Verizon FiOS Installers

AS other customer said, if there was zero star, I would pick it!
My Verizon FIOS got flu!
Whenever there was bad weather, we lost our services!
Verizon FIOS agent fooled its customer
They informed us technician would come 6−8am and nobody showed up and we were just told we were misinformed. Yeah, but we got up at 5:30am for it…
Verizon do NOT care!
We were told so many time technician coming and later was told our ticket was not even assigned with a technician.
Verizon did not just make you mad, they made you sad…
They made you realize how helpless you as a consumer could be…

I set up for Verizon Internet a few weeks ahead of my move with a confirmed install date. Unfortunately, the old residents had an account here which they had placed on hold. Despite the fact that I owned the house, Verizon canceled my order without telling me. They then proceeded to tell me they could not install our services because the old residents were transferring their services. The service technician refused to let me speak to
his manager and tried to tell me I already had internet.
Overall I canceled my services and am going with xfinity. I’m paying more, but at least they are reliable and actually seem to care about customer service after the sale. I will never use Verizon.

If I could give no stars I would! Set-​up Verizon for my relocation to the area and I set it up the appointment for a weekend and paid extra to have a technician come out. I had Fios in Long Beach, CA and I knew they had some issues but for the most part I was happy because they kept giving me free HBO every few months. Well I will NEVER NEVER use them again! The was some issue with the TV order and put a hold on my account and did not call me to tell me they were not coming. A tech said he would look into it and call me back the next day but no one ever called.
I called them late the next day and had to explain the situation and have that order cancelled and set up a new order and install time. Well today I have a service time from 1 – 5 and then I get a cancellation message in my inbox. They cancelled my order a second time and despite me calling twice this week to confirm there were no issues. I called them and got to a person who left me on hold for 20 mins and then I had to call them back because the call was disconnected. I cancelled the whole account and called Comcast. They have Xfinity Wifi and got me instant access to the internet and are shipping my components so I can install it myself. I will tell everyone about my Verizon’s terrible costumer service and lack of knowledge in doing their jobs! I will also be looking at other cell phone providers besides Verizon!

My wife and I, recently, purchased our FIRST home. We discussed our options and decided to go with Fios.
So, we set up and scheduled new installation, via online and phone.
On July 9^th, I spoke with one of your reps over the phone. At which time I FULLY explained EXACTLY what it was we wanted installed and how we wished it to be installed. The Fios rep clearly stated that there wouldn’t be a problem. And I quote, «Mr. Taft, our techs go through regular training, you tell them what you need and it’ll get done.» Okay, cool, let’s set up the service then.
The day of the installation comes. That would be today, between 1100 hours and 1400 hours. At 1000 hours I get a text that the tech wouldn’t be here till between 1245 hours and 1345 hours. That’s fine. There was a notification done in a timely and professional manner. Not a problem. The altered time frame comes and goes, NO TECHNICIAN. The tech, FINALLY, calls me at 1402 hours, AFTER the altered time frame and tells me he’s 15mins out. I’m upset, but remain respectful. The tech FINALLY pulls up at 1420 hours, at which time I get another text message informing me that the tech would be here between 1400 hours and 1500 hours. It’s a good thing I wasn’t holding my breathe! UNACCEPTABLE and INPROFESSIONAL Verizon! The tech comes in, I greet him and remain professional. I explain what it is we want done and he informs me that he cannot perform that service because Verizon no longer does that! I’m at a complete loss for words!!! I ask him if I can speak with his supervisor. After speaking with his supervisor, the techs assessment is confirmed. I explain that the Fios rep I spoke with informed me that what we needed done wouldn’t be a problem. The tech, then, proceeds to throw his own company under the bus, and I quote, «Those reps are always telling people we can do that. We don’t do fish lines through walls anymore because it’s unsafe and too time consuming.»
So, needless to say, I lost a great chunk of my day, took a day off of work for no reason, got terrible service, and now have to start all over, again!
Verizon Fios, I understand that you have to turn a profit. But, is lying to your customers, giving them unsatisfactory and unprofessional service, and then charging outrageous fees how you do business?! Is that your mission statement?!
You may have a huge monopoly on the industry. But, you are not the only show in town.
Thanks for nothing and for throwing a big *** dark cloud over our new experience!
Your company needs to address it’s mission statement, how your techs present themselves, and the lines of communication (with the customer and within your own organization). The customer is not always right. But today, your company was completely wrong and made the customer feel as if they didn’t even matter.
Good day to you!

UPDATE: Moved from 1-​star to 3-​stars, and I will be keeping FIOS as a prospective provider in the future. A few days after giving a negative phone survey rating and writing this review, I received a call from a manager inquiring to see if there was anything they could do to keep my business. I explained to him the issue that it wasn’t possible given where I was moving, and about the ETF. He sounded very perplexed that his phone rep did not waive that fee. He gave me his name and number and assured me that he will be waiving the $ 50 fee and wanted to part on good terms. While I hate that complaining and being part of America’s whiny masses is what it takes to get anything done, I appreciate Verizon following up to make good with a customer.
Original review:
I was motivated to write this review as a consolation for receiving a $ 50 ETF from them after 5 years of being a customer, despite moving to an area that they did not service.
I switched from Comcast when our building finally got FIOS. At first things were pretty good, but after a couple years I called to see if there were any promotions going on so I could save money on my bill. In short, the lady switched me to a plan that was worse than my original plan, at more money. When I tried to revert, they couldn’t do that because the plan was no longer offered. No joke, it took about a month to resolve, not getting callbacks as I was promised and the whole nine. Eventually I was able to convince them to give me a higher data plan at the price I was paying before, because it was their mistake, but believe me I had to go through about 10 phone calls to get it.
About a year ago, FIOS changed their TV Guide to this new awful looking thing that is very tough to read unless plopped right in front of the TV. I let them know about it and they said they’ve gotten quite a few complaints, but they don’t seem to care. Now, I’m moving away and my 2-​year contract ends in November. I’m moving to an area that they don’t service, yet they will not waive the ETF fee.

Just moved to a new place and had to order my own cable for the first time and picked Verizon as the lesser of two evils over Comcast. After initially scheduling my installation I had a very confusing and frustrating back and forth with Verizon customer service stating they wouldn’t be able to install because the previous resident hadn’t canceled or transferred their service. I’ll spare the details on that but it had me concerned as a new customer. My installation date rolled around, though, and the technician called to let me know he’d be by in 15 minutes, showed up while I was in the process of carrying up a heavy package and actually helped out, and was very competent and polite throughout the installation process. The only reason I’m not giving five stars is because I’m considering that initial issue with Verizon customer service as part of the installation process. Other than that everything was great.

Augh. After spending 48 minutes this morning with a Verizon «Customer Service» rep, what a joke! She totally screwed up my order and entered me to a new 24 month contract which I specifically told her I didn’t want to do. I called again tonight and spent another 27 minutes with someone who said that I had to call them back tomorrow because the order was being processed and he couldn’t look into it. I asked for a supervisor and he acted like he was connecting me then hung up on me. Really?

I setup my fios service 9÷1÷14, and after the install, ended up with service that didn’t work. I made about 10 calls to Verizon, each at over an hour, and scheduled 4 service calls in my first month of service. EVERY single Saturday I was given a «two hour window» for my service call. Verizon made absolutely no attempt to make this a priority, and each time showed up about 2 hours outside the promised service window.
As of the time I disconnected, the issue was still not resolved. Each time, I was treated like a number and not a paying customer with a problem, and each time I was talking to a repair technician, they indicated they indicated «customer service was another department, and I’d have to contact them directly.»
Verizon indicated, when I initially setup my service, that they were better than Comcast, which was my other option. I took their word, and for that, had the absolute worst experience with a cable company to date. To spend greater than 20 hours in a month dealing with cable is absolutely insane. I know no one who wants to invest that amount of time into this type of experience.
I will never patronize this company in any way, for any service, ever again. My advice to Verizon is «get connected.» Stop making your customers call separate numbers to get the full service. And actually fix the problem! If customers have a technical problem that is preventing them from actually using their service, make it easy for them to talk to the customer service department afterward. And try to schedule less appointments during the windows so you actually show your customers that their time is valuable.
Comcast is now my service provider, and they showed up 30 minutes into their window. You need to take a serious look at how you are structured– and walk a mile in your customer’s shoes.

Ordered Verizon Fios for internet and tv, living at 850 N Randolph Street Arlington, VA across from Ballston Mall. 3 separate confirmed installation appointments and all three were a no show each time calling Verizon only to be told, «we have no idea why they never told you they wouldn’t be there but they’ll definitely be at the next one.» After taking 3 days off work for no reason I called asking to speak to a manager only to have the manager state she had no idea why they weren’t showing up and they she wasn’t sure when they could. I asked if there was any way we could get reimbursed for these 3 no shows, only to be told there was nothing they could do. Additionally they had the nerve to send me a billing estimate that was due the day after installation that never showed up. I highly recommend everyone stay away from Verizon Fios, worst customer service I have ever experienced.

When I wanted to add an additional TV in my house, the fastest appointment I was able to get was nearly a month from when I requested. I was told that new installations and repairs come first (this certainly made me feel like a current customer was not at all important).
My installation time window was confirmed a few days prior to the install via email and then with a phone call on the day of the scheduled installation. The install time has come and gone. I called Verizon 45 minutes after the end of the time window and spoke to two different people before I was told that they don’t have anyone dispatched for my install and asked if they could reschedule to another day.
After spending more than an hour on the phone and transferred twice, they offered me a $ 23 concession for me losing an entire day. I explained that this was not acceptable and could have easily been resolved with a phone call letting me know they were not able to make the scheduled appointment rather than me wasting time on the phone. I was then offered $ 46 off of the install fee (I am glad that Verizon feels my entire day that is now lost by them not showing up is only worth $ 46 and I still have to pay for the remainder of the «trip charge» and the installation fee).
During my phone call, I was disconnected after an hour and twenty minutes. I guess I shouldn’t be surprised that no one has bothered to call me back.
I am already on the phone with Comcast and RCN discussing their offers.
Can definitely way that Verizon can’t get any lower or more insulting to their customers.

Verizon FIOS customer service in Arlington is HORRIBLE. FIOS became available in our area so I thought we would give the 75 mbps package a try. I subscribed to the service online and scheduled an installation date (earliest was a week later). The Verizon technician came out and informed us that there were no ‘outputs’ left in our neighborhood and that someone from engineering would have to come out and upgrade the equipment. To make a long story short, after MANY phonecalls it became clear that no ONE from engineering was coming out to ‘upgrade’ the equipment in our neighborhood. In the meantime, I had packaged up our Direct TV receivers and sent them back. BIG MISTAKE. If you think Comcast has horrible customer service, Verizon sets the bar even lower. I cannot imagine how a huge company like Verizon expects to grow and expand when they cannot accommodate new subscribers! WTF Verizon??! Stop advertising that you are available in my area when you really are not! SHAME ON YOU VERIZON!

they were heavily marketing FiOs in our nieghborhood as they wired it recently so many of the DirectTV and Comcast customers switched, including us. The bundle was competitive (mostly) and we got faster internet, tv and a «landline» voip phone service. I know this is good technology but the installer was the rudest guy who wouldn’t answer my questions, and didn’t like it that I knew the difference between coaxial cable and copper, DSL, 4G wireless, FiOs, landlines, wireless, voip, etc. (DUH!). Also, I had to insist he not a drill the hole in the wall where he wanted to put the junction box (in my dining room, presumably so it would blink at us through every meal!). So I insisted he put it into our utility room/​laundry room and showed him the cable tv wire connection he could use for the internal TV hookup which is there too. This guy did not like a woman knowing what she wanted and snapped at and ignored me as much as he could get away with. And he left without properly hooking up my new «landline» or telling me the status of the system. He also did not leave his biz card which it turns out he is supposed to do. Fortunately, I was able to rehook the phone system up myself so our system works the way it was supposed to do but left to this disagreeable installer I would probably still be without a landline. I complained bitterly using their automated complaint system and to the guy who pitched the sale to us initiallly and called the installer’s manager and said this installer needed customer service training. Not sure if I got heard, but at least I complained to every possible person and phone number; and sometimes it works its way through… Fios good, installer bad!

Epic fail for this company! If you are only a cell customer, but do not, because you cannot have a cable brought to your home that provides the needs you require, you spend hours on the phone trying to get help and having to repeat yourself with each transfer. Been trying to get a cable that is hanging in my cedar tree on my property removed as it is hanging extremely low, and attached to the house next door which again makes no sense why it is hanging in my tree! Plus they do not have verizon either for same reason. Waiting for 8 hours, no one can confirm if they are coming even though I was finally given a ticket # when I made what I thought was an appointment. I have loved verizon service over the years, but guess they are now just as bad as the rest. In the end, they don’t care about creating loyalty beyond reason.

I’ve been a client for 8 years and the first in the sub-​division to recieve service. The price went up close to 90% in that time and is too much to pay for tv, internet, and phone. I left them after they said they could do nothing about lowering the bill. One month later I recieve an offer in the mail for 95 dollars a month for the same service I gave up and they now value me as a customer. They don’t care about what they have when they have it. Never again… I went to cox and my internet speed increased by 25 mbps for less money, go figure! STAY AWAY FROM FIOS YOU WILL GET SCREWED!!!

We were excited to try Fios when we moved after years of poor service from Comcast. Bottom line — this service could not suck enough. We have persistent user outages due to inadequate capacity in fairfax county. of particular annoyance is that on demand never works on weekends, when you most want to use it. for 5 weekends in a row we have been unable to rent movies on the weekend. Our repeated calls to customer service were met with such stupidities as «well on demand is free, so what is the beef?» And «yes we know service is out there’s nothing we can do»
Last night we were cut off and hungup upon by «customer service when once again on demand was out. So then we get a robo call
at 7 am Sunday saying service is restored and now you can rent a movie. Gee thanks. Also the equipment fees are exorbitant, the equipment itself, Especially The base boxes, are absolute crap. We are looking at dish and cox, both of which suck as well. Maybe the answer is a pox on all of them, we just go with streaming and Netflix. Can’t possibly be worse.

Absolutely one of the worst experiences ever — Verizon customer service is horrible; I would not recommend getting FIOS. If you think cable service is the worst — FIOS has managed to establish an even lower standard. Almost 30 days in and FIOS is still not working properly at every box.

In the interest of showing both sides of the coin, I thought I would share my positive experience with my Fios installation this weekend, as I was more than a bit nervous having read previous reviews. [Note that this review is for installation only, and while my installer’s card shows him based out of Alexandria, VA, I couldn’t find a separate office there to review, and I am located in Arlington.]
I had nothing but a positive experience with my Fios installation this weekend. Chuck initially called me to let me know he’d be early for my appointment; as it turned out his first appointment went longer than he expected so he ended up arriving right in my scheduled window (he did call me a second time to let me know he’d be later than initially expected.)
Chuck worked diligently for about four hours (!) getting my tv, phone, and internet hooked up in my condo. After spending about an hour looking for the main cable entry to my unit, I got worried that he’d have to call it quits for the day — but no, luckily he had a Plan B in his pocket and was able to proceed with no further delays. There were a couple other times during the process that we hit snags and I was convinced that the whole process would come to a screeching halt, but Chuck always had more options and was always able to find a workaround. He was more than accommodating with specific requests regarding pulling wiring from one side of my living room to the other and left me with some extra cables and phone jack adapters just in case I decide in the future to install more phones. He also was patient in answering some of my random questions about navigating the cable guide.
All in all, I thought the installation process went as smoothly as possible, and I can only hope that my experience with Fios service itself is as great.

It gets one star beause you can’t give zero stars. We switched from cox because they were running a good promotion. Ever since the service was installed, we didn’t get solid reception on a bunch of channels, it would cut in and out, screen go dark, totally unwatchable. After 6!!! times with horrible technicians coming out, they still couldn’t fix it. Every time was an hour plus on hold, someone coming out, saying they needed to replace the hub on my street and nothing happening. This was the worst experience of my entire life with tv/​internet service. I cancelled inside the 30 days and will now go back to cox, maybe infinity.

I had Verizon FIOS bundle for many years. After we moved to Alexandria I wonted to continue using my Verizon email address at least for a year and was ready to pay for it. After calling numerous times to Verizon and speaking to many representative I thought I solve that simple problem. No way. they cancel my email any way.

I had one of the worst experience with Verizon FiOS customer service last week, and wanted to share this with my Unilocal family.
For the past 3 – 4 years, we had a Verizon FiOS bundle deal (TV, Internet, and Phone). We have been a loyal customer with not one default ever. We pay over $ 200/​month for Verizon services. This all started when we decided to port over our Phone to another provider, but wanted to keep our TV and Internet with Verizon. After 10 days or so, suddenly I found that our TV and Internet stopped working (day before Thanksgiving). I made my first call to Verizon at 8 AM and was transferred from department to department. No one knew how to fix this issue. Our account had temporarily being blocked as we had ported over our Phone number.
— The Financial Services Team said our account was permanently disconnected and had to create a new account. Really??? You just cancel your loyal customer’s account without informing them?
— Customer Service opened a new account for us and said the service will be back in two weeks. What??? The day before Thanksgiving you are telling us that we will not have service for two weeks?
— The «Elite» Team had no idea what to do and just told us to wait. When I asked for how long, they had no idea. What kind of Elite Team is this?
Finally, the lady I spoke to in the morning was nice enough to call me back with someone from the Financial Services Team. It turns out we didn’t need a new account at all. Our old account was just on temporary hold and needed to be reset. The new account was canceled and within 15 minutes we had our TV/​Internet services back. This was at 6 PM. I lost a day of work and spent close to 8 hours on the phone.
If all that was needed as quick reboot, why did the «Elite» team or the Financial Services team not know the answer to this question? This was NOT a call center in India, so shouldn’t the service be excellent?
I pray that I never have to call the customer service again. I just wish that people are trained to fix these simple things. I lost a full day’s of work. I have never been on the phone for that long.
Extremely disappointed!!!
Make sure you are aware of this situation. If you port over your phone, call Verizon to ensure the other services are not terminated. Even if the other services are terminated, all they need to do is reset the old account. There is NO need to create a new account.