Verizon Fios

This is probably the worst customer service ANYWHERE! Beside the silly things like just trying to transfer my service to my new house & them cancelling out my service & signing me up for a 2 year contract. Or even that it took them 24 days before they could even come to install my service. No the best part is, I cancelled my installation 3 times & they not only sent me equipment that I have to send back or they will charge me for the equipment or charge me a pick up fee but showed up at my house today to install & called me 5 times while I’m at work! Customer Service in the end will always trump product. Get it together Verizon.

I’m sure this is not who actually installed my internet but this was the closest Verizon to my house. A Verizon tech came out to install the internet. He left a gigantic oil stain on my driveway and nothing has been done in over a month. I have left multiple messages and have opened about 6 tickets now. There has been no resolution. They also will not tell you that when you order internet that has speeds of 100 over 100 that they are wireless routers will only deliver half. If I could go with anyone else I would but this is the only company that will deliver internet to my house. If you have a choice choose someone else. I have attached a photo of the oil stain left by the technician. If this ever gets resolved I will update this review

They are all a rip off Verizon, Cox and Direct TV… over priced, support is not good … Not worth the money…

Horrendous customer service. I ordered Fios Internet and when the first bill came it was bait & switch. On hold for 1.5 hours to cancel. I get good service with my AT&T phone tethering. I can’t understand how they stay in business.

It’s not this store but Fios customer service, our son had an installation this week at his house the technician smelled of booze and by the time I drove over there the guy was down the street sleeping in the van, I canceled the service call and made it clear I wanted to talk to a supervisor, our son also called to complain but still no response… who do I call next the PUC

I had set up install in August due to contract running out in Sept from Cox. I went a head and ordered the bundle promo. I had everything planned and arrainged for the installation, dropped off old equipment at the cox retail location, took time off for installation.
The day off installation Verizon had wrong address in system how does that happen when everything was verified when ordering service. I called just to get a bunch of bulls***t and runaround never once apologize for their mistakes. A lady representative told me since i called quickly she would dispatch a driver a 1pm so it could get done today, guess what never happened.
I made another call to argue with gentleman said became an engineering issue granted fios was previously in home. Long story short Verizon can take a flying leap i went back to Cox on a non contract deal.
Cox=better customer service

Tried to call Fios Customer Service; was re– routed to India– for 100 $ reward card. Added to list– beware, they try to rope you into 3 paid promotions with fast talk– all the while apologizing for not being able to connect you to customer service. I just want the local weather back!!!

In all fairness, I must state at the outset that this review actually pertains to the Verizon FiOS system, rather than this retail location. I have no idea how my gripe was assigned to this or any other retail location as I’ve had virtually no dealings with them. The years of trouble that I’ve experienced with FiOS rest with the customer service «tech support» people that I’ve dealt with on the phone.
Here’s my response to Verizon’s request for my comments regarding my most recent debacle .My suggestion to all: Caveat emptor!
In addition to nearly incalculable «minor-​moderate» outages, this has been perhaps the 10^th major outage that we’ve experienced since FiOS was installed a few years ago
At each occasion the Verizon telephone tech support representatives demonstrated their inability to address the issue. In fact, by the nature of their questions and «suggestions,» it was often clear that they could not even comprehend the problem.
Facts:
§ I have had 2 ONTs installed and a third one «almost» installed. (Why the «almost?“I told the field tech not to bother – and he was in agreement that another swap would be useless!!!)
§ I am now on my THIRD router.
§ I am now using the 2^nd ONT POWER SUPPLY that you’ve installed.
§ You have shipped to me a FOURTH router to solve this most recent problem — which «miraculously» cleared itself while the router was still en route!
§ Clearly, not all Verizon tech personnel are «on the same page.» Regarding any single problem during its occurrence, tech people at various levels and/​or in various tech specialties tend to give different diagnoses and different solutions. Field tech personnel (generally quite friendly) invariably refer to tech call center reps disparagingly as know-​nothings.
§ Finally, when I attempt to obtain a CREDIT for my down-​time, I am invariably made to jump great hurdles by the business office (when I’m able to get through to them, that is) and thus suffer the indignity of having to beg for the pittance that should flow from Verizon’s failure to perform.
If you wish to contact me, I earnestly invite you to do so.
/​/​ANECDOTAL UPDATE!!! /​/​
Just dropped off the router at my local UPS Store for prepaid return to Verizon. The fellow behind the counter, as he scanned the label, remarked, «Betcha there’s a router in the box!» And that brings this report to its conclusion!

I had a very negative customer service experience from this store. Although, after the incident Verizon made several attempts to reach out to me to apologize for the employee’s actions. I now have a more positive feeling toward Verizon and appreciate the apology I received.

Going to the store is way better than phone support. Ive changed dvr boxes got new remotes and changed plans many times and its always with a person and in 10 minutes. Most of these reviews are about phone support not the store in question.

I, too, HATE HATE HATE FIOS. Not just this store in particular, but the entire company in general. I feel I will have the same problems with another cable service, though, so I stick with them. I have had THE MOST frustrating experiences on hold with Verizon. Or getting cut off with Verizon while holding. Or dialling numerous phone numbers that appear online on their website, which are no longer working. I think in my entire life I have never experienced the torturous phone calls which I have experienced with Verizon. Today our TV channels are not working. We tried calling the number on the screen we were told to call, but the wait was onerous so we just hung up and decided to read — yeah BOOKS. I cannot call them back. I have had so many bad experiences with them, I just can’t bring myself to put myself through the torture. Once in a rental house we owned, with no chairs in the kitchen near the phone, (and afraid to put down the phone for even three seconds, for fear of being cut off) I had to hold for about 45 minutes standing up. It hurt my poor knees (seriously). I don’t know if Cox is better, or any of the other cable companies that are available in the RI area — but if you are getting new service I do not recommend using Verizon FIOS — even though it is SUPPOSED to be the very best provider you can get. They might be a good provider but their customer service SUCKS so badly. Sorry for ranting. This TV crap just put me in a really bad mood. Stay Away from F.I.O.S.

I have fios and I love the service. It is better then any other cable service, however this store is horrible. It used to be a fine place to go, but now they coppied their store down the road with the sign in tablets that take forever, and the horrible customer service. I work in the industry, and this is the saddest excuse for customer service I have seen. There were 10 people in the store, 6 associate’s, and 8 people waiting. If I didn’t greet the customers when they walked in and made them wait over 30 minutes when I had plenty if staff I would be fired. You don’t need 3 associates for one customer. Also the hours this store is open are pitiful. 10 – 6 and not open Sunday and Monday is sad. This needs to be changed no-​one can ever get there. This store needs to be fixed, NOW.

Do yourself a favor and drive 20 min. NW to their Smithfield location instead. It is less of a zoo in their, and they are friendlier and more helpful for some reason.

Don’t get Verizon. Cox is bad, but Verizon just plain horrible. I’ve had Verizon for almost two years and the cabe has never worked properly. At any given time there are three to five channels that are pixilated, choppy, or just don’t work. Tech guys have been out four times for hours each time. They say its fixed after switching a few components then leave. Within a week the same problems are back. Why am I paying these people for cable???

I love Fios but I want my HD Set Top Box with a clock on it and they only have it on the DVR.

I’m not even a Fios customer but have complaints. Verizon’s Fios selling tactics have me wondering if I should cancel my plain old copper wire phone service with them. They’ve come uninvited to my home three times with a hard sales pitch, (no rate card in hand.) This in addition to a sales pitch anytime you call them for any reason. In their sales pitch they quote rates without even asking what services you would like to have. Deceptive and dishonest seems to be their way of doing business.

My Message to Verizon Fios via Facebook:
«As I type this I am on hold with Verizon Fios for the 4^th time this morning. This has now amounted to 2 hours of my morning listening to your terrible „on hold“ music and being mistreated by your customer diservice representatives. Even worse, I asked to speak to a manager and was told that there „are no managers“ and was put on hold YET AGAIN for upwards of 45 minutes. When the representative comes back (or IF, actually since I’ve been abandoned in phone limbo 3 times) I am having her cancel my services! I receive phone, cable and internet and have never had such a bad customer service experience in my life. If it’s not the terrible music going on for ages (since you’re being ignored) it’s the fact that it takes 15 minutes of texting or talking back and forth with a robot who clearly doesnt understand english to even get a live representative on the phone. But not being able to talk to a manager because there AREN’T any? That takes the cake. What kind of crap establishment are you running, or are your customer service representatives just LYING to avoid having to do any extra leg work. Finally I get someone on the phone who has a manager and that person herself has been waiting 20 minutes for the manager to even come over and address my call. I hope he’s enjoying his sandwich or whatever is way more important than my TV. The sad part is, all it needs is a simple reset from the cable to the box… could’ve taken 2 minutes (This is the 3^rd time this month this has happened). Instead, due to an inefficient system and employees that obviously don’t care it’s taken well over 2 hours now and cost you a valuable customer! Unemployment is 11% in Rhode Island. Fire the morons and hire someone who actually will take pride in their work and represent your company accurately!»
Verizon’s Response via Facebook:
Verizon FiOS «Ayo, Sorry for the trouble you had with getting a manager direcly. We’re here ²⁴⁄₇ if you need help with your FiOs services. If you like us to see if we can save the acct message us or if you don’t mind filling in our secure acct form @ …
Update: They credited my account 20 dollars for my troubles. Whoop-​dee-​doo. I was so frustrated I was nearly in tears. «Louise» Whoever you are may your name live on in internet immortality as the worst customer service representative ever… I can’t believe she actually YAWNED when I was done recounting to her the previous calls problems and then pretended she didn’t have any superiors. I hope they’re paying you in Trident Layers! I hope your bras all tangle in the dryer! The only reason we didn’t cancel is because no other provider offers a DVR with a 30 second skip button, and my husband can’t live without it. Also when we signed up they promised us a 500 dollar gift card I have yet to receive… once I get it, it might seriously be deuces Verizon.
For the record if you ask to speak to a manager the customer service representatives must wait «on queue» for a supervisor to address your problems through an internet phone service. So they DO have managers, they just might not be on the call center floor. It takes forever. It took so long the representative acknowledged that it was taking forever, gave up and gave me an address to where I could send a written copy of my complaints. Knowing me, I’ll probably do that. In case anyone else would like to reach management directly via «snail mail» the address is as follows:
Fiber Phone
PO BOX 33 077
St. Petersburg FL
33 733

Verizon is the worst, I can on and on a about the service they provided, They will never show up on time, they will charge you for every little thing including remote controls from a cable box that they charge a monthly fee for, and please don’t fall for their advertise price of $ 89.99, you will end up paying t least $ 50.00 more and you have to sign up for the 2-​year contract for the «89.99 deal» I thought you could not false advertise but they are getting away with it. They beep beep!. I could rated this company at 0-​stars I would.

OMG! My entire review could be a string of profanity and it still wouldn’t reflect how much I hate Verizon.
I called them a month ago to check pricing on TV service (JUST a price check) — and the sales weasel initiated a work order to port over the TV! I immediately contacted him to cancel the work order, but he said he couldn’t, and that the work order needed to stay active in order to give me the price he quoted.
I decided to port my phone to Cox because the deal they offered was much better ($ 40/​mo cheaper!) That’s when Verizon somehow morphed into a vindictive ex-​lover.
For 2 weeks, I played phone round-​robin every day — first getting a call from Cox that Verizon would not release the line to them because of this sales weasel’s «price quote work order,» then calling Verizon to try to get them to cancel it. First they denied the work order existed, then they assured me it was canceled, then they denied it was ever a work order.
Then two days ago, they «accidentally» disconnected my line. Cox can only port it over if it’s an active line.
«There’s nothing we can do except treat you line a new customer. We’ll need to set you up in the system again, and run a credit check.»
I HATE HATE HATE VERIZON.