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Review by vtec30cl 
Posted: 65 days ago
member for 4.6 years, 47 visits, last login: a few hours ago
 Bethesda,Montgomery,MD
 $139 per month (24 month contract)
 about 10 days
 "Speed, picture quality"
 "Customer Service is the worst of any company EVER"
 "If your install goes Well you will be happy. pray you dont have to deal with customer service"
| Pre Sales Information:
Install Co-ordination:
Connection reliability:
Tech Support:
Value for money:
(ratings below consensus)
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in October 2007 i ordered the verizon triple play internet / tv / phone service. After completing the order online i received an e-mail instructing me to call the
E-welcome center. After taking to the rep i found out i had to fax a copy of my drivers license and proof of having a job.
once that was completed i was told i had to pay a $100 deposit on the phone line because i was a new verizon customer.
10 days go by and the installers come by. The installers were very nice although they arrived 15 min before the end of the install window (this is so typical of all utility companies). After they install the ONT, the tv boxes and hook up my computer i asked if the phone was hooked up. The tech replied what phone? they were not told to install the phone. I thank them for the install and they leave.
I called verizon the next day and told the order was in "limbo" for some reason. I call back the next day and i am told the phone service is active. I tell the rep that there is no way that is possible for 2 reasons. reason 1, the ont is inside my condo so unless they broke into my home the job was not done. reason 2, i was staring at my ONT and could tell the rep that there was no phone line hooked up to it. They tell me they will need to send a tech out to do a new install for the phone. I am told he will be there the on Sunday (2 days later). I sit around all day and no show.
I call and complain and they swear they will send a tech out the following Saturday (i am not taking off work for these people). The tech arrives and cannot locate the copper lines to connect the ONT to the phone service. he gives me the option of hooking a cordless phone directly to the ONT in the closet and using the units built in phone jack. Problem is there is no power outlet there. Then he tells me he will have to rewire the place for $75 and hour. I tell him no thank you i am going to cancel the phone order.
I cancel the phone order the next day and demand a refund for al monies paid. I explain to the rep that i had paid a deposit and that i wanted that refunded as well. The rep could not find the deposit. I even had a conformation number from the pay by phone service and was told she could not find it.
In January of 2008 i received a final bill showing a credit of all monies paid and was told a check would be mailed, and it was a few weeks later (and I did).
In march of 2008 in received a REVISED final bill and was being billed for the refunded money. I call in to the billing department and complain and they swear up and down that it was an error and the bill would be credited.
Can you guess what i got in April of 2008? if you guessed i received the same bill again only showing past due you would be correct. I call the billing department and they say there is a problem and they cant credit the account. they send the account to a billing support department to fix the problem.
In may of 2008 i checked my credit report. oh yeah you know where this is going. They reported to my credit report that the account was a charge off. basicly they could not get their money and listing it against me. Last time i pulled my credit score in may 2007 my score was 780, that sent my score to 628 (fyi i had no other negative info on my report and paid down debt so my score should have gone up).
I call their credit department (not to be confused with billing) and the first lady i talk to could not even find my account. She was the most incompetent person in all of verizon. I call back 2 minutes later and get her again. Without even talking i hang up. i call back and get someone else. 10 seconds of work and the guy has my account info. he recognizes the problem and fixes it. I file a dispute with 2 of the credit agencies and one has come back siding with me and the other is pending.
On another sour note it a lack of organization with each call. When I called, every time I got bounced from department to department at least 4 times every call. You want a supervisor, be prepared to wait. Most times I had to wait for a call back because they were so busy. Hey verizon if your supervisors are so busy it is because of 2 things. 1, the reps are incompetent and 2 verizon’s computer system and policy’s are faulty. My experience is going towards reason 1.
One additional problem I have had was a downgrade in internet speeds. I signed up for 15/2 service and was downgraded to 5/2 service for the same price. I called and complained in February 2008 and was told 15/2 would be $10 more a month but they would make it $5 more a month and would send me a $50 amex gift card. It’s almost July and it is still 5/2 and no gift card.
I would go back to Comcast but I love the picture quality and the new hd lineup coming out in July. With my luck with verizon everyone else will get the new lineup but me
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