Fios Customer Service Complaints - page 3

I got fios internet/tv. The DVR they installed was a very old model. I chatted/called verizon several times and was told it's cost $39.95 to swap the DVR to one only a few years old.



I finally was told to go to the FIOS store, yes there is such a thing, and they'd swap it for free.



I did that. Now my bill has two DVRs on it. Verizon says it'll take 2-3 months for the DVR already returned to a fios store to be credited to my account.

Glad I'm still withing my 15 days of FIOS so I can cancel without a ETF. Dish here I come.

The Fios Dark Side!
You can not talk to anybody nor get anything fixed! The backyard fiberoptic cable that was re-installed after the storm is laying on my roof, hanging down on the grass all the way to the back of my yard since before Christmas because of shoddy installation! After wading through their never ending e-mail and phone links for days and finally making several appointments that where never kept! I get crashes logging into any of the "My Verizon Fios" help sites! Today Jan 13 I am still waiting for this nightmare to go away! What really p.. me off is that I get several calls a day from them to try and sell me more of their stuff! After the end of my contract I will permanently end the Darkside of Fios!
W.W.

I have been on the phone for over 75 minutes and I am now asked to verify that I am the account owner by providing the customer service representative an account number. I can not retrieve my account number because I am not receiving emails. Extreme torture and how much does this cost per month.

the absolute worst company i have ever dealt with , i didnt have service for 8 months and they would not send a technician , after attempting to cancel they sent someone and fixed it in 5 minutes and would not credit me for the 8 months i paid for , a class action lawsuit should be filed against the company verizon you are the absolute worst in customer service

Fios customer service is the absolute worst. I've contacted them well over 20 times and I've NEVER had them do ONE thing right. it is absolutely ridiculous.

I needed to finalize my bill because i was hit be hurricane Sandy, they told me the account was shut off. I called back several weeks later to confirm the final bill, but it was still active.

Over a month later, I called to check on the final bill and they told me that I would receive a refund check so i waited...and waited. after not receiving a refund check i called and have been on the phone for 4 hours, getting disconnected, put on hold and speaking to unknowledgable customer service reps.

We were super excited to change from Time Warner to Fios and set everything up through customer service. We were scheduled for 12/10/12 for installation. Our very personable and talented representative, Stew, was on time for our installation and spent a lot of time checking out our apartment building to make sure the building could accommodate additional Fios customers. We have a bunch already. Stew, it should be noted, was awesome.

Sadly, after a long attempt, Stew informed me that the building was inadequately wired and that a construction crew would come the next day to fix it. We would have our installation by the end of the week.

11 days later and nothing. We have called Fios every single day to check on progress. Their very friendly representatives have been attentive to our calls but have not gotten anything off the ground to get in the construction crew and complete the installation.

This has been such a downer. I'm very disappointed at their complete lack of response to a small problem with a reasonable solution.

The sub contractor starcom fiber with project manager bod girnius was very unprofessional in installation of fios to niegborhood....breaking up street in front of driveway and damaging curb...no customer service manners and rude stating he dont work for verizon. left mess and did not repair dug up street properly...If verizon is using such people to do there work what kind of future service is expected if i switched to fios. also when trying to contact verizon it was impossible with no response by phone or internet...

We've been scheduled to have FIOS. They are to dig and install cables and such. Two sets of contractors have been contacting us with different proposals and neither aware of the other ! We have repeatedly told both to contact one another so that our set-up won't be bungled. Today we received one call from FIOS asking whether we were ready for the work beginning tomorrow. Earlier today, we received another telling us that work won't begin until after New Years !

I have called your 1-800-Verizon service number four times within the past two weeks from today’s date, Friday, June 1, 2012 – the latest call occurring only a few days prior. My complaint is in regards to the Verizon FiOS internet upload speed, which fluctuates randomly upon testing at (http://my.verizon.com/micro/speedtest/broadband/), averaging around 4.2 Mbps during the day, and now – at 5:14am Central – reads 15.6 Mbps. You’ve sent a new router, we’ve reset the router, I’ve ‘optimized’ my Mac, connected the Mac to the router both by eathernet and wirelessly, and still the problem persists. Earlier this evening, around 11:00 PM, I could not even send out an email with a PDF attachment of 16.8 MB because it was taking so long for the file to upload that my GMail would continuously crash. Having called and spoken with your tech support, I was informed that we pay for 30/30, and also made note that you only guarantee 80% of that speed when connected to the router. But please know that this issue has been occurring not just on my laptop, but also my brothers (Mac laptop), mother’s (Windows laptop), and father’s (Windows desktop), all of which reflect similar slow/sluggish speeds. After my last call with your tech support – who told me it was my computer that was the issue – I’d had enough. I’m a news photographer, and use this laptop every day, and have used it here on your FiOS service for a long time; ever since we’ve been customers of FiOS, and everything has run smoothly. But up until approximately two weeks ago, things were running just fine. And just to say this one more time: About two weeks back was the same point in time when road construction began outside of our home, and I’ve mentioned this on every tech call I’ve made

I had the worst experience, FIOS customer service people LIED TO ME THREE TIMES before the manager spilled the beans about them entering the ticket number wrong.

After losing my services for three weeks, while all of my neighbors had THEIR fios working fine. I called and someone was SUPPOSED to come to my house tuesday, but no one came. I called, and they said they entered the ticket number wrong. They said someone would be there friday. No one came, I called, same ordeal. I am still waiting... when I called, I had 3 fios representatives LIE to me saying my neighborhood was out of service.Them the manager spilled the beans about the ticket number. I also had a fios guy sitting in a truck outside my home thursday playing on his iphone for an hour, according to my neighbor. As soon as my contract is up, GOODBYE FIOS!

Please look into this problem for me as it is a continuing annoyance.

Marty Ginsburg




My problem is for 2 straight mons. I have not rec'd my bill BY MAIL...Email shows me my bill but I do not get it mailed & I have to call in to get it resent so you can get paid.Thank you

Fios Customer service just hung up on me because they don't support thunderbird. What a bunch of idiots!

Fios Customer service is NONEXISTENT. IT'S DIY REPAIR! Going back to time warner

I had some issues with my picture going on and off and called Fios - finally managed to speak with someone after trying 30 minutes worth of do it yourself repair. They resent the signal and we hung up.


Didn't fix the problem, so I call back and spend another 10 minutes till I get to speak to someone. They tell me it's the box and say that I should receive a replacement in 2 days.

Receive the box - they sent me the wrong one, so I call again and get them to send me the correct one (another 2 days)

The new box doesn't fix the problem, soooooo......I call again. Takes another 30 minutes for the guy to let me know that now they're going to try replacing the HDMI cable with a component cable.

After getting a little annoyed and pressing for a service engineer to come out and take a look, I am told that they might charge me if the service engineer has to come out????? REALLY?????

I ask to speak with the supervisor- no surprise, he says the same thing and goes on to say that the HDMI cable is part of 'internal wiring' and so I would be charged for them to replace that.

Everyone do yourself a favor and don't switch to Fios. They suck!

Verizon Fios has the WORST customer service EVER! They even pulled a HARD INQUIRY WITHOUT MY PERMISSION!! I've been with Verizon for 3 years now and two months ago they ran the hard inquiry on me. The only way I found out is when I ran a credit report on myself. This company could have potentially crippled my ability to receive a low interest rate on the home I'm trying to purchase! I call them up at least twice a month because they have done something incorrectly. I dont see how a company that is large can be ok with providing such poor customer service. I'm now seacrching for a way to sue them.

Company does not seem to understand the definition of "service" and has been nothing but trouble. I have been a customer since April 2012. It is now Sept 2012.
Issue 1: hard drive on desk top crashed and had to be replaced. When back up and running, couldn't sign on to internet, but two different support people informed me I "should take it back to my computer repair shop" because it wasn't Fios' problem. REALLY? A communication failure is not in their perview? Finally the third support person took pity on me and took me through reloading THEIR modem driver step by step. Total down time: 9 days.
Issue 2: Watching TV for a couple hours but with some image dropout, when suddenly screen went black. Support by phone was a 20 min wait, so I went online for live chat to "Irving" who said , no, he couldn't schedule a service call until he went through the whole troubleshooting routine. He worked with me for 2 hrs, checking connections and running various tests. After all that, he determined the HMDI connector from the FIOS cable box might be at fault, or maybe the cable box itself. Still no service call, he would ship me a new box and connector that I can set up, ETA 1-3 business days. Oh, yay. Got the package 2 days later but no HMDI cable included. Support person Chantelle said the HMDI connector between Fios' cable box and my TV was my responsibility. Why is that, exactly? Hooked everything up exactly as it was on the original box and "weak/no signal." Finally a service call can be scheduled, and happy days! it's for all day on my one day off. For $1200 a year, Fios service SUCKS! Total down time: 4 days. Pain-in-the-a** quotient: 10out of 10. If I wanted to be a technician, I'd apply for a job. When the electricity goes out, the power company does not expect me to climb poles, check wiring, fix transformers or sit in the dark until it's convenient for THEM to do their jobs. And will there be any adjustment in my monthly fee for services not rendered? No offer forthcoming, only many many "sorry for the inconvenience" from various faceless minions.

Verizon customer service is impossible to reach. The only thing you can access is a prerecorded computer generated voice Yada Yada
Yada..

I have never in my life seen a company so hard to make a payment to. I spend at least 30 minutes on the phone every month trying to pay my FIOS bill. Plus it costs me about 3.50 just to pay the bill. Fios needs some payment centers spread around so customers can pay this bill which is too much anyway just to watch the news and 50 year old reruns.

worst customer service ever! reps will disconnect on you intentionally and will just give you run around, especially on the billing group! do not go with fios unless you like bad service!!!

I'm so sick of Verizon's lack of customer support. When I first had FiOS installed in 2008, the product was extremely reliable and I was very happy. Since then, I have had a number of issues with the recorded programs on the DVR not properly recording or being 'digitally garbled'. I am sitting here while I type this, waiting for a technical support rep. to answer the phone and am now on minute 29. While I wait, I tried to use the 'Agent' tactic and the line rang roughly six times, then hung-up. I've hated COMCAST for the longest time and now Verizon is just as bad. Guess I can try DirecTV or COX.

absolutely terrible. I have been on the phone for 56 minutes waiting. Comcast never lets you wait this long even in the middle of the night they are there to help you. When this contract is up I'm going back to comcast.

Impossible to speak with anyone in authority.
Could not resolve what they termed a firmware issue that supports on-demand programing and fios has no idea when the problem will be resolved, but it's been going for weeks. I'm a new customer and may going back to Cablevision. What a pain.

Service is getting worse. DVR has channel changing delays of 30 sec at times and DVR freezes. Customer service had me disconnect and reconnect all coaxial connectors to supposedly "clean them." It did not correct the problem at all.

Today, lost all NYC channels, except for channel 7. Called the phone number on the "channel not available" message - unable to help and hung up on me.

Although the picture is very good, there is lack of customer support and the DVR software "upgrades" are slowing service and response. Considering returning to Cablevision - at least you can change channels instantly.

Currently a FIOS triple play customer in the Trenton NJ area for over 1 year.

I called at 12:00 midnight on September 5th,2012,after
my television lost all reception,3 times, waiting 10 minutes per attempted contact with a representative
and the "customer service" just hung up on me
within 7 minutes each time!!! I am ENRAGED because I
PAY monthly bills for this service-I expect to get some basic
service from your company! I will seriously
consider ending my connction with Verizon-Fios as
this is NOT the first time I was NOT given service! Your company is NOT the only "game in town"...

My new computer has McAfee security. I've had fios internet the whole time I've had it. All of a sudden I have no internet on that computer. If you try to call Verizon tech support you get a recording recognizing the problem and saying to disable your firewall. I did this it does not work. If you try to call Verizon to speak to an agent you are put on hold and no one ever answers. I want internet and pay for internet! I'd even cancel and get another provider, but I can't get through. Verizon has the absolute WORST customer service!