So, today I decide to upgrade one of my FiOS TV boxes. I go to the Fio store and lo and behold you can't do it without calling customer service. So I call customer service it says it's an hour wait time and I'll call me back. Guess what three hours later you finally call back. That individuals unable to upgrade my cable box. So I get transferred to another person who is on able to do it. Finally six hours later we've got the upgraded cable box coming to my house!! Your service sucks
These forums are peer to peer.
For what its worth, yesterday customer service was overwhelmed because most people's Email had failed and they were calling in.