Review by Laszlo 
member for 87 days, 3 visits, last login: 80 days ago
lodged 87 days ago
 Morrisville,Bucks,PA
 $55 per month- (12 month contract)
 about 10 days "Speedy and reliable internet" "Terrible experience with billing when we had TV" "Great at just internet, bad with TV bundles"
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We signed up for FiOS back in September 2006 as soon as it became available in our area. Our original speed was 5/2 for $34.95/mo. We had no issues at all with our service when getting simple internet access.
Several years later we added TV to our plan and had no end of trouble. Verizon seemed incapable of properly billing us, making mistakes on our bill for 6 out of 7 months! It was a horrendous experience calling up customer service monthly to clear up issues. The CSRs would always assure us our complaints would be resolved (and that credit for their mistakes would be issued on our next statement), but when the next bill arrived, it almost always repeated the same billing overcharge _and_ did not refund us as promised.
From my FCC and BBB complaints regarding the debacle:
Nov - Made a call on 11/30 to cancel the Games + Starz Play Pak trial (before the promotion deadline).
Dec - Charged $16 for Games + Starz Play Pak (this amount was never refunded). Tried unsuccessfully to cancel HBO trial online but changes would not save, so called in to cancel both HBO and Starz on Dec 2.
Jan - Charged $3.66 for HBO trial we'd also cancelled in time, $16 again for Games despite their previous assurance it would be removed (refunded only $12.67 of it in Feb), AND $8.99 for a Security/Backup plan that we'd never signed up for or been in a trial period for.
Jan 24 - Called to cancel them, again.
Feb - HBO cancellation again not honored, with $22.59 in new charges. The "Internet Additional Services" from Jan refunded (erroneously called "Adj FiOS TV Equipment").
Feb 12 - CSR told us HBO would be credited on next bill and canceled.
Mar - Refunded $25.65 of HBO charges
Apr - Billed $37 TWICE for FiOS internet service, the second time as an "Internet Additional Service", even though we are enrolled in the Verizon Flex internet/TV bundle.
Apr 9 - Spoke with a CSR who acknowledged the error on April's bill and filed for a refund of $39.22 on May's bill. Asked to drop TV bundle back to just internet service. Told there would be a $179 early termination fee, but after consulting with a supervisor, said it would be waived. She said the fee would most likely not show up at all, but would review our bill to verify that or refund the fee if charged. At this point appears resolved after 2 hours 46 minutes spent on the phone with Verizon Customer service, and several hours more trying to decipher obfuscated & error-riddled bills.
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And, if you hadn't guessed, the $179 ETF _did_ show up on our next bill, though that was quickly resolved by calling back the senior supervisor.
To top it all off, when we had to return the set-top boxes, Verizon only sent us one return shipping box (we had 2 STBs). We gave the other one away on Craigslist rather than deal with Verizon customer service for one more minute. Needless to say, we have stayed far away from TV bundles ever since.
TV was also expensive, at $37 for 15/5 internet, $48 for TV Essentials, $6/mo rental for each STB, and ~$5 tax and Video Franchise Fee (plus around $20/mo from their myriad billing screw-ups and overcharges). From July 2010 until now, our pricing has remained at $54.99/mo for 15/5 internet.
At one point we had to ask for a replacement router because ours was dropping signal. A replacement (an Actiontec MI424-WR Rev. F) was mailed out without issue.
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