I had Verizon Fios installed at my residential address in late July. The installer, however, could only get 1 phone jack to work. Prior to install, all phone jacks worked.
The first month the service was fine. I made only one call to reset a set-top box due to it not responding to any remote.
The trouble started on September 16th or 17th. All of my services went down (phone, TV, internet). I placed a service call and a technician came out the next day. I had to leave work early, resulting in a loss of regular pay. I had to use vacation time to meet the technician during their hours. The support team failed to inform me they could have gone to my house after 5pm, when I would have been home. The technician replaced the ONT box. The service was fine for about 2 weeks.
Beginning late September, early October, all FIOS services continued to go down. The company has a record for all of the calls placed to the help center. During this time, and into early November, there were a total of 5 to 7 service technicians who came out to my residence to try to fix the problem. The ONT was changed 3 times, the power supply once, and some work was done to remove splitters found inside my master bedroom wall.
In addition, because my phone was down and my cell service had poor reception at my residence, I had to drive approximately 1 or 2 miles in order to contact the help desk. After 20 times calling in, they finally decided to consider my situation as critical. This was supposed to make the service technicians and network technicians more aware of my plight. Unfortunately, beginning in late October, my service went down every day, save a day or 2. The company's records indicate this as well, in addition to other times I was unaware of as the service would go down when nobody was home.
I have called the billing center to receive refunds to my service. The first was a $20 refund. It should have been more, but the representative I talked to said that was the only bill I had. He failed to see the online payment portion. I called a second time for a refund after the service continued to be interrupted on a daily basis. I received a $110 dollar refund for my experiences with the service. Unfortunately, the service continued to go down until around November 16th.
I just received a bill for $53 dollars for the period of Oct. 23 - Nov. 22. As my service went down over 80% of those days, I asked for another refund. I understand that the service may be back to normal operations to where my service does not go down, however I feel that the daily interruptions and nightly trips down the road to call in me services were down, again, I felt I should receive full compensation for that period as well. The representative I talked to said I was capped out and could not receive any more refunds.
Since the trouble with the service has been presumably fixed, my on-demand service has a poor picture quality. I have placed a call for this issue. I am in the process of thinking to return to my previous provider. I believe I should not have to pay for any termination charges, and I feel I should be 100% refunded for the entire experience, as well as compensated for the installation charges and termination charges I will receive from my old provider.
Verizon claims I will "Realize the full potential of your TV with fiber optics." All I've realized is poor picture quality and poor overall service. Verizon's Bob Ingalls, president of Verizon's Retail Markets Group, promises "FiOS TV will connect with customers because it offers them choice, value and simplicity." Again, another promise not realized.
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