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Verified Reviewer
New Reviewer

Worst Service Ever

I've been a FiOS customer since 2008. I only went with Verizon because their reps told fewer lies than Comcast (Verizon: 11 lies; Comcast: 13 lies). Over the years, things have gone downhill from there. Every 2 years they jack up the rates and play nasty little games with billing. I only have landline phone and internet (no cell, no video). Every time I call with a problem, they put me on hold like forever, then bombard me with all kind of offers and enticements to try to get me to subscribe to video. Presently, I've been forced to surrender automatic billing to a credit card and paper statements just to keep my bill from increasing exponentially. Four years ago the power supply for the system blew up after a local power outage. The new power box is a cheapie thing with no feature for a backup battery (the old one did). When I inquired about that, they said a battery backup was available. You have to ask for it; if you don't know such a thing exists, they don't tell you. When I received it, I was appalled. It's a big black box that holds 16 alkaline FLASHLIGHT BATTERIES - !!! The worst insanity was the instructions said don't leave the batteries in the box as they will cause damage from corrosion. You have to predict when you will have an outage, then quick run out to buy $30 worth of fresh batteries. I never installed it. Instead I purchased a standalone UPS system for $120, out of my own pocket. Their ads always tout their advanced technology and fast internet speeds, but they never mention the whole thing runs on low-tech flashlight batteries or that the customer must now furnish the power for their system. If your power fails, FiOS is DEAD. No phone, no internet. In recent years criminal telemarketers have become a major issue, 70% of all calls I receive are scammers-and-spammers. The remedies offered by Verizon to combat the criminals are pathetic window-dressing. Worst is they only allow you to block 300 numbers. I used up my allotment of call blocks in 10 weeks. After that, the criminals have you. I told their Service rep the call block allowance should be 3000 minimum, he said that will never happen. The criminals are running rings around them, they don't care. Their NoMoRobo service is only partially effective, and your phone still rings once. This week there are suddenly serious issues with their website. I am unable to access my account, they "did something" to the site since the last time I used it. All of the advertising stuff on the site works just fine, but the part where you log on is blank. Their robotic advice is to download their app to view your statements. But you have to log on first, and I can't log on! This is infuriating, and I'm PAYING for it! All attempts to contact them have failed, today after jumping thru all the automated phone answering hoops they said my wait time was "in excess of one hour" (!). I gave up (which is what they want you to do). How much more of this can I take? They rob you, lie to you, argue with you, delay you, and bombard you with ads. The customer's job is to just pay the money. If you have a problem, they don't want to hear it. Comcast is no better, they were both spawned from the same greedy cesspool.

User's recommendation: In my area the only choices for landline-based voice and internet are Verizon and Comcast. It's Hobson's Choice: the Devil or the Deep Blue Sea. Other services are either frightfully expensive or else don't provide the services I need.

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ID
#2150588 Review #2150588 is a subjective opinion of poster.
Service
Verizon Fios Bundle
Pros
  • As long as you have power
  • Phone and internet do work
Cons
  • Unconscionable customer service
  • Outrageous prices
Preferred solution
Deliver product or service ordered

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Verified Reviewer
New Reviewer

Poor Service

Update by user Sep 03, 2020

THIS HAS NOT BEEN RESOLVED!!!!!!!!!Q

Original review posted by user Sep 03, 2020
4 Cable Boxes stopped working. Requested new boxes. After 3 phone calls and being bounced from Customer Service to Sales;. Went to pick up boxes at local store. Came home tried to install. Found out I needed a 6-digit code. Back to Store - they don't have it. Back to calling Verizon, was on hold for 2 hours; Got disconnected. Started process again; requested call back. 1/2 hour later, got a call. Found out that the no one put through an "order" for the new boxes, so the rep had to start all over before he could give me a code. 4 hours later, my boxes are installed. That night went to tape shows, found out that my boxes had shared storage. This is not what I had before. Called Verizon at 9AM morning, eventually got to speak to someone at 1PM. Started the process all over again. Was told that it will cost me $50 more for the same service I had, told rep that was ridiculous, It then became $2. I agreed. Rep said she would call me back between 4-4:30. No one call3ed so at 5:15, was back on hold. Requested supervisor. Waited 45 minutes. Still on hold. Called using a different phone, got a supervisor, on 2nd call, 1st call still waiting for supervisor. The supervisor did try to help only to tell me I needed my old boxes back to have the same capability. She created a new order and told me where to pick up the older boxes. Went to store this morning, Store Manager tells me the order is wrong and it's for the same boxes I was returning. He gave me the older boxes anyway. Came home and tried to install them. Once again, need code. Called Verizon, got women who said I needed support, she transferred me but gave me 1-85*-372-****, in case I got disconnected. On hold for 1 hour 25 minutes. Called the number from a different line, and it's just a self-service line. Once again, unless you have the activation code, this number is useless. Called the regular, 1-800-verizon and waiting for callback; Decided to try Verizon "Chat"; After 45 minutes, got someone; explained what happened. But the order in the system was cancelled by the store when I picked up the equipment because it was wrong. She said she would help. I gave her the S/N 4 times because, she forgot, I had the older boxes. She said to hold while she activated the 1st box. Then she disconnected the chat session. BTW - I have an autistic child in my home, who has now been without a TV for 3 days.

User's recommendation: Run don't walk away from Verizon. If I could give their customer service a Negative 1000 Start (-1000***) I would.

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ID
#2150500 Review #2150500 is a subjective opinion of poster.
Service
Verizon Cable Tv Service
Cons
  • Attitude of the representative
  • Bait and switch
Loss
$2000
Preferred solution
I want someone to own this horrendous experience, apologize for it, and some sort of financial compensation for days with out service and mental anguish, experienced by my family. Especially my autistic grandson.
New Reviewer

Technical support

I cant get my phone number switched to another device
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ID
#2147695 Review #2147695 is a subjective opinion of poster.
Location
Newport News, Virginia

IMPOSSIBLE to disconnect service

Verizon - IMPOSSIBLE to disconnect service
Called Verizon multiple times from the end of June until today 8/29/20 in an effort to disconnect my service, each time I call the hold times are in excess of an hour with no end in sight leading me to hangup and try again another day. However, if you attempt to call the same Verizon customer service number 1-80*-922-**** and select the option to ADD service you are immediately connected with a representative; I picked that option and asked rep to help and he said he could not and I have to keep holding. After I advised the Verizon representative that the disconnect line just leads to never ending hold music he said he was very sorry and blamed the delay on "everyone working from home due to COVID-19" If that were the case for both the options to add a line as well as disconnect a line it would make sense but Verizon seems to be using COVID-19 as a scapegoat/tactic to prevent disconnections of service.

User's recommendation: AVOID this company entirely.

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ID
#2144402 Review #2144402 is a subjective opinion of poster.
Location
Carrollton, Texas

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Verified Reviewer
New Reviewer

Bad customer service

Just regret for changing my service. They don't have a human to answer phone. Only to catch stupid customer. After they get your business. you are on your own. WORST CUSTOMER service, made by robots.

User's recommendation: Do not buy Verizon.

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ID
#2140747 Review #2140747 is a subjective opinion of poster.
Service
Verizon Phone Service
Pros
  • Coverage
Cons
  • Hanging up on people
  • Robotic customer service
  • Cannot get real person on phone
Preferred solution
Need to ask a question about my bill

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Verified Reviewer
New Reviewer

Resolved: Poor customer service

Update by user Aug 29, 2020

Company fixed the issue and I have been provided with discount on future orders.

Original review posted by user Aug 28, 2020
I have been on hold all day long with Verizon Fios. My internet is not working correctly. I spoke with a representative at 12:00pm today his name was Christopher. He was very helpful and concluded I need an updated router. Then he transferred me to a representative to discuss my bill and update my contract. The person I was speaking to was very hard to understand. I asked to speak to a supervisor in the United States. I spoke with Joseph, he listened to my issues and said he needed to put me on hold for 36 minutes Then hung up on me. I called back and was told call volume was high and I would be given a call back in 45 minutes. At 3:40 I was called back and put on hold. I am still on hold now at 5:16. The service is horrible.

User's recommendation: Use a different phone and internet provider.

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Resolved
ID
#2140467 Review #2140467 is a subjective opinion of poster.
Cons
  • Poor channel lineup
  • Incompetent customer care people
Preferred solution
Apology
New Reviewer

Mad about poor customer service and their record keeping, rip off contract.

Fios cable service was disconnected by accident. After waiting an hour to speak to a representative, they set up a service call. Three days later a technician was in my driveway waiting for me to return home from work, he told me customer service was supposed to disconnect house with the same house number on a different street, not my house. He told me my phone, cable and internet was now working. The next billing cycle my date was increased by $28 a month. After finally getting to talk to a representative, I was told that's my new rate because they said I started a new contract with them. Why would I ask to get disconnected for 3 days then start a new contract?, I asked the rep. She said people do it all the time and there isn't anything I could do. My 2 year contract was ending in 3 months so I called them to disconnect after paying the higher rate for 3 months. Now they are taking $600 from me because I deactivated my contract early ( in their eyes ). Unfair. I will never get fios again. I'm also looking into getting a new cell phone service instead of verizon.

User's recommendation: Don't get Fios, poor service and they lie.

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ID
#2128960 Review #2128960 is a subjective opinion of poster.
Service
Verizon Customer Care
Cons
  • Poor customer service
  • Inaccurate
Loss
$600
Preferred solution
Apology

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Verified Reviewer
New Reviewer

Message tomichelle

As our conversation yesterday. I was supposed to get a call from you today. You said you work till 330 and its 3 now.... You were suppose to check into the problems I was having you said since July... That is incorrect. This started back when Verizon told me I needed more speed.... my TVs were pixacting so bad you couldnt see the pictures... The problems went from there. I had to keep calling cause things were not working... they kept rebooting my boxes till the one in the living room went... I was charged 50 dollars for them to send me a box they did reimburse that I think... This is toooo much to keep going over as as I stated I am recovering from surgery.... Allen Krynicky is the one that did me in but they all lie to sell to make themselves more money... The last young lady I spoke to a week plus ago was rude told me I had to send the router back but did not send a box or info to return... I have been so worried about that but wasnt able to even call in till wed... didnt get a call back as they said so I called again Thursday they did call me back.. Solution was to send me more boxes I have to use my old router re hook boxes myself this is getting too much.. Again your not much better than the persons w have to depend on when we call when we have problems... Promises promises and all that happens are our bills double triple for nothing I truly hope Verizon is proud of itself cause Im truly disappointed and fed up
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ID
#2128638 Review #2128638 is a subjective opinion of poster.
New Reviewer

Being billed for services that have been disconnected for months and can't get a credit or resolution

I've talked with customer service numerous times to ask that the tablet be disconnected from my bill since I switched services. After months of calling and being transferred to different departments, there is still no resolution. Today I spoke with the most rude, condescending and disrespectful customer service representative I've dealt with in my life. His name is Alex and his employee # is 133015. I want to stop being billed and to be reimbursed the monies owed me.
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ID
#2126402 Review #2126402 is a subjective opinion of poster.
Cons
  • Reps have no authority
  • Complete disregard of my time
  • Return equipment billing
Loss
$150
Preferred solution
Full refund

Fed up with verizon - they took 1 hour out of my day with no results.

I waited on the phone for 20 minutes, had a nice person ,however she could not help me . transferred me to another line on hold for 25 minutes . fed up i hung up. i called back they said 5-10 minutes , i waited , automation said i could not leave my number. 30 minutes later still on hold i hung up. it is time for me to change carriers. i own Verizon stock, i am thinking of selling that as well. i never write things like this, their service is terrible..

User's recommendation: do not use verizon.

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ID
#2123486 Review #2123486 is a subjective opinion of poster.
Location
Hawthorne, New York

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Verified Reviewer
New Reviewer

Can not get a live pearson

I have tried many times to talk to alive person.I want a transfer pin to be able to transfer my phones to someone else.I am feed up with verizon. my number is 610-368-****

User's recommendation: what does it matter,you will do what you want.

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ID
#2122604 Review #2122604 is a subjective opinion of poster.
Cons
  • To expensive and lack of representation
Preferred solution
give me a transfer pin so I can transfer my two phones

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Verified Reviewer
New Reviewer

Confusing unresolved billing and fees

I cancelled my internet service and decided to keep the home phone active. A month later, I received a bill from Verizon for a one time fee of $173 for the phone service which was never mentioned, so I called back to cancel my home phone service because the fee is too much. Again, a month later, they sent an overdue bill looking for their $173 fee which I already cancelled and settled not taking it. I called numerous times and waited hours to speak to someone, and they just bounced me back and forth transferring calls with no result still.

User's recommendation: If you have issues, it will never resolved. No.

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ID
#2120772 Review #2120772 is a subjective opinion of poster.
Loss
$25
Preferred solution
If you're there, you need to remove the fee amount. I never owe you anything. Actually, Verizon owes me $25 credit.

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Verified Reviewer
New Reviewer
For weeks I requested to transfer my internet service to a different address from Dumfries VA to Stafford VA, Verizon process for this matter is horrible, terrible and incompetent. Is very clear how bad a company is when a problems arises. After numerous hours on the...
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ID
#2114107 Review #2114107 is a subjective opinion of poster.
Pros
  • Economical
Preferred solution
Apology

Terrible trying to collect on a nonexistant debt

Verizon and a very nasty lady named Latayo C. tried to con me into paying Verizon money when I had my records of proof I did NOT owe them any money. I also complained to the Colorado Attorney General Mr. Weiser and they informed Verizon NOT to bother me again with all these continuing notifications I owned them money. Verizon has really gotten bad AND when I changed over to TMobile they made claim they would take care of any past bills. This was insincere as they did NOT Help, even though this was a completely phony claim and my bank records I sent them copies of clearly showed I had paid by Verizon bill. There was NO contract in affect at the time and I changed to TMobile and got a new Iphone which was also quite a hassle as it took me a while to get that straight!! These communication companies are getting worse and more aggressive which is NOT good. I was really surprised and this nasty lady even put on my credit report "turned over for collection" which is totally untrue and false. They need much more regulation of these crooks.
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ID
#2113704 Review #2113704 is a subjective opinion of poster.
Pros
  • No pros
Cons
  • Have really gotten bad
Preferred solution
Apology
New Reviewer

Poor service from Verizon Woodenville wa

The General manager was very rude this morning when I asked for help in regard to help with my phone which I have purchased insurance on and even purchased a screen protector from Verizon Nenad Samardz said it is all thru a second party and that they don't take care of problems. He had a bad attitude..... No help at all and Now I have been trying to talk to someone at Vernon Which is takeing forever

User's recommendation: Do not ppurchase phones and insrance from Verizon..

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ID
#2111435 Review #2111435 is a subjective opinion of poster.
Location
Woodinville, Washington
Service
Verizon Manager
Preferred solution
Let the company propose a solution