Fios DVR Billing Customer Service Reps and for support / chat box.

For starters, the fact that there is no contact information AT ALL on verizon's website, or any email, is BEYOND ludicrous. I went to the "support" and "Contact Us" page and the only thing that appeared was a ridiculous chat box. If I didn't hate verizon before I LOATHE them now. Maybe SOMEONE will read this and tell me how I can get a hold of corporate. Oh, and in what world does a customer service rep say "I don't have to give you my first name. You can call me "{edited for privacy}." ARE YOU KIDDING ME???

I signed up for Verizon Fios in September 2014. Since that day, I have had nothing but issues with Verizon. When the Verizon tech showed up to install the cable and internet he told me that there was an issue in my apartment and that it could not be installed. Verizon was supposed to contact my building to get this resolved, but never did. From that point forward I continuously contacted Verizon and set up install appointments because my building’s contractors told me that everything in the apartment was fine, and Verizon’s techs were just too lazy to set it up. Between October and November I had six install appointments where either the Verizon technician did not show up, or they would not spend the time to properly install services. I finally gave up with having Verizon service. I spent HOURS of my workday waiting for Verizon technicians and calling Verizon to resolve billing issues because they billed me even when I did not have services.

            Finally in January 2015 I got Fios service set up (however my bill is almost $30 more a month than it was in September – in September my bill was $96.82 per month). The technician seamlessly installed everything, and there never was any issue in my apartment. Like my building said, Verizon’s technicians were just too lazy to install it. I’ve had MANY issues with my cable and internet, including internet outages between midnight and 6 am most evenings, my DVR not allowing me to play recordings, movies not working, etc. I have occasionally called but most of the time I just give up because nothing is ever done and I WASTE hours on the phone with Verizon. I do not have the time for this. I am an attorney, and I have high billable hours. I cannot waste my time during the workday dealing with Verizon.

            On March 18, 2015, I called Verizon so I could have necessary billing adjustments made. I spoke with {edited for privacy} in the billing department, who was THE RUDEST representative I have ever encountered. I spent 45 minutes on the phone with her, and every time I would speak she would tell me “not to interrupt” and that she was talking. Well guess what {edited for privacy}, I am the customer and I need to explain my situation to you. When I told her that I am the customer and she needs to listen, she got in a screaming match with me and proceeded to yell and berate me on the phone for “interrupting.” I’m sorry, but as a 61-year-old attorney, I will not be berated, scolded or yelled at by a Fios customer service representative, especially when that representative is paid to listen to the customer and deal with the customer. I do not get paid for wasting 45 minutes on the phone with {edited for privacy}. Verizon is seriously messed up and I will be cancelling my services at the end of April. Additionally, {edited for privacy}said my plan included a 12 months discount. All I can say is that discount better not have locked me into ANY form of a contract because I never agreed or signed off on ANY contract with Fios. Additionally, I have phone calls in which I stated to Verizon that no, I do not want a contract.  Additionally, I will be contacting the better business bureau who has the time to deal with shoddy businesses like Verizon. Set my cancellation date as May 1, 2015. I will NEVER have services with Fios AGAIN!

Re: Fios DVR Billing Customer Service Reps and for support / chat box.
Community Leader
Community Leader

Um, I hate to tell you this, but you're talking to other customers here.  To cancel service you need to call Verizon (again.)  1-800-VERIZON.  There is a menu option for canceling service, I suggest you use it as it will connect you to the "retention specialists."  They will try to resolve your issues.  It's up to you if you want to let them try.  Calling during business hours usually works best, if that's an option for you.

Good Luck.

Re: Fios DVR Billing Customer Service Reps and for support / chat box.
Moderator Emeritus

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 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.

Under “My Support Cases” 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.

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.