About fios internet and my router and availbility of service

Hi, I am here because I am extremely concerned about the availability of fios internet at my area, I am at California, Rowland Heights area. Cable sucks here, and I need a reliable service for my needs, are there any news of when will the fios internet become available at my area?
Another is that, because I have my own router, its a D-LINK DI655, fairly expensive gaming router, will I be able to use it still if I get fios internet service? I bought it thinking that might fix some of the problem that I have now with the cable internet( which it helped a bit but main problem is still at cable's backbone line under the street).

I'm not with Verizon so I can't tell you when FIOS will be available but you can certainly use your own router. When FIOS is installed you must tell them you want the Internet connection terminated as a CAT 5 connection. Otherwise they will use your existing COAX connection and the Internet connection will be COAX, similar to how most Cable Company Services are provided. Verizon will then install their own router which will accept the COAX connection. (The Verizon router can accept a Cat5 cable Internet connection too.)
There is one thing to know however about using your own router. If you decide to get the TV service from FIOS you will need to use the FIOS router (or buy a MOCA device). The FIOS set top boxes require an internet connection to download the channel guide and to get video on demand. There are FAQ's either here on these forums or on DSLreports.com that discuss how to use your existing router on the FIOS service with TV.
Hope this helps.

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Bad experience with Verizon Fios Internet and Customer Service

I had an extremely bad experience with Verizon Fios Internet service and I will never use Verizon again.
In August 2014, I called and installed the Verizon Fios Internet and phone bundle. I asked the customer agent several times if I will be charged anything before the installation of the Internet and phone service. She said, 'No, we will only start charging after the Internet and phone are installed at your apartment'. I went to the store and picked up the router and phone and installed it at home by myself. The router did not work. I called Tech support and they said it will take several days for another available agent to come and look into the issue. I decided to discontinue the service and closed the account that same night.
At the end of the month, I received a bill of $80 of activation fee for the internet service. Nothing was ever activated, my internet router did not work, and I got charged an activation fee for a service that I did not even start using. From August to December, I called customer service over 10 times and some of them said they will waive it while the others said it's a non-refundable activation fee. One lady said, 'Ma'am, the activation fee starts when you placed the order, the warehouse received it and packed the router in the boxes....' Isn't that ridiculous? If that's the case, please ask all your customer representative to say a clause before new customers open their account: Are you aware that you will be charged a non-refundable activation fee once you open the account regardless of whether or not you use the service or not.
So after 3 months (November 2014), I decided to get out of all these troubles and paid off my $80 activation fee. They put the bill in the collection agency and I called them and paid the overdue balance. Then in December 2014, I received a statement saying I have a $3.11 overdue balance. The collection agency told me that they will charge me for the whole activation fee and a $3 transaction fee for the transaction. So now Verizon came back and said I owed them the $3 because I paid the collection agency their transaction fee.
I am very disappointed and furious about the whole Verizon operating system. Charging a customer for an activation fee for a service s/he has not consumed or used does not make any business sense. In addition, they do not know how to coordinate with the collection agency on overdue bills. Give the customer a heads-up that they will be charged a transaction fee on top of the overdue balance, and that transaction fee does not count towards clearing the balance.
I have completely lost my confidence in Verizon albeit the many good feedback from my friends.

Hi crystallau52,
Sorry you are having difficulty. An agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or to help you resolve your issue.

Potential Fios Internet and TV Customer

Hi all,
I'll be moving to the DC area within the next month, and I am considering getting the Verizon Fios TV and Internet bundle. I will be a federal government employee, and I noticed there is a discount for federal employees for Wireless. Is there also a discount for TV and internet services? Thanks!

Hey we are sorry we offer bundle discount on our FIOS services but there are no discounts for federal employees.
Ron
Verizon Telecom
Fiber Solution Center
Notice: Content posted by Verizon employees is meant to be informational and does not supercede or change the Verizon Forums User Guidelines or Terms or Service, or your Customer Agreement Terms and Conditions or Plan. Follow us on Twitter™!

How do I file a complaint about horrible, incompetent and negligent customer service?

I might sound super rambling but I am very frustrated and just tired of explaining the situation over and over and over.
On Wednesday, January 21st, I got a call from Verizon Loyalty Department about a "promotion", which I get $25 credit on each line if I upgrade with edge plan. I wasn't sure what phone to change, so I asked them to call me back on Friday. They called me on Thursday, but I couldn't get the call, so I called them on Friday and talked to the customer service. I wasn't still sure about the upgrades, so I asked them about the upgrades with $25 credit would still apply several weeks later if I decide to upgrade, the first representative whom I've talked to looked at my plan and said something like, "Yes, that is absolutely possible. I was looking through your plan, and since you are a loyal customer and ended your 2 year contract with us, I can give you $25 off on your each line. I asked them would I still get the $25 credit for each line when I upgrade to edge plan. He said yes because the $25 off that he is giving me is for the monthly charge and the edge plan $25 credit was for the equipment charges. So Month to Month $25 off was applied on the Jan 24th, and activated on 29th.
After I finally decided to upgrade my phone, I called Verizon customer service the next week. I do not recall the exact day but on 28th or 29th I called to upgrade it, and the second representative also assured me that the credits were going to happen, and then he offered me to bump down my data to 6 gb from 8 gb to save money because I use less then 6 gb each month. I bumped down to 6gb loyalty plan so I was only paying $60 per month instead of $70 per month. The representative told me I would be only paying around $120 per month. I forgot to ask my sister what phone she wanted to change, so I didn't upgrade it right a way. So only the data plan changed on that day.
I was extremely busy with my work for few weeks, and I finally called again to upgrade it, the third representative told me different old me that the previous representative was wrong about giving me another $25 credit when I upgrade with edge plan. So I ended up upgrading both of my lines with $25 credit on each line plus $60 for 6gb data. But she said I would be still paying less then what I normally pay, which is around $183. I upgraded and took me few days to receive my phone. I checked my bill and it was showing different than what I was told. I called again and explain all this thing again and the lady adjusted my data plan - 6gb loyalty plan for $50. She said she doesn't know what other representative was doing, but this will fix that I would only pay around $150-160 per month. After I got my phone, I called verizon to activate my phone (I don't really remember it was before or after, I just talked to them too many times and they have changed my promotions and plans too many times in very short time). He also confirmed $25 credit off for each line, but there was one time tax fee that none of the representative has mentioned while I asked bunch of questions about the upgrading fee and how much it would cost on the first month and etc.)
After all of that happened, I was settled and didn't think about the payment until I got $290 with only $15 credit on my bill. I called again and asked what happened and the representative told me she doesn't know why this happened and why the previous representatives told you something that weren't true. and I had to go through the explanation again. She said she fixed it and everything was taken care of.
I checked my bill today. My plan was changed to $90 for 6gb and I was paying $30 more than I originally paying which was around $180 and $50 more than I was supposed to pay. I called the representative today, explained the previous situation and asked why this happened. Basically he told me that all the previous representatives were lying to me. Are you kidding me? They were lying to me? How am I suppose to know if he wasn't "lying" to me? He said only thing he can do is change back to my original plan and amount, and I would pay $6 more than what I used to pay which was about $183.. I asked me if I would get the the 8gb back. He told me that isn't possible. The change did not happen so far. I am tired of calling verizon and more tired of getting different answers from different representative.
I am seriously concerning about changing my service to different carrier. I have to call the verizon every single month when there is a change in my plan. If they were really lying about the promotion and plan just to sell more service, they should be suspended or fired or something, and I need my money back for overcharged fee and need some kind of compensation for my wasted time and stress I got from this.

Okay. You are just missing the whole point, and I am not saying anything after this. I did go to the website to read about the edge plan after I got a call from the loyalty department. I asked the questions on some parts I didn't understand (or was confused of) to the representatives. But my main question was whether I was getting $25 credit and in what conditions. They all answered differently to the same question. (My original question - Do I get the $25 credit with edge plan?- One rep. offered me that month to month $25 off before my upgrade. Other rep. confirmed $25 off plus $25 credit with edge and offered bumping down data plan to save extra money. Another rep denied $25 off plus $25 credit with edge but confirmed decrease in my monthly payment by bumping down the data plan. Other rep denied both. You see what I am talking about? I asked one question to begin with: am I getting the $25 credit with edge upgrade plan - and they are the one who offered me different promotions and offers)
I also left the part that I actually went to the website and 'researched' the different plans that all the representatives were talking about after I hung up on the phone each time. I joined the forum today because I wanted to know where and how I could file the complaints on verizon customer service after today's call. I should have been more clear on what I was asking, but I thought I was clear enough on my title "How do I file a complaint...?" Yes I am angry at the fact I didn't get what I thought I was getting, but I am more frustrated the fact every single time I talked to the customer service I get an answer from the rep. I am on the phone, saying "Previous representative you've talked were wrong about this," or "They were lying." The representative, then, would fix my issue, but I would still get the conflicted bills. Don't I suppose to call the customer service to fix it? What's the customer service for if it's not for that?

They killed my internet and gave awful service

Hello, not sure anyone can give any advice but has just had the most awful 4 days (so far and likey to go on)
The history.
Wednesday 30 July reported fault online about phone with no dial tone.
Thursday 31 received an email form BT saying they had tried to phone (why when the fault said the phone wasn’t working) and they would send an engineer by close of play on the 5 August.
Engineer rang at 17:00 on the 1 August to say he had fixed the fault, he had replaced the ports as they were faulty. He said that the fibre port will affect the broadband but it should reset itself in about an hour, if not report the fault and they can reset them remotely.
I left it 2 hours then reported the fault, I was told there was routine maintenance so the system would be off for 24 hours anyway from 10:00 that morning to 10:00 on Saturday. No one hadwarned me about this I explained that I had only lost internet access when the engineer fixed the fault, and the person was adamant that signal would be returned Saturday at 10:00 (I had also explained what the engineer had told me)
As I doubted this I rang the auto update line, this said there was a major fault in my area but this had been fixed, reboot and if no access raise a fault.
I rang again and was talked through the process of resetting both the modem and hub and told as I was not using my BT Hub they couldn’t say anymore, but would book a call back from second line support 9:40 – 10:40 the following day.
The call did not come
I rang the help line and gave up after and hour
I tried again for another hour
I tried again and got through after 45 minutes, I said about not receiving the call back (this was ignored) and i had to explain the problem, including what the engineer had said, we went round in circles going over everything everyone else had tried, and he also insisted I plug in my Asus router to confirm it was not a hardware issue, plus trying a different ethernet cable I had. I had stated several times that I had already tried this repeatedly, and the instructions the engineer had provided. His response was that the engineer was a phone engineer and not a broadband engineer so didn’t know what he was talking about.
At this point I gave up, told him to book an engineer, that I was at work all week, told him I was really unhappy that BT had caused the fault and now I would be without access for over a week, asked why an engineer couldn’t come out today or tomorrow and he said engineers don’t work weekends but next weekend was special. I asked to speak to a supervisor and he said one would call me back in 2 hours, I doubted this and asked for a manager to be told they don’t work weekends either.
Fed up I said just book the engineer for whenever you want, get your supervisor to ring me and also get the complaints department to ring me.
The supervisor rang back 3 hours later, no help what so ever, would not consider the advice from the engineer and kept repeating that the first appointment was Tuesday, the engineer would need access to my property (even though the fault is in the exchange) as he may need to replace the BT Hub which clearly is not the problem as my on router also has the same problem.
There is no broadband signal reaching the hub, the open reach modem has green across the board but the hub has a red broadband light and shows as "disconnected" when i access the web inteface.
have had this years ago and the engineer fixed it frm the exchange (supprise!!) I cant believe the exchange is empty all weekend.
I would swap provider but i cant look it up as no internet - lucky i have 4G on my phone
So frustrated!!!!!!

@ BlinkeredCat23
please remember you will still be using the same Openreach infrastructure and engineer just a different name on the bill
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How to cancel TV and Phone while keeping Internet and Home Security

We have moved to CA and have Xfinity TV and Internet connected at our new address. However, we still have Triple Play (TV, Phone, Internet) AND Home Security service at our prior address in MN. We need to disconnect TV and Phone in MN immediately, but keep the Internet and Home Security services for another few weeks until we close on the house sale. We've spoken to multiple reps in CA and MN and been given the run around. Xfinity Home refers us to Comcast customer support, which refers us vack to Xfinity home. CA reps say only MN can get the MN account sorted out. Complete cluster.

ComcastZach, I think I love you.

How can I downgrade Triple Play to just FIOS Internet?

A couple of months ago, Triple Play seemed like a good deal. I only wanted Internet and TV, but Triple Play came out being the cheapest bundle with both of them. The deal was only available online. When I got it, then I found out that you have to rent a cable box to get TV service, which adds $10/month to the bill. It seemed horribly misleading - if it's actually required, I see no reason to make it a separate expense other than to conceal the true cost of the service - but overall still a good deal.
Now, I find I never watch TV. Ever. There's just no time for it. I like FIOS Internet, but I'm also paying for services that I don't use. And Verizon is making it very difficult to change this. There is no information about doing this at all on any of Verizon's pages. After calling customer support, I find out that the price I'm paying comes from a complicated array of discounts, which are only available to new customers, and would go away if I changed my bundle, meaning that I'd be paying much more if I got rid of the TV service. Not only that, I can't even return the cable box to reduce my monthly bill $10 - doing this would automatically disqualify me from the Triple Play discounts because I can't get TV service without it (even though I absolutely can, just with a very limited selection of channels - I've tried plugging the coax right into the TV and it works more or less).
So, what can I do? Xfinity's Performance bundle at $30/month is looking pretty attractive, and maybe after a 6 month trial period Verizon can consider me a "new customer" again. But if and only if there's a way I can just cut back on the services I don't use and make my bill go down instead of up, I'd just as soon not go to the trouble of changing ISPs.

"Services and fees" are something you can't do about because those are county's charges. As for the $10 charge for the cable box, I don't know what to say but they should have been free. Have you asked why you're being billed for the box? The offer you signed up for is probably alot different than the ones that exists today. Did they charge you for the box the first month you have services.

When is FIOS internet coming to Illinois?

I have been waiting for a couple years now, and have still not hears anything about FIOS internet coming to Illinois or even a rough estimate, the only internet we can get here right now is very slow and unreliable and I'm eagerly awaiting when it will be available in Illinois, and doesn anyone have any idea on when it will?

As Anti-Phish stated, Illinois is now Frontier's service area. Frontier won't be running FiOS out your way any time soon, unfortunately. Frontier's main goal right now is to try and get people who are without DSL and without clear telephone service up and running the way they should be. Since their core business (Telephone Service) is on a demise and considering they have taken on a new, huge service area, they have a lot of things on their plate and I also imagine money has been stretched. From what I know Frontier is still building out FiOS in existing service areas, but away from that and newer neighborhoods, the most you can hope for right now is a Cable company to show up or for Frontier to bring DSL out to you if they haven't already.
If you have DSL with Frontier, you could visit DSLReports and post up in their Frontier Communications forum. I am a DSLReports member and am also a Frontier customer besides a Verizon customer, so if you do this, the next time I stop by the Frontier forum I'll take a look at what is going on with your connection.
========
The first to bring me 1Gbps Fiber for $30/m wins!

Verizon Fios Slow internet no support from from verizon customer services

It looks like nobody seems to care bout your problem as long as they have your money.
Here I'm almost a year with verizon FIOS internet and cable.
Has not been able to enjoy for a whole month, Been calling verizon for resolution almost every single night.   Verizon send disgrunted technician to your house that do nothing, only check cable and signal when it has been stated on their system that it has been checked at least 60 times in the last 10 month.
You request them to send somebody to check your ONT and they seems to ignore your request.
when you try to cancel they give you the run around even if you are not in a contract as ME.    I'm not in a 1 year or 2 year contract. What I'm recieving from verizon cannot be called a service.   Why is so difficult for me to cancel this horrendous nightmare so i can go to provider who want my money.
I'm Paying for 50/20 internet speed
my download speed is 1.2 megabit to megabit on my lucky nights.      My upload speed is from 3-7 megabit never been higher than 10 megabit

It looks like nobody seems to care bout your problem as long as they have your money.
Here I'm almost a year with verizon FIOS internet and cable.
Has not been able to enjoy for a whole month, Been calling verizon for resolution almost every single night.   Verizon send disgrunted technician to your house that do nothing, only check cable and signal when it has been stated on their system that it has been checked at least 60 times in the last 10 month.
You request them to send somebody to check your ONT and they seems to ignore your request.
when you try to cancel they give you the run around even if you are not in a contract as ME.    I'm not in a 1 year or 2 year contract. What I'm recieving from verizon cannot be called a service.   Why is so difficult for me to cancel this horrendous nightmare so i can go to provider who want my money.
I'm Paying for 50/20 internet speed
my download speed is 1.2 megabit to megabit on my lucky nights.      My upload speed is from 3-7 megabit never been higher than 10 megabit

Verizon's new FiOS GigE Wireless N Router and High Speed Internet

So I got a deal in the mail to get an upgrade to [50/25] Mbps Internet (I currently have [15/5]...when I was reviewing it on line this message came up...
Verizon will provide up to [50/25] Mbps Internet with a wired connection. If you use your Internet primarily for wireless or WiFi connections, you have the option to upgrade to Verizon's new FiOS GigE Wireless N Router which will maximize your speed delivered through your wireless connection.
Upon completion of your order, you'll be provided with information for purchasing a router at Verizon's online equipment and accessories store.
I am VERY interested in getting super fast internet...my current internet is really good but it wouldnt hurt to bump it up. I have several devices using internet in the home...most of them wireless (including my PS3). I currently use a Verizon Actiontec router.
So here is my question...do I really need to get the above router to take advantage of that [50/25]? Also one other thing...My house is fairly large and I would really like to have two routers...is it possible to use two routers or a setup to have one upstairs and another downstairs?
Thanks in advance for the answers!
-Jest

There are a lot of variables that affect wireless range.
Walls, interference, other networks in the area, etc.
You don't indicate which older Actiontec you have.
Wireless capabilities also vary by Actiontec hardware revision (A,C,D,E,F,G,I).
In general, wireless range for 802.11n is somewhat less than 802.11g, even though the bandwidth is higher.
This is especially true on the 5Ghz band (which the latest Actiontec doesn;t support).
If you only need another 10 feet, you could try moving the router, or replacing the antenna with a high gain antenna.
http://www.meritline.com/high-gain-802n-2-4ghz-swivel-antenna-routers-network-card-adapters---p-4440...

I have Verizon FiOS service for phone, internet and TV but I only have one TV hooked up for it for just basic cable service with no DVR and no need for widgets. Can I use an Airport Extreme as my router and not use the FiOs router?

I want to use an Airport Extreme as my router. I currently have a Verizon FiOS router. I have Verizon for phone, internet and TV. However, TV-wise, I just have a basic service for one TV with just a regular box. No HD, no DVR. Don't need access to a menu, widgets, on-demand. Can I eliminate the FiOS Router and just use the Airport Extreme and still have phone and internet?

I know that it will increase my wireless coverage in my house but will it increase the speeds?
Not sure what you are asking here. The AirPort Extreme is only going to be as fast as the Internet connection that it receives.....which is 75/75. It cannot take a 75/75 connection and make it go any faster.
If you locate the AirPort Extreme in an area where you need more wireless signal coverage, the AirPort Extreme would deliver 75/75 in that area. But, keep in mind that the AirPort Extreme must connect to the FIOS router using a permanent, wired Ethernet cable connection.
If you are asking if the AirPort Extreme can wirelessly connect to the FIOS modem router, and extend the FIOS wireless network, the AirPort Extreme would not be compatible with a FIOS product for that purpose.

Airport Extreme and Fios.... I had fios hooked up today (Internet and phone only)... Want to my aebs as the primary and wireless network. Would someone be able to provide step by step instructions because I cannot figure it out. Thanks!

I had fios hooked up today and am about to rip my hair out... Would someone be able to share step-by-step instructions for connecting my airport extreme base station. I want to use it as my primary for everything including wireless (fios is Internet and phone only ). ThNk you in advance.

Thanks for taking the time to detail that. I think I have it, but I have a few things to clarify.
1. This negates the need for the Westell Series3 9100EM, because, the "router" mentioned in the line "Hook an Ethernet cable from the ONT to the router's WAN jack" is the Apple Extreme Base Station (or other suitable router), right?
2. I haven't got the TV portion of FIOS service, although I may add that at some point, so in my case the COAX to NIM (and the NIM for that matter) aren't needed, right?
I see a couple of issues. One, I have COAX run for the current connection. And, two, Verizon would need to come out again to do the CAT5 configure. Can the CAT5 run be that long and still be effective? Maybe the Westell router could be used to extend the wireless network? And, if FIOS TV is added could it be used in place of the NIM (since I already have the COAX and the Westell at the back of the TV)?
Regardless, I REALLY appreciate your help. On a side note, it's interesting that the NIM takes both the COAX and CAT5.

I recently upgraded to Fios Quantum and have a new ActionTech router. As a result my PC is no longer communicating with my APPLE TV.It must have a firewall or ports beegin blocked preventing the homesharing and communication even though the APPLE TV is on

I recently upgraded to Verizon Fios Quantum high speed internet and was given an ActionTec router. I sucessfully installed all and connected wth my Apple TV. Although it worked initially it no longer does. Something appears to be blocking the Homesharing between my PC and the AppleTV even though the Apple TV is successfully connected to my home network. I spoke with an Apple Support Tech who was unable to help me becuase I have a PC! He admitted this is a common problem with FIOS and PCS. There must be a port that needs to be opened in the router. I do not beleive it is anything to do with my antivirus software or Windows Defender as i uninstalled all and still not communication. Must be a port within the routter that is blocking tis communication. On my Itunes you can see that it does not see the Apple TV. Please advise.

I'd have to agree. I set my vms and two clients on Saturday in one hour. I think the picture is better I did not see an issue with the brightness. For the heck of it I recorded five channels at once to test it. I've also noticed when playing a recorded show on the client everything responds a lot quicker. So I am impressed and curious to see what new features come later.
Kudos to verizon.

Monitoring and controlling internet access for router

Im kinda confused about what im doing but i have neighbors next door that are bumming off of my internet and i want to be able to deny the access of their computers. i tried changing the password but it seems that it didnt help, i dont know why or how they got around it but if someone could tell me how i could block their computers from accessing my router it would be greatly appreciated. thanks.

The details of this depends on what kind of router you have, but generally the most secure setup is to only allow specific MAC addresses to use your router. This can be a pain until you have added all of your devices - and if you have occasional users like friends who drop by it's annoying to have to go into the router and add them. Still, it's the only sure-fire way to keep everyone else out. In my router, it's under advanced wireless settings, and the function is called Setup Access List.
Bill

Need help with Airport Extreme and my new Verizon Fios Internet connection

I just got the Fios install, and the tech and I couldn't figure out how to use my Airport Extreme as my wireless connection. I'm not real tech savvy (and I've only been a Mac guy for about 18 months). My current arrangement is the basic Verizon setup with the Airport out of the loop. How can I go about moving from here back to using my Airport Extreme? I need the range! Thanks in advance for your help.

Have you tried resetting and reconfiguring the AirPort Extreme base station (AEBS)?
Are you using OS 10.5 or OS 10.4 or earlier?
Are you using the round 802.11b/g AEBS or the square 802.11b/g/n AEBS?
If you are using OS10.5 OR the square 802.11b/g/n AEBS you should refer to "Designing AirPort Networks Using AirPort Utility" (direct PDF link).
Otherwise you should refer to "Designing AirPort Extreme Networks" (direct PDF link).

About fios internet and my router and availbility of service

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