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 Review by Skeedatl 
UPDATED: 6 days ago
member for 238 days, 394 visits, last login: a few hours ago
 Corona,Riverside,CA
 $53 per month (12 month contract)
 about 10 days
 "Pretty fast, no traffic shaping or caps"
 "HORRIBLE billing, no binaries NGs - forced to buy 3rd party for more $$$"
 "Service decent, billing & customer service a total nightmare"
| Pre Sales Information:
Install Co-ordination:
Connection reliability:
Tech Support:
Value for money:
(ratings below consensus)
|
I was very happy with my Roadrunner 15/2 service for a long time. At the time it was slightly cheaper than FiOS and very reliable. But when Time Warner started traffic shaping and talking caps I figured it was time to cancel. So I first dropped CATV for DirecTV and then Roadrunner and Time Warner VoIP for Verizon FiOS. Ugh, didn't realize the problems I was in for.
Pre Sales (1): Their database was completely messed up and showed I already had FiOS so they couldn't place the real order. It took a few weeks to get that fixed so that an order could be placed. Once fixed I ordered online but instead of upgrading the DSL service I used as a backup for Roadrunner, the created a new account and to this day still bill me for both despite numerous phone calls. The site didd detail what plans and prices were available along with all the terms.
Install (5): A few days before my install date, they trenched and brought fiber up to the house. My CWA installer did an excellent job with the install. The day of the install it was well over 100F and without question he did my requested twisted pair install through the attic which had to be 130-140F. He offered his CAT5e that he carried on the truck, but I had a bulk box of CAT6 with wall plates so that is what I opted to use. The install was clean and as good as an install could be. The install took about 2-1/2 hours total (about 20 minutes of which was the in-house cable pull) and far exceeded my expectations.
Reliability (4): According to router logs, low down time and I always get close to my advertised speeds. Local latency is always less than 10ms, typically 6-7ms which is great for online gaming with local friends. Latency to servers farther away (eg 600 miles), like DSLR's SFO destination are 17-18ms. Cross-country latency runs in the 80ms range.
Tech/Customer Support (1): Beyond horrible. After completely hosing my account they continue to bill me every month for DSL that I don't have. Every month I sit on hold or bounce from place to place and after hours get a credit and they claim it's fixed. However the very next bill, there it is again, another charge for DSL and my FiOS HSI billed at the unbundled rate. I had one support agent that the fastest way to fix it would be to actually cancel all of my services and reorder. That's insane.
Value for money (3): 20/5 for $53 (after bundling discount) is pretty good but the billing nightmares kill the value. It's been months and still their billing problem persist like herpes.
Hardware: Being a CAT6 install I'm using my own router instead of the VZ provided Actiontec.
Package: Started with 30/15 and 50/20 for $145 (supposed to be $140 but again, billing problems) but after finding very few servers capable of offering downloads that fast I dropped to 20000/5000
--
UPDATE 8/14 - So I'm following 1 agent's advice and am canceling all services and once everything goes through, I'll reorder. The ongoing problem is my service is divided up and they can't get everything combined so it's being billed separately with no way to correct it. In order to fix it, I had to remove all services so they can "rebuild" the account, whatever that means. The major consequence other than an estimated 2 weeks of down time is that I'll lose my phone number. That sucks but I'm left with no other choice. Every month I call and every month I'm told the problem is fixed but it never is.
Attached images and files
Followup comments:  supertech315
join:2006-03-01
Perris, CA | What a shame I cant believe no one wants to fix it for good . tell em u want the email for a supervisor on the billing dep. and just email him/her if problem repeats . that's what i would do | |
| | | dirtwarrior
join:2008-03-21 | wow you did what i eid and it turn's out you paid like $45 bucks for speeds most would give there left nut for and then you score them low haha fios is the est ask his guy 2 months from now. | |
| | | dirtwarrior
join:2008-03-21 | like i said that was 6 months ago and i have no problem 's as of late since they fixed my wire nothing but rock soild performance and i wouldnt change for the life of me. I take back everything i said about VZ they are ruling and i love it so kiss my fios ass. | |
| | | dirtwarrior
join:2008-03-21
 ·Verizon FIOS
| a Iwent through alot but an the end i walked away happy and whith 1 hell of a deal and did i mention my last three months of my triple play was free any ways VZ thanks for making me really pissed and now jolly jolly. sorry for confusing anybody whith post but 3 months ago VZ had me freaking going crazy and now 3 months later im happy as can be whith VZ as long as i never have to call them again me and VZ'S all good. | |
| | | dirtwarrior
join:2008-03-21
·Verizon FIOS
edit:
August 14th, @11:51PM
| yea Your right i meant everything i said about them but im more satisfied whith FIOS then CRAPTASTIC which is COMCAST I can't even review COMCAST it sucked so bad, static picture and crapy latency plus ridiculous price of $200 a month for TV INTERNET AND A COUBLE SET TOP BOXES emm im so happy FIOS is here COMCAST has been screwing me for 7 years and its finally over. im pretty sure im sticking whith FIOS tell jesus comes. | |
| | | JohnA
Premium
join:2003-09-16
Pittsburgh, PA
| Disconnect
Since you have IM disabled:
I would not go the disconnect route. If anything is credit card billed, it could end up in collection.
There are very few people at Verizon that can access your billing to make the needed changes, and even fewer who can issue the needed credit. You will end up in Executive Resolution to get this fixed.
You can contact CZ on twitter.com, and he can submit an exec complaint for you to get it rolling, or try:
Mark D. Reddick
executive customer Relations
140 West St.
Manhattan, NY 10007
212-321-8457 (office)
212-321-1047 (fax)
Just did 6 months getting triple billing fixed, due to invisible "data by credit card" records. Local CSR worked it for @3 months, but I needed to get exec complaint submitted by CZ, to finally get it resolved.
CSRs can't see the records required, and often come up with disconnect/reorder as the only solution. Usually causes ETF and activation charges on top of all the rest. | |
| |
Skeedatl
Ah, push it - push it real good
Premium
join:2007-12-26
The Cloud
·Verizon FIOS
 ·Cox HSI
 ·MegaPath
 ·Cox VOIP
·Verizon west (ex G..
·ViaTalk
·Time Warner VOIP
·RoadRunner Cable
edit:
August 15th, @11:44AM
| Re: Disconnect I've been paying the all the bills (both DSL which I don't have but it billed to my voice line and FiOS HSI which is billed to my CC) so they don't show I owe them anything. And I've gotten most of my credits for the DSL I'm paying for but haven't had in a long time. They can see all the charges, all these accounts and it will let them 'start' canceling the DSL but won't let them finish which is part of the reason why every month they think it's fixed.
The way the problem was described to me is that it goes way beyond just some services being incorrectly billed to CC. They're telling me my service address is stuck between copper and fiber, showing I have both copper and fiber at the same time which I don't. But one system won't let them do anything because it shows I have the other service and vice versa. They can't merge the accounts because of these conflicting services and some of the 'merging' they're needing to do can't be done to active accounts, so they say.
So I'm still billed for DSL that I don't have (only because they pulled my copper, it's still provisioned at the CO) and FiOS HSI on a completely separate account. The problem goes back to when I originally ordered FiOS. Somewhere down the line, my service address was noted has already having FiOS even though I was still 100% copper. But instead of fixing it before entering the FiOS order, they just created a new account and somehow got the order placed which was the start of this nightmarish mess.
Anyway, the plan presented (and what I started yesterday) was that when I cancel my fiber it will in a sense "unlock" the system so they can next week finally cancel the DSL and just to be sure they wanted to cancel everything including voice. Then with the service address completely clear of all VZ services, they can correct any service address database inaccuracies and then enter a new order for my FiOS HSI and voice (I thankfully use DirecTV there for video).
After many many months of this, I can deal with a month of no FiOS. This isn't my primary residence and I have a 3G laptop card for the month or so of weekends I'll be there without FiOS. | |
| | | JohnA
Premium
join:2003-09-16
Pittsburgh, PA | Re: Disconnect
Still a bad idea, IMHO, after having found a way to get to the people who can and will fix this kind of issue. | |
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