Verizon FiOS Sales Only

The installer knew what he was doing, he seemed very well trained. I normally ask a lot of questions, not only did he answer them to my satisfaction; he gave me his business card & told me to call him if there was anything else I needed. Now as far as Verizon goes, they had a great incentive program running at the time I placed my order, but their automated phone directory could be revamped & customer service needs to be able to recognize what department the call/email/chat belongs, in order to direct the calls to the appropriate department.

smoothly, and they were reasonably responsive.

Ordered new services online and was shipped promptly. I was able to use the self installation process vs scheduling someone to come out and waiting.

I had to cancel.

Originally, I ordered it online to be set up on the 24th which they have me, when I went online, I can click on the calendar and select the 24th and it said everything was fine. I clicked "self install." I got a confirmation on that. Come the 24th, nobody showed up. When I called up, they said "Well it's supposed to be, but according to what we see, no one else has service there." I said "I don't know. I just bought the house and no one else is living here." He looked at their billing and they set up a final bill, they really don't have service here anymore. They never sent the package out to me on that. They said "We're going to set up an emergency setup for you for tomorrow." After 45 minutes to an hour on the phone, they finally got that set up. He showed up and got the internet set up for me the next day and the TV but he couldn't get the phone to turn on. Come to find out that somebody on the other end in one of their departments had a setup date of the 29th. They couldn't change that either. They said that once it was set, it can't be changed. On the 28th, I got a confirmation saying that they'll send somebody out the next day. I took a day off and everything and no one showed up again. I called the next day and said "When are you guys going to turn on my phone?" They said "It should have been turned on but let me look at it." He was able to turn on after that. I did not have a very good experience with Verizon FiOS. I finally got the phone working two days ago. The actual product is good.

Called prior to service, asked if it was ok to arrive early (unheard of), checked over the situation and installed the cable, programed tv, internet and phones and walked us through how everything worked. Very professional and helpful. Did a great job!

I had a two year Verizon Fios contract including phone, TV and internet which recently expired.  At the end of the contract I was rolled into a month-month price which was an increase of approximately 25%.  I called Verizon to ask for their best contract renewal price as I was considering switching. The representative I spoke to quoted me a price.  I called Verizon back later that day to accept and was told by the second representative that the price I was quoted was not available.  When I asked to speak to a supervisor the representative rudely stated that there was no one higher than him because he was, ?the Elite Escalation team in Pittsburgh.?  I hung up and called back.  This time I was able to speak to a supervisor who apologized for the rudeness and confusion.  She said Verizon would honor the price I was quoted but she needed to speak to the first representative, who was already gone for the day.  The supervisor stated that after she followed up with the first representative, I would receive a call the next day confirming the price.
Ten days later, I still have not received a follow up call.  I am extremely dissatisfied with the horrible customer service.  As competitive as the cable/satellite industry is, I expected Verizon to treat a loyal customer better.  Very disappointing.

I like them for their service.  I have had with them for years.

I never had any problems with my cable TV provider ever since. I gladly pay every beginning of the month. My experience with them is excellent. The quality of service is great. They are punctual and professional. I would use them in the future.

I have been using them for six years. The service is excellent.

I have been using Verizon Fios for about two years.  I have not had any problems with this company. 

I get the bills on monthly basis.  I like everything about them.  They are very good in attending to my issues if any.  I will continue to use this provider again in the future.

The service is fairly good. I am saving a lot of money compared to another TV company I used. The television picture is beautiful. The internet works fine.

I was using Comcast, and they jacked up the price so much, I had to switch.  FIOS claims that they are faster, but they are really just the same.  I have a 2 year contract with them. So far,  I've been happy.

Overall, Verizon Fios is the worst company I have ever dealt with in my life.

Nightmare.

I cancelled the service in May and I am still getting billed for it. Whenever I try to get through to them I can’t and by the time I get a hold of someone, its pointless. They lost their niceness.

Verizon (Verizon FIOS) is worse than Comcast. I had a dispute with them over billing, cancelled my service, switched to comcast, took them to court for reimbursement, got a judgement against them, they paid the judgement, and yet they put a ding on my credit for an unpaid amount which was what I was disputing. Dispite giving this information to the credit bureaus, they check with Verizon, who say I still owe them the money. I am not going to pay, and hiring an atorney would be more than the amount. But I refuse to pay them on principal. (Yet it is affecting my credit). What exactly is the definition of a Bully?

The order was placed with Verizon as soon as I confirmed my settlement date for my new home. The technician arrived on time and had everything working within three hours. The only hang up was the amount of time he had to wait on hold trying to speak with central office people. I have had direct tv and other cable companies in the past. Although not perfect, I believe Verizon Fios is the best available.

I have paper copies of all the following. 11/23/09: received the offer from Verizon Customer Support rep Gladys. It was based on the $99.99 base price and became about $121 per month with all extra costs added. That was OK with me. 12/6/09: I sent an email reply to Gladys accepting the above offer. 12/7/09: Gladys replied with an offer that was even better than the above. It was a base price ofd $77.01 per month ($109.99 minus a 32.98 discount). She wrote that the total would then be $98.33 per month plus additional tax. She entered a order number ((PA0004148718) which would start 12/8/09. I received a confirmation of the order number the same day. 12/19/09: I received the first invoice for the above and found that the base price was $109.99 ... not $99.99 on the web site or $77.01 from the 12/7 email offer. 12/25/09: I sent an email to Verizon Customer Support about the above discrepancy. 12/28/09: I received an email from Verizon CS rep Jose, in which he explained why that invoice included charges for a partial month use. That was OK but ... it did not explain why the base price was switched to a higher price on the invoice ($109.99 vs the $77.01 I expected. That was the point of my 12/25 email to them. 1/4/10: I mailed a letter (USPS certified) to Verizon's billing concern office in Annapolis, MD ... as explained in the back of the invoice. I related about all the above, including copies of the emails, but have not yet (as of 1/19/10) had the courtesy of a response. 1/19/10: I sent an email reply to Verizon CS rep Jose, asking again why the above happened. I mentioned that I will be filing a com\plaint with Angie's List and the PA Bureau of Consumer Protection ... which I will do tomorow (1/20/10). Bottom Line: The above seems to smell of what used to be (maybe still is?) called a "bait and switch". Verizon gave me a reasonable offer in writing, followed by a better written offer, then sent me a bill for an even higher price to which I never agreed. Something new: I received my second months bill (due Feb 18) and saw that the discount had not been applied to either the first or second month. I wrote an email to customer rep Gladys about it. I was sent a reply indicating that my case was moved to the next higher level and someone would contact me. During the week of Jan. 25, I was called by Verizon rep (perhaps management) named Tanya. She said she understood what had happened, giving a sincere apology, and that she will work quickly to correct the situation. She called again (leaving a message) on Jan 29 letting me know that she was still working on correcting the first two monthly bills ... and was trying to deduct the $32.98/month discount, perhaps manually to circumvent (I think) the automated billing system. On Feb. 1, I checked my account page on the website and saw that both discounts were applied as promised. As of Feb. 2, I have not received a revised paper billing ... and I don't exactly know what I owe. The web page was a little confusing about that ... so I will call Tanya to resolve the numbers. She has been extremely helpful so far.

The installation was very unprofessional. Very little time was spent explaining how the new system worked with my TVs.They put a larger hole in my wall for the internet connection which was not repaired or covered. No explanation of the new phone services (call waiting, voice mail, etc) was given orally or in writing. I did get a booklet for FIOS Tv which is more about selling more services than how it works. The phone service died the next day and I had to call to get it restored. My internet is no faster than before which nobody can explain. The installers were 30 minutes late although they did call earlier to say they would be late. They gave the impression they couldnt wait to get done and go. My VCR whicht he salesman said would still work will not record and only plays old tapes.

I called Verizon's business office, telling them my situation. They said they would try to expedite the outdoor work to be done. I was called by Verizon construction/engineering in Hampton, VA. This was a courtesy call to let me know that they could not revise the outdoor work schedule. After calling Comcast to make sure our current service would continue; they agreed to continue (and proposed to lower the bill for me for 6 months if I continue Comcast service). I tried to call Verizon business office again to ask them if they would refund any money lost by paying any interim Comcast bill. I could not get through to them. I am dissatisfied with Verizon for not knowing, in advance, that the FIOS port that should have serviced my house was completely filled. They have wasted nearly 2 weeks of preparation and planning on my part, and have put me in a position to lose money by extending my Comcast service, e.g., not being able to use Verizon's offer which would be about a $25 per month saving. The ONLY way I would use Verizon is if they really saved me significant costs. I would need a whole lot of convincing.

When I was setting up the service I told them that I was going have to suspend the service for 3 to 6 months during the winter and they said that was something they could take care of. I called and spoke to a representative in Feb 08 and at the time I said "I understand Fios is available in my area, I will switch from my other service is you can give me the same service. I must be able to turn off the computer and keep all basics on TV and phone." They assured me this would be possible. I was also told a 16" flat screen would be given. I returned from Florida and was the first in my building to have Fios installed. I received no TV. The installation was after the promotion. I signed an installation receipt and never was informed that the fine print was a 24 month contract. I didn't install my internet the technician did it for me. I was then promised a camera and that too disappeared. A supervisor issued a $100 gift certificate on any bill. I am going to Florida and they now say I cannot turn off the computer, TV or phone.