Comments on: Why does Verizon FIOS Suck?

By: Furious Girl

Furious Girl — Tue, 22 Nov 2011 21:56:20 +0000

I have never written an online review and really don’t have time to write a detailed review as I spent three full hours with multiple verizon fios service reps. and haven’t resolved my concerns. They not only charged me on services that I didn’t request or agree upon, worse yet, they made me feel stupid even trying to explain things to them. In fact, it is safe to say that their CS is the worse among all kinds of CS that I have contacted (not just internet services). I can’t agree with most people here: Verizon Fios Customer Service is HORRENDOUS! Stay away from Verizon Fios if you don’t want to repeat my mistake…

By: Nicole

Nicole — Fri, 12 Aug 2011 20:48:10 +0000

I NEVER make comments on these blogs but I feel compelled to tell people how awful Verizon Fios is. I am not picky when it comes to big companies. I don’t need hand holding, I get that there’s a ton of people who work for big corporations — many of which may not care that much about whether or not I’m happy with my cable service provider. I get that. All that I expect is that I get what I’m paying for and anything extra is cherries on the sundae. Do not use this company for this service. Don’t do it. I have never experienced anything like this in my life. Any person you talk to is not the “right” person, you get transferred to different departments in different states, nothing gets done, no one shows up when they are supposed to, the list goes on and on. I just want my freaking T.V. to work. That’s it. I will pay you american dollars to make my T.V. work and you are Verizon. Apparently, this is too tall of an order for this company. Save yourself the headache and go with an alternative company that cares just a tiny, tiny bit about doing what it is they are supposed to do. Their website even froze on me and they provide an “internet service”. So sad.

By: Chris Giannini

Chris Giannini — Mon, 30 May 2011 19:37:30 +0000

I called to ask about the fios and just asked questions on the phone .I specifically told them not to go any further unless i called them this did not happen. Fios took it on them selves to call PA-1. Then they layed out a path for the fiber line through my yard it whent through my dog fence two lamp post power lines and a under ground down spout. I called and told them not to install anything Fios said that everything was canceled.This was not true I came home the next day and they installed the fiber line on top of all my utilitys and cut or shorted out my phome line. So I called again and had a verry hard time finding a person to talk to. Two days later someone finaly came out to repair the phone line. I still have had no contact with anyone from Verizon about this isue. This is a Disgrace for such a large company

By: david

david — Fri, 25 Feb 2011 22:56:52 +0000

they really sucks.. Never again

By: John Spencer

John Spencer — Mon, 24 Jan 2011 21:27:17 +0000

I was a happy Verizon FIOS TV and internet customer for the first 5 months of 2010. While we were on vacation during that period I had my service placed on vacation suspension and attempted about June 12, 2010, to resume normal service. Unfortunately, I was to learn about 22 phone calls later, the Verizon rep ordered additional movie service BEFORE he unsuspended my account from vacation hold. This seemingly trivial error resulted in PERMANENT suspension of my TV account that to this day remains suspended.

Between June 12 and June 22 I made (quite honestly) more than 34 phone calls trying to resolve this issue. I was transferred between Fiber Solutions, Customer Service, and Financial Services repeatedly, as well as being disconnected frequently, during this impasse, with each of these entities claiming only one of the others could resolve my problem. On call No. 22, Steve from Fiber Solutions took a great deal of time and determined the source of the problem (ordering the movies for a suspended account). He advised that only a change to the FIOS management software could resolve the issue and that he had initiated such an effort. Steve could provide no timeframe for making the fix. On phone call No. 32 Mr. King advised he had initiated a “DCAN” A094227984.’’ About June 24, I surrendered, canceled all my FIOS services and returned all the FIOS equipment.
The saga continues, however. Each month I continue to receive an invoice for FIOS services I do not receive. I am insulted to learn Verizon is charging me for premature canceling of my service. Each month I call Verizon Customer (Dis)Service and am assured the matter is resolved, my balance will be made zero and I will receive no more invoices.

Yet, alas, I continue to receive them. On December 27, I received a phone call from Verizon advising my FIOS services would be terminated for non-payment. I have complained in writing to Verizon customer service, Verizon CEO (Ivan Seidenberg) and Virginia Dept of Consumer Affairs.

January 2011, I have received another invoice for a total of $101 of NEW charges for services not received. There is apparently no way out of this hell!

By: CW

CW — Wed, 22 Dec 2010 06:39:13 +0000

Funny…I just read your complaint Jonathan that you posted on 12/9/2009 and it is pretty much spot on to what I’ve dealt with this week with Verizon and it’s been a year since your post. Nothing has changed…..these guys are rediculous!! I had people transfer me to phone numbers that were disconnected (and their a phone company) and had people just transfer me in the middle of our conversation to somebody else which meant I had to go through the whole song and dance again with a new person. If one of these Telco’s would get a clue and actually focus on true customer service then they would give everyone who has had a frustrating process with Verizon, and all others, a place to buy their TV, phone, and Internet from. That would eventually give them 100% marketshare because everyone is going to deal with this cr^p at some point and when you’re at the point of frustration you’re low hanging fruit for a company that offers the opposite of Verizon’s customer experience hell.

By: jennifer

jennifer — Thu, 22 Jul 2010 15:48:38 +0000

you are absolutely right no exaggerations. woooooooooooooooooooooooooooooooooorst customer service in history. i hate verizon now i feel like puking when i see that logo

By: El-Vee

El-Vee — Wed, 21 Apr 2010 18:54:43 +0000

Verizon support is the worst. I have 20 MB download speed and a couple of days ago my speed dropped to around 9MB and FIOS on demand was unwatchable since the image was all pixellated due to the slow speed. I called Verizon support and was on hold for 2.5 hours and nobody ever answered the call. I could have driven from my house to Boston and back which is about a 100 mile round trip and I would have still been on hold. The staff is clueless about problems in the area and if you do succeed in reaching them, they will insist it’s a problem on your computer, not their end. I like the FIOS TV service but the support is the worst I’ve ever encountered. I really dread ever having to call them because I know it will be a futile experience in the end. Not to mention the incredibly annoying voice prompted phone menus that you have to navigate through to even try to get to a live person.

By: Jonathan Marashlian

Jonathan Marashlian — Tue, 08 Dec 2009 01:47:34 +0000

Verizon FIOS customer service is an absolute joke. The company is completely unregulated and argues that regulations aren’t necessary because the competitive marketplace for Cable TV services is sufficient to enforce the company to have decent customer service. But Verizon’s argument fails if for the simple reason it competes with the cable industry!! An industry with an equally horrible reputation for customers service. Well, if Verizon FIOS’ customer service is being policed by competition, then I guess Verizon FIOS is doing everything it can to match the Cable industry’s lackluster reputation.

I’ve had FIOS for about 3 years. Love the service, but if there’s a problem — WATCH OUT!!! Better grab a bottle of Xanax, a tall drink, and make sure you take the day off of work. Why? Because you’ll need patience… lots of patience… and you’ll need time… lots of time. Don’t have any loaded weapons b/c after the 3rd of 4th or 5th time you repeat your problem to a different “department, ” you’ll want to blow your brains out. That, or put a hole in your flat screen TV with the blank void staring at you.

Mind you, this isn’t the first time I’ve experienced a problem with FIOS over the past few years. I actually say prayers at night hoping not to have any technical, billing or other issues with FIOS because I dread making that call.

Here’s a recap of my most recent experience earlier this evening…

Come home from work at 5:30 to a blank screen with the following announcement —

THIS CHANNEL IS CURRENTLY NOT AVAILABLE… CHANGE CHANNEL OR CALL THIS NUMBER – 1-866-962-1946…

So I make the call.

After going over my telephone number, name, rank serial number, mother’s maiden name, and showing them a picture of the mole on my ass to confirm my identity because I had the misfortune of NOT also having a “Verizon Telephone Number” on my account (yes, I of the audacity to choose a competitive telephone provider over Verizon), I finally get ahold of someone who can access my account.

VZ: What’s the problem sir??

ME: Well, I don’t know, you tell me. My TV tells me to call this number.

VZ: It looks like your account is suspended.

ME: Really? How did that happen? I’m on auto-pay and the payment has been deducted every month for 3 years, without fail.

VZ: I can’t say, sir. I’ll have to transfer you to the billing department. We don’t handle billing issues.

ME: Ok. Can you transfer me to a human being account rep [cue on hold music] resentative!!!

… ON HOLD MUSIC CONTINUES FOR THE NEXT 25 MINUTES… good, gives me time to eat dinner as I sit in front of my blank TV screen.

Enter Billing Department representative.

VZ: Sir, can you provide the Verizon Telephone Number associated with your account…

Oh God, here we go again… 10 minutes later and I’ve once again provided the rep with a picture of the mole… finally, my account information is up in front of her… finally, I can get this issue resolved and get TV service restored… finally…

VZ: Sorry, sir, yes this is the Billing Department, but we don’t handle payments… that’s another department… and I’m sorry to say that the payments department is only open from 8AM to 6PM and it’s now 6:30 PM, you’ll have to call back in the morning to have your service restored.

ME: Wait, you mean there’s nothing I can do to identify the cause of the suspension this evening? Possibly have you restore my service??

VZ: No sir, even if we could, service wouldn’t be restored until tomorrow during normal business hours.

ME: Well… thanks for wasting the past hour on the phone with me… had you bunch of idiots provided me with the right damn phone number from the get go, I would have been in touch with someoene during NORMAL BUSINESS HOURS!!!

And mind you, this is not a rare occurance. I’d say I’ve had to contact Verizon around a dozen times in 3 years. Each time the service experience gets worse and worse and worse. And no matter how many times I call, it takes 10 minutes and all the personal information in the world for them to even access my account information… and that’s 10 minutes every damn time I’m transferred to one of Verizon’s infamous “Other Departments.”

How many Departments does Verizon have??? It has as many Departments as are necessary to make sure 90% of the complaining customers who call them get so fed up being transferred to a different Department they simply give up!!

Please… FCC… Virginia Corporation Commission… Attorney General… someone… please help!!!

By: Online TV

Online TV — Sat, 17 Oct 2009 19:00:27 +0000

I also had a bad experience with Verizon in setting up an internet connection (verizon fios) where I missed two days of work. The technician was supposed to come to my house but never showed up. I called verizon to cancel – they told me they would send me a bill which includes a termination fee and I told them to shove it where the sun don’t shine. I missed two days of work without pay and never had my verizon fios account activated. Verizon SUCKS!