Verizon FiOS Sucks

Date: December 17th, 2007

Had a busy rest of the day that Sunday and work on Monday so I didn’t think much about the previous day’s outdoor installation.

Just after 4:00 PM I get a call from my wife telling me that when she got back from picking the kids up at school there were 2 Verizon work vans outside the house. Verizon reps told my son they were here to install Verizon FiOS Triple Play inside the house.

My wife calls me to ask me what I want to do - at this point I tell her to:

• Ask them for the order number (since I never had an order number to reference when calling customer support)
• Ask them not to complete the indoor installation because we had been told the order never went through and never would be installed.

My wife proceeds to inform the installers that we had ordered the Verizon FiOS Triple play 6 weeks ago but when called to check there was no record of order being placed and that we were told that nothing would ever be installed. My wife apologizes for their wait but also tells them that no one ever called and scheduled installation either. Installer informs my wife that they were scheduled to come between 9 and 5 and had been waiting 30-40 minutes and also says that it happens fairly regularly.

At this point, the installers insist that if we don’t allow the installation at that time they will be forced to call in to Verizon telling them that we had canceled the order (most likely to still get paid for coming out and attempting installation). My wife disagrees and says that we were told the order was never completed and no installers would ever show up.  She wants them to give us an opportunity to call Verizon support (overnight) with the order number to understand what is going on. Installers refuse to budge on this point so my wife just gets the information that I asked for and lets them leave, presumably to call in the cancellation.

She calls me to tell me what happened and gives me the order number…but the fun is just beginning…