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Very unstable internet and down currently

Fios has been good so far but I have been having recurring issue with it for the past 10 days. It has been down on number of occasions and the outage map always shows there is no outage. But when I go check “fix connection issue” option it always says there is an outage and now it says there is an outage and will be fixed by 5/17 2:35PM and the current time is 5/18 12:30AM ET. I live in Herndon VA.

very confusing app and it does not give proper status and now totally invalid status. I guess it is time to switch. I hope at least someone would respond back to this post.

Comments

Cang_Household

Good evening, proper outages typically do not only affect one or two customers. If you were to ask around, does your neighbor who are also subscribed to Fios encounters the same issue?

RestonSB

Im in North Reston and have not had usable internet for two days. There are multiple tickets open and it shows an outage when i login. Unfortunately, the time to repair keeps getting pushed back with no information on the main ticket (the one that automatically comes up). Verizon has not bothered to update my ticket, which had a committed repair time of 7pm yesterday (tech confirmed it’s not my equipment). Besides no internet, my Fios TV is working, but not for VOD, search or functions. I wish Verizon would provide more information and updates as it’s very frustrating and feels like the issue is not getting the attention it needs. Ps - outside of this community, the outage is being discussed on social media and other forums.

Daisy1964

@Cang_Household
You sound just like Verizon customer service. Yes. It is a proper outage in Herndon/Franklin Farm area. We haven’t had the promised 1 G high speed service since first offered & going thru multiple outages. This weekend outage exactly as described. No internet all weekend & date to resolve pushed out again to noon today. I opened an FCC ticket against Verizon. Enough is enough. Well, there are federal regulations about advertising internet services & not delivering.

HerndonSulz

@Cang_Household
Thank You for your wonderful suggestion. But all of that is taken care of. In fact, I had a 2+ hour conversation with verizon agent on Saturday sharing videos of all the connections from verizon box to otn to router and there was no information from them on outage. They created a ticket for technician visit in the morning for a future date and the ticket got closed automatically the very same night with no resolution and with no technician visit.

A call again this morning gave a new information that there is an outage and your account is not linked to it. I understand issue happens and as long as the users are informed of the right information everyone understands. But here, more than the outage how information is shared both via their portals and via their agents is highly misleading which Verizon should address.

Look at the time in both the attachments. How do you want the customer to understand this?

HerndonSulz

@RestonSB
You are right. They gave me a ticket number and the resolution date keeps getting pushed. Did the issue get resolve for you?

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