Verizon, I need help with a permanent solution.
I’ve been a Fios customer for over a decade. When my Gigabit service works, it works great. I get over 900 Mbps upload and download, and it's rock solid.
But the problem is that every few months, sometimes as soon as one month later, my download speed drops to under 200 Mbps. Upload speeds usually stay higher, around 400 to 600 Mbps, but still inconsistent. This has been happening regularly for over 10 years.
What Happens Every Time:
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My speeds drop. Downloads get slow, streaming struggles, and I notice it during work.
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I call support and spend hours each day trying to get help.
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A tech is scheduled, but they show up without any tools to test fiber signal quality. No diagnostics gear, just a van full of replacement routers, ONTs, and Ethernet cables.
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I explain the situation. The tech is friendly but can’t actually test or fix the problem. They usually report it up the chain, but the case gets closed with a generic “no problem found” or “working as intended” note.
Eventually, after pushing for days, I reach someone who understands the problem. Every time, the real fix is in the central office. The PON card needs to be rebalanced, reset, or swapped. Once that happens, my service goes right back to full speed.
But I always have to fight to get to that step.
Impact to My Work and Life:
I work in high-end video surveillance and do live demonstrations of 64-stream video systems to government contractors over Teams. When Fios is working, it's flawless. When it drops to 200 Mbps, I have issues, and my clients think my product is the problem.
The hours I’ve spent chasing support, waiting for missed technician appointments, and trying to prove something is wrong adds up to lost income and frustration.
Most homes might not notice slower speeds because they just stream Netflix or browse social media. But I do notice. I rely on full Gigabit speeds for my work.
Latest Example:
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On July 1, 2025, this same issue happened. It took days of calls and follow-ups before someone at Verizon finally got it fixed.
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Now it’s September 19 and the problem is back again.
What I Need:
I need someone at Verizon to open a ticket that reflects the bigger issue. This is not a new problem. I’m tired of repeating the same story over and over every time this happens.
Please look into this and get me in contact with someone who can investigate why this keeps happening. There has to be a long-term solution. I shouldn't have to wait for my service to degrade and go through this process every few months.
Thank you for your help.
Longtime Verizon Fios subscriber
