UMG ( VERIZON FIOS)

actual install and professionalism of hardware guy was great. No complaints about the speed and quality of connection. Reliable as in has never gone down. Signal is great and I still have it going.
The issues I have have to do with billing and the apparent powerlessness of billing staff to handle a problem in one call. Example: I received email offer to increase the speed of the connection for "5$ month more". When bill arrived, actual cost billed went up $40 as my promotional discount of $35 per month was kicked off my plan and I was then only receiving $5 off full price off the non-contract price.
first call to billing department took a long time to explain and I was told she could do nothing to change any aspect of the current situation. I was transferred to customer retention who didn't believe me until I read the email offer word for word to her. And then I was told I must have agreed to the new price at the point of upgrade (did not happen)
finally, I was told it would take a week to see if my original discount could be re-applied but that it would be sent someplace else and would take a week to find out. After I hung up, I realized I hadn't been given any case number or trouble ticket number and haven't heard anything yet. Dreading having to call back as above sequence of calls took over one hour.

First attempt to order service did not go so well, I think the representative was not familiar with packages and did not offer the best package. I called to cancel the installation because I was not satisfied with the package. I got another representative that was familiar with packages and offered me a package I could not refuse so I stayed with Verizon FiOS installation. The technician arrived as scheduled. He informed me that a box would have to be installed inside my home on my wall! I was not informed of this and was surprised at the size of the box he wanted to install on my living room wall. Fortunately, there is a utility closet adjacent to the living room where the box could be installed. The technician installed the equipment and ran the wires as "sightless" as possible. The install of all the wiring and equipment took about 2 hours. The technician was professional and cleaned up after the installation. He was not helpful with the installation of the audio system, but he stated that was against policy and he could not assist even with advise. The DVR hard drive failed after only 6 days. Verizon representatives were very helpful (after 40 minutes on hold) and scheduled replacement DVR to be mailed the next day. I noticed that Verizon was charging me for shipping the replacement!! I called and brought it to their attention that I should not have to pay for a device that failed within the first week, so they said they would remove the shipping charges, I'll have to wait until I receive the bill to verify. The down side is I have to install the replacement and ship back the failed DVR. I find this inconvenient. Overall, I am satisfied with the Verizon representatives and service. I understand that IT equipment can fail and do not attribute this to Verizon.

The experience is okay. I like the channels and the channel offerings and the speed of the internet. I don't like the cost; it is horribly expensive for the basic service. It is a good company but I would recommend evaluating other service offers. I will continue to use them but I am evaluating other options.

They seem to keep raising the cost. They start you off with a discount per month. Then after a year they will raise the price. I'm kind of unhappy with them. They installed something battery powered unit was suppose to keep the landline active. We have had a power outage and everything is off and it has never worked. The cable comes in and out or it will go completely off.