New Fios Customer and Extremely Disappointed

Hello,
I just signed on to Verizon Fios because I've heard great things, however I've been extremely disappointed in what I've experienced so far.
My set up for installation was Sat 1/4 between 9am-12pm. The installer showed up late, at 12:10pm. It then took him until 3:45pm to complete the installation- over 3.5 hours! I have no idea why it took so long for him to come in, set me up with a dvr box and internet. I was previously with Optimum and they were in and out with installation in 30 minutes AND they arrived within their window. My entire morning and afternoon was gone because I had to wait around all morning because I thought he would show up before noon, and then I'm not really sure why it took him ALL afternoon to set up.
On Sun 1/5 as I was watching tv the screen went black. It was on mute and all of a sudden it just shut off. So I then spent over 2 hours on the phone first with an automated lady and then two different techs trying to fix the issue, which they concluded that I need a new set top box. The earliest time they could give me is Wed 1/8 between 8am-8pm.
This service window of 12 hours is absolutely beyond ridiculous!! I have never heard of a 12 hour window before for anything! Whenever I had an issue with Optimum, they were there the next day before 10am.
I cannot take an entire day off from work to sit around my apartment waiting for a guy who will probably show up at 8:10pm. (And I do not have family or friends nearby who can take the day to sit in my apartment for me in case the guy shows up between 8a-8p) And it's crazy that I was just set up with cable/internet on late afternnon Sat, and within 24 hours cable's not working- and now I have to wait 3 days before anyone can come fix this??
I need my service window to be Wed 1/8 between 6:30pm - 8pm. I'm ready to leave and go back to Optimum.
Thank you.

I know what you mean. I am also a new fios customer after newly 8 years with optimum. I am beyond disappointed and quite furious! The tech guys that installed my fios on 1/4/14 took 4+ hours and admitted that they are not familiar with fios all that well even though they have been working with Verizon for years. The picture quality is sub-par to optimum, I don't know if something went wrong with the installation, but I am left with extremely blurry SD channels and slightly pixelated HD channels. If you can called that HD! I have had Tech support come over and they gave me all the excuses on under the sun and even insinuated that I am seeing things. Its really frustrating that I haven't been able to find a tech that is knowledgeable enough to fix this issue.
Alas a customer service rep told me to give them another chance and that he will send an experience tech to my house on Monday 1/13/14 between 9-12am. If this tech person give me any excuse short from actually checking the splitter outside my door or switching the wires, I am going back to optimum! Fios has been a complete nightmare to say the least and I hope both our issues get fix soon.

Similar Messages

New FIOS customer with dropped VOIP calls and Internet connection

I am a new FIOS customer. Got my 50/25 connection a week ago, switching from a TWC 6/1 connection. Ever since the new connection, I've had numerous issues.
My VOIP (Ooma) connection constantly drops and re-connects during conversations
I've had random Internet connection losses, which picks up again after a few minutes
My home alarm starts chirping every once in a while
I've contacted Verizon several times due to these problems and have received varying answers with no resolution of the problem.
The first time I spoke with support, the tech logged into my router and changed the WiFi channel saying that would fix the problem. It didn’t.
The second time I contacted them, the tech ran a bunch of diagnostics and said everything looked fine so it must be an IP address conflict with my devices, because I had a couple devices using static IP addresses. He said everythinf should be DHCP and the last two digits could not be higher than 99 (192.168.1.99). He said FIOS does not support 3-digit numbers at the end.
So I changed all my devices to DHCP and ran some online VOIP tests. It showed a packet loss of 2-5% and MOS score of 1 (which is bad). I was still getting dropped connections, so I disconnected all devices and connected just one computer to the router and tested again. I was still getting packet loss.
Then I called support a third time, this time the tech said there were no 2-digit IP restrictions and that he was detecting there was no UPS baterry backup for the ONT which was probably causing the problem, so he dispatched a field tech to my house.
Today the field tech came (same guy as before), he took one look at the box and said it was too close to my Electric meter and the RF from the meter was causing interference to the FIOS connection and resulting in dropped connection.
He moved the ONT to another location and said that should fix it.
Well, I'm still seeing packet loss and low MOS score when I run the VOIP test.
I don't know how much of what the techs are saying is true and how much is made up stuff.
Has anyone had similar issues and have thoughts on solutions or likely causes for dropped VOIP calls and connections? Could RF be causing this?
I thought going from a 6/1 Cable connection to a 50/25 FIOS connection would be awesome, but this has turned out to be a nightmare, and I may have to switch back to cable if the problem is not resolved.
I would appreciate any help.
Thanks!

Don't know where the packet loss is happening. I ran the VOIP test on myspeed.visualware.com and it shows a packet loss of 2-5% at different times and a MOS score of 1.
The report says MOS should be around 4 for good VOIP calls.
The Verizon tech who came to the house just blamed the electric meter box for RF interference and move the ONT farther away.
My concern is that I'm getting different answers from different techs at Verizon.
Regarding IP addresses. The Router shows a DHCP range from 192.162.1.2 to 192.168.1.254 as available for devices on the network. So, if I need to assign a static IP to a device should I use a number below 99 or above 151?
Thanks!

Constant Lose of Internet / New Fios Customer.

HI,
I am a new Fios customer, unfortunately after the first few hours I lost my internet service. I rebooted the MI424WR router several times with no luck... I needed to call tech support so they can break the IP lease. They will be sending me a new router, but my husband who is an I.T. Tech, is very upset, and would like the Fios service techs to come down and look at the issue.
Wondering if any of the following may be the cause:
1. ONT issue
2. Access point issue from down the block from me.
3. Splitter issue
4. Did a Google search for MI424WR internet drops & we saw a ton of people with this issue.
Would like to hear from anybody with any suggestions!
Thanks

Sorry to hear about the problems with the service. Since you got the new router, is everything working again?
Anthony_VZ
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New fios customer as of today and having some issues.

Just had fios tv and internet installed today. I understand with there is going to be a learning curve and have done some searching however I have not found a solution. I also contacted online support but was told the system is down and they basically couldnt do anything.
First thing we noticed is that our living room box 1.9- qip-6416-p2 wont display the guide in full screen. It only shows us one hour ahead and is cut off on the sides with black bars. This is a 52" wide screen and the settings on the box are set correctly.. This is when it is set to full mode on the guide.
The box in the bedroom qip-7100p2 displays the guide fine in full mode
I have reset the box and the router and this did not help.
I also have a problem trying to acces the dvr information online both boxes display BAD GATEWAY..
I am also unable to use my android phone as a remote. It tells me the last four digits of my number are incorrect.
Any input would be greatly appreciated. In the meantime I suppose ill do some more searching. Thank you.
EDIT: Just found some information regarding the 6xxx boxes saying they do not support the HD guide format? Is this true?
I hope to get the issues solved fast. I still havent canceled charter and DTV but would sure like to.
EDIT: AND now as of a few minutes ago the router had just rebooted all own its own... i hope this isnt a sign of things to come.

Brian I am sorry that you are having these problems. You are correct about the 6xxx boxes not able to get the guide in HD format and the chop off. We can remedy this. I have sent you a private message to get more information from you.
Anthony_VZ
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Notice: Content posted by Verizon employees is meant to be informational and does not supersede or change the Verizon Forums User Guidelines or Terms or Service, or your Customer Agreement Terms and Conditions or plan

Ex-Uverse customer not happy with being a new Fios customer

We just had our Fios Triple installed on Saturday 9/30/13. I was a very happy Uverse customer. We moved to Verizon territory and we wanted something similar so we chose Verizon vs Direct TV and Charter Cable. Verizon Fios is far inferior to my experience with AT&T Uverse. It wasn't just one person but the whole experience. I never called AT&T's customer service in the years we had it. We had no problems. I just got off the phone for the sixth time since our install and it hasn't been a week yet.
Issue 1) Installer called at 8:30am to tell us he needs to come earlier than our 10am-3pm appointment. I explained we were moving and was signing the lease at 9am that is why we set a 10am-3pm appointment so we would have the key, TVs and phone in our place ready for the install. The installer said well he was scheduled for 2 appointments during that time frame so he doesn't know if he could make it at all if he doesn't come now. I told him it was ok to come after 3pm but please call and let us know since we are moving in. I thought about the situation and as a former dispatcher myself, I knew we shouldn't have gotten that call. I called customer service to let them know installer might not be able to show at all and gave them heads up. We got a call back from the installer telling us he will keep the set appointment time. He showed at 1pm
Issue 2) The installer showed with a bad attitude. Our place was already set up for Fios. The previous resident had it installed so it shouldn't have been a hard job. He was complaining he needed to drill a hole to install the Router in the living room. I told him no problem the hole can be covered with the TV and furniture. There was only one wall that the TV could go on so I asked what was the alternative outside of canceling the order. He placed a small hole next to the Verizon box so I wasn't sure what his issue was. It was obvious he didn't want to come to work that day. He took what I thought a long time to set up DVR, Set Top Box,router and phone. I tried hard not to compare AT&T installer to Verizon installer because people have different personalities. This installer wasn't friendly and AT&T went out of his way to tell us what he was doing, gave us feedback and walked us through all three. To put the icing on the cake, he left a nice sheet with our new phone number, att.net email, Uverse URL, wireless network connection name and key and if we had any questions in the next few days, we could call him directly since he was familiar with our set up. The Verizon installer went over the remote and left the channel line up brochure. He told us if you need the wireless network connection info for the devices, the numbers are on the back of the modem. (Do you know how many numbers are on the back of the modem???) I know how to find the numbers but my husband didn't so I had to tell him which ones.
Issue 3) After the install we went back to the old house and got more stuff to move. My husband said he wanted to record Homeland on Showtime can I do it from my phone like I did with Uverse. It took me 1 hour to figure it out because the website wasn't mobile so it wasn't working. I had to download 3 apps to figure out which one to use. I was so proud that I figured it out. It wasn't intuitive and it confirmed I had scheduled the recording. Monday morning I'm in front of the DVR to check my scheduled recordings. Homeland was there but didn't play. Called customer service..They said you have the Extreme HD. You need Ultimate HD. I told them I'm a customer and the names mean nothing to me. I wanted the package that had Showtime but didn't need HBO. When I placed the order originally, I told the sales agent I wanted a similar package to what we had with Uverse. I mentioned we watch Lifetime, Showtime, the Movie Channel and sports but we were going to suck it up that Uverse got Pac 12 channel last week and Fios doesn't have it. I pulled out the channel brochure and saw that there are no movie channels with the Extreme package. I think of 2 errors-1) Give us the channels we want and 2) Why was I able to appear to record from a channel we didn't subscribe to but I was made aware of the 3rd error when the new agent was confirming my order. The price for more channels was cheaper!!! Now I'm not happy at all!!!
Issue 4) I had to look up the phone number on my account. It wasn't in the confirmation email order and of course I had to call customer service once again to get full access to my account online because the call never came through with my full access activation code. I got the code and went to set up my voice mail. I couldn't. I called customer service again and was told I didn't have a voice mail box set up on the server. I asked why. The tech said it wasn't on the order so we didn't now you wanted it. I asked is there an extra charge doesn't it come with Fios voice he said yes then I asked why isn't it just set up. He said how are we suppose to know you want it!!! I've been ordering landlines and cell phones since the 70's. I've never had to tell anyone I want voice mail. All I had to do was set it up.He said well I'll add it and it could take up to 24 hours before you can set it up.
Issue 5) I record Scandal and schedule to record on all types since we have HD in the living room and SD in the bedroom. We decide to watch half in the living room and the other half in the bedroom. You know the problem there.. CAN'T. I'm still frustrated with Verizon but haven't reached the boiling point until...I can't record on Monday night The Voice and Dancing With the Stars at the same time at 8pm and Hostages and Black List at 10pm. I see 8pm shows recording as the same time as the 10pm because the networks end the shows at 10:01pm. I said well lets see if in the future one of the shows are on Video On Demand. Click on VOD and it says Temporarily Unavailable. SERIOUSLY!!!! I call customer service. I get a tech. He transfers me to a sales agent to make sure I have VOD in my package. She gets an ear full of my problems and gives me a $20 discount per month for 12 months. I didn't boil over..Still frustrated but appreciated that finally someone tried to make me happy. She transfers me to tech to fix DVR issues and VOD. Tech can't fix SD/HD or recording my 4 Monday night shows. The DVR has limitations that I didn't have with Uverse. VERIZON -time to get up to speed and fast with your DVR limitations. It can be solved with allowing more recordings at the same time...DUH!! You guessed it..Video on Demand was never set up for our account. It will take up to 24 hours to add this service that even comes with the basic Fios!!! I asked the tech how does this happen! When an order is placed isn't there a check list to make sure all the features are activated. He said yes but the agent didn't order VOD. Now to me that makes no sense for the agent to have to order set up for something that comes with a package. It should be a part of the check list.
Verizon..All I can say is, you guys have got to get this together. There needs to be a customer complaint hotline because I now get to tell everyone on this forum and all my social media accounts how poor your set up for new customers and how your DVR service is lacking. I asked during each call if there was a general customer relations department for Fios one agent said yes and gave me the number to Verizon Wireless customer relations...oops!! I happen to be a wireless customer and they got an ear full and apologized for your incompetence. They didn't have a number and got off the phone embarrassed that they shared the same name.

Hi Lisacpt,
Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. Please keep all correspondence regarding your issue in the private support portal.

Any software differences between new airport express and extreme?

I was wondering if there are any features or configuration differences between the two, such as configuring VPN passthrough.
The only difference I can see is using the USB for hard drive use.
Also, do you think the performance will be similar. I know the time capsule actually rated slower than the extreme even though they use similar hardware.

You can find all the differences between the AirPort Express and Extreme in this website > http://www.apple.com/compare-wifi-models/

New FIOS Customer Question about hookup

Hello,
After over twenty years of cable service I just signed up for triple play with FIOS. I am very excited and hope the transition in two weeks will be uneventful! My cable company dropped HGTV and Food Network which are my two favorite channels. I work up to 12 hours a day and really looked forward to watching my shows that were TiVo'd while I was at work. After much research I hope I have made the right decision for higher quality and a significant savings.
One thing does puzzle me though. The rep over the phone told me that the FIOS after being brought into the house can connect to my cables already in the house from my old cable company. How can the quality be better than broadband if using the cables from the cable company??
Also is there a number I can call before installation to remind the installer that I have three TiVo boxes and two of them require cable cards??
Thanks
Patty
Solved!
Go to Solution.

You must be a Cablevision subscriber. Many friends and family have asked me if Verizon still has Food and HGTV and of course said yes.
The answer is yes, the existing coax cables are used within the home as long as they provide a good signal from the splitter to the TV. The reason the quality is much much better over Cablevision or any other cable provider is the TV signal comes to your house via Fiber Optics cable. The fiber optic cable then terminates into a box outside the home and then from there is split out between TV, Internet and Phone. The problem with the cable company set up is if your neighbor has a bad connection you can potentially be affected at your home.
Lastly the picture quality between Cablevision HD and FIOS HD is so noticable. My neighbor and I both bought the same TV. He is on Cablevision, I am on FIOS. When we compare the picture between our TV's his picture looks only slightly better than SD plus he also gets pixelization from time to time. My picture is 100% clearn 100% of the time.
I'm not sure about the cable cards. May be worth a call to support at 888-553-1555
Jim

IBooks error and extreme disappoint in the updated version

Help? Anybody have an answer? I would really appreciate it.
I hate the new iBooks. In my opinion it is totally useless. Apple took a perfectly good application and transformed it into a piece of junk which I cannot us. First off, it deleted all my .epub files which were Classics downloaded free from the Internet. I provides no connection to the actual files on my computer.
Help? Anybody have an answer? I would really appreciate it. Every time I try to import a PDF file I get the following error message “_Shawl 1 Skein Summer Shawl M.pdf” couldn’t be moved to “Books” because either the former doesn't exist, or the folder containing the latter doesn't exist.". I have no idea where the aforementioned "Books" is supposed to be. Moreover, I cannot find any infomation on this error at the apple support web links. If Apple cannot resolve this, I will switch to using Kindle or Adobe readers.

yes, if you make a change on your mac or other apple device the changes will be uploaded to the stream, when wifi is available.
(ps: may not upload immediately)

New Fios G1100 and Multiple Xboxs Connected to xbox live issues.

I just upgraded my router from the Actiontec MI424WR to the G1100. Now I am into an issue with Fios keeping a connection to xbox live on selected xbox devices. I have 3 xbox 360 and 2 xbox one connecting to the network. Both Xbox One maintain solid connection to live, but the 360 experience I have a totally different experience. My set up has 1 Xbox One Wired, 1 wireless. I have 2 xbox 360 wireless and 1 wired. I am also experiencing problems with one of my desktops which is wired that randomly loses a connection to internet. I been using this TRENDnet 8-Port 10/100Mbps GREENnet Switch (TE100-S80G) to help with wired connections. Both Xbox Ones on the network remain connected at all times, or at least I haven't seen a drop. My experience with my xbox 360s are completely different from my Xbox One.They all drop connection randomly every 5 to 20 min. I can immediately sign back in , but this continuosly happens. I was able to get one xbox 360 to maintain a continuous connection by putting it IP address and enabling DMZ on it. I have tried port forwarding but that doesn't work. Anybody have any suggestions or solution? Or should I just shipped back the G1100 and go back to Actiontec MI424WR.

Who is your ISP...?
Are you getting any error message...?
Try the following settings and check..
Open the router setup page,On the set-up tab change the MTU Size to 1365 and click Save Settings...Click on "Administration" tab and disable the option UPnP and click Save Settings...
Click on "Applications and Gaming" tab and then click on "Port Range Forwarding" subtab...
1) On the first line in Application box type in ABC, in the start box type in 53 and End box type in 3074, leave the protocol as both and under ip address type in 192.168.1.20 and check the enable box, click Save Settings once done...
2) Once you return to the set up page click on the Security tab and uncheck Block Anonymous Internet Requests and click on Save Settings...
3)Click on the Status tab and take note of DNS1 and DNS2 Addresses...
4) Goto the XBox Network Settings and IP Address Settings and select manual IP Settings and assign the following on your Xbox
IP Address :- 192.168.1.20, Subnet Mask :- 255.255.255.0, Default Gateway :- 192.168.1.1...
5) Also assign the DNS Addresses on the Xbox
Use DNS1 and DNS2 Addresses you took note off of the router status tab as Primary DNS & Secondary DNS for the xbox...
6) Turn off your modem, router, and Xbox...Wait for a minute...
7) Plug the modem power first, wait for another minute and plug the router power cable, wait another minute and turn on the Xbox and test it...it will connect...

New FIOS Customer

We had our service started on 03-08-2012. For the first week it was okay, but we've started to have problems.
At first I noticed a delay in STB response time with the remote (VZ P265v2), then no STB response at all when buttons were depressed. This is intermittent.
Afew hours ago the Dear Wife was watching, and the STB display clock said 11:14PM EDT when it was 11:19PM.
I have had to reset the STB three times now all with FP6A, dec errors.
I may not be as knowledgeable or eloquent as John CF here: An Open Letter
but in his list, numbers 1, 2, 3, and 8 are dead on, and if I may add to #8 the inability to roll out patches, fixes, and updates without causing glitches or loss of service for the end user.
John CF was with Dish Network since 1997 like we were with DirecTv since 1998, back then it was USB, and Hughes.
I have re-set my Verizon STB the same amount of times in the last 12Days, that I had In fourteen years with DirecTv.
If anyone needs numbers from the ONT, STB or Internet router I will be glad to get them.

This has got to be the most convoluted Forum I have ever had the honor to be associated with!
It will report posting errors, but doesn't explain them or am I supposed to be a genius?
I am too frustrated to go on, so I'm siging-off!

5530 new firmware, V32 and big disappointment

Nokia just lost me today. Seems that nobody didn't even bother removing the white square from menu. See, I didn't want any additional features; but not having RDS or menu square bug (which they introduced with another upgrade) not fixed... It just shows how much they care about existing customers.
Bye bye Nokia for future phones, nobody around me will be getting a pro-Nokia advice neither.

I am using Nokia 5530 since more then one year with regular latest updates, It has a great experience for me each day, Thanks Nokia

Frustrated, irritated, disappointed and extremely ticked off 16 1/2 yr Verizon Wireless customer!!!

This is a long one, so you might want to get comfortable!
As stated in the "subject", we have been with Verizon for over 16 yrs. with NEVER a change to any other service...SOLID!!! We purchased 4 Samsung Fascinate phones at Christmas and LOVED them...until the latest update about a month ago. From that moment, it has been nothing short of hell!!! Dropped calls, no calls, voicemails on calls never received, failed receiving and sending of texts, email failures, internet malfunctions or no availability, phone locks up(happened before updates periodically, but not near as often)...the list goes on and on. Probably wouldn't have noticed the issues as much had we not had FOUR...but all four of us were having problems. After about a week or so, we went into a store and were told they didn't know anything about the issue with the phone(we had already put together the fact that it had something to do with the update!) and said they would "research" it and give us a call. The next morning we received the call stating that "yes" there were problems with the update and that we would need to come in and Verizon was offering 3 NEW phone choices as replacements. (NOT "LIKE NEW REFURB" phones...NEW PHONES) We went up to the store and picked the Charge...we are not "techy" folks, we thought it was the most like ours and then the sales persons tells us it is the best one to replace ours being a 4G and all and also stated she was surprised it was on the list as a "NEW" replacement...then the circles began. The salesperson went to order them and we were told they were out of stock and that the best thing for me to do was EVERYDAY dial *611 and ask if they were back in stock at the warehouse...not that she would continue to check, God forbid there be any customer care service...but for me to do it and she handed me a "Post it" sticky with the phone listed on it and *611...I guess in case I forgot the name and #...LOL
I called the next day and was told, "Oh, no, we can't help you here. You must go into the store directly." So, I explained what I had been told and was informed that the warehouse would sent out a message to let the stores know they must handle it in-house and not let the customer call the warehouse on this issue. I was then connected back to my local store, where apparently the call "rolled over" because it connected me back to the warehouse and that representative proceeded to tell me I had to call the store. I informed him that I had and it had come back to them AGAIN! He suggested I "try the store again", so I did. And, AGAIN, it rolled over to the warehouse...I was again connected back to the store where a "precious" sales associate informed me, "yeah, we're all out of them" and also when I explained that I kept calling the store but getting the warehouse, "yeah, when we are busy or something and don't answer, it rolls over there, sorry, you'll just have to keep trying"...!!! Then, last night while speaking with customer care Noah(who was AMAZING!!!), and after almost 2 weeks of being told that they were out of stock on the Charge phones(I'm still thinking NEW phones)...in fact, there were over 9000 in the warehouse and to let him get me connected with a technician to get these ordered out to me. I was then connected to Kevin. After going through my frustrations over the past couple weeks trying to get these phones, he informed that that I was again, misinformed and that they were in fact "out of stock" on these phones! LIVID at this point, I ask how in the world can 1 minute there be over 9000 and now NONE?!? That is when I am informed of the "like new refurbished" replacement. I can only say I lost my mind in that second!!!
I realize that we are mere shads in this ginormous pond called Verizon and my tiny $280 monthly bill is nothing in the grand scheme of what is Verizon. However, I have been a LOYAL, CONSTANT for over 16 years, spending THOUSANDS AND THOUSANDS of hard earned dollars with them and was happy to continue to do so until now. I also realize that there are 2 other phone options for us to choose from...but now it's the principle of the matter. It's one thing for me to buy a phone and after months of wear and tear, something go wrong with it and they send a "like new refurb" phone...I get that and we have used that service several times over the SIXTEEN YEARS+ we have been with Verizon Wireless. However, this is not that same issue...I bought a NEW phone and that NEW phone was working perfectly and we were all 4 completely happy with that NEW phone until an update was sent out that made the phones completely malfunction. I also realize that it was a Samsung update...but that is between Verizon and Samsung.
I think we've proven our loyalty over the last 16 1/2 yrs to Verizon...and do not feel it is unreasonable to think that they should send us NEW phones to replace this issue between them and Samsung. In the grand scheme of that, given our long history with Verizon...they stand to make another several thousands of dollars off of us, which, I'm pretty sure would offset the cost of these Charge phones. I know we are not the only ones having issues with this phone and feel everyone deserves the same courtesy with a new phone! I'm disappointed that Verizon's actions with me on this issue has me questioning my loyalty and looking at my options with other carriers...I think I've proven that I don't like change...I wish they would prove they don't like customer change and step up and send me 4 new phones!
Sincerely,
Frustrated, irritated, disappointed and extremely ticked off 16 1/2 yr Verizon Wireless customer!!!

@ spottedcatfish
April/May 1995...you do the math sweetie...
I realize that Samsung designed the update, not Verizon...however, Verizon and Samsung have an agreement with the phones offered, therefore, Verizon accepts any updates Samsungs puts out...that has nothing to do with me, until my phone is completely jacked!
If you read my post in completion, you would see where I stated that we have had on several occasions used the "like new refurbished" phones offer on our phones. This is exactly what we are doing now, except it was never stated to us in THIS instance that it was "like new", we were told "NEW"...however, it is irrelevant as being "like new" when there are none in stock to replace ours with. That was one of my points! At this time, with them being out of stock and us battling with them for TWO WEEKS over getting FOUR phones replaced...I feel they should send new ones if that's all they have in the options offered to us. So your statement of them "doing us a favor" is a pile of cow dung...but thank you for the input...
And, again, yes we still have the Fascinate because, as stated in my post, when I call *611...they cannot help with this issue...it has to be handle in the store and they say the warehouse is "out of stock" and we should just keep calling back everyday...
Thank you for your amazing reply!

FIOS CUSTOMER SERVICE IS THE WORST AND I AM NOT INSTALLED YET FOR NEW SERVICE!!

So on May 20th I signed up for the triple play service for 59.99 with 2 year agreement with 4 tvs being installed with equipment, home phone service and internet/wifi. On May 25th I realized that I needed to change 3 of the boxes on my order to different ones so I called the 1800 verizon number and spoke with a woman agent who said she was able to make the changes and also wanted to verify on my order that I am getting everything that I am entitled to as a new customer to Fios so I told her okay. Never did this incompetent woman tell me that she was changing my ENTIRE ORDER. At the end of the call she said she made the changes to the equipment and gave me a confirmation number for the change.
Today May 26th memorial day, I receive an email from Verizon confirming the changes that they said I made to my ENTIRE PLAN AT 2:46PM. She cancelled out my original order I placed online and switched it to another plan that was much higher at 79.99 with additional services I did not request and the EQUIPMENT WAS NEVER CHANGE, the whole reason for my call. After reading the email and going back to the original email I received after placing my order on May 20th I called Verizon customer service. The woman I spoke to, again incompetent and unsympathetic to the situation couldn't tell me why my order was change. She couldn't tell me anything and was silent the most of the **bleep** time. (Don't these people work for the same company, she should have been able to see exactly what went on in her system.)
When she did speak she said she was reviewing what was different from the last order. I said there is only ONE order that I placed and the only changes that I wanted was for the equipment. She didn't say anything after that. So after almost 10 minutes of silence, I said well at this point are you able to make the necessary changes to change me back to the original plan I signed up for with the correct equipment I needed. She told me NO, plain out.
Are you kidding me! I never authorize the change of my package, only to the equipment and your telling me you can't do nothing about it. The woman showed no type of empathy for the situation, nor apologize on behalf of Verizon and the lady who screwed up my family order. It was like she didn't care and then said If I want to cancel the order she couldn't do that and that I would have to call back tomorrow May 27th and do so. (Shouldn't a customer service agent do whatever they could to KEEP YOU as a customer and not send you to cancel the order...big problem) I haven't been with verizon for many many years and thought I should give you people a try. The way this initial contact with this company has been has truly set the tone of how these people/company will treat me and my family for the next 2 years. This transaction has not been smooth and not somehting that I would rave about to my friends/co workers/community, I will tell them to NOT choose this company. I see now that Verizon customer service agents will add what ever they want to your account that you didn't authorize, tell you lies and not correct anything that they are at fault of.

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
Please keep all correspondence regarding your issue in the private support portal.

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.

I have been a Verizon Wireless and FIOS customer for as long as I can remember

I have been a Verizon Wireless and FIOS customer for as long as I can remember. The last 2 months has been the worst customer service experience I have ever had. I own a Samsung Galaxy S4 that I purchased through the Verizon trade-up program. Initially I thought this program was a great idea for folks into technical gadgets to trade-up to the next best phone on the market. Over the last month I have called customer service numerous times regarding dropped calls, no service, and most recently my Samsung S4 will not send or receive texts within 20minutes, it will not operate effectively with the limited apps I have on the phone and I must reset the phone 5-8 times per day to make a call. I called Verizon Wireless customer service multiple times. The last call revealed an error within the software that is not yet fixable for weeks or maybe months according to the technical advisor. Like many other customers my phone is the lifeline to my world outside of work and paying a premium for a service is more than affordable as my lifeline. To date Verizon will not honor a warranty on this phone (which is within warranty) and it took a similar act of congress to get the truth from a willing tech. This is terrible and beyond disappointment. I just ordered new service from the **** pile called AT&T and I hope that in the smallest regard I receive better service from them than I have experienced from Verizon in the last 2 months. I purchased a phone, I expect it to work and if it doesn’t I expect you to honor your promise of service. You failed. Want to make it right? Give me a call!

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New Fios Customer and Extremely Disappointed

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