Verizon Fios — awful customer service, flaky internet reliability!
I've been a Verizon FIOS subscriber for 18 months now and I absolutely regret it (the only reason I've held out this long is that my only other option is Comcast, who provide an equally frustrating customer service experience).
Problem #1: The wireless internet router (Afctiontec brand) provided to me is a piece of garbage. Not just the one I was given but the actual brand. Verizon techs have had to replace it twice so far because once in a while it will completely stop working and they refuse to provide me with a different brand or model. Getting a new router was a chore in itself -- The last time, a phone rep told me he was getting a new one sent to my house and I could install it myself. I never received it, and subsequent calls landed me with other reps who had no way to track the package. Finally, over a week later, I finally got through to a rep who was smart enough to know that no one had sent the package because they are not allowed to do so. Then I had to wait several days for a tech to come over and install it himself and that took 3 HOURS.
Problem #2: If you're a FIOS customer calling the Verizon customer support center, you're screwed, especially if you don't subscribe to their phone service. Go ahead, call their #s. You'll end up in the billing dept but that dept can't handle FIOS customers. They'll transfer you to another dept and they'll transfer you again. Each person will ask for your phone #, get confused because your phone # isn't a Verizon Wireless phone. If you give them your account # they'll get confused because the Verizon FIOS account #s are in a different format so you have to hunt through your bill to find a separate account #. Once I had to follow up on a billing issue and no rep I talked to had access to that info, and I was told "you can't talk to that dept". Well then how can I follow up? (I couldn't, and luckily the problem was resolved in my next bill. But what if it wasn't? I would not have been able to do anything.)
Problem #3: Billing problems. One ongoing problem I'm having are inappropriate charges on my bill. I've talked to reps before about this: the first agreed they should be taken off but nothing was done. The next one also agreed, wasn't sure why it wasn't done yet, then tried to credit me but she credited me a negative amount, thereby CHARGING ME even more.
And to wrap up my post, I'm actually on the phone with Verizon right now trying to get a detailed billing statement so I can identify the line items I shouldn't have been charged for. I've been transferred 3 times and each dept tells me I need to be transferred somewhere else. One time I was transferred to a rep in the wrong state. I'm probably going to cancel my FIOS service after this. It's pretty much the same service as the other cable and satellite companies but I'm tired of having to spend 3 hours every 1-2 months on the phone with these clowns.
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