We just had FiOS installed at our a week ago. Initally we were trying to sign up online but the Verizon website was having errors so a sales representative (I believe her name was Felicia) called us to help sign us up. We specifically requested that we keep we keep pur old phone number after switching to FiOS. She told us that we would have a temporary number that when it was installed and we would receive a call the day after installation to port the old number to FiOS. Additionally we were signing up a Triple Play package for $79.99 month that included a waived activation fee. We told her this directly when signing up. Her response was that after placing our order to send her a fax showing the deal as advertised to us (I made a snapshot from my web browser and will add it to this post). She said we our confirmation email would be for $89.99/month and we would receive a second email for the updated price shortly after she looks over the information. Right after finsihing the order with her, we sent the fax to the number she instructed {edited for privacy}. After that we waited.
It was been just over a week after installation and we have received no call for getting our old number back and no email correcting our order. The first bill is online now and we have an activation fee of $69.99 and our monthly service is costing $89.99/month. Nothing was done to fix the order. We called Verizon Customer Service about our number. Our first call told us that the number is usually handled on the same day as installation and we should alerady have our old one in use. When attempting to change it I was told that our previous phone provider Birch had to release the nubmer to Verizon. So I Birch and their representative said that it issue was with Verizon and that Birch couldn't do it. We called Verizon again and it was the same answer as before. We were being sent back and forth between the two compnies both of them blaming the other for our problem but neither bothering to fix it. This went on fro about five hours, an entire day wasted on failed customer service.
Eventaully after speaking to a supervisor at Verizon I was told that our DSL line from Birch would have to be canceled before the number could be released. That is the first time either complany had said that to us. I told the Verizon rep at the time that if it not handled correctly this time our next call to the company will be to cancel our FiOS service. Immediately afterwards we called Birch and told them the cancel the DSL so we could have our number on Verizon. It has been several days since being juggled around between the companies like that and we have received no call, no email, and no change.
Somebody at Verizon is lying to us and not giving us the service we ordered nor the price we were assured. If the issue is not resolved next week my fmaily will be canceling the FiOS service from this unreliable company.
