I recently became a Verizon Fios customer and am already disappointed. I went with Fios because another internet company was going to charge me activation fees that they did not originally tell me about. When I spoke to the Verizon Fios agent, I was happy to hear that I could do self install and not pay an activation fee. She told me that I would be mailed the equipment needed but that she would schedule an appointment 5 days later in case I was unable to set it up. I asked her how that appointment would be canceled and she said that once I did the self install that the appointment would already be canceled and I would owe nothing. She reassured me after the order was placed that this was the plan and that I would not be charged the $90 unless the technician had to come out. Well 4 days passed and I did not receive my equipment. I called back customer service and spoke to an agent who said i had an appointment the next day and that the technician would bring the equipent. I told her that I was told that I would be doing self install and she said that "there is no record of that conversation." I said that I was told I wouldn't have to pay an activation fee if I did self install and then she told me that I would have to pay an activation fee "regardless." This agent offered no help with the activation fee although the other company I was going with first was ultimately willing to do this. I decided to cancel that company because I thought Verizon was better at customer service. Lesson learned.
