Customer Support Chat

user318557

After being online for over 2 hours to get a list of channels, I told the customer service agent, who, instead of solving the problem, tried to sell me a higher-level plan. When I refused, they disappeared from the chat while keeping the chat active. Its been 25 minutes since the last message on an active chat.

Apr 07 01:07 AM
Hello?
Apr 07 01:13 AM
are you there?
Apr 07 01:14 AM
hello?
Apr 07 01:17 AM
hello?
Apr 07 01:22 AM
hello?

It is now 1:36 AM.

After 8 years with Fios, regardless of cost, I have decided to drop Fios TV and go to YouTube TV, even though I will be spending more by not having a bundled service. Can't deal with bad customer service and being online for 2 1/2 hours (and counting) with a simple question.

Goodbye Fios TV!

user318557

I contacted the support chat. Asked a simple question - due to a change in plan for the internet, I lost a few channels (after being told that the channel lineup would not change).

So, I contacted Chat support. I was bounced from Technical support (after some discussion) to a "Dedicated" team. A few more questions later, again to "Technical Team," then a few questions later back to "Dedicated Team." And every time it transfers an agent, I need to reauthenticate with a PIN. In the same chat! Why is the support system design so bad?

Have been online for an hour - all I asked was for a list of channels I lost. Still no response.