Since Verizon Customer Service finally helped me on December 27th there has been no change in status at all:
- It is 16 days later and my phone service is still crippled from the lost Verizon FiOS Triple Play Order, Unscheduled FiOS Installation followed by Verizon Slamming me and, finally, Verizon FiOS Disconnected my Telephone. (Read about the entire Verizon Customer Service ordeal that resulted). I consider my phone service crippled because people calling my number doesn’t actually ring the phone inside the house - it simply rings and then allows them to leave a message which I have to retrieve manually.
- Still playing the waiting game with Vonage - they said it would take 8-10 days to get my number back again.
Although the Internet buzz has died down since the incident started yesterday marked a milestone for marketing the site with 104 visitors finding the site from Internet Search engines (99 from Google). This includes kewords like “order fios”, “verizon fios deals”, “fios triple play” and others.
Keeping my fingers crossed that my phone service will be restored shortly.
6 responses so far ↓
1 Chris S. // Jan 3, 2008 at 3:11 pm
I wish I would have done some more research before allowing Verizon FIOS to screw me like they’ve apparently screwed you. I was supposed to receive the FIOS installation on 12/28/07, but nobody showed. However, they took my phone number and couldn’t issue a snapback to my current provider, Cablevision. I literally wasted several hours on the phone (mostly waiting to be connected to a live rep) trying to resolve this, only to be told that Verizon Sales in NJ doesn’t work on the weekends - somebody will call you on Monday. Great, I miss the 48 hour snapback policy (which they apparently know nothing about, anyway) because they took my number on Friday! Well, it’s next Thursday - guess what - still no call. I’ve initiated a number port via Cablevision for a $40 fee - if it works, I’ll consider a money well spent if I never have to deal with Verizon again. Well, I’ll need to deal with them once more when I cancel my cell phone service with them! BTW, I just finished filing a complaint with the Board of Public Utilities - I’ll keep you posted on their response and if Verizon ever contacts me. Good luck.
2 Sam // Jan 3, 2008 at 4:36 pm
If only you had ordered TV/Internet only; and not allowed Verizontal to steal your phone…. at least until everything is stable.
Verizontal is VERY resistant to this, despite promises by their Suits in front of Congress that “oh no, we never ever cut down people’s copper service..”
3 Chris S. // Jan 13, 2008 at 6:54 pm
I received a call from Verizon the day after I followed up on my complaint with a call to the Board of Public Utilities. The woman from the Verizon Dispatch Dept. apologized and offered to send an installer out the following day. Due to the way I had been treated up to that point, I said thanks but I really just want to get my number ported back to Cablevision. She gave me a couple of numbers to speak to Sales. I tried both of the numbers but they apparently only work in NJ (I was calling from NY where I work). So, I luckily asked for this person’s direct number, and more amazingly, she actually had one. I called her back and she connected me to the Sales department. I have to acknowledge the professionalism and willingness to solve the problem by these two women from Verizon Sales and Dispatch. After spending several hours over a couple of days with Verizon support, I certainly wasn’t expecting this. Anyway, the ultimate resolution was for Sales to contact the “Win Back Department” which was able to port my number back to Cablevision within a day. So, if you’re stuck in this situation, ask to speak to the “Win Back Department”. I would have to say the call to the Board of Public Utilities also helped.
4 Heather // Jan 31, 2008 at 5:50 pm
Just got done filing a complaint with The Board of Utilites. We had FIOS installed back in November BUT getting them to our house to do so was the hard part. Our 1st appointment was scheduled for a Sunday. Surprise Surprise… no one showed up AND since I am in NJ there is no one we could call b/c they aren’t open on weekends. They rescheduled our appointment for a Thursday and guess what??? No one showed up AGAIN! After a lot of arguing and being put on hold many times, they promised us 3 months free and HBO free for 8 months. Surprise Surprise… the bill came and we were charged in full for everything. Called Customer Service again - put on hold many times over - and was told flat out, “NO” there were not going to honor their promises. Luckily we kept good notes and called again and insisted on speaking to someone else (since we could not directly speak to the person who made the empty promises in the 1st place) FINALLY, this customer service rep held up their end of the deal (YEY for Mrs. Marino) We called last week to get a DVR since we didn’t order one when we 1st signed up (we were using our Replay TV) and they gave us an “install date” for today (1/31) between the hours of 8am and 12pm. Surprise Surprise… NO ONE SHOWED UP AGAIN!!! And I received a phone call from someone at 11:55am (5 mins before my appointment end time) telling me that they were not able to come to my house today b/c a lot of technicians called out sick. I was livid! After 3 hours talking to 5 different people, the earliest appointment they could give me for the DVR was in 6 days! Or, I could drive to a store and pick up the DVR myself. Ridiculous! They are so overwhelmed in NJ and they are blowing people’s appointments off left and right. If you want the service, be prepared to be blown off and also prepare yourself for horrible customer service. Keep meticulous notes!
5 Bill Woloszyn // Feb 2, 2008 at 7:03 am
This is my third scheduled appointment to have Verizon Fios installed. The first two appointments somehow fell off of their scheduling system. I had received order numbers, but when the dates came and went, Verizon could not find anything to verify those numbers. They had been purged from their database.
On Thursday, January 31st they were scheduled from 8am to noon to be onsite to install the full package. At 11:55 I called Verizon and 20 minutes later, reached a human being. I asked them where the installation techn was, and was told the install had been cancelled. I thanked them for not informing me of this, apparently it is one of their benefits. I escalated this with 5 different people and was promised that my concerns were being escalated to the Dispatch group and the Orders department group. They insisted that they should be able to reschedule within the next few days, since it was their screwup. I ended up receiving several emails, that would not let you reply to. If you do, they bounce back with an illegal address. The additional phone number on the emails is worthless, because you still never reach a human until about 20 minutes into the call. I am still being persistent, because I have seen the product at friends houses and it is better than Comcast. I spent Thursday, Friday on the telephone talking to about 5 people each time.
I had a heart attack on January 3rd and am home on Disability. I figured this would be better than taking a day off when I return back to work. This morning I was notified by email, no telephone calls as promised, that they have me slated for March 10th. I called back to the office and told them this was unacceptable and I wanted a February installation. Since all 3 installations that never happenned were not my fault. I was promised that my request would be sent back to the Dispatch Group.
I really don’t want to continue using Comcast, since their customer support is just as bad. In fact, now I am wondering if Comcast and Verizon share the same employees??? Perhaps that is why it takes at least 20 minutes to reach a human at either site. It would explain why nothing is ever handled properly at either place. When did service become so bad???? I work for a large Medical organization composed of 8 Hospitals. I would be fired if I provided such lousy support. How do these companies get away with it and what is wrong with the people working there? I can’t believe that they can not even call you when they blow off your installation. I am going to continue to attempt to try to get Fios installed, but only until Monday. After that they are just not worth it and I will informa everyone that I know how bad their installs are. I am thinking of notifiying the local news stations to do a segment on the lousy services of both companies.
6 FiOS lover // Feb 7, 2008 at 6:22 pm
Relax folks, once you get the FiOS installed, you’ll never go back to Cablevsion…….it’s a BEAUTIFUL THING !!!
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