Verizon
reviews and complaints

Hello There. This is David Messenger of Truth.

The truth is that Verizon Yellow Pages and IdearcMedia etc. are 2 companies that have conducted business with me in an unprofessional manner.

I am advertising in their verizon yellow pages in Miami, Florida, and I have many issues with them ranging from artwork mistakes, no artwork proof given before they print book, internet campaign I had with them was not done right. They just don't seems to care about their customers at all. They just seem to care about money.

After they get your money, they forget about you. My rep given to me by they company "Christeannette Urban" #100245 is a rep who really working at IdearcMedia Verizon Yellow Pages for a pay check Only. When it come to taken care of customers, she really does not care just like the company she works for. Her supervisor Roslyn Parker is really there for a pay check. She does not care about fixing problems at all .

I have been doing business with verizon yellow pages for 2 ½ years with no problems. Now that I have a problem I have tried to fix it, and I called every phone number that I can find for their company. I spoke to many different people on their company from New York to Texas, Saint Petersburg, Hollywood Florida, to Jacksonville Florida and the list goes on and on. I just get transfered from one place to another no one knows how to help me or give me info to resolve my problems. I just keep getting transferred or giving a phone number to call etc.

Finally, I get to IdearcMedia Headquarters in Texas after a month and many hours of trying to figure out who can help me . Finally, I got somewhere somewhat but not one hundred percent till I sent a letter to their main headquarters in Texas, then I got a call from Mary Lee Atom who seemed to be the only one in their company who can help me. she said she will help me but after another month of talking, we still got nowhere. They don't seem to be considerate of the situation.

I have gone though which has cost me to date. $200,000 in lost revenue due to their lack of caring poor decisions ,poor responsive time to resolve issues, poor system in place to resolve issues, and the list goes on and on. This page was made to warn people in doing business with this bad company. IdearcMedia and Verizon yellow pages. you can add your complaints to this page so the truth can be told and heard.

when my mother passed away in 1999 I took over the house phone number I did not have at&t at that time and still don't to this day and when I would get my monthly statement it would have an at&t surcharge on it so I contactaed at&t and spoke with a supervisor there and it showed that I had no account with them and I told at&t I was being charged a surchage I was told to take it up with verizon so when I called verizon they said that at&t was charging them so verizon will charge me that is when I switched phone companies ad been harrassed ever since by collections and I have told verizon as well as the other collection companies when verizon will refund all at&t surcharges that has been charged to me then and only then will settle up any difference and this has been going on since 1999

I signed up for Verizon FIOS last April. I did so over the phone with an actual Verizon rep. Because I am already paying them for cell service I decided not to get a home phone and instead asked for just internet and cable tv. The rep said that he could bundle this for 69.99 plus the cost of cable boxes and taxes with a grand total of 80.08 a month with a one year contract. My first bill came 1.5 months later and was for around 180 dollars. Even with the prorated half month this still seemed high so I called the support line. After navigating the horribly designed automated phone service was put in touch with a billing rep who politely apologized and credited me with the package discount. The next month by bill was 105. I called again and after about a half hour was politely given the discount again. This time I had the rep confirm that the error was fixed in their billing system. Next month the bill was 105. Now I started getting upset. I was being charged the unbundled rate for cable and internet on my paper statement every month. This time I called in and demanded to speak with a supervisor. Whoever it was assured me that this time it was fixed and my next bill would be corrected...
Next month 105 again. This continued until September with no resolution until I finally got the truth... or so I thought. This time the billing rep told me that the problem was that I had been sold a package that they do not support. Apparently the double-play is supposed to be phone and either internet or cable. Because they had sold this they were going to honor this until the contract was done at the contracted price but they would have to set it up to automatically credit me after billing me each month. Finally this made sense and I fully anticipated the next bill. Guess what... 105. This time the rep told me that there was no way for them to credit me automatically every month and that I would have to call in to get my 25 dollar discount every month until the contract was over. (this is a fortune 500 company right?) Ok sure whatever, 1 phone call, 30 minutes of my time a month to save me 25 bucks. I can do that. No less than 3 hours later a co-worker of mine who also has FIOS TV and internet (no phone) was on the line with FIOS support on a billing issue. While on the phone a rep noticed that he was paying full price for cable and internet and that he was not taking advantage of the double-play package... What? I told him to ask the rep if she understood that he did not have the home phone service. She did and was willing to give him a 20 dollar discount on his normal monthly bill. I am now waiting for him to get his next paper statement to confirm that they did indeed give this to him and I will be calling back in to complain.

Don't get me wrong I love this service. The TV and internet are the best in the business. Ok the could roll out HD channels quicker, but otherwise I am happy. I am just really surprised that a company like this can be this disorganized on a product that everyone knows is costing them a fortune to roll out. If things don't change I will be looking elsewhere come next April.

Verizon Business
www.verizonbusiness.com

Our company used to get a Paper Invoice from MCI every month, the amount was paid in a timely manner and the whole process used to take about 2-5 minutes. Then, MCI and Verizon merged and became Verizon Business. Our account got messed up and it showed late fee charges for amounts that were supposedly paid late when in fact payments had be made in a timely manner.

THEN, VerizonBusiness decided to go ONLINE and in order to "force" customers to use their online system, they started to charge $7.00 if a customer wanted a paper copy bill.

NOW, we have been online for about years and hardly a month goes by that I have not had to call their Customer Service center because either I do not receive their automated e-mail notifying me that a balance is due and I need to pay the same online

OR

Because I receive duplicate e-mails and when I go online into our account to make the payment, it shows balance due "0", even when it should show our monthly (fixed amount) due... hence, I cannot make a payment.

I spend about 30 minutes on the phone being transferred from Customer Service to Technical support. Then, they give me a ticket number and say someone will call me back. That usually takes DAYS. By then, the amount does show online and I am able to make the payment or I spent another 15 minutes on the phone "troubleshooting" the problem!

I requested for them to just send me a paper copy again and NOT charge me the paper fees UNTIL they have their online system working efficiently. NO SUCH LUCK. No paper fee discounts, no compromises, no speedy customer service, just dozens of apologies and acknowledgments that their online system is not efficient frequently.

UNFORTUNATELY, our business is reliant on VerizonBusiness and we cannot simply change the service, so we have to stick with it. However, I am posting this to warn others and to make Verizon Business aware of their POOR, VERY POOR service capabilities (people at customer service are friendly and professional but overwhelmed with phone calls and they don't have the staff capacity to call back in an efficient time frame)... How can you force customers to use your online system and charge them if they don't if your Online system does not work properly for the last 2 YEARS?

It's funny... their customer service only calls me back AFTER they have fixed the issue online because I think they know what the problem is. They are unable to streamline two steps which are "post the balance amount due online and THEN send out the E-mail notifying the customer that a balance is due". Their system works vice versa "First, send out an e-mail to the customer to ask them to make a payment online and THEN post the balance due a couple of days later"... this dos not make ANY sense.

Mira

Verizon Wireless
www.verizonwireless.com

Verizon Wireless
www.verizonwireless.com

I have been with Verizon for nearly six years and my fiance nearly three. I have tried to utilize most of their services in that time (wireless, wireless broadband and business DSL). It's been a long time since I've been satisfied with the service, hardware and customer service that we have received. We have renamed their Customer Service, 'Customer Serves Us', at least around our house and here's why.

We are located in Clearwater, FL very close to the bay. We moved to our new home approximately one year ago and noticed that service in, around or near or home was inconsistent and unreliable at best. Because of that we added phone service with our cable/internet provider, problem solved, not really. I guess I did not notice how lousy our Verizon service was because at the time I was commuting between Florida and Ohio (my service had full bars at my Ohio residence) and making most of my business calls from the office. Since relocating to Clearwater full time our inconsistent service has become unbearable, considering the premium prices, nearly $350/month, we were/are paying. In my profession one phone call can yield hundreds even thousands so I need to sound professional whether at home or the office. My Verizon service no longer allowed me to achieve that level of service. Free nights and weekends were/are useless to us because like most people we probably spend better than half our lives at home. We did not have even an area inside the home that would insure we would not drop a call. We were left running for the garage, which is not air conditioned, or outside and even then there was no guarantee we would not lose the call. Now I know no wireless carrier touts coverage inside a structure. One has only to watch the endless parade of 'network' commercials with helicopters whizzing overhead, a platoon of uniformed people standing atop a speeding train or their be speckled mascot standing in the middle of a cornfield asking 'can you here me now?' to understand they don't want to here about your interior phone issues. Have that fellow come and stand in my yard and the commercial would sound more like 'can you her. do Do DO' (that's the sound my phone makes when I drop a call.

My sarcasm and contempt for Verizon has not been an overnight deliberation. It has been hammered into me from hours on the phone, dozens of emails and several postings on message boards. Six months ago we first contacted Verizon to see if maybe there were some 'settings' on their end to help our wireless reception. We were eventually forwarded to some upper level of tech support that said they would drive our neighborhood and see if there were any adjustments to nearby towers that would help. They also said that since we were close to the water it would obviously cost prohibitive for Verizon to put get to close as nobody actually lives out on the water. Well I never heard back from them on the results of driving the neighborhood and if any adjustments were made to 'the network' on our behalf they were immeasurable gains. In the mean time we kept sending our tuition to the school of hard knocks only to be frustrated time and time again with the erratic level of service.

I had heard from a friend that he was released from Verizon without an early termination fee for a similar problem, thus I started a campaign to free my family from the Verizon yoke. So I called, got transferred, another transfer, a call back, another transfer, well you get the idea. Eventually was forwarded once again to an upper level support technician that said, again, they would drive my neighborhood to verify service issues. I'm not sure how this helps me, please forgive my selfishness but like most people I didn't care about my neighbor's service levels, only mine. Two weeks later and without any sort of follow up on Verizon's behalf I went through the process again and was guaranteed to get a response. A few days later, I did. I received a voicemail from a cordial Verizon representative that basically said that my area was 'good' and that in late 2008 or 2009 they were putting up a tower one block from my home. Wait a minute, everything is 'good' but you are still going to arbitrarily put up a very expensive tower? The rep went on to say that because of my reported issues they would allow me to terminate my contract early without penalty. For a moment the clouds were fluffier, the grass greener and the birds were chirping in the trees, but then I called to inquire about the other 3 members of the household and their same plight. She said that she was a tech and could not offer that same option, but that I would have to speak to a manager. She went on to tell me to simply reference my case and the offer should be extended. Made sense to me, so a diligently called and asked to speak to a supervisor. Of course the first CSR wanted to hear the whole scenario before a transfer could be made, I obliged here request and after nearly one half hour of convincing was transferred. My conversation with the manager started out cordial enough but when she only offered to release 1 of the remaining 3 lines I think I nearly blacked out. Clearly my reasoning was flawed. How dare I ask Verizon to relinquish all claims to my hard earned money? I'm not sure how much longer I tried to reason with her (I know I was on the phone a total of 2 hours that day alone) but all my attempts to strike an accord with this person and try to convince her that if she walked in my shoes in regards to this whole fiasco, she probably would not have been able to keep her contempt from boiling over into a tirade of obscenities. That manager has since marked my account accordingly and each subsequent CSR I have spoken too says there is nothing they can do. I was referred to an email address and told that would be a better way to exact results, NOT! I have emailed Verizon no less than a dozen times. Unfortunately they do not have an automated response system notifying you that your email has been received and a representative will respond presently. So I sent another email. My email was a couple paragraphs and the response I received did not directly deal with my question and was concise. They spent more time reminding me of the balance due on my account. I complained about the lack of a response and now they just copy me on the emails I send, in place of a true reply.

Hopefully I haven't jumped around too much I'm sure I could have gotten to the point a little better but I am passionate about my utter disdain for Verizon and could have just kept going and going.

I have just switched 2 of our 4 Verizon lines to T-Mobile and thus far T-Mobile has exceeded my expectations. We ordered our new phones (BlackBerry Pearl and RIZR) on line at www.letstalk.com , made enough in rebates to cover activation and put a little money in our pockets. The best part is we cut our bill in half making the switch to T-Mobile with comparable services.

I am actually on hold with Verizon at the moment and trying to convince someone that they should do the right thing and allow us to terminate the remaining 2 lines without penalty. Angela has been the nicest person to date and has a Tech looking at the dropped calls to try and make a determination as to whether it is warranted. I informed her that we do not use our phones at, around or near the house because of the lousy service. Just took a turn for the worse, Verizon says they should not have even let me out of the other two contracts that it was just out of the goodness of their heart. Looks like I will probably just cancel the other two lines at a $175 early termination each (contracts up in May) since I would spend more than $350 in charges before May (9 months x $60 - $540). Sell the phones on eBay and save myself hours of frustration.

Thanks for letting me vent,
Patrick O'Malley

Verizon Wireless - Chokolate
www.verizonwireless.com/chocolate/

My husband and I rewarded or daughter Ericka with the new chocolate Verizon phone this spring as she was just about to graduate HS with honors. Within a month her phone started to malfunction. A Verizon Store swapped it for another one. Within another month the buttons stopped working but this time they told her to order the replacement on the phone through the insurance. She did and received the THIRD phone. Verizon tells me they informed Ericka she had to return the broken phone. We sent Ericka off to a much deserved European Tour vacation for most of the month July during which I received the bill showing $270.00 charged for the phone that was replaced. I spoke to Verizon in early July and explained that I did not know if Ericka did send in the phone and they agreed to wait until she returned so that we could straighten it out.

Upon her return I informed her about the charge and she said she wasn’t told she had to return it but that she did still have it so she called Verizon and asked them where to send the phone – Aug 7, 2007. They sent her a prepaid mailing label. So she just put it in the mail and that was that. Today, August 28, 2007, all 5 of our family plan lines have been suspended and I have spent at least 1 -2 hours of my workday talking to Verizon Finance then to customer service (Rebecca) and then to a supervisor named Fran (she was supposed to return my call as she wanted to investigate and never did) . I called Finance back and they told me to call customer service. I received conflicting information from both departments regarding where my daughter should have returned her phone. CS says to the Insurance Co..and Finance said it should have gone to the Warehouse. Ericka tells me the self address label just had Verizon and an address.

Bottom line is Verizon tells me we cannot get our phones working again until they have one of the following:

1. Have the broken phone (they do!)

2 Have the tracking number – she didn’t write it down

3. Pay the money + $75.00 reactivation fee

Their customer appreciation and service is VERY questionable. They are essentially holding me ransom to pay them for a phone they have in their possession - ALL of this is a result of their poor quality phone.

I just received a bill from Afni Collections for Verizon Florida, Inc. For the past 15 years I have lived in MD and VA and my phone bill is paid up at this time. I spoke to the people at Verizon and they verified this. They also said they felt this should be looked into because they had other instances of people calling them about the same thing.

I am living on Social Security and keep close tabs of my income and credit information. This scam has got to stop. Where do these people get out names from? I also noticed that the phone number is one that I have never heard of. The last time I lived in Florida was 1986 and Verizon did not have land lines in Florida at that time.

STop this scam and others like it. I am sending a letter to my lawyer and all 3 credit bureaus noting this scam with a copy of the bill I received.

I purchased a High Speed Plan for $14.95 a month for my at home Mac. I tried to install it myself and then with Verizons tech support. The DSL could not be installed because it failed to be activated. It could not be activated. After several attempts at this, I canceled the service and called Verizon. They canceled the service and said there would be no charge to me for the whole thing and were sorry it didn't work out. I sent the product back to them. I received an early termination fee of $85.00 on my credit card bill. I called Verizon about this and they refused to remove that fee even though it was never activated. This is outrageous and I should not have to pay for something that didn't work on my computer and was actually never used. They said it was past the 30 day trial.

I am responsible for preparing checks to pay the bills of my boss and one of them is his Verizon landline bills. Last month, they had a couple of guests who placed international calls to Spain and Switzerland. Most of the calls lasted only one minute per call. Only a handful of the calls lasted more than a minute. The international calls summed up to 189 minutes and amounted to $905.71 (excluding local calls, taxes, etc.)

On August 21, I was able to talk to Mrs. Robinson, a Verizon representative. She explained that my boss is currently under the basic international call rates (which we are not even aware of.). Hence, calls to Spain was $4.20/min and calls to Switzerland was $3.70/min as stated in the bill. (When I checked the internet on Aug 27, Spain is $4.02/min and Switz is $3.40/min). I requested Mrs. Robinson if there's anyway she can make adjustments in the bill because this is too much. She said yes. I was on hold for 30 minutes, though she came back on the line twice to tell me that she's still working on it. After 30 minutes, she asked for our number where I can be contacted. She called me back later in the afternoon to tell me that the adjustments are not done yet but my boss's international bill will be given an adjustment of approximately $25.00. She said she'll call back later. She never did. The following day, I was able to talk to Ms. Okoloo and repeated my predicament. She didn't see any adjustments in my boss's file and told me that she'll inform Mrs. Robinson to call me back. She never did. The next day, I talked to Mr. Williams and repeated the same predicament. He didn't see any adjustments in my boss's file so I requested him to give the line to his supervisor or manager. I was on hold for God knows how many minutes and when he came back on the line, he said he couldn't find any supervisor. He explained that he doesn't have the authority to make any adjustments and he has doubts if the supervisor can do it, too. What he did was he enrolled my boss in an international plan where he has to pay $4.00/month and international calls are as low as 0.10 cents per minute (depending on the country). I told him how come your company never advertises this international plan. Mr. Williams answered it was on the flyers that come with the bill (but I never saw it.) I talked to him for more than 30 minutes, including the first few minutes where I have to press many numbers - press 1, etc. - and was on "hold" - all our representatives are busy... Out of frustration, I was still polite to say thank you and hang up. Verizon's charges for international plans is highway robbery if you are not aware that there are ways to save. They spend too much advertisements on convincing people to subscribe to their expensive cellular phones and plans but no ads (or lack of ads) on how to save. It is difficult to communicate with Verizon people. I spent too much time to be on hold, talked and then nobody ever returned my call. Ironical, isn't it?

(Note: We paid the entire bill for nobody ever returned my call. After that, I had a personal problem with UPS and surprisingly, somebody called me the next day to explain & apologize.)

I just got another bill collection from a company saying i owe 326.11. I get one like every year and I have not used verizon since 2001 for a cell phone. And i remember on the contract I signed it said I would only pay for quiting contract. These bills are haters and they ruin my summer every year. This time they disguised it like I was getting a check from a settlement. The bill is a 714 area code and I left that area in 2000 and kept tabs on my bill because the real phone company, whoever it is, gets all of the information before you get away.

Verizon DSL had billed me for a charge beyond my service cancellation date. I called customer service who agreed to reverse the charges on my Verizon bill. Further to that I did not pay the extra charges that were supposed to be reversed.

Now I had canceled my service in March 2007 but to this date the credit amount has not been applied by Verizon. On repeated calls to customer service, I am only told that the credit amount will be applied in 1-2 billing cycles. Its has now been over 2 billing cycled but the outstanding amount still continues to show against my name.

To top it all Verizon has shamefully added this as a collection item against my credit file. I was shocked when my credit score fell by over a 100 points due to this.

I again called Verizon only to be told that they are in the process of applying the credit amount and will be done in about 1-2 billing cycles. Even though it is established as a fact that I do not have to pay any amount to Verizon, they have refused to remove the collection item from my credit file until the balance on their bill shows zero.

I have even talked to the customer service supervisors who have shown absolutely no interest and initiative in prioritizing this issue and bring it to closure and are extremely content in saying that 'we have taken up the matter and will be completed in 1-2 billing cycles'. I would rather go without a phone and Internet connection than subscribe from Verizon ever.

Verizon Wireless Store
825 Williston Rd
South Burlington, VT 05403

I have been a Verizon Wireless customer since the fall of 2001 when I moved to Vermont. At that time, there was Cellular One (now known as Unicell) and Verizon. I first got a Cellular One phone, but the reception was poor in my area, so I switched over to Verizon. I have had multiple phones over the past 6 years and now have my wife on my plan too.

Last fall (October 2006) I upgraded my phone to the LG VX8300. Since that time, I have had to have the phone replaced THREE times due to some software/hardware issue. When I would delete a text message, the phone would reboot on its own. The first time I had to have it replaced was April 30, 2007. I then had to re-add all my contact groups and assign the contacts to them (family, friends, co-workers, businesses, etc), re-assign some of my contacts to the 'speed-dial' numbers and then re-download all my ring-tones. VZW was kind enough to reimburse me the ring-tone cost. I have almost 300 contacts in my phone, so the setup process took me several hours.

ONE DAY LATER, on May 1st, the phone failed. It wouldn't take a charge and just died. They had to replace it for the SECOND TIME. Again, re-add all my contact groups, re-assign my contacts to the speed-dial numbers, and re-download all my ring tones. This took me another several hours. Now just this past week, my 3rd phone died on me again... would just reboot on its own, and the right column pf keys (3,6,9,# keys) would not work. So they had to replace my phone now for the THIRD time. So now I am on my FOURTH phone in 9 months.

I discussed my concern with the store manager, Joe. He said there is nothing he can do because the phone is under warranty. I mentioned to him that if this were a car, there would be lemon law. He agreed, but said that his phone works just fine. His best offer is an upgrade to the LG VX8700 for $150. I asked him if having to replace a phone 4 times in a year is normal for Verizon, he agreed that it was not. I told him want some sort of compensation for the new LG VX8700 and a better deal. The retail cost is only $100 different between my phone (LG VX8300) and the new phone (LG VX8700). He would not budge... not take my current phone in trade. He told me I could use my current phone as a back-up just in case the new phone gets damaged or something. I told him I already have a back-up phone and I would like to trade in my LG VX8300 for the new LG VX8700 and get some money towards the new phone. He said that if I want money for my new phone, sell it to one of my friends. This is the point where he started getting very rude and condescending. He said there is nothing more he can do as the store manager and if I wanted better results to call VZW directly. At this point I walked out of his store and called VZW customer service.

I spoke with a CSR and he completely understood where I was coming from and assured me that my conversation with the store manager is out of the ordinary. The CSR on the phone offered me the LG VX8700 FREE and is going to ship it to me FedEx 2-day air. It was a simple and short conversation that I think should have taken place in the store.

The store is obviously more focused on sales and not keeping their existing clients happy. It is apparent that if you want good quality customer service, don't go to a Verizon store, call the 800#. That's too bad.

Roger H.
New Haven, VT

I have been a loyal customer of Verizon since arriving back in the country in 2004. For the past few weeks, I have been receiving daily telephone solicitations for me to internet service [protected]. Sometime it occurs 2 times a day. I keep on telling them the service is not available in the area.

This is forcing me into making a decision to discontinue Verizon phone service for lack of action for them to take me off their do not call list. I have made phone calls being transferred to one department and then to another. Lately I just ask for the manager, and I still get daily phone calls. I am a member to the National Do Not Call Registry. I was told by Verizon that calls are permitted from companies with which you have an existing business relationship under the Telephone Consumer Protection Act (TCPA) of 1991.

In fact if you tell them no to call they must honor it or face up to $11,000 fine for each occurrence. I got the Better Business Bureau involved and the FTC involved now. Maybe they will stop calling.

A few months ago, while on the phone with Verizon I was asked to enroll in One-Bill to combine my land line and cell phone on one bill. I said OK. I had recently just paid my current cell bill, but when the One-Bill started, I was charged again for the cell phone. The amount is $110. I disputed the mistake and for 3 months I was told I wouldn't have to pay it and to ignore it (it kept appearing on my bill anyway). So finally this month I get my Verizon bill and guess what, they charged me for the $110 they said they wouldn't (my account is auto-billed, so it is now in their pocket). So not only did they screw up and charge me twice, they can't seem to understand what the issue is and why I am so furious. Now they said it will take another 6-8 weeks for them to look into it again. OMG, Verizon has the WORST customer service of any major company. After sitting on hold for 20 minutes, you end up talking to 2-3 people until you realize none of them have a clue what is going on. And they aren't even open beyond the normal Monday to Friday 8-6 hours. No nights or weekend hours for Verizon's precious billing department.

So here's a lesson. If Verizon can screw up, they will! And good luck trying to get it resolved. I'll be amazed if I ever see my $110 again.

I won't go into all the detail regarding dates and number of phone to Verizon tech. support... bottom line, I've slowly built up with FIOS service from Internet, to Internet+TV, to triple play. Since having FIOS triple play, I'm very content with the QoS and reliability of phone (POTS/FTTP) and TV, but since have had nothing but trouble with my Internet service. It has become completely unreliable. When it does work, throughput is ~8Mbs DL/~1.5Mbs UL. The problem is that several times per day all of the computers (wired and wireless) in my home lose Internet connectivity. To restore service I have to power cycle the router (Actiontec), then all returns to normal. Over numerous days, phone calls, trouble tickets with Verzion, the original router has been replaced, then the ONT (Optical Ntwk Termina); errors have been detected on the line by remote Network Technicians, etc. Next is to replace the Cat 5e cable from the ONT to the router. This just goes on and on. The thing I want to point out is that through this experience I have come to realize that with the exception of some relatively courteous phone reps and installers, the overall coordination of problem resolution at Verizon is pitiful. They have no concept of how to properly handle customer issues. When I told one of the recent customer service reps. that I was on the verge of moving all of my service back to Comcast (that's how frustrating this has become), she snickered, and said, "we don't want you to do that!" In summary, I am surprised Verizon doesn't have a better grip on customer service. This is the major discriminator in selecting various providers' triple play offerings. What's the since in having FTTP and lightening quick service if it's unreliable. I'm very close to returning to Comcast.

OK, my basic mail address works OK, but the one I set up for my wife is USELESS - It doesn't work! Tried adding another one pointed to my email program, and it doesn't work either!

And try to find a support phone number - I can't get one, even using their own tools. Had to email them.

Wife finally found a support number... [protected].

After scheduling a repair or replacement for what is believed to be a defective converter box. Verizon has disappeared off the face of the Earth. I have called 3 times after speaking to 3 different Tech. support people. I have yet to here from a Verizon person if or when a tech will be here. Since they are now 8 hours late from there scheduled repair time and I was promised a call back and never did get one! I can only say they are Incompetent service. I really think its sad a company that size can function so poorly.

Well maybe they will come Sunday I guess I will have to switch to Optimum on line now.

During installation of the underground fios cable my sewer line was damaged. I called out a plumber after repeated problems with my sewer backing up. The plumber found the damaged line caused by the fios cable. The plumber did half of the repair and Verizon had their sub contractor finish the rest. Verizon said they would take care of the plumbing bill. I am now being sued because Verizon did not take care of it. Verizon said that the sub contractor is responsible for payment. The subcontractor said the plumbing company is charging too much so he won't pay. Verizon says it is not their problem? How can that be?

Words cannot describe how angry i am at verizon fios's tech support.

Last monday, i began having e-mail problems. I could receive e-mail from everyone, but could send to no one. I called verizon tech support, and was told to enter my e-mail address on the " whitelist " form. Two hours later i had e-mail for about an hour. I called again, and a technician " took control " of my computer to diagnose the problem. He deduced that my e-mail [ incoming and outgoing ] were wrong. My settings came from the web provider who hosts my website. I advised him that the settings worked fine for the last 3 years, and began having a problem just last week. He said this was impossible. He advised me to switch my e-mail settings and i would be fine.

Now this tech session would have been much more productive if this young american could have spoken english. This will sound racist, but at this point i really do not care. I felt i was talking ll coo j, or another rapper. I understood little of what he was saying, and had to have him repeat himself constantly. He also forgot the most important part of communication. Listening.

After about a week of not being able to communicate with clients, i called to speak to a supervisor. Again, this will sound racist, but i think i got transferred to bagdahd. The person on the phone spoke little if any english, and literally would not listen to any of my explanations. He reiterated the previous tech's thoughts and told me there is no way my settings could have worked. He also had control of my computer, and took the liberty of changing the settings to verizon's. He said it would work fine, and we parted.

Of course, it did not work, using either account settings.

On a hunch, and to be fair, i contacted my web-host. A tech rep literally took less than 1 minute to find, and fix my problems. We changed some settings in the internet explore menu, and i have had no problems for 24 hrs.

My question is why do verizon tech people not have this basic knowledge.

I am disappointed to say the least. I cannot for the life of me understand how a company can hire people who lack even basic communications skills. Are they aware of how difficult it is to get any help, if only one person speaks intelligently enough to be understood?

I'll probably be shopping around for another provider soon!

Just had FIOS TV and internet installed yesterday, and the internet signal quality has been unstable from the start. Blips every few minutes causing my wireless cared to have to re-connect. It's dropped out 18 times in the last 90 minutes, including a 3 minutes 20 second outage.

Perhaps Verizon should confirm its capacity in Arlington and Falls Church, VA, before selling more service? The TV picture quality is spectacular, though!