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I rarely write reviews, especially negative ones, because I understand that things happen and no one person controls the entire process. However, after being a loyal Verizon customer for over 7 years, I feel compelled to share my recent experience—which has been nothing short of infuriating.
Over the last 2.5 weeks, I’ve spent more than 7 hours on the phone with Verizon—mostly on hold—simply trying to get my Wi-Fi service connected at our new home. What should have been a straightforward process has turned into a time-consuming, frustrating ordeal with zero accountability and virtually no follow-through.
Here’s what happened:
My first call took about 3 hours and ended with a scheduled installation appointment. My fiancé stayed home to be there—no one showed up, and there was no explanation.
As such, I called again (another 2.5 hours) only to be told the technician had the wrong address—an error Verizon made—not us. Even though we had provided two working phone numbers in case of questions, no one called to clarify or update us.
We rescheduled for the next morning. My fiancé stayed home another day—and again, no one came.
I made a third call (~1 hour all-together) and was told the next available appointment wasn’t until the following week. I was also told we’d be compensated for the inconvenience and lost PTO, but the call ended before any details were shared on the specifics. I am waiting on hold, again, to try to get clarity.
This entire situation has been incredibly disappointing. It’s not just about the delay—it’s about the complete lack of communication and respect for our time. My fiancé and I have both sacrificed a significant amount of our time and energy to coordinate this installation, and still don’t have internet service.
After years of being a loyal customer, I am seriously considering switching providers. At this point, it’s hard to recommend Verizon to anyone.
Hi HannahRayRayRay, Your issue has been escalated to a Verizon agent. Please check your Private Messenger Inbox for a message from a Verizon Support agent. You can find your Inbox by clicking on the envelope icon next to your avatar at the top right corner of this page. Response times may vary. Please continue to check your Inbox for a reply from a Verizon agent. Please direct all correspondence concerning your issue to the agents who will be assisting you privately. Thank you.
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