Since the fiber from the street to my house was replaced last summer my FIOS service has become very unstable. Every time it would rain my service would become unstable with internet access being interrupted at least a dozen times over the last weekend. I wrote a short program to monitor the status of the access and it created a time stamped log which clearly showed that internet access was being lost for periods of time ranging from 10 seconds to 2 minutes. Literally I was unable to watch television without having the program interrupted by an outage.
The technician arrived and I showed him the output (since intermittent problems are the hardest to diagnose) and he said let's take a look. He looked at the terminal in the street and on the side of my house and then looked at my inside equipment. He informed me that his work order indicated that he needed to upgrade the ONT and that would likely solve the problem. He proceeded to remove the old equipment, I installed a piece of plywood on the basement wall to make it easy to hang the new equipment and he then installed the new equipment.
I then received an email showing the $99 technician premise visit fee...I was never informed of this fee when I placed the service call, nor in the text messages leading up to the visit. The technician never said anything about a fee either. First charging a fee when there is clearly a problem is unconscionable. I can see charging a fee for an unnecessary visit but I was clearly having serious problems with my service. I pay more than $1,200 a year for internet service and should not have to pay to have it repaired when it is clearly the service providers fault.
