I scheduled an appointment weeks in advance for last Wednesday 28th January, to switch service from my Verizon Fios in New York City to now Westchester County.
On Wednesday, the Verizon tech showed up (at new address) to setup the internet but told me that he could not set it up because the junction box was blocked by ice from the snow storm. He told me he would report it to his area manager about the issue as only that area manager could call sub-contractors to remove the snow. He even showed me a picture of the issue.
After he left, I contacted Verizon customer service asking for an update / next steps or help on what I can do to get service. The person on the line was completely unhelpful, basically said that there was nothing he could do - could not connect me with local team, could not re-schedule an appointment, no solutions at all. He told me just to wait, with no timeline and said it could be either a few days or even an unknown future date and he could not say when I would get a reply, if ever. I asked to escalate and speak to a manager and then I texted Verizon SMS service when they asked me (assume to be an automated survery) for feedback.
Later Wednesday night I got a call from a "Dave", who was supposedly a manager, he told me he would contact the local area manager (to call another sub-contractor to remove the ice) and re-schedule an appointment to make sure they can set up service for Friday. He told me if I did not hear from him then we should be all set for Friday. I half jokingly volunteer to even go to the junction box and help melt/de-frost the ice with a bucket of hot water / shovel. Perhaps I don't appreciate how bad the situation is but am really surprised a company of almost 100,000 employees cannot seem to solve an iced up junction box.
Waited through Thursday. Fast forward Friday 9am. Another Verizon tech shows up, same issue, says it is still covered in snow and he cannot do anything. I explained to him and gave him the whole story. He said they report to the same manager who would appear to have not done anything over the last 2 days. No sub-contractors were called and no issue was escalated. I confirmed that the area manager was the same person covering Harrison New York, in Westchester county.
Friday goes by, nothing is done. No calls, no notifications, nothing.
Saturday goes by, no updates, no reschedule of service, nothing.
Sunday goes by, no updates, no news, nothing.
Monday morning goes by, no updates, no news, no calls, nothing.
I call Verizon to cancel my service as I have really had it with their service at this point. The person on the phone explains to me that since I've already begun my service at my previous address in New York City, I would have to pay for full month of service with no pro-rated refunds for lack of service at new address. I tell him I'd like to cancel. He said if I cancel I still won't get refund, I understand but just want some kind of satisfaction to say that I am no longer a Verizon customer. My plan is to cancel Verizon Fios then at some point, once I can confirm and swap over to Optimum - cancel my Verizon wireless service as well and leave this poor company altogether. Bear in mind, I've been a 2 year subscribing customer to Verizon paying upwards of $200 a month for both services for over 2 years.
My only 2 choices are Optimum and Verizon Fios in Harrison. I realize that Optimum could potentially come on Wednesday 4 February and face the same issue. My wife decides to call Verizon to try and schedule another Verizon Fios setup as a backup option. We speak to another Verizon customer service/sales agent - appointment re-schedule for Tuesday at 10am. Fingers crossed but am quite doubtful that Verizon will be able to do anything.
I am quite upset with their entire customer service experience and just lack of interest in helping. Interestingly enough, they have 0 avenues for genuine feedback about their terrible service. Found this forum and will post here, but will continue trial and error'ing emailing all their corporate teams until I find someone who will furnish a sensible reply.
