Verizon Fios

Terrible wish there were negative stars. Be prepared to listen to music for hours, they have no idea of customer service. Spent more than 12 hours resolving a problem and it still is not resolved.

I only have Internet; I can’t speak to the TV or other services.
Once it’s hooked up, Fios service seems very solid. The price is OK, not great.
Customer service is really a mess. Happily, I rarely need it.
But TW now has lower prices for faster service. I’m probably going to switch. New packages should be rolling out for xmas, so I’m sticking with Fios for a little bit longer and seeing what they come up with.
3.5 stars.
See my previous reviews for more thoughts. They still block Port 25, which is still a bummer.

As so many have stated, I too wish I could leave a big «0» stars. Absolutely the worst customer service I have ever seen and been involved with. Not going to bore you with details, but bottom line is we have been without a home phone for over a month. We have had home service for 13 years and then told we needed to update to FIOS. We said OK and then the fun/​nightmare began. (painted driveways, jack hammers, and tore up lawn too)
Not sure the exact number of calls, somewhere between 30 – 50 (between my wife and I) Each time having to go through the usual identification process and then explaining the problem, again, again, again, again, again. Not sure the hours on the phone (including hold times and calling back after they hang up) But they have cost me several days of lost productivity.
FIOS should stand for…
F= False I= Iterpretation O= Of S= Service
BTW — English speaking customer service representatives would be a plus/​novel idea.

The reviewers are right; customer service is nonexistent, even when installation doesn’t work.

What happened??? We left TWC because TWC was constantly freezing so we changed provider’s. After Verizon ’ s last software update our cable is constantly freezing now when before it didn’t.
I’m insulted that I have to pay for crappy service. I miss when television was FREE!!!

WTF!!! With the name Verizon in front, you should expect something decent but, nope, it is all a BIG HUGE MESS!
I need a landline and unfortunately Verizon Fios is the only prover in my are. I called them and made an appointment installation for today, Friday, from 8 a.m. to 5 p.m. I canceled everything I had just so I could wait for the technician. I waited and waited, finally called them to see what is happening. Do you know what is happening? NEITHER DO THEY! No one knows where my order is, when is my appointment, my account number, NO ONE. So, what is the point of having sales associates if their level of intelligence (or stupidity, your choice) is not appropriate for the job?
I can see the beginning of an awful sad relationship happening and I know it won’t be pretty. I just hoped I had different options.

AN UNGODLY MESS
I’ve been around the block a few times, had numerous ISPs, and encountered some truly awful customer service in my day, but Verizon FIOS beats them all, hands down.
Many service departments at telco companies are understaffed, overworked, and under-​equipped, but Verizon seems to have actively and perversely engineered the worst possible network of support vendors and then tied their hands behind their backs with fiber optic cables.
About a month ago we discovered that our very expensive ⁷⁵⁄₇₅ data service was measuring 75 Mbs download and 1 Mbs upload. Thus began a saga of epic fails on the part of the clown company that calls itself Verizon customer support.
A few highlights:
Call #1 — barely intelligible woman answers, no help at all. Ask to get transferred to a supervisor. Guy who sounds like he knows what he’s doing tells me they have to rebuild some profile, and it’ll be fixed in 24 hours.
Calls #2, 3 & 4 — repeat calls on ensuing days to tell Verizon that the problem isn’t fixed. Very bad English speakers on the other end each claim that the problem will be fixed in 24 hours.
More calls — Verizon starts robo-​calling me. The recording asks ‘Is your problem resolved? Press 1 if so, and 2 if not’. Really? Don’t they know the problem isn’t solved? Presumably, if you press 1, they can just ignore you. If you press 2, you get dumped into the hold queue for 10 minutes. Then a random Bangladeshi call-​center warm body answers with zero information on your account or ticket, and you have to start them from scratch. I’m not making this up. Verizon calls YOU then puts you on hold for a know-​nothing seat-​warmer who has no idea what’s going on.
Calls 8, 9, etc each taking 45 minutes or more — I try reaching up through the service center ranks. All I get is bounced between sales and tech support. One supervisor I reach during the day (while I’m at work) tells me that the only way they can help me is if I run diagnostic tests from my home computer. But I’m at work. And they somehow can’t remote-​diagnose anything (you know, like an ISP would).
I try calling at night after work. First I get through to tech support… in Tijuana. A guy in Tijuana tells me that his ‘tools’ are down, but he might be able to help if he can initiate a screen share and take over my laptop. Uh, excuse me? Security breach much? He might as well be offering to pick up a needle out of the gutter and jam it in my neck.
I try calling again, this time asking for tech support in the U.S. BTW, on each leg of this road trip from hell I have to drone off all the account information, every… single… time. They route me to New Jersey. New Jersey woman answers. Digs through my files. And announces that the only people who can help work from 9 – 6 Eastern time, and that department is closed. I told her those are my work hours, and I’m not home. But I have to be, she says, or they can’t do anything to help. She actually says this with (I’m imagining) a straight face.
So to sum up. Verizon requires that you use your computer to run tests on their equipment, during their business hours, to diagnose their problems; otherwise there’s not a damn thing they’ll do to help. And finding this out is a long slog of misery on the phone.
Save yourself the trouble, stay away from these fools.

Worst customer service EVER… Got ping-​ponged back and forth between Customer Service and Financial Service 4 times, spent over 2 hours on the phone with nothing being resolved. To make matters worse this was not the first time, we have had to call them 3 times in the past 4 weeks just trying to close the account and return the equipment. We simply moved from CA to TN… FiOS is a Horrible company to have to deal with.

the worst customer service of all time. TWO failed appointments to install updated router, without advance notice. TWO days sitting around awaiting the installer who never showed. No call, text, email. Add 2 hours of trying to navigate phone tree to talk to someone. Result: apology and new appointment. Explanation: none. Concession: none.
I abandoned FIOS tv for Directv over customer service issues (Verizon losing a $ 200 a month tv customer). I will abandon the FIOS internet soon.
I truly detest this company

the very very very very very worst in customer service whatsoever!!!
takes two month to correct its own errors, and still on going, but i am paying for something i am not receiving
if you wanna get services from india and other non-​english speaking «verizon service providers» spend 50 hours — so far to get your service back, — then enjoy the saga!!!

Salesperson bait and switched me. Quoted me a price that was much lower than what I was billed. He verified it at least 5 times before we completed the order. When I called Verizon to correct the billing, they said that pricing was not available in any way, shape or form. They have been unwilling to correct the bill or help offset it in any way. They are unwilling to put me in touch with the salesperson or anybody in his department. I have spent at least 4 hours on the phone with Verizon and every time they blame me instead of listening to the sales call or verifying it with the salesperson and/​or his supervisor. I then complained to the Executive offices and the representative that called me also refused to help. I asked her to put me in touch with her supervisor and she agreed then hung up on me before I could get her contact information. I HATE VERIZON FIOS!!!

They make you pay for getting out of a contract. We tried to move them to out new home. And they still made us pay even though they are not providers for that area. If they do not service the area they should allow you out of the contract. It’s not like we wanted to switch to an other providers service. We were moving.

No stars for you! They made me give you 1 star but I didn’t even want to do that!!!
I want my money back!!!
I highly recommend not using verizon unless you seriously have no other choice like me. Horrible service! Horrible customer service! They get with you with a kinds of early termination fees & when you ask for something to be done it doesn’t happen but then it’s your fault. I will never use them again. I would rather go without wifi then ever have to deal with this company for as long as I live!!! I should have listened to many others that warned me about them. Shame on you verizon!!!

So So SO bad. They signed me up for an account. When I get the equipment and go to set it up I’m told services aren’t even provided in my area. I go to close the account and am charged a $ 109 cancellation fee? What? I can’t use your services! 10 customer service representatives and over 2 hours later I still can’t get the charges removed. I’m transferred, then transferred again, then transferred again. Finally I’m told it’s officially removed and then later IT SHOWS UP ON MY CREDIT REPORT.

when you see star and half then you know Verizon is not doing the right thing.
Be Carful.
Fees and Charges are all hidden.
upgrade your Speed and get charged $ 100.00 + speed upgrade
Order TV and get charged additional $ 27.00 for equipment per month
they said my first bill will be $ 69.00 it was over $ 250.
Ask, ask and then ask some more about all the fees.
you will definitely be surprised with all the fees and what is your actual cost per month will be.
when you do call the customer service they will let you know, not in those words but «Take it or leave it»
I think Unilocal should implement Zero Star

Warning! Watch your bill. I am paying huge fees for medium service.
I returned 2 cable cards through the UPS free return service that Verizon provides if their equipment is broken. NOTE: Beware, Verizon is known to fail to remove the equipment from your bill. MOST IMPORTANT: keep your UPS tickets with the tracking numbers.
Do not trust that Verizon will remove the equipment from your bill.
NOTE: all billing errors according to the billing representative with whom I spoke cannot correct anything over 60 days. Yet, Verizon takes 30 days to ‘discover’ the error you point out.
Check your bill carefully each month to ensure the charges are correct. I will take responsibility for failure to follow this advise. However, I had to call back 4 times before I could get a resolution to the overcharge issue. I am out ~$ 100 in overcharge fees due to the failure to remove equipment that UPS tracking clearly showed was delivered to Verizon.

We recently relocated from East to West coast, and called Verizon Fios to transfer service. So far, so good… we were told we could hook up the modem & cable box in our new place, and all would be good.
So… we arrive, and the kit doesn’t work. Fios send a tech who installs a HUGE box inside the family room of our apartment. We are charged a $ 150 termination fee; service wasn’t actually «transferred» as requested, just one account opened and another closed. We received a warning letter for not having returned the modem & cable box we were told to take across country. And we’re on a more limited plan, at a higher rate.
Wow. Customer service has been lacking from cable companies forever, now these idiots hold the keys to internet access. Just be aware, if you try to «transfer» service, you will get the runaround.

Verizon is a fraud. All their advertisements are false. They try to get you in with low offers, tie you in a contract, then rise the bill by 60 percent. If you wanna cancel, you have to pay cancelation fee. Did the same thing to toe other people I know. I hope they will get hit with a class action lawsuit for all their false advertisement.
Their service is horrible. The agents are as stupid as one can be. All they are trained to say is, sorry mam, I understand, but we can’t do anything. I can’t wait for my contract to terminate. They are just crooks.
DO NOT GET VERIZON. TIME WARNER IS MUCH BETTER.