Verizon Fios

I have yet to receive my gift card.

I called to cancel my service with Verizon on 7/13/15 within only 12 hours of initiating my service. The salesperson I spoke to was misleading and told me I would recive channels, yet when the technician came he said the extra channels were not included in my package and I would have to pay extra for them. I was told the activation fee would be waived, but customer service refused to acknowledge that. They did not call me back as they promised to and even told me there would be a one hour wait to speak to a supervisor. The set top boxes were and older, outdated version of what was advertised on their website. The box was bulky, made a loud, humming noise, and the technician did not fix that problem before leaving. This is false advertising because I was paying full price to rent new equipment. The technician butchered my home with unnecessary drilling, stated that he was the laziest employee at Verizon, and accused me of being racist when I tried to help him find wires and outlets in my home. His butcher job caused damage to the inside and outside of my home. When he drilled through the wall he did not simply drill a hole small enough to allow the coaxial cable wire to pass through. Rather he made a large hole in the bedroom wall for the wire to reach the outside of the home. This was unnecessary and now created an opening to the outside, exposing the inside of my home to elements like wind and even ants and other insects. It also created an eye sore in a newly renovated and painted room. Later on the technician needed access to existing phone lines, electrical wires, and cable wires inside my home. Clearly he did not know where these were since this was his first time working in my home and he even asked me for the location of these lines. My husband walked around the house to show him where these were and my husband now thought it would be prudent to stay with him so that he was able to access what he needed. The technician had the audacity to accuse my husband of being racist and not trusting him because he was a man of color. My family and I were extremely offended by this comment. As a woman of color and of foreign ethnicity as well as being an immigrant myself I have endured a significant amount of racism in this country. I have been called all sorts of names and realize the importance of being sensitive to a person?s ethnic background. At no point in the day did anyone in my home make a racist statement or even make mention of the technician?s ethnicity. In either case even if my husband felt more comfortable being with the technician for safety reasons given that he was a stranger performing work in my home we now felt it imperative to watch over him while he was working. It is our undeniable right to do so without having to be spoken to disrespectfully and wrongfully accused of having ill intentions. His statements were absurd and completely baseless and left my family and I very offended. Once the telephone service was activated I used the telephone to make a call. The quality of the call was extremely poor and there was constant background noise. I even asked the technician about that and he said he would fix that problem before leaving. He stated that the phone wires were coming directly from a telephone pole and as a result the quality should be superior to my previous phone service. That was not the case and the technician left without addressing this problem. Additionally, when I used the telephone to make local calls I was asked to dial my local area code before dialing the number. This should not be the case with normal telephone service in my area. Never in the last forty years of living in Nassau county have I been required to dial the area code prior to making a local call. The internet did not function properly either. Once the modem was set up and the router was also configured on the main computer I tried to use the computer and found that the speed of the internet was much slower than my previous ISP, even though I was told by the salesperson Kenny that Fios technology allowed for a consistently high rate of internet speed of 50mbps. I even paid a premium for that speed given that I could have opted for a slower connection speed of 25 mbps for a lower monthly fee. This was frustrating to say the least. My husband then tested another computer that was operating on Wi-fi signal. The speed of the second computer was extremely slow despite the fact that the computer was brand new and was set up days before the technician came to my home. When I explained this to him he said that this matter was not his problem and that I would have to call technical support for help. He also stated that the computer was malfunctioning even though he was already told it was brand new. I called to request help after the technician left, but ironically I was told that I would have to make an appointment for a technician to come to my home and troubleshoot the problem. The technician who came to my home on 7/13 was extremely irresponsible and dismissive of this request along with all others that should have been addressed when the equipment was installed. If the service was not working as it should then the job was not complete and the technician left my home without performing what was supposed to have done in the first place. I have since spoken to multiple people at Verizon for further assistance with my order and service. When I spoke to Ian on 7/13/15 the day of the installation I told him that I wanted to cancel my service. Because he was not helpful I had to speak to someone in the technical support department and spoke to a woman named Gina (employee ID # Z151687). She then confirmed that my service was to be cancelled and issued a ticket # to me. Because I was skeptical about my interaction with her I called back and was connected to Mandy (employee ID# Z418162) a customer service representative. I explained the situation to her and that I wanted to cancel my service. She told me that her supervisor Luis from the call center in Arizona will call me back. I never received a call back from Luis or anyone else from Verizon to date even though that was promised to me by multiple agents besides Mandy. I even called yet another time on the same date to discuss with a representative how I may port back my telephone number to my previous cable company. I spoke to John (employee ID # Z686382). He explained that my previous cable company would have to initiate the process of porting my telephone number back to them. A few days after starting service with Verizon I called to speak to a representative who informed me that Verizon?s system still showed me as an active customer and that I would be responsible for any fees associated with service usage. I asked that representative to immediately cancel my service. After cancelling my service and confirming that it was indeed cancelled with more than five different employees I requested that a technician remove the hardware that was installed on the day of the installation. I was given an appointment with a specific timeframe for the technician to perform this work. However, on the day of the appointment no one showed up. I never received a call stating that my appointment was cancelled or rescheduled. I called Verizon?s customer service to inquire about this further. Instead of rescheduling this appointment I was told that they could not in fact guarantee that a technician would undo the changes made to my home cable, television, and phone service so that I could revert to using my previous provider. Instead I was told that this matter would have to be reviewed by a supervisor because it was not customary for Verizon to remove equipment once it was installed. I was shocked to hear this. By cancelling a confirmed appointment with a customer and then responding by stating that the previously promised service will not be provided is one of the most unprofessional and absurd occurrences I have experienced with a company. In doing so Verizon is subjugating their customers and not taking ethical and legal responsibility for their service commitment. Eventually after I called to disconnect my service with Verizon a technician came to my home to remove some equipment that was installed on the exterior of the home, but did not take back the set top boxes and other equipment even when I asked them to. Rather, I received an email from Verizon stating that I would be charged $650 for each piece of equipment that was not returned or would be damaged. This threatening email was unnecessary and inappropriate given that the equipment I received is not even worth a fraction of that and even otherwise Verizon now made it my responsibility to return their equipment to them when their technician refused to accept it back from me which further wasted my time. I was told I had the option of mailing it back in the box that it arrived in, but the technician took that box with him on the day of installation and it occurred to me that other packaging may not be suitable and may cause the equipment to become damaged. Since I was sent the full month?s bill over three weeks ago I have not been sent another prorated bill for my actual usage of less than twelve hours. Does Verizon expect me to pay for a full month?s service when I discontinued service within hours of starting it? is false advertising because I am

This was right after Sandy and it was impossible to get an appointment with Optimum for two months, so went with Verizon Fios instead. Installer was very helpful and professional, the installation took some time because he needed to set up everything ( the house wasn't FIOS ready).

Installer was late, late, late (despite repeated phone calls as to whereabouts). Claimed he was filling in for someone else before he was leaving for vacation next day. Did a decent enough job installing equipment, but too much time spent waiting for others (bucket truck and supervisor) to show up for needed assistance/approvals before completing different steps. Left virtually no time to finish setting up TV remote and explaining how it worked. Not all the remote buttons worked correctly and had to go to Verizon store twice to get replacements (since 1st replacement would not set up correctly through auto-set-up procedure). Still using the 2nd remote which has ongoing problems that I've just learned to live with, since Verizon charges $15 for a replacement (Cablevision remote exchanges were no charge). DVR still fails to record pre-set programs (even when a series) on occasion, so have missed some NEWS program I wanted to see, but have been able to view other types of programs from Free TV listings (just can't skip through commercials that way, like I can on DVR recording). Don't want to attempt a DVR replacement, since I would lose all the shows on the one I have if I do, so just living with it all. Phone service has gone out without notice and had to call and get system service reboot (never had that problem with Cablevision). Internet service speeds have gotten MUCH worse over the past year, even for just checking email and doing searches. Were fine in the beginning and I'm not a heavy user (no streaming, etc.) so don't see any reason why except maybe they hope I will give in and pay for faster speed (like I used to have to begin with). System check says my speed is fine (it's not) Biggest complaint is the Verizon website. You can't get a live person on the phone and have to navigate the most confusing website I've ever had to deal with. Can't type in a simple search and get directed to area on site to get an answer. Have to hunt for the correct spot where answer/instructions may/may not be shown. VERY frustrating. On positive side, many options on FIOS TV better than Cablevision. Easier to choose/set shows to record on DVR on selection to view missed shows on Free TV much more extensive than it was on Cablevision. Capacity of DVR much greater than Cablevision (where I often ran out of room). Strange that Verizon doesn't automatically provide picture in HD (i.e. CBS New York Channel 2 is not HD. You have to select channel 502 to get HD. Cablevision automatically provided HD on any channel where it was available). But again, I've gotten used to it. Website does allow you to block up to 100 phone numbers, which has helped cut down on some of the robocallers and scam charities. .

Tech came on time and installed my fios box and set up my internet. He was helpful and took time to explain what he was doing.

Verizon hires 3rd party salesmen to walk door do door and promote Fios. These people represent Fios. I was promised that my wireless and Fios bills would have 10% off if they are combined and consolidated to one bill. The services were installed, and when I called Verizon to consolidate my two bills for wireless and Fios, I was told that Fios 'does not offer that feature anymore'. Bottom line do NOT believe a word these 3rd party salesmen say at your doorstep. The ones that directly represent Fios. Hiring 3rd parties to lie is not good business.

Installation was surprisingly not a big deal even though the service "box" needed to be reinstalled in order for us to receive service. The tech who performed the install (Anthony) was extremely professional and should be commended on his beyond excellent service. I was extremely impressed considering the history of previous installers I experienced with other service providers. As far as the actual services are concerned, while very expensive they are by far the fastest and most dependable. I would definitely recommend them to a friend if they wanted to pay top dollar for a top shelf product.

No complaints. After 2 year agreement be careful of price increases.

Sevice is good, prices aretoo high !

The equipment is much better than cable. Service is very good. Much faster downloads and responsiveness from equipment. Very rare that problems occur, while cable problems were a daily occurrence. Prices are high after introductory offers end.

Install was done fast and neatly although tech was late

Have been with FIOS now for over a year. Have had no serious issues. Like the service and the internet speed is excellent.

It went very well. They gave us a four hour window and the tech called us a half hour before the window started and said he was on his way. Once he arrived, he was very professional and considerate. We had a nine month old and he was very careful to avoid upsetting the baby. When he finished he cleaned everything.

Worst customer service ever.

Verizon offered $79.99 plan however one must be careful using remote. It seems we may have mistakenly ordered a sports program package which added $20.00/month to our bill...only way to remove was to write a letter to them. Trying to reach customer service by phone requires very long hold. Once connected, I was passed to several reps sometimes landing back to the 1st dept then passed around again. This is a constant issue when trying to resolve any issue. I prefer Time Warner which is more customer friendly by phone.

Easy install and good service at a fair price.

On the day of install, tech showed up on time and was very professional at his work. He surveyed where the best place to install the fios box inside the house (basement) was and installed it with precision and skill. The box fits right in with the basement. We had been having major phone trouble with the previous provider and when I explained this to the tech he went out of his way to discover why there was a problem and quickly corrected it. Never had trouble again and the cable and internet service are terrific.

We have had a great experience with Verizon Fios. Fast internet speed, no issues with the phone service, and the multi room DVR is perfect for our family.

Very simple one phone call and the next day we had a new DVR deliver to us and we ship the bad one back to them with no charge to us Great service

I switched from Time Warner to Verizon Fios and could not be happier. The picture quality, features and internet speeds are amazing. Pricing is just a bit higher than TWC for a similar package, but the additional features I gained by switching to Fios far outweigh any differences.

While I was able to install the router myself, there are many people I know with FIOS who would not be able to do so. It is tVerizon's equiptment - should maintain their it themselves. (Similarly, the battery backup in the FIOS unit has to be replaced every few years, and, not only will they not install it, they will not even provide it (although they will gladly sell you the part - at twice the price it is available elsewhere))

triple play - lousy internet even with 25/25 speed, price increase for existing customers and very poor cust service

I've had Verizon Fios for about a year and I've never had my internet go out. That happened this week and I didn't know what to do. I called the toll-free number, and after having to say "representative" a whole bunch of times, I got to a live person. Once I got to him, it was very easy. He walked me through how to reboot the router and we checked to make sure everything was up and running (which it was). All in all they responded very well to my problem.

I find the Verizon team of Customer Service people to always be respectful and helpful. I honestly feel they have the best CS I have ever had to deal with, whether it be about my internet, phone or TV services.

Phone wait was LONG. Once I got a person he was helpful and professional. I would also add that he was patient with my lack of electric knowledge. Determined I needed a tech and got an appointment with a smaller than usual window for that same day. Technician was also punctual and professional. Issue fixed quickly and has been fine since.