Verizon FiOS Customer Service Issues

I have a privacy concern regarding my Facebook account. Despite hiding my phone number and choosing for it not to be linked to me in search results, people can still find me using it. I recently received a friend request from someone in a different country, with no mutual friends, who only had my phone number. This individual found me in their suggestion list. I want Facebook to address this issue and ensure my phone number remains private. Thank you.

My name is SHAM KAMAL and my address is [redacted] 10 Wexford Terrace, Hillside Avenue, Jamaica, NY [redacted]. I requested to switch from SPECTRUM on January 31, [redacted]. I am concerned about the monthly charges being withdrawn from my wife's account without receiving any bills or communication. I only subscribed to the basic channels but have been charged triple the amount incorrectly. I demand a refund for the excess charges and request regular billing for the basic channels. If this matter is not resolved promptly, I will have to discontinue the Fios service. Please reply to my email at [redacted] within the next two days. Thank you, Sham Kamal

Hello, I am seeking assistance due to recent issues with my cable and internet services. I am a person with disabilities and have faced challenges with customer service. After experiencing problems with four TVs, including blank screens and self-shutting off, a cable technician replaced various components and claimed the issues were resolved without any cost to me. However, I received an unexpected $[redacted] charge for a coax cable issue. Despite explaining my financial constraints, I encountered a pushy representative trying to sell me additional services. Despite being promised a service visit, the problems persist, with one TV still malfunctioning. When attempting to access my account, I am notified of service problems since the technician's visit. I suspect a faulty box may be the cause of the ongoing issue. I am uncertain about potential additional costs and next steps.

Hello, I had an installation on 04/01/[redacted] at my new address located at [redacted] Broadway Apt 19 D, New York, NY [redacted]. Two technicians arrived without introducing themselves. They used my bathroom without permission and left it in an unsanitary condition. During the installation process, they requested various tools and materials, such as a vacuum cleaner, broom, drop cloths, and stool. They also used my new bath towel to cover their suits, which did not prevent debris from spreading as they drilled through the wall. Additionally, they sat in my new armchair with dirty pants without asking. One technician was talking on the phone with his wife while working on recovering an old password and seemed irritated when approached. I am requesting a one-month credit due to this unacceptable behavior. Thank you. Mary K. David G.

I recently had Verizon prepaid services installed in my home for Internet and TV. The installation date was on April 2, [redacted]. However, when I attempted to go online on April 6, [redacted], I received a message stating that my Verizon FiOS services are suspended. I am being prompted to contact Verizon Wireless or log into my online account. Upon checking my online account, I am being asked to make a payment. I am puzzled because I just had my services installed five days ago, why am I being asked for another payment? The confusion is compounded by the fact that I am unable to reach anyone at Verizon as the numbers I have found indicate weekend closures. I made a payment online, but it seems I am now being asked for $[redacted] to reinstate my services, even though my monthly cost is supposed to be $[redacted]. I am concerned about why my services are suspended when I have already paid for installation and service.

After completing my 2-year contract with Verizon on December 28, [redacted], I contacted them in January regarding a new offer I had discussed. Despite agreeing to pay $44.99/month for 75/75 MPS with no contract, my bill in February showed a significant increase to $90.75/month, including charges for services I did not want or have, such as local TV and a router. Despite multiple calls to Verizon and speaking with various representatives, including Ryan and Nick, the issue remains unresolved. I am requesting a reduction in my bill, removal of services I do not use, reimbursement for a new router purchased to enable service, and adjustments to reflect the agreed-upon rate of $44.99/month. My goal is to pay $54.99/month as agreed and have the overcharges of $97.29 refunded for the past three months. Immediate resolution is needed as I continue to be billed for services and equipment not in use despite our prior agreement.

Two years ago, I received a $[redacted] Verizon Wireless gift card as a reward for renewing my Verizon Fios Internet & TV contract for 2 years. Even though I am a loyal VZ FIOS subscriber with account #[redacted]-[redacted]-16, I do not use VZ Wireless services. Unfortunately, the VZ gift card can only be used for VZ Wireless bills or accessories, which is not helpful to me as a non-VZ Wireless customer. I have tried to address this issue multiple times through VZ chat, but the representatives were unable to assist me and redirected me to VZ Customer Services. I am reaching out in the hope that you can help me exchange this unused gift card for a VISA gift card so I can make use of my Verizon reward. I have included the VZ gift card for your reference. Your prompt consideration and response would be greatly appreciated. Thank you. Sincerely, Cuong Tran.

I paid $70.53 past due on Friday, 4/12 for my Verizon FiOs internet. Can't log in online, even after trying to reset password. Opted for a $3.50 one-time phone payment, got confirmation via email. However, today on 4/16/19, Verizon FiOs charged my personal account $[redacted].21 without permission, pushing it into a negative balance. Labeled as 'ReoccurIng', it's not authorized. Contacted bank to dispute the $[redacted].21 charge. How is this possible?

I have had multiple contacts with numerous agents and supervisors, yet my ongoing issue remains unresolved due to Verizon's subpar customer service. If this matter is not resolved by the end of this month, I will switch to Optimum as I cannot afford to keep losing work hours over a problem that was caused by Verizon's incompetent representatives. Please ensure that all details are properly documented on my account, including my numerous chats and phone calls. My plan was due for renewal in January of [redacted], and I agreed to renew it via chat with the condition that my plan amount remains the same ($[redacted].35 as indicated in the billing history for [redacted]). The agent I chatted with agreed to these terms but mistakenly sent me 4 order confirmations instead of order reviews. I did not authorize any orders as I did not receive the necessary review. Despite contacting Verizon immediately, the issue persists to this day. Furthermore, Verizon has inexplicably increased my monthly charges from $[redacted].35 to $[redacted].36 in April. If this is not rectified promptly and refunded for each month, I will escalate this matter to the BBB, social media, and any relevant authorities to seek a resolution.

As a loyal Verizon customer of over 30 years, I am incredibly frustrated with my recent experience while renegotiating my triple play service for a new 2-year contract. Despite attempts to contact Verizon by phone, I was encouraged to use the app, go online, or engage in a chat session. After dealing with a misleading representative during a chat session, I spent over an hour disputing additional charges for a reduced plan with fewer channels and missing features like HBO and Showtime. After a lengthy back-and-forth, I reluctantly agreed to a "custom plan," only to discover the next day that I was not receiving one of the promised networks, LOGO. Despite multiple calls to speak with a supervisor, I faced long wait times and disconnections. I am deeply disappointed by the lack of consideration for customer time and satisfaction during the contract renewal process. As a dedicated Verizon customer, I am requesting a resolution to either revert to my original plan and billing or receive a credit for the inconvenience over the next two years. Your prompt attention to this matter would be greatly appreciated.

I am having difficulties making a payment for my internet bill. Despite multiple attempts on different devices and even with the help of two Verizon representatives, the payment keeps getting declined. I suspect it may be related to the different zip codes for my residence and billing address. One representative tried both zip codes ([redacted] and [redacted]) to no avail. They suggested Verizon's system might have been experiencing issues and advised me to try again later. Despite an extension granted for payment, I still cannot process it today. I primarily use my card for payments, and there are sufficient funds available.

On February 14, [redacted], I signed up for a Triple Play plan with a two-year contract. I have an email confirming the agreed price: $[redacted].99 for the Triple Play, $39.99 for the multi-room DVR package, with a $10 Verizon Connections credit, a $5 auto-pay credit, and taxes totaling $[redacted].10. However, our subsequent bills show a charge of $[redacted].99 for the Triple Play only. Despite contacting customer service multiple times with the proof of our agreed pricing, the bills have not been corrected. Although we received a $75 credit on our March bill, the April bill remains incorrect. In writing, Verizon acknowledges the agreed price but has not made the necessary adjustment. I am considering legal action or canceling the service. Despite multiple assurances that the billing error would be fixed, the incorrect charges persist. I have lost faith in the customer service's ability to rectify this issue. My simple request is for Verizon to honor the agreed price, correct the bill, and cease overcharging us. I appreciate any assistance GetHuman can provide in resolving this matter.

I am unsatisfied with the service from Verizon as a new customer. I initiated my service on 4/22/19 and encountered problems right away. At checkout, I was not prompted to make a payment. The technician who set up my services did not mention a payment, nor did he inform me that one would be required. After only 5 days, my services were suspended due to non-payment. The online system claims the payment was due on 5/23/19, which has not yet arrived. This situation is unacceptable. When I contacted customer service, they acknowledged that a payment should have been requested during purchase, but they claim there is nothing they can do now. It is outrageous to inform me of a payment now when it was clearly stated at purchase that no payment was due then, and the supposed overdue payment is not due until May 23. Despite recognizing the error was not mine, they refused to reinstate my services. This is frustrating, and I will be canceling my services promptly.

Upon returning home today, I noticed that both the Internet and TV were not functioning properly. Despite my phone displaying a strong connection, a message indicated that the Internet may not be available. The TV also showed an issue with poor or no video signal on the set-top box. I have attempted various troubleshooting steps outlined online, including resetting, rebooting, and unplugging and replugging all devices multiple times. The router's indicator light is green instead of red, with only two lights illuminated on the right side, one solid and one blinking, in contrast to the usual configuration. I kindly request assistance in resolving this matter promptly, as I have already experienced frustration and would appreciate guidance on restoring functionality. Thank you in advance for your help.

I recently upgraded to a new router and was assured by the representative that I would retain all of my channels, which was crucial for my family. Despite specifically inquiring multiple times about any potential channel losses and being reassured each time, we unfortunately found out that Hallmark Movies and Mysteries is no longer accessible on our television. As a loyal Verizon customer for both Fios and wireless services, I am hopeful that this issue can be resolved to our satisfaction.

After selling my previous residence, I canceled my Verizon services but was unknowingly billed for nearly a year without receiving any notifications. Even after paying the erroneous $[redacted] charges, Verizon has not removed the delinquency report on my credit file. Despite providing my updated contact information, Verizon failed to inform me of the outstanding charges, leading to a negative impact on my credit score. I urgently need Verizon to rectify this issue and remove the collection account status from my credit report.

The FIOS installation in our high rise condo raised concerns. The cables are not enclosed in conduit as promised, but run through the HVAC closet with cable ties and enter through a hole in the ceiling and exit through a hole in the floor. This method seems non-standard and poses risks of water leaks, fire, and smoke. Is this the industry standard for [redacted] installations?

The Verizon wires on my property are sagging low enough to reach when walking beneath them. I have 20 five-year-olds coming over in a week. Despite reaching out to customer service, I was told they are not hazardous, which I disagree with considering the children's safety. If a child is harmed due to this problem, it will escalate. My FiOS account number is [redacted]-[redacted]. Thank you, Sharon E.

I signed up for the FiOs "triple bundle package" on 6/10/[redacted] after using DirecTV, Spectrum cable, and Verizon wireless for nearly 20 years. The FiOS installers left quickly after working hard, but I've been facing internet disconnection issues with messages like "no server found," "account error, google IMAD, SMTP cannot connect to the server," "An SSL error," and "safari cannot open the email page because the server cannot be found." The TV connection also has constant moving dots on live TV, and after trying new cables, now the TV is not working at all. My wife and I, both in our 70s, have been struggling with these issues since switching to FiOS. Despite following the instructions on the FiOS website and visiting the Verizon store, we haven't been able to resolve the problems. We haven't been able to reach a live agent at FiOS, and we're not confident in following technical instructions. I kindly request assistance and would greatly appreciate it if a technician could come to secure the internet and TV connections. We've been waiting for years for fiberoptic service, and I believe in the power of FiOS and expect good customer service. Thank you, Young Park

The power outage last Sunday morning also affected the phone service, triggering the home security system at an inconvenient time. Although the batteries were replaced six months ago, the backup system did not hold up as well as the previous one. After the service was restored, there was an issue with the phone displaying "no service" and lack of dial tone initially. The new setup, using a Nokia device with 12 "D" cell batteries, did not perform as effectively as the previous 12v backup unit during a storm last year. It seems the switch to the new system created a gap that led to the activation of the security system. Requesting to obtain the older backup battery that provided reliable service for over 8 hours during superstorm Sandy.