Verizon FiOS Customer Service Issues

After a power surge, the Verizon box in my basement malfunctioned, causing sparks and a smoke smell. I contacted Verizon, agreed to a $99 charge, and confirmed I was COVID-negative. When the technician arrived, he wanted to guide me from his truck, which I found unsafe as a non-professional. The technician left without assistance, and the supervisor did not offer help despite a safer option to access the basement. I have switched to another internet provider due to the lack of responsibility shown by Verizon, especially during a time when reliable internet is crucial for remote work. My last day of service was April 23rd, and I am seeking a refund for the period without service and wish to cancel my subscription with Verizon.

I initially had trouble paying with my PayPal account as I wasn't receiving the security code via text. I contacted PayPal support, and they advised clearing my browser's cache and cookies. After following their instructions, I lost access to my account due to the phone number confirmation. I am not receiving the code via text to confirm my phone number. Access to my account is crucial for me. Could you please send the code to my email instead of my cell phone? Thank you for your assistance.

Our TV service has only been working on the HD box, and this issue has persisted for about two months. Despite my fiancé attempting to address the problem, the communication was challenging. When I reached out, I faced long wait times and being put on hold after being promised callback. After troubleshooting, a representative suggested our set-top boxes were outdated and arranged to send three new HD boxes. However, upon delivery, there was a mix-up, and we received both HD and non-HD boxes. I tried contacting customer service for assistance before setting up, but after being on hold for 55 minutes until the end of the day, I couldn't get any help.

After facing numerous errors, being transferred between representatives, spending hours on calls, and receiving conflicting bills, I tried to pay my almost $[redacted] bill. However, the call got disconnected before I could proceed with payment arrangements. This led to further confusion as I received a dispute form followed by a collection notice from Sequium Asset Solutions for $[redacted].04, damaging my credit score. Despite having a goal to improve my credit before I pass away, the situation escalated when trying to settle the amount. Despite my efforts, communication breakdowns and delays persisted, leading to immense stress and frustration. At 70 years old and on a limited income, this ongoing ordeal during the pandemic has been overwhelming. I hope to resolve this issue and improve my credit score, as the mistakes and mishandling of my account have caused significant distress and wasted time.

I am currently in the process of resolving issues and getting my final bill after disconnecting my services with no changes to my contract. I tried to downgrade due to financial constraints and received conflicting information for six months. After numerous attempts via phone calls, I finally obtained the amount owed, which included an ending contract penalty. However, after trying to pay, I was cut off and had to start over multiple times. The bills I received were confusing, charging me for services I did not receive. Furthermore, I recently found out that I have a collection letter from Sequim and my credit score has been negatively affected, dropping from [redacted] to fair, which I had worked hard to achieve over two years. I have contacted Verizon multiple times, but the issue remains unsolved, leaving me frustrated. I am a low-income senior citizen on Social Security and disabled, aiming to maintain good credit for my future. I demand that Verizon removes this collection from my credit report immediately. Despite being told to contact Experian, I am adamant that Verizon corrects this situation promptly to avoid legal action.

Upon the installer's arrival, although he was somewhat courteous, his demeanor was not particularly pleasant. When I went to greet him on my front porch, he immediately told me to put on my mask and control my dog inside before he would enter. During our conversation inside, it became apparent that I had been provided with incorrect technical details and pricing for the installation. The final price quoted exceeded what was originally agreed upon. Upon realizing the misinformation, I opted to cancel the installation. After his departure, showing no concern for the misinformation, I received an email a few days later instructing me to call for FIOS service if I still wished to proceed. No higher authority reached out to address the issue. This lack of customer service is disheartening after being a loyal customer for over 30 years. This experience goes beyond just blaming the pandemic. I have escalated my concerns to Chairman Hans E. Vestberg for awareness. Thank you. - Jim S., Lewes, DE [redacted]

In April, I informed Verizon about my financial struggles due to the pandemic, making partial payments. On 6/20/20, I submitted a $[redacted] payment that not only cleared my account but left me with a $28.39 credit. Recently, I received a generic letter about a "repayment program" for my FIOS account ending in [redacted]. Despite trying to schedule a call back on their website and using their chat feature, I have not received any assistance. It's frustrating that the chat feature stops working after 7 pm without any notice. I would appreciate any guidance on reaching a competent human representative at Verizon. Thank you, L. Welsh

I have been a loyal Verizon customer with autopay for 8 years. However, recently, I was shocked to find a delinquent Fios bill on my credit report from a collection agency called Convergent for $[redacted].75. Despite never missing a payment and even having autopay set up, Verizon was unable to resolve the issue, leaving me frustrated and stressed. My credit score has taken a hit, dropping from [redacted] to [redacted], causing additional distress as I am currently battling cancer. My attempt to reach out to Verizon was met with poor customer service as I was on the phone for almost 3 hours only to be abruptly disconnected by an unhelpful representative. I am in desperate need of assistance to rectify this situation. Thank you, Gary N. Email: [redacted]

I've experienced frustratingly long wait times when trying to contact Verizon for customer support, waiting up to seven hours over two separate occasions within the last week. It has been disappointing to encounter unhelpful agents instead of receiving assistance promptly. I was hoping for resolution when reaching out regarding account issues, but instead ended up being sold additional services by a salesperson. I am not looking to enter into a new contract with Verizon. Despite the challenges posed by Covid-19, I believe Verizon has the capability to implement more efficient call forwarding to improve customer service. I would appreciate a prompt callback from the executive response line to address these concerns.

I am experiencing billing issues. I believed the account began on April 13 and expected the initial bill by the following month. I have paid four bills, but now there is a fifth one past due. Regarding multiplayer gaming, I face significant delays and 3-5 second lags for commands to execute. I tried various connections and equipment, but the issue persists. A DSL technician recommended modems incompatible with FIOS, which puzzled me as FIOS requires an ONT, not a modem. FIOS uses an ONT due to its fiber-optic network. Why would a FIOS technician provide incorrect information? This situation is frustrating, especially when I get disconnected during gaming sessions. I appreciate any help to address this matter, such as examining forward pathing and line provisioning on your end to improve the situation.

Hello Verizon Fios Support, On 8/25, I tried to purchase services from Verizon Fios on the website but my home address wasn't recognized. I called 1-[redacted]-Verizon, and spoke with Lisa, who offered to help me complete the purchase and waive the $99.99 setup fee due to the website issue. Lisa assured me the call was recorded and the fee would be waived. However, the fee is on my online bill. I've called Verizon multiple times, spending hours waiting, most recently on 9/14. I was told the problem would be resolved in 24 hours, but I haven't heard back yet. Since my call with Lisa was recorded, I am requesting that you check the phone record and fix the charge issue. Thank you, Danqun Guo

After relocating from Pennsylvania to Arizona, I faced challenges with Verizon FIOS service. Despite resolving the contract dispute and settling the account, an error negatively impacted my credit score. As a longtime customer with an exceptional credit history, I urgently need to remove this detrimental mark from my credit report to proceed with my plans of purchasing a home in my new state. I have already rectified the situation with Verizon, and I hope to restore my credit score promptly to its previous excellent standing of [redacted]. It is crucial for me to address this issue swiftly to avoid further obstacles in securing a new home.

For nearly two weeks, I've been dealing with static on my landline phone. Recently, when I receive calls, there’s no response from the caller, almost as if they can't hear me either. Today, the phone doesn't even ring at all. I'm unsure why this issue is happening and would appreciate any advice on what might be causing this. Thanks in advance!

Dear Verizon Support, We are experiencing freezing issues with our streaming services lasting for minutes and occasional audio/video sync problems. We utilize Apple TV (latest version) for our setup. Our connections and cabling are all working properly. Recent speed tests displayed: Download: [redacted] Mbps Upload: [redacted] Mbps Another test conducted five minutes later showed: Download: [redacted] Mbps Upload: [redacted] Mbps I have an additional access point linked to the Verizon Router via a CAT5e cable. The speed tests for devices connected to this router are slower but should still suffice for streaming. I have encountered similar issues reported in the FAQs by other users. Some have mentioned that Verizon Support made an 'adjustment' on their end which resolved the problem, without specific details provided. I would like to have our connection checked for the same. Additionally, I am contemplating purchasing the newer G3100 Router with an extender. Despite the enhanced connection speeds, it seems the streaming issue persists until rectified by Verizon. Can I rent these units from Verizon for testing purposes before deciding on a purchase? Your feedback on these matters would be greatly appreciated. Best regards, SM [redacted] [redacted] [redacted]

Three weeks ago, I received a call from Verizon offering a new FIOS television plan with some additional channels. However, instead of just the requested channels, I received all available channels and a bill for $[redacted].00, which I cannot afford. Two weeks ago, we had an internet connection issue that we eventually fixed ourselves. I have been trying to contact customer service for three weeks now, facing long hold times and even being yelled at by a service rep when I finally got through at 6:45 pm. Two Verizon stores I visited could not help me because they only dealt with phones. Despite the poor customer service experience, I still want the channels I originally requested without the hefty bill. I hope to resolve this billing issue promptly. Sincerely, Meredith H.

Over the past year, my bill has consistently stayed below $[redacted].00 while I was on a flexible month-to-month arrangement. Previously, under a contract, my monthly charges were around $[redacted].00. I recently received a voicemail informing me of a new price of $[redacted].00 per month, which I find completely unreasonable. I have remained a dedicated customer since [redacted] and believe I should continue to pay the original amount. The sudden increase is unacceptable, and despite speaking with a representative, the only option given was to commit to a two-year contract. They mentioned a cancellation penalty of 35% per month, which seems excessive. I was assured a callback after the representative consulted with their manager, but have yet to receive one. I am contemplating escalating this issue by lodging a complaint with the FCC due to what I perceive as unfair business practices by Verizon.

On approximately October 25, I initiated a new account agreement. The plan included retaining all features from the previous account, excluding HBO, but adding upgraded HD boxes for my bedroom and living room TVs, along with an HD box for the kitchen TV on a monthly contract. I was supposed to receive three new set-top boxes, yet none have arrived. Upon calling back around November 17 to address the issue, I mentioned that my monthly bill remained at $[redacted] without HBO. The representative assured me that the boxes were en route and, as a gesture for the inconvenience, offered to reinstate HBO Max for an additional $15 per month, making the total $[redacted]. As of November 29, I have HBO, but none of the upgraded TV HD boxes have been delivered. This situation is appearing increasingly suspicious. I urgently require assistance and view ending the service as my only alternative.

I received an email reminding me of an outstanding balance for my closed Verizon account ending in [redacted]. The email stated that there is an amount of $[redacted].2 due. I was informed about different payment options available 24/7 and was encouraged to make a payment to update my account balance promptly. The payment methods mentioned include using the My Fios app, paying online at verizon.com/payonline, or calling 1.[redacted].Verizon (1.[redacted]). It was mentioned that a $3.50 vendor fee applies for phone payments. The email also highlighted that late or missed payments might impact my credit report. I am seeking assistance as I am unable to make the payment online and need an explanation.

Recently, I've been experiencing issues with the on-demand service not working. After a frustrating two-hour call with tech support, I discovered that Verizon updated their software but failed to include my three set-top boxes in the update. This has led to the inability to access on-demand content which is part of my service. I am requesting that Verizon provide me with the three set-top boxes without any extra charges or alternatively, install the boxes, charge the upgrade fee, and provide a monthly credit to compensate for the inconvenience.

After setting up my new smart TV, I became concerned about the security of my online activities due to the access it had to sensitive information. Seeking assistance, I contacted Verizon tech support, hoping for guidance. However, my experience was disappointing. The representative tried to persuade me into purchasing a new router, despite my current one being relatively new. After a lengthy conversation, the tech support person eventually acknowledged that the upgrade wouldn't significantly benefit me since my house is wired with coax, and the new router is better suited for Ethernet. Feeling frustrated with the lack of helpful information and inability to address my inquiries about security measures and adding a VPN, I ended the call dissatisfied.