wmhjr
join:2007-07-01
Finleyville, PA
| reply to Mark F
Re: bad experience ordering Fios TV
My experiences are quite varied.
Just getting in touch with Verizon was (and continues to be) horrendous. They have 8am-6pm support for sales, ordering, making channel changes, etc. Those lines are terrible to get through on, with excessive hold times. No support whatsoever for new orders or changes (including even adding HBO, etc) after 6pm. "Some" support on a short time on Saturday. None on Sunday.
Install showed up a bit late, but was quite good about sticking around until complete - including installation of 2 cablecards in a THD. Absolutely no cables were required to be run - I have a very good and solid cable plant in my home.
The product is pretty good. Picture quality is good as is audio. The Moto DVR doesn't have enough storage for HD, and they have disabled both eSATA external storage and multi-room viewing when using any of the HD DVR devices. Cablecard installation to TivoHD was pretty difficult but it got done. TivoHD has been working well aside from one problem early on.
Subsequent attempts to contact Verizon to make a couple changes have been incredibly difficult and unsuccessful. I'm thinking about sticking with Comcast simply because Verizon is trying to manage this service like a phone service.
Just my 2 cents. |
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fedup
@optonline.net
| reply to yokel
going to get my fios trpile play install on dec 26 for some reason i check my order on the internet and it shows up but when i call CS they can't find it...Then VZ fios call to Confirm the install date yet nobody showed up on that date...called CS again they don't know why and pushed me off to another rep giving me the run around saying that they can't do anything about it..then the guy was like let me call dispatch ask for my phone number to call me back didn't even get a call back the whole day .Now i am foriuos called back got some lady that sounds half asleep said ok let me put you on high priority and some one will call you back in couple of hour same thing no phone call back..so yesterday got on the phone again CS had me on the phone waiting for couple hour before they came to a solution that cablevision wasn't realeasing my phone number since i wnat the same phone number(don't know if its true or not)so i was like why didn't anybody called me same answer we don't know...So why didn't they call me the first place if there something wrong with my phone number the lady was "oh they must have forgotten".and the CS was very cocky she was like your very lucky u order fios today i was like um no i order it in DEC and was supossed to have it install on the 26 "well the latest we can do for u is Jan 3 AHHHHHHHH WTF... |
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bushleaguer
join:2007-01-22
Gillette, NJ
| reply to yokel
Wow, I had Verizon's triple play installed last February and bailed 3 weeks in because they couldn't give me a straight answer in regards to the monthly payment. Back then I chalked it up to not being completely ready during the initial rollout....10 months later and they still have the same issues with customer service. Yikes.
The real unfortunate part about all of this is that the guys who do the installing, I found, are top notch and will have to deal with customers who had to jump through a dozen hoops to get the install date set and thus are not in a pleasant mood when the installer finally arrives...it's not their fault.
Verizon needs to get their customer service operation squared away fast. You'd think that would be the easy part in the whole operation, but I guess not. They need to make sure that calls are re-routed to the right department (I don't remember how many times I had to give my name, address, work order but I might have broken a Verizon record) and that any problems are handled ASAP. I've had problems with many companies, but Verizon, by far, has been the absolute worst.
My 1 year triple play with my local cable company (Patriot Media) is coming to an end in March, so I'll be once again looking for a good package and I can't deal with satellite and hoping it doesn't rain on the night I want to watch something on the tv, so Verizon will be my only way to turn. Hopefully the company's New Year's Resolution will be to straighten out their customer service. |
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robjlevin
join:2002-10-30
Millington, NJ | Keep in mind that Patriot Media is now Comcast. The only thing they need to do at this point it change the name. |
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bfcc
@optonline.net
| reply to yokel
I had a nightmare situation with them back in July. It was a billing issue no one at Verizon could resolve. I had FIOS internet service for a few years. Before that I had their DSL service and before that was a modem customer of theirs. Three phone lines for over 10 years too, in other words very happy customer. In March of 07 everything changed I added TV service. I was getting a paper bill for internet service and phone lines. When I added TV service I dropped the phone lines and went with VOIP. Fatal error. This screwed up my billing. They were suppose to stop sending me a paper bill and start billing my CC. They were charging my CC for TV service fine. My internet service however never made it to the CC and for some reason they sere still sending me a paper bill for the internet. I continued to pay it figuring it will eventually go to the CC. Never did, my internet service was locked and I was unable to work for my employer work from home). After 3 days and countless hours on the phone, they accepted by CC number, lock to internet removed. Three weeks later locked out again, only this time waisted days on the phone with their "customer support" and no one was able to help. Canceled it all and went to cable. Even canceling their service was a nightmare. They continued to bill me for TV service months later. Then when they finally did cancel me they wanted to bill me for their equipment. Thank god I kept my receipt for the set top boxes and router I returned the BBU, the power supply, the ONT....everything!!). You did the best thing going with cable. So far 6 months with cable no issues! |
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vienna
@verizon.net
| reply to yokel
I am blown away by the idea that I can't order On Demand programming from my remote.
It's a Saturday morning. I want to order a subscription to "The Wire" on HBO On Demand. I figured, "Yeah, I acn just do this from the remote, right? I mean, how stupid would a company have to be to not allow me to order extra programming just because it's not normal business hours?"
Nope. Can't do it.
You can only order that from 8:00 AM to 6:00 PM, Monday through Friday. What is the matter with Verizon FiOS? HOw could they be so imcompetent about this. I want to give them more money. Why won't they let me do this on a weekend?
But this is the same kind of frustating crap that happens with all cable companies. It makes me livid. Do these guys have the same number of subscribers whether or not they treat them well? I'm going to go back to Cox for my TV.
Definately keeping the internet connection, though. |
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JPL
Premium
join:2007-04-04
West Chester, PA
 ·Verizon FIOS
| said by vienna :
I am blown away by the idea that I can't order On Demand programming from my remote.
It's a Saturday morning. I want to order a subscription to "The Wire" on HBO On Demand. I figured, "Yeah, I acn just do this from the remote, right? I mean, how stupid would a company have to be to not allow me to order extra programming just because it's not normal business hours?"
Nope. Can't do it.
You can only order that from 8:00 AM to 6:00 PM, Monday through Friday. What is the matter with Verizon FiOS? HOw could they be so imcompetent about this. I want to give them more money. Why won't they let me do this on a weekend?
But this is the same kind of frustating crap that happens with all cable companies. It makes me livid. Do these guys have the same number of subscribers whether or not they treat them well? I'm going to go back to Cox for my TV.
Definately keeping the internet connection, though.
I don't understand what you want to do. You're saying you have HBO but want to order something via HBO on demand? If that's the case, you don't need to order the on demand. It's included with your HBO subscription. If you're saying that you want to order HBO off hours - I agree that it's frustrating to have to call during business hours. I guess that's why Verizon added that ability (to order a premium package) directly from your remote as part of the IMG s/w. Depending on where you live you either have the IMG, or you will very very soon (we're the last market, and we're set to get it on Tuesday). |
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wkearney99
join:2000-12-05
Bethesda, MD
| reply to vienna
Try being stuck on hold with someone, having started the call at 5:30pm. 40 minutes of being stuck on hold. Only be told the situation needed to be handled by another department. Which closed at 6pm; 10 minutes ago. Infuriating doesn't BEGIN to describe the anger. |
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