How to contact customer service to file a complaint
penguin788
Enthusiast - Level 1

Is there an email address that we can send general complaints about FIOS service?  Some place to vent frustrations?  Complaints like being on hold for a minimum of 20 minutes (if you're lucky - I've been on hold for up to 3 hours waiting for technical support, average is 40 minutes), internet cutting in and out, loss of service because they decide your equipment is too old and you have to buy a newer model tv/computer/phone/etc., sending advertisements with deals that provide twice the service I'm getting at half the cost but I can't do anything because I'm stuck with 11 months on my contract.  The technicians usually are wonderful people and very helpful - it's just spending hours on the phone waiting for them that is frustrating. I am usually so angry by the time they answer that I start the conversation by apologizing for being crabby and that I know it's not their fault but that I'm on the verge of bursting a blood vessel. 

All I want is an email address where I can vent - I know verizon will probably send it straight to the trash file but it would make me feel better. I'm even considering switching to Xfinity, even though they have a terrible reputation for customer service and their products are not as good. I'm just so fed up with verizon that I'm counting the days until I'm free of my contract.

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Keithfilmguy
Newbie

I have had Verizon for over 20years and all I can say is their internet service has gone to hell!! I received notice 2 years ago saying our cable lines are going to retire so I have hung on hoping to get FiOS. I currently have DSL which worked great for 2 of the 7 years in my current location, but now my internet goes out three maybe more times a day. I have had the modem replaced 4 times, Service techs out 3 times and nothing has been done to correct the issue. I am very disappointed because I would sign up for Fios TV and internet and lose my other providers. What also stinks is you charge more for the crap service internet and phone with no speed or connection than I can get with a cable provider. I can no longer run my production company under this poor service you provide. I am going to move my phone, TV and Internet over to spectrum and pay 3 times less than what you charge for what I have. Verizon, your adds lie, Your service is awful, your ability to provide customer service is way lacking. The sad part is I have asked about when we are going to get FIOS and explained we all received letters stating this, that not one person in your office can answer the question.  I keep getting "well did you sign up to receive notices of when FIOS will be available " comments.  Sorry Verizon, you are losing a loyal customer and I know that many in my neighborhood are doing the same thing.  So, go focus on your cell service and Screw the business folks and loyal customers who really did like your services. I think your priorities are messed up and you all need to restructure your business model to focus on the customer instead of just the quick bottom line. After all, as a business owner myself, the loyal customer are the true profit to sustain a company not the quick grabs. I am going to switch to a company that wants my business and is willing to provide the internet speeds to run my business. Hell, I can’t even watch a streaming video that is 1 minute long with out it buffering. SO long Verizon and good luck with your future customers, after all I see your stocks are starting to slip and I see more complaints against your company than any other service provider.   BAD BUSINESS and I will never refer your company to anyone! Especially when for 7 years you advertised FIOS is coming and then 2 years ago send a letter stating that your retiring the copper lines. I am guessing it is your ploy to have most bail off your network so you don’t have to do the work.  I am done with crappy service, Internet and phone from you!

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jonjones1
Legend

@Keithfilmguy wrote:

I have had Verizon for over 20years and all I can say is their internet service has gone to hell!! I received notice 2 years ago saying our cable lines are going to retire so I have hung on hoping to get FiOS. I currently have DSL which worked great for 2 of the 7 years in my current location, but now my internet goes out three maybe more times a day. I have had the modem replaced 4 times, Service techs out 3 times and nothing has been done to correct the issue. I am very disappointed because I would sign up for Fios TV and internet and lose my other providers. What also stinks is you charge more for the crap service internet and phone with no speed or connection than I can get with a cable provider. I can no longer run my production company under this poor service you provide. I am going to move my phone, TV and Internet over to spectrum and pay 3 times less than what you charge for what I have. Verizon, your adds lie, Your service is awful, your ability to provide customer service is way lacking. The sad part is I have asked about when we are going to get FIOS and explained we all received letters stating this, that not one person in your office can answer the question.  I keep getting "well did you sign up to receive notices of when FIOS will be available " comments.  Sorry Verizon, you are losing a loyal customer and I know that many in my neighborhood are doing the same thing.  So, go focus on your cell service and Screw the business folks and loyal customers who really did like your services. I think your priorities are messed up and you all need to restructure your business model to focus on the customer instead of just the quick bottom line. After all, as a business owner myself, the loyal customer are the true profit to sustain a company not the quick grabs. I am going to switch to a company that wants my business and is willing to provide the internet speeds to run my business. Hell, I can’t even watch a streaming video that is 1 minute long with out it buffering. SO long Verizon and good luck with your future customers, after all I see your stocks are starting to slip and I see more complaints against your company than any other service provider.   BAD BUSINESS and I will never refer your company to anyone! Especially when for 7 years you advertised FIOS is coming and then 2 years ago send a letter stating that your retiring the copper lines. I am guessing it is your ploy to have most bail off your network so you don’t have to do the work.  I am done with crappy service, Internet and phone from you!


Did you read what I wrote to the other poster? Since you are a resident of New York State go to the web site I gave below. 

Or if worse comes to worse look into cable internet ot the new satellite internet I keep seeing commercials for. It’s now unlimited internet all over where you are.

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jonjones1
Legend

Sorry I forgot the link.

https://www.viasat.com

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jaj2
Newbie

On 12-18-17 contacted Verizon to cancel my internet, on 02-23-2018 billed again, I contacted Verizon was informed they would backdate and not charge me, today 3-3-2018, I received a bill and nothing was back dated, once again charged for internet.  What is pretty sneaky they asked me if I have a mobile phone for them to contact me, gave them my mobile, well guess what? Verizon email me and thanked me for updating my information, not once did they state confirmed cancel internet (date 2-23-2018); I once again contacted Verizon via online this time, asked them why I was charged, person on the other side said she would look up the information, asked for my phone number and name, except this time asked foe account number, when I asked why they are asking when Verizon only asked for my phone number, suddenly I got rep is busy have to wait for the next available rep (how rude)! I have been with Verizon for a while, I had internet and phone, when I cancelled my internet rep told me I would be charged $76.00 dollars for the phone, I asked about a lower rate she said their is none, I explained to he4 that I have a disable husband and I have to have a phone at home for emergency, nothing, no understanding, I am very upset, if anyone out their no’s who I contact please post it, I plan on writting my congress, media about how Verizon are ripping older disable people!

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jonjones1
Legend

Try here. http://www.verizon.com/about/our-company/executive-bios

I would also contact your states Public Utilities Commission or Public Service Commission they have regulatory authority over Verizon.

or file a complaint here http://www.bbb.org they have been known to assist.

but you will have to prove your case. No verbal anything.

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sheilam2
Newbie

Goodness, if anyone knows please  let me know. My family and I have been with Verizon for over 10 years for phone and internet service. I requested a technician to come to my house 2 weeks ago and they failed to show up on 2 separate service dates. I work from home so have had to use my cell phone for internet and as you can imagine that has done a doozy to my data plan.

Unbelievably bad customer service. I can't even get someone on the phone to cancel my account so I can switch to Comcast!

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jonjones1
Legend

1-800-VERIZON is the number.

at the prompt say “cancel service “ this will send you to a retention representative. If you are positive you want to leave be firm. Get a confirmation number for the termination of all services. You might want to have it sent via email and regular us postal mail, do this prior to your bill closing date as to have no further charges. You can return equipment if need be to a Verizon Fios store. Google a location. Do not go to a reseller. 

Good Luck

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BacktoFios
Newbie

After over 4 years with FIOS we left and went with Comcast which was a terrible experience.  So we decided to go back to FIOS after less than 6 months.  We have been trying to solve three problems with absolutely no success and would ask what other options we have:

1.  When the sales rep knocked on our door to sell us FIOS, we were promised that it would include ‘ALL premium channels’.  We quickly discovered, that they really didn’t mean this.  Even with the most expensive premium package, we do not have STARZ.  This may seem like a minor issue, however, part of our choice to switch back (now a regretful decision again) was the bundled package.  It will cost us more money each month to now get what we were originally promised.  To say this is a disappointment is an understatement.  I did call customer service - at least twice on this issue and was simply told that it didn’t matter what we were promised - no STARZ was available.  The additional frustration comes from the fact that I KNOW that I CAN get STARZ - if I want to pay more - I would have hoped customer service would at least know this.

2.  We were promised the internet would cover our entire house with the system that FIOS recently upgraded to.  When the gentlemen was here installed (just 3 weeks ago), he was surprised by this and indicated we would need the ‘booster’ in order for this to be true.  I said ‘sure give us the booster’.  No costs were discussed and I have now found we are paying extra for the booster.  Would have been nice to know this ahead of time.

3.  When we left FIOS the first time, we were told that our purchased movies would always be available if we used the FIOS app.  This is not true.  Now that we are back at FIOS I am also being told that they can not give back our over 65 movie purchases.  I have spent hours on the phone, even got a tech who tried a number of things, but to no avail.  We call ‘**bleep**’ on this - if we had known that we needed to set up an unrelated account with ULTRAVIOLET, and that the FIOS app would not work,  we would have done so immediately.  But without information, we have lost the value of 65+ movies which at a Cost of $20 is $1,300.   How about a credit FIOS?  How about telling customers the truth both when they join and when they leave.  We are held hostage by large organizations that take advantage.  It’s a shame.

Now you all may ask, just leave again - well, for any of you who have done this recently, you know how painful it is....and where does one go?????

I wouldn’t have done this on this forum, but I haven’t been able to find any other way to file my complaint.

Sincerely, a very frustrated customer 

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jonjones1
Legend

Read my reply to the previous poster. 

You can also complain to http://www.bbb.org or contact your states consumer protection board or Public Service Commission or Public Utilities Commission which you can google in your state.

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kittybee
Newbie

I have no internet and no TV. I think there's something wrong with my ONT but I live in an apartment so I'm not sure where it is or if I can even fix it without messing up anyone else's service. I've been trying to no avail to get someone on the phone to schedule a technician to come and help. I've had the calls dropped on me in the middle of waiting on multiple occassions and the online troubleshoot has been useless since we need a real person to come by. We've had no problems before this and we've only had the service a couple of months. But the way we've been treated on the phone and the lack of help from anyone is already causing us to second guess our choice in Verizon. What do we have to do to get someone to help?

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Ibbobbyd
Newbie
I will post here since I can't find an email address for Verizon Fios support.
It should not be this hard to fix what was Verizon's mistake and the thought of charging me for the screw up is outragious!
 
Dear Verizon,
I recently had a problem when I was attempting to schedule the disconnecting of my service in my current residence and connecting in my new house.
I tried to schedule it online. I plugged in the date I wanted the service connected at the new house. When I tried to plug in the disconnect date for my current residence my nightmare started.
The closest option to disconnect service here was 5 days prior to the new house connection. I stopped there and started a conversation with the online chat rep. She told me to click through the order without selecting a disconnect date and submit the order, at that point she would change it. I did what she asked and let her know the disconnect date was 3/07/18, the current day. At first she questioned if I completed the order. I told her I had and sent her the order number. She told me that was not a correct order number, I explained to her I was looking at that number on my screen, I even copied and pasted the number to her. She still couldn't see it. She got her supervisor who also couldn't figure out what was wrong. At that point she told me to Call a number the next morning. I reminded them the disconnect date was that day and I was worried. She stated there was no need to worry, since she couldn't see the order no one else could either so nothing would be disconnected. the whole episode was over 2 hours.
The next morning I turned on my TV and found my fear was real and my service was disconnected.
I called that morning and explained the problem to the lady on the phone. She apologized and said she could take care of it.
She said the service I had was no longer available. I don't understand the process of disconnecting but it didn't make sense to me.
She said I had to create a new account and a tech had to come out. I had to take a higher speed and all my boxes had to be changed. At first she told me it would total $270 and a $99 connection fee.
I felt like I was on Candid Camera. I explained to her I just signed a contract for $205/month and asked why I should have to pay anything extra due to a problem which was no fault of mine. She understood and rattled off what she would deduct and that my total
After another hour plus on the phone she rattled off what she would deduct and my total for the month would be $140, I thought that was fair and some compensation for the whole problem.
Now I get an estimated bill for $341.04!
This has to be a mistake. Did I misunderstand her and it was $140 plus my contract amount?
Please look into this. I'm already strapped to get the down payment for the house together and  should not be held responsible and paying extra for a problem I did not cause.
 
Here was the order number:
PA11353387294
 
 
I would appreciate a reply as soon as possible.                               
 
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LawrenceC
Moderator Emeritus

This topic will now be closed. Please feel free to open a new thread if you have a specific issue you wish to discuss. Thank you.

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