At My Wits End

As a frustrated FIOS customer who signed up in January (Philadelphia suburbs), I am at my wits end with regard to several outstanding support issues related to my TV service. I have both TV and Internet, but have issues are only with TV. I do not want to rehash the current technical iussues on this forum, but rather am asking the group for a direct contact within Verizon to address them once and for all. If not, then its again time to drop the service and go back to Comcast. Although Comcast has a lower price point, the FIOS product is superior with regard to picture quality, and internet speeds. However, I am sick and tired of the tier-1 and 2 support that simply can not address technical issues, do not call back when they say they will, and refuse to escalate. I'm very frustrated with the customer service at Verizon and simply want to talk to a decision-maker that has the ability to actually understand whats happening. Any  thoughts? 

1 Reply
Contributor - Level 1

Hi Jim_K,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and scroll down the page to an area titled "My Support Cases". You can reach your profile page by clicking on your name located above your post, or at the top right of this page.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. 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. To ensure you know when they have responded to you, you may subscribe to the case. At the top right of your support case there is a gear icon which provides a drop down menu with support case options. Click that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.