Review by SG79
Good "It's fiber; Blazing high speeds (if you can get it and want to pay for it)"
- Location: New York,New York,NY
- Cost: $112 per month
- Install: about 20 days
Bad "More expensive than competitors; reliability has gone south in 2013; Poor technical support and customer service"
Overall "Service has really gone south in 2013"
|Pre Sales Information:|
Value for money:
(ratings below consensus)
3-15-2013 Update: Verizon service in 2013 has really gone downhill. Over the past two months, I've had a plethora of problems, including massive internet slowdowns (downstream speeds were crawling at 3 Mbps), connection reliability issues, and high pings during peak hours. These issues were practically non-existent in 2012.
To make matters worse, the tech support has been abysmal as best. They insist on having me do 1 hour of "troubleshooting", including resetting the router, etc, before they'll even look at my issue. It's like they only know how to read through a script.
I'm lowering my review given the VERY poor service I have received from Verizon in the past 2 months.
----- My original review below for reference ----
I've had FiOS since December 2010, when I switched over from Time Warner. Initially, Verizon offered me FiOS for $55 per month for the first year, including DVR, Fios HD Extreme and 15/5 internet. This was by FAR cheaper than any of Verizon's competitors, so I jumped on the offer.
The main difference I noticed with FiOS vs. Time Warner was in:
4) Service (tech and customer service line)
1) Speeds - The speeds are great, and faster than promised. I was initially getting 20/5 (vs. the 15/5 I paid for), but about a year ago, Verizon bumped that up to 24/5. This was MUCH better than what I had been getting at Time Warner, and the speeds were very consistent, which I didn't get with TWC.
2) Reliability - One of the biggest change I noticed from FiOS was the highly reliable internet speeds I received. Time Warner often went down late at night (usually around midnight) for some odd reason, and during peak hours, the service often slowed to a crawl. I'm guessing this has to do with the nature of copper and the software updates TWC needed to do on the head end. With FiOS, downtime became a thing of the past (mostly), although to be fair, it does go down on occasion, but only once in a blue moon.
3) Latency - My CO is two blocks away, and my pings to the first Verizon hop is around 6ms. This is probably due to my router being connected via MoCA vs. Ethernet, but either way, it's much better than the latency I got with TWC. My SpeedTest ping is around 10ms. With TWC, this would be around 20-30ms. Big difference a little fiber makes. That said, Verizon has become more popular in NYC, and my ping times are starting to increase and jump around. This is most noticeable during holidays, when most Manhattanites leave the city. My pings get as low as 7 ms around then, which implies some congestion issues going on. Hopefully Verizon fixes this soon.
4) Service - For me, this was the big clincher. First, let me start by juxtaposing my experience with Time Warner. Service with Time Warner was absolutely HORRIBLE. I dreaded calling their customer service line, as getting ahold of their customer service rep took at least 40 minutes, and I felt the reps gave very little care/attention into any of my questions or issues. When I called to cancel, TWC even claimed I never returned their modem (untrue), and wanted to charge me extra for a modem I had purchased myself. Furthermore, the field techs at TWC are all outsourced contractors who cared little about doing the job right and more about running to the next job. It was exactly how a business should NOT be run.
Verizon, on the other hand, was a 180 degree experience. I almost ALWAYS have received great service from their reps, and am rarely on hold for very long when I do have issues. In addition, the installers are all Verizon employees, and most have been with the company for a while (union workers) and do a MUCH better job with installs and follow-through. That said, I think some Verizon techs could work more efficiently and faster (my first install took a whole day, when i could've done it myself within 3 hours). I guess that's the curse of the unions, but at least they do a better job than the temps at Time Warner.
Installation lead time - Since Verizon is a unionized company, installation may take a few weeks or more, and this is assuming all the fiber is already hooked to your premises. I live in a Manhattan apartment, so there's no trenching involved (buildings are wired with FiOS to each floor), but suburban homes are another story. To top things off, the Verizon union guys take their sweet time with installs (read above), and while they're usually very thorough, most of the cable competitors hire contractors that promise to install within two days. My FiOS installation took a 3 week lead time, which is on the border of being way too long.
All said, I'm very happy with the service I've received from Verizon. I do have grips about the high cost, however. The naked internet starts at around $75/month, which is the SAME as internet / TV combo. Plus, Verizon's DVR is a whopping $17 a MONTH! Highway robbery, IMO. Given Verizon's rising prices, I'm tempted to try RCN, which is offering 50/5 internet for $35 / month, and TV/Internet TiVo combo for $90. I like FiOS, but money is money, and by switching Verizon may get the hint that competition does exist. But I'm afraid RCN's customer service may be as poor as Time Warner's, and I may be back in Verizon's camp before long. But at least then, I'll be treated as a new customer by Verizon, and might score some nice promotions Verizon throws at new customers to encourage them to switch, like the $55/month DVR/Internet combo package I received when I first signed up.
Equipment: Verizon Actiontec F series router, Motorola QIP7232 HD DVR
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updated 1 year ago