HORRIBLE customer service SAD!

[Georgeinny]

I say sad because I have been Fios customer for 7 years. It is obvious they don't care. Gone are customer service reps of days gone by replaced by script reading foreign telecenter staffs.

Called asked to have voice mail shut off. It was shut off and new bills no longer had $5 discount on router. Used chat, standard words no problem, sorry to hear, I will fix for you. BTW have new promotion for your account, double your MPS, no more contract, and save $31. I'M OLD, no better but after specific questions ( I kept transcript ) being assured NOTHING would change except pay less and get more. My contract was Ultra with enhanced DVR.

Bang couple days later NO DVR, NO PAUSE etc etc.

Called wait 31 minutes explain can't get it back for 4 days. Unexceptable, " Meg " says she will call me back at 3. Hahahahahaha still sitting by phone at 5.

Followup call is on 11/16/ at 3 pm. I see it on screen!

Then I call again, another 30 minutes get " Joe. " After 45 minutes I am being passed to supervisor. CLICK well that call done.

Being retired I have time especially since I can no longer watch my 150 hours of saved DVR programs. So I will dedicate my time filing documentation with every government body that grants their franchise, post everywhere I can on web etc. Or they can simply have someone push a button and give me my stuff back.

Oh might as mention the operation LAG since their system changes that so many are complaining about.

George in NY

[LawrenceC]

Hi Georgeinny,

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 and may be delayed at this time. 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.

[Georgeinny]

It was indeed HORRIBLE but a rep contacted me on forum private message and took 2 hours but all fixed and way it should be. Wouldn't want to go through it again 7 hours total through the days. It should have been easier but I would be wrong not to at least repost that eventually got the right person.

George in NY

[Georgeinny · Accepted solution]

AS yet another followup. Once the services I was getting was resolved my new problem appeared. Although upgraded to 200 mps I was suddenly only receiving 57-78 mps down and 2.1 up. Previously had 100 mps service and it was consistent 100 plus down 100 plus up, no problems. Suddenly all kinds of bad internet.

I won't keep you in suspense problem EVENTUALLY resolved after hours rebooting ONT and Router using automated services to check and repair line supposedly. Simply I have coaxial connection Router to ONT. Coaxial apparently can only handle 100 mps maximum. To do higher you must have the ONT connected via ETHERNET cabling direct to router. In my case that is not a viable solution as I have all in original wall cabling, no basement or attic, townhouse. So the solution for me was simply DOWNGRADING my internet back to 100 mps which was fine. Now all works again.

Of course hours and hours again until got right person, a technician, who knew the answer and fix in under 2 minutes of asking me questions on chat. Then of course had to transfer to customer service to actually okay the downgrade, review the new services bill and okay etc.

In closing on this portion, I can only imagine how the actual billing will go next bill. But I will say VERIZON, your reliance on AUTO computer customer self service, script reading overseas representatives, may save you money ( perhaps not I spent hours and hours with these reps ) just doesn't make it for the customer. Your policies about redoing a bill everytime you make a minor change and pro-rating everything etc is maddening!

The actual fios fiber and equipment are fine but honestly I would change in a heartbeat if there ever is a cable company that actually does value their customers. Luckily for you, Cablevision/Optimum in my area no better. I will say I was at one point so frustrated I was already setting up to change over to them even knowing how bad they are too. For now all is good here again until bill time.

Bear in mind this whole stupid saga started SIMPLY because I wanted my voice mail turned off. That's ALL I WANTED, a simple change!!! A 7 year customer all I wanted!!!

George in NY

[Cang_Household]

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@Georgeinny wrote:

But I will say VERIZON, your reliance on AUTO computer customer self service, script reading overseas representatives, may save you money ( perhaps not I spent hours and hours with these reps ) just doesn't make it for the customer. 

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Hey, but I have to say: Verizon at least created this Forum, backed by real customers just like you and a team of employees. If you have questions, I suggest you to search in the Verizon.com's search bar. All the community resources on this Forum are searchable over there as well along with official support documents from Verizon engineers.

Just a funny conjecture, I am wondering whether Verizon would open a hotline for "Customers helping Customers" to supplement the official technical support, and I guess, save some money too.