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 Review by cyrus360 
UPDATED: 1 year ago
member for 6.7 years, 2950 visits, last login: a few hours ago
 Sedro Woolley,Skagit,WA
 Contract price not specified.
 "Fast speed, reliability"
 "Horrible customer servers, rude, unknowledgable reps, lazy installers"
 "Good for the money if you can deal with all the crap they give you"
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I moved to a new house which was in the FIOS service area. Of course when I call Verizon they claim I am not in the service area. Yet my neighbors all have it installed. No real surprise there given all the hassles I've had with them in the past.
So I call back a few times until I find someone who can get it done. They sign me up on the 15/2 plan. $50 a month or something like that.
So the installer gets here about a week later. Nice guy and all. He gets working and has it all set to go fairly quickly. He tried the old up sell routine to get us to buy home phone service. Initially we we're going to go for cell service only but since it would only be about $18 a month for the phone, I was ok with it. I agreed to get the service. He said that the line should be active in 48 hours at most.
Five days later I call in and they have no record of the order. They said the installer never put in the order so that's why I was sitting with no service for the last week. Par for the course with Verizon.
So the CSR on the phone offers me a combo package with FIOS and home phone service. I agree to it.
Then my wife tells me we're getting charged for the FIOS on our credit card, and we're getting a separate bill for home phone service which was like $80 per month.
So I call them up and run into some extremely rude people. For some reason since FIOS is separate from home phone service, the FIOS rep can't help me, who then transfers me to home phone service, who was not informed of my info or the nature of why I was calling.
So I explain the whole process again, and she can't figure it out and has to get someone else. A new person gets on and once again I have to explain the situation. They have to 3-way call a FIOS rep.
About 40 minutes later they figure out they're double billing me for FIOS and that I am not getting the package deal I was offered since they entered it wrong. So they say they can do the package deal but the one they offered me was for California people only, and the Washington deal is nowhere near as good and was almost 70% more expensive.
I said screw it, just give me basic phone and give me the damn FIOS. So of course I had to get the money credited back that they double billed me for, and I also had to fight to get back the money I overpaid as a result of not being on the packaged rate.
It was literally an uphill battle to get it. It was a struggle to even get a hold of them. 20 minutes to an hour hold times are insane. Then getting a rude CSR who, while obviously an American, has such poor grammar and enunciation, I could barely understand them. It was like talking to Mushmouth from Fat Albert.
I had to have my call escalated to a "supervisor" who promised to get everything straightened out and call me back because at this point it's going on over a week of calling them. I just can't sit on hold for 30 minutes at a time so I asked her to call me back.
She did call back. She advised she was issuing the credits and also giving me a $25 credit for all the hassle. It was a nice gesture, but of course the credit never came. I called back to see where my credit was and got another rude mushmouth lady who said she had no idea if I would get a credit and there were no notes indicating that I would be given one to begin with.
I gave her some confirmation number that the lady who promised the credit had given me and she said yes there is a credit request but it takes several weeks to go through.
It just amazes me they have a customer having so many issues and no one makes any notes on the account, so the customer has to repeat the story over and over on ever call.
They have some of the worst hold times and customer service I have seen. Sadly it's been like that since I've been doing business with them for the last 12 years.
UPDATE 11-04-08
I've had FIOS internet for about 18 months now. I've had no real problems with the service itself. Instead, all of the problems revolve around their piss poor customer service.
Their phone menu is horrible. The people who answer the phones must be insanely overworked and way underpaid. That's the only reasoning I can come up with that would make them so extremely apathetic and utterly rude.
I had only 1 technical problem so far. The original router they gave me crapped out. I called them and the person who helped me was nice and was smart enough to realize we didn't need to go through the whole script first since I had done everything he was about to ask. Check cables, disable antivirus/firewall, run direct and by pass the modem, try other computers and all that.
So he overnights me a new modem. I get the same model number but it's cosmetically different. It's way smaller than the original and it looked a lot nicer. The only problem was the old was was almost twice as big so it would not fit back into the box the new one was sent in.
So I call them up and advise them of the problem. Of course the nearest Verizon store is almost 50 miles away. I asked if they could send me a new box to send it back with. He said to not worry about it and they really don't need the old router anyways so I could just throw it out.
Needless to say, I didn't throw it out. I put it in my storage room with all my other dead computer hardware.
Then two months later they decide to charge me for the router. I call them up and the rep tells me that whoever told me to throw it out was an idiot. Instead they want me to call UPS and give them their info and UPS will pick it up and ship it.
I can only imagine the hard time it's going to be to get those charges reversed. I am not looking forward to it at all.
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