 Review by louist 
UPDATED: 53 days ago
member for 6.8 years, 1725 visits, last login: a few hours ago
 Oakland Gardens,Queens,NY
 $39 per month (12 month contract)
 about 3 days
 "FAST INTERNET !!! damaged by BAD CUSTOMER SERVICE"
 "FORGET ABOUT GETTING ANY QUALITY CUSTOMER SERVICE; E mail blocks port 25"
 "CUSTOMER SERVICE WILL destroy FIOS!!! Except for a battery backup (defective) problem, Internet was excellent so far"
| Pre Sales Information:
Install Co-ordination:
Connection reliability:
Tech Support:
Value for money:
(ratings below consensus)
|
UPDATE August 18, 2008
WELL: we HAD an appointment to add FIOS TV to our current Double Play Internet and phone FIOS service TODAY (August 18, 2008).
In fact Verizon called us no less than 5 times to confirm the appointment. We of course confirmed every time and I scheduled today off for the install.
Sure enough, I took the day off and we waited for the 8 AM arrival. (Appt was 8AM -3PM).
We just called and learned that they CANCELLED the appointment YESTERDAY!.
Of course, they did not bother to call us to tell us that they cancelled. I just lost a day of work for nothing.
We insisted on talking to a supervisor. Same old trash - they decided yesterday that they would not be able to do it today so they just cancelled it and neglected to inform us.
We rejected their offer to make an appointment next month. We just told them that they can install today or we are cancelling the order.
Frankly until they get their customer service fiascoes and intolerable disrespect for customer time and work, they can forget selling my family the premium packages and three HD DVRs we ordered.
Time Warner is not excellent, but they never did this to us.
FIOS is excellent. Verizon customer service and administrative reliability is HORRIBLE!
UPDATE: June 6. 2008
Except for a single day problem, the service has been rock solid. The single problem occurred when there was a battery backup system (hardware) failure a few weeks after initial installation. Failure occurred around 8 PM one evening. Verizon arrived and replaced the defective unit by 10 AM the next morning.
There have been no issues since then whatsoever.
Original Review:
We ordered Verizon “Dual Play” Internet and Phone FIOS via internet on Tuesday. 9/25. They offered installation date of Thursday. I chose to delay the installation date till Friday, 9/28. We received at least 3 calls from Verizon on Wednesday and Thursday confirming the installation date and making sure someone would be home.
The installation tech showed up at about 8 AM on Friday. He was friendly, communicative and professional. I asked him to install the ONT in my attic near where my current phone lines enter the house. He was more than happy to oblige my requests.
The total install took about 5 hours. Phone service was very momentarily interrupted as expected. He spent most of the time running the wiring and installing the equipment in my attic. He installed the router downstairs and a few moments later, internet service came on line. (We ordered the 20/5 service and generally get about 20.6 Megs down and 4.7 Meg up).
The only hitch was that he was unable to get his SW application to correctly provide me with my primary ID and Password (Used for user account maintenance and to set up the sub account email addresses and passwords. He tried several times and gave up. He gave me a customer service phone number to get help. It turned out to be the wrong number (DSL not FIOS service), but they routed me immediately and the service was excellent. All done in a ten minute call.
The free router has 4 hard wired 100 base ports and has wireless support with both WPA and WPA2, but they are set up default to WEP. No big deal for informed users to adjust to personal preferences.
Followup comments:  
Skeedatl
Ah, push it - push it real good
Premium
join:2007-12-26
The Cloud | Same experience here Service works great but customer service/technical support a total mess. If the install goes right and billing set up correctly the sub will be happy. But if it goes wrong, God help ya. | |
| 
pandabear87
@verizon.net | 1st day... a bad day! During installation, the tech said phone would be off for 10 mins! However, that turned into 2 hours!! Finally everything was installed...now the phone is off already!!! | |
| ITALIAN926
join:2003-08-16
Stratford, CT
| sorry Come on man, cable companies never miss an appointment?? You must have had some good luck in your life. This is a case of Verizon taking on too many orders and not enough workers to handle the load. It is a shame this happened to ya .. but the TV is a hundred times better than cable. Hopefully youll try again. Set the appointment up with a supervisor and call the day before to confirm your appointment. | |
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