Verizon FiOS Customer Service Issues

I recently noticed that my favorite channels were no longer available. When I asked my spouse, Dan, who has dementia, if he had made changes, he mentioned he called to alter our plan but doesn't remember the details or the cost. I was upset as he had requested me to find a new provider with lower rates without agreeing to a contract, which I followed. I am the one managing the bills as he is unable due to his condition. TV is my only escape since he can't watch anymore. He mentioned agreeing to a 2-year contract, which was not our usual decision-making process. Unfortunately, his dementia has caused him to behave irrationally towards me, leading our doctor to suggest transferring all bills to my name as a solution.

My mother, R. B., manages our Fios account. Unfortunately, after my father's passing in July [redacted], she overlooked some billing issues due to the emotional and logistical strains. Upon reviewing her bill in August [redacted], I discovered several discrepancies. Firstly, an MLB Extra Innings package was renewed at $[redacted] per year without her consent. She also missed out on $10 promotional discounts for internet and TV that expired, while the package cost increased by $5 monthly in June [redacted] without notification. Additionally, despite HBO's lowered rate, her bill remained unaffected. Following my intervention with Verizon on August 10th, I successfully reduced the monthly cost to $[redacted].87 without a contract. We are unsatisfied with Fios and intend to switch providers unless these issues are resolved. We request reimbursement for the unauthorized MLB charges totaling $[redacted] and an additional $[redacted] to account for overcharges from July [redacted] to August [redacted]. We seek assistance from GetHuman to address this matter.

I attempted to renegotiate my contract as it's expiring soon. I requested an upgrade to [redacted] Mbps internet at my current rate. They offered to increase it by $5 but would discount $5 if I enroll in autopay. I was okay with that until they mentioned I needed a new router for the higher speed, which costs $[redacted] for installation. I am hesitant about this charge and raised the issue of switching to Spectrum, but they showed little concern about potentially losing me as a customer. I was even willing to pay a bit more for Fios compared to Spectrum until the installation fee was mentioned. It's disappointing how businesses sometimes handle customer requests. I informed them of my intention to switch, but it seemed to not faze them.

A year ago, on July 14, [redacted], one of your sales representatives visited my home. He promised that I would retain all the channels I had with Comcast and would see a reduction in my bill. I agreed to a two-year contract for approximately $[redacted].00 a month with Verizon. However, I did not receive all the channels as promised. Consequently, they provided me with a credit for one year (even though I had signed a two-year contract) to bring the bill back down to the contracted rate. Despite this, my bill has now escalated to $[redacted].86 from the $[redacted].95 I have been paying for the past year. This is not the agreed-upon price for the two-year period. I am contemplating cancelling Verizon, paying the $[redacted].00 early termination fee, and returning to Comcast, as that would be more advantageous. I believe Verizon should cover the $[redacted].00 early termination fee since they failed to honor the terms of our contract. Anne T.

Yesterday, I had a chat with a Verizon rep named Benedick regarding issues with my account. The chat started with me explaining that a salesperson, "Aaron," signed me up for a new plan incorrectly after approaching me in my condo hallway. Benedick verified the details and mentioned I now have two accounts, one of which was recently activated and can be canceled without charges. As I mentioned having rewards points and wanting to merge the accounts, Benedick listed the rewards offered on the new account. I requested a copy of the chat for reference. Benedick assisted with account details and provided options for renewing the contract before I decided to decline the offer. I expressed frustration over the situation caused by door-to-door sales and equipment replacements. Benedick suggested returning the equipment to a FIOS store or using a Return Kit for shipping.

I placed an order for Fios at [redacted] Cherry Hill Rd, Baldwin, MD 21[redacted], United States weeks ago. When the technician arrived, he mentioned that the task required is extensive for one person. He offered to either proceed alone, which would take all day, or reschedule with additional help. I agreed to let him handle everything. Miss Utility and your team have completed their parts, and the equipment is ready. Now, I've been informed that my order is canceled, and I need to reorder. I am frustrated by this error, especially since I don't want to go through the ordering process again when it's not my mistake. I request that you identify the technician involved and honor our original agreement for $[redacted] a month for the set-up.

I recently purchased a new TV and set-top box, but I am experiencing issues with receiving all the channels I should. Most channels show as unavailable or mention subscription issues. I have unsuccessfully tried to contact Verizon multiple times for assistance. I have ensured that my TV and cables are connected correctly, and knowledgeable individuals have also checked the setup. This problem has persisted for almost a year now. I would appreciate help in resolving this matter. Additionally, I am requesting a credit on my bill for the service disruption. Thank you.

I had an appointment scheduled for today, 9/13/[redacted], between 9am-11am with a technician who never showed up. After contacting customer service and sending the required documents, I was promised a callback within an hour but did not receive one. Following several more unsuccessful attempts to reach out, including being transferred to a supervisor only to get disconnected, I am currently on hold for over an hour, still waiting for assistance with my internet installation. I was informed that the earliest availability for a new appointment would be on the 21st, despite the inconvenience and lack of explanation. I am seeking urgent help to resolve this matter promptly.

On Tuesday, September 12, two technicians from fios came to our home to install two new telephone lines. They had to change the router for TV and internet services, and switched the set-top box to HD without my consent. After calling customer service and speaking with a technician who adjusted settings remotely, our TV now has a 2-inch border around the screen which affects the viewing quality. Today, another technician attempted to fix the issue, but was unsuccessful in restoring the picture to its original size. Despite requesting a manager to call me, I have not received any follow-up. I recently received an email stating that our service ticket is closed, but the problem remains unresolved. The ticket number is NYEGONJXP7. I hope Spectrum can rectify the situation caused by the previous technicians. Ann Ludwig

I have been using your service for a month now, and I had to pay a considerable amount for the installation. Just an FYI, Comcast provides this service for free. I am finding it not user-friendly as I am unable to record a series without recording all the reruns. My phone has stopped working, and although they are coming to look at it on Monday, they want to charge me for this service. Any issues I had with Comcast were resolved free of charge. It has only been a month, and my phone is already malfunctioning. When I call in, the recorded message does not even mention the phone issue, making it difficult to reach a live person. The customer service is lacking, and the service is not user-friendly. I am quite disappointed with my experience so far and wanted to bring this to your attention.

I recently bought an Orbi RBR50 and RBS50 router/satellite from Verizon to enhance my WiFi using my FiOS Quantum G1100. While using the Netgear Genie app for installation and monitoring, I encountered an issue updating the Orbi RBR50 firmware from version 2.0.1.4_1.0.0.6 to v2.1.4.16. Despite trying to update through the app, it failed, prompting me to check manually on the Orbi RBR50 by clicking on "Check" under Firmware Update in the ADVANCED tab on the Admin page. However, I received an error message stating "Service unreachable." I am seeking guidance from Verizon on how to proceed with the firmware update and understand why the service is unreachable. Any help on manual update steps would be appreciated. Thank you for your assistance.

I have been a loyal Verizon FIOS customer for over 8 years, signing up as soon as Fios was brought into my building, and have been satisfied with the service until now. Yesterday, while watching TV, I saw a popup notice offering a $[redacted]+ credit for my Netflix subscription. I visited www.verizon.com/redeemnetflix but found no instructions on how to claim the credit. During an online chat with Customer Support, I was informed that the promotion couldn't be located. Later, I accepted an offer to lower my monthly bill by $5 through a 2-year contract, reducing it from $[redacted] to $[redacted], but subsequently, HBO and Cinemax stopped working. Customer Service explained that these channels were dropped due to the contract change, and to add them back, I needed to pay an extra $25 per month. To manage the situation, I asked for HBO to be added back, resulting in a new monthly cost of $[redacted]. However, I wasn't informed that accepting the 2-year contract would lead to losing HBO/Cinemax. I hope Verizon can restore my original plan or provide a credit for the next two years. Thank you for your assistance.

I am frustrated with the lack of clear information provided by your sales team. I am considering canceling my current service due to a security concern. When trying to set up new internet service, I was informed that my social security number was necessary for a credit check. Despite being a long-time customer, I was told it is federal law for utility providers to request this information. I asked for the specific statute but was not given clear answers. I even checked the Verizon website and sent an email to the privacy address without getting a satisfactory response. Can I sign up for service without providing my social security number? Thank you.

Issue: Activation of the VMS1100 is problematic. Initially, I had only FIOS internet, utilizing an I-211M-L ONT linked to a FiOS-G1100 Gateway Router through an optical cable. Recently, I upgraded to include more TV services. To facilitate this enhancement, I received a VMS1100 Video Media Server for a self-installation process. I have seamlessly connected the VMS directly to the ONT via coaxial cable, without any splitters in between. However, I encountered a hindrance with the error message "VMS Moca link is down" displaying Warning [redacted]. Despite multiple checks, all the physical connections seem intact. Upon inspecting the ONT, I noticed nine indicator lights, with the illuminated ones denoted in uppercase letters. Notably, the MoCa indicator is not brightly lit. Given that the VMS1100 is directly linked to the ONT, I assume the router plays no role in setting up my TV. Could someone confirm this? Thank you, Clay

I returned my Verizon Fios G1100 router in May [redacted] using the pre-labeled return kit provided by Verizon. I had purchased a new G11 router on 4/28/18, expecting the rental charge for the old router to be removed from my bill. However, the charge has not been removed yet. Despite multiple attempts to resolve this issue through chat with a representative, no action has been taken. I kindly request that Verizon deduct the rental fee for the router for the six months since I returned the equipment. My Account number is [redacted]-[redacted]-16.

I recently received an email about a contract renewal and changes in my service that I did not authorize. Tonight while watching TV, I noticed that the channels I subscribed to were no longer available. After adjusting my settings, I managed to revert to my original channel lineup. Subsequently, I received another email indicating that my service was altered and I will be charged more than agreed upon. I only started this service in February and was promised a fixed price for the year without a contract. I prefer not to be bound by a contract and want my service to remain unchanged. Despite contacting various phone numbers and speaking with customer service, I have yet to find a resolution. Can someone please help me with this issue?

Hello, I am writing to express my frustration with the customer service experience I had recently. I contacted your company twice yesterday, but unfortunately, I was disconnected both times when trying to speak with an agent. Earlier today, I finally spoke to a representative who was unhelpful and rude. I was attempting to discuss a payment issue regarding a bounced check from my employer, which has caused a delay in my payment scheduled for the 23rd. I explained that I would make a double payment on Saturday as part of an arrangement, but the representative was abrasive and uncooperative, ultimately hanging up on me. As a long-time customer of Verizon, I have faced some personal challenges that have caused me to fall behind, and I was hoping for understanding and assistance, which I did not receive. I kindly request a phone call tomorrow to address this matter. Thank you.

After installing FiOS, I've experienced constant service issues. The technicians are inexperienced. My dad relies on a heart monitor through the internet, a fact FiOS knew initially. Initially, they helped when talking to Boston Scientific, but now they refuse to assist with the monitor, claiming it's not their responsibility. Each time I call, a supervisor promises to send someone to address the issue, but they do not follow through. They even shut off my service, leaving my dad's heart monitor nonfunctional intermittently. When technicians come, they are unhelpful. Despite contacting various departments within Verizon, there has been no resolution. It seems once you commit to a two-year contract, they prioritize money over customer care. I am currently facing a $[redacted] bill with no solution in sight.

I have been a Verizon Fios customer for 4 years. Recently, I had to renew my contract and they sent me a new modem. My daughter, who is excellent at setting things up, spent hours trying to connect it. She called the helpline and was on hold for 1 1/2 hours. Despite her efforts, every time she successfully hooked up the modem, the internet would go down. Now, even my copier and phone are affected. After she received a replacement modem from Verizon, she refuses to attempt to set it up again. Given my age of 73 and having had a stroke 2 years ago, I struggle with the complex setup process and technical language. I feel overwhelmed by the task and need help to properly sync my devices and fix my computer. I have the new modem but continue to use the old one. I am unable to spend hours on the phone seeking assistance I may not comprehend. Kindly assist me with arranging for someone to come and set up everything correctly.

I need assistance adding time to my phone. I am disabled and cannot afford to top up my phone this month. I rely on staying in touch with family services regarding a case involving my son and need the phone to avoid any trouble. Last time, I added $60, but only $40 went to my plan, and $20 was used as credit. Please correct this mistake and ensure the full $60 is added to my plan so I can continue to communicate effectively. Thank you for your help.