awful experience

[Angrycustomer51]

On August 12 I spoke via online chat with a representative about upgrading my services. I indicated that I wanted FiosOne and gigabit connection speed with a new router. When the order was placed, the agent mistakenly put in enhanced cable boxes instead of Fios One (why would anyone get that if it's the same price to get the better equipment?). When the order arrived via UPS I noticed the mistake and called them back to state I wanted Fios One. The agent indicated that because my order was not completed and still in process that they wouldn't be able to send Fios One until 8/26 when the initial order got out of the system (could be cancelled). In addition, the new router never came with the order. A new order had to be created to get the Fios One.

The new order arrived 8/27, again with no new router. Rather than try to set up the Fios One, I called again to indicate no router came. Somehow the router never made it into the order and another new order, this time with just the router had to be created. I specifically requested at that time that a wifi extender be included (since it's optional and free) and was assured that it came with the order. That came 8/30 (without the extender of course) and I installed it, no problems (although my Cloud account is not working despite the fact that it comes with 2TB free storage). But when I tried to then install Fios ONe (since you need the router first) I can't activate the boxes. Upon calling the technician, he indicated that the wrong order was cancelled out of the system, so even though I have the Fios One boxes, there is no actual order associated with the account! This was 10:30pm 8/30. I scehduled a call back for 10am 8/31 for customer service to re-activate that order. After speaking with the representative, ANOTHER new order was created, this time, hopefully with the Fios One boxes that are in my possession correctly associated with the account. As of 11:15am, I am still on hold trying to get tech support to activate those boxes with this order AND figure out why my Cloud account isn't working. And then I'm sure I'll have to contact customer service again to request my free wifi extender (and probably be charged shipping to get it).

I estimate so far between hold times, online chat, phone conversations, me having to return the wrong boxes that were initially sent, and actual time working on installing equipment that won't work because there's no order with it I've wasted 5+hours of my time with still no resolution. I won't be recommending Verizon to anyone - that's for sure!

[LawrenceC]

Hi Angrycustomer5,

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 your username at the top right corner of this page and then clicking the envelope icon that appears at the top of the menu. 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.