Verizon FiOS Phone Number
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Our Editor's Notes on Verizon FiOS's Phone-Based Customer Care
Verizon FiOS is a bundled wireless communication service that provides home phone, Internet and television service to its customers. With over five million customers in nine states, Verizon FiOS operates a busy customer service operation that includes phone-based customer care.
Why do People Call Verizon FiOS Customer Service?
Many people prefer to ask questions and resolve issues via a conversation with a customer service representative. The reasons why people call Verizon FiOS are varied and include:
- Starting new service
- Adding or changing services
- Questions about available services
- Canceling services
- Requesting technical support
- Billing questions and issues
- Scheduling technician appointments
- Transferring service due to relocation
- Arranging for the return or repair of equipment
Tips for Calling Verizon FiOS Customer Support
Many people find calling customer service to be a frustrating experience, even when the customer service is of high quality. Here are some tips for getting the best results from your call to Verizon FiOS customer support:
- Be sure to have your account number handy when calling Verizon FiOS customer service. Your customer service representative may have an easier time locating your account if you can read the number it him or her over the phone. You can find your account information on your bill or from your online account dashboard.
- If you are calling for technical support, be aware that the phone representative may have to run remote diagnostic tests on your equipment. If you are calling about your television service, make sure you are calling from a place where you can see your TV and use your remote control.
- Similarly, if you are calling about your Internet service, make your call from a room where you can access your computer and your router.
- Verizon FiOS offers a phone call-back service. You can avoid waiting on hold by requesting a call from the next available customer service agent from Verizon's website or mobile app. You can also schedule a call for a time that suits you best.
- If you call Verizon FiOS customer service and find yourself in an automated voice mail menu, keep pressing 0. You'll eventually be connected to a live agent.
How do Consumers Feel About Verizon FiOS Phone-Based Customer Service?
Customers have mixed feelings about Verizon FiOS customer service, which isn't unusual: Many large companies struggle to maintain consistent customer service throughout their organizations.
One major consumer advocacy website's "consumer choice" poll gave high marks to Verizon FiOS within its Subscription TV category.
On the other hand, a writer for a major IT publication reported in December of 2019 that he was given abysmal customer service by Verizon FiOS when he wanted to cut the cord and purchase stand-alone Internet service. He was put on hold for long periods of time and was quoted one price, only to be told that the original quote was wrong and that he'd have to pay a much higher amount each month.
What Kind of Things Can Verizon FiOS Customer Service Resolve?
Most consumer issues can be resolved through a call to Verizon FiOS customer care. These issues include starting, ending, changing, and transferring service, technical support, and questions about your bill.
While problems with equipment and wiring can often be diagnosed, and sometimes even resolved over the phone, some situations require a technician visit or sending equipment in for repair. A telephone representative can offer guidance and instructions, but a resolution won't happen over the phone.
What if my Call to Verizon FiOS is Unsuccessful?
There are few things more frustrating than waiting to speak to a customer service representative only to have to end the call feeling that nothing got accomplished during your conversation. There are, however, things that you can do to address the issue, including calling back or getting in touch with Verizon FiOS through other means.
First, though, take a few minutes to jot down some notes from the previous call. This can be useful when trying to escalate your concern with Verizon FiOS.
Next, write down what your issue is, what you've tried to do to resolve it and what you'd like Verizon FiOS to do for you. By having this information in front of you when you reconnect with Verizon, you'll be better able to stay on point and communicate your situation.
Once you have your completed notes in front of you, try one of the following:
Call back: Verizon FiOS representatives are people and some are better at their jobs than others. The next agent you talk to may be able to resolve your issue or send it to someone who can.
Try live chat: Verizon FiOS offers a live chat option from its website and mobile app. If you are more comfortable communicating in writing, live chat may be for you. Text-based communication also provides you with a record that can be useful if you need to escalate your case.
Reach out via social media: Verizon FiOS maintains a presence on multiple social media platforms. These platforms are monitored by customer care specialists 24/7. As with live chat, you'll have the benefit of a text-based record of your conversation with the agent.