Our Fios internet in Clifton NJ went down on Friday night when a storm knocked the power out. Power was restored within an hour or two. Fios remained down.
I reported it on Saturday morning. I was told an engineer would come out on Sunday to fix it. Then I was told there was a wider network problem, so the engineer was being cancelled and they said the network would be fixed by early Sunday afternoon. That time scale then changed to Sunday night, then 4am on Monday, then 4.45pm on Monday. Meanwhile the Fios support page on your website continues to say there are no problems with the network in my area. Only by hunting through several links and support pages and status updates can I find the truth of the situation.
Two and a half days after the outage began, Verizon trucks finally appeared on my street on Monday afternoon - 6 or 7 of them. At least 3 just sat outside my house with engines idling for an hour or more, then drove off. Three trucks are still here as I type but now we are told (or rather we looked up the hidden info on your website, the problem won't be fixed until 12.45 pm Tuesday. I'll believe that when I see it, since every other estimated deadline over the past three days has been missed.
This duration of disruption is unacceptable in 2024. I feel like I have traveled through time back to the 1980s when internet companies could get away with such service. I work from home, have no office that I can go to and this has been a major disruption.
4 days (and counting) to get an internet connection repaired, when a major power outage that happened at the same time was resolved within an hour or so, is outrageously bad service.
I would like an explanation for why in this day and age it takes 4 days (and counting) to fix an internet connection. And why at every step I have had to find out the latest information for myself by searching the hidden depths of your support section on your website and spending long periods on the phone to your staff who were empathic and pleasant to deal with but were unable to actually help in any substantial way.
I also await your offer of compensation for the downtime and the disruption to my wife's and my work day(s).
I am inthe Lakeview section and have been down since yesterday morning. In the last 24 hours I have had an identical experience to yours.
Have they mentioned that you are using your data to chat with technicians on this website because unlimited talk and text are down too?
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