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Verizon Online/Fios/DSL Services for Metro Washington DC

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Reviews Verizon Online/Fios/DSL Services for Metro Washington DC

Verizon Online/Fios/DSL Services for Metro Washington DC Reviews (169)

Review: In approximately September of 2013, I contacted Verizon FIOS to see their offers and terms for high speed internet and cable. After selecting a package, I was asked if I wanted to select a 2 year contract for a reduced rate. I told the salesperson that I only intended to be at my home for a year, to which she responded that I could transfer the service to the new address. She then stated, with no ambiguity, that if I were to move somewhere that there is no FIOS services offered, that I would NOT be charged an early termination fee because the service wasn't offered in the new area. So on September 2, 2014, I called to see if my service could be transferred to my new address in North Carolina. I was told that the service was not offered there so we began proceedings to turn off the service, and establish where I would return the hardware equipment. Once that was complete, I was told that I owed over $100 dollars for an early termination fee. I told them the conversation that I had with the salesperson to which they responded that they were sorry, but it's not their policy. I asked for a supervisor and the supervisor gave me the same line and tried to distract me by explaining what a contract is, like I was unable to comprehend the concept of an agreement where they obviously do not. I asked if they had the recording of the conversation I had with the salesperson to which they said no. I explained to them that this is unethical, and wrong. Visiting their website, I notice that I am not the only one that has been duped by this pure act of fraud. They are straight lying to potential customers. This is illegal and action needs to be taken.Desired Settlement: I would like for Verizon to refund my early termination fee, and submit a public apology to those who they have wronged with this misinformation. If that is not completed, I will begin recourse to seek legal counsel for a class action lawsuit on the simple basis of principle. I will seek damages for all those who have been wronged by this policy. It may cost me more than 100 dollars, but I cannot help but think of all the people they are taking advantage of and lying to. What they are doing is unethical and illegal.

Business

Response:

Please be advised we have

researched this matter and sent an email response to [redacted] as he

requested. I have confirmed we do not

offer services at his new home in North Caroline. I was also advised on August 28, 2013 a

service order confirmation email was sent outlining the Terms if Service and

out Early Termination Policy. Based off

this information, no credit can be applied for the fees.

Review: This is to complain about unacceptable customer service this weekend. The sequence of events is as follows:

1) Friday afternoon (April 25), a Verizon crew was at my neighbor ([redacted]) to fix a FIOS connection from an earlier outage. While they were present that afternoon, I lost all FIOS connectivity to my house next door. This included telephone, Internet, and digital TV. I received no notification.

2) Friday afternoon (April 25), I called Verizon to arrange for a technician to fix my connection. The customer service representative, [redacted], had me on hold for approximately 30 minutes while he checked with the dispatcher. He then told me that the earliest available service visit was 0800-1000 Sunday morning. When I asked if he could arrange for a visit on Saturday in case of a vacancy, he replied that he was unable without first cancelling my Sunday appointment due to his automated system. I opted to keep my Sunday appointment.

3) Saturday morning (April 26), I called Verizon to investigate the possibility of getting an earlier technician visit. The customer service representative, [redacted], had me on hold for approximately 30 minutes while she checked with the dispatcher. She then told me that nothing was available before my scheduled time on Sunday. I informed her that it was unacceptable to be kept on hold for so long simply for a negative response and asked to speak with her supervisor. After being on hold for another several minutes, her supervisor came on the line and before I could ascertain his name, I was disconnected. I waited a few minutes but was not called back. Therefore, I recalled Verizon, asked for a supervisor, and was finally connected to [redacted] about an hour after my original call. I expressed my displeasure and asked for confirmation that my bill would be adjusted to ensure that I would be credited for the time that my service was down. She insured me that she would issue the credit on Monday morning. She also stated that a technician would contact me 30 minutes prior to arrival on Sunday.

4) Sunday morning (April 27), I received no notification and no technician came between 0800 and 1000. I called Verizon. The customer service representative, [redacted], said that I had an all-day ticket and my technician would not come until that evening. After I repeatedly asked for specific times, including a definitive “AM” or “PM”, she said I could expect the technician between 6:00 PM and 7:00PM, or 1800-1900. I informed her that I had already rearranged my schedule based on the earlier Sunday morning appointment, asked to speak with a supervisor, and politely but firmly stated that I was prepared to wait. Eventually, [redacted] informed me that a technician was near my neighborhood and would arrive in 30 minutes.

5) The technician, **, arrived shortly thereafter. After investigating and speaking to my neighbor and me, he confirmed that my house’s connection had been severed by the crew that had worked Friday (see paragraph 1). He installed a temporary line to restore connectivity and said that he would submit an order to have the permanent connection completed in 7 to 10 days.

The inadequacies displayed by multiple Verizon employees were numerous. To summarize:

a) The crew severed the connection on Friday afternoon.

b) The crew failed to notify me that they had severed the connection.

c) [redacted] subjected me to at least 30 minutes of hold time and subsequently could not provide a service time until more than 36 hours later. He also repeatedly blamed the dispatcher for the call delay, and then refused to assist in getting me a possible earlier time based on the limitations of his automated system.

d) [redacted] subjected me to at least 30 minutes of hold time and subsequently could not provide an expedited service time. She also repeatedly blamed the dispatcher for the call delay.

e) [redacted] and/or the supervisor disconnected me after yet more time on hold.

f) [redacted] and/or her supervisor did not bother to call me back.

g) [redacted] subjected me to yet more time on hold and also blamed the dispatcher for the call delay.

h) No one from Verizon notified me about the severed connection at any point throughout the ongoing communication.

Ultimately, it took nearly three hours of telephone pleading to get my service restored after 44+ hours of outage for an issue that was of Verizon’s making. I commend [redacted] and ** for taking concrete actions to restore my service. The other persons wasted my valuable time. It is worth noting that all the customer service representatives were seemingly frustrated with the slow response time of the dispatcher and the limitations of the automated scheduling system, and for some reason insisted on sharing that information with me, perhaps mistakenly assuming this excuse was justification. As a paying customer, I am not interested in Verizon’s internal processes. I am interested in timely communication and action.Desired Settlement: I expect that Verizon will acknowledge this complaint and take corrective actions to remedy the situation. At a minimum, I expect positive communication and prior coordination for the quick and safe restoration of my permanent connection. Therefore, I am sending this complaint through mail, online posting, and through the Revdex.com and will repeat as necessary until a positive reply is received.

Business

Response:

Verizon has reviewed **. [redacted]'s concerns. Verizon's Local Manager advised that Verizon was not aware of the cut line until it was reported by the customer on 04/25/14. Verizon records show out of service credit was issued on 05/02/14 in the amount of $24.00 (credit covers the 2 days out of service for phone, internet, and TV). The credit should be reflected on the 05/19/14 bill.Verizon's Buried Service Wire confirmed the temporary lin e was buried once MISS UTILITY marked the lines. The new line was cutover and the temporary line was removed on 05/09/14.The information provided by **. [redacted] has been documented and will be forwarded to the appropriate management team for further internal review.Verizon has spoken with [redacted] and advised of the credit amount and confirmed the temporary line has been removed. We trust this information will help to resolve **. [redacted]'s concerns.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: A few months ago I switched my phone, cable and internet service from [redacted] to Verizon Fios. The technician incorrectely performs the installation of the new equipment. I recalled for the service after, they say nine months of service, that I had suffered the inconvinience, to correct the installation. The company now charges for the service charges that they were suppose to do it right in the first place and tells me that the warranty has expired (which was not disclosed).Desired Settlement: I desire to have the service charges refunded or credited back to my account.

Business

Response:

Verizon made contact with the customer to address the billing dispute. Records indicate, a billing representative explained to the customer that the inside wire work performed by technician was a billable

charge. The customer was Informed this charge would have billed had the inside wire work was performed on initial installation. As a courtesy, the representative offered to credit the customer the

difference in the labor charge $137 and a jack rewire $95; of which, the customer accepted

the $42 credit offer. The customer expressed concern regarding property damage incurred during the installation; of which, the customer was provided the contact information for Verizon's Liability Claims office, via voicemail. The customer may contact ###-###-#### to file a property damage claim. No further actions is warranted by Verizon.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Regards, [redacted]

Review: Verizon refuses to refund my credit balance. My service contract with verizon began in May 2010 and was cancelled in May 2014. All Verizon-owned equipment has been returned to Verizon. Verizon sent a 'bill' in July saying that I had a credit balance of $44.39. When I called to request a refund, I was told that it would take another month or more to get a refund. The explanation given was that this was 'verizon's policy'. Despite repeated efforts to get an explanation about why Verizon would not return my money to me, the representative could offer none.Desired Settlement: - change 'Verizon policy', so that customers' funds are returned to customers as soon as all equipment has been returned and service is cancelled, as there is no justifiable reason to withold funds for three months beyond the end of service

- change 'Verizon policy', so that customers requesting refunds can do so online

- change 'Verizon policy', so that customers who call for a refund are able to get a refund

- refund my money now, as it has been over a month since the equipment was returned and service was stopped.

- letter of apology with changes to the verizon policy listed

Business

Response:

On 7/16/14 Verizon request that the customer’s refund of

$44.39 was submitted and expedited. The customer can expect the refund within

7business days. [redacted] was satisfied.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: Verizon failed to change their business practices regarding customers who move and stop their service with Verizon. In an era of instantaneous electronic transactions, there is no justifiable reason why Verizon policy keeps its customers' money for 60+ days beyond the end of service. While the representative seemed interested in making me feel that she was going above-and-beyond to mail me a check in "7 business days" after a delay of over 30 days, I cannot understand why they would not just refund the money directly to the credit card I used to pay my bill automatically every month for the last 4 years. This is a standard practice for most companies I choose to do business with.

Review: End of March 2014 I had Verizon phone, Internet, and Cable installed. An hour after the installation we realized that the Verizon installer ([redacted] FIOS Technician [redacted] ###-###-####) had put seven holes in the wall of the bathroom that was on the other side of the equipment. We called [redacted] and he came back and put in shorter screws so the screws were no longer sticking out of the wall above the toilet. He took photos of the damage as did I. He said that his manager would be in touch and that they had a repair team.

The condo is brand new and had not even been lived in yet. The week before, all of the walls had been professionally painted.

His manager called and scheduled to come the next week at 1200. We waited and he never showed nor called. Since then we have put in many calls the Verizon and to [redacted] yet no one will respond. They sent an email stating that they were sorry we had a problem but they were glad it was resolved and offered one free movie rental. On several of the phone calls, the person taking the phone call said that the managers had [redacted] on them and would return calls by the end of the day or first thing the next morning. Even giving them three phone numbers and email address to contact us, they have never contacted us.

We responded to the email and told them that the problem had not been fixed but have only gotten an email stating they'll be in contact in two days and it has been longer than two days.Desired Settlement: As we could not get any response from Verizon to fix the wall that they damaged, we had to have the wall fixed. We have put in a complaint with the billing department stating that we didn't want to pay the bill until Verizon settles this issue. The bill is on a 90 day hold.

We want Verizon to credit us for at least two months of service. Also, they have not given us the new customer incentive for $250 that they promised when we signed up. We want our $250.00 as well.

Unfortunately, Verizon is the only Phone, Cable, Internet service provider in that area so we don't even have the option to switch to a different provider.

Business

Response:

According to record, the local manager visited the customer and found that their contractor had completed the repairs to fixed the damage in the restroom; at no charge to the customer. The customer advised that they had no receipt because the builder provided repairs free of charge when the came out to do other repairs in this new home development. The customer requested a "inconvenience credit"; of which, Verizon does not offer. The local manager apologized for the inconvenience. No further actions is warranted by Verizon.

Review: On December 9th, 2013 I called Verizon Fios to disconnect my cable and internet service. I was living in [redacted], VA. The lady I spoke with on the phone told me to take my cable box and router to the [redacted] store and they would ship it back to Verizon for me. I took it to the [redacted] store at [redacted], VA. I wasn't told I needed to do anything else after this, so I assumed all was well.

On Saturday January 25th I get a bill from Verizon dated January 16th for $562.12. I first called the [redacted] Store in [redacted] and confirmed that the equipment was returned to Verizon at [redacted] in [redacted], PA on 10 December. The tracking number was [redacted] and it was signed for by someone named [redacted] in the office. I call Verizon on Monday January 27th at 9:10 am with the information. I first talk to [redacted] in the financial services department. He says he can see that the equipment was returned to the warehouse, but in his department they only can process payment. So he says he is going to place the account into dispute so it doesn't go to collections and he transfers me to customer service for resolution. In customer service I speak to someone named [redacted]. He says he has to submit a claim to another department to get the charge removed, but as he could see that the equipment had a "shelf status" in their warehouse on December 16th (meaning it was ready to be sent back out) this dispute should be resolved within 30 days. We got disconnected, and I called back and asked to speak with the same person. I got connected to [redacted] who said that it wasn't possible to connect me to that person again, but she said there wasn't anything else I needed to do for the dispute to be processed.

February 22nd I get another bill for $562.12. I called February 24th at 8:11am and spoke with [redacted] in financial services who said I still owed the money, and she connected me to [redacted] in customer service. After speaking with [redacted] for several minutes I asked to talk to her supervisor. [redacted], a floor supervisor, came on the line. His ID # is [redacted]. He said that a ticket needed to be submitted to scan all of the warehouses for the equipment, that it wasn't submitted in January, and that was the next thing that needed to happen. He assured me that [redacted] would follow-up with me when the san was completed to let me know the results, and that would be within a few business days. I asked to get this in writing, and I did get an email. However, the email had no contact information and I never received a follow-up email or call. [redacted] did assure me that my account was in a dispute stats and wasn't going to collections.

As I never heard back from [redacted] or [redacted] I called back on March 3rd. I spoke with [redacted] in the billing department who said that the equipment was verified on the scan, and this other department would be finishing my claim within a few days, but that it was going to be resolved.

On March 13th I called back at 9:13 am and spoke with [redacted] in the billing department. She said that the March 16th statement would show a zero balance and I could expect a refund of $20.88 within 45 days after the statement was processed. So I expected everything was resolved.

As March went by and I never saw anything after the March 16th billing statement was processed I called back today (March 31st) at 3:34pm. I spoke with Talia in financial services. She said that she needed the tracking information, that the system wouldn't update and remove the charge without the tracking number. I had given it to Verizon in January and February, but I gave it to her again. She was on the phone with someone working to get me more information while I was on hold and we got disconnected. I called back at 3:51 and spoke with [redacted] in financial services. He said he couldn't do anything and transferred me to customer service. I spoke with [redacted] in customer service and explained the situation and asked to speak to a supervisor. I was on hold for 34 minutes before getting connected to [redacted] in the Florida office. He verified the box was assigned to another account and said a ticket had to be submitted to pull the equipment off of my account, and for some reason this was never done. He tried to tell me that the reason I was in this situation was that I waited till February to return the equipment. I told him I didn't, he had it in December. He took the tracking number again and verified that they did indeed have the equipment in December and I should have never been billed.

I don't know what else to do. Every time I talk to them it is a different story and it never gets resolved.Desired Settlement: First of all, I want something in writing from them stating that the equipment has been returned, my account has a zero balance, they never submitted me to collections, and there is nothing on my credit report reflecting their billing mistake.

Second, I want the $20.88 that they owe me from the over-payment on my account.

Third, I want them to let me out of my cell phone contract so I never have to do business with Verizon again.

Business

Response:

Please be advised on 4/1/14 Verizon issued a ROC ticket to have the account adjusted. Total amount adjusted $550.00. The account currently has a credit balance of $20.88 which will be refunded to the consumer. This account was not referred to a collection agency, nor was it credit reported. In regards to the consumers request to be let out of the wireless contract, the consumer must contact Verizon Wireless at [redacted].Verizon apologizes for any inconvenience caused surrounding this matter.

Review: I have been a Verizon customer for a while the only changes I made to my account was move. Verizon took it upon themselves to disconnect my dsl without my permission. I've been calling back and forth to Verizon since the start of this problem on January 15 2014 Noone at Verizon can seem to figure out what the problem is. When I asked to speak with someone who can fix the problem there is no one, even the so called supervisor can't fix it. I paid for the service so I should have. I stated to Verizon that I know for a fact that I'm in the 2% of people who pay their bills on time. I should not be going through this.Desired Settlement: I would like for my services to be restored I also believe that I should not have to pay any for that is associated with gets my service back. Furthermore I also believe that Verizon she give me one month of free service.

Business

Response:

Good afternoon,

Order is set for 1/29 to reinstate DSL to customers account. Customer is aware and in contact with our business office rep, who will be following up with him once the order flows thru. Customer also has my contact information so he can contact me should any issues arise.

Thank you,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: it is now January 29, 2014 I just spoken with a Verizon representative who indicated that they are still unable to activate my service, which should not have been terminated.

Regards,

Review: I signed a two year contract with Verizon FIOS for High-Speed Internet, Phone services, and Cable T.V. I am moving to a location which does not offer High-Speed Internet, and Cable T.V. Verizon is asking for an early termination fee of 190.00 unless I transfer my phone services to them at my new location. The entire contract was not fulfilled on their behalf due to unavailable services of both High-Speed Internet and Cable. This early termination fee would only be applicable to the Land-line phone services offered which is only 1/3 of the contract. If any change was initiated on my behalf, whether it be phone, internet speed or cable channels a new two year contract would be required, without any termination fee of 190.00. Point being; the contractual agreement on my behalf is expected to be honored at 100% and they are expected to only honor 1/3rd of it.

Product_Or_Service: Internet, Phone, Cable T.V.

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like to see a refund of 190.00 for the early termination fee.

Business

Response:

Verizon's Customer Service Escalation team representative contacted **. [redacted] on 08/14/13. **. [redacted] was advised by not getting phone service, the Early Termination Fee will apply. **. [redacted] was advised that the contract is 24 months and by moving from his location causing the disconnection of services it is terminating the contract. Verizon offers the option of waiving the Early Termination Fee by allowing customer to continue service where FiOS is not available with regular phone service, otherwise the Early Termination Fee would apply. **. [redacted] understood but was not happy with information.

We trust this information will help to resolve **. [redacted]'s concerns.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: The customer did not initiate an early termination. The services detailed within the original contract are not offered; internet and cable and phone. The only service offered in this location is phone, 1/3 of the contract. This is a change in the contract, when changing any details of the contract with Verizon a new 2 year contract must be written up. I do not agree or consent to the new contract.

Regards,

Business

Response:

Verizon's initial response/position remains unchanged at this time.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: The services agreed upon are still not offered in full.

Regards,

Review: We have very unstable Verizon DSL service. We recently found out the reason for this unacceptable service is due to the fact that we are located beyond the local DSL network. Consequently, we have been paying for a service that Verizon cannot adequately deliver. In addition, when we tried to switch to FIOS Internet at a discount price, it was bait and switch. Not only could we get the discount price but had to switch our copper landline telephone to a FIOS based telephone. We do not want FIOS telephone, only FIOS Internet.Desired Settlement: Refund for our years of fraudulent DSL Internet service and the ability to get FIOS Internet without including our telephone.

Business

Response:

I spoke with [redacted] on August 1, 2014 who expressed her dissatisfaction. She does not want to make any changes to her services. She was told she has to have telephone service if she wants internet. I apologized for the inconvenience. The customer has FiOS Double Play-telephone and internet. The monthly rate for Double Play is lesser than FiOS Data only. FiOS services are available in select areas. Her account was credited for the activation fee, 17 days out of service credits for High Speed Internet and the monthly rate from February through June which will appear on the next bill statement. A message was left on the customer's answering machine on August 4 as a follow up with our contact information.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Verizon Fios admitted that it incorrectly turned off our Video Services on July 20, 2014. We spent 3 hours on the phone with them on July 20 to turn the service back on, but Verizon was not able to fix the service. We spent additional time on the phone July 21-23 with Verizon, and a tech person visited our house, but it still has not been able to correct the problem that it created. We have not had video services since July 20.Desired Settlement: We would like the service to be repaired and a refund for the significant troubles caused by Verizon.

Business

Response:

Verizon's Fiber Solutions Center Escalation team representative spoke with [redacted] on 07/31/14 and a call back was requested for 08/05/14. Verizon contacted the customer again on 08/05/14 and set up a dispatch for 08/07/14. Verizon dispatched a technician on 08/07/14 and addressed the service issue. Verizon verified with Ann on 08/07/14 that the set-top boxes in the guest house are now working properly.We trust this information will help to resove [redacted]'s concerns.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because Verizon fails to recognize that the problem that Verizon caused began on July 20, 2014. We were without TV service from that date onward.

Regards,

Business

Response:

Verizon has further reviewed [redacted]'s concerns. Verizon records show an order was due to be worked on 07/20/14. The order was canceled during an attempt to reschedule the dispatch, however the order flowed through the system resulting in interrupted video service. An order was issued and the services installed on 07/24/14. Verizon has issued 5 days out of service credit for the video service in the amount of $29.94.Verizon has provided this information to [redacted]We trust this information will help to resolve **. and [redacted]'s concerns.

Review: I have Verizon Fios internet. Since I upgraded to quantum last year, my internet service has slowed to snail speed. I have called multiple times. I have been on the phone or internet chat for hours at a time. I am so frustrated. I am paying for a service that I am not receivng. They say I am getting the service but I can go anywhere and down load things that I can't in my own home. I cant even work from home. I had a 100 times faster downoad speed before I changed. I don't have hours to spend talking to a rep for a service that I am not getting. If they say I am getting the speed I am paying for then why cant I down-load anything. I have multiple devices used one at a time and have the same problem on all of them I even bought a new computer hoping that would help-IT DID NOT!!!!!. I had FIOS for years no problem sung thier priases. I upgraded am paying more for horrible speed not getting anywhere with the company.Desired Settlement: I want the promised service that I am paying for and a refund of the extra Iam paying for serivce I am not receiveing.

Business

Response:

[redacted],

Review: I contacted Verizon to have negative information removed from my credit report. A charge that was paid and then confirmed with a company rep was then reported to be not paid. I eventually paid it again to try to resolve the matter. When I requested that the item be removed from the credit report I was told that because it was paid it would not be removedDesired Settlement: This was a charge that someone with Verizon told me had been paid, then its not paid. When I complained about this I was told by a rep that if the account was paid in full the item would be removed, so I paid it again. Now they are saying that because it was paid they can't remove it, if I had not paid it would they remove it then. It sounds like it. I am being penalized for doing the right thing, how can that be. Then when I make repeated calls to Verizon [redacted] @ [redacted] fails to call me back. The final straw was on 4/12/13 at approx1250hrs I called Verizon again @ [redacted] and listened to someone breath and chew on something for approx 3 minutes failing to acknowledge my call. All I want is to have this negative entry removed from my credit report

Business

Response:

[redacted] filed a concern with the Revdex.com previously under case number [redacted].

[redacted] was previously advised the balance on the account was not associated with unreturned equipment, but for services used prior to the disconnection date.

Verizon's Consumer Financial Services Escalation team representative has made several attempts to reach [redacted] via telephone to provide further explanation regarding the credit reporting of the account and the status. Verizon reviewed account ending in 2778 and determined it was correctly credit reported and the status of the entry has been updated to a paid status. When a final bill is sent, the balance is due upon receipt. The last final bill was sent on 08/01/11. Verizon received a payment of $300.00 posted to the account on 09/08/11, a payment of $110.98 posted to the account on 10/26/11, and the final payment of $100.00 posted to the account on 07/07/12. The account was not paid in full until approximately 11 months after the last final bill. Once the bill was paid in full on 07/07/12, the status was updated to a paid status. Based on this information, the entry on the credit report is correct and will not be deleted.

Verizon has responded to [redacted] via letter with this information and the number to the Consumer Financial Services Escalation office should he require further assistance.

We trust this information will help to resolve [redacted]'s concerns.

Review: Verizon failed for almost 2 months to fix an issue with my internet speeds. I have the bundle with 50/50 mbs a second speeds. I noticed back in the end of August that my internet speeds were dropping from the promised 50/50 during the day to as low as 3/15 at night (averages around 7/15mbs). I was also getting lots of connection issues and loss of connection completely. Over the next nearly 2 months I have called Verizon many times. I have spent conservatively 30 hours in chats and on the phone with Verizon at times until late into the night. Verizon's customer service is set up in such a way that you have no ability to contact anyone back if they do not contact you back as they say they will. Countless times I spent nearly two hours on the phone to reach a tech support manager only to be told they would look into it and call me back. Every time I called in I had to start the entire process over no matter how many times I was told by support agents that they were noting all the issues and conversations so that future support agents would know the issues. Eventually I was able to contact tier II tech support and was told there was no issue on their end, but they would send a tech out to check my house wiring. The tech was supposed to come out during the day even though I was having no issues during the day. When the tech called and asked what the situation was he explained to me that he was a Verizon tech living in the same area and having the same issues. He stated that Verizon was aware of the issues, but was not doing anything to fix them. He told me I needed to get back into touch with Tier II and explain it to them again. At this point I had around 25 hours of time wasted trying to get Verizon to fix this issue. A manger sent another tech out scheduled for 7pm that Saturday. At 9:30 in the morning I received a call from a tech stating he would be there shortly. I explained I wasn't home and he was supposed to be there after 7 pm. He asked what the problem was and after explaining it to him he told me Verizon was aware of it and it was an issue in their Chancellorsville hub. Later that day I received a call from another tech stating he would be there shortly. I told him I would not be home until just before 7 pm. He asked what the problem was and I told him. Again I was told Verizon was aware of the issue. Eventually I was able to get in touch with a customer support manager in [redacted] (Derek extension [redacted]) and he was initially working to resolve the issue. Derek was great at first and called back when he said he would. He told me that he didn't want to discuss the financial reimbursement until he was able to track down the issues and have them fixed. He sent another tech out to the house to replace some parts that the tech said wouldn't cause the problems I was seeing if I was getting full speed during the day. Derek called multiple times to see if the issue was resolved but my answer was always no. The last time I talked to Derek he explained that he thought they had fixed the issue and he would check in with me after the weekend. Derek never called back. I waited a week and started trying to get in touch with him using the extension he gave me and trying to find the [redacted] number he told me was on the website. I was not given the last four digits of the phone number to reach Derek. A couple of days ago (nearly two months into this) the internet speeds seemed to have returned to where they should be (50/50) the majority of the time. I continued to try and reach Derek through any means possible so that I would not have to start the whole story over again. I made many phone calls to try and reach him. No one would connect me or help me. Each manager told me they would put a note in for him to call me. I told them I wanted to to call back and check in to make sure he had called since I couldn't get back in touch with anyone. The first manager called and asked if Derek had called. He had not. He said he put in another note and would call back on Monday the 6th but did not. Finally yesterday (10/8/2014) I demanded to talk to someone that would help me since they couldn't get me in touch with Derek. I had to argue with the support agent for quite some time, but eventually Vince (home office NJ, but currently in the Dominican Republic office) was the manager that came on the line. I explained to him that I had countless hours with Derek and that I needed to get in touch with him. He explained he saw Derek's info in the system, but would not give it to me due to company policy. I already had his extension I just needed the last four of the main telephone. He would not give me the contact info or transfer me to Derek. Vince credited me $40 for each month of internet service issues ($80 total), but would not even discuss reimbursing me for my time. He told me Verizon was not in the business to reimburse people for their time spent chasing down issues. I explained that I wasn't in the "business" of wasting my time but he didn't change his stance.

At this point I have over 30 hours spent trying to get Verizon to fix an issue that should have been handled with one phone call. It is beyond me how a company like Verizon can continue o tell you during all of this that "we value you as a customer". NO you don't or you wouldn't put your customers through this nightmare so they can receive the service they are paying you to provide. Verizon puts the burden of proof on their customers to prove they have issues and then puts them into a customer service system that bounces them from one anonymous person who doesn't care to another. Verizon needs to take responsibility to provide the service its customers are paying for and treat them like customers. In my job if I treated paying customers like Verizon does then I would be out of business, but I guess when you are as big as they are individual customers don't matter. Verizon should be ashamed of the way they treat customers and take a little responsibility.Desired Settlement: I feel that Verizon needs to compensate me for my time. I have had to take time away from my work and personal life to basically harass Verizon into fixing issues with a service I pay them for. I would like to have a call from a high level customer service corporate person and receive some sort of compensation for my time. Event at $10 an hour my time would be worth over $300 at this time. I am less concerned in how Verizon provides this to me and more concerned that they show some sort of acknowledgment.

Business

Response:

Please be advised Verizon has resolved the troubles the

consumer was experiencing with services. Verizon has explained it’s adjustment

policy, Verizon does not compensate its consumer for time spent, loss wages,

cellular usage, etc. Verizon has applied a 2 month adjustment for Data services.

Verizon has also added [redacted] free for 12 consecutive months.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I am subscribing to Verizon's triple services that includes high speed broadband FIOS TV. Until two days ago, I was able to receive [redacted] movies via streaming. Since then, I can obtain access to other channels using the same equipment, but not to [redacted]. Repeated calls to Verizon help line provided no resolution. I understand that the technical community believes that FIOS deliberately interferes with streaming by [redacted] to get additional fiunds from them. I believe that many MD customers of FIOS and [redacted] are in the same situation. Please try exert pressure on Verizon to stop penalizing their high-paying customers like myself.Desired Settlement: Actually, my desired outcome is getting them deliver the service I am paying for. I f they can't or won't do that, I want a 10% reduction in my charges.

Business

Response:

Hi [redacted],Thank you for referring the complaint of [redacted] to our office for review.

We appreciate this matter being brought to our attention. [redacted]

expressed concern because recently she has been unable to receive [redacted] movies

via streaming.

Rest assured, Verizon has been and remains committed to open

Internet which provides consumers with competitive choices and unblocked access

to lawful websites and content when, where, and how they want. Information

concerning Verizon's commitment to our broadband Internet access can be found

at: http://responsibility.verizon.com/broadband-commitment.

Verizon treats the Internet traffic travelling over our broadband networks

equally, and we do nothing to slow down or degrade traffic coming from any

internet provider - including [redacted] - over our broadband networks. As noted

above, our policy remains to provide every Verizon Fios customer with full

access to the legal contents, applications, and services of their choice,

regardless of the source. [redacted] may be experiencing some technical issues

accessing [redacted] over her Fios Internet at this time. Many factors other than

Verizon's network management practices can affect the speed a customer

experiences for a specific site, including, the site's servers, the way the

traffic is routed over the Internet, and other considerations. If [redacted] is

still experiencing difficulty with her internet service, she should contact Fios

customer service at ###-###-####, and we will be happy to work with her to

troubleshoot the issue.Thank

you,

Melanie

** C[redacted]

Verizon

Sr.

Analyst-Customer Svc

Potomac Customer

Advocacy

###-###-####

NOTICE:

This message may contain privileged and/or confidential information intended

only for the recipients. If you are not the intended recipient or the person

responsible for delivery of this message to the intended recipient, please

delete this message and do not distribute, copy, or retain this message. If you

received this message in error, please notify the sender

immediately.

Review: Verizon is throttleing, slowing down, the internet connection to certain websitesWhen I go to check the speed on their site, http://my.verizon.com/services/speedtest/, the speed test is within the range of the service I have a subscrption for - 35/Mbps up and down
I work from home as a full time real estate agentWhen I go to my work site, [redacted] and [redacted], the connection is extremely slow and times out frequentlyVerizon is selectively putting a higher priority on providers who pay them for the bandwidth while putting other websites at a lower priorityThey are lying about not slowing down other websites as this is a recent development
If Verizon is going to do this, they should let the users know in their service agreements so that we can make an informed decision about the level of service to expectOtherwise, Verizon needs to stop selectively throttling websites and other streaming services
Thank you,
[redacted]Desired Settlement: Stop throttling certain websites and streaming services
Business
Response:
I am responding to the complaint from [redacted] regarding difficulty he reported to you with his Verizon FiOS Internet service[redacted] expresses concern that Verizon may be intentionally degrading the performance of websites over his FiOS Internet service
Rest assured, Verizon has been and remains committed to the open Internet which provides consumers with competitive choices and unblocked access to lawful websites and content when, where, and how they wantInformation concerning Verizon’s commitment to our broadband Internet access customers can be found at: http://responsibility.verizon.com/broadband-commitment
Verizon treats the Internet traffic travelling over our broadband networks equally, and we do nothing to slow down or degrade traffic coming from any Internet provider over our broadband networksAs noted above, our policy remains to provide every Verizon FiOS customer with full access to the legal content, applications, and services of their choice, regardless of source
[redacted] may be experiencing some technical issues accessing some websites over his FiOS Internet service at this timeMany factors other than Verizon’s network management practices can affect the speed a customer experiences for a specific site, including, that site’s servers, the way the traffic is routed over the Internet, and other considerationsIf [redacted] is still experiencing difficulty with his Internet service, he should contact FiOS customer service at [XXX-XXX-XXXX], and we will be happy to work with him to troubleshoot the issue
We appreciate your bringing this matter to our attention, and we look forward to providing [redacted] with world-class broadband services over his FiOS Internet connection
Sincerely yours,
Customer Advocacy
Consumer
Response:
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Review: [redacted]
I am rejecting this response because:
The fact of the matter is that Verizon is throttling internet trafficThis needs to be addressed now and stopped
Regards,
Business
Response:
Good Afternoon,
The resolution for this complaint has not changed
I am responding to the complaint from [redacted] regarding difficulty
he reported to you with his Verizon FiOS Internet service[redacted] expresses concern that Verizon may
be intentionally degrading the performance of websites over his FiOS Internet
service

Review: During the process of subscribing to Verizon Fios services, the associate on the phone made some mistake on her end where the bill I was receiving every month was $30.99 higher than the amount I had agreed to pay for the services, this dates back to April 2012. For a few months, the error was corrected by someone at Verizon who manually entered a credit of $30.99 into the system to fix the billing issue.

For the past 7 months, however, I have had to call Verizon myself EVERY SINGLE MONTH and explain my problem to an endless amount of people so that after waiting on the phone for literally hours, the customer service rep would review my account and proceed to credit it for the $30.99 to bring the account current. Every month I have heard apolgies from the people I have spoken to assuring me that this problem will be taken care of the following month, but it has never corrected.

My account number: [redacted]Desired Settlement: I do not feel is my responsibility to call Verizon every month to alert them of this billing error which was supposed to be fixed. Verizon needs to fix this issue right away so going forward I will not have to call every month, Verizon needs to credit my account for the past due amounts and I believe I should be entitled to compensation for their lack of professionalism and poor customer service. I believe that, as a customer, I have gone above and beyond by calling them every month to remind them to fix my account when it is not my responsibility or error in the first place.

Business

Response:

Please be advised, Verizon has spoken with the consumer and

reviewed the account. As of 6/18 Verizon has added a $30 discount to be

received on the account for 12 months. The consumer understands that he can

rebundle services once the contract has expired. Verizon has also issued a

credit of $42.33 for the past due balance reflected on the account. No additional

credit is warranted.

Verizon apologizes for any inconveniences caused surrounding

this billing matter.

Review: I had FIOS internet and cable for several years. I called in April 2014 to cancel the service, to be cancelled in May, when I moved. I mailed all equipment back to Verizon - receiving the [redacted] tracking number [redacted]. Verizon continues to ask that I pay $571 for unreturned equipment. I've spent hours on the phone with them, both on hold and talking to wholly unhelpful people. The folks on the phone just transfer me around to others, often hanging up or promising a supervisor call-back that never occurs, and no one can provide a solution to a fairly simple problem. Today's latest update is that my ROC ticket (which I believe is some sort of Help Desk ticket the customer service person submits to find the equipment) doesn't have a status.

I would simply like for Verizon to honor my proof of returned equipment and credit my account accordingly.Desired Settlement: First and foremost, I'd like my account credited for the returned equipment and my account to reflect $0 owed.

In a perfect world I'd hope for an apology. I'd also love for others experiencing the same subversive, back-handed theft to be granted solutions as well. If granted an audience with [redacted], CEO of Verizon, I'd humbly request he employ an outside firm to overhaul his customer service.

Business

Response:

Upon receiving this complaint we submitted a trouble (ROC)

ticket ([redacted]) in order to resolve this concern. On July 18, 2014, the ROC

ticket completed and a credit for $583.00 was applied to [redacted]'s account

on July 17, 2014. The customer's account

now shows a credit balance of $12.00.

Review: Verizon added service to our home on June 6, 2014. This required burying new cable around the house. However for over 2 weeks now they have left a wire hanging from a community utility pole laying in our yard. The line from the pole crosses a public sidewalk where children walk to school. Then goes through our yard, where my children play. Verizon said it would be completed last week and then stated it would be complete by June 20th. Yet it still sits there causing risk for injury and despite their pledge. This is a public safety hazard.Desired Settlement: The need to immediately send over a technician and remove the wire.

Business

Response:

Thank you for referring the complaint of [redacted] to our office.Verizon has completed the work of burying the wire in question. On 6/24/14 I confirmed with **. [redacted] that the work is complete and he is satisfied.Thank you for bringing this matter to our attention.Sincerely,[redacted]Pa. -Del. Customer Advocacy Team[redacted]

Review: I was trying to make a change to my service.(Sunday April 27th) I called Verizon via phone and they said that no one worked on Sunday. I then tried via the internet and I made a mistake, I

immediately call verizon and the automated phone system said that I changed my service do I accept or cancel. I selected cancel!!!

I then called today (Thursday May 1st) just to check that my change did not go through. They said that it did, I then talked to a supervisor Marshay and she said that she could not

go back to my old price. It's funny how they can give you any price when they need you to renew your contact, but if you make an honest mistake. They said tuff!!Desired Settlement: I want to go back to my original renewal price of $89.99 per month for the bundle. Or get out of my contact with no early termination fee. I have really had it with Verizon!!!!!

If you have any questions, please call me. Thank you!

Business

Response:

Subsequent to receipt of the complaint and speaking

to **. [redacted], I apologized to her and forwarded her concerns to a Verizon billing

consultant for review and investigation.

The consultant spoke to **. [redacted] and offered her Triple Play with FiOS

Digital Voice, Extreme High Definition (HD) and 50/25 mbps (data) for $99.99 plus equipment, taxes and

fees for an estimated monthly charge of $145.27 with the initial bill at

approximately $132. **. [redacted] wanted to

renew for 24 months beginning now (May 5, 2014) and was made aware that there

is a pro-rated $230 Early Termination Fee should she cancel prior to the

expiration of the 24-month agreement.

**. [redacted] was satisfied.

Review: I experienced some technical problems with my Verizion Fios TV service starting on 03-04-2014. I called customer support on the same day but they never answered after 30 minutes on hold. I called back at 745am the next day, 03-05-2014 and was put thru a barrage of trouble shooting options, after over a hour of attempts, they felt a technician was needed. They advised me that a technician COULD cost 91.00 for the first hour and 46.00 every half hour after that. I did not fee comfortable with that scenario, so, I asked to cancel, they advised me that there was a VERBAL commitment on 11-11-2013 for a new 2 yr contract and that I would have to pay penalties to cancel. When I asked how that was possible, they said they would have to look into it but wouldnt be able to get back until next Tuesday. I asked to speak to a supervisor, the person on the line stated they would have to call me back. I never heard from that person.Desired Settlement: I want to cancel my service and return all of the companys equipment but with no penalty.

Business

Response:

This is in response to the complaint by the customer

concerning the waiving of the early termination fee (ETF) should he cancel his

services as he was not informed that his contract was renewed for an additional

two years when he upgraded the television programming.

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