The Worst!!!

[IeHatU]

First off... their website sucks and is just a crutch to prevent a REAL person to provide customer service! 

All I wanted to do was trade in my “6” cable boxes to updated ones.... not possible on the website or app. Next,.. tried to get a phone number.... not possible! Had to google it! Finally get a rep... very nice, but had the thickest accent and I was not able to understand half of what she said. What I did gather, was a $50 per box “installation fee”?? would be charged to my account!!! Huh?... really?..., for me to install my own boxes????!!! Yeah, right!  Gonna switch companies ASAP🖕🖕🖕

[emotpix1]

I've been a customer for 10+ years and have to agree their customer service is horrible.  Just the other day, ended up spending literally two hours on the phone to catch a billing error--i.e. they promised I would be credited for gigabit ethernet install since hello, I'm going to be paying a higher monthly fee for that service -- only half of the credit came through.  I actually ended up going back into the cue for another 30 min while the person who I could barely understand was supposedly going to get me a supervisor.  I ended up being disconnected.  Called back, got another person who promptly got me a supervisor and then the issue was fixed in 5 min.  Their on sight people are not much better.  I got a new employee for my gigabit ethernet install, who didn't do the install properly and the whole thing went down.  Scheduled another visit and the more experienced guy basically said the other guy was new and not trained.  It's horrible.  The worst is they don't admit how bad their quantum routers are with Wifi.  We just switched out our router to Eero and are getting WAY better performance.  Got the run around from Fios for YEARS on this.  They always made the excuse that we had too many wireless signals, or maybe it's our equipment, blah blah blah.  Yet, funny thing, we install the new router and VOILA, no more issues.  How can such a large company be so far behind with equipment and customer service??  Now I'm paying for gigabit ethernet that rarely hits the promised speeds.  And when I call to troubleshoot, they basically say they don't support wifi or guarantee certain speeds wtih wifi.  How about get better equipment for your customers who are paying top dollar for your service?

I'm shopping for another provider.  hate to go through the hassle of another switch, but on principal it's ridiculous.  And, I live right near one of the main Verizon campuses!  How can we not be getting fab service right at a major location.

[RuthBlox]

(account holder's son speaking) I have been noticing horrendous wifi sporatically occuring more and more often. As soon as I got back from college I realized an issue. We have always had some pretty horrible service but this took it to the next level. Out of nowhere our internet speeds over wifi drop to an abismal low of sub 10mbps (sometimes hitting under 1mbps). To top that off, every time I call, their customer service essentially tells me that they see the router isnt pushing out the speeds we are paying for, however, they only guaruntee wired connection speeds. Moreover, I just get a big "you are **bleep**" (<- my take) every time. I have asked to have it checked or something but instead of fixing their service they expect me to run ethernet throughout the house and not FIX potentially defective hardware... horrible horrible service. Planning to switch ASAP. My IT cousin and myself are crunching numbers and finding the best option, cannot wait to escape this nightmare ISP.

For those that would like to know, I have updated all drivers, hard reset the router, factory reset the router, and tried multiple wifi adapters as well as a power over ethernet adapter. Nothing has worked and they still have not offered an actually fix, as opposed to the "run ethernet through your house" work around.

[jonjones1]

Well first off speaking as a customer “Verizon told you the facts”

verizon Fios guarantees the speeds from their server to their ONT to the home router.

a direct connect either via ethernet or coaxial connection.

verizon like other internet providers cannot and will not guaranteed speeds or even connections via WiFi. Too many variables for such connections.

wifi is not a infinite service it covers a certain range from the router, it depends on optimal placement and conditions. Metal in the walls, ceilings, floors and telephones as well as microwave ovens all degrade the signal.

there are also other factors such as neighbors WiFi signals on the same channels (overlap and congestion) 

there is size of the home versus coverage area. All these factor in on WiFi connections.

and then there is what type of router are you using. Is it internal or external antenna?

is a good a/ac/b/g/n band router? Can the devices connect on 2.4 or 5 Ghz all of which factor in performance.

i would simply ask for another router or go out and buy a high end router to get better performance. Resetting this and that will not do any good if the device is faulty or low end.

[JeeperB]

I signed up for Fios after 15 years of cable service, bought the router to avoid the monthly fee, router arrived five days ago and is sitting in the box, and I just got an email that your billing period has just started, and A LINK TO A SELF IINSTALLATION VIDEO!!!! You have GOT to be kidding! And imagine how much more aggravating was to experience this MyVeriszon Website!!! State of the art... Every other click I get an apology for something going wrong, and those are the pages that actually load (Luckily I didn't disconnect our current 200 MBPS by Optimum!)... As if they are running away from debt collectors, there is no phone numbers or emaill address or ANY DIRECT MEANS to connect to a live person right away... Refrained fomr adding another exclamation mark. Starting to realize what the Emojies are invented for... Hammer Hammer Chain Saw Beer Foam Etc please use your imagination... This, does not reflect the appearance of a legitimate and honorable business. This, is disrespectful, to say the least. Helpless customer is caught between a slowly demising Cable company, and the three eyed offspring of the undead MaBell monster with a single gold teeth. Till 5G do us part.    

[jonjones1 · Accepted solution]

1-800-VERIZON that is the number to call.

evidently there is already a hook up in your residence or you would not be able to do a self install. You save $99 by just hooking a ethernet cable that is or should be already there to the WAN port of your router.

if you follow the simple directions it tells you after you power on the router and it’s ethernet is connected to go to the activation web portal and you will be up and running.

or call the number and have them send a person out to do it for you.

[Puggins]

FIos has got to be worst cable provider ever!  Customer service has no idea what they are doing.  I was quoted 4 different rates and then billed a 5th amount.  Not one representative could explain this to me.  I had DIRECTV for years and will find a different provider as soon as this contract is completed.  I am so disappointed since I had looked forward to having FIOS.  Be careful what you wish for!

[jonjones1]

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@Puggins wrote:

FIos has got to be worst cable provider ever!  Customer service has no idea what they are doing.  I was quoted 4 different rates and then billed a 5th amount.  Not one representative could explain this to me.  I had DIRECTV for years and will find a different provider as soon as this contract is completed.  I am so disappointed since I had looked forward to having FIOS.  Be careful what you wish for!

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Just get another service. Or file complaints with your states Public Utilities Commission or Public Service Commission via google search. State regulators can get you better response than verizon.

[LawrenceC]

Hi Puggins,

Your issue has been escalated to a Verizon agent. Please check your Private Message Inbox for a message from Verizon_Support. You can find your Inbox by clicking on your username at the top right corner of this page. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.

[LawrenceC]

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