Constant FIOS Outages (internet, phone, tv) - HELP
Army11
Enthusiast - Level 1

I have been a Verizon subscriber for 20 years and never experienced the problems I’m having now.  While on travel, all FIOS services (Internet, TV, phone) went out on Saturday, 9/30/2023 as I noticed all home camera systems were offline.  On Sunday, 10/1, upon returning home, it was confirmed that, in fact, all FIOS services were out.

I called the 800-VERIZON number and, without talking to a representative, the automated system checked my line, confirmed an outage, and restored my services as I was still on the line.

On Monday, 10/2, all FIOS services again went out and AGAIN, upon calling 800-VERIZON, the automated system detected an outage and immediately restored all services.

This happened again on Tuesday, 10/3, at which time I reached an actual “person” who scheduled a home visit by a technician that afternoon between 12 noon and 4 pm.  Unfortunately, my FIOS services could not be restored by the phone representative, so I wasted a day without internet access while waiting for the technician (I work 100% from home and having reliable internet is critical).

The technician arrived and restored my internet and TV but could not restore my home phone service saying, as he left, “oh, the dial tone will eventually restore, that takes a little longer”.

Long story short, since that first technician visit, all FIOS services have gone out 18 more times (between 10/2 and 10/15).  I’ve further had TWO MORE visits by technicians with no permanent resolution (total of 3 visits = 3 fully wasted days).  The last technician even relocated my ONT box from outside and “unprofessionally” created a space inside my garage without my knowledge or consent.  He also upgraded my FIOS router as well as changing out all set-top boxes on my 4 tvs. 

It's disappointing to know that the technician had no idea how to resolve my problem other than to provide upgrades (FOR WHICH MY MONTHLY BILL WILL INCREASE) that had nothing to do with the problem.

On Saturday, 10/14, all FIOS services again went out and they went out again, today, Sunday, 10/15.  On both occasions, I used My FIOS app and all services were restored.

There obviously is a serios problem with my FIOS that Verizon has not yet resolved.  I cannot continue with these daily outages, especially since I work fulltime at home.  What can I do to get Verizon to address the root cause of these issues and FIX it?

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Re: Constant FIOS Outages (internet, phone, tv) - HELP
KH-OrnEsh
Moderator Emeritus

Hi @Army11 

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.