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Verizon FIOS Ridiculous Experience

To whom it may concern,

I believe this to be one of the worst experiences in my lifetime as a consumer. It all began as a simple pledge by your company to make everything easier, better and quicker by bundling three services into a single plan (internet, television and phone). The idea seemed so simple that I decided to part ways with companies that I have dealt with for years for Verizon’s promise. That’s when everything went wrong. If I could only have a do over and go back to the way things were, I would in a heartbeat. As I talk about this experience to my friends, family and collogues I am starting to see that I am not the only one that is suffering with your service.in fact, it seems like this is “par for the course” with Verizon. Let me recap my experience…so far.

Order Summary
Master Order Number: 0S5276754
Order Date: Mar 15
Product: Trpl FDV up to 25/25 Extreme HD with WiFi 24M 2010
Internet Speed: FTTP_25M_25M
Installation Date: Mar 23 (installation may take 4 - 6 hours)
Technician Arrival Window: 8:00AM-11:00AM (Hrs) EST

I ported my number over from AT&T (817-577-8823) using the TPV process for the first time.
Meanwhile, Verizon assigned 682-214-1584 to my home phone
Verizon said don’t cancel AT&T yet or we would not be able to port over the number.
By the way, I’m still paying for AT&T.

Installation date March 23.

We had installation problems but those are minor compared to everything else.

I received the following notice on March 29th but since my number wasn’t working I have yet to set up any of your GREAT features.
Great news! Your Verizon FiOS (R) Digital Voice service has been activated and you can start using all of the great features that FiOS Digital Voice provides.

I received the following notice after I did the TPV process again

* Scheduled Service Activation Date — 04-05

I also did the TPV process on 4/8/10 again after I talked to someone named Dan who promised me everything would work on the 16th.

On 4/23/10 I talked to Brenda a supervisor. She promised to fix everything. I’m still waiting

Brenda passed me to Courtney (male supervisor) 4/24/10 because she was going on vacation. She said he is very good and he would contact me. I never heard from Courtney.

I talked to Kelven (supervisor) on 4/20/10. He promised that he could fix the issue.

I talked to someone named Levent (supervisor) on 5/6/10. He was very rude and said the whole reason nothing worked was because I didn’t have an order number. He even insinuated that my credit would be hurt if I left and did not pay the cancelation fee. He gave me an order # OS5733827.

Guess what…That didn’t work either.

I talked to Nicki v924714 on 5/6/10 She was very nice and offered free movies for 3 months. She said they would be on in a hour. I still don’t have them almost a week later. She also had me to the TPV thing again for the 3rd time.

I also told her that may DVR in my living room did not work. It locks up and losses all stored programs. It also will not rewind or pause. She said they would send out a new DVR. It’s Tuesday and I still don’t have it.

Someone called me on Sunday May 9th from Verizon. They said they would turn the movie channels on. That didn’t happen either. I called back and talked to Thomas. He told me that in his experience, we would not be able to port our number over to digital voice but to wait and see.

By the way, every time I talk to someone from your company, it takes me about an hour to explain what’s going on. Every new contact is like starting over again. They always say there are little or no previous notes to reference. They always say they will call back and they don’t. They always say they are going to make sure it gets fixed and I am still waiting.

And, now my wife called me to say that someone actually did call us back. A guy named Loyd today 5/11/10. He said a Verizon person has to physically come out to fix the issue at the house May 19th. Guess what, we get to wait even longer now. He left a call back number 800-4839828.

In the middle of all this mess, I have now started to receive collection notices from you threatening to turn my service off. Which is not much of a threat at this time since the service doesn’t work.

So, I ask you. What would you do in my situation???

Todd

Company: Verizon
Country: USA

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