VERIZON

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The FIOS TV service itself has been very reliable, though I do get more blocking and stalling than I might expect. I assume the data feed to the box slows or stops occasionally. Unlike an internet data feed, once the data is lost, there is no mechanism for having it resent. By far the worst part of the whole package is the incompetent DVR and borderline STB. The DVR just astonishes me. It has poorly written and faulty software and appears never to be updated or corrected. The DVR routinely, reliably, loses track of its disk space, an error so laughably fundamental as to make me think the software was written as a middle school project. There are many, many other problems with the software, such as showing ghost programs that cannot be played. The user interface on the DVR is easily as bad as the software is buggy. I don't know whether Tivo has all the patents and the designers of this box are too cheap to pay them royalties or whether the designers never bothered to consider the design at any length. I have been too lazy to get a Tivo to replace the box, but I am going to make that a project over the next few weeks. What is doubly annoying is that the DVR is not even cheap, running maybe $15 or more a month in fees. Further, it only carries one week's worth of program information (Tivo has two). The program information is far poorer (sparser) than that from Tivo. It is possible that Verizon has improved the DVR since I got mine and is just happy to keep charging me for this piece of junk, but I don't think I'll even bother to check. I can't recommend getting a DVR from them in any case. The STB is OK but has some of its own laughable programming or design issues. For some reason, someone thought it would be a good idea to have an and quot;offand quot; mode on the box, which isn't actually off but just puts out a screen saver or blank screen. I am baffled by such a silly arrangement; if there is some reason for having that, it should at least be a configurable option. There is very little on the STB that can be configured. I use mine with an older Tivo box, and the box creates problems that I never had with other cable boxes. So my conclusion is that the FIOS service itself is reliable and of high quality, but the equipment at my end is garbage. I would recommend getting the FIOS with a Tivo and cable card rather than bothering with the Verizon DVR.

They were suppposed to be there between 8am and 12pm and didn't show until 5pm and stayed until 10pm. They never even called to say that they were going to be late. They just called when they were 21 minutes away. It would have been a lot better if they would have let us know they weren't going to be there late. The installers used the bathroom and also urinated all of the floor and didn't clean up after himself. He also didn't clean up after the installation and my wife and kids ended up cleaning up after him.

This has been a horrible experience. I have had to take off days of work to deal with the many hours spending on the phone receiving credits back to my account. Please be very careful with these folks. Service is spotty, and repair is worse.

They are excellent. The service is excellent. For example, I had a problem with my phone which wasn't their fault but my phone's fault. They came out for a visit and were professional, took care of the problem, and lived up to all my expectations. I would recommend them highly.

I no long want fios after the dab service to get started with this service

Our phone line into the house was not working, despite Verizon's initial representation that it had "remotely" tested the line and the line was operational. We insisted it was not (because we could not get a dial tone from the box outside our home). Verizon said it would have a technician out to the house on 5 JAN 10 and that someone should be home for the technician (we called the complaint in initially in OCT 09, took Verizon at its word that the line was ok, and then realized in mid-DEC 09 that the line was not working). No technician showed on 5 JAN 10. We called late on 5 JAN 10, and a Verizon rep guaranteed us that a tech would be out that evening, that the techs were working late. No one ever showed up. We called the next day, and the Verizon rep said the tech would be out that day. We went through basically the same routine (oftentimes, a Verizon rep would "guarantee" us that we were the 1st job the next day, so we could expect the tech at our house around 8 or 9 AM) until 10 JAN 10, when a tech showed up. We gave up waiting at home for the tech (as both my husband and I are employed outside the home), but he showed up while we were at church on Sunday, 10 JAN 10 and finally fixed the outside line. We promptly cancelled Verizon's service and refuse to sign up for FIOS.

They were promoting the service and I don't remember if there was an installation charge. They were here for several hours with a crew of 2 or 3 men. It is a fiber optic system instead of copper wire or coax cable. It has a very high bandwidth and not susceptible to interference and is capable of high-speed transmissions. It is wonderful and superior. I really think it is fantastic. My television and telephones are also tied to it. The quality of the TV is uniform and terrific with over 200 channels. I used another cable provider and I was glad to get rid of them. I don't have the premium channels which would probably cost another $15.00. I have had excellent customer service. The installation was done on schedule. I was really keen to have it done because I had just bought a new flat-screen TV. They were very careful with the house and even took off their shoes. The price was reasonable. It is value for money. I am really pleased with Verizon for this service.

I signed up for Verizon Fios and requested TV and Internet but not phone. They could never find my account because they insisted on keying on my phone number which was not in their records since they are not my provider. I took a day off from work for the install and no one showed up. It took two hours for me to get someone to tell me it had to be re-scheduled. Internet was no faster than through Comcast. TV was not compatible with my TIVO. I had to go out and buy an adapter, then found out that I could no longer record two channels at once because the Verizon Fios box could only pass one channel at a time. In trying to get it all straightened out, customer service was a nightmare. I wanted to switch from Comcast because their customer service is so bad, but Verizon was ten times worse. Every time I called it took forever just to get to the person I needed to talk to and then the response was less than satisfactory, or someone would take my number and promise a return call from another department, which I never got.

Although they canceled the phone and internet services at the old house, they left the TV service active. With the account closed, they didn't send a bill - just immediately sent the charges to a collection agency and reported them to the credit reporting bureaus. To facilitate having the incorrect information removed from the reports (which they ultimately did), I paid the five improper bills. Now, despite numerous phone calls to them, I haven't been able to get reimbursed.

I placed my order on-line using the Verizon move service. My old house was not serviced by FiOS but my new location was so I signed up for FiOS phone, internet, and TV. There was an overlap when I owned both houses but I was still living in the old house. The on-line process said Verizon would contact me to schedule an install date. However, Verizon automatically disconnected my old telephone and internet service the next business day (I was out of town and had to restart it). I also picked a new phone number on-line but when I got to the new house I found I had been assigned another number (I also received messages from Verizon that my new house was an "abandoned station"). A few days later the line went dead. When I again called Verizon they could not find a record of my on-line order even though I received an email confirmation (I spent hours on the phone being bounced between Verizon copper service and FiOS). When my FiOS internet and TV were finally installed the technician (Trevor) was prompt and courteous. However, after he installed the FiOS internet and software and worked on the TV, he discovered the existing FiOS box needed replacing. When he did this work he failed to disconnect my laptop from the Ethernet connection. When he asked me to restart my laptop the screen would not come on. The technician called in his supervisor who worked on the laptop for 2 hours. He finally removed the memory cards and the system restarted. However, after he left the computer would not restart once turned off (removing the memory did not help). I reported the problem to Ms. Tyre a supervisor in the FiOS retention department (she had been working with me). She told me to contact FiOS technical support. I did and they could not help me. I took the laptop to Best Buy (Geek Squad) and the technician examined the laptop and determined the motherboard no longer was operating (cost to replace almost the same as a new laptop). I left a message for Ms. Tyre with this news and asked how Verizon proposed to fix or replace my laptop. I have not received a response.

DO NOT FALL FOR VERIZON'S MARKETING TACTICS.

I had gotten their voice mail service, which didn't work from day one. I don't think it was connected properly. I called them and they said they would fix it, but I was still having the problem a week or 2 later. This went on for 6 months, so I canceled their service.

I went 10 days without a phone, because they took 10 days to repair it. They are terrible and hard to find. They never return calls, and they have not responded to my demands. On their call line, it takes up to 20 minutes for them to answer. Sometimes they even hang up.

They have a special division for the internet service. Their customer service department is superior to the company I had in the past. The rates are very good for the quality of service you receive. I would highly recommend them.

On 2/1/07, I contacted Verizon to schedule a repair tech to install a new jack. No luck, because they could see my account, but couldn't get their system to accept a new work order. I was treated rudely by the CSR who would not give me the name of his manager. I called back and asked to speak to a manager. She apologized and told me that a tech would be out on 2/8. No one showed up. Again, I called. Again, "we can see your account, but can't get the work order accepted." Again, apologies but no luck. Today, it is 2/18 and 4 calls later. Each time, I'm told that it is escalated to a supervisor and someone will call me back. No one will tell me what my early termination fee would be.

I have Verizon DSL, which is faster than dial-up but not great. I decided to try Verizon FIOS, and ordered it. I took a day off to be available for day of installation. The in-home installation team arrived about 9am and quickly deduced that the in-ground installation team had failed to prepare the site (i.e. install a line from the Verizon FIOS box leading up to the home). The other option was to have a temporary line above ground crossing the sidewalk. I was not about to agree to such a liability and eyesore. It also turned out that the local county govt. had forbidden any digging due to a freeze of the topsoil. I lost a day of vacation time because of their failure to communicate with each other! Also, found that the ground team cannot dig until rival Comcast comes and paints the ground where their cables lie. Comcast apparently does not consider this a priority, to prep the ground for their principal rival. I have yet to hear from Verizon, I will submit another report...

THEY WERE VERY FRIENDLY AND UNDERSTANDING. THEY DID NOT ACT LIKE I WAS AN IDIOT. THEY WERE EASILY ACCESSIBLE AND RESPONSIVE TO MY NEEDS, I WOULD DEFINITELY RECOMMEND THEM TO OTHERS.

THEY CAME OUT AND INSTALLED THE SERVICE, THEY HAD TO COME BACK OUT BECAUSE THE FIRST MODEM WAS BAD, VERY COURTEOUS AND PROFESSIONAL, I HAVE HAD PROBLEMS WITH THEM.

MY OVERALL EXPERIENCE WAS GOOD. IT TOOK A WHILE FOR THEM TO RESPOND, BUT ONCE THEY DID THEY CAME OUT AND DID THE JOB. THEY CALLED AFTER THE JOB WAS DONE TO MAKE SURE EVERYTHING WAS WORKING RIGHT.