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Fios Internet installation complaint

Requested Fios upgrade, installation of new equipment and router.        After frustrating chats and no return phone calls, an installation was set up for today.   The tech showed up after the install window, looked at the old box in the basement and basically threw up his hands and said he could do it because he doesn't run ethernet wire.    He could have simply looked at the coax run and figured how to drop it, but instead, said "you'll have to get a contractor to run the cable first".      Terrible service and poor response from Verizon.