services said was due. Verizon took debited $198.36 instead (unauthorized!).

I called to inquire about what I felt was a mistake. I got the run around for more than two hours because we did not have verizon phone service. I did no have the account number because I was calling from work. One representative told me they could not locate the account by name and they needed a home number because they could not find the account using our cell numbers. They gave no resolution or answers as to why I was charged $198 for FIOS TV and Internet services.

I asked verizon to discontinue online billing services and to send me a paper bill. April came and I realized we did not see a bill. Once again I tried going online to view the bill but was unsuccessful. I called Verizon asking why I have not received a bill and if I could have one mailed to me. While on the phone with the representive, I asked if I could speak to someone in FIOs billing. Once again, I was told they were unable to see the bill nor could they tell me what my actually bill was or what I was being billed for.

I called Verizon to dispute charges, after receiving April-May and May-June bills with two separate billing account numbers and charges with different amounts for different services. I called to speak to a manager, hoping she could clarify what was going on with our billing and she forwarded me to different departments that had no answers. I pretty much got the idea that they were indirectly telling me, we do not care about extra charges or what your concerns are. Just pay what we tell you to pay. Let us regulate your money and we were supposed to except this. Not!

Debiting an unauthorized amount made me late for another bill. Constantly, being transferred, put on hold, or held on the phone for more than two hours at a time has caused us to accrue a hike in another monthly bill...our cell phone bill. The account holder is at risk of having negative marks on his credit report. Not to mention the mental distress of having to deal with such poor customer service.

Where is the California Attorney General on this one as you can see the fraud and deceptive advertising is wide spread. What really angers us is that they have a good product and we were glad to finally get rid of cable. Four friends and family members signed up for FIOS based on our recommendation. But never in my life would I have imagined a telecommunications giant like Verizon would engage in criminal practices.

Our trust has really been damaged here.

Promised an additional $100 gift card American Express. Hasn't happened. Promised 10kb upgrade for only $5 a month, Also,hasn't happened. Promised by their head tec support guy that he could have me up and running in 5 minutes if he would allow him to call me back the day of my installation by 7pm. Never happened. He called @ 10pm all sorry. Had to have my neighbor come over and figure out the problem. Called Verizon FiOS once afterwards about another tec problem only to be told that FiOS wasn't ready to deal with Apple yet. That's wonderful. Why wasn't I told this at the time of signing?

They billed me up to $5000 and they sent me to collections.

December 14, 2007 Called customer service, spoke with Dana, transferred to Susan who stated that the order was showing completed.

Then Susan transferred me back to orders to speak with them about installation. Spoke with Mario. They will send out an engineer. (I have canceled Brighthouse, so I have neither internet or cable service). December 22, 2007 Called customer service and spoke with Dori. She called Dispatch. Offered a $25.00 credit to account. Still no service or installation. December 28, 2007 Called customer service and received an estimated installation date. Can't even remember when it really was installed.

January 4, 2008 Called customer service. Spoke with a representative at 866- regarding TV. Spoke with Mark who transferred me to Matt. Was told I would receive information on TV, would receive a voucher in 4 wks. Matt apologized for all the inconvenience; stated after I

received the TV, he would send me two American Express gift cards for the total amount of $200.00, and that not only did I receive the $25.00 credit toward my bill, he would credit the entire first month bill. Matt stated he would call me around billing day Jan. 31, at 9:30 am to make sure all was well.

February 2, 2008 Called customer service. Matt no longer is in this dept., has been transferred. Spoke with Hani. Stated $131.72 was waived on bill, and he will resubmit voucher for TV as it still was not received. 2/2-3/30 Many calls to promotions, billing--no results. March 2008 Called customer service, transferred to escalation unit. Spoke with Maddie. She stated that she could see the notes, where I was promised the American Express gift Cards, but that it was necessary to wait until I receive the TV. Called promotions, 866--no satisfaction.

I think this is the point where I should explain, that every time, and I mean every time, I called Verizon, and you can check my cell #--I was either on hold for 40+ minutes, or even after giving my cell # to the rep in case we were cut off, they could call me back, was never called back. There was one time where I made 2 calls, because I was cut off from the first call, and not called back, driving from Tampa Florida to Sarasota Florida (about 66 miles), and never had a customer service representative take care of my problem.

This is since December!!!!!!!

in any confusion.

Kim.

4/16/08 for $175.56 which would be in 2 weeks with no early early termination fee. He stated that he would call me

I never received a phone call from him.

me, I would have received it.

$199.00 adjusted to $183.14 and then a final due of $92.39 payable upon receipt.

Now, bear in mind, that I ended service for April 4, 2008, Louise Scafati placed an order for FIOS to be installed the following week for 99A Davis Blvd, Tampa, Florida 33606, however, due to no show for installation etc.,she cancelled.

So, here I am, no TV, service which was offered at $94.99 a month, which billed at about $170.00 a month. No American Express gift cards, promised, and then notes disappeared. A promise of no early termination fee, of which I have a bill in front of me that states otherwise, and promised from higher ups such as supervisors that dont do their job. Short of telling everyone I know how terrible FIOS has treated me, I only wish I had the authority to place a moratorium on Verizon FIOS until they have taken care of their customers with the offers they promised. That authority eludes me.

Please, respond to my concerns, as it seems I can no longer expect service from the supervisors within your organization. I now understand why you do not have customer service for your customers within your stores for billing or promotional concerns. You would probably need to hire security personnel.

Sincerely,

813 841 7218

I'm on disability and I can't afford $42.99 a month for internet and $60 a month for phone. My son wants me to cancel but I'm afraid if I do cancel, I'll have more problems with Verizon! I need some help with this. I don't wan't to call them again. Too many headaches! I really don't know what to do.

Lost over 60 minutes to cancel a service that should have taken less than 5 minutes. As I work as a consultant, time is money and verizon cost me nearly $100 in lost wages

Hours and hours wasted on the telephone. Denied access to the promised promotion far beyond a reasonable waiting period.

Installation went wihout a hitch, the box installed outside and inside the house for the internet and tv was fine unfortunately there would be a $70.00 charge to install a phone jack because there was none in the house. Today (May 19, 2008) I still have no telephone. The fios cable was run across my neighbors dirt driveway, out to the street, down the dirt sidewalk the length of the house then across the street to their junction box. the cable is under 1 to 2 of dirt, exposed in some areas and when my neighbor drives over the cable I get interference on my internet connection, slow speeds or disconnect. Complaints were to no avail.

Setup went fine as long as the installer was there. He hooked up my Toshiba notebook computer to the internet and exchanged volumes of information with Verizon which he needed to do to complete the installation and changed my Internet Explorer setup, homepage and preferences which by the time I realized what he was doing it was too late to stop. After he left, the first welcome I got from Verizon Online was the offer for the free antivirus/spam/spyware software recommended by them to protect me online. Halfway through the installation procces I got the 'blue screen' of death something I had not seen since my old 286 pc. After spending $120.00 and installing the new hard drive myself I asked Verizon to reimburse me for it to no avail. Nevermind the thousands of pictures and documents and information (2 years worth) stored on the old hard drive now sitting in a box.

Customer service....

The offer I responded to and the offer I am being billed for are two totally different animals. Original offer was for the whole bundle, tv/internet/phone for $109.00 p/mo and the billing is for $163.00 p/mo. Even if tax was added it is still a far cry from $163.00 p/mo. 5) Free Sharp 19 LCD TV. You knew this was coming. After waiting the 6 to 10 weeks like an idiot I tried to call customer service anyway after a few weeks of calling I got a call center rep to promise to put my order in as a new installation again to generate the form letters welcoming me as a new customer and then eventually generating a new letter with the application to file online for my free tv as originally promised in the first promise. (note: lots of promises here)

Today is May 19 2008, four and one half months after installation, I got the letter directing me to go online and register for my free tv which should arrive in 6 to 10 weeks. I got a call today from a Verizon rep asking me how my service was. After a one sided exchange of a few choice words about how I felt about Verizon and the reasons I felt she was making this call only because the government was making them do it and that I had as much confidence in what she was doing as I get when I hear the words, 'the check is in the mail' I'm from the govenrment and I'm here to help' and [very crude comment], I hung up. Sorry for the vulgarity but now you know why they do not give out the address of the call centers for these corporations and another reason why a lot of them are moving to India and the Phillipines. I really don't give a [expletive] about Verizon and think the government should shut them down.

$120.00 new hard drive $270.00 overcharges

When the first bill came in it was for almost $300.00. We tried calling them for about 2 weeks almost every day, be placed on hold waiting for a representative for over an hour just for thier line to hung up on us. Finally when speaking with someone, they placed a some credits on the account which reduced the bill to around $250. They said it would not happen again until we received the next bill which came in at $300 again.

Shortly after we received a letter stating that we did not sign a contract and that the price of the service was going to increase. We called in, waited on hold for hours just to get transferred back and forth to different departments so I asked to cancel my service when speaking with someone which is when they transferred me to the cancellation department. I asked to cancel out the service because of the information provided when we activated the service being $109.99 and receiving $300 bills, cant ever get a hold of anyone when there is an issue and each person you end of speaking to are not on the same page with each other and every one gives a different story.

We switched to Bright House then received another bill from Verizon for $300. I called in and spoke with someone and was told that my service was never canceled and I was still being billed. So then issued some credits on the account. In the meantime I was only paying for what I felt was owed. So there was still a huge balance on the account.

Supposely everything was taken care of until we received another bill for an early termination fee. I was not able to get through to speak with anyone after calling in almost everyday waiting on hold for about a month. I ended up going online and sending them an email. I got a response from them from someone by the name of Wendy. I explained the situation to her and that we also were charged for an early termination fee when we received a letter in the mail and an email stating that we did not sign thier contract. She responded to me stating that even though I did not sign the contract and did not agree with the terms, I still had to comply with the contract because they provided service which did not make any type of sense at all and ended up telling me that as a courtesy she would issue a credit of $49 to the account since I received credits of $100 from some other issues with billing which would be in place of the early termination fee.

I called and finally got ahold of someone again from Verizon after being transferred 10 times and also being advised again that for some reason the account was never canceled still and the balance was just getting higher and higher. The man I spoke to in the cancellation department ended up issueing a credit on the account but only for the extra month that I was charged for. I continued to receive bills from them and I guess since I no longer have an active phone number I am unable to speak with anyone in their customer care department and still to this day the issue has not been received.

I paid for what I believe that we owe which is about $250 for the service we had for about a month and half. Still to this day, I have the email sent from them stating that we were not under contract, and from Wendy saying that even though we didnt sign or agree we were given the service so we were under contract and the issue has still not been resolved and have a balance of $400 on that account that they will not take care of.

We have been caused tons of STRESS dealing with them. Wasted TONS of HOURS holding for them just for their system to hang. We have cell phones with T-Mobile and have lost tons of minutes dealing with them and not getting anything resolved and now after all of this and all the times we spent trying to take care of this issue they are trying to put the account with a collection agency for $400 which they know has been disputed since day one. They have done nothing but lied just to sell their service. They are a BIG ripoff. I have never seen a service that charges hundreds of dollars for internet, phone and cable and make sooo many mistakes. I would never recommend anyone to Verizon Fios!

After talking with them for over an hour on the phone they said they could call me in a couple days to let me know what my usage is for. What why? I already know I'm over so I'm not using it anymore until another week passes for the new month to begin. I get another call from the same gal who originally called me saying that the acess manager is an older version so that's why our numbers don't match and that they'll refund the amount of overages ya know the little bit over ($100+) fine at least they're refunding the amount over but still why pitch an Unlimited product when it's so far from it!

I'm very disappointed because I now think i'm going to cancel my account before the 30day trial period. I'm not going to deal with going over with just daily normal stuff like you tube videos, email, web cam, etc. Normal stuff that I regularly do and most people love to laugh at you tube videos.

Either method prevents DNS Assistance servers from displaying a page of links to sites that have similar domain names to the one you entered. Note: If you change the DNS settings in your Operating System, you could encounter problems if you travel with this computer. You will probably have to change back to the original settings to connect to a hotel network, for example. Changing the DNS settings in the hardware device requires that you know the device user name and password. Use the graphics below to select the router or gateway you are using. Click on the name of the device for directions to opt out of the DNS assistance that tries to resolve errors in the domain that's been entered. High Speed Internet Hardware

your safety feature are changed and your system is now hacked by verizon without your consent. if you read the page the words optout are missing .

Verizon argues that the system is being abused by on line gamers, and people watching movies all day long. Well they had a perfectly good way of dealing with that before they introduced their predatory pricing. That was to warn people their accounts would be terminated and doing so, if they continued exceeding the limits. Why is it that public agencies do not require Verizon and AT&T to notify customers as they approach their limits with both voice and data plans, and allow them to have service suspended till the next billing cycle, or opt to pay for additional service if they choose. Consumers need protection from these tactics which basiclay allow these companies to drain the bank accounts of people who have no idea when or how much they are exceeding the limits on these plans.

I have complained to Verizon about this and will simply not sign up for their plan under the new terms. However I am not surprised and neither should Verizon be, that customers are reporting bills with penalties of several hundred to one or two thousand dollars. In other words rather than closing the door on or stopping service to people when they reach the limit of their plans, they leave the door wide open and charge fees that are way out of proportion to their normal fees. They do this without notifying the customer they have reached the limit and are now being assessed much higher fees. At the very least customers should be prompted that they have reached or are about to reach their limit, and simply asked weather or not they wish to continue or stop using the service untill the next billing cycle.

Extremly upset at Verizon FIOS for false advertising also the length of time to get support.

I'm stuck with a huge bill that I cannot pay off!

There is no physical damage or economic damage as you ask. There is however, a distaste for being misled repeatedly from a company that has lied consistantly to me for many months. What can Consumer Affairs.com do for me here? If one looks on line, there are enough people in the same boat where a class action misrepresention suit is to be made.

my money is tied up and i need those funs to become available asap.

So i called back and for 1.5 hours i s oke to managers and sales. And was told that they had to run a new line and that it was some type of dryloop DSL. So i aked when will it be on Again a new date of the 21 of march and they missed that too.

So i caleed back again demanding to know waht is going on. It was going to be a month soon and i did not have internet and that is real bad in college and in this day in age, it not the 1999. So any ways, i call again this time i am on the phone for two hours and get a manger and he tel me that the 5th of April tou will have everything working.

Well they kept there word and it was working but at the pace of dial up not dsl. So we had it but it so slow we could not use it, then one day it just did not work this is only 16 days of internet.

Then I get $86.00 withdrawn from my checking account without my knowledge or of notification's. So know have no interent and 86.00 is taken out when it only 16 day of internet, slow internet, over payed buy almost $60. after yet another phone call for 2.5 hours I find out that they had made duplicate accounts and overcharged and taken money out wrongfully.

Finally got through and told the person about the free modem I should get. He told me the modem was free but that it would cost ~$2.50 per month for the service charge. I then said I did not want the service because then it wasn't free. He kept insisting it was free. I asked to speak to his supervisor. I spoke to the supervisor. She told me she couldn't do it and would transfer me to someone else. I insisted I had already been on the phone for hours and did NOT want to be transferred. She finally said ok and asked me to wait a few minutes. Then they hung up on me. Again.

My DLS is intermittent and cannot be fixed so far as I can tell. I use the DSL almost all day for work so when it doesn't work I lose money and I cannot receive time-sensitive, important work documents throughout the day.

On March 31, after several calls, I got told by one customer service rep that HD DVRs are available to new customers only at this time and you are considered an existing customer?, another rep told me that HD DVRs will be available on April 1?, and another rep told me that they werent available in California only other parts of the country. Which is true?

To make matters worse, a billing rep told me that she deals with unhappy customers constantly about misquoted rates. In addition, she told me to strongly consider? terminating my service within the 30 day period if I dont get my HD DVR because as far as she knew, she had no idea when they would be available. I made one last attempt on April 3 to find out what was going on. That is when I finally talked with a supervisor who told me that I cant cancel without paying a $199 termination fee because I agreed to the terms and conditions. When I objected that I agreed to the terms based on what I was sold (i.e., HD DVR), she said that because they are substituting a regular DVR in the meantime for free, I should be happy about it. Needless to say, I am not. She still could not give me an ETA on the HDDVR.

When I pressed her that the company is essentially false advertising on a daily basis with TV, internet, and newspaper ads pushing their HD service. They do not tell the consumer that there is an indefinite period of time before you can access it. The only reason I signed up for FIOS was for the HDTV. I already had Verizon internet and phone. The supervisor assured me that she extended my ability to terminate up until April 30 without a fee (I have no idea whether this is valid) to see if I could get an HD DVR by that time. Still nothing to date. I do not believe this is an isolated problem and I think people need to start speaking up.

Still faced with $199 termination fee. Will have to pay to get re-install DirecTV which will require additional time from work.

On December 10, 2007, I ordered a bundling of fiber optic internet services (TV, FIOS Internet, and telephone) in order to qualify for a free Sharp $399 LCD TV promotion. It has now been over 4 months, and I have not received the promised promotional item, nor any document that confirms if and when the item will arrive. My wife and I have made approximately 20 phone calls to various Verizon locations, averaging 30 minutes of our lives, per call, in attempts to resolve any issues that Verizon may have, although they don't seem to have any other than they do not want to deliver the promotional item.

Unlike the cable companies, there is no local Verizon store that I can visit to attempt to rectify the situation. Only endless minutes on hold while I am shuffled to various 800 number locations for more apologies and misinformation.

Note, I am very pleased with the FIOS product (highly recommended by Consumer Reports), but that should not allow Verizon to renege on their promotion promises, just because the customer has no practical way to follow up. It is a horrible business plan, and Verizon should be monetarily punished.

This deceptive advertising practice by Verizon's full page ads promising $400 TV's should be immediately stopped and Verizon should be admonished for the way the are treating their customers. I would like my TV immediately forwarded, and a sincere apology from a manager at Verizon for the despicable way my wife and I have been treated.

Install was scheduled by Verizon, not us, for 12/18. My husband missed a Dr. appt with a neurosurgeon waiting. I missed work the next day waiting, no one came for 4 days. I called several times, they kept pawning me off onto someone else. Finally I called corporate in NY who called Calif and got a tech out on the 4th day. I was even told by Verizon rep that that's what I get for scheduling so close to XMAS. I didn't schedule that time--they did!

Tech messed up my computer and it got a virus which caused my business to shut down for over a week, plus money to repair. During this, we had no phone for two days and no internet for over a week. Our TV is still not getting HD as it was supposed to now the router has gone out and we are waiting for a replacement as I write.

Of all the reps I spoke to, not one mentioned the $200 card would become void if I took the other perks they were offering. In fact, each one confirmed it was in addition and they were offering me these perks to apologize for what I was going through.

Two separate issues.

The gift card was a promo -- we should get that no matter what because we kept our end of the contractual agreement. When we went through Verizon HELL, the reps offered us discounts to make up for the inconvenience. That should have been a good business practice. Keep a customer satisfied so I don't switch back to Direct TV. I feel Verizon breached their contract with me because the agreement was I would get a $200 gift card after keeping service 30 days after install. I did, they didn't come through.

I have seen numerous complaints similar or identical to mine and I think we ALL should file a class action suit. They come across as being this great corporation, yet they never back up their promises. They get you to switch, never produce the incentive, then if you cancel, they charge you $199.00!!! I can't believe the receive awards for customer service and satisfaction.

Now I have an expensive Sony TV which cant read High Definition programming. We are now into the seventh week. I called customer service (# 888-553-1555) on 4/8/08. The initial agent, Mrs. Marixxx was unable to provide any prospects when I may expect one. I then requested to speak to someone in their Escalation Group, Mrs. Camxxxx in an effort to secure knowledge of the scope of the situation. She was unable to provide any information as to the estimated delivery date. She also spoke on behalf of Verizon to state that no one has any idea how many customers are in the same back logged situation I am in. I find this extremely frustrating that no one can give me any prospects.

It is my personal opinion that Verizon's marketing executed a poor advertising campaign, taking advantage of many customers, not being able to deliver their product. I officially informed Verizon that 1) if my HD device wasn't received by 4/27 (60 days post sign up) I would revert my services back to my original provider 2) I would be following up with the BBB.com & Consumer Affairs.com to register this complaint. I am at your discretion to engage Verizon to help remediate a solution to this matter prior to 4/27.

2 weeks later, I received phone bill from verizon,surprised me,on 11-13-2007, verizon had already taken over my local phone carrier at&t and my long distance carrier vtx telecom without my authorization and the 3rd party verification.I have to pay $6.39/min.for long distance to verizon instead of 2cent/min.to vtx telecom.

I called vtx telecom, the operator told me they got notice start 11/27 verizon would take over. Why verizon billed me from 11/13? I had long distance call on 11/26,that should not be on verizon bill.I believe I have rights to refuse the payment.

I have been billed for the internet direct to my Chase bank account which was not supposed to happen, and in turn have been charged $35.00 three times in over draft fees for insufficient funds as I have been trying to close my account. In addition, the bill STILL does not include the triple play bundle package amount that I ordered.

It has been almost 8 months of complete aggravation, almost 10 hours of my personal time on the phone trying to rectify the situation and still no voucher and no 19 flat screen TV as promised. I have requested to speak to a supervisor. Verizon has one more chance to fix the situation. If not, they can take their equipment back and I will get my service from another provider.

Complete and utter aggravation from utilizing my free time, over 9 hours, trying to straighten out the billing and voucher situation. The incompetent customer service employees have brought me to tears as each phone call lasted about 1 + hours with no remedy in sight, and having to repeat over and over again the same story to each CS rep. Beyond frustrating. Time is money and time is limited.

When I called the rep she said the charges are valid and there was nothing she could do. I asked her to cancel the three extra tv's which she responded your paying for them why not keep them. Also my installation date was screwed up and they never showed up on the correct date. When I complained they told me they would call on April 4th and take $10.00 monthly off the bill for the life of the 2 year contract. On April 4th I called and was told that they never heard of that. I have the womens name I spoke to but I don't believe in getting people in trouble. In the end I lost money and was stressed out from dealing with their poor customer service.

I changed my service to save money, took off work and lost money and time in dealing with this company. I feel its unfair to pay cancellation charges for being mislead by verizon and there false advertisements. I would never recomend their service to anyone. This has also caused me to never consider using their cell phone service also.

I requested 2 day off from my job to handle this issue. And any payments were was not credited back to me and now I have to pay a cancellation fee.

It is now March, and we still have not gotten through to anyone. My bank card gets charged every month and the charge has inexplicably gone up since we started trying to cancel. I had no choice but to call my bank to get the charge blocked. I am still trying to officially cancel my account.

We have not spoken to a single human being regarding this issue.

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I am sick and tired of them and they are sending my name to a collectors agency for the sum of $465.28. What advice can you give me?

Since we ordered the bundle we have been being charged individually for each service, and they change the price every month. It has been anywhere from $156.00 on up every month. The first month they said they'd fix it and gave us an amount which we paid. The next month again the bill was incorrect,and they told my husband he had to get online and sign some kind of agreement to get the discounted bundle price of $99.00. He did what they asked, and AGAIN, the next month the bill was wrong. At this point we were pretty annoyed, and after talking to a supervisor and telling him we were going to report them to Consumer Affairs, he lowered the bill to approximately $127.00. He was very condescending and talked to us on speaker phone as if we were three-year-olds who didn't understand him. He kept going over the bill and coming up with different prices each time. He ASSURED us that this next bill would be right because supposedly it takes time after you do the internet agreement (which was done in month 2).

Now it is February, 5 months later, and the bill we just received is...you guessed it...incorrect again. I wonder how many people don't call them and just pay whatever they say they owe? NO WONDER IT IS CALLED A BUNDLE Package.. THAT IS WHAT THEY ARE MAKING! Every person who has this problem should complain to Consumer Affairs. This has been more than frustrating, and we are ready to tell them to come get their equipment. Not only are their bills always wrong, we have experienced freeze-ups almost daily, and the menus for the TV guide feature go down repeatedly for days at a time; and then they'll miraculously pop up again. Forget complaining about that--you'll never get to talk to a human being. I would not recommend Verizon to anyone for TV service. I can say we haven't had any trouble with the home phone or internet service other than the billing problem. This in itself, though, is enough to make me not renew my contract.

I am paying slightly higher bills to a company that is not delivering on what they are offering.

1. You have several very friendly telephone operators who seem intent on helping. But it takes anywhere from 15-25 minutes on your automated phone system to talk with a person! Hold times while being transferred to billing department (or back to technical assistance) averaged 35 minutes. Calls were dropped altogether 50% of the time

2. While I was at home I spent over 35 hours on the phone trying to track this issue down. While on the road I spent another 5-8 hours calling from Singapore and Tokyo. One of your own technicians, Cliff, spent 3 hours on his phone duplicating the ping-pong game I suffered for 3 weeks. He was a real gentleman and your only employee who actually called back to try and help resolve my problem (others promised return calls and never did)!

3. I was promised $50 compensation on my January bill for my inconvenience, it did not happen! The run around I experienced in attempting to address this problem on the telephone was beyond frustrating! Verizon's inability to activate my Set Top Box indicates either a complete disregard for customer satisfaction or a system too broken to solve a simple problem! I have been a strong and vociferous advocate for your company at our Community Association meetings. In the future, I will be sure to warn my neighbors against choosing Verizon!

More than 40 hours spent on phone. Fifty dollar compensation offered but not given.

I am not receiving the service I was sold and am currently paying for. This is money out of MY pocket and time wasted waiting for downloads.

Roommate and I do a large amount of work at home. Dial-up is slow so we're forced to leave the house to find a wi-fi spot. Not a huge deal, but totally annoying.

Still didn't get my TV and no results calling.

We called verizon several times, and told them that this is a mistake. Yet, they refuse to accept, and insist that we have to pay it since my name is on their unknown account. Their billing people are the worst I have ever seen. In addition, even the right account has been over-charged for several times, each time I have to call them to correct it. So far, I have not seen even ONE month for the bundle- $99.98 per month as they signed us in. They increased price before the service began. Now, we are asked to pay for an non-exist service. We will never use Verizon again.

I am a disabled individual living on SSI and the economic damage has been paying money for no service. Now they want 100 for dsl and I know that I am not to pay this because they never assisted with my dsl problem.

I also have problems with my television service either getting distorted or the screen will freeze for up to minutes at a time. Verizon finally sent a tech out after several calls to complain who said the cable was not properly connected and supposedly fixed it but the problem persists and they still maintain that there is not anything wrong. I have recently confirmed that I cannot succesfully download files when using the wireless connection, I have to keep a computer wired to the router then use a portable hard drive (that I purchased specifically because of this problem) to move the files to the other computers where they are needed. Trying to reach tech support is virtually impossible as they do not post the number anywhere on their site and if you do manage to locate it, you have to go through several minutes of automated lack of support only to be put on hold forever.

I have been totally shocked 2 times when I got the last 2 bills where they had mistakenly charged me the full price for international calls. I have had to spend several hours on the phone with customer service agents who have a definite bad attitude, and I feel they need to be taught to be less rude. Since I changed to Verizon, there have been many other stressful situations caused by misinformation, and I have never ONCE received any sort of apology. I have very sincerely regretted changing to Verizon and now dread every month's bill to see what new shock there will be. These huge companies do not have customer satisfaction at the top of their list, as I have found to my detriment. I have tried to email my concerns to managers but never even got a response.

Their pompous attitude is truly irritating. All i asked was to research the connection time to see true on-line time, but they said there is no way of doing that.

Damage to home, endless hours spent trying to resolve the issue. Recently sent letter of complaint to Verizon, with no response to date.

I spoke with this gentlemen Mark who said he had someone on the phone who could help me with my problem of NOT RECEIVING MY $50 TARGET GIFT CARD. When the other gentlemen (Steve) was on the phone he said he KNOWS NOTHING ABOUT THIS. So I was reassured that it would be handled. (I HAVE BEEN TOLD THAT IN THE PAST.) When I originally hung up, the phone call NEVER GOT DISCONNECTED; so now I have these 2 Verizon employees talking among themselves! This fellow Steve said he got 9 calls this morning about the same thing I was calling about, and it SEEMS THAT NO ONE KNOWS WHAT IS GOING ON within Verizon. A comment was made by one of the employees that someone DROPPED THE BALL ON THIS! Then I interjected and they said I thought you dropped off the line. They didn't know that I was able to hear their conversation due to the fact that MY PHONE NEVER DISCONNECTED FROM THE 3-WAY CONVERSATION.

I think that Verizon needs to be contacted because all I am being told is that July and Aug. customers who signed up for the Fios--the free cards are being sent out. I was told the same thing in Oct. 2007. As far as I am concerned VERIZON FOOLED AND LIED TO THEIR CUSTOMERS. They truly need to be exposed on this, and I bet that more and more people will come forward. Thank you again.

I paid $22.95 for dial up connection every month after they installed the DSL in March 2006 thru Sept.2007.

We know what the trouble is. They have not installed enough terminals in the box in the community. When they first set us up they had to unplug someone else in our neighborhood. Of course that person called and complained so they came out and unpluged us.

Need I mention the multiple annoying calls to tech support, the dropped calls, the 20 minute waits that seem to characterize this service? However, everyone I speak with (eventually) is polite and apologizes frequently. Occasionally they even agree that it's outrageous to keep someone captive at home for 12 hours and not to have a local dispatch number that one can check.

Hours and hours lost to phone calls and non-functioning service. A whole weekend day lost to waiting for a non-appearing repair person. Emotional wear and tear.

It is my understanding that others in my neighborhood are experiencing the same persistent problem. Can or should the County investigate the quality of service that Verizon is providing and determine if they are compliant with the rules and regulation under which they were granted? How can I pursue this?

I made a phone call to a pushy DSL sales rep. I explained the issue on the previous attempt, and he told me I should go for it and tried selling me a package I did not want. Anyway, same thing happened again: got my kit, got my start up date and a "DSL Service Is NOT available on this line" AGAIN. So my question is this, why should I pay the same as the people in the city? I have not seen any upgrades to my system since I moved here; while the city peeps get the upgrades to FIOS, I can't even get a 1.5 Mb DSL line. So I am paying to upgrade others while I sit here and get poor service. Even India, Pakistan and other 3rd world counties have DSL. Is this not America?

Verizon likes to waste money on sending items to me via UPS and having to pay for the returns. With the money they waste on a daily basis doing this to not just me, but thousands of others, they could have built a new exchange capable of handling DSL. I would like to see Verizon use and understand their system more then I do. I would like them to stop playing head games with people and start listening to consumer complaints. They ignore complaints and phone calls/e-mails.

I have lost many many hours to them, including my work, with their not showing up when saying they will. Also I have about 15 hours on the phone with them...so far after a year.

Each moth I call the billing number and am put through a series of inane questions about the reason for my call and after an agonizing sequence I am finally connected to an agent. After the agent apologizes and makes attempts to find the cause of my problem, he or she says my problem can't be fixed from where they are and that they will be sure to follow up on my concern and have my bill corrected. The agent reduces my bill by approximately $37 and assures me that next month's bill will be correct.

This has been going on since August with no correction. Because I have automatic payment with Verizon I must call each month and go through the same agonizing process to get my bill corrected.

1. I call the number a computer asks me for my phone number about 4 or 5 times. About 10 minutes later a human comes to the phone.

2. This Verizon FIOS person asks for account number, address and the permission to check my account.

3. About 20 minutes later after keeping me waiting they apologize and say that was a mistake. It will never happen again. The next bill will come as promissed.

4. It does not happen.

5. The FIOS deal resulted in my phone bill been increased from $24.00 (basic, basic service) to $ 42.00. The Internet (Called Verizon On-Line) was kept $ 39.99 but the service was downgraded. You can see that so far we have about $ 82.00 for phone and internet. The TV should be $ 18.00 correct? Now way it is 42.99.

6. At this point we are looking at a bill of $ 125.00. But wait they charge rent for a box to watch TV. It is additional $ 4.99. So we are already in $ 130.00. With all the fees, taxes and charges Verizon people can not explain it goes to $ 210.00 or $ 220.00 every month.

7. Mind you that the bill would not be over $ 148.00 (99+ extras). To that we could expect a grand total of $ 165.00 when we include the taxes. The reality is $ 210.00 or $220.00.

8. After the via crucis of bad customer assitance Verizon corrects the mistake to do it again in the next bill.

What should I do? I had the Verizon DSL and phone for less that $ 70.00 with a great interned speed (it is lower now). I was paying about $ 60.00 for satellite (Dish Network). It ads up to $ 130.00. I had HBO and other services. Now I pay $ 210.00 and have to go to the phone to get the agreeded on discounts. The mistery for me is that even with the credits the bill does not go down $ 210.00 every month.

I've searched the web and have found a number of other Verizon DSL users who have had the same unresolved problems, and they were also advised that the problem was caused by their faulty computers. It seems to me that Verizon is trying to get its DSL customers to switch to their more expensive, new fiber optics system (Fios), and that their tech people are inept.

I am left with a first bill totaling $330.09. This includes a monthly rate of 41.99 prorated plus two days, i was told the monthly rate was 29.95, and was not told about a contract. This company has no sympathy for the aggravation they cause. I feel that Verizon takes advantage of every customer this way, but the bill is so complicated that it often goes unnoticed. So now i have this bill in front of me, due upon receipt, and Verizon has no sympathy for what they have led me into, and if i want to cancel my services (less than a month into it) i will be charged a hefty cancellation fee for terminating the contract i've never seen or been told about.

Customer service told me about an annual plan for 3.0 mbits/sec service that would be $2/month less than my existing 1.5 mbits service. I pointedly asked about an early cancellation penalty, because I was having problems with the service and didn't know if I would stay with them long-term. The customer service rep told me that I had 30 days to cancel the annual plan and avoid any early termination fee. I agreed to the annual plan, expecting to see a boost in my speed, which I was told would be noticed within 24 hours.

I contacted Verizon technical support again was told I need to have a new modem installed. On June 15, 2007 I received my first bill and noticed that it was much higher then quoted. I contacted customer service department and was told that even though I cancelled my phone services I would be charged for 30 days of service. I stated that that was not disclosed to me and if I was going to be charged for a full month that should have been stated so I would have the services until the 30-days.

While I was on the phone with the customer service representative the supervisor was in the background stating what to say instead of just directly discussing the matter with me. I was basically told they were not obligated to disclose that information verbally because it was in the welcome pack which was sent to a address I did not reside at as of yet.

On this month's bill, I have late charges for the incorrect Feb charge (that I was told not to pay) plus another FIOS TV charge!

On or about Dec 26, Verizon disconnected my DSL service while trying to complete this order. They were supposed to call me back to rectify the problem but never did. I finally became disgusted and installed cable Internet with Comcast on Jan 9. I am still receiving bills from Verizon for services I am not using. I have written to the BBB and received a letter from them informing me Verizon will not respond.

I received important information about my husbands soccer team on 8/30 and 8/31 which we do not have. The soccer league relies heavily email for contact information. As a result we have more work to be prepared and we do not have ample spare time for this.

After about an hour of unfruitful conversation trying to figure out why this happened and to reinstate my order on an expedited basis, Verizon told me the only thing they could do was to start everything over with a new phone number and a new order. Given no other options (despite the fact that I had already given the old number to everyone, including important business and financial contacts) I re-ordered the phone and internet service. They told me that it would not be ready until mid-to-late June. I explained to them that I had ordered the service at the beginning of May because as I was working from home for the month of June, having functioning internet was essential to my job. Therefore not having internet service for the first three weeks of June was unacceptable.

I was told that some technicians don't have phones. This is VERIZON and they had no phones.

I hadn't realized that i had needed to make a formal payment arrangement. I figured that by them accepting the extra money every month and not complaining about the back bill was sufficent but it turned out it wasn't. so here i am now minus the $80 i spent on equipment and still no DSL. My complaint is that they should have checked into any past bills BEFORE they turned it on, not after letting me have it for 3 weeks and spending $80. I talked to the supervisor and told her to put the old bill charges on my phone bill and let me make payments on it but they said NO.

Several verizon customer service reps have given me 4 different phone numbers to use to order DSL services but so far I have not been able to order the service.

Verizon Fios negligence and damage resulted in addition water consumption of $272.54 billed directly to me by Tampa Utilities.

The third time a week later after compliaining and speaking to multiple people they once again sent a tech to install software on the computer. On the fourth time the Verizon tech installed a jack in the house but the DSL line was dead and he was unable to get this working. We were told they can fix that without us being there seeing how we are in New York. Now we have tried to call Verizon on this matter and they said we need to be in the house on the phone with them before they will schedule to send anyone to us.

At this point I asked to speak to a supervisor, after being on hold for at least 15mins. I hung up. The supv. did call my home, to find out about my problem, his name was Greg, he refused to tell me a sir name, and stated that Greg was sufficient. I stated to Greg that I have been without my dsl service since Dec. 26 and wanted to know why my first trouble ticket was not completed, I was told by this person that they did some test from the office and found everything was okay. These same tests are performed before sending out a technician, so apparently the tests failed if a tech. was dipatched. Anyway this person went on to tell me about a drop down window is how they get the date, he was talking a lot of nonsense which I did not understand.

Verizon FIOS stripped away my consumer options and has monopolized my home. The customer service representative also said I had many options for high speed internet. However, he would would not name my options. The other compatible option is cable high speed internet but that service costs $18 more ($57.95) than what I am already paying. Verizon FIOS does not warn the consumer of the risks nor do they warn the consumer that removing the copper wire makes your home a Verizon only home and restricts all possible consumer options. The Verizon website makes no mention of what is removed from your home during installation: http://www22.verizon.com/FiOSforhome/channels/FiOS/root/about_installation.asp Nor is it mentioned in their FAQ section: http://www22.verizon.com/FiOSforhome/channels/FiOS/root/faq.asp#req_q3