Worst Customer Service experience ever.

[Hari2]

I have been trying to contact the customer service for the last two days.  The website says 24/7 but it is a total lie.  I waited on the line for more than 40 minutes on both these days.  Cannot reach a human.  Very very frustrating. 

I recently changed to Verizon from Timewarner.  That is the biggest mistake.  Its just been two months now.  First of all the wireless router/modem provided by Verizon is pathetic.  Wireless connection is very very slow and it is a shock to me.  My internet TV is not even able to stream for more than 10 minutes.  I had no such problems when I had Timewarner.  This is true and not a lie. 

The only reason I shifted to Verizon, I added cable service and read that cable clarity is good in Verizon.  But enough is enough.  I cannot bear this non sense anymore. 

Worthless Router/modem.

Worthless customer service.

When I want to order a new connection, a customer service agent speaks to me right away.  But when we want to talk to someone on technical support, no one even picks the phone. 

Now someone please tell me what is the procedure to disconnect from VERIZON. 

[somegirl]

1. Verizon definitely has 24/7 tech support. What number are you calling? What options are you selecting? The robo lady can only send you where you tell her you want to go, and "Customer Service" is not the same department as "Technical Support" - Also, there's a chat and/or email option if the phone wait time is too long. (See Verizon's Contact Us page for details)

2. Have you tried changing the channel on your router? Removing sources of interference? Both of these things can do a great deal to improve your wireless speed.

[Hari2]

I dont remember the exact path I am following while making the call, but as and when it is asking to provide inputs I am doing so.  Several times during the call, the robo lady says, "Please wait and we will connect you to a representative" but again after few seconds she says, "all of them are busy".  She then starts asking me thousand quesitons.  Chat is not 24/7. 

I havent tried changing the channel on the router.  I will try that. 

Thanks for your time and suggestion. 

[Hubrisnxs]

A lot of Verizon users do exactly what you want to do and do so flawlessly, so you may have something simple like wireless interference.   Changing channels is exactly what you want to do as somegirl pointed out, so you you can do that in the router.   open a browser, and go to http://192.168.1.1

user name is admin.  and the password is most likely the serial number found on the service tag of your VZ router unless you changed it. Once you login succesfully, go to the top and hit wireless, then on the left basic security.   then go to option 3 which is channel  1, 6 and 11 and are the only channels you should try.

So it will likely be set to auto, change it to 11 and put the check for keep settings even after reboot (Directly under the channel) and then hit apply.  after you hit apply,  test your connection out, if you notice a difference, leave it like that until the problem happens again, and if it happens again, go back into the router, and try channel 6,     test it out.  and then finally 1 if the first two don't work.

Also take a look at page 2 of Actiontec's Wireless PDF File.  It gives you some idea's with regards to position and orientation of where the router sits and how it can best be positioned for maximum coverage.

Alternatively if you have a 2nd wireless router that worked well before, then go ahead and connect it to the network. Here is an excellect walk through for that. 

If you want to disconnect instead then you just call them at 800 VERIZON and use the menu system to choose disconnnect service.   You will be sent boxes to return the cable boxes and to return the router.   I think you're problems are fixable though, but if you are over it, then you can call to disconnect.   Any UPS will take the return equipment.   They do not send a technician to pick up equipment, and the Verizon ONT and BBU (fiber terminal and battery back up unit) will both stay in place. 

[Hari2]

Thanks, will try both the methods and let you know

[smith6612]

The router provided to you can be made better with a small amount of work. If you log into the router at http://192.168.1.1/ with the Username of admin , and the password being your router's Serial Number (found on the bottom sticker of the router, this is Case Sensitive!), you can change the wireless settings. It's a good idea to disable Wireless Auto Scanning, if the Verizon Router supports that and to lock the channel to Channel 1, 6, or 11. Make sure to check the option on the page to keep the channel setting on reboots. Additionally, switch the Wireless to use WPA2-PSK AES instead of using the default WEP mode, as it is not only more secure, it is better suited to handle higher speeds. Just be sure that your devices support this mode. Lastly, in the Advanced Wireless Settings there's an option to lock the router to use B/G Mode. Set it to use only Wireless G mode. Doing this should speed up the wireless a large amount. Just keep in mind, it isn't a Wireless N router (even the Rev. F routers, if you got one are not N) so if you had an N router previously while you were connected to Time Warner's Network, that might also explain it. Your old router can be hung off of the provided ActionTec/Westell if  needed.

As for the customer support, I suppose I can't help you there 😞 It was a lot better (in my honest opinion from observations) back when FiOS first came out. FiOS is great for the service it provides, the support just happens to be lacking in areas as you've found out.

EDIT: Looks like others beat me to the answer. Page didn't even finish loading completely when I finished reading your post 😕

[PJs7]

Been there done that. If you have to contact them for tech support via the phone, put your bluetooth/speakerphone on. You ARE going to wait. And no, they won't pay for ppl with knowledge, so all have to read from the script (they barely pay enough to get ppl that can read!). Verizon is and has been notoriuos for "get em signed up, then leave em hangin." They aren't concerned with it either, has been like that forever and they make no-zero-nada effort to improve it. That is why you are here, best chance of getting real help. 

I could never figure how they justify bringing a digital signal up to your house, downgrading it to an analog signal, then tell you if the digital signal is what you want, you have to pay extra for it, every month? what we get for letting communication company's become like the monopolies of old?

rant done... patience is a virtue. Good luck

[brodriv]

Thanks, PJ. Agree 100%. My issues were only resolved after I learned that my colleague's husband works for verizon. He came to our rescue, fought with other verizon reps on our behalf, and it only took him 2.5 hours of debating with them on the phone and being transferred to a dozen different people. But at least he got somewhere and 12 hours later, we FINALLY had service. These monopolies are no joke.

[Ericsegg1]

No way to report a downed Wire
The worst, worst, worst, customer service experience of my life.

I am trying to stop children from playing with a downed wire fallen from a telephone pole. I know it is a Verizon cable (it goes to the Verizon box in my basement). 

No way to get a human being on the phone, multiple rude customer service reps, multiple transfers to wrong departments.

Unbelievable really.

[AnnieS1]

Hi Ericsegg,

Please go to your profile page for the forum by clicking on your name, and look down the middle towards the bottom where you will find an area titled "My Private Support Cases".

There you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions.

Regards,

AnnieS

[watice]

I've had the opposite experience. During Hurricane Sandy, in NYC, I was able to report a downed FIOS line within a few minutes. Actually had a trouble ticket # before the entire line burned off (or was chopped off by the fire department). I guess experiences vary widely.

[Anthony_VZ]

Ericsegg

Since we haven't heard back from you as requested in your private support case, it appears you no longer need assistance. Please make a post anytime you need assistance.

[beammeupscotty1]

I totally agree! I'm just trying to disconnect my service. After about 6 trys, screw them. Spent from 6:12 this Sat. (Easter weekend 4/19/14) during what I thought would be a slow call in time (people out shopping, cooking for Easter, having dinner.... whatever.) trying to get all 3 service disconnected for 6th day to NO avail. That means I could spend another 5 1/2 or more (oh, JOY!)) hours of my life (listening to scratchy nerve jangling music) just trying to get free of the ridiculous cost of $160.00 per mo.. According to the second human (who put me on hold for a good 40 minutes) my request to discount was noted on March 25th.. It is now the 19th of April and I can't get to what must be the ONLY human on earth to get this straigtened out. Tonight I used my cell, my PC which has been hooked up to Comcast since April 19th) and my home phone to try to get the real person who would disconnect my tonight. Laugh if you want, I was closer to tears, but after accidently cutting off one long on "hold" call and trying again, I went to the grocery store with that horrible scratchy recording playing on my cell in my purse. Sometime after 9:30 pm at the store, the call was either dropped or the last human standing at Verizon picked up. I just want out and to be cut OFF Verizon. I hope someone reads this and decides to contact me from this company that should be paying US, "the valued customer(s)" to put up with the nonsense and total lack of decent comunnication systems. I won't even go into how ridiculous it has been to try to save 473 email contacts and how many phone calls just that time alone has cost me. So, here you have it..............my bill which now is in excess $704.90 will not be paid unless I hear from you this coming week. The charges of $167.46 that were added on April 10th were not going to be paid by me anyway. The pro-rated charges from March 25th on (roughly $80.00)......................those are scrapped, too. The remaining balance of approx. $457.44..........................well you better just catch me quick, this coming week, or those are getting chalked up to my lost time and wages due to the fact that the human element is totally missing at Verizon. According to you, I must place the disconnect order by phone, not computer or via robot. Will I miss you Verizon? When pigs fly. Beam me up Scotty. (Oh, and let's deduct from whatever bill you may want to send me the time it took to type up this vent at your outrageous joke of any really viable customer service.) Bye now!                         PS-Those great rates that you offer new customers, they should be coming to your older had it up to here peeps like me that would sooner cut of their dominate hand than make one more phone call to customer service. Please pass this on to whomever is getting the millions for running this pitiful excuse of a company. If you think I'm an exception.......................just keep reading some of your other customers problems on this forum.

[KaLin]

Your issue has been escalated to a Verizon agent. Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board. you will find a link to the private board where you and the agent may exchange information.

To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. Please keep all correspondence regarding your issue in the private support portal.

[Verizon_Support]

We did not hear back from you on your Private Support case. We hope you were able to find resolution to your issue.

If you require further assistance, feel free to make a new post, and we can be sure to look into your issue. As always, we're available for support around the clock.

Thanks,
Mitchell

[DonewVerizon]

WORST CUSTOMER SERIVCE EVER!!

Just finished with Verizon's "Elite" service or "customer retention"

Believe me, they need work if they expect to retain any customers.

The guy repeated a script about 30 times, and when he re-capped our conversation, he misrepresented what I had said.

In short, it took over 30 minutes to do a disconnect, and the only thing he offered was the same $30 billing discount for 12 months, that would have just brought the price down to what they origianlly promised, over the phone, 6 phone calls ago.

Even when I told him I didn't want the discount, he proceeded to offer it to me 3 or 4 more times, always accompanied by a recitation of how Verizon had the best service in the country, blah, blah ,blah. Really obnoxious.

The worst---  refused to bill me what was promised.

[memomemovic]

Totally agree. I'm actually trying to add service and for three days I've been calling and i'm on hold as I'm typing this. On hold for 50 minutes now. 

And I'm trying to add service here!!! Crazy. 

[nick1010]

Sheesh!  I'd like to vent on the forum ... but don't know how.  When I tried to to reply with the one button, left bottom, I got a message that i couldn't reply.  so I hit the reply on the other side and here I am.  Not only does their cusomer service suck, so do their web pages.  I could go on forever.  BUT ... when my service is good, it's very good.  But when it's bad, your outta luck.

[MrMatthew1]

Locking this old thread.