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So you are thinking of Verizon Fios for your home? Think again. Here is what happened to me.On January 16th I ordered the Fios "bundle" from Verizon, using their 1-800-get-fios number. I go through about five levels of voice prompts, no people, only to get a message stating "all circuits are busy, try again later". I try a half dozen more times that week, without success.
I then tried signing up using their internet site. You go through about a dozen prompts before getting a "page not found" error message. You try three or four more times only to get the same error or one that says "java script error".
I finally spoke with a Verizon technician who was working in the neighborhood and asked him if there was another way of contacting Verizon for setting up Fios in my home. He gives me a number to try. The number was busy each time I called, three times each day, for three days. I finally got through to a real person. This is six days from when I made my initial call.
The Verizon employee sets me up for installation five weeks from that day, February 22nd, between 8 and 5".
Now the fun begins/.
On the evening of February 21st, I receive a call from Verizon (to my answering machine) stating that it was going to rain or snow the next day, so installation was postponed?. The next available day was March 27th and they would be out between 8 am and 5 pm/. So now it's going to be eleven weeks from my initial call in order to have it installed,.
So I try calling Verizon for the next three days, going though all the voice prompts, four different people, and about two hours of phone time just to find out WHY? The fifth person I spoke with said he may be able to get the installation moved up a few days, but would need a supervisor's permission!. Sorry, but they are all on calls right now/. He took my number and promised one would call back within an hour.. So I wait and wait for two more days. No call.
The next day I called the toll free number, went though all the voice prompts, three different people, waited on hold for 20 minutes and spoke with a customer service tech who had no idea why I needed to wait another five weeks but would try to find out. After 15 minutes on hold he comes back on the line. He said he was sorry, but five more weeks is the best they could do. The reason, Verizon has been "overwhelmed' with installation in Maryland and New Jersey.
So I'll *** another day from work in March and hope it doesn't rain.
So do you still want Verizon Fios? I might save my money and time and go back to a dial-up modem.
1296ef1
 Comments (20) |
| 1. Written by Verizon Payback on March 26, 2012 from livonia, michigan, US PAY YOUR BILL I have found the best way is to get them in the pocket book. Pay them $1.00, then pay $1.01, then $1.02 etc... this way they will pay excessive transaction fees to the credit card companys, revenge is sweet |
| 2. Written by jc on November 5, 2011 from tampa, florida, US Called Verizon because our Fios stopped working. This is Saturday afternoon, they told us the earliest they could get out to look at it is Tuesday. We have friends that waited over 7 days. They have lost me as a customer. Sarasota, FL |
| 3. Written by jc on November 5, 2011 from tampa, florida, US Called Verizon because our Fios stopped working. This is Saturday afternoon, they told us the earliest they could get out to look at it is Tuesday. We have friends that waited over 7 days. They have lost me as a customer. |
| 4. Written by Anabel on February 3, 2011 from los angeles, california, US Verizon Fios has horrible customer service. I can't believe they yell at you for early termination fee questions. We cancelled because we had lousy service and no one could give us any straight answers. My husband needed internet for his work and we could not afford to continue to have a million tech guys come before they could admit they had horrible, lousy service. No...I CANNOT HEAR YOU NOW!!! |
| 5. Written by Jaden on June 23, 2010 from auburn, indiana, US The verizon customer service has no tolerate to customers with accent and they have no appreciation of the differences. Poor customer service! |
6. Written by Nikros on May 12, 2010 from washington, district of columbia, US       I have never had such a bad eperience with a company as I have with Verizon FIOS customer service. I spent the entire day yesterday trying to get through to someone who could help me. Finally, I went to bed at midnight.. How is this company allowed to stay in business. |
| 7. Written by Mark Trieger on August 28, 2009 from little elm, texas, US I have had great service w/ verizon fios. Had it since 2006 and only had 1 issue and that was at 3 AM when I was doing a report when the tv froze up. just restarted. I have had friends who had billing issues or services was not working just fine..but the sad thing is they all came back to verizon for no one can out due verizon in quality of internet speed 25/15 and over 66 standard hd shows besides directv or dish on the hd but verizon beats them when storms roll in. Yes this company is not perfect but which company is? |
| 8. Written by Brian on March 27, 2009 from sonoma, california, US This is what you get when you rely on a telephone company to provide you with internet access. Gone are the days of dedicated ISPs that focused on their ISP business and services. Now you get conglomerations that spread themselves way too thin. don't give proper customer service and are not able to focus on the things that matter. As the economy gets worse, so will these issues with the conglomerates. |
| 9. Written by JM on October 2, 2008 from los angeles, california, US this is a big company, running around like chickens with their heads cut off... reminds me of the US government. i told one rep that the voice prompts never recognize my voice, he laughed and said 'yeah me too'. i've had two months of terrible QOS with FIOS which just got resolved. 4 tech visits and probably 10 hours of my time wasted. now i can't access my bills correctly online, i called twice and got the busy message, then got thru and was in the middle of the issue when the rep put me on hold - but actually he transferred me unwittingly and so now its all lost again. can't stand these idiots. |
| 10. Written by Patsie on August 24, 2008 from tampa, florida, US Since 06/10/08 I have wasted 1395 minutes on the telephone with FIOS representatives trying to resolve a simple billing issue. Every time that I called I was told something similar but different like pieces of a puzzle. Day’s weeks and months passed while the same problem was fixed again and again often creating new problems service outages and lost email accounts. Something is seriously wrong. I am certain that several exceptional employees fixed the problems, they followed through, they produced results, then something undermined their work and recreated the problem. Today I received a cellular bill with $274.00 in overage charges from calling FIOS support numbers, 1395 minutes in one month is unbelievable but well documented by my cellular bill. My cellular provider was amazed to see that all of the calls were to FIOS support numbers. In 5 years I had never exceeded my allocated minutes. I put in a disconnect order for my cellular phone and FIOS accounts. As much as I like FIOS - Verizon has driven me back to Comcast for a triple play, an amazing feat. I see Comcast differently now. I find it confusing that VIOS would spend so much money running fiber to the curb only to alienate their customers so much that they return to Comcast. My cellular company was sympathetic and gave me a $75.00 refund even though I was cancelling my service. Verizon offered me $25.00 which I refused and took as an insult. I ordered Comcast triple play to use the unlimited calling feature to cover the next 1395 minutes spent with FIOS insuring that my account is truly closed and my credit is not bring damaged by some mystery account related to a telephone number changed years past. This is a horrible expensive time consuming experience one that I will never forget. I was with Comcast from the @home days FIOS is better but not that much better. On any given day Comcast was as fast or faster surfing the net. FIOS is fast enough to fill your hard drive overnight but its billing system is a patchwork of incompatible kludges of obsolete telephone systems. FIOS is great until you are forced to deal with the business office and technical support. I really wanted FIOS but I got a VIOS that I can’t get rid of. Personal Account Managers are patsies hired to take the heat, fall guys and girls on mission impossible. VIOS has the best technology and employee’s totally dependent upon an obsolete billing system. |
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