Verizon FiOS Sucks

17 responses so far ↓

• 1 MA // Dec 21, 2007 at 6:46 am

  I had a similar experience when I signed up for FiOS in November 2006. It took a month for Verizon to install it, and that was after I had to request another order.

  Less than 24 hours later, I told Comcast to put their stuff back in and cancelled my Verizon order. A year later, and Verizon is still billing me, yet they have no record of me in their system when I call to tell them I’m not a customer.

  I feel your pain. Verizon is a lousy company.

• 2 ken g // Dec 26, 2007 at 4:18 pm

  Well, Verizon just wasted one of my precious days off by screwing up their scheduling! I was scheduled for FIOS installer to arrive TODAY and nobody came. I have called their 1555 number to complain and got a recorded message that my call cannot be completed about half of the time! Their stupid automated voice response system is frustrating as hell. After an entire day of frustration, I haven’t decided if I’m going to reschedule or cancel the entire order. VERIZON SUCKS!!!

• 3 BobM // Jan 3, 2008 at 2:49 pm

  I’m glad I stumbled on this site so I can vent too. Verizon in Virginia SUCKS! I’ve had FIOS installed and operational for just over a month and it has been a daily fight with support and billing. Currently I’m on hold (it’s been 35 minutes so far). My first bill came from Verizon FIOS for $410. It should have been $99 plus the fee for boxes. I reluctantly paid it to avoid late fees and now I check my bill online and it says I owe an additional $249.33 for broadband services. ARGH!!! If I ever get an operator to answer the phone, I’m going to reach through the phone line and choke him. I still haven’t received the free HDTV and cant get a status on that either. I wish went with Direct TV.

• 4 Chris // Jan 4, 2008 at 3:19 pm

  Check out my blog - Similar problems; still have more to post. Problem is I had a different phone co. w/ DSL which apparently was the “problem” for verizon. So i finally have FIOS, but it would have taken twice as long to get the DSL back online - still on the fence whether to ditch them in a few months. The TV service is “ok” but like Directv better. Not to mention I get to keep the directv box since I paid for it. I hate paying $5/month for each box. Phone is still not on Verizon. It’ll be fun getting everything under the bundle when it is all installed!!!

• 5 RichmondG30 // Jan 10, 2008 at 7:06 pm

  Here is the Verizon story from hell. I signed up for FIOS TV last month. On the day of the install, I had a 8AM-noon appointment. After calling and screaming, the technician showed up at 4:30. Being a glutton for punishment, a couple weeks ago I ordered an HD box since we just bought a new TV. CS Rep said it would take 2 weeks to arrive by mail. Two weeks later (oh joy! no box), called Verizon CS to find out where my box is. Long story short, spent 110 minutes on the phone two days ago. THEY COULD NOT FIND ANY ORDER FOR ME. After complaining, they agreed to have a tech deliver a box and set it up today (between 8AM and noon). Surprisingly, tech never showed up. Called CS at 1:15 and, guess what: THEY COULD NOT FIND ANY ORDER FOR ME. Asked to speak to a supervisor. After 39 minutes on hold, got disconnected. Called back and asked to speak to a supervisor. Held for 1 hour and 19 minutes and got a supervisor on the phone at 3:50 PM. Ms. Tanya Fobbs (crack CS Manager) assured me she would call the dispatch manager and get a box delivered to me, by the manager if necessary. I made her promise that she would absolutely call me back with an answer TODAY. It is now 7PM Eastern and (you guessed it again), no phone call. I have her direct number (Number redacted by admin), and plan to call her until she fixes the problem or changes her number. Again, her direct line is Number redacted by admin. If you would like, please feel free to call Ms. Fobbs at Number redacted by admin and tell her about how much you love Verizon. If I added up every poor customer service experience I have had in my 43 years on this planet, the SUM TOTAL would not even approach the screwing I have taken from Verizon. If you have not done so yet, PLEASE DO NOT DO BUSINESS WITH THIS COMPANY! YOU WILL LIVE TO REGRET IT. I PROMISE

• 6 Shawn // Jan 11, 2008 at 3:46 pm

  Hi Matt
  I set up an order for fios TV Internet and phone on December 30, i called to check my order on the 3rd after a hold time of NOTHING when calling the 888-553-1555, the rep was very nice and found my order after almost 30 seconds, he said it was all et and would be installed on the 7th between 8 and 5….. i SAID why so long? and he explained that they give a tech a morning appointment and an afternoon appointment, since only 2 installs per tech can be done. and that if they go to the 8 to 12 job and that guy is not home or awake they will come right to mine. so on the 7th at about 9 am the tech came to my door. and did his full install in about 4 hours. he was very cool and explained everything to me before he left. needless to say if this is the absolutely beautiful picture that i will get from them and my data at 20/5 speed stays over the 20/5 yes that right OVER “no shared bandwidth” stays like this i will NEVER LEAVE and i have made over 600 in gift cards for referring friends. But i did have a HORRIBLE TIME WITH COX AND THEIR 12/2 speed never getting over 7 and the Pic ov cable TV could never be as good. and after i post this here i will go cry about them on some losers sight that i seen coxcablesucks.com can you believe that he PAID for a site like that i mean COME ON GET A LIFE.
  Take care all
  Shawn

• 7 Matt // Jan 11, 2008 at 3:56 pm

  Shawn,

  Glad you had a good experience. I am sure that most companies (Verizon included) work to get the vast majority of their orders and installs to go so smoothly.

  It wasn’t so much that I had a bad experience - I expect that. It was how bad the experience was and the end result.

  Thanks,
  Matt

• 8 Bethany Matz // Feb 5, 2008 at 12:40 pm

  I have had an unbelievably frustrating experience with Verizon FIOS. If anyone is looking for a witness in a class action against Verizon, please contact me. Over two months ago (!), I placed an order for an HD-DVR box with Verizon and still have not received a box, after having spent many hours on the phone with countless “customer service” representatives trying to find out what happened to my order. No one can tell me and no one takes any responsibility. Each time I call, I get transferred to another department. Verizon is now telling me that HD boxes are back ordered for FOUR months, and I’ll just have to wait. What a horrible customer service experience. Do NOT sign up for FIOS right now if you want HD TV.

• 9 Lynn // Mar 24, 2008 at 12:16 pm

  A word to the wise….Do yourself a favor and stay away from Direct TV. I finally dumped them. If you like being charged a fee to order a movie over the phone ($3.00 over and above the cost of movie) or ($5.00 over and above) to get help when ordering a movie or you don’t mind paying them $50.00 to reset your DVR then go with them. I’ll take Verizon any day over Direct TV.

• 10 William // May 7, 2008 at 1:00 am

  Well, I have an EXTREMELY crazy story. First of all, at the end of the day, I love the Fios TV and Internet service, so let’s make that clear. Now, the nightmare. My wife and I came into some hard times, and neglected to pay our bill for a few months. This wound up turning into a $600.00 (and some change) bill. My TV service was turned off, and rightfully so. We finally get back on our feet some, and I decided that I would try and pay the bill. I call Verizon to do so. I’m on the phone 1 1/2 hours waiting and being bounced around because they had my phone number screwed up. I was finally told that I would have to pay the full amount to get it turned back on (TV). I didn’t have 600.00 to throw, but I had half. So I decided to pay $350, go without TV for another week, and pay the balance a week later. So I get transferred to someone else, and the Verizon CSR now tells me that I have a ZERO balance. Now I’m confused. Mind you, I was TRYING TO PAY THEM!! They give me a confirmation number and CUT MY TV back on! Of course, I didn’t dispute it…who would…I TRIED TO PAY, RIGHT? By now I’m thinking “this is my lucky day.” 4 days later, the TV goes off again. I call to find out what’s up. I’m on the phone another hour! They say my service is suspended for non-pay(which is why I tried to pay them) Verizon can’t find my balance…they say “Sir, you have a $60.00 credit.” Your service will be back on in three hours. Didn’t happen. I call back, stay on the phone for yet another hour, and they finally find my balance of $618.00. Now at this point, I feel that they should take a lot less, because it was their mistake. So I call back yet again. I go through another series of being bounced from one dept. to another, this time 2 AND A HALF HOURS! All of the people I talked to agreed that I shouldn’t have to pay the full amount, but they kept bouncing me to different departments. Now I’m pissed. I FINALLY get to the right dept., (FIOS Financial services) and they say “Pay $377 and your service will be back on in 3 hours.” I finally win, right? WRONG! MY cell phone loses signal as I am about to pay!!!!!!(sounds like I’m making this up, right?). I wanted to FIGHT at this point. So I call back again today (tues. May 6, 2008) and get back to the payment. I actually pay the $377 and again am told my service will be on in 3 hours. Didn’t happen (yet again) .
  I call back, get bounced around for ANOTHER HOUR AND A HALF, and NO ONE CAN HELP ME, even though the payment has posted!!!!! As I type this long and seemingly ficticious post, my tv is still off! After these roller-coaster couple of weeks and more than SEVEN (7) HOURS TOTAL BEING BOUNCED AROUND ON THE PHONE, if I don’t see video on my screen tomorrow, I’ll just have to go with a dish! SCREW VERIZON CUSTOMER SERVICE!!!!!!!!!!!!!!!!!!!!!! GOD DOGGIT! (I don’t cuss)

• 11 Colleen // May 20, 2008 at 2:00 pm

  I repeat DO NOT get Verizon!!! We love the phone service but someone came to our door and told us they were changing service in the neighborhood and that my mother had to sign a form. Once that happens I get an email in my computer stating that we ordered Verizion FIOS!!
  She didnt know what she was signing and for 73 she is pretty sharp!! She was under the impression that she was signing for a repair not an order of cable and phone and Internet. We have the phone and internet but she wants to keep her Comcast cable. She is livid it was misrepresentation and they are playing tricks.
  If I didnt have to have the phone service I would drop it in a minute!!! You can never get through and although I dont blame the customer service reps (most of them are nice) we are at the mercy of a monopoly and they know it. Their customer service for cell phones sucks!!! I have TMobile and they have great customer service.
  Everyone I know that has verizon for cell phones hates it and they are switching to other companies. Verizon will bounce you around and trust me if you dont pay your bill they WILL cancel your service and you will go around Robin Hoods barn trying to get someone on the phone.

• 12 Matt // Jun 17, 2008 at 10:52 am

  I can not even begin to tell you how much time I have spent with Verizon on thier Triple Play Bundle issue. I ordered it back in January, and it took a month to get everyting installed, but then the billing was screwed up for months sfter that. I have never received the free HDTV. I never got a bill for any services for 3 months, and they shut off my internet services twice for non-payment. When I did get a bill it was over $400.00 and was wrong, being billed for stuff I never had. I just finally a week ago got all my services on the same bill. I probably have spent over 40 hours on the phone with them, plus I have 4 pages of notes. I have written letters to VP’s at Verizon, and never got a response. This has been one of the worst customer servi=ces expereinces I have ever had

• 13 John // Jul 9, 2008 at 11:44 pm

  I’m just a kid, and I can say that Verizon is HORRENDOUS. At first I thought it was going to be great, having the free TV in my room, but they really push my buttons. Honestly, they say that they are better than Comcast, but I beg to differ. At least with Comcast you can get to customer support when when the cable goes out, and they don’t break their promises. Verizon on the other hand is like AOL, but magnified 1000x
  First my dad ordered it, then the first bill came a month later, and it was a bill, and it was for $200 AND THE FLIPPING SERVICE WASN’T INSTALLED YET.
  Then a second bill (the service was installed) $200. We signed up for the $99 Plan. We had nothing ON Demand, and we barely used the phone and internet. Everyone in my house was beginning to wonder weather Verizon trains their associates to lie.
  Now we cant take this anymore. We are switching DISH Network, and Comcast for internet and phone. I hope they work out.

  I have read the Verizon service agreement (the one about the early termination fees) and the things you’re bound by are absolutely idiotic and absurd.

• 14 Danelle M // Jul 26, 2008 at 1:52 pm

  My husband and I saw that they were extending the free TV offer until Feb 3. So in Jan 2 we called and ordered the Fios Triple play bundle. We oredered an extra channel and the boxes we needed. What started out as 99.99 ended up being 134.00 a month! The install date was set for Jan 30. Verified with representative about the free TV, she said it would take between 8-12 weeks.

  I took off work for the install date. The Tech showed up and everything went great. Some issues with the wireless connections but will hopefully get them resolved.

  Time went by and no TV, but they did say 8-12 weeks. May 10 comes so my husband calls verizon and the gentleman tells my husband that the free TV would not work with our service because we have, I believe the 5/10 service. My husband did not quite understand what all of what he was saying so told him he would call back when we were both home.

  We called back May15. I was told we did not qualify for the service. I told her we ordered Jan 2, fios triple play, in the state of Maryland. She looked again and said you do qualify and it was not finalized (I guess submitted). She said she will put us in the database and we should have the TV in (another) 8-12 weeks. We asked for confirmation, she said no letter is needed.

  Well you guessed it another 8-12 weeks later,not only no TV yet, but now we do not qualify. You guessed we called this week for the status and we were told WE ordered the wrong bundle, the correct bundle was 20/5 or higher.
  WE apparently ordered the 10/2, hey did I type the order into the computer no! This is not what we were told in May. They went on to say that on May 15 we refused to upgrade to the correct package, so there is nothing they can do. They will not listen to what I said happened on the calls because it is documented in my account (anyone can write what they want).
  They also said there was a new offer until Feb 16. I tried to explain the 2007 offer was EXTENDED until Feb 3. they said it was not.

  You check wesite after website you can see the offer was extended until Feb 3 and Feb 16. Key word is EXTENDED. One expected to get the Bundle for 99.99 and a free TV.

  I found a number from people complaining like this site and called Executive Services. All they offered us was 200.00 off our next bill. One and a hlf months free (first month if you add the extras to it, wow) I want what I expected to get (the free TV) nothing less and nothing more.

  I have sent a letter to the Maryland FCC board and am in the process of writing to the Maryland State’s Attorney’s office. They need a “Class Action Lawsuit”. They have “Baited America then “Switched everything around on us. The Customers whom have ordered in Jan and Feb (most of us who have not recieved the free TV or the letter confirming it) more than likely will have a response, “YOU ordered the wrong service You do not qualify, Sorry”.

  Where is my justice I am stuck in this contract for TWO years. But if I do not pay they can take me to court for breach of contract…where is their Breach of Contract”!

  Frustrated in Maryland

• 15 joseph // Jul 27, 2008 at 7:12 pm

  I Think that you are a loser and that you need to relax, shit happens, who cares about your verizon order and what you think of it, if you wanted it that bad u would have placed another other, and oh your vonage account sucks, sooo u should really be begging verizon for u to take ur order, HAVE FUN WIT UR VOIP VONAGE!!!!

• 16 Danelle M // Aug 4, 2008 at 8:48 pm

  I would like to start a class action lawsuit.
  Any lawyers out there with info on how to go about this?

  Please help

  Thanks

• 17 Sadia Quazi // Aug 7, 2008 at 5:08 pm

  Hi,

  I got Verizon FiOS triple play installed. Verizon also Bumped AT&T ( as long distance telephone provider) with out my permission. But they did not replace it wih any of their long distance package. Resulting, they charged me $4.00 Per minute when I called Austalia. When I protested they cut of my services and forced me to pay the full Amount. After paying the full amount they still have not restored my services. It is impossible to get any body to talk to with out spending 30 minutes recorded questionair.
  Even Verison reatail shops dont have access to account to help and they have the same communication red Tape.
  I recommand dont buy verison it is not worth it.

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