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To all the folks having trouble with the big corporations - write to their CEOs. [Disclaimer - I have no vested connection to this endorsement -] I have used a website called Planetfeedback.com, that has gotten me attention and almost 100% resolution rate for any of my problems with these big companies. All you need to do is to write a letter to the CEO of, say, Verizon, in this case, and cc: that to your local legislators - senators, representatives and state attorney general, and wait! You will be surprised how well that can work for you. Give it a try anyway. I have used the service that is free to consumers, for the last 7-8 years, and it has worked for me almost every time.

Om, you shouldn’t like to organizations that put their content behing pay|registerwalls. If they need to be mentioned at all, ply a little fair use to their content.

BBR has a forum already — I have had FiOS in McLean, VA for a four months with absolutely no problem. I am also using Vonage and I am using a modified firmware on my Linksys. I have no idea why people are having problems, but if you are managing servers on FiOS and are using a non-business account, you have nothing to bitch about since the ToS says that you can’t have a server running on the FiOS service.

(link)

Actually, I’ve had no problems with FIOS. My problem is that Verizon monopolizes your house once FIOS is installed. By removing your copper wire you are now forced to stay with Verizon until other carriers have fiber optic capabilities.

I did not find out about this until I wanted to switch back to DSL to save some money. They said “Nope, can’t”

bastards!

“This could be one way of getting consumers to up the service level to professional package, and charge more money?”

Never attribute to malice [or greed] what can attributed to stupidity.

Verizon Online (the ISP part of Verizon) is known (among their customers who hang out at BBR, (link) ) for making really stupid engineering decisions. Their latest one happened to DSL customers who are on DHCP (versus those on PPPoE) last Spring: let’s set IP lease times to 15 minutes. I kid you not, they did that and it was a MESS. After a number of WEEKS they finally figured out a 2 hour lease would work better :p

Oh, why such a short lease time at all? Because they wanted to enable MAC filtering/binding automatically (to limit the number of public IP addresses DHCP customers could pull) but this caused problems if the customer wanted to switch to the DSL modem/router to/from bridge mode.

Really, Verizon can’t fix one problem without causing at least two more.

Despite stupid decisions like these, I’m still a very happy DSL customer and can’t wait to get FIOS (years a way for me probably, given where I live).

–We had the Fios installed in early Oct. 2005.
Recently, within the past three weeks, Verizon’s
mail server has been deleting my inbox, when I
use their mail program.
The mail is there today, and gone tomorrow.
I keep calling them about this and they say they’ll
get back to me. They haven’t.
I don’t even use 1% of the allotted space.
Thank God, I can download the
small mail messages to Outlook express.
I have to use Verizon’s mail program because Outlook
Express & Netscape 7.1 will now no longer accept large
incoming emails (videos etc) The Pop3 keeps timing
out on both even though it is set at the highest
setting. (they would accept them when I had dial-up)
I can however, send out large files on both
Express & Netscape, go figure!
No help from Verizon on this problem either.
Estelle, Residential User
West Chester, Pa.

Has anyone installed a D-Link booster? I want to add one to my Verizon FIOS Broadband program. If so, did you have any problems installing the booster? I haven’t contacted Verizon with these questions, but plan to do so. Thanks. TB

I got Verizon Business 15/2 service installed at my home with 5 statis IPs. When the service was sold to me, Verizon did not tell me a little detail… that the Dlink router that they supply does not handle 5 static IPs… and that the Adtran router that can handle 5 static IPs costs an additional $300! In fact, the CONTRACT that Verizon sent to me by email also guarantees the delivery of the full set of 5 static IPs, and says nothing about the limitation of the Dlink router. How is a customer to know?

I have been running from pillar to post (various toll free numbers and agents and supervisors) and they refuse to acknowledge this as an error in their service specification or provision or both.

It is like saying that you are going to get a telephone line with 2 numbers, but oops… you should have known that it will cost you another piece of equipment costing $300 to actually access the numbers!!!

My wife and I switched to FiOS from Verizon DSL this past December. We were relatively happy with the DSL service, but thought we saw “the handwriting on the wall” in that the DSL service quality would probably decline as resources were focused on FiOS. (We’d had a similar experience with dial-up before switching to DSL.)

FiOS has, so far, been one disappointment after another.

We wanted the fiber optic cable run to the house on the west side of our property so the electrical boxes could be installed in the garage. When the installers showed up, they installed the cable on the east side of the property and installed the boxes on our living room wall — right next to the couch and the front window. Aesthetic, it’s not.

We had wanted the CAT5 cable run through the wall from the garage to the adjacent room just beyond that wall. Failing that, we at least wanted the cabling routed through the attic. The installers decided that would be too difficult and instead stapled the cables across the front of the house, outside the siding, to a room where we really didn’t want the connection. Again, aesthetic, it’s not, nor is it terribly convenient.

So. This is probably worth it because of the higher speed and greater reliability we were promised, right?

Well…at this point, my internet connection actually works only about 50% of the time. Of that time when it works, it’s noticeably faster about 20% of that time, slower than my former DSL about 30% of the time, and about the same 50% of the time. I can no longer connect to my online brokerage’s website at all.

The support people at Verizon have been helpful, but also helpless. I’ve now called them three times to try to figure out the problems.

Comcast is looking awfully good right about now.

I added FIOS and am in the 30 day trial, and have been a Comcast cable user for six years. I am not impressed. With a PC on each link, the slower cable Internet works faster for pages with many objects. Throughput is better, but connection set-up time is slower. Its as if Verizon has some proxy server or other “crap” between me and the Internet. In addition, the Verizon FTP server is slow and times out a lot. That has nothing to do with FIOS, but it is a big factor in deciding to stick with FIOS on day 31. Thinking about trying out the support channels to see if they can make me happy, but also thinking about saying “thanks for the fiber, I’ll see you when you can give me TV too”. Changing email addresses from Comcast is another ‘pain’ factor… we’ll see.

Last week i clicked into yahoo one day and ended up losing my verizon email address that had many items in it. I have been unable to bring it back up as it is saying I now have a yahoo email address, something I really did not want. I cannot access my email because it will not take my password! I need your help in bringing my verizon email back up and running.
thanks,

Chris Forsha

Recently moved and got Fios on May 2, 2006. [Just remember when talking to someone at Verizon about Fios… you are talking to a sale's person… who's goal is to sell you FIOS.] They lie and are evasive/elusive with details on the installation process… say your DSL emails will follow… still waiting to see this… Was told DSL not in my area before making the decision on which ISP to use… lie… it is and provided by Verizon.

I can get online but I can’t access email through outlook. My yahoo emails were linked to my verizon so I could download them through OE. They use yahoo as the portal… when I try to sign on there… yahoo says I cancelled my account? I can go to Verizon Central and sign on, but only look at the main VC home page. If I click on my account or anything else pertaining to looking at my account… it takes me to the verizon yahoo sign on page… in which I try to sign in but get:

Verizon Yahoo! Account Cancellation Options

Verizon Yahoo! account canceled

You no longer have access to Verizon Yahoo! for Broadband services because you canceled your Verizon Yahoo! account *****@verizon.net. To reactivate your Verizon Yahoo! account, please call Verizon Customer Service at 800-567-6789.
Once the transfer is complete, your settings and personal information cannot be restored to your Verizon Yahoo! account *****@verizon.net if you decide to reactivate it later.

If you take no action to transfer your account within 60 days of the cancellation of your Verizon Yahoo! account, your existing settings and personal information (for example, email messages, address book entries, photos) will be permanently deleted. If you have purchased additional premium services (such as a Yahoo! Personals subscription), those services will also be canceled.

Transfer Information?

The same message for all my sub-accounts as well.

I’m furious because I wanted DSL… I was curious about FIOS … but wanted to research it more. I’m furious at my self for letting the salesperson get away with lying to me about not being able to get DSL where I’m at.

I watched DSL for 5 years before switching to it and I would have done the same with FIOS had I not been lied to.

Oh and did I mention there’s a cable running across my sidewalk that has yet to be buried? I called again today about my email and unburied cable… told them you must have several tickets written up on me … I’ve called everyday since May 2. Was told the tickets expired??? New ones were written up today???

So you have a problem… they give the complaint a certain amount of time… if they don’t get someone to solve the problem… your complaint or problem expires???? I sh** you not … today when I asked again about the unburied cable the exact words of the tech was, “I see where a work order was written up on the cable… but that order has already expired” What does that mean???? What happened to using the “resolved” status? If anyone else get a so-called “expired” ticket status… don’t let them get away with it. Ask them ahead of time what the expiration date is for a reported problem… since they haven’t heard of a resolution date.

Chris,

Trip over the wire and sue Verizon. I bet you they will fix the cable then :)

has anyone had a problem with their cdrw drive not working after the verizon fios install? I’m thinking maybe it could be the verizon internet security software but not sure. I have XP and my IMAPI CD service won’t start automatically. This was working fine before the install. Any help anyone?

I advice any one considering verizon fios to stay away from it. My service was mysteriously disconnected twice in 3 weeks. No one there could tell me why this was happening. Of course they would assume it was no payment before checking with their own billing dept. If they had they would have seen that payment was up to date. It took them FOUR
days to get my internet service reconnected and one more day for them to even try to get email back up. But they screwed up my email address and assigned a new email address without ever checking with me. I guess they expected people who wanted to email to guess what the new email was. Their service is really incopetent. I spoke to about 10 different people and each time I had to start from scratch explaining what the problem was. Their technician don’t seem to be a ble to share the info about what they’ve done before, so someone else can pick up where the other left off. They even offered me a month of free service and I told them a month free of no service is worth nothing. So I strongly recommend staying away from verizon fios, at least for the near future. Save $ & frustration.

I had FiOS installed about a month ago. The install process was a Three Stooges act. The installer came out and determined that the fiber needed to be pulled from the junction box 300 feet down the street. He called and set this up, but when a crew of three contract workers came out, none of whom spoke English, I insisted that any digging on my property be first preceeded by untility marking. Verizon is responsible for this, but apparently seldom coordinates it with the local utility companies. At one point the contract supervisior told me that since they only dug a trench 6″ deep, they did not have to do this. When I told him that it was required by city ordinance, he backed off. A week later, the intaller shows up again, but of course the fiber has still not been pulled because they have not yet marked the utilities. A week later, after the untilities have finally been marked, the trenching/drilling crew shows up again and it takes about four hours for them to run the fiber up to my house. Two weeks later, the installers show up yet again and begin the install. Since my house is cabled for Cat5-E, I requested that they installation use my cable supply to tie in the service, which they did. The two installers did not pay much attention to asthetics and started running the cable around the door trim in my entry way before I realized what they were doing. I quickly had them stop this and rerouted the cable up over the entry doorway and back through a closet which sits adjacent to my SOHO office area.

Once installed the crew started to pack their bags and go without really testing the install with my PC and router configuration. I opted to use the Verizon supplied D-Link 4-port plus 802.1G router and after a few minutes of configuration, the PC was up and running.

The real challenge has been getting my VoIP service working correctly. I have this through a company called Vortex Broadband which is run by a friend of mine. They sent me a Sipura 2100 ATA to connect to my router (or in front of my router). This has been in place for about three weeks now and I am still having trouble with local dialing using 10-digit access. When I use my cell phone to call my office, the call fails prompting me to dial a 1 or 0 first. This 1 dialing request cannot be used on my T-Mobile network. The problem is not limited to my cell phone. Any local area caller is promted to use 1 dialing which many do not fearing that it will be charged as a intra-LATA long distance call. Right now, I don’t know who to blame and neither Vortex or Verizon seems to be able to fix the problem. If we cannot resolve this, I may install anothe VoIP line from another vendor and see if it works correctly. If anyone has any advice on how to resolve this, I would appreciate your feedback (robert.newman@nbii.com).

Rob (near Fort Worth)

I had Verizon Business FIOS installed 15/2 with 5 Static IPs.

Here’s a problem I discovered only when I told a partner about FIOS and they decided to switch over as well.

Odd ending IPs within the same area can only route to other odd ending IPs.

The same is true for EVEN ending IPs.

If you’re on FIOS and want to test for yourself to see if you’re affected also.

Whatever your current IP is, i.e. 1.2.3.4
try doing a tracert to 1.2.4.2 & 1.2.4.3

Basically you’re increasing the 3rd octet by 1 and assuming that is still a Verizon IP local to you, you will probably see the same results.

even if there is no other device on either of those - the tracert should get passed your gateway.
If you are affected you will notice (depending on whether your IP is odd or even) you will get further on one IP and the other will just die at your gateway.

If you’re in Long Island and on FIOS, try accessing these 2 websites:
(link)
(link)

These are both the same device, given 2 IPs.

If you’re not on the local FIOS network, you should have no problem getting to both. If you are on FIOS in Long Island, you will only be able to get to the odd (.11) site if your IP is odd, and to the even (.10) site if your IP is even.

There is no router or firewall on my end causing this.
You can test that for yourself by doing a traceroute.
I have no way of blocking the route all the way to your gateway, if you can’t get passed your gateway to both sites - you are also affected.

I’ve been working with Verizon for over a month on this issue - however the higher level network support disregards this issue, as they claim there are not enough people complaining about it to justify a router access control list change.

However, what you may not realize is if you’re hosting websites on Verizon FIOS, what this means is basically they are blocking potential customers from visiting your site.

Only if enough people complain about it will this be fixed.

If you have this same issue, please call them about it.

Their tech support line is (888) 244-4440.

Thanks in advance for any support.

I switched to fios from comcast…which I had trouble with but when it worked it was really fast…now with fios…the downloads are about the level of dial-up. Plus they screwed up the billing and overcharged my credit card to the tune of $250.00. Also my vonage is not working correctly…with fios. Before switching be very cautious…

I have fios for about 3 months
the technitian that installed it said that he was coming next day , but never came back and left all his tools in my house
I do not have a phone number to call, so I found this way to inform I don”t know if my installation is complete or not, because he was coming next day to finish the job.
oscar my phone is 516:662-3885

I have had fios for about 8 months. About 4 months ago I had fios TV installed. I originally ordered fios service with POTS service. My service is acceptable and I have no significant issues with the fios service.

My issue is billing. While I had POTS, Verizon billed everything on my phone bill. After becoming tired of 6 telemarking calls nightly, I decided to terminate the POTS service. I was advised at that time I would need to start paying with a CC. I did provide a CC at that time, but initiated a conversation with Verizon requesting alternate payment methods. After several emails and phone conversations, a Verizon rep finally agreed to send me invoices. The first invoice was received in May of 06. I payed this bill via my banks online bill pay service. Though delayed two weeks, it was properly credited to my fios bill. However, the next two invoices payed in the exact same manner was not properly credited to my account. After receiving a check from Verizon for the sum of the last two payments, I discovered the issue. I promptly contacted Verizon Sunday,7/9 and again Monday, 7/10, only to get the same response of you need to pay with a CC.

Fustrated, I again contacted Verizon today as I had not seen the charge against my CC and they had me scheduled for disconnection. The Verizon rep was bewildered that I was told there was no other billing methods available. I asked for him to put was stating in writing to my email address which I provided to him. I am still awaiting the email.

In summary, my service has been acceptable. However, the customer service has been horrific.

I have found that Vonage does not work over my FIOS. This might be due to a technical error, but I suspect sabotage.

I can start a Vonage call, but within 10 minutes it will be disconnected. Apparently there is an event that happens approximately once every ten minutes that disrupts the call routing. Perhaps I have only 10 minutes on one IP. I haven’t checked that. I also have similar problems with Skype. Whatever the cause, the result is that FIOS will not handle VOIP.

I have two other internet services to my home office - RCN cable and Comcast Cable - and Vonage and Skype work fine over either of them with an identical setup.

Stupidity or malice? I’d like to know.

I have had fios for about 6 mo. Since then I have not been able to host my shoot-em-up games on-line, I can join them, but cant host them. Verizon just says as long as I have the net, its just too bad. Not thier concern. Can anybody tell me what I have to do to host my games again?? The speed is the only reason I agreed to try fios in the first place. Now, it does me no good for the purpose I intended!! I use gamespy for my games, Please, help someone !!??

Verizon Fios has been a disaster. Cannot consistently connect to employer’s home page. Many wasted efforts at repair. Many lies. Poorest service ever. Have their tv, computer, and phone service. Actiontec router is a piece of shit. Going back to Comcast.

FIOS and DSL were installed in October 2005. I was the first in the community to acquire it. For several months it appeared to operate as promised, except for being slower than I had expected it to be. Being able to use the telephone while on line was a nice feature…BUT…after several months, I lost my dial tone and could not use my telephone at all when online. No calls out, no calls in. Truly isolated from the world when online. I see others have had similar experience. Any help?

well, they came 1 week early. did not tell me about the change with the wiring that I could not get back to another phone carrier. I cannot use their interim dish service for tv since I live near trees.
Got a good phone number for CSR.
VP of Customer Service for NY
908-559-2277 Steven Cannell.
I am removing this from my house. period.

Well thanks everyone for helping me make my decision.

Verizon has sent me FED-EX Air Mail to advertize FIOS and even sent somebody to my door today. FIOS is not for me.

BTW: for those of you who had problems with tech support. follow these tips

1. Get a case number for every call. If you have to call again for the same issue they’ll be able to pull up the previous callupon the case number. They may say it is closed, have them open it.

2. Try to call between 8-5

3. If your having problems with billing. ask to speak with their collections department.

4. They will try to get you off the phone in less then a half hour. Slow them down and take time to get it done right.

Be careful with Verizon FIOS service. I called Verizon to disconnect the FIOS TV service during the 30-day free period. Verizon cut my TV service the same day, 9/27/06. I called Verizon to inform it that I do not have TV service anymore. The company replied that it does not reconnect Brighthouse service. However, Verizon did disconnect my cable from the Brighthouse box outside my house! What a sleazy company!

Did you know that Verizon and Bellsouth had to be forced to give you back the $1 to $3 extra that the government stopped charging on your phone bill. You would think that since the govt stopped the charge Verizon would drop it too automatically. No, it finally, dropped it under pressure (bad press). Yes, it is a sleazy company.

Finally, once this year, Verizon charged more than $3 per minute for a phone call that I made to Canada. I have a copy of the bill. Don’t bother with the FTC. I have sent the FTC a letter with a copy of the bill. I have yet to receive a response.

Verizon is upgrading the plant. If they make the investment they should reap the benefits not any other local exchange carriers. The only reason why there was competition on copper was that the “baby bells” inherited the copper plant. So it really wasn’t “owned” by anyone. So thats why everyone was allowed to make money off of it.

Wow, I find the majority of these comments/complaints preposterous.
90% of the situations are or were caused by
the customer not the company.

Seriously, stupid crap like this is why I
quit doing computer repair for retailers.

You guys should learn to read up on shit before
you buy it and atleast know how to use it.

I’ve setup many kinds of routers and many
kinds of VoIP services on FiOS without any
serious issues. Yes, some take a bit of
tweaking, but, they all work fine. Any issues
you’re getting are ID10T ones.

I had FIOS installed about 6 months ago and must say the internet and telephone service is perfectly ok. My problem is the radio frequency interference radiated from the 48 volt rectifier that supplies the back up battery. It completely obliterates my AM radio reception within about 20 to 25 feet of the rectifier installed here on the inside cellar wall. I called a trouble report and the repair technician and his supervisor arrived promptly but had to admit there was nothing they could do about the situration. A disclaimer enclosed with the paperwork states it is FCC accepted and they are not responsible for such interference. I am amazed that the “Telephone Company” would install such a piece of “junk”. Will they develope an improved rectifier and when?? My solution is to unplug the rectifier when I want to receive AM radio.

This may sound crazy - but right after our FIOS TV install was finished, with the FIOS modem in the garage…our remote garage door openers stopped working. I called and s/w a FIOS tech, and he said he’s never heard of that happening before. Anyone out there had this problem? I’m obviously no techie, but it sounds like a channel/frequency conflict. Anyone had this same problem?

Call Verizon again, they can shield the battery back up, this can cause an issue with the garage door opener

I have Vonage running fine on my FIOS 15/2 connection. The installer was professional. Very clean install. No outside wire run! I also have a Mac connected via ethernet and a PC connected wireless with the D-Link provided by Verizon. This is great. Faster than my Time Warner Cable modem. Also, very dependable connection, unlike Time Warner.

My advise, GET IT.

My problem is with the remote. I was told verizon was coming out with new simpler remote.Why do I have to hit the power,cable,and T.V.5 times to turn on the T.V.?

Someone wrote “hyperactive dynamic IP that constantly resets itself which makes it difficult to work with servers/services that are authenticated by IP” - residential service is DHCP. Your IP changes.

Someone wrote “now forced to stay with Verizon until other carriers have fiber optic” Verizon is not pulling down the copper.

Someone wrote “Verizon’s mail server has been deleting my inbox” As detailed in the Verizon Email Policy, emails are saved for 30 days on the Verizon email server. Emails that are older than 30 days are automatically deleted from the email server and are not displayed in Email & More.

Someone wrote “My problem is the radio frequency interference” Verizon is aware of this issue and sends out a tech to repair it. Call tech support and ask for a tech to come out.

Someone wrote “[Verizon] replied that it does not reconnect Brighthouse service” And Verizon doesn’t want Brighthouse splicing their fiber.

Most of the complaints are addressed on this website. (link)

I’m looking for some valid complaints. This doesn’t appear to be the correct website to go to.

We (Verizon and I) have been unable to get FiOS working, reliably on my Macs. I get the wireless connection on my iMac (the computer that will be hard wired) but nothing when I have it connected to the Ethernet, without the Airport. My MacBook Pro won’t register it in any way.

I have no problems with Comcast and Verizon said that if I work for Comcast, should work no problem with Verizon. Yet, 15 Verizon man hours later I was told there’s nothing more they can do and they hope things will work out.

I you have any ideas, I welcome your help.

I made an appointment for FIOS TV service installation to accour on 12/27/06 between 8AM to 5PM.
I confirmed with Verizon that the installation is guranteed for this date, and took a time off from work.
On the day of scheduled installation day, I called Verizon about 5 times throughout the day to find out if the technician is still coming out.
They insisted that the technician is on the way until I called at 4:30PM when the rep from Verizon told me the installation time is not guranteed.
I called again at 5PM, and was told that technician was not coming out to my house. The supervisor from Verizon even said she doesn’t know why someone did not let me know earlier that the technician won’t be coming on that day. I waited for a total of 9 hours and spent more than an hour on the phone. No one from Verizon called once about not being able to install on that day. Verizon wants to reschedule for another day with the same time window of 8AM to 5PM. I work for an hourly wage, and now have one whole day of lost income. This kind of business practice need to stop.

I HAD FIOS INSTALLED IN MY HOME, TV, PHONE,INTERNET. What a nightmare. Comming from cablevision.All three. First Iwas not recieving incomming calls, I was told they would come tomy house and check it for $100 dollars an hour. Funny it worked before they came. I cancelled phone afer three weeks.They charged for the whole month.I have a contract stating $29 dollars for internet they charge me $39.Ive spent many hours on phone to correct, they keep telling me I will get a credit. $ months had gone by no credit and still charging wrong amount.I’ve spoken to several supervisors all claiming to fix probllem none of course did.Everytime Icall have to rexplain story ,takes a long time to actualy speak to someone, and the minimum is an hour.After dropping the phone service the my next bill goes straight to collections. They tell because i cancelled my service.Sonow I explain phone then they say you have to pay by credit card.So i agree and they never charge my card.Still chargeing wrong amount Itell them to cancell my service. of course i have topay theyre dumb cancellation fee, which by the way cable will pay.I am going to find out tommorow who to contact and put a official complaint against the company for not sticking to the original agreement. Cable should not have to pay a cancellation fee for a contract verizon broke.By the vonage worked fine with it. the tv i was happy. there billing is harible.You cant just charge what you want only what was agrred.

I recently had fios installed, it took 3 trips to have it installed. There installers kept forgeting the proper equipment for installation. SOOOOO after they finally got it connected it seamed alright so I thought I would sign up for VOICE WING. After we had voice wing for awhile I did the number portability and bam they turned off my fios the next billing cycle because they turned off my hard wire phone when verizon did the portability and said they had nowhere to bill fios! Which I think is fine IF THEY LET THE CUSTOMER (ME) KNOW THEY WILL NEED A CREDIT CARD (NOT A DEBT) TO START BILLING FIOS ON WHEN THEY DO THE PORTABILITY. NO ONE TOLD ME THEY NEEDED A CREDIT CARD AND THEY TURNED IT OFF.

SO I AM TELLING ANYONE OUT THERE IF YOU ARE INTERESTED IN VOICE WING AND YOU HAVE FIOS DO NOT DO THE NUMBER PORTABILITY. UNTIL YOU HAVE GIVEN THEM A CREDIT CARD TO BILL FIOS ON. IF YOU DO IT THE OTHER WAY AROUND YOU WILL HAVE VOICE WING WITH NO FIOS TO USE IT ON( APPARENTLY VERIZON FIOS ,VOICE WING & PHONE SERVICE ARE SEPERATE COMPANIES AND DO NOT TALK TO EACH OTHER).

IN RETROSPECT I DON’T KNOW IF I WOULD GO THROUGH THE HASSEL OF INSTALLING FIOS OR VOICE WING AGAIN.

Best wishes

I had Fios installed about 5 weeks and lost Phone service 3 times - no dial tone, no incoming calls. The last period for 3 days before a service tech came. The first 2 times they indicated it self corrected - no problem found. This time they indicated it was the home wiring. Each occurence I disconnected the phones in the house but the problem remained. This trip they disconnected 1 of my 2 phones but indicated the problem was in the home wiring? Anyone having problems with phone service?

I have not had phone service now for 3 days. This is my first problem in 6 months of use. I have exhausted all avenues of their Tech Support. Even talkewd to supervisors no one can apparently help. No one calls back, no follow-up, it is a complete cluster… They have sent out two techs to look at the house set-up no problems found. I have been told the problem is a network issue and their engineers are working to fix it. I work for a medical equipment company and do Tech Support from home, this is a business phone and they are treating it each time I call as no big deal. If anyone has had this problem did it get resolved? I am wondering if they will ever get it fixed. The strange thing is I have internet service with no problem but the phone has no dialtone. I also have to leave the phone off the hook as it rings constantly!

We decided to make the trek to Fios service about 2 months ago. The person I initially spoke to was great — very helpful and willing to do what it took to get the job done. That was the last time Verizon did what they were supposed to. The biggest complaint I’ve had is that they don’t give you enough details in the beginning like: THE WORK WILL REQUIRE YOU TO TAKE OFF TWO DAYS OF WORK. It will also take 15 hours. And it may not be done. Ever.

The other complaint that I have about Verizon is that they work BANKER’S HOURS. While I didn’t love Comcast, they ALWAYS worked around my schedule when it came for repairs or billing. It’s impossible to get Verizon to do ANYTHING after 5pm. No one works. Their customer service is awful. Occasionally if you complain and moan and threaten them, you can get someone who will help you.

The installation process can be delayed signficantly if you are switching your phone service. Verizon has trouble porting numbers from other companies. Comcast told me that they didn’t even initiate the request until a week after they were supposed to. Comcast was ready and willing to release my number but Verizon had no idea what to do.

I would have NEVER switched all my services (TV, phone, internet) if I knew all this. All to save a few dollars.

Oh and what happened to the 30mb service? It’s always slow. But it’s never their fault. Yikes. I hate Verizon.

Two questions on FiOS service. First, has anyone had problems setting up a home network sharing printers and files with FiOS? I have run in to several problems. I have three desktops running XP Home. Main machine set to share a specific file and a printer. One satelite machine can see printer, but sometimes it shows as available, sometimes not. It can not see file at all, and when I try to access the machine in my network it says I do not have access to the server. Other satelite machine can not see printer or file at all. I am wondering is this has got something to do with the dynamic IP address?

Second question. FiOS email sucks. Interface is horrible. I declined MSN or Yahoo on install, wanting to see what the Verizon interface looked like. Now it seems almost impossible to sign up for Verizon Yahoo. Does anyone use Verizon Yahoo and what is your experience? I see info on requirements of 125mb of hard disk space. Why? What do they have to download to your system in order to simply use the Yahoo email interface?

thanks

if you want verizon yahoo! go to…verizon.net/getyahoo, its not brain surgery

Well this may not have been the site that “FIOS on December 16th, 2006 at 10:39 AM” was looking for (Probably a fios sales rep, notice no name on the post) but it WAS WHAT I WAS LOOKING FOR. This is EXACTLY what I wanted to see: REAL People with REAL Opinions regarding FIOS. I have taken heed and WILL NOT GET VERIZON FIOS. I have learned from your pain and a little of my own. I had lots of problems with Verizon in the past before FIOS and left them for Cable (TV, Phone, Internet) but thought that they may have gotten it correct, and that this service may be the better deal. From what I have read here BOY WAS I WRONG. They have not changed one bit. Thank You, Thank You, Thank You, to EVERONE that posted comments here YOU HAVE SAVED ME FROM THE VERIZON FIOS HELL. I owe you all a debt of gratitude and hope you all win the class action suit that seems to be looming over Verizon after having read these posts.

Regards

Beware!!!! I had fios installed in my home. I asked their rep if the monthly price will ever go up. She said NO! If you have fios INSTALLED NOW THE PRICE WILL ALWAYS BE 29.95 a month. Now they already raised the price twice and I’m stuck with it. Since when can a company change a contract when ever they feel like it! Their wireless phone service is even more of a rip off!!!

Wow, amazing Airing of the Grievances here.

My experience with FiOS so far has been very different (as in good). We switched over TV, Internet and phone service from Brighthouse, and I blogged about it in three installments. You can work backwards from this post if you’re interested:

(link)

FIOS lies… 5mb/s download and 2mb/s upload? I’ve done multiple tests. The speakeasy.com test and other testers like it are bull. They say im getting 5mb down and 2mb up but if I download anything I am capped at 630kb/s. I’ve tested on multiple servers, and have had 6 simultaneous downloads from 6 different servers… and the bandwidth just gets split up to around 630kb/s. I tested my upload with a friend on his cable connection and he could only download from me at 150kb/s. Still faster than cable but Verizon lies big time.

Here’s a new FIOS story:
We’ve had service for less than a week. Every day at 7:30 p.m. the battery back up box alarms goes off and won’t stop. I call Verizon and they tell me it’s my electrical outlet the tech plugged the box into. Well everything else works on that outlet. So I try another outlet and the alarm goes off again like clockwork at 7:30. They say it is my problem and I need to hire an electrician. I tell them I want to get rid of it if they don’t fix it for free.

Also, my phone line now cuts off if someone else in the house picks up the phone. And it sounds like I am talking in tin can on a phone that used work just fine. Each time we pick up any phone, we hear a metal ka-chink sound. I just called Time Warner Road Runner and asked them not to come by and retrieve the router. I also told them to turn my service back on. I am not impressed with FIOS so far. My cable lines are old and the service goes down, but they don’t tell me to hire an electrician to fix their problem.

Chris on February 25th, 2007 at 2:41 PM - #

You do realize that 5mbit down is about 630kb/s, right?. You are getting exactly what they are promising. Educate yourself before complaining.

Bait & Switch— I called to order Verizon Fios TV at there advertised rate of $42.00 a month. After all arrangements were made for the FiOS TV (programs & receivers etc.) I am told I also have to purchase there FIOS Internet service and pay more than double what I am paying now. If I don’t upgrade to their FIOS Internet I cannot have there FIOS television offer. Is that bait & switch or what? Are there any class action suits or authorities to contact regarding this ripoff?

I signed up for fios in january, coming from Cablevision. So far TV quality is as good or better than cablevision (fios does have a few more channels) and I defenitly like the fios guide system more since it doesnt take 5 minutes to load up. Internet speed is amazing- always consistant around 10/2 , but not a huge improvement over optimum online with my package. I decided on using sunrocket voice over ip phone as I had perfect reliability using Voip with optimum. Unfortunately I’ve had some problems with verizon here. Fios handles the bandwith/voice quality excellent- even with faxing. the problem lies with the actiontec router verizon requires you to put in front of your internet devices, because it also handle’s Fios’ TV Guide and On Demand service. I turned on port forwarding but some protocols or UDP packets are still being blocked causing me to miss some incoming calls. I called verizon today and they suggested putting my Adapter in the DMZ so that all traffic should get through. I will see how that works. If that doesnt work then Verizon will have FORCED me to buy their phone service if reasonably priced, or to go back to cablevision (who offered me a GREAT retention deal to stay after fios was already installed), all because i cant put my ATA in front of the router

We’ve had the FIOS service for about 2 months now. Definitely faster and less problematic than the cable internet service through comcast. We have the lowest grade service and the support has been fine. Our service was installed during winter freeze, so we had a cable laying over the snow for about a month. First warm week - they showed up and did a fine job burying the cable. The only thing we are waiting on is the ‘gift card’ reward promised for signing up - still waiting!

I’ve had FIOS since last summer and never had a problem until wednesday, March 28th, when my phone was disconnected. I never initiated any change to my service. I contacted tech support immediately and was told that a company called CTC Communications transposed a phone number to be switched to another provider and disconnected my service by mistake, without any authorization from me. After several calls to tech support with no results, I escalated the problem to a supervisor on saturday, March 31st. He told me that the problem would be resolved within the hour. It is now sunday, April 1st (I know, April fools day), and I still have no phone service. I realize that getting anything resolved on a weekend is probably impossible, so I will resume my battle tomorrow morning. The reps I have dealt with so far told me that CTC Communications terminated my service, and Verizon can’t turn it back on. What? Can somebody out there explain to me why an error on their part can’t be corrected within 5 days?

I got my service on Feb 19th and thats when it all started. This is the worse service I have ever had. My internet is 5/2 and it is worthless. My DSL worked much better. My tv had alot of pixelation and my phone line had alot of interruption. Of course I called at least once a week or more and they said bc it is fios there should be no interruption. Well my internet was the main problem it was so intermittent. Called helpdesk and they say its my computer and on there side its fine. Not only that they send you to helpdesk in some foreign country and you can barely understand them and they are very inpatient. They sent 2 techs out and they changed out the ONT box, splitters, everything you can think of. Still doesnt work, to prove that, the techs laptops werent working either. So obviously it isnt my computer. They want to send another tech out but I am cancelling. Why am I paying for internet that doesnt even work!!!!

I just switched to Verizon FIOS TV last week and much to my dismay, the guide and remote are attrocious. When I am at the guide screen I am not able to jump a day forward to see what’s going to be on. Instead I have to scroll forward 24 hours!! What a pain. God forbid if I want to see what’s on in a week from now. I would have to scroll through 168 hours!! I’ve called Verizon tech support and they told me that it was a problem with the new remote they are using. I told them to send me the old remote then. They wouldn’t. Whoever took that feature away obviously doesn’t watch TV. They told me the problem should be fixed in about a month’s time.

I hit my first FIOS Snag. I switched from directv which had 24/7 service open. I called Sat night to have HBO turned up for Sopranos. They told me I could only make changes during business hours. They then called me back to say that there was after-hours support. I called - waited on hold for an hour, and then was told that it takes 2 days to turn up service. I guess there is a service difference.

When I got fios I added the 40+ channel movie package and was told it could take up to 24 hours but it was on within 10 minutes. By the way I added it at about 9:30 pm on a weekday. (still experiencing some issue with sunrocket, though im trying everything with the router to make it work since Verizon is just waiting to take my money for their POTS)

I had Sunrocket VOIP with Comcast and had Verizon FIOS installed about a month ago. The issue with the Actiontec router/modem can be easily remedied. First you must get into the Actiontec settings through your computer and get the latest firmware upgrade. Believe it or not, the router that Verizon installed did not have the latest firmware. Once that has been installed, then you get back into the settings tabbed Protocols and in there you will see port settings for many different things … just scroll down to the Sunrocket ones… click the box…and restart the Actiontec by unplugging and plugging back in… and your problems should be solved. Mine works flawlessly now.

I had fios installed last week and have had trouble opening my garage door ever since. I just found your site and read a comment that this problem was mentioned in a post from November of 2006. Unfortunately the customer service people have never heard of the interference issue before today. (or so they tell me) The concept of shielding the rectifier seems lost on them.

Hi, I just recently got Fios Installed on the 6th of June and I can’t find billing information anywhere for Fios Tv, only my internet bill. I dont have verizon home phone service, and I dont know how to be able to view my bill. I just got charged 134 dollars to my bank account and my service is supposed to be $107 dollars regularly, but I got the first month of interet free so it should be more like 80 dollars.

I have Verizon FiOS 20/5 internet (love it) 2 landlines (copper gone LOVE IT! crystal clear) and FiOS TV Works GREAT.

Only issue, their BILLING. They haven’t bundled it in 4 months, they don’t call back when they say they will SO I spoke to a local newspaper report doing an article on technology. I explained honestly all of the above. The article will be in the paper a week from Sunday. I don’t think Verizon is going to be happy and the reporter heard the same problem repeatedly. 3 separate bills NO 94.99 bundle.

If you can have FiOS GRAB IT, it never falters. If you want DSL instead of FiOS you’re odd IMO :)

Enjoy it and givem he11 for their billing!

Female Geek

I just started FIOS service. My problems is that I can not get the outgoing server to work with Netscape emial. Verizon does not support Netscape and can not help. Does anybody have any suggestions.

Thanks in advance.

Yes, Verizon billing is a mess since they started to merge their billing systems together. In April, they let their Discover/Novus authorization lapse (as told to me by Discover) so my credit card autopay bounced. I called Verizon, they had me setup on the “My Account” login which was what we’re supposed to migrate to. Support said my card info was also transferred, but it was never billed. I had to manually pay online in May(two month’s bills). I set up another card for autopay, since Discover was not a card option anymore. In June, autopay didn’t go through, and I didn’t notice until after the end of the month when the credit card bill came in. I paid it at the first of July, then they suspended my email. Called Verizon, found out after 4 hours they still take Discover, but that my data never got pushed through to the back end systems that handle the autopay. My account summary page has always displayed that I’m enrolled in autopay, so it’s not like I wasn’t signed up. Today, they suspended my FiosTV, so now I have to call back tomorrow to get it fixed.

WOW! yes, verizon’s billing & verizon central suck giant purple rocks! & with a huge ‘tude too!

got Fios ph & internet last Aug. was told i was getting 1.5 mb. turns out i had 5 mb. if that’s true, i am so NOT impressed at all. also tried to screw me with monthly prices. i screamed long & loud & got the credit AND the correct price!

had a problem with comcast cable tv re:HBO so decided to switch to Fios. the tech had his fly open the whole time. he took the wireless router to the basement for no reason at all & it’s hanging from it’s coax. not even attached to wall. again also problem with monthly rate & they tried to charge me $50 for something i never got.

now i have a fairly new 32″ lcd, hd-ready tv (oct, 2006) & have had NO problems with it that weren’t cable caused. as soon as fios was hooked up, the tv’s green “on” button never turned off. a cpl channels started freezing. then tv intermittently stopped holding it’s place from night when i turned it off to am when it turned it on. it lost which a/v connection it was supposed to be at, tv would suddenly just shut down for any length of time it felt like, then turn back on. called tv manufacturer & the nasty tech said it was probably the tv. verizon agreed but agreed to send a new dvr. the techs that came out only wanted to change remotes!

finally had enuff last week & sent tv to a warranty repair guy to be diagnosed. have a much older tv hooked up now & not one problem. not one!

that’s my story. verizon billing is The worst! their supervisors aren’t much better. i refuse to talk to any of them on the phone. i make them put all in writing so there is no he said/she said. boy, do they hate that! but i am just ignorant to them enuff to get what they owe me! that’s what it takes with them.

good luck to all.

My Fios install has been a nightmare. After the install was completed, that evening I noticed a small leak in my basement. Turns out the idiot tech broke a pipe that was connected to my sump pump. After waiting around for a 2ND DAY–someone finally showed up at 3:30 pm the next day (even though where the boxes were located was a fire hazard being near the water - leak was behind the boxes). He was rude from the minute he walked in the door - everything I said was “it can’t be.” After he and his manager inspected it and determine I was correct - DUH!, they sent out a plumber to fix it the next day which they paid for. Now I’m having to track them down again to fix the dry wall that was knocked away to get to the pipe. So will be at least 2 more days away from work to wait for a dry wall person and then a tech to come and re-install the boxes. Believe me, when the bill comes in I am not paying the install charges - they will get an extremely nasty letter (p.s. be careful if your wireless telephone is on the same frequency as your wireless internet - when you answer the phone it will knock you off - easy fix but frustrating the first day). If I had it to do all over again, I would go back to Directv!

Thanks.

I understand my install went rather smoothly compared to some of your installs. After about 4 hours I was left with the best standard and hd picture I have ever seen. Also, the 20/5mbps service is so much faster than cable was. I just love the technology they are bringing. Only problem I had was with my garage door opener but was able to fix. Thanks.

wow….I have no idea why many of you guys have problems with Verizon Fios..But I have none. Maybe you guys are rude to them or never their to observe them when they install, But I had no problems. Ive had it for about 6mths. Guess what? no problems. The closest thing I have a problem with it is that I cannot connect my Nintendo DS, which isnt a big issue. No disconnection, no loss of power, no stupid issue…Works amazing. I would recommend Verizon Fios to anyone. And Im paying 29 per mth for 6 mths. Talk about cheap.

Just had FIOS installed over the weekend. I was perpared for an all day installation but my tech finished up in just over 3 hours. I’d read what was would be required for the installation, and had a nice site already staked out for the battery backup this saved a lot of time. I also have fresh COAX run throughout the home that they could tie into and this again saved time.

I love the the service so far. My television picture is much better then my Comcast digital cable picture was. The on screen guide from Verizon is cleaner and faster. Comcast did have better free content on their on-demand channel. My phone service is working well and internet is on par with the basic Comcast service for speed. One note on the internet service with Comcast. Over the last 2 1/2 years we would exerienced a serious slowdown in the internet through put speeds everyday from about 3:00pm - 5:00pm. Sometimes it would clearup in 30 minutes most days it lasted for and hour or more. Nothing like that is occurring with our FIOS service. It’s steady and fast all day long.

I’ll be calling Verizon’s billing service later this week to check on a few things. I’ll post about my experience with that as well.

Overall the install was excellent and very professionally done and the service is living up to what they pitched us. I know we are still new to FIOS but our experience so far is very positive.

P.S.

The day before our installation for FIOS a Verizon tech showed up my door indicating that Verizon was switch my whole development over to Fiber-Optics and removing all the copper the wiring to our homes. I was to say the lease a little put off by this. Very few service companies in our area are fiber this mean Verizon will for the time being have a stranglehold in my area. That worries me because the only way to keep these companies from raping their customers is force them to compete with one another. Just thought I’d shared this so that anyone else in a FIOS wired developement could keep their eyes open for this tactic from Verizon.

We recently got Verizon FIOS triple play and having issues which 3 techs can’t seem to fix. First FIOS Phone:
Calls sound like I’m talking into a tin can. Horrible echo and eventually the call drops.
FIOS TV:
while scrolling through On Demand menu things will freeze up and then TV shuts off. FIOS tech while here working on phone issue saw TV just shut off but his answer was “can’t figure it out” WHAT??? Isn’t that his freakin’ job?
The only thing that’s working good is their internet service. Any advice?

I am in Ventura County, CA. I swallowed the FIOS bait in July. I was previously paying 157.00 a month for : Direct TV w/HBO, DSL, and Freedom Essentials. The FIOS telemarketers were hawking the 3 services combined minus (including 100 times faster internet) for 99.99 (HBO an extra 15.99, the DVR box 12.99). Sounded great so I went for it. Installer came out and did his thing. FAST internet !! TV is OK although I like DirectTV better. Phone is same, no biggie. Here’s where the fun starts. First bill : 271.00 !! When I called, the Verizon rep told me it will take a billing cycle or two to get discounted. So I gritted my teeth and paid the swollen amount. Now a new bill came in for 183.99 !! Has anyone else been suckered in this mess. I signed 2 year contract (idiot). Has anyone else been stuck with bills like this ? Is there anyway to get out of these contracts ?

I had verizon install FIOS on 09/21
Switched from Comcast (way to $$).
2 Techs came all day on friday & saturday.
For them it’s a “Order issue”.
I spended my entire week-end on the phone…
Now it’s monday the 24th, STILL NOT WORKING.
I cannot received my subscribed package.
Tech support & customer support iw horrible, I am switching back to Comcast.
At leat it’s working…

I have not read the entire strand so If I am being repetitious forgive me. To any who has experienced no dial tone with fios. With my experience i have noticed that some phones with fios when taken off the hook to place a call there isn’t dial tone, if this happens try dialing the number anyway and see if the call will be placed. if you are dialing a 1-800 number then just dial “800″ instead of “1-800″ only when you experience no dial tone. the fios is sometimes faked out when a phone has been taken off the hook and the click the phone is making when this is happening is being understood by the fios as a “1″ kind of like the old pulse dial phones. this is verizons problem and can be intermittent when receiving updates provided by verizon. so when they tell you to get a new phone that is not necessarily the solution. this problem is only evident with certain types of phones.

I have had a few minor issues with the service, but the real problem was billing. I was overcharged for the first two months. After waining for a credit that never came, I called and got a rep who credited the money back. He made it clear that Verizon would not credit the discount for the first few months unless the customer calls and complains. Watch you bill!

I’m very happy with the Internet and the TV has never looked better but my phone always blips to tell me there is a voicemail regardless of weather or not there actually is one. No Big Deal.
My Big gripe is the with the billing. I signed on for the $94.99 per month bundle and have just recieved my third bill for the full amount with no discount applied.
I cannot get anyone on the phone and the automated help always sends me to the message “the discount may take time to show on your bill” ..as if this is anything but a badly veiled attempt to squeeze more money out of the consumer.
Pretty frustrating.

I cant believe most of these comments. I thought they were going to address FIOS issues. Only about 10% of the comments actually address FIOS. The others are discussing issues you have with their own internal network configurations and/or peripheral hardware choices. I have FIOS. I like it. It’s faster than the DSL I left behind. DHCP is no problem with anything I need to do. If you want to host servers or services purchse the business class and get a static IP.

Marvin, I assume you have had this installed for at least 15 minutes before you wrote your note.
All Fios problems are related incase you are unaware.
Problem resolution is much more efficient if the customer is informed at a level they understand. This is the responibility of the vendor or ISP provider.
I am a computer professional and have been servicing home clients for over 20 years.
I deal with a number of service providers and Verizon is by far the most inept bunch of boobs. Their customer service people are sitting in front of a screen with a data base of FAQ’s. This is where they get their “solutions” that they read literally to you over the phone. And, you are lucky if you get someone whose primary language is English. I am not against people from other backgrounds working in customer service, but they should be able to speak, listen and act concisely. When you ask to be moved up to the next level of support, they try to tell you that there is none!
A most recent case is where their installers did some home wiring from the router to a room outlet, and just after 1 year, the internet disappeared.
I checked the router - working fine - I connected a laptop to the outlet - NADA - I connected the laptop to the router - OK.
I called Verizon back and told them that the issue was the wiring. The said that they do not warranty the wiring beyond 90 days. I asked why the wiring, installed only 12 months ago, was brittle and was not even CAT 5. I said it looked old and as though they had taken some old wire removed from a previous job and used it there. They had nothing to say.
I ran a new wire and all was fine.
I felt bad for the client - a senior citizen, and did not charge for the 1/2 hour work it to to solve her problem. I shudder to think of what Verizon would have charged.
Then, they had the nerve to call the customer to see if they were satisfied with the service resolution.

Do not think that they are responsible to anyone including the FCC

By the way, if you want to bypass their voicemail purgatory, just say “AGENT” for your first verbal response after entering the account number. This will place you in the “Next Agent” queue which will save about 20 minutes on a typical 1 hour or more wait.

I’m mystified about all the issues I read about here, a fair amount of them appear to be self-inflicted wounds.

I have had FiOS broadband for over a year, and the TV for a couple of months.

My outages have been two in over a year.

One happened when a tree took the lines down up the street. I didn’t really count that as an outage, since I also lost power and I probably wouldn’t have been using the broadband anyway. :-)

The second outage, which wasn’t really an outage, was the Actiontec router suddenly became flaky. I figured out that the cooler weather was the issue, so I called for a replacement and tossed towel over the old one to keep it warm. It worked just fine until the replacement arrived. Although I had to spend some time chasing it down, it never failed outright, just slowed the uploads a bunch for a couple of days.

The speed of the 15/2 service always clocks in at 15/1.8 day or night, morning or afternoon. It beats the pants off Comcast for both reliability and speed. The TV service has much better HD quality than Comcast, not to mention more reliable.

My issue with verizon has bsically been with billing and long waits on the phone to customer service. I only have ph and internet and had scheduled for tv service but thought better of it. When I canceled the appointment with them, they came out anyway, tried to install fios tv anyway.

Verizon wireless is also a big problem. Dishonesty is the biggest problem. I never got my $25 for one bill service. There has been may surprises with the bill. I agreeed to $39. now paying $79. last bill $400. This is due to half truths and misleading information. I can’t do business with crooks.

Check Pricing from different sources. My last offer from Verizon was 84.99 a month for all three service PLUS you get either a credit of 200 dollars or a 19 inch HD TV. Sounds like a Bait and switch but we will see. It is being installed as I write this.

I got all three services installed 2 days ago and the picture on the TV and the Internet speed of 20/20 is amazing.
Before coming to Verizon I had Optonline. Optonline had the best serice department and tech support I have ever encountered, but I left because the speeds I wanted are
unavailable with cable at this time.

The experince I have had in the last two days with Verizon is probably one of the worst experiences I have ever encountered with any Billing/Custome Service/ Technical support. Here ar ethe problems I encountered:

When calling technical support, you hold for about 45 miniutes, then you hear a quick busy sigal then phone hangs up. You try again and this time you request a call back. Approx 10 miniutes later I recieve a call back and it verifys my name is Matt, I respond yes and the phone gets a quick busy signal then hangs up. When you finally get through to them, they are knowegable and helpful. But I was too steamed up from it taking 3 hours to contact someone.

When I called the Billing/ Provisioning number, things got bad to worse. They were helpful at first with the issues of my order being incorrect, however NO ONE would take ownership of the issues and my calls were transferred only to be disconnected by Verizon. This was absolutly unacceptable, especially since I was a new customer only 1 day prior. No one seemed to care. EVeryone I spoke with claimed there were 50to 75 clals in their call que and that it was extreamly busy and also there are no managers available for me to speak with. Also the contact I had would not speak to me becasue her 1/2 hour of call back time was used up and her co-worker apologized.

When I called the Sales Dept they seemed very concered and I recieved the floor Managers anme and her managers name and promised a call back in about an hour. Four hours later still NO call back. I called back and tracked down supervisor I spoke with earlier but refused to talk to me, she had a co-worker tell me nothing shae can do, and that she was sorry.

They scheduled a tech to come out between 10 and 2pm the following day. I called at 3 pm to see where he was they said the time slotted was 10-4 not 10-2, so at 4:30 I called to check on why he wasnt there they told me truck is loaded and tech is on his way. AT 6pm I called to say tech never showed, they claimed it was a missed call and the ticket was never assigned to a tech. AMAZING!!!

Finally when I called to cancel for the final time and would not budge 14 hours later. I recieved the help I needed, and the problems have been resolved.

Have dealing with over priced Comcast, I switched to Verizon Dial-up - naturally it’s too slow. When I heard that Verizon FIOS was available in my area I decided to sign up for it, the end result: One line in the house isn’t working, I still have dial up, cannot access my information on-line and spent countless hours trying to reach Verizon both on-line using dial-up and over the phone. I feel like I’ve been scammed and now that I’ve realized it, I’ve returned to confront the culprit only to find that he took the money and ran.

Verizon isn’t worth the trouble.

I signed up for the Verizon triple-play (phone, internet, FIOS). The first problem was the installer cut my Comcast high speed internet cable while installing the FIOS cables (October 8). Initially Verizon tech support told me that there was nothing they could do as it was Comcast equipment (they can break it but they can’t fix it). I asked that they advance the installation of FIOS (originally scheduled for Oct 27) so that my wife who works from home could get e-mail. Initially they told me that the installer would show up that Wednesday (Oct 10), and I waited all day for the installer, but he did not show up. I called back the following day and complained to a supervisor, who told me that they could not advance the installation date. After repeated complaints they finally agreed to schedule an installation for Oct 15, and to provide me with one month of free service as compensation for my trouble. The installer arrived Monday (Oct 15) as scheduled, and did a very thorough job with the installation. He was professional and very considerate. I had been enjoying the FIOS TV since then, until I received my first bill today. I was expecting a zero bill, since I had been promised one month free and my normal bill should be about $120, $99 for the FIOS plus $12.12 for the DVR plus fees and taxes. Instead the bill is for $212.73. It seems as if they charged me for separate services instead of the bundled service. I called the customer support line to correct this, and spent 45 minutes on the phone. I was transferred from one CSR to another, speaking to a total of four CSRs with no resolution, and in each case being put into a queue to speak to the next. When I asked to speak to a billing supervisor I was put in yet another queue then informed by an automated system that due to high call volume my call was being terminated. This seems to be indicative of the problems that people have with Verizon customer service in Maryland, and I may yet another person forwarding my complaints to the Maryland PSC.

More of a question. I have FIOS in Mass…. because I’m concerned about saftey etc… my IP address shows the town Im in when I do a lookup on it. I’m not sure if it’s because each town shows on the ip address or if it’s the central hub/place for Fios.. I know its different from when I had regular Verison. Does Fios have a central location in Mass or does it actually show the town you live in?

Ok,

Here in Portland Oregon FIOS TV was release a couple weeks ago. I have had FIOS interent for several months and have liked it. As soon as the TV version was available I called in and spoke to a rep. I spoke with him for an hour to make sure everything was going to right.
Here is what he told me;

I get three free connects. Any more then that and I would have to pay for the connection. Ok, why they would not want me to have the best experience in beyond me. Then I was informed that I need a converter box (I currently do not need one for my coaxial cable) to see the digital signals. So for my main TV I would get the free box but the other 2 TV’s would not need a box and I would only be able to see the first 99 channels. That is fine. So the tech sows up. First he smells to high heaven of cigarette smoke. He then informs me that “no sir, sorry your were misinformed, in order to see any FIOS TV, you need a cable box on EVERY TV.” So this means that my TV in the kitchen that hangs from the wall needs a box, the TV in the bedroom needs a box and of course the TV in the living room needs a box. And of course, all this means that I will need to pay to rent an ugly box to sit on my kitchen counter. I DON”T THINK SO. I did not get the FIOS TV. And as I sit and type this out, I have been on hold with verizon “customer service” for 27.52 minutes. oh, and did I mention their hold commercials are broken? It goes in and out like it is not tunned in.

I just PAID for fios and now my telephone has no message recall. If you call me you will hear the words “leave a message at the tone” but when I get home I can’t retreive those messages. So if anyone out there wishes to call me names (dirty, that is) do it now. I won’t be able to identify you.
Love and kisses,
Chuck.

I had FIOS installed a couple of months ago as an upgrade from 768 kbs DSL. It was only 5 bucks a month more go to 5mbs with Freedom for Calling and Internet–really a no brainer. I was impressed with the candor and knowledge of the FIOS department as well as their attention to customer detail–even calling on Sunday (a real live person) to make sure I had 48 hours reminder of my Tuesday install. The installer was real easy to deal with and deferred to my wishes on wire and router locations. I did pull a fish through the wall to where I wanted the wiring since Verizon is quite clear on that being extra, but the tech had no problem with running the cable with the pre-work I did.

My only complaint–and I didn’t even know there was anything that could be done about it–is that my garage door opener range is cut to about 10% of what it was before the install. Everything is mounted in my garage about 6 feet from my garage door openers radio controls so it’s not too hard to imagine what’s causing the interference. Someone mentioned to call Verizon and have them come out and shield the battery charger. Do you know how I could possibly do that myself? I’m pretty handy so if I knew what to shield and what to use to do it I could probably handle it.

Otherwise, I’m completely satisfied with my FIOS experience. I feel like they treated me like a highly valued customer and I do, in fact, recommend it when the occasion arises. I’m still waiting for FIOS television in Stoughton, MA and when it arrives I’ll probably subscribe to that too.

Verizon is a horrible company. I have Fios internet -thank god I didn’t get “the bundle package”. My bill is a diffrerent amount each month. You have to have automatic withdraw from your credit card each month-they do not bill you. I dont have a house phone just a cell phone they can never locate me by that number because “it’s cellular”. Ridiculous right? My cell is verizon. I called the billing dept one day woman answered who was lazy & 1 word sentences. She put me on hold for 10 minutes then put me back in there Que, phone rang to another rep. I asked for my account number since they could never find me by my phone number and the rep denied to give it to me saying “how do I know it’s really you”. I said it’s the INTERNET -give me a break. I hate verizon and when my contract is up in April I’m going to call to cancel my service to hell with them

Verizon sucks!. We should not be consumers of these big corp assholes

Verizon Fios is NOT WORTH $45.99 a month (includes $5.99 or $4.99 “protection plan”). DO NOT BUY IT -totally not worth it

Well - here I sit for the second day - waiting for a Verizon fios guy to come to install the triple-play. As the commercials say “you should see his truck”, well - I would like to see his truck come down my driveway.
After the 6th call in to Verizon - we were just told — once again - our tech guy called out.

We are going to call on Monday and cancel our order. I figure if they dont care about getting here to install fios - they certainly will not worry about the service that they provide after the install.

I think we need to re-think our whole verizon experience and maybe just go to cell phones.

I have had Fios for about a year and half and never had a problem with the service. My install was smooth, never had any interuptions in service, my land line phone works fine, I love it. I’m waiting for Fios TV to become available in my area, then I can say bye bye to Time Warner for good!

My experiences were so bad (Lost Order, Took over my phone Service, Disconnected my phone [going on 28 days no]) that I created a blog to recount my whole story. Everyone has different experiences but mine was pretty horrific.

(link)

Thats what you get for trying fios..cable high speed is way better than fios. having to deal with contracts and nonsense..for all those that got screwed by verizon thats what you get..

I have had fios tv since last summer. This week they installed the new giude and it SUCKs. It its too big it makes the picture small while you are looking to see what is on next. It also only lets you see 1 1.2 hours of time. You cannot delete the channels you Never watch from the guide list. It jumps 1 hours at a time thru the guide making it hard to record on the 1/2 hour marks. They seem to be promoting the channel logo more then anything. Lots of dead space on the screen. WANT OLD PROGRAMMING GUIDE BACK OR THE CHOICE if not they are as bad as comcast