Verizon FiOS Customer Service Issues

I am frustrated with the service. I have paid for something I can't even use, and I am tired of waiting for a resolution. I have been on hold for days and need assistance. As a person with disabilities, I cannot crawl around to check my TVs. I pay extra for in-home service, but the problem remains unresolved. Each time a technician comes, they fail to fix the issue and cause more problems. The last technician even messed up our business line without fixing the original problem. I have been experiencing this poor service for years, and now I need all 6 of my televisions to work. It seems like my equipment, which is 15 years old, needs updating since the issues started after an update on your end. Please stop making me do the work and follow through on your promise to call me. The lackluster responses I received are disappointing. If this level of service continues, I will consider switching providers.

I recently attempted to renew my fios contract for updated speed. Initially, the expected cost showed a gentle increase of about $10.00, which I found reasonable. However, upon receiving my bill, the amount was approximately $10.00 more than expected. To my surprise, in less than a month, I received a bill for $[redacted].23, roughly $35.00 higher than my original contract. This significant increase contradicted the various estimates Verizon Fios provided before I agreed to renew my existing contract. Instead of a contract renewal with improved features, I ended up with a plan that removed Showtime and offered no better speed than before, costing an additional $35.00 monthly. It seems Verizon Fios utilizes misleading cost estimates, preventing customers from making well-informed decisions about their contracts. As a 95-year-old retired individual on a fixed income, this unexpected financial burden is distressing and will make my life more challenging. Verizon Fios should aim for transparency and honesty in their practices without resorting to deceitful tactics.

I have been experiencing intermittent internet issues since signing up for Fios 5 months ago. The problem is always with the outside line, not inside my house, and it's frustrating that it's not being fixed properly. Despite spending hours trying to reach someone for help, the earliest appointment given was the next day between 2 – 4 pm, which is inconvenient as I work. The internet miraculously started working again late Sunday night after being out all day. However, this is a recurring issue. The customer service experience was terrible, being on hold for 30 mins, then hung up, only to be called back and put on hold for 15 more mins. It was frustrating, leading me to express my frustrations on Twitter where I was told Fios wouldn't want to lose me as a customer, then claimed it was a typo. I seek assurance that the internet outages stop and compensation for the inconvenience considering I rely on the service for work.

We relocated from Bowie, MD to Staatsburg, NY on June 6 and cancelled our Fios service on the same day (order # MD[redacted]4). However, Verizon Fios is unavailable at our new location, yet we are still being charged a $95 Early Termination Fee. Despite multiple attempts, we have been unsuccessful in submitting the required documents to confirm our move via the Verizon website or by emailing them to [redacted] as instructed by customer service. We have not received any response from Verizon regarding the ETF charges. We have contacted customer service, but they were unable to assist us. Our new address is 16 Upper Meadow Dr., Staatsburg, NY [redacted]. We are keen to resolve this matter promptly. Dennis C. Account #: [redacted]-[redacted]-65 Termination date: 6/6/[redacted] Previous address: [redacted] Delcastle Dr., Bowie, MD

Since Saturday morning, our internet, cable TV, and telephone have been out of service due to an Amazon Prime truck hitting a pole with Verizon equipment, affecting about 50 homes. Despite knowing about the incident, Verizon did not proactively reach out to us. I spent two hours on the phone with them on Saturday trying to get help, but the issue remained unresolved. It wasn't until I insisted that someone come out on Sunday, as we couldn't call [redacted] due to a family member's health issue. The Verizon technician who came confirmed that Verizon was aware of the problem but opted not to fix it until Monday afternoon to avoid overtime costs. This lack of urgency during a hot weekend in New York, where emergency calls couldn't be made, is concerning. It's now Monday evening, and we still have no services, with no communication from Verizon about when they will be restored.

Experiencing ongoing connectivity issues with FIOS Internet service in zip code [redacted]. Devices show "Cannot obtain IP address" error, requiring frequent router reboots. Connectivity resumes after a delay. Multiple reports made to customer support, with suggestions of switching plans and remote gateway reboots. Considering upgrade to 2-year, 500MB plan at $39.99 to resolve issues. Contact phone number ([redacted]) 72-[redacted]. Thank you.

After canceling my Verizon plan, I was offered a great deal to stay for two years without a router rental fee if I used my own. Upon agreeing and returning the router, I came home to find my internet disconnected due to an employee error. Despite being assured of a new offer with faster internet speed, a technician visit was needed for new wiring, which was not required. The technician created a new account by mistake, charged me for unnecessary work, and failed to prorate the lost service. Despite numerous calls and chats, the situation remains convoluted with no resolution in sight.

Hello, My spouse and I recently relocated from Charlottesville, Virginia, to Mount Vernon, New York, and have been loyal Verizon cell phone users for approximately 15 years. Since moving, we have opted to continue with Verizon and have also started using Verizon FIOS for TV and Internet services. In an effort to streamline our expenses, we are interested in consolidating our cell phones, TV, and internet services into a single account to potentially take advantage of discounts such as combining services, reconnecting our landline phones, upgrading to unlimited data, or accessing Senior or 55+ plans. We are seeking assistance from a knowledgeable customer service representative to explore these options and implement the changes we select. Despite our attempts to seek guidance at a local Verizon office and through FIOS customer service, we were given conflicting information, causing confusion and frustration. Clear and accurate directions from an experienced representative who understands both Verizon and FIOS systems are essential to us. We value our longstanding relationship with Verizon and hope to resolve these issues promptly. Thank you, Judith and Richard Warner

Recently, we signed up for a special deal requiring a one-time $25 fee to avoid ongoing set-top box charges. Though we received new boxes, they lacked recording capabilities, so we reverted to our original setup. When we experienced a TV reception issue, we contacted support and provided our set-top box serial numbers to restore service. Unfortunately, we lost our recording functionality. After being transferred to a female representative, she suggested sending new boxes. Upon questioning the necessity, she instead took the serial numbers and now we are experiencing volume stuck at [redacted] on one TV and the loss of recording ability.

After being a customer of FIOS for nine years, we considered switching to Xfinity to save money. However, after learning that Xfinity would require digging up our lawn, we decided to negotiate with FIOS instead. Following multiple calls to customer service, we agreed to a 24-month contract at $[redacted] a month, making changes to our plan by removing the phone service and downgrading our channel package while keeping our 5 boxes and DVR. Unfortunately, when I received the plan via email, it was missing the DVR service we had agreed upon. Despite contacting customer service several times, my issue was not resolved until I escalated the matter to a manager, Thia, at extension #[redacted]. She initially offered to waive the $20 monthly charge but later informed me that she couldn't do so. Frustrated by the situation, I requested to cancel and was promised a callback to address the issue further, but as of now, I have not received any follow-up. This experience has left me feeling extremely frustrated, and I am contemplating switching to Xfinity and having my yard dug up as originally planned.

Issue: I scheduled a Verizon technician appointment for August 30th, but no one showed up. After speaking with Erica and later Supervisor Pam, my appointment was not documented correctly, causing frustration. Resolution: Verizon should send customers documented emails about upcoming appointments. It would have been beneficial if I had requested this during my initial call on August 27th. I had trouble getting in touch with Pam's supervisor for further escalation of the issue, as Pam put me on hold multiple times without providing the necessary information. I have noticed that Verizon employees sometimes struggle to communicate effectively, which adds to the frustration. Despite my loyalty to Verizon for their Fios TV service, I am disappointed by the appointment mishap and may consider switching providers in the future. Additionally, I faced security issues last December when an unauthorized user accessed my account, impacting my credit score. Sincerely, M. Zubrzycki

I received an email from Verizon warning that my contract expiration would lead to a bill increase unless renewed. In August, I contacted customer service to lower my bill, reluctantly agreeing to automatic withdrawal from my checking account to save $10 monthly, despite my preference against it. After multiple email reminders and subsequent frustrating calls, I addressed the issue again. A helpful representative acknowledged the system had missed processing two of my orders, blaming the confusion on incomplete submissions. Grateful for his assistance, we reconfirmed the order, reducing my bill to $99.99 per month with more changes to my account setup. Subsequently, more emails were received indicating duplicate orders, causing concern that my final order might be in jeopardy. I refrained from further calls, hoping for the correction of the situation. Noteworthy, the previous orders shared the same order number. Despite the agreed withdrawal on 9/15/19 for $99.66, $[redacted].92 was deducted on 9/1/19 from my account, adding to my distress over the billing errors and frustration with the service.

Verizon has been out twice to fix our wiring, but unfortunately, they ended up switching our two lines. The wiring is still a mess, and the calls from Home now go out on the Office line. I need a third service visit to fix this issue and to finish cleaning up the tangled wiring. I suspect I was mistakenly charged for two service calls, when the second one was just to correct the first visit's errors. I hope to have this sorted out without incurring additional charges.

I would like to renew my 2-year contract; however, there is an issue with the new contract I received. The amount does not match what was originally agreed upon. The bill includes charges for a TV service and an HD box, but I do not require them as I am using my own router. I was quoted $83, and I would like the bill adjusted to this amount by removing the TV service and HD box. I have been a loyal customer for nearly 8 years.

I am a longtime customer and believe my Set Top Box (STB) may need to be replaced, along with a worn-out remote. I have been experiencing frequent freezing issues and have had to reboot the STB multiple times, which I do not think should be necessary. Lately, I have been encountering problems with my favorite channels list. Random channels, including ones labeled as no longer available, have been added to the favorites list without my input. Additionally, I have faced difficulties adding channels as the system prompts me to try again later. Even after attempting to clear and recreate my favorites lists, unwanted channels reappear the next day. There have also been inconsistencies with the DVR, as sometimes it only displays programs scheduled for the current day and fails to load upcoming programs for the following days. While these issues may appear minor, they have been frustrating for me, leading me to believe that my STB and remote might be wearing out. Thank you, Keith H. Acct# [redacted]

I came across a post on Facebook from a retired/disabled tech who is experiencing a frustrating situation with Verizon. Since Friday, Verizon inside technicians have inadvertently erased 9 years of saved programming, including some irreplaceable data amounting to [redacted] hours, along with damaging 2 hard drives. A technician, who appeared lazy, switched 2 old set-tops with 2 more outdated ones. Despite assurances from the technician, a promised visit with a local manager did not materialize. As a handicapped individual, the poster is now speaking with their 28th representative since Friday night. The latest manager informed them that the best course of action would be to mail 2 new sets within 5 days and then call to schedule a technician visit. The poster expresses deep disappointment with the treatment they have received.

As a new Fios triple play customer still evaluating the service within the 2-month period, I aimed to upgrade my DVR service from Enhanced to Premium. The monthly fee increase of $10 was acceptable to me. I was informed that I needed to exchange boxes, which was fine, and that the exchange would be free if I could do it in person at a Verizon store. Regrettably, I am unable to visit the store due to a chronic pain condition that limits my mobility. Verizon has offered to mail me the new box but at an additional $25 handling fee. This seems unreasonable and potentially in conflict with the American Disabilities Act. Living alone and unable to ask family for assistance, I'm unsure of what steps to take next.

I recently relocated to an area without Verizon coverage. I've been attempting for weeks to submit proof via the provided link to waive an early termination fee. The initial submission was rejected due to a cutoff document. I'm struggling to resolve this over the phone with customer service. Despite multiple attempts, I receive the same link and encounter the same issue. Even emailing the document resulted in a bounce-back. I was a satisfied Verizon customer with no intention of switching providers prior to this ordeal. After this frustrating experience, my perception has been altered.

The installation lasted over eight hours. The technician left my place dirty with cables hanging from the ceiling, and the services were not working. After contact was made with a representative from India, a tech was scheduled for the next day. Leanne from customer service promised a call back, crediting me for the inconvenience and damage, but no one followed up. The second technician, Michelle, fixed the hanging wire and services, with supervisor Chiris visiting to assess and promise compensation, but no one contacted me. After their visit, the services failed again. Calling customer service led to a 54-minute hold, but Michelle returned to fix the problems once more. As the services are down again today, I have been on hold for over 25 minutes.

I was billed a setup fee for my internet service without my consent, despite my previous call to inform them of my move. The technician visit was unhelpful as the address was incorrect. The subsequent technician only made a phone call to update my address, solving the issue without physical intervention. I am seeking a removal of the $[redacted] installation charge and a refund or credit on future bills since I had set up autopay.