After being a loyal customer for 4+ years we came home two weeks ago to limited channels, fuzzy picture on what channels we did have, and very slow internet/wifi. We tried troubleshooting by following directions through the FIOS website, then decided to contact a representative. After about 5-7 minutes we were connected to a real person. After being placed on hold several times, failure to fix the problem, the rep took my phone number "just in case we get disconnected". I was very calm throughout the process as I understood that it may have been something more. Shortly after a failed attempt we were disconnected with the rep... 15 minutes, 30 minutes, 1 hour, time continues to pass with no response. I decide to wait until the next day to call back. I call back and am connected with another rep after 10 minutes or so. The rep is looking into my problem and researching who the rep was that never called me back... this is where it gets absolutely pathetic. The "customer service" rep has me back and forth on hold waiting to be connected to a "specialist" as he is unable to resolve the issue. The hold times start at 10 minutes, jump to 20-30 minutes after brief check ins. At about the 1 hour 15 minute mark I am told I am being transferred to the so called specialist... 45 minutes go by and then another hour and still nothing. I was in the middle of packing for a vacation so I really was just staying on the line to see how long this terrible, horrible, no good, very bad "service" would continue. Total time wasted over a simple issue = 3+ hours. To top it all off, I call days later to cancel our service and disconnect. The cancellation rep says to me, "Oh let me guess, you are switching to another provider because they offered a cheaper rate? Or do you want free channels?" I wanted to hang up before finishing the conversation. Overall, the worst customer service experience I have had in my life. I will never recommend Verizon FIOS to anyone and will continue to inform any of my clients, co-workers, family and friends to stay away.
