Outrageously poor and deteriorating customer service

[geezplaya]

I have had problems off and on lately with both Caller ID and Call Waiting not working properly. They both work as they should for a while and suddenly they stop. I go through all the trouble shooting steps FIOS support suggests before contacting them: using the "fix caller id" tool, rebooting the STB, everything. The tool always results in the message "we have found that Caller ID could not be enabled on your Set Top Box, Please contact Customer Service CID 105" . But then just try contacting customer service,. Today when I called I was told it was a one or two hour wait!!!!!!! Or I could leave my number and someone would call me back. So I did. Haven't heard from anyone yet. So I thought well they always want you to use the My Fios app so I tried that. Went through any number of steps and finally got to "looks like you need more help and so I selected the "chat" option. And I got a notice that said "no representative is available to speak with you please try again later!!!! " I notice that Verizon is promoting it's own paid tech support. Is this poor service a way to get unhappy customers to spend more money for a service that should be free? I think it's time to start making complaints here in NYC to the Public Service Commission, and to Goverment officials. This kind of service is apalling and for the first time since I happily embraced FIOS I'm thinking of giving it up.  So many things have changed since I first got it that it's becoming a shadow of the innovative service it once was. 

[jonjones1 · Accepted solution]

http://www.dps.ny.gov

or 

http://www.oag.ny.gov

the first link is normally the best assistance.

if you reside in NY City they have their own agency that Verizon has to answer to. Alas I don’t have the web URL just google it.