Verizon FiOS: Issues, Problems and Trouble
Read my little rant regarding Verizon FiOS problems, issues and trouble before you decide to sign-up for the service, it could save you a big headache.
When Verizon first announced their FiOS service, I was naturally convinced that it would be the next evolutionary step in Internet and home connectivity. Being the early adopter that I am, I quickly signed up for the service, expecting faster speeds and an enhanced viewing experience. Just one problem: I’ve regretted it ever since.
Let me get this out of the way up-front: The FiOS service itself is amazing. High-speed transfers deliver as advertised, there are plenty of HD channels to choose from with amazing clarity, video-on-demand service works with an ever-increasing catalog of movies and more and more shows are becoming readily available. Granted, the DVR could use more storage and the menu system sometimes slows to a crawl, but I would take it any day over the box Comcast uses, which actually includes advertisements integrated into the channel guide. What’s more, Verizon’s phone service is nothing special, but let’s be honest – on paper, it sounds like a great deal to enjoy all three features combined.
But I was fooled, flummoxed, swindled… made a freaking patsy, even. Since the service has been installed in my home, I’ve had nothing but trouble. The below are just a few problems I have had with Verizon.
Billing
From day one, our bill has never been correct. We ordered the phone, Internet and TV service in a triple bundle that is supposed to cost around $156/mo including taxes and all the little BS line-items they tack on. Suffice it to say that they successfully bundled the TV and phone services, but not my Internet service which, for some inexplicable reason, is now being billed separately.
So, in effect, my statements are more like $220/mo, and that’s without HBO or any other premium channels. I have called twice a month for the last six months trying to get this fixed. Sadly, while my service was installed in November 2007, not once to this day has billing ever been correct. For the last two months, I have been told that the service was fixed and re-bundled, but that the ticket has not gone into effect – so just continue to pay that $220/mo and they will reimburse me the difference when they get around to it. (Remember, it’s been two months since it was ‘supposedly’ fixed.)
My main gripe here, besides the obvious financial aggravation? That the customer service reps are clueless; they apparently are placed in a service center somewhere in Antarctica because they have no idea what anyone else at Verizon is actually doing. Their hours of operation are also somewhere between 8-6 CST Monday thru Friday. The average call time (I have been keeping track) is about 30-45 minutes, and it’s near-impossible to get to an actual person. I feel stuck in the perpetual phone loop of despair.
As of this writing, I am getting disconnect notices saying that if I don’t pay the $220, our service will be terminated (I have been paying the $156/mo they told me on the phone). As I mentioned, customer service said to pay $220 and they will reimburse me later. I don’t know about you, but I don’t have an extra $60/mo lying around. And why should I trust that Verizon will pay me back? Here’s a novel though: Why not just remove the charge from the bill entirely?
TV Service
I loved my TV service with Verizon up until two weeks ago. My DVR has been recording my shows like it’s supposed to (although I have heard from readers that some DVRs are going rogue, and recording random shows), the HD quality is good, menus are easy to navigate (although slow at times) and the service works in general. Yesterday however, I noticed that a couple of new HD channels popped up in the program guide. When I went to watch them, they said I wasn’t subscribed. You see, Verizon added a ton of new HD channels, and then grouped them under a new “Extreme HD” package which costs another $10/mo to view. But wait a minute, wasn’t HD part of the original marketing campaign? I don’t know about you, but I was under the impression that Verizon was going to give me every channel in HD from the get-go, not start adding on extra packages that cost more each time there is a channel line-up change. Again, some very deceptive marketing going on here…
Internet Service
I am relatively happy with my Internet service. However, there a couple annoyances here worth mentioning. The Verizon WiFi router sucks, plain and simple. I get better reception wrapping my old Netgear router in electronically charged copper wire than I do placing my Verizon Router on a 10-foot tall bookshelf in the middle of my house. Do yourself a favor and invest in a separate WiFi router or Ethernet powerline adapter kit.
In addition, when I signed up for Internet service, I got the 15Mbps/2 Mbps service for $52.99. Now they offer 20 Mbps/5 Mbps service for the same price. Verizon was supposed to switch me to the faster service, but it has yet to happen – so I am paying more for less. Wonderful.
Misc.
My story’s not an isolated case either. Consider…
My coworker was charged for a DVR that he returned to Verizon. They claimed they never got it despite getting a tracking number and confirmation from UPS that it was delivered. After a month of calling, they finally removed the charge.
My father complained that when Verizon added the new HD channels, he was forced to manually reset his box in order for it to work properly and allow him to view the new channels. I wonder how many other people out there are not able to view all of the channels they are currently paying for?
Another friend of mine just ordered the service, but they never gave him an order number. When he called back, they had no recollection of him even placing the order, so he had to do it all over again.
Bottom Line
Listen, every service like this will have its fair share of growing pains. I ran into small issues with Dish Network and Comcast with hardware malfunctioning, being billed incorrectly, etc. But I never had problems with their customer service. You could call Dish or Comcast at 2AM on a Sunday and get through to someone in most instances. Verizon’s customer service, however, is the worst I have experienced EVER. Their people are generally clueless, and it’s very clear that the right hand doesn’t talk to the left. I do not know anyone that has enjoyed a worry-free experience with the company.
Comcast will have their new Internet and TV service coming out soon, and I might just switch back. But at the very least, I am going to wait this time until all the kinks are worked out. There will always be something technologically better tempting you with the promise of a quick upgrade. But the ability to download 10,000 B.C. on-demand in hi-def or enjoy speedier access to PerezHilton.com doesn’t matter if these features don’t work correctly or if you get charged twice what you are supposed to pay.
If you are considering upgrading to Verizon’s FiOS service, I would recommend holding off. It’s like the Apple commercial where the Apple PC tries to convince the Windows PC (representing Microsoft) to stop dumping money into their Vista operating system’s marketing efforts, and use it to fix the operating system instead. Verizon needs to fix their customer service, ordering process and get everyone on the same page.
Maybe your experience has been better, maybe worse. In either case I would love to hear about it. Assuming, that is, you write back M-F, between the hours of 1:30-1:35P PST, don’t mind holding for 3 hours and that I’ll be charging you double for it.
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By: Jason Howard
October 27, 2008 @ 3:50 PM
wow, and I thought I was the only one with horror stories.
I too have Verizon FIOS. Here's how my experience has been:
I ordered the triple package (phone, Internet, TV service) online. I had requested during sign-up that they move my current number from comcast over to verizon.
What a nightmare that was. It took me about 4 months to get my phone number ported over. The online order form apparently wasnt working correctly. Even the rep I eventually worked long term with to get this resolved admitted to the fact the online ordering process was in bad shape (Don't do it!)
Verizon sent techs out to my house 3 times for the phone issue, even though there was nothing for them to do physically at our house (the phone was hooked up during the initial install, just not the correct number.) They'd get to my house and ask what I needed done. They would show up without my knowledge they were even coming. They would then proceed to call the main support line and sit on hold, just like I would, for about 30minutes to an hour before talking with someone.
They finally were able to get my old phone number back, but it was the biggest cluster f*** I have ever had to deal with.
I do like the speed of the Interenet service, but I sorely miss the DishNetwork support and billing. I would get someone immediately without having some automated system make me run circles, and I never had to wait for more then a few minutes.
The new gripe with Verizon FIOS: all of a sudden HD channels I was able to watch as part of my upgraded HD package (like the Biography channel) now require an new upgraded package. I've noticed with at least two channels that I previously watched without issue now block me out. WTF, seriously…
By: Jaime
October 27, 2008 @ 4:41 PM
OMG glad to see someone post their own horror story, I thought I was the only one having Verizon problems. I ordered an HD DVR and they didn't have any, so I got an SD box as a loaner, they are still charging me for the HD DVR even though I have not had it for months!
By: Bernie
October 27, 2008 @ 6:48 PM
My experience mirrors Jason Howard's – wish I would have read this post first. I'm right in the middle of this problem – number didn't get ported after an online order for triple play FiOS. And now my original number is lost in space. How did you finally get it resolved – email me at bbsgllc@gmail.com if you wouldn't mind.
What bothers me the most is Verizon's ineptness in dealing with the problem. They have no concept of taking ownership of a problem and resolving it. They create the problem and then expect their customers to solve it. Why do we put up with it? If I hear “there's nothing I can do about the problem, please call 800-xxx-xxxx when they open tomorrow,” I may actually cry – right there on the phone.
They have no concept of what customer service actually is. They should be called customer aggravation reps. But yet we sucker consumers keep buying the stuff. Enough!
By: bob
October 28, 2008 @ 8:36 AM
I also have an issue with the inconvenience of dealing with Verizon customer service. BUT I have not had any problems with billing, service etc. I was disappointed that the HD channel growth was not as fast as promised and that the 53 new HD channels were part of a new package but it was cheaper than my original package, and they increased my Internet from 15M to 20M.
I had to call customer service twice and both times it was smooth and pleasant experience.
Now that we have virtually every HD channel available and at a good price I'm a HUGE FIOS FAN.
Thanks Verizon.
By: Sean
October 28, 2008 @ 9:07 AM
Well, I got FiOS over here in MA, and everything has been great. We had one issue where the HD DVR HDMI connection was busted, I called them, they got a tech to my house the next day (that being Saturday) and I got a new box. The tech also found that 2 boxes were sent back were not removed from our account. He removed them, got on the phone with the billing, and we got credited for those boxes.
We also signed up for the 15MB service, and were automatically upgraded to the 20MB. Check you speed on a bandwidth site, if it even creeps over 15 then your getting 20.
The only things I agree with here is the Off hours support (it is negligible) and the router they give you. Course for the router, I try to never use the provided router, unless I absolutely have to. which I do now, as it is a combination router to provide IPs to the Set Top Boxes. Just grab a better antenna, 40 dollars.
By: Sue
October 28, 2008 @ 9:36 AM
Just got off an hour of fixing a similar issue as some of the others on the list, except we did get our original landline number moved over to FIOS at the time of installation in August. However, there still is bad original account with a reassigned number that was supposed to be cancelled from get-go when we ordered FIOS triple-play at the Verizon store (which also used the same (apparently broken) order form). When we got home with our order and noticed the number was getting reassigned, my husband went right back to the store straighten out the order so that we could have our currrent number. So, supposedly, the original FIOS order for the reassigned landline number was cancelled before the installer came out. When the call from Verizon the night before the installer came out to confirm the installation time, I inquired about the bad order, and they said it was cancelled… but(you guessed it) the installer the next day told me he had on his order that we had a 2nd phone line being installed (the one that was supposed to be cancelled). I straightened it out with the installer, but he also said “I (!) would need to call Verizon after a few days to get this cancelled so we would not be billed for the bad order.” To which I said “They said it was CANCELLED and why do I need to do this again?” But we did what he said and again they said they cancelled it. Of course, a few weeks later a bill arrived for this “cancelled” number, we ignored it and got another bill, so at that point I called back today. The first time I was disconnected after 15 minutes to get to the person telling me I needed to be transfered to the “Cancellation area” then another 10 minutes on hold that area. When I finally got back on I asked nicely through gritted teeth, if “they could please not disconnect me from the cancellation area when I was put on hold there.” Finally, I did get a pleasant person in “Cancellations” who said they have now cancelled the bad account. Now I have *another* cancellation number sitting in front of me. In a few weeks I will write back and let you know if we finally have this taken care of our not. If you google “Verizon billing problem” you get a rash of the same complaints, so the odds are against a happy ending to anyone's Verizon billing story. As a final note, I work in system integration for a major hospital system, so I do realize that putting together all these separate business entities of the Verizon name into one billing umbrella is complex. At the same time, Verizon, Inc (or whateveer this fuzzy billing blob calls itself) definitely has more $$$ and resources to fix the issues – or maybe they choose to pay off someone instead, Lord only knows. But in my nutty world of integration – the meager $$$ and resources in the non-profit hospital world – we are forced to fix our billing issues PRONTO or face massive fines from the Feds or worse. I can't help that my suspicions these days is that all those Verizon “update” and “cancellation” transactions, are really going to the “big ol' bit bucket in the sky”.
By: Daniel
October 28, 2008 @ 11:20 AM
Bob, you are a schill. Obviously you work for Verizon.
By: J Downs
October 28, 2008 @ 5:36 PM
Hilarius and well-written report. My Verizon DSL has the same customer service issues. How this company makes any money (and apparently they make a lot from the most recent earnings report) escapes me. Worst. Customer. Service. Ever.
By: Jason Howard
October 28, 2008 @ 10:23 PM
Anyone else also experience issues with the phone tree? First time i tried to call in I kept getting disconnected. If I chose to have the auto call back, it would call and hang up on me immediately. I spent about 4 hours trying to get through to someone.
Bob: you may not think having tech support/customer service available 24/7 is fine, but if you compare to DishNetwork, Comcast, or any of their competitors they have tech support/customer service 24/7. When I had DishNetwork, I don't think I ever waited more than 2 minutes to connected to a human (from initial dialing the customer support number to talking to someone.)
I was extremely happy with DishNetwork just from that fact alone, and they were all extremely pleasant people. I would have stayed with them if FIOS Internet didn't sway me away.
By: Stephen G
November 5, 2008 @ 12:43 AM
okay- so I came across this article looking (actively) to see if there is anything out there discussing any Class Action lawsuit against Verizon regarding deceptive billing practices.
I have a horror story with Verizon Fios (and have discovered that mine is NOT an isolated case).
I ordered service moving into my new apartment. I asked for ONLY TV and INTERNET since I have a VZW cellphone. Cut back on costs. When they installed service, they immediately took out a sum of $285 from my checking- and claimed that each cost was ala carte. That means I paid more that the $99 bundle because I wanted seperate services which ran me $300- I was charded $150 for the router.
When I called to cancel service, the rep decided to credit me the difference, mentioned that she would give me 3 months of movies for free, and would issue a check for the router. I waited and waited. I was duped. I called back to discover that they DO NOT issue a refund check and only credit to your forthcoming services. THAT WAS FINE if it just would have rested there. The next month my bill was over $600!!
WHAT!? Well, it seems a few things- the credit WAS issued as a refund check, however I was CHARGED for a check of my own money added to the bill. Second of all, aparently in order to get 3 months of service for free- the rep actually has to go into the account and credit each month one at a time. This means they have to remember WHO they made the promise to and proactively credit in each month!
so after numerous call-in's to correct the system, I just cancelled. To add insult to injury (I've taken extensive notes on each call/ rep I spoke with/ action taken to correct ineptness) after I disconnected and replaced service with a local competitor- I was getting billed for two more months AFTER the system was completely removed from my apartment! Yes, we can thank advanced billing for THAT. So I am currently battliing a bill of over $700. They mentioned that even though I did NOT have service for those months, they have NO way of telling if I wasn't using their system (after calling in to disconnect) from the billing side.
WTF?
By: Gary Rich
November 5, 2008 @ 6:18 PM
Glad to find this information. I bought the Fios package of TV, Internet and phone…..I have never been billed at the package price of $114.99 plus receiver rental………..some have been as high as $392………I have spent an average of 45 minutes each month trying to fix the bills and get them to show it as a bundle-like they sold me. I also feel misled about the video on demand….Two major networks are not participating “yet” and most of the show available are only snippets of the shows……its Total BS…..don't buy FIOS!!!!!!!!!!!!!!!!it sucks, Verizon sucks. They are incompetant liars………..thank you
By: Jeffrey
November 9, 2008 @ 8:10 PM
I just upgraded from high speed internet to Fios internet. The installation was completed Monday evening. It is a very noticeable speed increase. Now, 10,000 kbps/2,000 kbps from the DSL 3,000 kbps
Only, $10/mo. more.
After reading this I went to the “View My Bill” feature online, and it's ok. It shows $9.99 new charges.
I think I got a great deal, but before adding TV, I might look again for recent reviews.
By: Jason Howard
November 10, 2008 @ 10:41 PM
Oh boy, more fun…
So I finally called about why all of a sudden HD channels I previously was able to watch were no longer available. I would get a message saying I wasn't subscribed to them and that I had to all the main number.
It was at 9pm PST when I made my first call. I just transferred through the phone tree to tech support, and got a hold of a real human in probably about 3 minutes (that alone was amazing for Verizon.)
After explaining the issue, the tech new what the problem was. He confirmed I had the “premiere” package. However, in the last month they rolled out a new “Extreme” package, and moved a bunch of the HD channels from the Premiere package to the Extreme package. He said it was a mess up on Verizon's part to move them away, and that I should be grandfathered into the Extreme package. However, he couldn't help me get migrated to this new package. He gave me the number to my local billing department, then transferred me.
I was connected to the billing department, and the person there started helping me. I had to provide not only my phone number and billing address, but also my account number and last payment amount. Fine. I'm ok with extra security. However, after looking up my account information, he hung up. :( I waited 10 minutes for him to call me back (he had taken both my home phone and my cell numbers.) With no call back, I called the number I was given by tech support. However, the number was disconnected! Arg!!
I called tech support again, and this time they gave me a new number. I called it, and talked to a women who proceeded to tell me their network had closed for the night, over an hour ago. I explained to her I just talked to someone who was helping me. She told me there was no way since all the systems were closed for the night. she didn't know of any other numbers for me to call. I was getting pretty pissed. This company is completely disconnected!
So, I called back tech support and got a nice guy named Julian who tried to help me as much as he can. He did his due diligence and then informed he couldn't help me, i needed to talk to billing. He gave me a new number this time and explained to me that it was the after hours billing (open 6pm to 8am) and that they would be able to help, that their computers are not down. He told me the number I called previously was the normal billing number for 8am – 6pm.
So, I called this new number. KiKi took my information, state I lived in, phone number, address, then informed me that her computer was updating and that I'd have to call back in the morning.
So, I have an hour gone by again, and no freakin results except lots of aggravation, 4 phone numbers, and 6 new people I've unfortunately had to talk to at Verizon.
And what type of company takes its premium package, creates a new one, and screws their old premium users?!
Way to go. (thumbs up)
By: ECA
November 11, 2008 @ 12:18 AM
http://cagematch.dvorak.org/index.php/topic,5796.0...
By: Jason Howard
November 12, 2008 @ 2:56 PM
More to my story.
Turns out the billing/upgrade agent I spoke to actually gave me a new Triple Play bundle that include the Xtreme HD package for free. However, in the process he lowered my Internet speed from 20/20 to 20/5. After spending another 30 or so minutes on the phone with tech support AND billing, the answer I got was:
A) I can keep the new triple play and the free Xtreme upgrade, but they can not upgrade my Internet speed back to 20/20. They can't add it on to the bundle, or upgrade it.
B) I can revert back to my old bundle so I can get my 20/20 Internet speed, but pay $10/mo to be upgraded to the Xtreme HD package. They would not “grandfather” me into the Xtreme package like they had promised unless I took the new bundle.
What a bunch of crap. 3 days gone by, about 3 hours of wasted time. And to kick it all off, I have to call back tomorrow since the order went through today and isn't updated to show it being completed, so they can't make changes to my account anyways. Grr.
Verizon, as soon as Comcast comes out with their faster speeds, I'm gone. You treat your customers like crap. Your incompetent.
By: Seth
November 14, 2008 @ 8:54 PM
Well my story goes as follows :
Rep came to my door. I'd just learned that FIOS was ready for my neighborhood, but was waiting to jump on since I'd been running a home
business and changing services took a lot of work….
Rep promised me a 200.00 rebate if I signed up that day. It was for the Friends and Family promotion and I would be treated as though I'd referred
two friends. He also promised me a completely free installation.
Wrote out a contract which I signed. Wrote 200.00 referral on the contract.
Tech came and installed TV and Internet.
1 1/2 months later I get my first bill. 680.00. I was charged for every part of the installation. I was also charged for 2 routers. No 200.00 referral
credit.
So I call and here begins the same song and dance everyone else seems to be experiencing.
I was instantly credited for 1 of the routers. I was told I was being credited for everything.
I was told to pay for only the portion of what I actually owed.
The next month I get my bill. 540.00. There is a 7.00 late fee. The credit for the 1 router shows. No other credits show. No 200.00 referral credit.
I call again. I am credited a portion of the install fee and told that my router credit is pending. Again I am told to only pay the portion of what I owe.
3rd month. Late Fee. No Referral Credit. No credit for router. Call about the router. Told again it is pending and will be put through the following
month. Told to call my local management team about the referral credit.
My area manger calls me. I explain the situation about the referral credit. He tells me he will call his supervisor. I am asked to fax my original invoice
with the 200.00 credit mark.
1 week later I receive a voice mail telling me that I will be getting that 200.00 credit.
4th Month. No Referral Credit. Late Fee. No router credit. Talk to the supervisor. Tells me there is nothing he can do and that we have to wait for a
response from another supervisor. Again I pay only what I owe. I ask what about the phone call telling me that I would receive my credit. Apologizes
and said he didn't know either.
5th Month. Rinse and Repeat. Different story about waiting for a different team.
6th Month. Rinse and Repeat.
7th Month. Here I am now. I call once a week to check on things. I talk to the same person. He tells me they are working on it. Everything is
pending. 343.00 is owed to me, or still being charged on my account.
With so many people having so many problems with billing through Verizon, why hasn't a Class Action Lawsuit started. It may be different stories or
circumstances, but they all appear to be the same problem. Same song and d
By: DOZ
June 23, 2010 @ 3:25 AM
Same here! The VZ Fios bundle billing is mysterious and even fraudulent to say the least! I had the 3 months free HBO/Cinemax for free. Before the expiry date, I sent and email and also called to cancel it. 4 months later the re still charging me 22.99 for it!!!!!!!
I am thinking about refusing to pay anything when I switch back to cable as this is a joke.
By: Mark
November 17, 2008 @ 10:10 AM
I will never go back to cable again. But with Fios problems I have decided to stay with Directv and get as much HD as FIOS (Plus NFL Sunday Ticket to which I am a junkie). I am dropping Comcast HSI for FIOS Internet but just getting a regular modem since I have some specific internal network needs an integrated wireless modem will not be able to address. For one of the previous posters who tried to post a number from Comcast (comcrap I like to call them) porting is a royal pain. Both parties will blame one another. That is why I am a cell phone only customer. Landline/VOIP are dead to me. To each his own. I have been very impressed with some of the things that DIRECTV is doing with MRV and direct to PC capability. Plus I get my TIVO back next year…sometime.
By: Dave6053
November 22, 2008 @ 11:53 AM
I have similar horror story of mine. I ordered the triple package (phone, Internet, TV service) online. The rate was $110 including HD-DVR. when I got my first bill after about 2 months they billed me $454. I immidiatly cancelled and went back to Comcast. But now Verizon is hounding me and has added $200 cancellation fees to the total whcih now is $654. they said I had only 30 days to cancel after service is installed. I feel very aggravated with their cistomer service and how can I cancel within 30 days if my first bill comes after 2 months.
By: kanzaki
November 28, 2008 @ 4:42 PM
We have to call to get the bill fixed every one of the 14 months, we've had service. We've been charged for everything from phones to DSL and strange channel packages. It took me four months to get an HD box.
On a side note, we finally got the new firmware, 1.6.0, and the boxes and menus (even VOD) are liquid quick.
And then on the other hand, I can't see HD channels that I could before… searching for reasons why brought me to this page.
By: cwizper
December 1, 2008 @ 12:31 PM
When I signed up for Verizon FIOS I thought the Triple Freedom would give me Internet, Phone, & TV concurrently. Apparently not here in Northern Virginia where whenever an incoming call comes in or I pick up to dial an outgoing call the Internet service drops. I guess they don't expect anyone to be able to multi-task on the phone and web at the same time. I've only been promised a technician here every day, including weekends, for the past five days with still no one showing up to try to fix this problem. Can't wait to get back to Comcast.
By: Bob Smith
December 2, 2008 @ 1:57 PM
Here's another Verizon horror story. We ordered the bundled package deal on 10/31 to be installed 11/17. Took the day off work, but no one shows up for the installation. Called Verizon and were informed that the order had been cancelled. Asked why, but she didn't know. She gave me a phone number to call and after waiting on hold for about 4-6 HOURS with various departments, I was basically told that there was nothing they could do and I would have to place the order again. Of course, the next installation date was not available for another 3 weeks. At this point I should have probably gotten a clue and just cancelled the whole thing. Unfortunately, there are not a lot of options in my area for high speed internet. So, I took another day off work (their weekend instalations are booked months in advance) and finally had the service installed last Friday. The tech guy seemed to be pretty knowledgeable, but I could tell right off the bat that there were going to be issues. First off it took him 2 hours to figure out why he wasn't getting a signal from the street into the house. Once he completed the installation I was given a brief explanation of how everything worked, and off he went. Everything appeared to be working OK. But the next day such was not the case. None of the computers had a WiFI signal, the multi room DVR didn't work, and our email account hadn't been activated. After 2 hours on hold with various helpful, but useless/clueless reps nothing got resolved. The WiFi issue I fixed myself with the help of a tech friend (the installer had configured our PC's to a neighbor's signal). The email they could not figure out why I wasn't able to activate on line, so they finally activated it over the phone (1hr wait). The DVR issue is still pending. After 2 hours on the phone yesterday, thay told me that the problem was probably a bad box. So, a new box is shipped out to me yesterday and I received it today (quite surprised at that). Plug it in, activate it, and in the famous words of Gomer Pyle……surprise! surprise! it still doesn't work. Another phone call, another half hour on hold and this time we are told that we don't have the multi room function activated. We have to call billing to get that done (why didn't they know this yesterday?). So, after talking to a supervisor and telling him in no uncertain terms what I thought of their service, he assured me that they would turn on that service at no charge (such a deal considering that that was part of the original agreement). So far, still no multi room service. I shudder to think what my bill is going to be after reading some of these other posts.
By: Jeff Jacoby
December 9, 2008 @ 2:27 PM
I have also had nothing but trouble with verizon fios. All my non-HD channels come in and out since the initial installation. Have put in several tech support calls…. so far… nothing. I was terminated because I was not paying until they got my channels working… I resigned and assured I would not have early termination and someone would be out to fix my problems. Well, none of that happened. After about 6 more calls… I just can't take it anymore. $600 bills for $99 service bundle and yet it has never worked properly. DO NOT GET FIOS unless you have plenty of time to sit on the phone trying to fix your bill and possibly not getting over half of the channels you should be getting and probably paying twice as much as you think you are going to pay…
By: John Reusche
December 10, 2008 @ 7:04 PM
I have had FIOS for a year now. No issues with Internet or phone. As for FIOS tv, I have no HDTVs. I was impressed, however, with the great reception on every channel, until the last few months. It seems every channel is no longer great. Tonight I'm watching the Sixers play on ESPN, great picture. Switch to the Comcast channel to watch the same game and the picture is far from great. Another example, the CBS affiliate , channel 3 has a consistently bad picture. I called Verizon and they said the varying quality was due to the feed coming from wherever. Not a good answer. Yet I feel something has happened in the past few months. Anyone else experiencing this?
By: Rick B
December 16, 2008 @ 10:27 AM
I was starting to think we were the only ones with Verizon horor stories. We've been battling billing and technical support issues with the Verizon freedom bundle since we signed up for it (11 months ago). I've had to call Verizon 2-3 times a month to correct billing issues (being over billed, not getting discounts, etc). The last straw was our recent migration to FIOS. The new FIOS service was setup/installed on 12/09. Our voicemail stopped working on 12/10 as they reset our voicemail password without telling us, then our FIOS phone service stopped working (no incoming/outgoing calls possible) on 12/13 due to an “order processing glitch” and it's still not on as of today (12/16) even after repeated calls and ticket escalations. The only good thing so far I can see with FIOS is that the download/upload speeds were as advertised and always constant, although I won't be a Verizon customer for much longer to see how it works out for the long term.
By: kirk
December 26, 2008 @ 11:24 AM
I'm in the middle of the same thing right now, and its only been a week. Didnt switch over my phone number, service isnt working, techs dont show up. Reps dont have clue, tell you things just to get you off the phone. What can be done ? I'm dreading what the bill may look like , based on some of the stuff that I've been reading . Anyone trying to form a class action against them for fraud ?
By: Deladonde
December 27, 2008 @ 12:25 PM
When I ordered FIOS, my neighbor told me the service is good, but the billing is terrible. He wasn't joking. I've had six bills, and not one has been right. Every time I call, I'm told I do not have a bundle package, which is causing my bill to be higher than promised by varying amounts, from $16 to $100. In every call, I have to explain that I signed up for the bundle, and get my bill adjusted (sometimes they tell me to send in the correct amount, other times they tell me they cannot adjust a bill, and I will receive a credit next month). To make matters worse, for my first three bills, the phone number on the bill was wrong (it was for cell phone billing problems), so I would be transfered to several different people, forcing me to be on the phone for an hour. Every month is the same: wrong billing amount, long call, promise to sign me up for the bundle, and it never goes through.
I even complained through the Better Business Bureau, and Verizon let the complain close as unresolved.
Also, keep in mind, there's no fee for installing the equipment, but there's a fee for activation.
By: Michelle
January 1, 2009 @ 12:46 PM
We had FIOS installed in October 2008 and have experienced many of the same problems – deceptive sales people and incompetent, sometimes rude billing staff. My complaints were subsequently escallated to their “Resolution Department”, but is still not resolved!
I am writing a letter of complaint to Verizon Communication, Inc.'s regional president, will file a complaint with the Better Business Bureau and am definitely interested in joining any class action litigation that is pursued. Has anyone started any such proceedings? For a company to charge a cancellation fee, when they have engaged in deceptive and unethical practices, is not acceptable to me.
By: Rich-Ridgewood
January 2, 2009 @ 7:32 PM
Well add me to the FIOS unhappy customers list. Have had no internet for 5 days and they still are researching the problem ! Even though the TV and Phone are working fine, they cant figure out why my Internet suddenly stopped working. Of course, I can see that their server isnt authenticating from my router but they wont listen. And now its Friday and they just told me I would get a call back Monday but not guarantee that it will be fixed !
Cablevision internet was 100% solid.
By: Linda
January 2, 2009 @ 9:46 PM
Good Lord, I knew I could not possibly be the only one!!! I had Verizon bundle installed in Sept. 2008. When I tried to reboot my computer it had a fatal error. It worked before, but not after Verizon was installed. It cost me $98 to have it fixed. When I called Verizon they said it couldn't possibly have been anything they did. I had Verizon for only 9 days. There is a 15 day grace period in which to cancel. I cancelled within the 15 days and went back to Comcast. I received a bill and called to say I thought it was a bit high for 9 days of service. I was told to wait for the final bill, there would be deductions. The next bill I got was higher yet, and called again. No, don't pay that..wait for your final, final bill. Ok, then I got a bill (apparently from Fios not Verizon, although no one ever told me about that!) and that bill was a minus number!! So, I wait to see if they straighten it out. Then I get another bill claiming I did not return equipment. I pulled my UPS tracking info with the date it was delivered and who signed. They said they would take that off the bill. So I ask what do I owe? I want to pay the bill, but I do not know what I owe!! The so-called customer rep was to call me back on December 10th. NO CALL! On December 17th I get a call from a collection agency. They turned it over to a collection agency even though I made numerous calls trying to get it straightened out. So, once again I went through the ridiculous push this, push that, “I can help you with that” recordings, and spoke with someone else. After telling my story to her, she was going to pull the bill from the collection agency, recalculate and send me a bill. The collection agency called again and sent me a bill. I paid that bill thinking I was finished with the whole mess. No, I get home today and find yet another bill from Verizon for yet a different amount. I am so fed up. By the way, every one of those calls took from 1 to 2 hours. I truly am thinking about calling an attorney and filing suit against Verizon. Does anyone know if there is a class action suit? …or how I go about getting one going? I don't even know if it is that Verizon is incompetent or just plain FRAUDULENT. How many people get disgusted and just pay??!! That's fraud in my eyes. They do not want to get anything straightened out…they only want your money..and more..and more..and more. They are nothing more than con artists and crooks.
By: Greg
January 4, 2009 @ 10:42 AM
Boy, am I glad I found this site. I've had no phone since December 18th, about eight days after FIOS had been installed. I'm so frustrated right now.
By: Tak
January 9, 2009 @ 8:48 PM
I'm having similar issues with Verizon Fios billing. When I signed up with Fios, I was quoted a total bill of $156, the triple package, and HD equipment and taxes and fees. This was a bit less than my previous provider. I switched over to benefit from the better HD quality (no compression) and higher Internet speeds (20/5mb). For the first three bills, they were much higher than what was quoted, around $200 vs $156. A rep from Billing explained that the first three months would be higher than normal due to the installation fees. I said okay. The fourth and fifth months were normal, billed at $156. Then I get this letter that the previous discounts were applied to me in error. It states the “Freedom Essentials credit” should not have been applied in addition to my bundle rate (triple package). I told Billing this is total bs. How could they offer a set price and then take it back after the contract has already been in place for about half a year? I called customer service number in the letter and the discount was applied to last months bill. But this month, the discount is not there, and total is now at $187. Another call to customer service gets me three reps, but results in nothing. Last reps told me there is nothing they can do as this “correction” is system wide and the bill is “correct”. I'm currently waiting for a call back from a supervisor or upper management. If I don't hear back from them to resolve this I'll be making a formal complaint with the Public Board of Utilities. I urge Verizon customers to do the same, with these issues. My next option would be to switch back to previous provider, which offered lower fees and will pay for the early termination fee.
Verizon's billing practice is wrong, the way Verizon is getting customers to sign up with attractive prices and then bills at a much higher price. It's a scam and must be stopped. Sign me in for a Class Action Lawsuit, please.
By: Ray
January 13, 2009 @ 3:41 PM
WOW, I wished I had seen this sight before I ordered FIOS. Had my triple play installed Nov 22 and have had the same problems as all the horror stories above. I had Direct TV for the last 5 years and never had a problem. When I called them I would get a live person on the phone and they couldn't be nicer. I am kicking myself for ever leaving them to believe all the savings I would get from Verizon.
By: David M. Adelberg
January 30, 2009 @ 2:15 PM
Verizon is such a messed up company concerning customer service. You spend hours on a telephone trying to reach anyone who actually can help you. The company is so decentralized that no one appears to have any understanding of the problem that needs to be corrected. The service is good, ….. IF it works. But, the first time you have any problem. Good luck.
I would love to sue this company. They deserve it.
By: Craig
February 4, 2009 @ 10:33 AM
Well now I know it isn't just me that is pissed off! Their bundeling of an HD Extreme package is absolutely ridiculous! Especially considering that digital versions of most of the channels in the package, you already have. How can they justify paying extra for Disney HD or WGN HD?
I too have had issues with my boxes. I have a DVR that loves to reboot itself whenever it feels like. I have HD boxes using HDMI that have to be rebooted to get a signal to the tv. It is insane!
And while we are at it, did anyone else notice that the original FIOS commercials were of the multi-room DVR, but the commercial showed a HD movie being played in every room? Well the HD multi room DVR wasn't an option when FIOS first came out. But they eventually got it working and, you guessed it, it is an extra charge! That was one of the reasons I left Comcast and joined Verizon to begin with.
And of course, can't go back now…not yet anyway. They lock you into a 2 year contract, a contract which states that they can change absolutely any feature, including price, whenever they want. My package price rocketed from the initial $156 to almost $200 now!
I obtained the address to send a formal complaint to Verizon in Tucson, Az. Of course the link I was giving to email a complaint was not working. Or perhaps if the FCC receives enough complaints about their tactics, something will be done.
By: Bill in Maryland
February 6, 2009 @ 10:52 AM
Nightmarish company. I know that there is virtually an “open ticket” of complaints on Verizon with the Maryland Public Services Commission. They bait and switch; they have incompetent tech and billing support; they change packages without informing you.
We were early adopters, fools that we are. We were put on fiber for internet and TV and–because of insufficient server slots–left on copper for our phone (though we had triple bundle). The tech foolishly closed out our install.
So, when we had fiber problems, they told us to call the copper number (not their problem), and when we had copper problems, they told us to call the fiber number (not their problem).
MONTHS of having out phone shut off as they continually assumed we were no longer on copper (but we still were). Over $200 in cell phone charges to keep in touch with the outside world while our phone was out and REPEATEDLY, again and again, tried to explain over and over to technicians, some who know what was going on, and others who hadn't a clue.
Found out that our initial 5/2 deal had been upgraded to 10/5 in our area for the same price. Of course, I had to call to ask them to upgrade our service. Every move we made (i.e. every change we made to our service) resulted in our phone and internet to shut down.
Moreover, their ActionTec routers' firmware is aging and it needs to be upgraded. If I owned it, I would do it. But I won't touch it, as they might accuse us of “monkeying with our connection” against their policy. But the old firmware doesn't work well with our up-to-date Vista system. It's fine with out XP computers in the house, but not with Vista.
In short, I switched to FIOS to save a few bucks (as our TV–Direct TV–phone and internet–copper and Verizon DSL had all been working well). And in the process we have had nine months of hell. It sounds great in theory, and some day it may work. But right now, Verizon is in over their heads, and the customer is paying for their incompetence.
By: Mary
February 18, 2009 @ 7:39 AM
In early February (Dallas area), we switched from a local provider to Verizon FIOS. It has been a nightmare (literally hours of holding and fruitless conversations) and we are currently without home phone service even though it was working through Verizon for appx. 8 days prior to being disconnected…due to an error in “porting the number correctly”. I too deeply regret ever switching to FIOS. Their customer service is a joke in the most not-funny way. I can only imagine what our first billing will involve. Save your sanity…don't go there.
By: Ming
February 20, 2009 @ 8:55 PM
Plano, TX
I have Fios Internet for my daughter. They charge me $41.23 to my credit card every month.
Well… recently, BofA had issued me a new card so I called Verizon to give them this info. over an hour later, after 3 transfers and 4 reps, I got it changed. How incompetent is this?
By: Vinnya
March 3, 2009 @ 4:02 PM
If you have a 10/2 Mbps connection, don't forget to tweak your computer settings to get the most of your connection. This is especially true with crappy Vista, who purposely slows down your connection due to fear of virus attacks through multiple connections. But as long as you have good virus protection ( I recommend Norton Antivirus, they are the BEST!! And also have a good Maleware protection program ( I recommend Malewarebytes. They are free, give free updates regularly, and protect your computer from spyware and adware which can affect your computer's performance. I recommend buying it outright for whatever price it is[I think around $30.]) I also recommend downloading the next three system maintenance programs, Advanced System care(ver 3.2.0), a great program that takes care of most of your computer needs, PC checkup(free, but cheap to buy and much better in full version), and SpeeditUP(free edition, but again much better if you buy the full edition). If you only afford on thing, I recommend buying the Advanced System Care, which has a TCP/Game optimizer which is outstanding. I have verizon 10/2 and believe me when I tell you, my upload speed with the tweaks (which I'll tell you about later) and the optimizer is now 10/3.5 to 4 Mbps!!!! To optimize your system, go to http://www.speedguide.net/read_articles.php?id=2574 and follow the instructions on the page. There are about a dozen or so tweaks, including registry tweaks (go to regedit, hit enter, then follow instructions) and also tweaks in the command prompt ( go to accessories, scroll down to command prompt,right click, go to and click on “run as administrator”. The command prompt will open up. Just follow the instructions on the page (this will probably be done first before you go to regedit, the registry editor.). You will not be disappointed! Just remember to back up your registry before doing it. You will find a noticeable increase in your speed. One more thing. When you use your TCP optimizer in Advanced system care, make sure you use the fixed connection or local network setting. You want to base your optimization on those connections because they are landline connections and are consistent. If you use the wireless connection, your download and upload speeds will not be as consistent because you are dealing with a signal going through the air(much like your old antenna connection). If the signal frequency of say your cell phone is the same as your wireless router, you may slow or even cutoff your connection due to frequency interference. Like I said before, try these tweaks and you may be pleasantly surprised!!
By: Nancy Wholey
March 21, 2009 @ 5:57 AM
I just got off the phone with Celeste the VErizon supervisor who will not credit my back the early termination fee for leaving a service that does not work properly. I have experienced much of what I am reading here. I spent at least 12 hours trying to do the right thing. No call backs, no bill corrections, etc.
So what have you all done? Does anyone have any contact information for a higher authority?
By: Moz
March 24, 2009 @ 10:08 AM
Glad to see I'm not the only one driven crazy by Verizon and their circus of a billing and customer service dept. I've had Verizon Fios Internet for over a year now, and had the Verizon Fios TV for the same amount of time but just cancelled my Fios TV service completely due to what I felt was woefully inadequate customer service on their end (the Fios TV picture itself was good, I'll admit). I had direct billing from my checking account each month so was never so much as 1 day late on a monthly payment for over a year. This past February I had some extra bills due to taxes so called Verizon Fios TV customer service inquiring as to a payment extension of two weeks on my FiosTV bill (remember, never paid late ever before this request). They said 'Sure!' and 'No Problem!' and gave me a new date I'd be billed and after I clearly asked them that it meant no charges would be drawn on my account until that date they reaffirmed such so I paid another bill only to look at my checking account two days later to find Verizon Fios TV took the regular payment out on the usual date totally ignoring said payment arrangement I made with them. Between that and the new HD channels somehow not being included in my existing Extreme HD channel package that was all it took to cancel my FiosTV service. You blew it Verizon! I was a solid, on-time bill payer who even had extras and while I could afford FiosTV I never really needed it as it's easy enough to download ANY television show in 720p or 1080p format from the Internet these days (esp since Fios Internet is so fast) so I'm going back to that whereas I happily would've thrown money your way each month if you just had marginally competent customer service people. Besides they were billing me seperately each month for Internet and TV, that showed as charges from two different places, which was shady to begin with. It's $104/month now that I get to keep rather then hand over to Verizon so yay for me!
By: Rick
April 2, 2009 @ 8:14 PM
I had just recently had my FiOS internet and phone transferred from my old home to a new locaton. The installation date was scheduled a week and a half from when i called in for it, which was fine. However, the day of the install I had noticed that the guy I was told was supposed to be out by 12pm noon. Didn't happen, I called in and talked to a representative; apparently, for whatever reason the original order was cancelled.. of course they couldn't tell me why, but assured me someone would be out by 3pm. The person didn't come out until past 4:30 and when he did he originally had told me it was his last install of the day and he was still working on another place and was just checking out the location to see what he needed to do. So once again, I had to wait for him to come back, when he did it was about 5pm, he started working on the install, took until around 6:30 to complete. So of course, I was just excited when he said everything was setup and told him I knew the rest about the service and was good to go. I was for 2 days, until yesterday when I arrived at home the internet was off for no reason at all, I powercycled the modem, reconnected the cords, all that stuff. Since I was unable to fix it myself I called in for a rep. didn't take me too long to get a hold of someone, when I did was the problem. I knew from the beginning I was obviously talking to someone inexperienced when they had asked me to hold so they could find out what to do next after I had did the routine procedures. She told me to go downstairs and check my battery backup and all. The system status was a solid green showing no signs of any problems, and of course they asked me to try and test another electronic in the socket to see it if it worked, which it did. Regardless of this the rep. assured me that there must be a problem with the AC power, they told me they'd send someone out to fix it tomorrow. I wait another day and then the guy comes out, keep in mind they had told me the time would be before 7pm. ANYTIME before 7pm. So yeah another day off work. This guy comes and walks in the room with the router, looks at it and notices the internet is off like I said and checks the basement at the battery backup and says it's all fine (shocker). So he goes back to the router, unplugs it and puts in another. It takes a couple minutes then finally works, and he assured me that the problem was fixed and it was just a bad router. Okay, my problem was fixed right? No, about 10 minutes after he left the internet disconnects again, for about 2 hours, then goes back on and its been shuffling around with connections since, dropping out whenever and then connecting for a minute. With all these problems I had decided to say **** it and just called Comcast, setup for the same services and I was able to get an install for the next day between 1-3PM
By: Kaji
April 9, 2009 @ 7:07 AM
I had FIOS installed in Dec. 08. The first week, the DVR box died. The tech who came commented that Verizon had been having problems with the box. He changed it and it started working fine. I called billing services to ask for a credit for the 1 week that I was not able to watch TV. Still waiting for that…
Yesterday, for no apparent reason, I lost service to the TV, Internet, AND the Phone. Nothing at all. When I called, I was told that someone would come on Saturday. that's four days later! So what am I supposed to do without a phone for 4 days? I don't care much about the TV or the internet. but what if I have an emergency and my cell-phone does not work? What if my family/friends have an emergency and cannot reach me on my phone??
Very lousy customer service. I wish I had stayed with DirecTV and gotten a different internet provider.
By: soehler
May 3, 2009 @ 5:51 PM
My elderly mother was sucked in by a phone call from Verizon to switch to the 3 in 1 package. They told her it would be cheaper than she is paying now (with internet and TV from Comcast and phone from Verizon). They are billing her for $50 more per month than they advertised and in another week 6 more “free” services will be added to the bill which will increase her bill by another $60/month. Little things like tech support (which is a joke anyway), virus protection (they disabled what she already had), movie downloads (which she doesn't want), and games (which she doesn't want.
Verizon advertises that they will come set up everything for you and sync your phone, computer and television. Translation: they will require you to sit at home on 2 different occasions (from 8 til 5). They may not bother to show up at all. If they do come they will not come inside the house (even though you stayed home all day to let them in). Then they will tell you to set up everything yourself!
Once you manage to set up these wonderful services you will find that you no longer get any of the major network channels. But fear not you can submit a request to have them added to your lineup. In 10 to 12 weeks they'll let you know whether or not they will allow you to have the networks. The internet service operates at 1/2 the download speed, and 1/5 the upload speed of Comcast – which is less expensive.
You can try to call tech support or customer service – but only on weekdays during work hours and it will take anywhere from 30 to 45 minutes to get through – so again plan to stay home from work.
Moral of this story – do NOT talk to these people when they call you with an amazing new offer. You will pay more – for much less – and lose years from your life in shear aggravation.
By: FranD
May 17, 2009 @ 5:21 PM
We just had Fios installed with the Triple Play bundle. We ordered the Extreme HD package and also ordered an optional package called (at the time) “Movies and Sports” (exactly that name)for an additional 15.99 a month. When you clicked on the “included channels” button, it listed multiple sports channels not listed under Extreme HD sports and it also listed ALL premium channels except for STARZ. Now, we couldn't figure out why this package would cost so much less than any of the other packages, but it seemed like a real no-brainer. Only problem at the time – my printer wasn't working for some reason that night and while I was able to save the order confirmation, I was unable to save the channel lineup (should have been my first warning). When we installed, we were surprised to not have access to HBO or Cinemax. Tech said “you weren't signed up”. Went right online: since the tech hadn't signed off yet, and the computer didn't have our installation marked complete, I was able to find the same channel lineup I ordered (Movies and Sports) – shame on me – I didn't print it out, since I had confirmed for myself that I hadn't misread anything. HOWEVER – now that Verizon has you – just TRY to find this same info. You are blocked at every turn from getting back to this info screen. I spent hours “chatting” with the virtual agent and live agents (who were as useless as the virtual agent) – they had NO IDEA what I was talking about. Info from Verizon is plentiful when they want your money – once you have signed up, FORGET IT. I am so sorry I didn't stay with Comcast for my TV and internet. This aggravation isn't worth any money I might be saving – and I haven't even received my first bill yet – can't wait!!!
By: Snickford
May 22, 2009 @ 10:36 AM
How can this company continue to do business when there are repeated websites with massive complaints regarding all of their practices? I don't even have FIOS (won't touch it with a 10 foot pole). I only have their land line service and they can't even get that straight!
I deserve free telephone service for the rest of my life for what they put me through every month. Every month I have to call them and have them correct my bill. Every month they tell me it's fixed and every month, they overcharge me.
I laugh in their face whenever they call me with a Great Offer! They even offered me free internet for a year and I won't take it. It probably won't work and they will probably charge me for it.
It's time they paid the piper! There are way too many complaints with no resolution. Someone needs to bring this to a head, perhaps it's me.
It's time for a protest. Who's coming with me!!??!!
By: Gower
May 28, 2009 @ 5:17 PM
FiOS triple play is a total scam. I switched to it July 2008, being given a monthy rate of $69/mo – discounted due to poor prior Verizon service. After 4 months, with poor service, changed back to Cablevision triple play. It switched at the end of October 2008.
Bills kept arriving for internet and TV afterwards requiring monthly calls to “customer service.” After 5 months, a collection agency sent a letter demanding over $300 – although total payments including early termination fee exceeded $670 for the 4 months of service.
Now Verizon claims that cancellation of the “triple play” only cancels phone service – another call is needed to cancel internet and TV – even though the modems and set top box were taken by Verizon. To be extra sneaky, they changed account numbers after canceling the triple play.
Phone calls result in testy, nasty customer service reps here in NJ.
I suggest avoiding Verizon FiOS at all cost, unless you enjoy fighting with customer service!!!
By: mediaguypj
June 11, 2009 @ 7:35 AM
WOW I hate fios with a passion.
I have had the service since February, I switched from Cablevision. (Let me tell you they where no better).
Over the last 5 months I have had six outages at my home. One this morning that may have cost my girlfriend her job.
The internet went down and there was a message to call Verizon. I call to find out there is a billing issue. Mind you there is always a billing issue, however the bill is always paid in full on time.
Needless to say there was block put on my account, when I contacted billing they said the account was current and the block would take 4 hours to come off. I say I need it off now. I get hung up on. I call back, the fios internet tech support team tries to get the internet back up and working. But cant because I need to power-cycle the router. Mind you I am in my car driving to my office and have been on the phone with them for an hour now.
I ask the tech to try pinging the router or looking at the gateway. She has no clue what to do and hangs up.
I want to cancel their service. I have had it with Fios. There is no way I am paying $200 when they can't get their billing straight or tech support straight.
If there is a verizon class action suit let me know. I want in.
By: Richard Weinberg
June 11, 2009 @ 5:23 PM
Hello,
I have had major trouble with Verizon including wrong billing and never recieved a final bill and they did a charge off.
During that time I contacted the RI Public Utilities Commission and they contacted Verion's 'President's Office' and they went throught the bills and we agreed on the credits and a final balance. They said wait for a final bill and pay. Instead during this 'resolution period' they “charged off my account” and reported it the credit bureau. They were oblivious to that fact. No internal communication. Damages would include interest rate increases. I want them to fix their problem.
Today they said that they would show my account as paid but that could not reveres the aging that also impacts credit scores. I was applying for a home equity loan and that's how I learned about the charge off. In addition, the bank told me they have more complaints on reports from Verizon than anyone ele.
Please advise,
By: Stefanie
July 4, 2009 @ 11:20 AM
Does anyone know which HDTVs that FIOS is incompatible with? Thinking of buying one.
By: Sue
July 24, 2009 @ 8:32 PM
I recently cancelled because of poor service and communication. Their tech support was always awesome but the billing confusing. Any person you talk to is going to have a different story. Inevitably I always get “hmm, this looks confusing, something is wrong here, let me put you on hold.” Then they come back with a “solution,” assure you that everything is fixed, and then it usually isn't. They have brought me to tears on the phone.
By: Billie
August 14, 2009 @ 7:45 PM
We are having the same problems with billing and customer service, so I won't repeat. It is, however, my strong conviction that Verizon gets some financial benefit from starting you with a new number, as they tell everyone that they must change our telephone numbers with the new service. Not true, as many know, but many do not and are, therefore, scammed. There is definitely some reason for their desire to switch numbers.
Otherwise, the question is: what are the customers to do? I suggest we all contact our Congresspeople and complain; contact the state's Board of Public Utilities and Dept. of Consumer Advocates (if your state has one) and anything else that one can think of. Has ANYONE found a way to truly get Verizon's attention?
By: anne
September 21, 2009 @ 8:19 AM
Thank you everyone who has posted. I have heard there were many problems with Verizon. I was thinking about switching to save money, BUT I think I will wait to see if Verizon works outs all these problems. I hope people keep posting and also would like to see posts if things are getting better. Thank you
By: Janyte
September 22, 2009 @ 8:40 AM
We also tried the Triple Play with Verizon FIOS. While I was assured it would work with my TIVO it did not. I called support a number of times, I went online and tried their hook up suggestions, as well as landing on a site that gave other user suggestions. Never worked. So November 2008 I told them to take it out. They continued to bill me for 3 months, even after returning the equipment and sending them the UPS tracking info. Now it's in debt collector hands. I think their plan is that I will pay to make them go away – but that's almost $300 for services I did not use. I confirmed with Comcast the day I started using them (Nov.21, 2008). I could NOT have been using both phone companies. I honestly don't know how to get this finished, because they are reported to the credit bureaus (the reason they assume I'll pay, I guess) I will never use Verizon again for anything. When my wireless contract is up, I will be switching, even though I have no beef with my cell service. I just feel there is no excuse for battering the “little guys”.
By: Luke
October 31, 2009 @ 5:31 PM
I’ve had similar problems with Verizon. Bills are never what they were susposed to have been. Always more. When the contract time is up I will definitely go DTV only for TV, cancel Direct TV, and go to a different cell phone company. Verizon has a free upgrade now on internet speed and caller ID and call waiting on the phone package but I’m afraid to even take a chance on it, cause they will probably charge me extra and not cancel it for me at the end of the year contract without a hassel.
By: dgvet
November 14, 2009 @ 3:21 PM
Fios is better than Cablevision and Dish network by a far margin
I agree Fios is a force to be reckoned with and aside from the standard promotions that the normally offer for signing up they also allow me to refer a friend so 12 new customers can receive a $50 dollar Amex gift card that’s awesome, any takers?
Email me at dgvet@me.com its simple I add you to the Verizon shared network then you can refer your friends as well if they decide to get service.
[URL=http://www.speedtest.net][IMG]http://www.speedtest.net/result/622772603.png[/IMG][/URL]
By: Bess
January 24, 2010 @ 7:03 PM
Please reply to my email address. I would very much appreciate hearing your story. I have been dealing with a verizon nightmare since March 09 and when I think it can't get any worse, it by, some miracle does. Calling them is fruitless and writing to them is also a complete waste of time. It is a wonder people are not being institutionalized from their problems with dealing with Verizon…maybe they are. I sure feel like i am losing my marbles with each session. I have filed withFCC, and I have contacted corporpate affairs at Verizon. I would be interested in knowing how you resolved your problems with Verizon.
By: Ari
January 26, 2010 @ 3:19 PM
I have a business level FIOS internet account, but also have residential phone and television service. I somehow convinced them to bundle the business internet account with the residential phone/TV services.
When I first ordered the services, it took them maybe 2 months to actually come out to install it. I've never had problems with the billing, however, so I guess I got lucky. The menus for channel selection, however, are INCREDIBLY SLOW, sometimes almost to the point where I just shut the TV off and walk away.
The internet service is fantastic, very fast, and i've never had any problems with it. (knock on wood)
In an unrelated issue, a small business that I work for has verizon as their telephone provider, and they have three telephone lines from verizon. Two voice, one fax.
Back in May of 2009, the business received a $2000 phone bill for 24/7 phone calls that were “being made from our line”. I don't know about you guys, but I can't stay on the phone for 24 hours a day, 7 days a week, for an entire month. This issue was somewhat resolved in december. Let's just re-cap that…. After I personally called verizon every single business day from MAY of 2009 to DECEMBER of 2009, this issue was PARTLY resolved. The bills were up around $12,000 for phone calls that we never made. One of the billing department managers actually told the business owner that she had made the phone calls, and hung up on her.
The problem wound up being a phone switching problem on verizon's end, and they are still giving the business problems with the bills.
COMPLETELY UNACCEPTABLE if you ask me.
By: bchilt
January 26, 2010 @ 6:42 PM
Hi,
We have had the same issues as all of you. I was told that I would not have to pay installation fees, I could keep my number, and that we would have all HD channels ($115 package). Well, I had to pay an installation fee, they messed up the work order for my phone (I would have had to wait 2 weeks to keep my number), and we only got local HD channels.
When they came out to do the installation, their work order did not have us as HD. Futhermore, the phone did not work for the first few days. We called Verizon numerous times and complained. Customer Service was not easy to deal with but we finally got VERBAL promises of credits and apologees from supervisors.
Well, a Verizon Customer Service door-to-door person came by to see how we were liking our service. My wife told him what had happened and he called to verify that everything was set up (the credits). Two things, no credits and a VERY unprofessional service rep began to talk down to him (he was on speaker phone) and basically said there was nothing in Verizon's notes.
At this point, we decided to cancel. This was about a month and half after INITIATING installatin and service. Now, we too, are being hit with the $179 ETF.
BUT, WE'RE FIGHTING IT. I have contacted a lawyer. We have filed a complaint with the BBB. We are filing a complaint with the State Attorney General. I am researching on the internet and gathering information as to what more we can do.
Make sure you document everything.
By: bollocks2all
March 16, 2010 @ 8:06 PM
I would love to elaborate on the COUNTLESS issues and lost business I have endured since switching to FiOS. It started with being harrassed by the outside installers, followed by TV, telephone, call-waiting, caller-id, voicemail, fax, email, security suite and billing issues. It has been 6 mos and most issues continue. Telephone contacts with few exceptions have been pleasant for most part however, the issues just never seems to get resolved. I am exhausted by it but like many who have commented I do not have many options in my area.
I would like to know who has experienced problems with the following issues in particular:
1_ HD TV pixelations and tiling issues? Our TV ($3000 Samsumg) is now damaged and I have been told by a Verizon employee there is a known issue and he went on to say in so many words that Samsung and Verizon are having a pissing match over whose fault it is but in the mean time, he disconnected our HDMI cable and replaced it with a 5-wire connection… well, the pixelations and tiling continue and as I said, our TV may be damaged at this point. If it is known to Verizon they should disclose this apparent “problem with Samsung HD” and permit the customer to decide if they want to risk the health of their TV before installing FiOS.
2_ Call-waiting making an incredible sound – similar to what a telephone makes when the building is hit by an electrical storm and the power flickers causing the phones to react, with a pause that is approx 3 -4 times longer than normal, while the person on the other end believes they have been disconnected? Has anyone had this problem?
3_ If you have domain email, have you had problems with intermittently not receiving your email? There is not apparent pattern to this but it definitely happens. If you can believe it, after speaking with someone in escalations about this problem, I received and email (gutsy on their part given the issue has to do with not receiving emails) from a tech who I quote requested I send him the emails I did not receive. Now, if anyone out there can explain how one would send something they don't have, I would be interested in knowing how to do this.
4_Triple-play pricing not as quoted *AND* on top of the purported Triple-play covering voice/voicemail/call-waiting/ID/Unlimited Local and Long Dx (and the list goes on…), they have added additional fees for “custo-pak” such that my total bill is nearly $200/month more than the original Triple-play quote – plus there is more – the 24 mos agreement is not really a 24 mos agreement! The rep yesterday said that is wording legal came up with but FiOS Internet is 12 mos, TV is 24 mos, and this “custo-pak” is 36 mos AND EACH HAS IT OWN ETFS or $175m $125 and $250 respectively. And of course, as all of you have expressed, the lost channels, upload/download speeds not consistent and the customer service.
At this point in time, they are sending a Tech to check things out (the third follow-up since install). I was told (threatened you may say) that if they do not see the problems I am having – b/c the most recent agent said the last tech said there were no problems when he left (see below about this), the onus is on me to pay my bill and there will not be any credit given even if incorrect in terms of billed amounts and tough-stuff w/r/t the 12 mos/24mos/36mos agreement they claim they have with me..
I am seriously in search of a good Class Action Attorney. *When the last tech left he had been on phone with his “inside guys” and they told him about the call-waiting issue being a known problem, the Samsumg TV issue being a known problem and domain-name email is just plain always problematic (even though that was not the case when it was just Verizon DSL). But to make this case credible for a Class Action Attorney group to even review it, I need to know of others' experiences recently. We really need to join forces because Verizon is a giant.
By: Oy' vey
June 3, 2010 @ 11:09 AM
*** This all sounds too familiar… I just got off the phone with Verizon myself…
Every month we have billing issues. This Month they tacked on the Internet fees in addition to our Triple-play bundle fee… so we were billed twice for internet services; once again after 30 min on hold and a 30+ min conversation with customer service they are correcting this. Just looking forward to what errors I will find next month in the bill…
Meanwhile the phone (also fios) is not currently working. They seem to think its my home wiring but I ask, why would that effect my voicemail… currently when you call after one ring you hear a beep, and thats when the Voicemail starts recording; no message just ring, beeeep…. this happened before and it miraculously fixed itself. So once again I need a tech onsite.
In nearly 3 years now, I have had to have my DVRs replaced, the router replaced, techs onsite 3 or 4 times…
But I have to admit they provide the best product, maybe not the best customer service, but the Internet service is fantastic as is the Fios TV.
By: Disappointed
June 18, 2010 @ 7:01 PM
What a nightmare. Customer Service is terrible. We've been without fios tv and internet for over a week. We've been begging for someone to come out and fix the problem. We've been renting videos in order to pacify the kids.
We get the run around day in and day out. FIOS may have more channels to offer but when it comes to customer satisfaction they stink. I had optimum on line b/4 and they have 24 hours technical service. Planning on going back to optimun no matter what the cost.
By: Ron Hon
June 25, 2010 @ 2:10 AM
Called Customer service daily for month. I was sold a service, than the service and price changed. I suggest avoiding Verizon at all cost, unless you enjoy fighting with customer service!!!
By: scott
June 26, 2010 @ 3:26 AM
I lost my cable line up after switching to a new TiVo. It has been 2 weeks of calling, service techs coming on site before they realized that it was an internal issue not the Cable Cards or Tivo. They put an order through to correct the package I was getting but guess what? Some channels came back but even more disappeared. I called about that and the rep told me that I had to upgrade to get my basic channels! Now I cant even reach them. I got an email saying they had tried to call me (home and cell) but could not so please call them M to F, 8 to 5. Guess what? Lies. I check my missed calls and nothing. I loved the service when I had it but it looks like I have to go back to Comcast.
By: Diane
June 29, 2010 @ 5:47 PM
This company is awful and they don't even care what you think.
By: Guest
July 7, 2010 @ 5:06 PM
Verizon – Early Termination Fee – RIP OFF ALERT – DO NOT GET ANY VERIZON SERVICES – This is a common man/woman's nightmare –> they have a complex system that makes you go in circles. In the end it is not American. Customer Support is a joke and so is the limited Technical Support. We tried to pay off to make them go away and they still had to suck the "Pay by Phone" fees of $3.50. We have now paid over $200 not to mention the "mistake" that was made on their part due to "accounting" issues. We are not sure how they get the BBB accreditation. BUYER BE WARE – PLEASE DO NOT USE VERIZON SERVICES
By: sue m
July 21, 2010 @ 9:43 PM
I have been being ripped of from Verizon for years at the tune of over 450.00 a year!! By 3rd party billings Verzion was questioned monthly for 2 years about the high bills i was getting, the charges were explanied to me as 411 calls. and voice services. But they wer not!! They were for Travel Pal and some other calling service. Now going back on my bills I have found yet a thrid company!! Just so you know the FCC and FTC explained to me fiso is a 3rd party biller as well…..it took 50 questions to get them to admit to it!! PART 1
By: sue m
July 21, 2010 @ 9:44 PM
PART 2……They company that handels fios is in NV. I was told by the FCC and FTC that I need to change my number I have had for 12 years and to watch my bills….so they just put the blame on me for being scammed. I was told that I am being billed for a man named Mel Perry from Carson City, NV????? What!! I live in Md and have not a clue who the heck that is! We as consumers need to fight for our rights, I have been ripped off hundreds maybe even thousands (still checking) by Verison and fios and their 3rd party billers! I never signed up or approved a thing on my phone bill! I had a freeze on my line a long time but you also (like we should know this) need to ask for a 3rd party block on our lines. I have contacted the media as well people need to know! Class Action I am IN!