Verizon FiOS Customer Service Issues

I recently signed up for internet service as a new customer and scheduled the installation for Tuesday, 10/8. The technician, John, set up the router but mentioned there was an outdoor issue with a cable that needed to be spliced. He arranged for outdoor technicians to fix it, but the problem persisted. After contacting support, I was informed that the internet was down building-wide and could take 24-48 hours to resolve. Despite follow-up calls, the issue persisted until Friday, 10/11 when James fixed the cable, and I finally had working internet. Considering the 8-day delay, I am hoping for a possible discount for the inconvenience.

In July, I contacted Verizon and spoke with a representative who recommended an upgrade that required a technician visit. They mentioned a $[redacted].00 charge that would be waived upon installation. Despite initial hesitation, I agreed based on the assurance that the fee would not apply. However, upon receiving the bill, the charge was not removed. Despite my efforts with Verizon customer service, including speaking with supervisors and filing a complaint, the charge was not waived as promised. It has been frustrating dealing with conflicting information and inadequate resolutions. I feel misled and believe Verizon has been unjust in their practices. I seek a full reimbursement as initially indicated by the representative. This has been a stressful experience, and I hope for a fair resolution. Thank you, Sureshbabu.

I have Verizon Fios Residential Internet service at my home in Vienna, Virginia. Recently, a Verizon technician installed a new router for our home Wi-Fi. The issue is that the router was placed in the wrong location, 6 inches from the exterior garage door in our unheated car garage. This is problematic because temperatures in the garage fall below freezing, which can damage the router. To rectify this, we need a Verizon technician to reinstall the router inside the warm house instead of the cold garage. Can you please provide the earliest available dates for a technician to visit our home in Vienna, Virginia?

On Wednesday, October 16th, I spent a considerable amount of time chatting online with a customer service representative named Evangeline. I informed her about a charge on my account for an un-returned modem, even though it was returned. I detailed the events that started in August when our FIOS TV began losing features like DVR and On Demand. After numerous calls, FiOS sent a new modem that didn't resolve the issue. A technician named Michael visited on 8/18, fixed the problem, and took the old modem. I explained all of this to Evangeline, who reassured me multiple times that she would resolve the matter. I have attached screenshots of our conversation for reference. The extended time without service, the struggle to restore it, and being charged for something we didn't do are unacceptable. We demand an immediate resolution and a phone call from a representative. Please contact us at [redacted].

I contacted Verizon a few months ago because our internet was frequently cutting out. The technician came and did some work outside and suggested we might need a new router. After he left, the issue persisted. We went away and returned to find the new router still boxed up. Upon calling Verizon again, a second technician came and installed the new router, but I received an email billing me $99 immediately after. When I inquired, "Yam" mentioned she would follow up on 10/25 about the charge reduction, but I never heard back. After enduring several hours of hold time, I eventually spoke to someone who could only offer a $40 credit. Despite "Yam" promising to waive the charge, nothing was done. I find this situation highly unfair as the initial problem was not resolved. I feel frustrated and considering canceling the service if this issue isn't resolved promptly.

When playing back recorded programs on the DVR, there's a significant issue with playback. The system freezes for over a minute and occasionally resets itself. This problem does not occur with live programs. On October 10, [redacted], Paul (Tech# KGE) visited and replaced a faulty ONT and two splitters, ensuring the signal was now "good." Despite this, the problem persists. Historically, we've replaced the DVR multiple times as a temporary fix, as the issue resurfaces, causing freezing during recorded playback.

A few months ago, I purchased a new iPhone with a "buy one, get one free" deal from Verizon. I was informed that I only needed to pay the taxes for both phones at the store, which I did. However, after receiving the new phones, my bill skyrocketed from $95 to $[redacted] per month. I contacted Verizon several times and was told that unauthorized charges like a protection plan and insurance were added to my account. The representative assured me that my plan wouldn't change and that I would be refunded for the additional charges after the first two months. Unfortunately, after four months, I still haven't received the refund and I'm still paying for both phones. When I spoke to a representative, they suggested switching to an unlimited plan to avoid paying for the second phone. It's frustrating that Verizon seems to be misleading customers and not honoring their promises.

I have been trying to use the reward I received for subscribing to FIOS TV service to purchase Samsung products online. Initially, I redeemed the reward, visited the Samsung site, selected items, and entered my credit card details. Unfortunately, before finalizing the transaction, all the information got lost on the website. Samsung customer service suggested that Verizon might be able to help reactivate the reward. However, because I couldn't complete the order, Samsung is unable to trace it. When I revisited the Verizon email with the reward redemption link, I couldn't find an option to redeem the reward. Although the Samsung site shows the status of my incomplete order, there is no way to return and finish the purchase using the Verizon reward amount.

Our FIOS equipment was installed in mid-November, and the technician used temporary cable. They promised someone would replace it with permanent wiring within a week. Despite contacting “Miss Utility,” there has been no progress in connecting with the contractor who handled our Verizon installation. Our yard is marked with red and yellow flags and temporary wiring, and we are eager for Verizon's installer to come and replace it promptly.

I recently ordered FIOS, and installation is scheduled for Monday, December 9th. During my purchase a few minutes ago, I opted for "Bring My Own Router" to avoid renting one. However, I received an email from Verizon detailing my services, and it shows a Router rental for $15 monthly. I did not request this service and need the order description updated to remove it.

I was recently charged $22.92 for a children's movie "Abominable Snowman." I am an 84-year-old disabled veteran and do not watch movies. I believe I may have accidentally pressed a key as movie ads always appear on the screen when I turn on the TV. This happened on December 3. I kindly request to cancel the charge and have the amount credited back to my account. While putting movie ads first may be a good business strategy, it can be confusing for older individuals like myself.

I need to reach out to the financial services department regarding an issue with my financial status. The check I've been expecting since the beginning of the month is delayed, and the issuing financial institution is currently addressing the matter. My payment deadline is December 15th, so I must speak with a representative to explore possible solutions before facing suspension.

My Fios TV screen got stuck on a page instructing to press "okay" to buy an event program, which I didn't want. I couldn't exit the screen and turning the TV off wasn't possible. After resetting the Fios box, the TV is now frozen on a screen showing "FIOS" with the date and time, asking to press any key to watch, but nothing happens when pressing a key. I need help to get my TV back to normal functionality.

On 12/20/[redacted], I had a conversation with a representative about the continual rise in my bill after renewing my contract. In addition, I noticed an extra $4.00 charge per month for my outdated set-top box, which I've had for about 10 years. The first representative acknowledged the issue and suggested I receive an updated box, so they transferred me to the service department. Although there was confusion, they too agreed to provide a new set-top box at no cost. However, they mentioned a $25.00 shipping fee that they agreed to waive due to the prolonged use of outdated equipment. After being transferred to a third person, there was a lack of understanding, and the individual I spoke to was hostile and argumentative. Despite spending nearly an hour on the phone, the situation was not resolved, and I decided to end the call after encountering an unhelpful representative.

I had a Verizon Fios subscription that I cancelled due to moving to a non-FiOS area in June [redacted]. I was incorrectly charged a $[redacted] Early Termination Fee which was supposed to be waived once I provided proof of moving. Despite providing proof and being approved, the refund never appeared. After numerous calls to customer service, I was finally able to get a refund issued by the Financial Services Department in September. However, in December, I received a collection notice for the $[redacted] fee even though my account showed a $0 balance in July and August. Despite multiple attempts to resolve this issue by calling different departments, transferring between representatives, and waiting on hold for long periods, the problem persists. Recently, a representative in Billing has assured me that the charges will be removed, the collections company will be notified, and I will receive an email confirmation. I remain skeptical until I see the issue resolved.

My internet speed has been consistently slow, requiring frequent resets. Despite contacting Verizon before, the issue persists 3 to 4 times a week, prompting me to use their speed test. However, the test resulted in errors and I have been unable to reach a representative due to long hold times, waiting for over an hour. I pay for internet service monthly and expect it to work reliably. If this problem continues, I may seek compensation for the inconvenience and consider terminating my contract with Verizon.

I attempted to contact customer service to switch my current package from Triple Play to Mix and Match as advertised. The representative I spoke with seemed to struggle to understand my request and insisted I could only make changes online. I would prefer to speak with a representative in the United States who speaks English fluently and can assist me with the changes over the phone. Alternatively, I am open to visiting a physical location for assistance. I am frustrated with the current level of customer service. Please provide a contact number for an English-speaking representative or a physical address. I prefer not to communicate via email. If this request cannot be accommodated, please cancel my service. Thank you, Chuck P.

I recently agreed to a new Verizon Fios contract today at 4:59 PM, 29 February. However, upon trying to use my DVR on my Smart TV, I noticed it was disconnected, while the one on my older TV was fine. A message prompted me to "upgrade your Ver...DVR service today and record up to [redacted] hours of..." This option was never offered to me by David, which has left me feeling upset and frustrated. Another concern I have is that when I tried to change my package to avoid paying a sports tax for channels I don't watch, I noticed that Verizon conveniently removed my top two favorite channels when choosing new packages. This feels too coincidental to be just chance. I believe customers should have the ability to select their preferred channels without unnecessary fees. As a customer, I value transparency and fair choices.

To Whom It May Concern, I, Roldy J., have been employed door-to-door on behalf of Verizon Fios through a subcontracted company named Fortis Enterprises for the past six months. During this period, my work ethic has been unparalleled in the door-to-door industry, resulting in a significant number of new customers for Verizon Fios. I believe I am a valuable asset to Verizon Fios and deserve fair compensation for the hard work I have dedicated, especially considering the challenging weather conditions I have endured. Unfortunately, I have faced issues with payment discrepancies as I am only compensated for orders approved by Istvan S. (owner of Fortis Enterprises), which I find to be unjust and unfair. I have brought up this ongoing dilemma to the attention of the NJ Division of Wage and Hour Compliance, seeking resolution and fair compensation for my diligent work. I sincerely request your assistance in addressing this matter and ensuring that I receive proper compensation for the orders I have successfully secured. Despite the challenges, I remain committed to my job and recently completed six orders for Verizon Fios on Sunday, March 8, [redacted]. My current agent I.D is Roljoscr1, and my previous one was Roljoscr0. Thank you for your attention to this matter, and I hope for a prompt and fair resolution. Sincerely, Roldy J.

Approximately 20 months ago, I had internet service under my name. After a divorce, my spouse agreed to transfer the service to her name since she stayed in the house. However, instead of doing so, she changed all the contact information on the account without my knowledge, including the phone number and email address. Subsequently, she entered into a 2-year contract for cable and internet. I began receiving collection calls and emails about 5 months ago, with a significant portion of the debt being attributed to equipment and an early termination fee. Despite returning one television box, the person now responsible for the account refuses to pay the remaining balance or provide any additional equipment. Due to the challenges presented by Covid-19, I am unable to return the box in my possession to offset the debt. The account has now been passed on to a debt collector. Despite my numerous attempts to explain the situation to Verizon, I have struggled to resolve the issue. The company allowed someone to enter into a contract without my consent while the account was still in my name, and additional equipment was sent out without my authorization. I am willing to pay the past due amount and return the modem, but I had hoped the termination fee could be waived given the circumstances. Unfortunately, my interactions with multiple customer service representatives have been unproductive as they are unable to access my account due to the changed information. I request assistance to rectify this situation promptly before I resort to sharing my negative experience on social media platforms and exploring other service providers.