Verizon Fios is amazing. It is hard to imagine one company could have so many issues. This post could easily be several hundred words longer if I wrote every detail down, but I'm too exhausted after being on the phone a total of about 20 hours with their Customer Service and Tech Support people over the last 3 weeks. So here are the highlights;
~ Their furnished router for internet, TV on screen guide and pay-per-view movie services seems to be unreliable hardware. I use VoIP phone/fax lines for a home office. Because of dropped packets over the internet my phone line is of poor quality and intermitant. Faxes are almost impossible to complete. When we "buy" movies they pixilate and you loose 20 seconds of audio every 2 minutes or so like clockwork.
~ We tried to have an additional phone line installed and they insisted that they needed to have a human tech come to our house to activate the existing second jack on the Fios panel. After 3 no-shows in which the had no record of each work order assigned for each appointment they failed to keep, they finally kept the fourth date only to have the tech tell us that they turn the jack on and assign a new phone number to it at their central service center and that our jack was already active when she got there (I thought they did it that way all along, but they insisted otherwise).
~The tech that came out to our house was very enlightening to us because she kept getting calls on here cell changing her work schedule for that day and her office was trying to reschedule service calls to other techs that she had already reported as completed several hours before. She told us that Verizon is more screwed up that it even looks to the customer.
~While on one of our many phone calls to customer service we were sold additional services under false pretenses saying they would lower our bill on certain segments only to realize when we got off the phone and looked at our bill that they had misrepresented our current billing plan in order to make the offered services seem more economical that they actually were. When challenged on this during future phone calls they said none of the billing changes would take effect anyway because the previous employee failed to ask us for our "phone password" to prove we could authorize the changes (we still don't know our "phone password" and don't recall ever having one... It is allegedly different than our internet one, but they won't tell us what it is and out of 8 phone calls in the past three weeks it was only ever mentioned that one time).
On a side note; I know teenagers and some adults who make things up as they go to support their position on a subject or to get what they want from you (I.E. Politicians). Dealing with Verizon is a lot like that. The seem to make the horse manure up as they go along, prices and all.
~ I am no closer now to getting better service and resolving my technical issues than I was a month ago. They told me yesterday they cannot find the problem and all they can do is swap routers again like they did last month, even though that changed nothing.
~I might go back to using the Nazi Cable Co.
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