Disgraceful service and mockery of customers

[Alex5551]

Something happened and Wi-Fi signal became very weak in a certain part of my house. I've bought Wi-Fi extenders twice and both times they didn't work with my Verizon router. Even the Verizon technician couldn't help me and advised me to rent a Verizon power strip. Yesterday, January 20, I explained the situation to agents named Mikee  (exactly this spelling) via Verizon Chat. He said all he had to do was a few tests. After that, the "fun" began - my Internet rebooted 20 times in a row, and then the connection with Mikee disappeared. Mikee knew my phone number but didn't call me back. It took me about 50 minutes to realize it was Mikee's trick. I was forced to restart my chat and this time the agent was Alex (that's how he introduced himself to me). He, according to him, figured out my problem, made several tests (reboots). He sent me to check the area in the house where the signal is weak. And then the unthinkable began. Then every 2 minutes he sent me to check the signal. After each of my reports to him, he asked how his service was going. This went on for about 2.5 hours! When I got tired of this game, I asked him if we could discuss the possibility of installing Verizon Extender. He agreed and said that he is working on it now. Then his "game" resumed, and I went to check the signal again 5 times. There was nothing he could do except mock me (I'm almost 70 y.o.). As a result, I spent more than 4 hours with the "specialists"!!! They won. It's impossible to find a Verizon executive's phone and talk to management. What is possible is to pay money for poor service or lack of it. I really hope that someone from the Verizon administration will read this message. This is a disgrace that has been happening with this company lately. Naturally, I'm thinking about moving to another company, but you all know that the choice is very small - Verizon or Comcast.

[Cang_Household]

You are mainly talking to other customers here.

Could you describe to us your exact issue? Our CLs will be eager to help.

[Alex5551]

CLs, thanks for your messages. It's a fairly common problem here: I need to boost the Wi-Fi signal in a certain part of the house where the signal is too weak. Neither I nor the Verizon technician were able to install two different extenders (both are Netgear products). The technician suggested that the problem was with my old Verizon router (about 5-6 years old), and I needed to rent a Verizon extender. After that, I wanted to talk to a Verizon agent about it. And those two guys from the helpdesk just made fun of me - I described it in my message. Here is my whole story. Thanks.

[Cang_Household]

How are you connecting the Netgear extender to the Fios router? The only viable way I see is connecting them with an Ethernet cable. You can also give us the model number for your Netgear extenders to see.

For very technical questions like these, such as network configurations and adding devices, the CSRs are not trained in these realms. Please try to post on the Forums next time. There are network engineers and system administrators among us. Some of us even have a mini "Fios lab" where we can replicate customers' setup and troubleshoot.