Fios Experience so far
So I waited until Verizon offered me less per month then cable and did some checking before finally committing to the triple bundle. I was leery about horror stories of bad customer support and I thought I would share what I know so far. (had it 2 weeks)
Scheduled install and it was done in 5 days (my choice). Installer was professional, showed up on time and did a nice job installing. Note that they need a power source and like to keep inside if possible. These 2 boxes are 3”x9” and 12”X12” approx. mounted inside the garage on the wall. They provided the power strip so they did not hog all the outlets. Picture and internet speed good, need to dial area code for local numbers (not a biggie once you get use to it). I got a DVR the free box and what I thought were digital adapters (3.99) per month vs (5.99) per month for hd boxes. These bedrooms only had over-air hd and basic cable before so we wanted to keep monthly expense below current cable. Note on internet – the modem includes a wireless router that only does wep security however I just disabled the wireless and put my own router behind it. DHCP had to be setup on my router to hand out IP addresses not included in the range for the Verizon router (it gives IPs to the settop boxes) again not a biggie.
Fast forward 2 weeks – get my bill. About what I expected because of additional 2 TV install (3 free – 2 additional) but the on-going monthly was $6 too high. They had installed HD boxes instead of the adapters $6 @ 24 months is $120 so I called to get the charges taken off. This was not my error my order states adapters. Waited for 10 min and got Customer service rep Angela – she said Verizon would send adapters and I need to ship back boxes. I disagreed as it was not my error and would be hassled into shipping not to mention I paid $39.99 to have the correct equipment installed so I wanted someone to come out and install and take the wrong stuff back WITHOUT CHARGE. This she said would have to be arranged with FIOS support so I got transferred, waited on hold for 30 minutes and got Dawn in Ohio who told me she could not help had to be New York hold on I will transfer. Waited 40 minutes and got Maryanne who said she needed to get customer service rep on the line. She conferenced in Danielle – Employee # Z482291 who told me I needed to ship back. After trying to get through that it was not my mistake she said she would get “Executive Customer Support” but they were busy did I want to hold. I said yes. She came back on and said it may be a long wait they are very busy but I said I would hold. After approx 10 minutes this call was now @ 92 minutes and 32 secs according to my cordless phone, I was dropped. Called the 800 number again and got Joseph after about 5 minutes and I told him I needed a supervisor or “executive customer support” (he never heard of that but would get his supervisor) call was dropped after approx. 6 minutes.
Called the 800 number again and got Enrique Employee # Z489871. Received the same explanation about shipping. Said no I wanted a service call. He told me he would note that I should not be charged but to his credit would not promise I would not be. Asked to speak to a supervisor and was told they were very busy and it would be a long wait, I said I would wait (in for penny, in for a pound). He came back on let me know he was still waiting do I want to wait, yes. Supervisor Clay came on after about 15 minutes, said I would be charged but would get the $79 credit so I said OK. When he was in his computer he said he would be able to schedule and I would not be charged so there would be no need for credit. I asked for a Saturday Apt as I had already missed a day of work for the first install and was given a Saturday Apt for 1/7. I asked and received a credit for the erroneous $6 charge. This has been a huge waste of time and effort for myself as well as Verizon so far. I will update after the installation and my next bill or if anything new develops.
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