Fios Customer Service

I scheduled and confirmed a 3:00 - 5:00 appointment. I even took two hours off from work. Everything was confirmed. By 5:20 PM -- No show. No call. No communication to let me know they were not coming / running late. I called customer service. The rep told me she spoke to a supervisor named Mr. Kitt who would call me. I requested his phone number and called him directly. He didn't seem to know what I was talking about. he was not helpful. He only told me that the tech was stuck on an earlier job. When I asked why no one called me. Mr. Kitt didn't answer. I asked Mr. Kitt if he would look into it and call me. Mr. Kitt never called me back. I followed up with a text and left a voice mail. NO RESPONSE. It was a bad situation that Mr. Thomas Kitt made WORSE by not responding. I called customer service again. Hopefully Jimmy Benjamin resolved it. jimmy Benjamin was actually helpful and took responsibility. I'll know how everything turned out later today.
Date of experience: August 11, 2023

Fios has the worst customer service offering of any internet service provider Period. I'm getting rid of them. Today !!!

Shut at weekend. Now cannot get through to an agent. Somehow my account is locked and cannot get through to an agent. Absolutely crap.

For what reason would I wait an hour to speak with someone on the telephone at Verizon Customer Service? NONE. Why would I be logged into my account, then try to access another Verizon link and be kicked out of my account, try to log back in and be denied access over and over after receiving numerous computer-generated apologies telling me to try back later? Why is it that when I owe on my bill I receive a telephone call to remind me it is due but, when I have a $200 Reward Redemption, I cannot get anyone on the phone?! If I ask for Customer Service, that is what I want - not to be forced into a Tech Support cue where they begin sending SIGNALS to my televisions!! WHAT THE HECK IS GOING ON IN CUSTOMER SERVICE?!

Horrendous service. Fios was once regarded as having fantastic service, but Fios has beaten Comcast as worst service in my book.
I'm having a WiFi issue that will likely be easily repaired, but they have cancelled three times through text messages.

The first time they cancelled through a text, I rescheduled using the same message to choose from three available time slots. I chose one based on their timing.

The second visit was a no call, no show.
I had to call and scheduled a second visit using a time they had available, So I chose a Monday between 12-2.

Here we are at our third visit and they cancelled 11 minutes before they were scheduled to arrive, again through a text message...

I called and went through the automated service to eventually get to a human. The person picked up the call, breathed into the phone and hung up. I couldn't believe it.
I can only assume they knew I was calling about the cancellation and just didn't want to deal with me.

I don't understand it. We pay almost $200 monthly for the service, we also use Verizon wireless, not to mention we've been with them for about 13 years and this is the type of service you receive in this day and age, it's ridiculous.

UPDATE: Spoke to customer service, they were apologetic and rescheduled the appointment. Fast forward two days to the date of the new appointment and They just cancelled the appointment for a fourth time 30 minutes into the time window they were scheduled to arrive.
I'm astonished... they are officially the worst company I've ever dealt with.

I left Comcast because their customer service was awful and now I'm leaving fios for the same reason.
Once a company gets so big, they really don't care about their customer complaints because there's always someone else to fill your spot if you leave. This is the exact reason why there needs to be multiple companies in any specific field.
This explains why people are cutting the cord at such a high rate.

I'm from buffalo New York and this year...
I'm from buffalo New York and this year the bills are on NBC and these stupid POS owners can't do their 1 job, I can't wait until my mother f@c&ing contract is up so I can go to ANY competitor. This is the dumbest way to create leverage against a company. DO YOUR JOB!!!!!!!!

What a joke! I'm trying to resolve a problem. And your trying to make me pay to get help. I have the entire conversation that will be posted. Terrible Service! Thanks Ellen! ?

Physically returned cable equipment to a Verizon technician, but continue to be charged $360 for the equipment. Spoke to support 4 times and each time am told that they confirmed my equipment was returned and charges removed, but am still being charged. Each time I call it's starting over and going through the whole process again. Have spent over 3 hours now trying to resolve an issue where the equipment was physically delivered to a Verizon employee. It feels like retaliation for dropping their cable service since I replaced it with a streaming option.

Fios has to many channels that they keep removing plus movie's on demand are playing the wrong we click on to watch turn out to be different movie's this happened more then once. Since I had service for a year about 18 channels have been gone. But they don't bring your bill down even though it's their fault and it's wrong.

Canceled my service for a certain date and asked for the final amount due given that specific date. CSR suggested I pay the full bill (not yet due) and allow them to process and issue a refund, maybe by check, maybe by a gift card. They somewhat grudgingly gave me a number - an incorrect number about a month ago, which I paid promptly.

Email from Verizon today: "Good news! We were able to successfully process your refund. . . . Your refund will come in the form of a Prepaid Mastercard® for the total amount and can be used anywhere debit Mastercard is accepted worldwide. Please follow the activation steps included with the card prior to use..."

Wait ... Was I allowed to pay my bill with a "Prepaid Mastercard"? And If I was 6 or 8 weeks delayed in paying it, would I be charged a penalty for that? Oh, and wait, was there a question as to whether they would be able to "successfully process [my] refund"?

How many businesses (not monopolies in certain contexts) would survive when dealing with customer with so little equity? (Play by the same rules you hold your customers to.) Frankly this approach seems to me to share much in common with many types of scam ... i.e. taking advantage of untraceable gift cards. Wow.

Dear Verizon, I was hoping we could do business together. I had to pay a $150 security deposit and I live on a fixed income.Two weeks later I had to pay $85.92 for the monthly bill. I was getting internet and 15 channels, I decided that I could really only afford internet. The advertised price was $39.99 but the representative told me I could not have that price and that internet only was going to cost me $110 a month. As I found this price unreasonable, I had no choice but to cancel service and return equipment. I feel cheated.

Verizon: I need to have you pickup or otherwise return some Fios equipment you recently sent. It was delivered by UPS to the wrong address. I am Unit A. It was delivered to Unit D. I now have the box. The email you sent me refers to the return label included with the shipment. I cannot find a return label. I request that you send UPS or a Verizon employee to pick up the box. The entire situation was misrepresented to me. I was told by a Verizon man (or men) who came to my door in early December that I needed to convert to Fios since it was fiber optics and copper wire was being phased out. I was also told that I could (would?) lose service if I didn't convert. That was not true as far as I now know. I spoke with another person who lives in this development and he didn't know anything about it. I want to get rid of this box of equipment. Please advise how I can do that. There should not be any cost to me for this.



Milton

Since it is Sunday Fios customer service is closed. I feel that not enough was said to cover our snow. You should take a lesson from cable channel 12, which I miss at these times!!!

I have a complaint about your customer service! You certainly don't have ANY. I spent some time on the phone with a tech support guy and I know I don't have much tech savy .....but this guy didn't know anything!!! It took 4 hours and another tech to get this resolved. We had to have a service man to the house. He was great and had the problem fixed in no time. I intent to go to the Verizon office tomorrow and complain. I don't know how this company stays in business with these recordings and ill trained people as first line of contact for their customers! They asked me to rate the service 1 to 5, with 5 being the highest!! I rate you 0, because I got no service what-so-ever......and you wasted my TIME! I intent to switch from Fios asap.

I just became a customer about a week ago. Within 1 hour I had no dial tone on my phone. It took another 7 days to get someone back to my apartment to fix the problem. Customer service continued to tell me that they do not see a problem from their side. And I continued to tell them it was coming from the installation from my apartment. They fail to listen to the customer. It took me to talk to 5 representatives in order for me to get an appointment for someone to come. It was very frustrating to say the least. Im sorry I left Cable.

My entire FIOS service went out two weeks ago, and was fix fairly promptly. it went out again a week later and was fixed again promptly. Neither of those fixes solved the problem, since it all went out again this week. This third time, a technician came by for three hours, and said the problem was with wires outside, and someone would come this morning the next morning to fix them. no one came, and now I'm told no one will come for another day at least. This is service at the level of Comcast.

was told I wasn't entiled to the 350.00 visa gift card because they received my payment two days late. then tried to give me so double talk. I wish i never signed up with them. they got paid, I get nothing bu lies.

Signed up for 2-year contract for the Verizon Fios Triple Play. Never received $300 VISA gift card. Have called three times to correct error: told first time will take care of. Nothing happned. Called again and was told that since I did not contract them within the first 6-months, that the offer had expired. Called last time requesting to talk with a supervisor. Connected to someone that would not tell me his last name or official title. Probably an employee pretending to be a supervisor. He said that my installation order had been canceled and so was the card. Funny because I have the service and have been receiving bills every month. I believe that what has happened is that when ordering the tech installation was canceled and I did self-install since the wiring was already done. Very difficult to get someone at Customer Service to see the problem and correct it. Will be switching when my contract ends.

Due for a FIOS install today between 8-12 but never happened.
After receiving a confirmation email, today VZ told me my order did not get processed and no way to get installed until Mondat June 1st
my complaint to the CS and Spvrs went unheard and unsatifactorely answered. I'm so irate !!!

Okay, I understand when companies have networking issues with homes, especially in my area - it's an old neighborhood and I'm certain that there's problems with connectivity in the phone lines, especially inside the houses.

Mechanical issues outside Verizon's control.

Not their fault.

So when I call about a performance problem, I'm not going in blaming the company. Nature of the beast and all that.

But Verizon's automated customer service system lied to me.

You heard me. The automated system.

It told me it was doing a check on connectivity for my internet connection.

People in my field know that this process takes at least a minute, perhaps more.

The automated system reported back to me on the connectivity in literally 2 seconds, telling me next steps.

Which is impossible.

Even if I had completely disconnected my modem - you wouldn't have been able to recognize that there was no connection at all in 2 seconds. No way in hell.

So what's happening here? Here's my guess...

Some Verizon executive got it into his smart little pea brain that telling the customer they're running a connectivity test via an automated system and then recommending that they disconnect and reconnect their modem is a great way to get customers off the tech line who don't know enough to do that on their own.

It's one thing to get lied to by a phone tech. It's another thing for the company to set up an automated lie to get you out of the queue.

That is absolutely disgusting, unethical and JUST PLAIN STUPID.

Whoever you are, mister executive, you needed to be fired the moment you suggested that.

The fact that you WEREN'T fired - that other executives agreed with your decision enough to actually set it up?

This is when the shareholders need to step back for a second and see whether they like who's at the helm of this company's ship.

Worst customer service, once they get you as a customer if you have an issue, you will be calling and not getting an answer.

Customer service stinks. All canned answers no concern for customer they don't really care what you have to say they will be there when they want no matter what you say. No phone,Internet,or TV after close to 3 hours on the phone having my husband trying to repair and asking for tech to come out they said 2 days really 2 days with no phone internet or TV! We upgraded pay plenty new contract and nothing but problems finally came out said problem with J connector or something like that. Now about to call again because keep losing Internet connection. They don't care about their customers!

Well played Fios! I've been looking for some motivation to research the competition and who would of thought you would have the gumption to give me the little jumpstart I needed. OK, I requested the first in-home service since installation 5 years ago. Was happy to hear that they could send someone in only two days, but then they gave me the window for the service... some time before 9pm. What!? OK, OK they are busy people, I'll just bite the bullet and stay home ALL day to make sure I don't miss them. Oh and BTW Verizon guy, please call my cell phone and not the cell phone on the account (my wife's) since I will be the one sitting at home. Or I guess you could also call my home phone, which you provide service for, so I'm thinking you have that number. Anyway, my wife got a call around 3pm saying sometime around 5pm, awesome! It's been a long wait but I'll take that. Tik tok, tik tok, 6pm...7pm, then my wife calls and said she got a voicemail saying sorry can't make it today. You will need to call back and schedule another appointment. Wow, just wow. I'm paying these people to treat me like this?

Wow!!! After 1.5 hours on the phone and no solution, we gave up. The simple task of purchasing an on-demand movie turned into an impossible task and an abysmal customer service experience. Essentially no service was rendered after multiple attempts and several conversations with obviously foreign customer service reps. Time Warner is looking better by the minute. Denise Tucci,

FIOS customer service is horrendous, the phone prompts to get to talk to a person are impossible. I have

After being away from home for nearly 3 months, my TV controls and picture were simply unresponsive, in fact only the Disney app worked.
So after trial & error, I called Customer Support & Steven walked me through testing to find the glitch: and it was the Roku, simply unplugging that piece restored everything.
Steven was very patient, had great suggestions, was polite & friendly, but most of all he had me up & running in less than 10 minutes! He absolutely earned 5 stars for Customer Service and common sense technical knowledge. I am very satisfied with his help!

I recently had the pleasure of interacting with KELLY Verizon She demonstrated an understanding,empathy, politeness that one rarely finds today. Her effort on our behalf was exceptional and she continued the process until we were satisfied. Our encounter wasperfect

Yesterday morning I called Verizon when they informed me that their work on the cable outage had been finished and their service had been restored.



When my TV still wouldn't work, I got connected to a woman customer service rep. She asked me to pull the plug on the TV and then plug it in again, which I did. Nothing changed. Everything was still snowy and I still had no picture. The she asked me to change channels. I did. I changed channels on both the TV set and using their set top box remote. Nothing changed. I asked her several times to repeat what she said because I couldn't understand her and she ignored me. Then she asked me to remove all the wires at the back of my TV and set top box. I told her there are more components hooked together than just the TV and the set top box. I also have a DVD player and dual deck VCR hooked into that system. She kept insisting I take off all the wires connecting those components. I told her, Verizon put that all together. Don't you trust your Verizon techs? She said she didn't know if they had done their work right. I told her everything was working fine until the outage and I saw no reason why the wires would have to be changed. Besides, if I took all the wires off, how could I be sure that I was putting them back where they belonged? I also said, if I have to have the techs back again to hook everything up, it is going to cost me over $130 to pay for their visit. I then decided I had enough of her, told her we were finished and hung up. When Verizon called later in the day asking me to rate how well their customer service rep had performed, I gave her a one on a scale of one to ten (10 being the best). She was useless, couldn't communicate well, hadn't fixed the problem and had given me advice which I was sure was going to cost me lots of money.



Around 4:30 I decided to give Verizon another shot at trying to help me. This time I got a male customer service rep, so I knew I wasn't talking to the same person. The first thing he asked was what is the make of my TV. I said Toshiba. He said, "Get the Toshiba remote." I did. (I never use that Toshiba remote; the Verizon remote has supplanted it.) He said, "Turn the Toshiba remote on." I did. He asked me if the remote lit up when I turned it on. I told him, it didn't. He told me to change the batteries. I did. He told me to put "03" into the Toshiba remote to see if the TV screen would change. EVERYTHING CAME BACK IMMEDIATELY. DONE!!!! This took less than a minute. When Verizon calls asking me to rate him, he gets a 10!



Just so you know, Verizon has not contacted me yet to give this second customer service rep a rating.






Please give that second rep the 10 that he deserves. He is a credit to your company.



Thank you.

Great service, never had a problem with Verizon in two and a half years! Always the best signal and picture. Wouldn't trade it for anything.

INGRID IN FLORIDA TECH SUPPORT Amazing support unbelievable I was astonished with her patience aswell as her wealth of knowledge. She was absolutely incredible with literally spelling everything out for me and I feel comfortable with my verizon equipment since she walked me through and gave me a knowledge base and confidence to work with your product. These are things I absolutely look for and will be going back to my android now instead of my new I phone 5 just because customer service especially at that levelgave me such a good reflection. So let INGRID know ill be selling my ipod and iphone 5 both brand new to go back to verizon and get their tablet aswell and their new android. I absolutely wouldnt even consider OR FATHOM THIS but THE MANNER IN WHICH SHE DID HER JOB WITH HER EXTENSIVE KNOWLEDGE OF ALSO WHERE TO FIND INFORMATION DUE TO THIS ITS ONE MORE THING I WILL NOT HAVE TO STRESS OVER AND NOW AM CONFIDENT AND THAT TO ME IS PRICELESS AND I THANK HER FOR THAT SHE MADE SUCH A GOOD IMPRESION FOR VERIZON THAT AGAIN I WILL BE SWITCHING TO A NEW TOP OF THE LINE TABLET AND THEIR TOP OF THE LINE DROID. THANK YOU OH SO MUCH AND I HOPE THIS REACHES HER. WE ALL NEED LESS STRESS AND HER TECHNICAL SUPPORT WAS TEACH A MAN TO FISH AND HE WILL BE ABLE TO FEED HIMSELF RATHER THAN JUST GIVE ME A FISH AND FEED ME, I NOW WILL BE ABLE TO COMPLETELY SETUP THE SYSTEM ASWELL AS LOGIN AND CHANGE MY SETTING AND ACTUALLY KNOW EXACTLY WHAT IM DOING. I THE PEOPLE AT VERIZON RECOGNIZE THESE SPECIAL PEOPLE THAT GO ABOVE AND BEYOND BECAUSE THEY HAVE GREAT CHARACTER AND MORALS ABOVE ALL ETHICS KNOWING TO TEACH SOMEONE HOW TO OPERATE AND SETUP THEIR PRODUCT WILL BE MUCH MORE BENEFICIAL RATHER THAN JUST BEING COLD AND INSTRUCTING ME WHAT TO PUSH AND SETTING IT UP. I FELT UNBELIEVABLY COMFORTABLE AND WORDS CANNOT SUFFICE THE PROFFESIONALISM AND BUSINESS TACT THAT SHE USES. YOU HAVE AN EMPLOYEE THAT SHOULD BE IN EITHER A MANAGEMENT POSITION TO TEACH BUSINESS TACT. I HAVE FROM THE AGE OF 19 BEEN A PARTNER TO THE SENIOR VP DIRECTORS COUNCIL OF SOLOMON SMITH BARNEY AND HAAVE BEEN ONE OF 22 PRIVATE DEFENSE CONTRACTORS THAT DO WHAT I DO. PLEASE TAKE THESE WORDS INTO CONSIDERATION BECAUSE I CONSULT MANY BUSINESSES ON MANAGEMENT AND BUSINESS ETHICS, COMPANY ETHOS, SHE IS A GREAT ASSETT BUT IT WOULD BE SUCH A SHAME IF YOU DONT PUT HER IN A PLACE AND TEACH HER FOR A HIGHER POSITION IN CONSULTING ALL YOUR HR AND TECH SUPPORT SHE WOULD BE AN AMAZING ASSETT I HOPE DEARLY THAT YOU GIVE HER A SHOT I DO THIS AS A BUSINESS I DONT KNOW HER AM NOT A FRIEND OF A FRIEND JUST A RANDOM CALLER PLEASE WRITE ME BACK WITH YOR IDEAS OF WHERE SHE WOULD BE A GREATER ASSETT THAN SHE ALREADY IS. PLEASE EMAIL ME OR CALL ME [email protected] 703 987 1442 317 EAST ST S.E. VIENNA VA 22180 SORRY FOR THE POOR EDITING IM IN A TERRIBLE RUSH BUT HAD TO LET YOU KNOW I HAVE A 172 IQ NOT BEING POMPOUS JUST I ANALYZE COMPANIES FOR A LIVING TO MAKE SURE THEYRE LEGIT AND GOOD TO DO BUSINESS WITH I WAS OFFERED 130K NOT TO FINISH COLLEGE AND STAY AS A BROKER AT 19 BUT TURNED IT DOWN I TRAVEL THE WORLD WITH DEFENSE AND PICK OUT ONLY COMPANIES THAT FALL UNDER MY WORK ETHOS AND CONSULT MANY MINISTERS OF MANY COUNTRIES AND CEOS PLEASE TAKE MY WORD I LOOK FORWARD TO AN EMAIL BACK TO SEE WHERE OR WHAT PLACES YOU THINK SHE COULD BE PROPERLY UTILIZED TAKE MY RECCOMENDATIONS, THANK YOU AND THANK YOU INGRID, Christopher Antal

I just experienced very efficient service from a Fios technician !! I was having a problem with the set box...and within a few clicks the problem was resolved !! My wait time to speak to a technician was less than 10 minutes !! Yay Verizon !!!

I HAVE HAD FIOS FOR 4 MONTHS AND I NEVER CALLED CUSTOMER SERVICE BECAUSE EVERYTHING I DO IS ONLINE. i WILL NEVER COME BACK TO CABLEVISION EVER AGAIN.

Quality product, pretty good customer service, loads better than the traditional cable companies.

I have Fios 15/5 Service, nothing else. Outstanding value for trouble-free & highly-reliable HSI Service!
Excellent feature is the ActionTec Fios Modem w/ built-in 802.11g. Where is that built-in feature Comcast?!

After 3 Years, I decided to write a compliment for a great tech product with great value, $44.95.

Fiber to the home is the way to go! Good luck Cable Co's...

Friends don't let friends use Comcast.

Tom

I had Verizon FIOS for 2 yrs. I thought the picture quality, on-demand and features were amazing. I purchased a new home and unfortunately FIOS was unavailable in that town. I was forced to cancel my service so I returned the boxes by mail (very easy process). Then I got the $175 bill for early cancelation fee. I called Verizon (60 minutes on hold) and explained that I moved and had them verify that they do not offer the service in the new house. I also read them word for word the part of the contract that states there would be no cancellation fee if they do not offer the service in your area. The rep just repeated "I dont know what the contract say's, all i know is that you are charged a cancellation fee and if you don't pay it, we will report you to collections". I asked for a supervisor and read the same clause to him. He responded with the same phrase. After 2 hours on the phone and a big headache, i just paid the $175. Now, 6 months later, I received a call from a collections agency asking for $175 for Verizon. I paid it 6 months earlier and had the confirmation #. I called Verizon to ask why they reported it to collections even when I paid it. the rep confirmed that i paid it then said "oops, sorry sir, I'm not supposed to discuss this with you. the account has been turned over to collections" they will not discuss their mistake with me. Now I had to dispute the charges with the collections agency. i am still waiting for word on the result but im probably gonna get shafted. Stay away from Verizon!!!

the service wasn't so bad its better then other companies. they also fixed my problem immediately and i do recommend this service

OK, as a customer support representative I feel i need to clear the air. Most of you guys need perspective. As for the guy with thunderbird....of course we dont support it, its not a verizon product. If you are having issues with your jeep, you dont go the toyota dealership do you? Most of the time its not the rep hanging up on you, its your cell service cutting out. If we drop a call, we always try to reach you back. For the guy with the firmware issue, It IS a firmware issue and the sup u probably spoke with has teh authority to do whatever needs to be done...within reason. We cant work miricales and no I cant get your tech out today beacuse 1 of your Set Top Boxes dont work. For the couple people who are complaining about them being out but their neighbor having service....THIS IS POSSIBLE, please realise you are not technicians and you dont understand how our system works....It does not work like traditional cable services....its possible your neighbor is on a different card in your locak office. And for the guy who said we dont understand our product, in my experience it is the customer that thinks they understand the product or their responsibility as a customer.


please also understand is that we are talking on the phone....we are not at your house.....you WILL have to work WITH us, possibly unplug a couple wires, turn off and on some equipment....and no...we cant send out a technician for every little issue....tech cost money and that would probablly eventually translate to everyones bill


AND PLEASE REMEMBER, WHEN YOU CALL, YOU ARE SPEAKING TO A HUMAN...WHO HAS BEEN GIVEN GUIDELINES AND RULES TO FOLLOW TO KEEP HIS/HER JOB...AND WHILE FOLLOWING THOSE RULES HE/SHE MUST ALSO CONSOLE AND REASSURE YOU CUSTOMERS, WHOSE ANGER YOU ARE DIRECTING TOWARDS US IS UNWARRENTED. WE DIDNT CALL YOU, YOU CALLED US.