Unresponsive customer and technical support, not able to solve my account issues for over 12 months!

[J_018]

Hi there,

I have been having technical issues with accessing FIOS TV via internet and smartphone apps for over a year.  When I try to login online using my FIOS ID to any TV services on tv.verizon.com, message comes back as " you are not subscribed"  .  I have called FIOS technical assistance for over a year and each time it has not been resolved, I am told that there are missing information with the account setup within Verizon and they need 48 hours to fix it.  This has been a joke as I have called many times over the past year and it has not been resolved.   The last time, I called Tech Support  was this past Saturday, they promise to resolve it within 48 hours, 72hours later, its still not resolved.  I called again today, and was told "we are working on it".  I asked for a name of person who I can contact, but I was told that they are not able to provide.

Worse is I tried to talk to a Customer Support/Billing rep on the phone and he cleary does not know what he was talking about.  I asked to speak to a supervisor and was declined and offered a voucher instead. 

Am wondering if others here have had the same problem with accessing FIOS TV via internet?   I wish someone at Verizon would contact me to get this technical matter resolved.

Thanks.

[LawrenceC]

Hi J_018,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.