Customer service is a joke

[KeeferJ]

Had my service installed on March 25th. I signed up for a 11-2 install window, so I took time off of work to be there. Then early that morning I get an email saying the tech will be there at 3pm. When 3:30 rolled around and no tech I started to call and find out what was going on. Turns out that tech got busy and then did not want to stay late so they had to send 2 other techs out to my location. They got there around 4:30 to start the install, an install that usually takes a couple of hours. At around 8 or 9 they were finished and leaving with the FIOS line running on the ground as they do not bury it.  I was told it would be buried in 10 working days. However when I got back into town from work the cable was still not buried and it had been 15 working days. I then spent over 4 hours on the phone over the next few days with customer service. Each time being told we will call you back by this time only to never hear from them. Finally I find that my ticket was closed, so they created a new one to send a Repair Tech out to the house telling me he would bury the line. Only when he gets there the cable run is to long and buried services needs to do it. I told him I know that and that is what I had requested a number of times but the people on the phone do not listen. Now because of the strike I am told it will be at least 3 weeks before it is touched. I have 2 young children in my house and the cable is a tripping hazard to them. My suggestion to people is prepare to bury you own cable if you go that route or hire someone else to do it. I have had nothing but issues since day one so I also encourage people to consider their decision to install Fios before they do it. I am still considering returning everything and going back to cable before my 30 days is up.

[LawrenceC]

Hi KeeferJ,

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 look at the top of the middle column 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.

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, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.