Comments on: Why I am canceling Verizon FIOS before it was ever installed…

By: Larry

Larry — Wed, 28 Jul 2010 19:42:01 +0000

I was supposed to have a fios installer come to my house today from the hours of 8:00 Am and 12:00 pm. They never showed up and they did not call me. I spent close to 2 hours on the phone, dealing with the automated answering thing. I would be put on hold for several minutes listening to a mixture of static and music. Then I would get a recording saying,”If you would like to make, a call please hang up and try again”. When I would finally get a human voice, They would put me on hold and then after several minutes, I would be cut off again and again. I could hardly understand what they were saying because of static. I spoke to supervisors at verizon.They said “There is nothing that they can do”. One supervisor gave me a phone number to call the corprate office in New York. I dialed the number and a recording said that I had dialed a non- working verizon number. Then I tried to cancel the installation and I could not reach anyone to do that. What kind of business treats people this way?

By: Jonathan

Jonathan — Fri, 06 Nov 2009 18:50:04 +0000

I guess, I am not the only one who was treated badly by Verizon. Several months ago I requested FIOS service for Internet. Received an automated reminder for the appointment a day before. After taking a day off from work, no one showed up on the scheduled date and no phone call or email notification. Apparently they haven’t finished running the fiber cable from the street yet. You would think they knew that on the scheduled date they would not be able to do the installation. After a long wait on the phone finally they found out that the street installation was not even complete due to some city permit. 3 weeks later, an independent contractor showed up at my house and told me that they will do the outside fiber installation from the street to my house. Note: My house is located about 300 feet from the street. They did major digging with heavy equipment for a week through the long drive way and finally reach the house.

After this was completed, I called back Verizon indicating that the cable has been installed and ready for inside installation. Apparently my order has been canceled because it was after 30 days. I guess their left hand did not know what the right hand is doing.

I reapply the service again through an agent. For the second time, they did not show up for the scheduled installation. When I check with the agent, they can’t find the order. Apparently that my order has been canceled … AGAIN and they can’t tell me why.

After my anger subsided, yesterday I decided to try again for the last time. Fill the order online. It indicated that I need to call for verification. So I called and everything was fine and the order will be passed through for installation schedule. Again, the scheduling agent can’t find my order number and told me he is going to call me back.

Late last night I receive a message indicating that they want my credit card information again even after I entered it online. When I called this morning, they can’t find my order number, they told me that my order has been canceled…AGAIN.

I guess they don’t care about the customer and the amount of investment that they have put in, to have 3 people with heavy equipment, digging my 300 feet driveway for a week. So I have fiber optic cable wound up on the side of my garage but no FIOS service.

I give up! I am very frustrated with Verizon. This has been a very painfull process with absolutely no result. If this is the way Verizon treat new customer, I am afraid how they are going to treat me after I become a customer.

By: Laura

Laura — Wed, 04 Nov 2009 16:20:26 +0000

Springfield, VA:

I am having an almost identical experience right now, today November 4, 2009 as the author wrote about 11 mos ago.

As I type I am listening to ‘hold music’ waiting for Verizon to explain why they failed to show up on their 2nd scheduled appointment date.

I received no less than 20 confirmation phone calls from Verizon between my TWO scheduled installations. I confirmed over and over and over…and wanted to scream THIS WAS MY IDEA!! I CALLED YOU for heaven’s sake–I’M GOING TO BE HOME for the INSTALLATION ALREADY!!

And then after all those crazy calls they have been a NO SHOW 2 outta 2 times.

If this is an IQ test then I FAIL if I choose to pursue a business relationship with Verizon. I will stay with Cox Communications and pay more. It’s all about service. You get what you pay for.

By: Zach Joyne

Zach Joyne — Fri, 02 Oct 2009 14:44:39 +0000

I have never personally had FiOS but i can tell you that the cell phone company is the exact same way. I don’t have time to go into the whole thing, but i wouldn’t go back to verizon if you paid me, the whole company seems to be uncapable to take care of it’s customers, and has poor business sense.

By: Sean collins

Sean collins — Thu, 01 Oct 2009 00:31:35 +0000

Yes you dont work for verizon, Your just a regular customer, wink wink

By: Jason Burns

Jason Burns — Fri, 18 Sep 2009 17:56:55 +0000

I am a fool, but all you got from my post was mud? riiiiight.

By: FIOS LOVER

FIOS LOVER — Fri, 18 Sep 2009 17:55:12 +0000

FIOS Rules. You are a complainers. Comcast is a rip off and if you can’t figure that out you are really inept. They HD quality is poor, the speed is throttled back on the internet and the costs are ridiculous. I have called Verizon 20 times and never had any issues as I have moved many times. There are people waiting for FIOS and willing to pay double and you complain about mud??? You are a fool.

By: avin r

avin r — Sat, 29 Aug 2009 06:06:00 +0000

I had a scheduled appointment for installing FIOS (i’m in NYC) on the past thursday (08/27/09) from 8am to 11am. So here i am.. waiting.. 8am passes, 9, 10, 11, 12… no one showed, or even called for that matter, to tell me if everything is okay or not. I assumed they’d install next morning but no luck, no one showed up or even a made a simple call telling me there’s a problem.
wow Verizon…

today (saturday morning) i come to see my TV service is discontinued so i’m stuck here without any service. I assume my phone and internet will be terminated soon as well, as it from the same cable company, Cablevision (Optimum). I’ve been a Cablevision customer (tripple play) for about 7 years now.
I’ll be rescheduling for another appointment date today..

thank you, Verizon customer services
:\

By: Sadiah

Sadiah — Thu, 09 Apr 2009 02:26:43 +0000

I’m sorry to hear your experience with Verizon. I actually love them, it just all depends on who helps you. Some reps are out there to really do their job and some are there just because they have to. I work in a retail – bank environment and we’re all very different. I actually had an assignment for my Economy class so I was surfing the web for an answer and came across this story. I hope everything is fine now!

By: Nabil N

Nabil N — Sun, 08 Mar 2009 08:29:43 +0000

I just switched to comcast. Their tech/sales people were very nice. I have been trying to cancel my Verizon fios service, but I actually waited 72 minutes on the phone during work (ahem) and no one answered. Finally, I hung up and I’ll have to try again on Monday, but holding the handset that long to cancel made me furious. The new comcast service is way faster and priced lower than Fios internet. I’m glad I switched. I tried to stay with them if they had a competing internet pricing/performance, but the sales person basically said take it or leave it. So, I left. I love the Comcast speed. 22/9 mb. WOW!!!