Poor customer service from Verizon wireless

I suspended one of the telephone numbers on my account in June, I was not told at the time in 90 days I would begin to be charged again for that telephone line $9.99 plus surcharges. Unknown to me I have been paying for over 3 months a line charge for a cell phone I no longer have, for a phone number I no longer use. I called customer loyalty tonight, if you can call it that,
and was told the line charge and the surcharge is for saving the telephone number. This is for a line I no longer use that does not as of today have a cell phone for. They would not offer me any credit on that phone line even though they admit it is not in service. I have been a cellular customer with VERIZON for over 10 years where is my loyalty? I will tell you where it will be with SPRINT when my contract expires. I am a small business owner and I have credited customers who had a legitimate complaint to keep their business. I am surprised for the small amount of credit Verizon would be willing to lose another customer.

These forums are dedicated to Residential products and services offered by Verizon.
For help on Verizon Wireless issues, please post your topic on the Verizon Wireless Community at http://community.verizonwireless.com/

Similar Messages

Very Poor Customer Service from Verizon

I want to complain about the very very poor service I have received from Verizon. Since I activated my 3.0MB DSL plan in Sept. I have yet to get an upload speed greater the 0.9MB. I have called Customer Service 2 times, each time I was on the phone for 2 hours and at the end of each conversation I was told that a field service agent would be dispatched to the area because there was a problem with the out side line. I have even sent them emails and feedback, nothing. I ran their in service agent and it too showed a download speed of 0.7MB.
Yet I am still being charged 39.99 each month. Its a New Year and I am still waiting.

#1 Visit http://www.giganews.com/line_info.html and post up the Traceroute the page shows, if you wish. Be aware that the final hop (bottom-most line of the trace) will contain a hop with your IP address in it. Remove that line. What I'm looking for is a line that mentions "ERX" in it's name towards the end. If for some reason the trace does not complete (two lines full of Stars), keep the trace route intact.
Can you provide the Transceiver Statistics from the Westell? Visit http://192.168.1.1/for me and do the following:
1: If you see a Blue and White Westell page, mouse over Troubleshooting, go to DSL, and choose Transceiver Statistics. Copy/Paste the information on that page.
2: Go to System Monitoring > Advanced Monitors > Transceiver Statistics. Copy/Paste the information on that page.
3: Try visiting http://192.168.1.1/transtat.htm which is a direct link to the Stats on older modems.
If you need a Username and Password, try the following:
admin/password
admin/password1
admin/admin
admin/admin1
admin/Serial Number.
By Serial Number, I don't mean type in the words Serial Number. I mean find and type in the serial number found on the bottom of this router.
If you are the original poster (OP) and your issue is solved, please remember to click the "Solution?" button so that others can more easily find it. If anyone has been helpful to you, please show your appreciation by clicking the "Kudos" button.

Poor customer service from billing department

Earlier today I posted a message on this forum regarding a poor customer service experience from the billing department and seeing advice from the community on how to deal with it, and how much to put up with before cancelling my service.
In summary, I have been dealing with Verizon on a billing issue for six months - every month, my bill has the same error (a promotional credit I was offered when I signed up, which I have in writing, has not been applied to my account.) Every month, when I get my bill in the mail, I call them and try to get it resolved. Every month they say they will put in a trouble ticket to have the credit applied. Every month, it fails to get applied. This month, after being on hold for over half an hour I was disconnected. This month, a supervisor has "promised" to manually apply the credit each month if it is not fixed by the trouble ticket.
Is this problem typical? Does it typically take 6+ months for Verizon to fix a billing problem? How long do people typically put up with being over-charged for service before cancelling that service? I'm interested in hearing from other Verizon customers

Was this problem ever resolved. I have been dealing with a similar situation for the past 6 months and would be curious if Verizon ever fixed it. Thanks!

Pandora Doesn't Work on Droid X2-Bad Customer Service from Verizon

This probably isn't news for most Droid X2 users, but my husband can't get Pandora to work on his newly purchased Droid X2. What's really frustrating is that we went to our local Verizon store to pick out a phone for my husband because he wanted to listen to Pandora at work & neither one of us was at all familiar with android phones. We told the salesman that we were newbies & asked his advice on which phone to get. This guy(Fred) assured us that he was a pro & he listened to Pandora all the time on his Verizon phone. He specifically recommended that we get the Droid X2 for listening to Pandora. Unfortunately we did as he suggested & signed on. It took my husband way more than the allotted 14 days to familiarize himself with using the Droid, let alone Pandora. By the time he felt comfortable using Pandora on his phone at home (using the WiFi), it was past the 14 day trial period. That was when he discovered that Pandora wasn't working right on his phone without the WiFi. Naturally he assumed he was doing something wrong. Then we checked into the problem online & discovered that the Droid X2 was infamous for not working with Pandora.
We went back to our salesman,Fred, & asked him for help in getting Pandora to work. This went on for a few weeks and eventually he admitted that in fact Pandora doesn't work on the phone he recommended to us for just that use. We assumed that he would help us in upgrading to a phone that would work since he was the one led us astray. That was when he went into standard Verizon mode & told us that our 14 days were up & there was nothing he could - or would- do to help us. So we contacted Verizon directly & were told the same thing.
Is this kind of bad customer service typical of Verizon? I don't understand what the big deal was about not helping us to fix our salesman's mistake. If we'd made this mistake on our own, I could see Verizon telling us that we were stuck. But we told them we were newbies & asked for their help.
I'm really disappointed because I bought this phone for my husband so he could enjoy Pandora at work. And now he's stuck with 2 years of making do with other services & hoping that maybe Pandora will help him out. Does anybody have any suggestions as to anything we can do to make this sorry situation work? Thanks.

Milkring wrote:
This probably isn't news for most Droid X2 users, but my husband can't get Pandora to work on his newly purchased Droid X2. What's really frustrating is that we went to our local Verizon store to pick out a phone for my husband because he wanted to listen to Pandora at work & neither one of us was at all familiar with android phones. We told the salesman that we were newbies & asked his advice on which phone to get. This guy(Fred) assured us that he was a pro & he listened to Pandora all the time on his Verizon phone. He specifically recommended that we get the Droid X2 for listening to Pandora. Unfortunately we did as he suggested & signed on. It took my husband way more than the allotted 14 days to familiarize himself with using the Droid, let alone Pandora. By the time he felt comfortable using Pandora on his phone at home (using the WiFi), it was past the 14 day trial period. That was when he discovered that Pandora wasn't working right on his phone without the WiFi. Naturally he assumed he was doing something wrong. Then we checked into the problem online & discovered that the Droid X2 was infamous for not working with Pandora.
We went back to our salesman,Fred, & asked him for help in getting Pandora to work. This went on for a few weeks and eventually he admitted that in fact Pandora doesn't work on the phone he recommended to us for just that use. We assumed that he would help us in upgrading to a phone that would work since he was the one led us astray. That was when he went into standard Verizon mode & told us that our 14 days were up & there was nothing he could - or would- do to help us. So we contacted Verizon directly & were told the same thing.
Is this kind of bad customer service typical of Verizon? I don't understand what the big deal was about not helping us to fix our salesman's mistake. If we'd made this mistake on our own, I could see Verizon telling us that we were stuck. But we told them we were newbies & asked for their help.
I'm really disappointed because I bought this phone for my husband so he could enjoy Pandora at work. And now he's stuck with 2 years of making do with other services & hoping that maybe Pandora will help him out. Does anybody have any suggestions as to anything we can do to make this sorry situation work? Thanks.
From the Pandora website located here
Note: We do not support Pandora on rooted or unlocked phones, unofficial OS releases, or custom ROMs.
Trouble Streaming Pandora on Android
If you're having issues using Pandora on Android, try the following steps:
1. Uninstall the app: From the home screen, press the menu key and select Settings then Applications. Select Manage Applications. Scroll down and select Pandora. Then Uninstall.
2. Power down the phone and pull the battery out. Put the battery back in and turn the phone on.
3. Reinstall: Go to the Android Market and search for Pandora.
4. Clear data for Pandora: Press the menu key and select Settings then Applications. Next select Manage Applications. On that page select Clear data.
5. Switching from High Quality audio to Normal Quality audio. From the Now Playing screen, press the phone's menu button and select Preferences. Change the Cell Network Audio Quality to Normal instead of High.

Horrible Customer Service from Verizon and Anytime Assurian Insurance is a SCAM

I am posting this so everyone is aware how horrible the customer service has become at Verizon and the insurance replacement coverage offered. Please read and BEWARE before purchasing this extended coverage as Verizon will NOT work with you!!
We have two phone lines and a tablet with service through Verizon and pad the anytime additional insurance through Verizon which is supposed to cover standard insurance PLUS extend the manufacturer warranty. If the defect is due to manufacturer defect, then the replacement is supposed to be covered without a deductible.
So now, the recap of the horrible experience we have been through .....
My husband has an Iphone 4s that had the power button on the top of the phone fail. The button does not press on/off correctly. He contacted Verizon and they put him through to the diagnostic time to approve or deny the replacement under the extended warranty. He contacted the tech and described the problem. The tech advised him to check all of the water indicators on the phone. The top one for the headset jack is slightly pink and the other indicators are completely white. The tech advised him they could send him a replacement phone and then he would send in his old phone for evaluation and he would know in about 6 weeks if he would be charged a deductible. He then spoke with Kiera (sp??) who advised him to have the phone checked by Apple Genius Bar.
He took the phone to Apple. They advised the phone is in great condition and that if he had purchased the extended Apple Care instead of Verizon's Assurian Insurance they would cover it with no deductible. The stated the reason the phone was not functioning was clearly related to a manufacturer defect and wrote on their assessment paper they gave him that the phone is in great condition. They stated by indicated that water damage is indicated by all three indicators being tripped -- NOT just the top one. The rep then walked outside with my husband and said it's raining so Verizon would now void the warranty part and make him pay a deductible since Verizon is being nit picky.
We then went to the local Verizon store. The rep and the store manager looked at the phone and stated the top is tripped so the insurance department will call it water damage and not honor the manufacturer defect. I stated that it seemed like they were finding a loophole out of the insurance coverage for the extended warranty part and making the customer pay a deductible. The manager then stated "other carriers would screw you the same way." REALLY -- THAT'S THE CUSTOMER SERVICE WE PAY INSURANCE FOR???!!!!!????
So, we called and spoke with a really nice customer service rep (Suzette) who stated unfortunately it was not her department but that she would send a message to have Kiera call us back. That was a week ago and NO CALL BACK FROM KIERA. Again, this is the customer service we pay for???
So, we called today and spoke with another rep and a manager. The manager again stated we could send in the phone and it's 50/50 if they will charge the deductible. She stated Apple should honor even though he is outside Apple Care if it is their defect. I asked isn't that what we pay them for?? She stated they will look at the indicator and call it water because she Googled it --- apparantly Google knows more than the Apple Genius Bar on their own product! I even offered to fax the paperwork from Apple. My husband offered to send them the phone and have them evaluate it before they send out the replacement so he's not taking a risk on paying the deductible. I asked the manager to email me her contact info. She indicated she would ... 2 hours later, no email.
So, my husband that is up for an early upgrade but wants to wait until he's eligible for the Edge program (in which he would pay unsubsidized prices for phones to upgrade early -- and give them more money for phones) is stuck with having to decide to continue to use his prior phone that works or risk having to pay $200 for a deductible because they have stated they will look at the indicator and even if it's unrelated, call it water damage.
We are seriously looking at cancelling our coverage and just going to another carrier. Because in the end, phones and service are similar, so you really pay for the customer service you get. Or in this case, the lack of follow up, loopholes in their program, and lack of customer service. I am thoroughly disgusted that I have paid Verizon for their service for 10+ years and have always paid for insurance without ever having to use it before --- and this is what we get.

It's not really a loop hole.. if the indicator is pink what do you want verizon to do? Google it, a lot of people on all carriers have been charged for returning a phone with just one indicator showing water damage with iphones.. This is what insurance is for, you pay a deducible instead of full retail. I think you are hung up on thinking the apple rep didn't lie to you, it's easy to say whatever you want when you know you won't be held accountable for it. I mean verizon is a service provider, maybe you should buy your phones from manufacturers if you think you get a better deal
Have you tried to reset the phone via itunes? Not likely a software issue, but i've seen stranger things with iphones.

Is there a prompt to activate visual voicemail once I switched services from Verizon Wireless to Verizon Pre-Paid Services?

I recently transferred from my verizon wireless account over to verizon prepaid; my iPhone 4 will only allow me to extract voice mail by dialing in *86 and my visual voicemail is not functioning. The message I get is from the phone voicemail greeting screen setup is " Voicemail Unavailable could not authorize access" . Is there a fix for this? please help.

Just got off the phone with Verizon. Voicemail indication and access to your voice from the Phone app is now restricted. There is no Voicemail directly from you iPhone for Verizon pre-paid.
If you can not get to your Verizon Voicemail hit *228 and respond with a 1 and let the message say your phone has been setup.

My complaint and poor customer service from BT

I am posting a reduced version of the complaint i sent to BT, partly because i would like to know if anyone else has had the same problem and partly in the hope that someone here will see it and be able to help me with the problems i am having.
Here are the issues:
I placed an order for unlimited broadband online on 1st Feb. I had a confirmation email and a date to set my broadband up on 10th Feb. A couple of days later i get an email from BT saying that my order has been delayed due to a technical issue.
I ring the number given and spend 15 frustrating minutes trying to get through the voice activated choices in which the voice recognition never chose anything to do with what I said, and then keypad choices before I got through to a customer adviser in the UK, who was annoyed that I had got through to her as she said she did not deal with the issue I had. She begrudgingly went through the security questions and then said she would put me through to someone else. I then had to wait another 10 minutes on hold before being put through to somewhere out of the country where I spoke to someone with an accent I found difficult to understand and who then put me through the security questions again, asking some of them twice.
By now I have wasted half an hour on the phone and am no closer to knowing what the problem is with my order. The customer adviser then tells me there are technical issues with my MAC code but will not elaborate any further and tells me that the order has been pushed through and will now be fine, I am told I will get an email telling me everything is on track and I end that call.
I get no email.
Some days later, I get an early morning call from BT and the person tells me that there are technical issues with my order and that someone will call me from the orders team by 8pm that day. My phone then rings 5 minutes later with a phone text from BT which is not understandable it says something like "17 and we are working on it" . Five minutes after that my phone rings again with another phone text from BT saying that BT had tried to contact me and did not manage to get hold of me. This made no sense since I answered the call and the text arrived 10 minutes later, there were no other calls in between as I was right by the phone.
I never did get the call that was promised so phoned in again to find out what was going on, i speak to someone but then get put on hold for 20 mins until finally someone else speaks to me but they can't tell me what is going on except that there are technical issues, and the VOL number changed because the order was put in again on 5th Feb. I now have a different activation date of 12th Feb which I only find out because I log into the order tracking. The person I speak to apologises that I was not called and said they would get their supervisor to ask the orders team to phone me the next morning, so I await the call.
I get no call from them on that day either.
I ring BT again in the afternoon and speak to someone who says that none of my orders exist any more because of 'technical issues' and I have to put the order in a third time! On top of this my activation date has been moved to 14th Feb, this is the third date i have had. Thinking this would be the end of it, i was amazed the next day to get an email with yet another order, this time for the 17th Feb, and so now it seems i have two orders running alongside each other. No explanation as to why, no phone call to explain, none of it makes sense.
I phoned BT and informed the person of the situation and they told me that the order for the 17th would be cancelled and the order for the 14th would go ahead. I was assured this would be the case.
Half an hour after this call I was phoned by BT from the call centre outside the UK and was told that my order would now go through on the 18th. As I tried to inform him that 30 mins ago I had been told the 14th he hung up on me.
Furious, i called back right away and spoke to a woman who apologised for what happened, she informed me that because of the complaint I had submitted that my broadband order had been fast tracked to my original date of the 10th Feb (it is the 8th at this point). I asked her if this was really the case, she assured me that it was and so I asked if the modem would arrive on the 10th also and she put me on hold to check and then came back and assured me that I would also get the modem on 10th Feb.
I was not connected nor did I receive the modem as promised on the 10th.
At this point I am no longer surprised that everything I am assured will happen does not. So the day after, on the 11th I phoned again to find out why my broadband was not connected , yet again the person was clueless about what is happening. This time they assured me that the order for Friday the 14th would go through. I am left having to accept that this time will be the time that what I am told actually happens, because no one is willing to put me through to someone with more authority or ability to sort the problem once and for all.
On weds the 12th in the morning I had an email saying that my modem was on the way, so I thought finally that things were on track. This was not to be the case, in the afternoon i got an email saying my order was cancelled with no explanation, and i certainly did not ask for it to be canceled.
So I phone again and get through to the call centre outside UK which I didn’t want. Someone there kept me on the phone for 40 minutes while checking various ‘things’ then tells me that its very limited as to what he can do, that he can see I have had a lot of trouble, but he can’t do anything about it. I ask to be put through to someone who CAN do something about it because this is getting ridiculous and he tells me I will get a call back tomorrow. He tells me that the problem I am experiencing is BT’s fault and that I am not at fault and I should tell the people who call me to escalate my problem, then he gives me VOL number 5.
I explain to him that I have been promised a call back on two occasions before and they never arrive, in fact the only time I have been phoned by BT is to be told I am going to get a call back (that never arrives) and by someone who hung up on me. Since I never receive a call back or anything I am promised, I tell him that I would like to be put through to someone who can sort out my problem now. All he does is keep telling me I will get a call back and I realise I am stuck in a never ending loop and banging my head against a brick wall. I can never get through to anyone who can actually do something to help me, that needs to change.
So now we are at a point where I am going to wait tomorrow for a call that I suspect will never arrive, and on Friday I will hope for a connection to the internet that will never come about. We have already gone past the first two dates I should have been connected.
Is anyone able to sort this out? Or should i have given up after the first three orders failed?
Help would be appreciated.

Hi Mousepatch,
Once contacting the BT care Team (Mods) they will reply either by phone or email usually within 3 to 6 working days, however you will be given a tracking number immediately after sending the request. Please keep this safe.
Please be aware that this timeframe does not include weekends and Bank Holidays. The timeframe will also vary during busy periods.
Each case is done in a strict rotation so once your mod request has reached the top of the BTCare Team's inbox then they will contact you.
The BT Care Team are a BT UK Based specialist team who have a good reputation for solving customer problems.
Cheers
jac_95 | BT.com Help Site | BT Service Status
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Lousy customer service from Verizon

I spent over an hour last night trying to talk to Verizon Customer support. It took only one minute for a technical support person to answer the phone, but he stated he could not find my information and I needed to talk to Billing. After 25 minutes someone (Mrs. Ross) finally answered the phone and 18 minutes later told me she was going to have to transfer me to tech support. Another 15 minutes and Diedre answered only to tell me she could not fix the problem at this time. I was promised by Mrs Ross it would be "taken care of tonight". Diedre hung up on me.
I called back and went directly to Tech Support but was told by this lady (do not recall her name) that she could not fix it and she would have to put in a call to Central. She told me to use the last four digits of my home phone number and I told her I had already tried that. I said I would hang up and try again and she promised to call me back. The last four digits did not work either. She never called me.
I have been with this phone company since 1965 when I got married at the age of 20, moved to Danville, VA and had phone service put in my apartment. My wife at that time went to work for C&P as an operator. My uncle had been with C&P since 1956 and my mother worked information part time for C&P.
Needless to say I am pulling the plug on Verizon as of August 27 when Comcast will be taking over and installing a modem for my phone service.

Send a letter to the board of directors. I plan to do the same if my issue is not resolved tomorrow morning. I did this once with Sprint PCS with rather AMAZING results. The BOD doesn't want to hear about our problems with their underlings, so they play nice with us so we'll go away. Which we do.

Really poor customer service from BT, 6 weeks and ...

Hi,
It's been just over 6 weeks since we moved and I'm still having problems on my account. And as there is a lack of an option to press on the telephone for complaints and the operator from billing simply refusing to reply to me half way-through the call I thought I would come here and try to get some answers before I approach Ofcom.
After doing a work-around on my account I ended up with 2 accounts so I could transfer my service moving home, what a complete shambles! It has just taken 6 weeks to get my old number transfered to my new property due to the ineptitude of the people I have spoken to on the phone lines. I've spent most days on the phone to BT to get my issues resolved and it's still not happened.
Last week (after finally getting my old number back) I phoned because I had looked up the bill on my old account on 'My BT' after I had had a phone call and had £70 hastled out of me only to discover that in-fact I had been charged for the period after I had moved out of my old property and was then assured on the phone that they would go through the account and refund everything that I had been charged after 12th May and that this would generate my final bill and also it would refund the charges for the bill following this one and the money I was owed (about £60) would be credited to my new account virtually wiping out my new bill and this would be done within 5 days.
This afternoon I received an automated call asking me to pay my new bill and threatening to restrict my service and apply late payment charges so I phoned again to resolve the matter, I was informed that the final bill had not been generated and that this would not complete until mid next month and when I said I was not going to part with another £80 because I was told 6 weeks ago that the final bill would be generated and then had money falsely collected from me and then told last week that it would be done within 5 days and again had not been done and that this was unacceptable I simply got no reply from the operator who was still on the line.
I am now completely fed up with BT and being told that things are going to be done and then indeed not.
Solved!
Go to Solution.

If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.
They can be contacted using this link BT Care Team
They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Lack of Commitment and Poor Customer Service

My daughter made international calls on her cell phone. She met this person online and did not realize the person was located outside of the United States. It is a very odd situation in that the number she was dailing was an 868 area code and did not require any additional numbers. Due to the number having the same format as a US based number there was no way for me to know the usage charges that were being added to my account. Over the 2 months, she has incurred approximately $7500 in international charges.
I called Verizon on May 27th and notified them of the situation. I spoke with a great customer service rep. She tried her hardest to work with me. She applied a courtesy credit of $299 to the bill and indicated that she would retroactively add an international plan to my account.
Unfortunately, this is where the good customer service ended. When I checked my most recent bill the international plan was not added to the account. This was the first broken commitment. They indicated it was due to have a past due balance of greater than $25. Obviously based on the circumstances it would be impossible for me to pay the bill down to $25 in one payment.
On June 2, I was told that my call would be escalated to management and I would receive a call back in 24 - 48 hours. Today June 4, after 48 hours expired. I called Verizon as I did not receive a call back from the manager. The lack of the call back with the second broken commitment.
The customer service rep I spoke to today provided the worse service I have received so far. She made a couple of inappropriate comments. The first was:
1. I need to tell me daughter to stop making international calls. I am a responsible parent and I have disciplined my child. Verizon is a cell phone provider. Its not their place to give parenting advice. An appropriate customer service response is, "Let me see if there is anything we can do prevent this from occuring again"
2. Then agent told me the manager was not going to drop everything to respond to my call. I did not request the manager to do this. I waited the 48 hours that I was orginally given. An appropriate customer service response is"I apologize we did not meet our original times, let me see what I can do to get a manager to respond to you".
At this point, I am obligated to pay over $7,000 in cell phone charges which I will do as I am a person of my word. At this level of payment, I should be treated as a premium customer and I expect much better customer service from Verizon.

International Long Distance and Messaging by Country - Verizon Wireless
International Long Distance Value Plan for Trinidad & Tobago:
Voice Rate: Landline $0.05/min Mobile $0.05/min
Monthly Access Charge $5.00
*You can automatically add these services to your account if you have a 30 day payment history and your account is in good standing. If you have been a customer for less than 90 days, please call Customer Service at 1.800.922.0204.
(AT&T offers a better plan - $0.01/min to Trinidad & Tobago, $5.00 monthly access)

Going back to Comcast--Verizon poor customer service

Well, I'm going to have to terminate Verizon FIOS. I switched from Comcast, thinking the internet speed would be higher and overall service would be better, but so far my experience with Verizon has been terrible. Although (according to my contract) the fiber optic line would be run underground to my house prior to installation, it was not. In fact, on the day the service was installed, there was no cable so there was a delay of several hours waiting for a cable drop to the house so installation could proceed. A cable drop means the cable was run to the house above ground. Since the installation on April 1 (yeah, I know) Verizon has "promised" the cable would be buried on 5 different dates. Each day came and went, with no cable burial. Furthermore, there was no call from anyone to let me know the cable would not be buried on the day as promised. This has been a problem, because they require our dogs to be kept out of the back yard so they can do the cut over with the buried cable. This means we either had to stay home so we could confine the dogs when the installer showed up, or keep the dogs locked in the garage for several hours if we had to leave. Don't bother calling their tech support line to resolve the problem--their standard response is to say they will contact the department that schedules the in ground installation and I would get a call back withing 24 to 48 hours. I've been told this 3 times on 3 different occasions, and never had a call back. Yesterday I was told that the contractor would be out today to bury the cable, and they even had a work order number to confirm the appointment. Nobody showed up today, and no call back.
Now, Comcast may not be superior to Verizon FIOS, but in the 2 years I was with them they never lied to me. Verizon has lied to me (unintentionally, perhaps) at least 5 times so far, and no one has ever had the courtesy to contact me when an appointment was broken to let me know it would not be kept.
I plan on terminating the agreement with Verizon and going back to Comcast. According to my contract, Verizon was required to install the FIOS cable to my house--prior to installation--in the same manner as the copper wire; aerial or buried. Well, the copper phone line and Comcast cable are underground, but the FIOS cable is still lying on top of the ground. Breach of contract.
PS--although the service I signed up for promises internet speed up to 10 Mbps, the fastest I've seen so far has been closer to 5. Comcast was faster.

A poster wrote: "IMO all these Unions & Contractors should be gone. "
The unions have nothing to do with this...let's keep the blame where it belongs. 1) unethical, unreliable, and unresponsive contractors, 2) lack of oversight from Verizon, and 3) unresponsive, no follow up/less than stellar Verizon customer service.
Verizon...or better...Ma Bell....was at one time THE BEST SERVICE PROVIDER BAR NONE. That sadly has gone the way of the do do bird...They've dumbed down their techs, compartmentalized their "mindbank". There are very few techs who know more than "one thing" anymore. When companies slash budgets to remain competitive...invariably customer service and repair suffer...
I too have some issues with Verizon's customer service. I was a land line customer for well over 20 yrs until I had a repair issue and was told on 5 different occasions that a repair tech would be out to do the repair...they never came...they never called. My screen name is dtmfman...for anyone who doesn't know it means dual tone multi frequency...in lay terms...dial tone....Yes I've been a voice person for well over 30 years....so after 5 missed repair visits and no calls....I disco'd my land line service and now use only my cell. I'm sure at the time they (Verizon) probably thought they wouldn't miss my $40+/month income....but more and more people are fed up with poor customer service and have followed my exodus.
Back on topic...Yes sadly the buried cable issue seems to remain a big problem for Verizon. It happened to me. But..I have to say...once it did get resolved....I haven't had many problems...I too was a comcast customer...but I would NEVER go back unless Fios was discontinued...or they finally have competition in the "fiber to the house" arena.
Right now...my issues are questionable data transfer speed....and of course less than stellar customer service...
Good luck....
Message Edited by dtmfman on 05-06-2009 05:00 AM
Message Edited by dtmfman on 05-06-2009 05:01 AM
Message Edited by dtmfman on 05-06-2009 05:02 AM

Verizon fios poor customer service

I ended my account on April 21st (triple play) when my bill shot up $50, after discounts ended. I closed the account on April 21, and I was on automatic payment out of my checking account. The april bill was paid in full, and I asked that the automatic withdrawls stop as I unplugged everything. i asked if I could return the equipment to the verizon "store" in hauppauge and was told if I did I would get charged for ME TAKING THE EQUIPMENT TO THEM. They said I had to wait for shipping boxes to be sent. I had to call 3 times as I never received them . On my third call, all of a sudden I was told that I would not be charged since my account as closed.
Sure enough, verizon did indeed go ahead and withdraw my May payment, even though I asked them not to and since I did not have equipment. Again, I had to call three times ,always getting a different answer.
Today, I found our (at least this is the story of the day), that I have to wait two billing cycles all the way until July 12 for a final final bill. Then I should expect my payment owed to me 16 days later. So they hold my money for 3 months after i cancelled.
By the way, more good Verizon stories:
- My sons box died and we brought it to the hauppauge store and they charged me $10 because I did not call ahead of time to the customer service number.
- We had two remotes not work any more and they charged me $12 for each one. They did not just swop out.
- The last time I was with them, and left, they never sent me a final bill (ever try seeing your bill on line...its like trying to break into fort knox to get to what you want to see). and turned me over to collections - no notice no nothing .
- the last time I had them, they turned off my service just days after the bill was supposed to be paid.
I WILL NEVER GO BACK TO FIOS - EVER. THEY CAN OFFER ME THE SERVICE FOR FREE .The product is very good but the customer service was beyond terrible. I have learned my lesson and will never switch back again.
They will probably remove this post, but I had to send this. My treatment was that awful. I don't like dealing with a company that treats you as if we are operating in a dictatorship.

On the contrary I have had great customer service from them. But I only have FiOS internet with them. Maybe customer service is regional and could depends on the individual representative.
For example:
On one occasion when my FiOS box outside started acting up. A tech came out and saw the box, he pulled this wire out and plug it back in, the box works again. Three days later the box was acting up again, I did what he did - pulled the plug out and plug it back in and it works. But I didn't feel like doing that every three days.
I called and another tech came out. He installed a new ONT box, and put this black tape over the top of the box and said that it will keep water and moisture out 99% of the time. He told me the reason the box was acting up was because of the moisture from the rain and it seeped through. The new box doesn't have holes on top that let water seep through anymore.
Anyhow, my point is that the first tech had no idea why the box was acting up. Didn't know that it was due to moisture and could temporary fix the problem. The second tech understood the problem entirely and fixed it permanently. So not all Verizon tech are trained equally. Nevertheless I am a happy Verizon FiOS customer.

If you have a smart phone, can you conect it to the new wrieless ipad's or do you need to order the wireless service from verizon?

If you have a smart phone, can you connect it to the new wireless ipad's or do you need to order the wireless service from Verizon for ipad's or do you need to order the wireless service from verizon?

Kneehightoughguy,
You do not need to purchase service from a carrier unless you want to utilize the iPads connection to a 3G Network on it's own (directly). You may choose to add a Tethering plan onto your existing cell phone plan and to have an iPad connect to the Wifi connection that the Tethered phone would offer.
Always compare your usage and your costs, as your mileage may vary.
Brad

Poor Customer Service

I am shocked at the level of poor customer service I get from Adobe sales reps on a consistent basis. It is as if Adobe assumes their products are without peer - so the sales team can take its customers for granted. I recently subscribed to the $19.99/month for Acrobat pro. I inquired if I wanted to upgrade to the full Creative Cloud for $49.99/month how could I upgrade. I received a wide spectrum of bizarre responses that ranged from, n you can not upgrade to you must first cancel your Acrobat subscription, pay the termination fee - and then create a new subscription for the entire Creative Cloud. Each sales rep seemed very tenuous at best and when I would inquiry further that it did not sound right - then they all would be very snarky and sarcastic. I was shocked at the level of unprofessional behavior from your sales team. It is as if Adobe does not have a culture of personal accountability when it comes to dealing with the customer.
I fine it very odd if Adobe is serious about providing CLoud Services, why it does not make the subscription model more flexible and upgradable for the customer. I am also not sure why Adobe does not make this something that a customer can simply do on their own by logging into their account. Evernote, Dropbox, Google - these are all services that allo the cusotmer to upgrade to more features and services online in a matter of seconds - as opposed to forcing customers to call in that crazy phone menu hell - then deal with snarky phone reps that sound unsure of themselves but then get upset when you ask follow up questions.

Attached is the letter I sent to correspondance, I haven't heard back from
them so I don't know if it has been addressed yet.
I was with Sprint for over 10 years, when I changed to Verizon my bill went
up, however I was willing to stick it out because the customer service was
so much better. I have been very surprised at the service I have gotten
through all of this.
I really didn't want to leave that post on the community board, but I was
not getting any help. However, today, someone was able to help me get the
Asurion claim for my sons phone. Kudos to that rep. It amazes me how I can
speak with 3-4 people, give them all the same information and EACH AND
EVERYONE of them gives me a different answer. I had spoken with probably 4
people before the one today and gave them the same information (probably
more) and not one of them resolved the problem the way this one did nor as
promptly!
Thank you for following up with me, I hope you can help me get these
matters resolved.
Tricia Godwin
On Sat, Apr 18, 2015 at 2:39 PM, Verizon Wireless Customer Support <

Unacceptable - Poor Customer Service - Liars - Crooks

Seems like I'm not alone with reading all these issues.
From a corporate standpoint, Verizon wireless' customer service is extremely poor! The cheapest excuse is that someone will call you and that your credits will be applied when no one follows through.
I had a bill for over 1G. An amount that I had never received while in any phone service - let alone anywhere else. Apparently after speaking with more than 20 representatives, my plan was screwed up when it was changed over. No kidding?!?! On top of that, I was charged a $599.99 phone replacement fee over a phone that "I thought" was returned and taken care of 2 months ago. So I thought...
Previously I had a Droid Razr Maxx, which was garbage! I returned a brand new phone for a used one over 7 times. You would think that as much as Verizon robs of you, you would receive a brand new phone when having issues. Wrong! They greed of money only offers you used phones and they have the nerve to convince you that they are not. After the 7th time of replacing the phone - I had gone personally to the Verizon store and expressed to them my dilemma. The representative who assisted me suggested that I call Verizon and request a different brand. I did as suggested as soon as I arrived home that same day and I was sent the Samsung SIII. At this point, I had told the representative to cancel my order for the replacement of the Droid since they were sending me the Samsung. Two months later, I'm still fighting a $599.99 charge over something that I thought was taken care of. You would think that after 7 times, this would be second nature to me in knowing exactly what I need to do with replacement phones. Besides this, they are asking for verification over something that was done and settled with...so I thought.
The following is the calling log I have gathered thus far. Not to include the calls I previously made prior to the 12th:
3-12-13 – Cory Representative stated my phone plan would sum up to $126.20. Two supervisors verified the information was correct and credits should be applied. Still waiting...
3-16-13 – Zack Representative. Credits pending.
3-19-13 – Rodriguez Representative stated credits pending, requested and transferred to a supervisor.
3-19-13 Supervisor – Ebony (Washington State) ***$599.99 credit to be applied*** Ebony stated that because of company protocol, she could not process a credit for more than $600 and that it would take a couple of days for the credit to be applied to my account. She ensured me that she would return my call personally and that once the credit is processed, my account should amount to $124.00 as promised by the previous rep. Since then, I have not received a call from Ebony.
Throughout the week, I kept receiving messages from Verizon in regards to interruption of service till the Friday, March 22nd where I received a voicemail stating they would disconnect my service if a payment was made.
3-22-13 Spoke to Dorothy representative who gave me a number of a supervisor named Marcy and apparently gave me her direct number at 585-XXX-XXXX. Since then I have called this number and I've received nothing but voicemail as if the phone is shut off and never turned on. If you ask me, I was fooled again into a bogus number.
3-24-13 Voicemail to Marcy
3-25-13 Voicemail to Marcy
3-25-13 Spoke to yet another supervisors who I had re-explain my story and to no avail was useless.
3-25-13 Spoke to Michael representative – stated that Ebony tried calling me 1:50pm on March 25, 2013. I find that hard to believe when there was no message or phone call recorded. No surprised! Michael ensured me that Ebony would try again the following day, March 26 at 1:00pm.
3-26-13 Spoke to another representative who transferred me to the fraudulent department who again, was useless and had the nerve to tell me that I shouldn't of waited 2 months to take care of the situation. I'm sorry, did he not look at my records of calling several times since the charges were posted. I'm sorry, this reflects the poor customer service of a company that cannot get there act together and resolve their discrepancies to rob customers. I don't understand how promises are constantly made that are not fulfilled, incorrect information is given and supervisors have no clue of what their responsibilities or authorities are.
3-26 – Spoke to yet another representative; Michele who stated Ebony would follow up at 11pm. What company contacts their customers in the wee hours of the night? Then she changed the information and that it would be by 9pm. Then she stated that she couldn't promise me that she would call. On top of that, I'm not sure if I should hold my breath since anyone who claims they'll call or follow up with an email on the credits does not follow thru. In addition, they have no idea who the people are - they can't give out information and they themselves cannot contact them. POOR CUSTOMER SERVICE!!!
<Post edited to remove the phone number per the Verizon Wireless Terms of Service.>
Message was edited by: Verizon Moderator

You spoke to Ebony in Washington, the 585 area code is in upstate NY...when you call customer service you get connected to whatever agent is available to take your call in whatever call center across the country. The agents and supervisors don't know each other and they probably are not actual Verizon Wireless employees but work for competing call center companies which staff hundreds of people rotating shifts throughout the day. My advice, quit waiting or expecting a call back from this one person. For all you know Ebony took a job at the AT&T store as a manager and you will never hear from her again.
If you are waiting for credit wait until you get your bill and see if credit has been applied to that. Log into you account online. I understand that you are trying to get a problem resolved but you've got to just block off some time and call customer service. Stay on the line with the agent you are connected to initially and don't ask for anyone else or to speak with a supervisor right away. If they have to put you on hold let them but do not ask them to call you back or as for someone else to call you back. Honestly, I would never buy it if they said they would personally return my call.

Poor customer service from Verizon wireless

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