Verizon FiOS Customer Service Issues

From waiting 30 days after installation for my TV signal to work to countless hours wasted on the phone and missed technician appointments, I am beyond frustrated with the lack of assistance. Despite promises to waive fees and the first month's bill, my account shows no such adjustments, only threatening disconnect notices. Endless calls and no resolution have left me exasperated. I am considering sending an invoice to the CEO for my wasted time. I hope to see improvement soon.

I would like to address a recent experience I had with Verizon FIOS that left me quite frustrated and disappointed. On 5/7, after reporting an issue with my internet connectivity, a technician was scheduled to come on 5/8 between 2-4pm. However, when the technician called at 2pm, I was unable to answer because I was working. He left a message stating that no one was home and closed the ticket, which I found completely unacceptable. Despite my attempts to reach him, he never returned my calls. To add to the confusion, I received a text message from a different number claiming not to work for Verizon. This incident highlighted a breakdown in communication between Verizon's support team and their field technicians. It's concerning that the technician closed the ticket without resolving the issue or attempting to reschedule. I was forced to spend over an hour on the phone with Verizon to address this and set up a new appointment for today. Such experiences leave customers feeling undervalued and neglected, ultimately impacting the company's integrity and customer service reputation. - GP

I am seeking assistance from the Verizon FIOS Service Technicians' management team about the miscommunication issues happening between phone support staff and the technicians visiting homes to resolve issues. On 5/7, after reporting an internet outage, a technician was scheduled to visit on 5/8 between 2-4 pm. I requested the tech to arrive after 4 pm but he called at 2 pm, leading to a missed appointment. Despite attempting to contact the tech with no response, I later received a text stating the individual wasn't a Verizon employee. This situation is unacceptable with unanswered messages and a falsely closed ticket. There seems to be a disconnect between tier 1 support and field technicians, and the lack of honesty from the tech is concerning. After spending over an hour on the phone with Verizon to reschedule, I hope to resolve these issues promptly. I can be reached after 5 pm on weekdays. Thank you, George Pollock

Our television reception has been frequently interrupted by a message prompting me to contact the cable provider for service. The message displays various identification numbers and symbols, requiring a manual reset by pressing the "clear" button on the remote. This issue occurs every half to one hour of operation, impacting the viewing experience. I'm unsure if this is related to Verizon or our Tivo Bolt. Any assistance in resolving this ongoing problem would be greatly appreciated. Thank you, Stanley C. Spooner.

I have an ONT unit with a fiber line connected directly to my apartment. The switch building is one block away, and gigabit fiber is advertised for the area. The entire building seems to be wired as my apartment has a fiber line. However, the website and service representatives indicate I can only get 300mb/s for 2.5 times the price of competitors offering 1000mb/s over cable. Despite the presence of the fiber ONT, gigabit speed is said to be unavailable. There is confusion as it's believed that each unit in the building may have different speed availability. I wish to confirm the actual maximum speed for my apartment and understand why it's limited to 300mb/s, especially when other units are capped at lower speeds like 50mb/s.

I signed up for FIOS in [redacted], initially having New York and Philadelphia channels. Over time, the Philadelphia channels were removed and now random channels are being taken away without replacements while the costs remain unchanged. I have noticed a decrease in internet speed without any valid explanation, leading to a forced upgrade with an extended contract. Despite these changes, new customers are offered better packages which feels unfair. Further issues arose with buffering on streaming services, prompting additional speed upgrades and another contract extension. Despite reconnection of lost channels, it resulted in another two-year commitment. Service disruptions are frequent, requiring constant reboots of devices due to connectivity issues and dead zones in the wifi coverage. I requested a modest $20 discount to manage my bill, but it was denied. The disparity in treatment between new and long-standing customers, such as offering Chromebooks to new users while increasing fees for loyal customers, is disappointing.

I had Verizon FIOS Internet installed this morning. The technicians mentioned everything was working, but I am facing issues connecting to the internet now. After contacting Verizon FIOS support, I was transferred multiple times, put on hold for over an hour, and couldn't reach a helpful representative. I attempted troubleshooting using the app by unplugging devices and adjusting wires to no avail. The experience has been frustrating, and I am considering canceling my service to return to Spectrum due to the poor customer service received.

Ticket MDDQ0Q1B1D: I experienced an issue with my BPU alarm system and contacted Verizon for assistance. Initially, I was informed a new box would be installed. However, upon the technician's visit, he suggested disconnecting the battery instead of replacing the unit. After expressing concern about losing landline backup, he advised me to get a new battery. Unfortunately, he did not respond to my attempts to reach him. When I called Verizon again, they arranged for a technician to come the following day, but a supervisor later mentioned potential charges for the battery installation visit. Despite the confusion, the supervisor agreed to revisit the next day to address the situation with the older unit that requires a heavier battery.

Subject: Frustration with Verizon Customer Service I am Ruth Borgenicht, and I have been a loyal Verizon customer for over 20 years. I am extremely disappointed with the level of service I have received recently when trying to resolve an ongoing issue with my internet access. I have spent countless hours on the phone with various agents, only to receive conflicting information and no resolution. My numerous attempts to address the problem have been met with incompetence, misinformation, and unprofessionalism. Despite multiple promises from customer service representatives, the issue remains unresolved. My children's ability to study for their exams was hindered by blocked websites, and the time and effort I have wasted on this matter are unacceptable. I am at a point where I am considering switching providers if this matter is not promptly resolved. I urge Verizon to credit my account for the inability to use the internet as promised and to address this issue promptly. The lack of follow-through and accountability from Verizon is disappointing, and I hope for a swift resolution to restore my working FIOS service. Thank you for your attention to this matter. Ruth B.

As a contractor preparing to work on a new single-family residence at [redacted] Nottoway Ave., Richmond, VA [redacted], I want to ensure that the Verizon cable running across the rear half of the property (connected to [redacted] Nottoway Avenue) is addressed prior to July 6, [redacted]. I aim to avoid service interruptions for your customer at that location, so I kindly request the removal/relocation of the cable. Please reach out to me at [redacted] to provide guidance on how to protect your services while allowing my project to proceed smoothly. Thank you. - Bob L.

On May 31, [redacted], I had Verizon Fios installed at my residence. The representative who convinced me to sign up informed me of a 30-day trial period during which I could cancel without incurring any early termination fees. I decided to cancel on June 29, [redacted], within this window. Upon contacting customer service to cancel, I was assured by a manager that it would be taken care of. To my surprise, I discovered the next day that my service was still active. When I called back, another manager explained that I couldn't cancel due to being in a 2-year contract, which would result in an early termination fee. I was left feeling deceived and misled by the situation.

I have submitted two work orders that were closed without resolution. The previous apartment owner had Fios, but I do not. I request the removal of the ONT and wire promptly. The previous work orders are DCCF04VA9D and NYB503PNU3. You have all my contact information from previous calls. I am considering taking matters into my own hands if there is no satisfactory email response within 24 hours. I am eager to hear from Verizon.

I recently contacted Verizon's customer service to change my autopay date from 7/30 to 8/3. However, the payment was still deducted on 7/30, causing a financial issue for me. The payment has been reversed, but the process takes 3-5 days, which is not helpful in this situation. The customer service representative I spoke to was unapologetic, offered no solutions, and lacked genuine concern. Additionally, the "manager," Earnest, at the Central Florida call center provided no satisfactory resolution and suggested I send a letter to a PO box for further escalation, which seems inefficient. Earnest's lack of initiative to address the problem, apologize for the mistake, or compensate for the inconvenience was disappointing. I believe a customer service manager should strive to rectify such situations promptly. I urge Verizon to expedite the return payment processing or compensate for the error due to the financial strain caused. It is essential for Verizon to take responsibility for their mistake and provide appropriate assistance.

My Apple Mail isn't functioning properly. Microsoft caused the issue when they mistakenly switched Office [redacted] from my secondary email to primary. Three days have passed with various tech supports attempting to assist me: Microsoft [redacted] Tech Support and Verizon Premium Tech Support. Yesterday, Microsoft labored for 2 hours and 45 minutes. Despite this, my Outlook mail started sending messages but stopped receiving any. Verizon Tech believes it's a server matter. I'm upset that Verizon is eliminating email to AOL. I have yet to explore two options: Apple Tech Support and AOL Tech Support. My main email is [redacted]; it's marked invalid below but still operational for contacting me. The level of frustration with Verizon, a customer since [redacted], is beyond words. At 72, I am tempted to escape this situation. - Greg

Verizon has been removing channels like the Weather Channel, beIN Sports, and others without providing suitable replacements. Instead, they often replace them with inferior options like AccuWeather. Despite the loss of programming, Verizon does not reduce fees or offer credits to affected customers. To regain access to the removed channels, customers are forced to upgrade to higher tiers, which benefits Verizon financially. This one-sided approach shows that Verizon prioritizes its own interests over loyal customers. Over the years, I have noticed a decrease in the number of channels while my bill continues to rise. Considering what I pay, I could easily switch to streaming services that offer a wider range of high-quality programming compared to Verizon's profit-driven decisions. As a result, I am considering cancelling my Verizon subscription and cutting the cord.

I reside in a condo at Reservoir Crossing in Braintree, MA, where I have noticed a high-pitched sound in my entry closet. The property manager explained that it might be coming from the Verizon Fios battery pack behind a panel. Is Verizon responsible for replacing the battery for no charge? Despite not having Fios for my services (I have BELD Triple Play instead), I am a Verizon Wireless customer. I attempted to contact customer service today at [redacted], but after being on hold for nearly an hour, I chose to write here instead. Your prompt response would be appreciated. Thank you. - Gail P.

A few months back, I was offered a lower price, but when I tried to accept, they couldn't find the notes and said the offer was no longer available. So, I removed the inside wire maintenance to match the price I needed. Unfortunately, my box blew, and FIOS allowed me to add the plan back before service. However, my bill is now too high again. I recall something about getting a $10 discount on each service if you have both internet and wireless plans. I'm interested in exploring all options to reduce the bill. I really don't need all the channels, especially those premium ones. Can sports channels be streamed separately? I'm 65 and unfamiliar with these technologies, so it's a bit overwhelming for me.

I had a disappointing experience with Verizon yesterday when my internet went down due to my 11-year-old router failing. I called the automated queue but got nowhere, so I had to call again and wait over three hours for assistance. After determining my router was dead, I was told I had to pay for a new one, plus a $10 shipping fee. This left me without internet for two days this month and wasted over 4 hours of my time. When a set-top box failed, they promptly sent a replacement without charge, so I expected better service this time. I feel like I should be credited for the inconvenience or consider finding a new provider since my wireless contract with Verizon is also up. In the meantime, I'm using up my wireless data.

I am assisting my elderly mother, who is 80 years old, with a situation regarding our telephone service provider. My father is in a nursing home, and my mother intended to transfer the account from his name to hers. However, what should have been a straightforward process has become a frustrating ordeal. Despite multiple calls to customer service, the issue remains unresolved. Recently, we were informed that the account was terminated due to my mother returning an unnecessary item, which is perplexing as she does not have internet service. We urgently need clarity on when her phone service will be reinstated as she relies on her landline. The representatives we have spoken to seem unable to provide a satisfactory resolution and keep redirecting us to the same unhelpful customer service number. We were also told that our repeated calls may have contributed to the account termination. It is crucial that we escalate this matter to a manager who can comprehensively review the situation and address when the telephone service will be restored. My mother's communication needs are solely for TV and phone, not internet, and we request a swift resolution without unnecessary complications or package changes. We are seeking assistance to rectify this distressing situation promptly. Thank you for your attention to this matter.

Our address is [redacted] Excelsior Drive, Norwalk, California, [redacted]. We had Frontier install FIOS over a week ago, but our reception has been poor, and there is a continual beep since the installation. A new box is being shipped and is due to arrive tomorrow for a re-installation. We chose FIOS over Spectrum for faster service, especially for our gamer in the household. Surprisingly, we never had such reception issues with Spectrum. We've asked for the box to be moved to another room during the new installation, but there might be an extra charge for this, which seems unnecessary given our unsatisfactory service. We're confused by the additional fee. Can anyone help with this situation?