My Customer experience
karakayas
Newbie

Lost internet service and TV on a friday afternoon on 1/26/2024. Called Fios customer service and informed them about the issue. They informed me that there was an outage in my area and they were working on the repair. Called them next day, and they reported the same indicating that the repair would be fixed before 1/28 end of day. We had to cancel our Ravens football party becuase no TV.  Called them several times on Sunday 1/28. They informed me that now the problem was with my ONT and it was old. They told me that I would need to replace my equipment and sent a proposal raising my monthly payments by 50%. Rejected the offer and requested that they restore my service. They said they would send a technician for Monday afternoon 1/29/2024. We took the day off from work and my wife works from home so without internet could not do work. Technician never showed up. Called them the same day for cancellation of service. They said they could not cancel it without the pin code. I had been approx 10 year customer and i did not recall the security code. They said they would need to mail the pin code so that i could cancel. After a week of wait no mail showed up with verizon. Meanwhile on 1/29 I had called Xfinity cable and scheduled installation for 1/31. They showed up and installed new equipment and faster internet the same day for cheaper than Verizon. I'm still trying to cancel my service as they've been giving me the go around. What a joke! My ticket MDDQ0YT9GD. remains open with them They are still asking if i want an update with the status of my ticket. I tried the chat option to cancel service. they said i would not need the pin and sent me text # to confirm. In the middle of the chat the conversation was interrupted. Still trying to cancel the service. Never experienced this kind of incompetence with a company.  Once i'm successful to cancel the home service next mission will be trying to cancel the cellular service with them. At this pace, it will take several weeks and countless hours on the phone with customer service. Way to go Verizon!

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kh-taylarie
Khoros Partner
Khoros Partner

Hi karakayas,

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.

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