Horrible Customer Service

[DJRaymond1]

I am a new customer that just moved to a FiOS area. I ordered FiOS gigbit internet, ready on Dec 22 in time for Christmas. Set up the system on Friday Dec 22 and everything was fine. Come Saturday morning everything is dead. I on-line chat with customer service for an hour and it is determined my new router is bad. I was told a new one would be shipped out to arrive 26 December. Explaining that this was unacceptable Verizon let me go to the store 30 minutes away to exchange routers. Plugged it in and got NO SERVICE. Called and voice chatted with support this time, ran through their diagnostics, and then they figured that they were not going to restablish my service UNTIL DECEMBER 26! So I wasted the time and energy driving to the mall for the exchange, and my family who is flying in to their new home TODAY (Dec 23) for Christmas is out of luck until Tuesday AFTER Christmas. This is totally unacceptable yet they refuse to budge. If I can find an alternate service provider I will use them. Verizon customer service is a complete let down.

[LawrenceC]

Hi DJRaymond,

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 scroll down the page to an area titled "My Support Cases". You can reach your profile page by clicking on your name located above your post, or at the top right of this page.

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, you may subscribe to the case. At the top right of your support case there is a gear icon which provides a drop down menu with support case options. Click that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.