Verizon Online/Fios/DSL Services for Metro Washington DC

Review: Was not informed about additional box/wires attached to house. Additionally a new hole was drilled into house and cheaply covered up with a clay/putty.Desired Settlement: I want the (unmatching) green putty removed and a professional job done, or the equivalent value worth so I can hire someone to do such.

Business

Response:

On 7/8/14 Verizon Local Manager spoke with **. [redacted], he was not happy with the holes that were drilled and would like them patched. He does not want a technician to do it, and prefers for a professional carpenter, he mentioned that if we liked, he could provide his own contractors. The Local Manager spoke with ** from [redacted], who would contact the customer 7/8/14. I called and spoke with **. [redacted] on 7/10/14, who advised someone was there yesterday to try to rectify the issue. I asked if he was satisfied and he stated he has been busy working and has not checked it. I provided **. [redacted] my direct number to call should he not be satisfied or have any further problems.[redacted]Senior AnalystVerizon Customer Advocacy[redacted]

Review: Contacted Verizon support multiple times to schedule repair and have tech onsite. First Repair was scheduled for 12/20, but was contacted on 12/19 and told I was given wrong info by customer support. Was able to reschedule for 12/20. Verizon "Service window" was not for specific times, but instead repair schedule for 12/20 by 9PM. I had to take entire day off work to wait for tech. I receive text at 1203PM stating that tech has been assigned. By 1:13PM I call support again to find out status of repair. Was informed that ticket was closed and Tech claimed no one was home. IF tech was indeed on-site, no attempt was made to contact me. No knock on door, No doorbell used, no phone call. Tech lied about being on-site, Security camera shows NO tech approached my door. Support informed me they contacted dispatch and a Tech would call me within 30 minutes. After 30 minutes and no call from Tech, I called back customer service, and was told they were able to contact dispatch and a tech was guaranteed to be on-site today for resolution, but would only come after completing the job already at. By 5pm with no call and no Tech I again called customer support and was informed they contacted dispatch and no one would be available to resolve my issue or come on-site. 1 entire day of lost pay to wait for an incompetent or lying tech and lost multiple hours of support my own clients due to internet connection issues.

Fios product to my premises started at wiring closet as I live in MDU. Connection is brought into home by VDSL. VDSL modem loses connection every 30 minutes dropping all internet. All devices on network unable to connect to internet.Desired Settlement: Id like my connection issue resolved, and a pro-rated credit for 2 weeks of service to my account. When connection drops VPN to client sites is dropped. Due to hard disconnect and non graceful disconnect VPN locks connection from this IP for 30 minutes, preventing any type of remote work over internet from being accomplished. Once able to reconnect VPN within a few minutes the 30-45 minute window has elapsed and the VDSL drops connection again.

Also request a supervisor look into blatant lie by technician that no one was available onsite, assuming tech was even onsite.

Business

Response:

Verizon dispatched a technician on December 26, 2013 who completed the necessary repairs to restore service. [redacted] confirmed the service issue is resolved.

Review: I am moving out of the state and attempted to transfer my service. Verizon advised me that they do not offer service in my new area. They advised me that they will be terminating my service and charging me an early termination fee.

But for the fact that they are not offering service in my area, I would not be terminating my service.Desired Settlement: I want Verizon to waive the early termination fee. I want them to take my six years of service and excellent account history into account when making their decision.

Business

Response:

Good afternoon,The customer agreed to a 2 year contract in August of 2013. The early termination fee is sustained and will not be waived. The customer received $25 off a month for agreeing to a contract.

Review: I initiated service in August with Verizon and was satisfied with the service provided, however as I checked my second bill I noticed that in addition to some pro rated charges which I had incurred due to some changes I made I am being charged $23.99 per month for 3 months for an activation fee that I was not ever made aware that I would incur. I called Verizon Fios and spoke to [redacted] ID#[redacted] who was absolutely useless, very dry unsympathetic tone. I told her I was not informed of this by the rep who signed me up and she advised me it was in the confirmation email! so you wait until I agree to the contract terms but sneak in on an email that I have to pay and internet activation fee! that is ridiculous all charges should have been disclosed at the time of activation. I told her "if you don't believe I was not told about the fee, listen to the recorded call" her response was that not all calls are recorded and the rep I spoke to was not in her call center and had no idea how to get me in contact with someone at the call center who I spoke to. You really expect me to believe you have no way of looking up an employee Id which should clearly be displayed on the notes?? ridiculous!Desired Settlement: I'd prefer the $69.99 fee be waived but if not I would like the contract to be voided and I'll switch over to [redacted].

Business

Response:

Verizon's Customer Service Escalation Team representative reviewed **. [redacted]' account. Verizon records indicate the activation should be free. Credit has been issued in the amount of $46.66 to cover the two activation fees that have billed and the third installment of the activation fee has been canceled. This information has been shared with **. [redacted].

We trust this information will help to resolve **. [redacted]' 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. The representative [redacted] was great!

Regards,

Review: I was a Verizon FIOS customer for 2+ years. Last year, in December, I cancelled their service. 2+ years ago when I signed up for the service I paid a $250 security deposit instead of allowing them to run a credit check on my credit. The $250 security deposit was not refunded yetDesired Settlement: The desired outcome is to get the $250 security deposit back

Business

Response:

Good morning, Our records show that the security deposit was refunded to the customer on 1/15/2012. I provided the customer with the reference number from our system and any issues would have to be addressed with his financial institution directly.

Review: My wife and I have been Verizon customers for several years. Our home phone recently just stopped working, so I called Verizon customer service and was told a technician would be sent out. I categorically stated I would rather cancel my service and pay the penalty than pay for the repairs. I was assured that if the problem was outside the home we would not be billed, but if it was in my home, then depending on the problem, we may be billed, but either way, it would be explained to me before anything was done.

When the technician came he said there was a short in the system, but he could not find the source of the short. He stated that it would be easier just to switch the "access point" (located outside the house) to the "alternate access point" (also outside the house). He specifically told me that I did not have to pay since he could not locate the source of the short, and he did nothing inside my home. He did not give me any service contract to sign either.

I was trying to pay my bill when I realized there was a charge for $91. I called Verizon to find out why, but all [redacted] (ID #[redacted]) told me was "I apologize, but all I can go by are the notes that say you owe that bill." I requested that a supervisor should call me, and when she called she basically repeated what [redacted] had said, but went further to say we should just pay 50%. I told her I would not pay a dime, since I had been told that I did not have to pay.

Our issue is not that we cannot afford to pay this charge; our problem is that Verizon has a habit of cheating customers, as evidenced by this case, where we had told them we would rather cancel our service than pay anything, and more importantly, we were categorically told by the technician we did not have to pay.

We will appreciate it if this matter could be investigated ASAP. And if possible, please investigate the technician who wrote up that trumped up bill, because if he has done this to one customer, who knows how many more he has, or continues to do the same to.

Thanks.

[redacted]Desired Settlement: Bill for $91 cancelled.

Business

Response:

I spoke to [redacted] at some length today, July

16, 2014 regarding his concern. I subsequently contacted the technician who

performed that actual work on May 18, 2018.

He advised me he generally does not get into billing issues with

customers; however, he does not recall telling the customer that no charges

would be billed. The technician advised,

however, that he drove by the address today and recalled finding that the

customer had an inside wiring problem and he transferred the wiring to a second

pair which resolved the issue. The

technician stated that problems with inside wiring are the customer’s

responsibility and, therefore, charges are billable.

Review: On 9/15/13 I spoke with [redacted] who was a Verizon representative, I ordered Wireless Internet and Landline phone services to be bundled with Directv. The installation was scheduled for 9/20/15. On 9/20/13 I had to call Verizon to see if the technician would in fact be out to complete the installation because I had never gotten any call from Verizon confirming the appointment or a call from the tech about what time he might show up. They got in touch with the local office and the technician and said he would be out that day. The tech showed up during the window of time I had told them earlier that I wouldn't be there for 2:30-3:30 pm. The tech said he could start the process and do everything outside the home if that was ok with me. I told him that was fine. When I arrived home at 3:20 he was not there. He did arrive about 40 minutes later and apparently had never been there or started any work. So he began to install my landline telephone in a place the was convenient for him, but in a place I preferred he not put it because I already had numerous cords (TV, DVD, WII) in the same area. He told me to just buy a power strip. When it came time to set up the wireless internet, the told me Verizon was supposed to send me a modem, but since they never had he would get one out of his truck. Once the modem was in place he began to try and set up the wireless on my laptop. Each time he was unsuccessful at this he would go out to his truck and get another modem. Three different modems were eventually used. He kept calling different people on his cell phone and kept telling me things like, my ICOG number was wrong, my order number was wrong, the modems might be old, and even there is a problem with my billing date???. Anyhow after 3 hours he told me he could not get it set up but asked me if I would be home the next day, Saturday 9/21/13. I told him I would be and he told me that he called his manager and that his manager would be out the next day in the morning to set up my internet. He told me he had off this weekend and needed to get home and already spent too much time at my house, and was hoping he didn't get a call from another tech that he needed to go help. He left his card and left the name and number of the manager on it as well. On Saturday 9/21/13 I cleared my schedule and waited around until noon for the manager to come. At noon I finally got the business card of the technician ([redacted], Cable splicing technician, ###-###-####) and called the manager ([redacted], ###-###-####) I didn't get an answer so I left a message. I never heard from the manager that day or any other day. On Monday 9/23/13 I called Verizon to find out when and who was going to put my internet in. I spoke to [redacted] in the Philippines who said she was sending out another technician. I also asked [redacted] to transfer me to a manager that was located within the U.S. I was led to a **. [redacted] who said she was part of the escalations team and that she had two separate people working on the problem with my internet and also my phone line (which I filed a separate complaint about on Revdex.com because it was equally as awful dealing with the landline aspect of this order). **. [redacted]'s direct line is ###-###-####. At 3 p.m. that day a technician showed up. I told him to the best of my ability what had happened with the first tech and my disappointment that he promised his manager would show up and never did. He informed me that he knew Matt, and that he was a "good guy" to which I responded that I'm sure he is, but I'm talking about the service and how I absolutely needed internet today. I had already waited 5 days for just the initial installation, and then I had to wait through the weekend, and had to call back and deal with multiple representatives to get someone out here. If I had just left it to Verizon, they would have never known or cared that my internet was not set up. So this technician also told me he was hungry and hadn't had lunch. He was impatient from arrival. Pretty much saying if [redacted] the first tech couldn't set it up he probably couldn't either. He did start by putting a meter in my phone jack and said it looks like its never been programmed. He called someone and had them run a test and told them he didn't think it had ever been programmed. He also asked me where the modem came from. I told him I was never sent one and [redacted] had asked me the same question and used some out of his truck. He eventually tried to leave after telling me that I just have to wait for Verizon to call me, and that I never confirmed the service agreement. At this point I am so livid that I have talked to so many people, all giving me different answers, and now they expect me to just "wait." I asked him multiple times to call **. [redacted] on the escalations team, and I told him that multiple managers were working on this problem and would be calling back that day to see if the problems of internet installation had been taken care of. I guess this was enough to get him to keep trying, so at one point he was on the phone with someone and begins to try and set up the internet with my lap top. After a few key strokes, he asks me if I can do the typing on the computer, tells me he's bad with computers and hands me the phone. The gentlemen on the phone said he was from technical support, and began guiding me through the process of the set-up screens within Verizon, we had some initial trouble with the browser. The tech had already packed all his stuff up and was waiting impatiently at the door eventually telling me he can't do anymore and asking me if he could leave. I asked the man on the phone with tech support if he could leave and he said yes. The tech then left, and I continued to for another 30 minutes by myself and with tech support getting my wireless internet set up.

I had multiple calls that day and for many after from Verizon that were automated messages saying things like "thank you for your order please follow directions when your modem arrives in the mail," thank you Verizon is checking your connection and your internet is working properly" that call came before it was even set up. And the modem did arrive on 9/24/13, the day after I alone got the internet working with the gentleman from tech support. I also now have a bill for $190.00, way outside the original $49.99 I was told would be the bundle price. I can't tell you how crazy, unprofessional, unorganized I have found Verizon to be. I took off work 3 days to get the internet and phone set up, and spent countless time and away from work calling 1-800-Verizon to get them to just install internet and phone. It took an entire week to get it sorted out. Now that this bill has arrived I just don't think I have the energy to explain all the problems to their representatives AGAIN. On 9/23/13 I spoke to a [redacted] in Philadelphia about these issues and she set up a phone appointment with me for 10/8/13, a couple days after my bill would print to go over all the charges and adjust the charges for things I shouldn't have to pay for. She was very understanding and sympathetic to all the problems. But I was not at all surprised when I never heard from her, even after setting time away from work to take this call. So on 10/12/13 I called her with the direct line number she gave me ###-###-#### only to get an answering machine that does not name [redacted]. I left a message and have not heard anything from Verizon since.Desired Settlement: I need to speak with someone in billing that can adjust my bill, I don't think I should have to pay for shipping or installation of a modem that came too late. I don't think I should have to pay for installation of internet at all since I had to chase Verizon down to get it set up and ended up going through the set up process myself, and deal with unprofessional technicians that couldn't set it up. I want to speak with an informed, intelligent billing manager that can clearly tell me where some of these charges are coming from, and has the authority to deduct charges and make credits to my bill that adequately make up for the complete hell that it has been, time it has taken, cell phone minutes that accrued at .49 cents a minute with 1-800-verizon, and the the stress over getting simple internet and phone in my home. Verizon is the most bloated, oversized, disorganized company I have ever dealt with. I feel sorry for other people that this happened to and possibly worse.

Business

Response:

Records indicate a Verizon billing representative made contact with **. [redacted] to address her billing concerns. The representative reviewed the account and issued a one-time courtesy adjustment for the router and installation fees. Additionally, the representative issued a one-time courtesy adjustment of $25.00 for the inconvenience. The total adjustment issued is $88.35.

Review: I have been a verizon customer for 7 years. I deactivated my service 2 months ago because our house is on the market, but it has not sold yet, so we reactivated our service. In doing so, I was charged for an activation fee and a "change" and "adding" services charges. I spoke with the supervisor Bridgette who was waiting the activation fee (I have not received a confirmation yet), but I also want the changes fee waived. $20.37 for the changes in service and $16.66 for the activation fee. I want both of these waived and a confirmation email. I have already called Verizon three times today and tried to chat with them and I've been transferred about 4 times and spoken to 3 different supervisors (John and Bridgette). I have not received any help yet.

In addition, I was originally quotes $120 for basic cable (no movie channels), Internet, DVR service. I spoke to a family member who receives all of this, plus a second box and premium channels (all but starz channel) for $100. I called Verizon and they said that wasn't an option. I called my family and they have showed me the bill. I am getting ripped off by this company. The only reason I want to re-sign is because I have had them for 7 years. But I will go with the company who gives me a better rate (both [redacted] and [redacted] are under 100). Why should I pay $120 when I only have one box and no movie channels. I do not want movie channels and I should not be expected to pay that price if I am not receiving it.Desired Settlement: I want the activation fee, changes in my account waived, and I want my monthly charges to go to $100 (including taxes) or below. I feel like I should especially get this since I have just spent 4 hours trying to deal with Verizon's terrible customer service that 4 hours later, I still do not have a resolution. This has been the worst customer service experience ever.

Review: I have a contract with Verizon to keep their Internet services for 2 years. I have no problem with that. Except, the service doesn't work. I had my service installed in April and since then, I have had several technicians who can not seem to figure out why I am not able to connect to the internet. Anytime any member of my family is working from home, they are forced to go out to the nearest fast food restaurant to use their wifi. I have called so many times to complain about the service but never got any resolution. Several times, I have been refused a service visit because the customer service agents have no clue why my service doesn't work or how to resolve it. I have asked to be let out of my contract because, It is highly unfair that I have to pay for services that never work, but I've always been threatened with an early termination fee of $135.00.Desired Settlement: I want to be let out of my contract without any fees because the service doesn't work.

Business

Response:

Please be advised, upon receipt of the complaint filed,Verizon’s Fiber Solutions (FSC) Team has

made several attempts to speak with the consumer to discuss this matter. Unfortunately,

to date no response has been received from the consumer. Verizon’s FSC has performed

tests on the consumers account; records reflect that the router has been

connected for 9 days however it does not detect any devices connected to the

router (wired or wireless). A please call letter will be mailed to the consumer

in hopes of discussing/troubleshooting the issue with the consumer.

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: I have contacted Verizon multiple times without receiving any answers. I was called by Mrs Thomas while I was at work and I have called her back many times and left messages on ###-###-#### but she never did contact me back. On the same day, while I was at work, I also received a call from tech support asking me to call ###-###-####, I have called that number multiple times and left messages but did not get any responses. I have also called the customer service number ###-###-#### all to no avail. You can verify this by the screenshots I have attached showing the call missed and the multiple calls made to verizon. The internet service does not work and that is the reason I have no computers connected to it. I tried to use the Internet just last night and reset the modem and I still couldn't connect to the internet. All I want at this point is to disconnect the service.

Regards,

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: