First, Verizon is so insulated that it is nearly impossible to complain/discuss an issue: The visual chat is ridiculous and ineffective; the option to have a call back does not work; it says sorry; calling Verizon is impossible after waiting on hold and then having to answer questions from a robo-operator; importantly, Verizon does not provide any email addresses for any issue.
In is mandatory that in time long use consumers must change to newer boxes. The sales department and the installation department fail to tell the consumer that this takes hours. The actual installation of three new boxes took 4+ hours. They also fail to mention that everything in your home must be reprogrammed for Wi-Fi. The technician assured me that everything is set up and I would have no trouble connecting to the internet. Wrong!! My computer, iPad, etc. would not accept the new password. The reprogramming of my printer took several exhausting hours.
Now that everything is set up, all should be well. NOT. The router cuts off and on. The new remotes are so small that one cannot read the numbers. The remote does not provide any clue to find help. All the channels have been scrambled and I cannot find my usual channels that I was assured would be available. The TV's shut down and then I must reboot them.
And then there is the problem of returning the old boxes. I never received a box to make returns . With three large boxes and a router this should be quite heavy to mail.
The bottom line is that for the exorbitant monthly fee I should be provided with instant customer service, fail-proof installation, and equipment that is user friendly.
j. Kopp
Hi Ashcan, 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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