Verizon Fios

BUYER OF FIOS BEWARE. BIG ZERO STARS. The first technician who came to my home to install the system tried to get over 200 dollars out of me in cash at the install. I called the main number and he backed down and did what I had paid for on the installation. First part of the Customer Experience with FIOS is their phone system. The gateway questions for the Customer service phone system to direct your call (called IVR) is way too long. Took 12 minutes to get a live person and over 20 minutes another time. the voice recognition doesn’t work very well. You repeat yourself a dozen times. Second time they needed to fix the TV they didn’t call and didn’t show at all. I had taken off work and wasted 4 hours waiting before calling to see what happened. They skipped me and said that I wasn’t home. Not true. The latest challenge is that my appt was for tomorrow. They give you a window from 9 AM to 10 PM… more than 12 hours. Never heard of a vendor that cannot hit at least a 4 hour window. Customer service tells you to just stay close to home, the technician will call an hour before they arrive. Ben, the technician, actually called A DAY EARLY, at 4 PM and the phone rang once… the phone was right next to me and I picked up. No one was there. I said, «Hello?» several times. I checked voicemail within seconds and Ben the technician said in his message that he was on his way to my home. I called back within two minutes (the number was a 1 – 855 number he had called me from) and was told by the automated message a technician had called and no further action was required. 50 minutes later I get a text on my cell that they missed me (now I have been home and watching for Ben since he called). ??? How could that happen when I have been at home and had the phone on me the whole time? Ben did not come by as he stated in his message either. I call Customer Service (and the IVR all over again which took 11 minutes to go through this time) they say dispatch says the technician called and I wasn’t home. The poor girl who answered my call was almost mute. She didn’t answer questions right away and was reading obviously from a script every time she answered. She finally said that dispatch couldn’t come out even though they were still in the area. I was not thrilled with that response. Sunday was my newly scheduled appt. from 9 AM to 6 PM. (The original day they were to come.) Funny thing, they called this time at 8:30 AM. 30 minutes BEFORE my window. And I answered it on the first ring this time. No one hour notice as promised repeatedly by customer service, he gave me only 15 minutes notice before arriving. The tech came and thought he was doing a TV repair. ??? All this frustration and hours of my time wasted for a 8 minute repair to the digital phone. The tech was in and out in less than 10 minutes. I say, three times is too many to get treated so badly by my TV, Phone and Internet service.

It’s really crazy right? FIOS itself is great! But their customer service is so bad! At least on the front lines phone. Chat is a little better. I’ve wasted about 3 hours trying to correct an order gone wrong. Finally a supervisor got involved and corrected it and I got close to what I originally ordered. But it took hours via phone calls and online chat. I look to be good for another year, but they don’t make it easy! I can’t put all the blame on the reps, it seems like their system is messed up too. I was also misinformed that I could not get any type of HBO without a set top box. It’s not true. You can have local tv and HBOgo… no set top box. Or forget HBOGO and get standalone HBONow. You have to educated the reps. Frustrating experience. It also ticks me off that new customers get these great deals that existing customers don’t. Just so you know, if you disconnect, you need to wait 1 month and then you can get the new customer deals again. If you are willing to play the game! Consumer Stew

This is a review of their Customer Care line only for Fios, I would give Zero Stars just for the Customer Service. Every time I call customer care about anything, there is a major screw up.
1. I called Verizon and asked them to cancel my TV Service on a future date. They cancelled it right away
2. I updated my mailing address with them, but my apartment number was missed out in the address.
3. Customer care person was clueless. Looks like they asked the Security Guard to answer the Customer care phones too.
4. Hang up and call again and you reach an equally bad Customer Service agent.
5. Customer care is unable to hear me at all and I am sure the problem is not at my end of the line,

The last straw was when a scheduled bill payment was deducted from my bank account a week early. The couldn’t have cared less about the financial hardship they caused me. I spent hours on the phone after promise after promise was broken. Just don’t!

Verizon Fios customer service worst in the world. Every call to trouble shoot is 2 – 3 hrs. Simple thing as adding TV bundle to Phone service took 3 hrs & they screwed up the order. which left us without Internet 24 hrs
Please please try other service options. Their arrogance is because of Fios speed. Unacceptable !!!

Over the past 10 years I’ve spent about $ 24 000 on cable and Internet with Verizon. This was not taken into consideration when I moved to an area where their service is not available. They still charge a $ 50 early termination and threatened to damage my credit if I didn’t pay. When I originally got their service I was provided equipment that was the technology of the time and was never upgraded. I think they are overpriced and their service is sub-​standard compared to other providers.

If I could give Verizon Fios 0 stars I would. I recently moved to the Bay Area and am told Verizon doesn’t cover my particular area at this time. So, instead of waiving or reducing the cancellation fee, I’m being billed $ 180. I’m told that only upon DEATH will this fee be removed. Glad to see loyalty really pays off.
If this is how they treat you for loyalty and on time payments, just think how understanding they’ll be on all other things.

Horrible company, not only because they stole my money but also their service sucks. If you use Verizon don’t setup auto pay because they will charge whatever they want. I am trying to get my money back for over 3 month now and they promised me refund 3 times now but every time it’s not coming. I switched from Verizon because I got tired of paying for internet speed they charge for but can never provide and in the end they overcharge my account even though they knew exactly the amount I owed, but because they had my credit card they charged whatever they decided to. Their executives acknowledged the theft but never apologized for it and I am still waiting for my money.

I have Fios for over 6 years now and never had an issue until I changed to their Quantum TV. The picture is pixelated and the voice was choppy. I called their repair/​technical dept and went through the automated recommendations. The customer should be able to skip that. I had 3 techs come out. The first tech showed up and was more interested in the stuff stored in the attic than fixing the issue when the third tech arrived he took his time investigating and resolved the issue.

Guys. If you had to deal with them on cable and mobile, cancel both. I was tricked in to their coverage and I had them for a month and just got out. Tmobile is like no other but they don’t scam you, as for cable, why pay more for that when you have a streaming device that’s like a computer but you don’t have to pay the same amount you want just to get it. Get an Apple TV over bore-​Izon bull shit along with iPhone. Apple greater than verizon.

I wish I could give Verizon Fios a negative star rating. The company is too big to provide any type of customer service. You get passed around until you finally have to give up. Service started at $ 109 a month for a triple bundle plan. After 2 ½ years I was paying $ 188 a month for less services. I had no premium channels or anything fancy. They are impossible to deal with. Their equipment is faulty and they provide some of the worst customer service I’ve ever had to deal with.

I have Verizon for my Cable and Internet service. Good, solid service — I’ve never had any issues. My internet is fast and my cable is always there, and the picture quality is great.
When I moved in my apartment, my equipment was there, ready to go. The setup instructions were idiot proof; I had my service up in running within 30 minutes.
I’ve had one of their competitors since I’ve been in DFW (whose initials are Totally Wretched) and they blow Totally Wretched out of the water.
If they are available in your area and you’re looking for a new cable/​internet provider, give them a shot!

I got ready to move in November and called Verizon to set up internet at my new rent house. Oh how excited I was to finally be 100% done with AT&T everything.
I went from paying $ 55 a month for a landline phone (that was only used for my alarm system… because Time Warner’s phones were not compatible) and $ 127 a month for cable and internet through Time Warner… to… $ 128 TOTAL for all three services. I love it when you move and things get cheaper.
I love my Verizon Fios! The internet is crazy fast. The FIOS TV system is great, it never cuts off shows in the middle of a recording like TWC DVR did. You can control, schedule & delete stuff off of your DVR from any internet connection. While, again, my home phone is mainly for my alarm system, the few times I have actually called someone on it the sound has been great.
I’ll probably be moving again come the end of November {this rent house has serious foundation issues that are getting worse as the days go buy}… but being in a Verizon FIOS service will be one of my requirements for my next residence.