Verizon

Calling their 800 number is inefficient as currently set up — the automated voice recognition is supposed to be efficient, and I get that with the volume of calls, but it ends up taking much more time than if someone just simply spoke with me to begin with. After finally getting through the barrage of press 1, 2, 3 etc. about 95% of the time I get a busy signal as if someone hung up on the other end. NICE. I am looking at other options.

Absolutely horrific, its apparent that Verizon has zero quality control and has zero interest in providing value for the cost of their service. Verizon is the poster child for profit mongering monopolies in the US and will pay dearly when Google fiber or solar city take
over.

If it were possible to give zero stars, I would. I have just spent 2 hours and 20 minutes on computer chat and then finally on the phone with Verizon reps trying to resolve a problem with my home phone/​TV/​Internet service. They genuinely don’t give a rip about what they do. I have never experienced this exceptionally poor level of customer service with any other business. If I had an alternative, I would take it in a minute. It’s an embarrassment.

We sing up for Verizon a week ago. They installed the router and said the internet would be on in a few hours. LIERS! If we don’t have it running by tomorrow we’ll terminated our contract! Please avoid this terrible Company!

Terrible service. Not really much else to say. The debate is constantly, «Do I waste my time calling them for a reboot recommendation, or just continue to deal with constant issues?». Going away from cable will be more and more popular as these cable companies continue to believe their customers have no where else to go.

You never get a first chance to make a second impression and this is the third division of Verizon that’s done that to me, first wafting 75 minutes at their Rockville location just to get help from a sales person. Second was landline/​high speed internet where it took 10 phone calls and slanderous remark on their FIOS Facebook page just to get a missing router, now in Grovsenor Park they lied about the order which was supposed include a multi room DVR which never came and they want to charge me more to replace the set top box with it. If this was a gal that I was dating, I would never give her another chance, but were stuck with Verliezon as our bulk package provider.

We have Verizon internet through a land line. Verizon is the worst company, hands down, I have ever dealt with. I have had over a dozen phone calls with them to try and fix the issue. The most likely explanation is that our service is throttled, even when there is one person working from a laptop. Avoid this company at all costs. Looking at the number of reviews with one star, I see that I am in the majority. Verizon, have you no shame?

Overcharged repeatedly. Filed BBB complaint, which took months to resolve. Finally cancelled FIOS, transferred phone to another company.
Phone transfer happened first, which caused my FIOS internet only bill to double to $ 160/​month, for internet only! Called, and they said billing mistakenly over billed and they would take care of it. Never happened, got billed $ 160 again. Paid bill, but was assured I would get a refund.
No refund. Several months later, got a notice in the mail from a collection agency, I owe $ 66. Never received a bill from Verizon for this. Never got an email bill either, only a collection agency notice.
Not only is this a false charge, I never got billed for it, and it is for an over billing which they never took care of.
Having the «best picture quality» or «fastest internet» is not worth the hours upon hours I have spent dealing with their incompetent billing department, and the crazy high bills I have received paying for overcharges for services which their billing department advice is that I pay it and wait for a refund for overcharges which I never received.
Now I am stuck paying $ 65, which I don’t owe and never received a bill for, just so my credit doesn’t get ruined because of their incompetence.

Lousy, is not a strong enough word. First of all, how DC has so few choices for Internet is a travesty, and Verizon «service» is lousy at best. There are no plans for FIOS, and my intermittently offline, and habitually sluggish DSL, with its 3MB download maximum, is the best Verizon can offer. I said goodbye and put their equipment in the trash!

Verizon dsl should get negative stars there service is horrible I own a business in college park md and my stupid self gave chance to verizon for all my business line I got 5 phone lines and 2 dsl and it’s been 3 months since I have there service and out those 3 months my dsl only worked for maybe 2 weeks I had 9 deferent technician came at location in this month to solve the problem but next I’m at square 1 again so pick up phone call verizon a usual spend hour and half on phone again and they said the same damn thing oh we will send are tech in morning and everything will b solve I been hearing this for past 3 months I don’t understand if I’m paying $ 400 some for my service I have rite to get my service I shouldn’t have spend hour everyday on phone phone with these ppl and when I try to switch over deferent company they telling me I have to pay $ 2600 for early termination lol I don’t understand why I have to pay them to disconnect my service if they can’t never make it work I honestly never will recommend anybody to go for verizon even tho they give a free year of service, if anybody wanna know more fucked up stuff verizon u can feel free to call me 4 437 690 100

Pretty much what everyone else has said.
Verizon DSL is a sorry excuse for a service that the company clearly doesn’t have any interest in maintaining. But in some places, like Capitol Hill, they don’t offer Fios, so what are you supposed to do? You can’t win.
Anyway, when it’s working properly, speeds are atrocious. If you need to upload anything, don’t even try. But when it’s not working (and this is far too frequently) it’s frustrating enough to drive you insane. For about 4 months we had nonstop connectivity issues. When it rained the DSL went down. When there was a light breeze the DSL went down. Multiple techs came out and «fixed it» but actually didn’t.
Eventually I caved and signed up for Comcast. Again, no options, what can you do?

Extremely displeased with Verizon Fios customer service–
After being a loyal Verizon Fios customer for nearly four years, I am extremely disappointed in the service I received during my cancellation. I will not be recommending Fios service to any of my friends or family, nor will I ever get their service again. I was told when I first signed up that if I move and Fios TV services are not available at my new location, I would not be charged an early termination fee. I made sure to ask this since I knew Fios is not yet available in all locations. Apparently this is not true, as I am still being charged an early termination fee.
About one year ago, I called Fios to add some football channels to my service. Forty-​eight hours later, I decided that it wasn’t what I thought it would be (I thought I would get all football channels and I didn’t), so I called them back and changed my service back to exactly what it was 48 hours ago. At this time, Fios took it upon themselves to start my contract over, which is their first reason to charge me this early termination fee. Now that I am moving and it hasn’t been a full 2 years since this happened, a loyal customer gets taken advantage of.
The second reason that Fios is saying they are justified is because they offer at least one service (telephone and internet) at my new place. However, if a customer is not able to have the exact same service that he or she has currently due to Verizon not providing Fios boxes everywhere, how is that the customer’s fault?
I called customer service two times and was given the run around. All representatives apologized for the misinformation given to me when I signed up, yet did nothing to right the situation. At one point, I asked for a supervisor, thinking if I explained my situation they would understand that this was Fios’ fault and put an end to the unfair charge. However, this person actually recommended that I get Verizon phone and internet at the new place to avoid the cancelation fee and get cable from another provider since Fios TV is not available there. Who in their right mind would have two separate bills when it would be more expensive from both providers to not have it all bundled? After I asked the supervisor that, she decided to tell me more about her personal situation, which was very unprofessional. She said that splitting the services between two providers is what she currently does and then said, «Unfortunately, that is my life». This is not a professional way to talk to a customer. I did not call Fios asking for personal advice or about what their employees choose to do for service.
Do not get Verizon Fios. Representatives and supervisors will tell you two different things between sign up and cancelation. In addition, they will be extremely unprofessional and will take any money they can from you when you can no longer have the service you really want. Just remember, you’ll be charged even if it’s Verizon Fios’ fault.

This company’s accounts payable department is a complete scam. Not only did I sign up for $ 49.99/month service and then inexplicably and duplicitously get charged $ 75.00/month, I also shut down service and then got charged $ 100, 5 months later, for phantom fees that the company cannot accurately explain to me. Nor can they give me a full tally of my billing b/​c «it’s been so many months and we no longer have that breakdown». As a consumer, I did everything correctly: I set up the service and got my cost agreement in writing, I was proactive when, after 30 days of service, I hadn’t received a bill and I called and paid what was owed via telephone. I also logged in after my service cancellation date to be sure that I had a $ 0 balance. Now months later, I am accessed with a bill that not one of 3 reps whom I just spoke to can detail for me. To add insult to injury, in my submission to the bill and agreement to «just pay it» so as to protect my credit, I was told that if I wanted to pay it over the phone, I would be charged a surcharge. I could instead go online and pay it there. However, their online billing system isn’t working right now and I am not able to pay online. So now I either have to call back and sit on hold for over an hour and get charged the surcharge, or I have to log back in on another day and deal with this unaccounted for bill. Needless to say, never doing business with Verizon again and definitely would not recommend them.

Firstly, I am very disappointed in the business service I got from Verizon… I called in to set up a new business account with them on ²⁄₂₃ Monday… I was told both online and over the phone that FIOS Internet service was NOT AVAILABLE in the location of my new office… After being on the phone for an hour I finally got a rep to speak to me… I came to find out that there was service at my location but it was DSL not FIOS… spoke to the rep got the account set up, got the new phone number… I thought yayy I’m gettin somewhere… spoke about equipment if any would be needed etc… I said I’m not sure but if it comes with the bundle then send it… yayy we are sailing right… set up the time for the tech to come out ²⁄₂₇ Friday, the soonest available yayy… was given a time frame 8−2…went out to the new office… got there 7:30 great on time… now here is where things start going down hill…8 o’clock rolls around I don’t see a Verizon vehicle of any sort and I’ve been sitting outside for 30 mins ok cool window till 2 someone will call… they have MY cell as a contact # for the tech… went in waited… let’s just say I got no call from ANYONE to let me know that there was NOT going to be a tech coming out… I had to call in 4 times for a status update and each time I was given a different time 8 – 2, 10 – 11, 12 – 3, 3−5…starting to get annoyed on Friday… finally now I get a tech to come out on 2/28…tech comes out awesome guy John B. Very professional… His attitude made me feel better about the situation and now we were getting somewhere .got the lines run, jack installed yayy… dial tone tech did his job yayyy… Here it is Monday ³⁄₂ my office is supposed to be up and running and I have no phone and no Internet even now @11:37 in the a.m. hmmmm now I am back to where I was on Friday when I was waiting for a phone call for someone to show up? Really… Oh wait I forgot to mention I have NO MODEM… was not included in the order… then I come to find out that even if I had the modem I still would NOT HAVE HAD SERVICE TODAY as there is another «repair ticket» open regarding equipment OF THEIRS that needs to be repaired in order for there to be service at my location… Spoke to John, then Tom, then Sarah…1 week and about 10 different people later still NO SERVICE… Also note that if you ask for contact information for the technician that will be coming out… to your location… Everyone will tell you that they cannot give you that information… it’s not available to them. they cannot see that information… I don’t know which tech they are going to send so I can’t tell you… I believe at that given the increasing security concerns that appear on the news every day… and as a woman as well… it is very unsafe… i am waiting blindly for some random guy/​girl technician to show up by myself in a warehouse… it is would be less stressful if it is knew WHO… Verizon’s rates are always expensive and as we all know if you want good service you have to pay for good service… at least that’s what I thought… i mean if im going through all of this NOW and and I still DON’T HAVE PHONE OR INTERNET… and wait don’t forget I’m still waiting for a phone call for for the OTHER technician that is supposed to come out…

Not sure what office actually set me up but I’m Washington DC. I cancelled my Comcast Internet, phone and cable and order Verizon Internet and phone. Was never able to use it.
My Install was yesterday 2÷9÷14. The tech came and was unable to get the internet working before he left. He put in a ticket and said the internet would be up by 2.
By 8p I still had no internet and no information so I call ed Verizon, The Costumer Service Agent state that there was a problem with install and that the tech had on the ticket that he would be back out on the 12^th. The Tech never said that and no one called to relay that info to me. I had to CALL them to see what was going on. It was the first day and I was a new customer. I had been down internet for a whole day after already waiting 3 days for install. Now they are telling me another 2 days to wait! I’m a freelancer who’s home office relies on internet service.
My boyfriend (who use to work with Comcast) asked to speak to the supervisor. We got transferred Shiva Tech ID 41 625 who states there was a problem at the center or something not understandable. He wanted to get us off the phone while he called to see if they were open but we know they game and said we will stay on hold. He proceeded to say it could take a long time. We said we’ll wait. Minutes later we were transferred back to customer service. The supervise never got back on the phone and thought he was slick to to transfer us back.
We asked for a supervisor again and got Yarel Rodriguez in the Tampa office. He wouldn’t give us his ID or the corporate number because he said they were instructed to not do that anymore (even though the previous supervisor just gave us his). Mr. Rodriguez proceeds to read the ticket the tech put in. It had some jargon I did not understand and I asked him what did that mean. He said he didn’t know. I said how or why do i get to you for help and you can’t help me? He said he’s just customer service.
I was done after that and cancelled my whole service. I’m tired of giving my money to piss poor companies with piss poor customer service. I wish I taped the conversation myself. Corporate should listen to their tapes and train their people better and they won’t have so many unhappy, frustrated costumers.
Sincerely,
Spending Money Elsewhere

So, how am I supposed to return my old router (as the Verizon rep told me to) when no info about where to send it was included with the new one, the Verizon phone number for customer service listed on their website, 1 800 722 5543 always results in a busy signal, and the function on like where you can put in your phone number to ask them to call you says, «unavailable, try again later.» Just how much work should I have to do to return this router? Will I get charged for having 2 routers on my next bill? Probably yes.
LEE

The cable companies generally deserve the bad rap they get. Long phone queues and incompetent agents are the rule rather than the exception. About two years ago after years of frustrating performance and service by Comcast, I took genuine delight in returning my three DVRS, assorted remotes and ancillary equipment to the company offices, dealing with the by now expected inconvenience of a long and slow moving line that snaked up to and beyond the entrance to the building. One last time. One last time.
The next day, Verizon arrived to install my new FIOS service. As I remember, most of the features were improvements on their Verizon counterparts, though there are still a few more elegantly-​implemented features in Comcast’s system that I miss to this day. No matter. After Comcast’s frequent outages and slow, unreliable service, anything was going to be an improvement.
And so it has proven to be. I have had no outages — zero — in two years. I had a persistent problem where one station and one station only would randomly freeze. As rebooting the box would always cure the problem, at least temporarily, I put up with it until it became my personal princess’s pea. Verizon came out and replaced the main box and the problem disappeared. That is the extent of my having dealt with Verizon’s customer service.
Until yesterday.
I recently upgraded to the new Quantum service. My basement hookup is unusual and the installation suffered the maddening side effect that the voice and picture were not in sync. Now it is usual with setups like mine that because the processing of the picture takes milliseconds longer than the processing of the sound, there is a lipsync function that delays the sound. This was not my problem. Mine was quite the reverse — the mouths on screen would start moving with the sound trailing conspicuously behind, reminiscent of old, badly dubbed foreign movies.
As this review is already longer than need be, I’ll cut a few corners here and simply say that my initial call about the problem was handled with greater concern than I would have expected. I was on hold while my agent, who did seem knowledgeable and experienced, consulted an even more knowledgeable and experienced agent who made a suggestion that involved ordering a part that, as you will see, I will never need. Basically, I was told that Verizon was not responsible for problems with my equipment and their suggestion was a bonus nugget worth giving a try. That seemed reasonable, particularly as the new installation worked just fine on my other AV setups. I was going to resort to the very competent service department of the company that sold me my system to take it from that point.
Cut to this morning. Out of the blue, I get a phone call from Verizon saying they’d mulled over my problem. The agent took me through the relatively simple steps that led to a cure.
What blew me away was this: a giant corporation had dealt proactively (I hadn’t expected the call, assuming that Verizon had justifiably washed its hands of the problem) with real concern and expertise to solve an unusual issue that will likely affect few, if any, other customers. This kind of service is so out of line with what we’ve come to expect from this industry, which overall, has the worst record for customer service in the consumer sector of the economy. Verizon deserves a real pat on the back and I’m going to give it to them.

Worst customer experience ever. No one knows what’s going on, and none of the systems are in sync. I have been trying to upgrade a device for over 3 hours now, and I am set up as an account manager. Unfortunately, when you’re set up on the site, it doesn’t count with customer service.
I paid $ 80 in store, and opted to process the upgrade online to use the moto maker feature. When I logged in to do it, the site didn’t support anything that I wanted to do and the staff were totally incompetent and unaware of any changes I made to the account or what I wanted to do. The number of hoops I am going through to simply upgrade a phone, that I paid for in store, are just staggering. Going to switch carriers when this contract is up.

Verizon is unusable. I set up service with them because no one else served my location. My rep told me I could change plans any time before the tech arrived to install my connection. When I called to change before that happened, the next rep quoted me a completely different set of packages (different speed options, etc), often contradicting herself within the same call. When I asked for a manager, she said (after a long wait) one would call me back the following Saturday; that never happened. After over an hour, she took my new order. When the tech arrived, he had no record of it, and what he had listed was something I’d never ordered. He called his service center and I spent another 45 minutes ordering another package.
Then I was mailed a bill I have been unable to pay. Every time I log in, even using the account information I received from Verizon in the mail on the actual bill itself, I get a message saying I already have an account. No info on how to get it; the only account I can access is the one associated with a previous address at which I’d stopped Verizon service.
Tried calling customer service multiple times. After going through multiple labyrinthine menus, I was eventually able to get to a point where the automated system hung up on me without my ever being able to reach a human being. Finally, in frustration, I tried calling again and bypassing the menus by just pressing «0» continuously, which eventually led me to a special version of hell where I am on indefinite hold with no indication that anyone will ever answer. When I signed up, they said I could cancel service within 30 days, but needless to say, there is no way to do that.
Why is this company still in business? And why haven’t they been prosecuted out of existence for fraudulent business practices?

Wish I could give no stars in this case. The service in Washington slows to a crawl or drops out most nights. Would that were some other ISP I could use.
Calling Verizon is one of the most frustrating experience one can imagine. It’s a shame that a company with a $ 2.2 billion quarterly profit finds it acceptable to make people wait on hold for 15 minutes to talk with a customer representative.