Fios customer service reviews

Read the reviews below to see the experience other people have had when dealing with customer service from Fios.

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Viewing Fios customer service reviews 26 - 50 out of 53
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22
Sep

Posted by dont know


on 9/22/12 at 11:25AM

Company does not seem to understand the definition of "service" and has been nothing but trouble. I have been a customer since April 2012. It is now Sept 2012.
Issue 1: hard drive on desk top crashed and had to be replaced. When back up and running, couldn't sign on to internet, but two different support people informed me I "should take it back to my computer repair shop" because it wasn't Fios' problem. REALLY? A communication failure is not in their perview? Finally the third support person took pity on me and took me through reloading THEIR modem driver step by step. Total down time: 9 days.
Issue 2: Watching TV for a couple hours but with some image dropout, when suddenly screen went black. Support by phone was a 20 min wait, so I went online for live chat to "Irving" who said , no, he couldn't schedule a service call until he went through the whole troubleshooting routine. He worked with me for 2 hrs, checking connections and running various tests. After all that, he determined the HMDI connector from the FIOS cable box might be at fault, or maybe the cable box itself. Still no service call, he would ship me a new box and connector that I can set up, ETA 1-3 business days. Oh, yay. Got the package 2 days later but no HMDI cable included. Support person Chantelle said the HMDI connector between Fios' cable box and my TV was my responsibility. Why is that, exactly? Hooked everything up exactly as it was on the original box and "weak/no signal." Finally a service call can be scheduled, and happy days! it's for all day on my one day off. For $1200 a year, Fios service SUCKS! Total down time: 4 days. Pain-in-the-a** quotient: 10out of 10. If I wanted to be a technician, I'd apply for a job. When the electricity goes out, the power company does not expect me to climb poles, check wiring, fix transformers or sit in the dark until it's convenient for THEM to do their jobs. And will there be any adjustment in my monthly fee for services not rendered? No offer forthcoming, only many many "sorry for the inconvenience" from various faceless minions.

16
Sep

Posted by Anonymous


on 9/16/12 at 4:12PM

I have never in my life seen a company so hard to make a payment to. I spend at least 30 minutes on the phone every month trying to pay my FIOS bill. Plus it costs me about 3.50 just to pay the bill. Fios needs some payment centers spread around so customers can pay this bill which is too much anyway just to watch the news and 50 year old reruns.

13
Sep

Posted by Anonymous


on 9/13/12 at 6:51AM

1888 553 1555 is no longer FIOS specific, it gets you to general verizon customer service.

11
Sep

Posted by Anonymous


on 9/11/12 at 11:04PM

worst customer service ever! reps will disconnect on you intentionally and will just give you run around, especially on the billing group! do not go with fios unless you like bad service!!!

09
Sep

Posted by Anonymous


on 9/9/12 at 10:13AM

I'm so sick of Verizon's lack of customer support. When I first had FiOS installed in 2008, the product was extremely reliable and I was very happy. Since then, I have had a number of issues with the recorded programs on the DVR not properly recording or being 'digitally garbled'. I am sitting here while I type this, waiting for a technical support rep. to answer the phone and am now on minute 29. While I wait, I tried to use the 'Agent' tactic and the line rang roughly six times, then hung-up. I've hated COMCAST for the longest time and now Verizon is just as bad. Guess I can try DirecTV or COX.

06
Sep

Posted by Anonymous


on 9/6/12 at 5:58AM

Service is getting worse. DVR has channel changing delays of 30 sec at times and DVR freezes. Customer service had me disconnect and reconnect all coaxial connectors to supposedly "clean them." It did not correct the problem at all.

Today, lost all NYC channels, except for channel 7. Called the phone number on the "channel not available" message - unable to help and hung up on me.

Although the picture is very good, there is lack of customer support and the DVR software "upgrades" are slowing service and response. Considering returning to Cablevision - at least you can change channels instantly.

Currently a FIOS triple play customer in the Trenton NJ area for over 1 year.

05
Sep

Posted by noneofyourbusiness


on 9/5/12 at 9:51PM

I called at 12:00 midnight on September 5th,2012,after
my television lost all reception,3 times, waiting 10 minutes per attempted contact with a representative
and the "customer service" just hung up on me
within 7 minutes each time!!! I am ENRAGED because I
PAY monthly bills for this service-I expect to get some basic
service from your company! I will seriously
consider ending my connction with Verizon-Fios as
this is NOT the first time I was NOT given service! Your company is NOT the only "game in town"...

25
Aug

Posted by Sopissedoff


on 8/25/12 at 11:20AM

My new computer has McAfee security. I've had fios internet the whole time I've had it. All of a sudden I have no internet on that computer. If you try to call Verizon tech support you get a recording recognizing the problem and saying to disable your firewall. I did this it does not work. If you try to call Verizon to speak to an agent you are put on hold and no one ever answers. I want internet and pay for internet! I'd even cancel and get another provider, but I can't get through. Verizon has the absolute WORST customer service!

22
Aug

Posted by Anonymous


on 8/22/12 at 8:01AM

Ihave had Direct TV for 12 years and never had a problem. Two months ago I got Fios and have had nothing but problems. Customer Service is unable to help you since half of them don't even speak English!!!!!! I'm still having a problem with my service (gee go figure), and never again will I ever get Fios again once this awful contract ends!!!!!! Fios sucks!

06
Aug

Posted by Anonymous


on 8/6/12 at 7:50AM

I have found Verizon Fios support in terms of email issues the most difficult system to access and once accessed the most difficult system to get a response to what is being asked. 1. almost impossible to quickly access. 2. requests are not honored - I did not sign up to pay my verizon bill on line and yet I continue to be intruded upon with this request. 3. more advertisements cross my path before I can actually enter my email. 4. access to email continues to change. 5. I just need to quickly access email account and not have to waste a good bit of time trying to do that. 6. I am invited to sign in for 2 weeks without having to log in each time and this does not hold true. The list is endless. I could not be more dissatisfied with the service on so many levels most of which have to do with all the barriers put up between me and my being able to access emails.

17
Jul

Posted by bayclub2


on 7/17/12 at 2:07AM

Had Varizon Fios since December 2008 with some minor difficulty especially the TV. However, this past Saturday, when I called regarding the expiration of certain credits, the Verizon representative (1 hr) bundled my account - triple play which I always had with copper wire phone service. Sunday morning I lost my dial tone and when informed that Verizon switched me to digital voice (nevery authorithorized this). Now, after numerous t/calls to Verizon tech support as well as Verizon I still don't have a difinite answer to my problem. I was informed and don't know if it's true that once they switch you phone service it's virtually impossible to get it back! I also informed them that I have a handicapped individual who needs the land line phone 24/7. Do you think they care?????

03
Jul

Posted by Anonymous


on 7/3/12 at 6:52PM

Absolutely lousy service. They post 99% up for Verizon Wireless, but refuse to announce downtime for their landline which even affects Emergency 911 calls. This even for customers who have had power for over 75 hours.

If a half hour storm can bring down their infrastructure, wonder about the competence of their planning in cases of REAL emergencies.

30
Jun

Posted by drd58


on 6/30/12 at 7:18AM

all they have to do is put a recording on that says service is out in your area getting no response at all is aggravating

29
Jun

Posted by Anonymous


on 6/29/12 at 7:40AM

None of them know what they are doing. Scheduled an appointment after being on hold for an the hour. tech to come the next day - another hour on hold to find out oops something happened and not on the schedule even though they sent me a confirmation text!!! CS says lets get you first thing next morning. Well so far another hour on hold and the time slot they told me was wrong. Nto first thing but 1pm-5pm. So is verizon going to compensate us for losing 2 days of work just so we can have a working phone at home? So now 3 days no phone internet or TV! Everyone warned me their CS is horrible should have listened! Right now I am on hold at work on 2 lines. I would imagine the way service is there must 1000's of people on hold as well.

14
Jun

Posted by Anonymous


on 6/14/12 at 2:45PM

I just experienced very efficient service from a Fios technician !! I was having a problem with the set box...and within a few clicks the problem was resolved !! My wait time to speak to a technician was less than 10 minutes !! Yay Verizon !!!

09
May

Posted by Anonymous


on 5/9/12 at 9:01PM

Just a few days ago have FIOS tv installed.
One of the recievers already is out of order.
Spent almost one hour on a phone waiting for the Tech Support Rep.
No way!!! Very bad service....

07
May

Posted by pain


on 5/7/12 at 8:35AM

I had Fios installed (TV & Internet) in Jan. The product worked great 4 months later I tried to turn on My air conditioner and it does not work. went to the utility closet and forn that the Fios box ground wire was now tied in to the Air conditioning switch. The installer broke the switch during the install. Now I have been fighting with Verizon to have someone come out and correct the problem. it's been 7 days and I can't even get someone to call me back. I keep getting the same answer someone will contact me in 24 hours. I am truley amazed at the lack of everything from this company.

04
Apr

Posted by sabera


on 4/4/12 at 5:03PM

HORRIBLE CUSTOMER SERVICE. For a simple problem like my remote wasn't changing channels, it took the representative FOUR MINUTES to make a notation on the account. Some lady who could barely speak English. Then I was routed to the wrong number. I had to make FIVE CALLS. Ridiculous. They're incompetant.
I've never had a good experience to date. They hire stupid people who have no respect for customers

25
Mar

Posted by Anonymous


on 3/25/12 at 8:27PM

We are having lots and lots of aggravation trying to get to tech support for NY area. We keep getting connected to the wrong place now for about an hour. How does a big company operate so poorly????

25
Mar

Posted by Anonymous


on 3/25/12 at 10:28AM

you played muzak to us for 30 minutes rather than attempt to fix your snafu.

22
Jan

Posted by Kaitlyn


on 1/22/12 at 7:53AM

I ordered NFL red zone, but the channel didn't come up when I ordered it. I didnt know if it was going to charge me or not because it said " loading, one moment please" on the screen. I tried calling someone about it and was on the phone for 2 hours and 15 mins before I had someone tell me "it's not available for your tv service package, would you like to upgrade?" Not even kidding you guys one bit! I
was transferred 3 times, everytime in which I said please look up this problem and do not put me back on hold. They put me on hold. Fracking idiots. However, I did have a problem with my guide and on demand, and when I called ( around 8 pm) I was on hold for about 3 mins and the guy fixed my problem with the box with my cooperation in about 10 mins. So I don't know what to think exactly yet about this service...

11
Nov

Posted by mscafo


on 11/11/11 at 9:00AM

Part 2 - Finally I spoke to someone whom i would that my services would be cancelled if I could no get someone ou to my house by tomorrow and that I wanted to speak to either a supervisor or manager. She apologized and said that she would contact some kind of specialist, I guess someone who can take the verbal abuse I guess. I told him that their service was totally unacceptable and that if I didn't have my services restored by tomorrow night I would be reporting them to the FCC and BBB and I would cancel my services and leave all of their equipment curbside after I had cablevision back at the house. He told me that he could get someone to my tomorrow (Saturday) but could not give me a time slot. I told him that we could not wait around all day as they had expected us to do on Thursday with no one showing up and that I could be home by noon and to have the technician call ON MY CELL to let me know he was on his way. I also told him that if no one came tomorrow than I would cancel my service, which I will probably do anyway after seeing how poorly they serve their customers. Stay tuned for Part 3.

11
Nov

Posted by mscarfo


on 11/11/11 at 8:40AM

Let me jump on the bandwagon. Without all 3 services for 2 weeks now due to no electricity from the freak October snowstorm. We used our generator and our fios worked for a few hours. Then that went out. I called and got a recording saying that when our electrical power came back on our fior services would be restored. Our electrical power came back on 8 days later. When we called fios we were told the soonest would be Thursday and they could not give me a time frame. Both my husband and I work so we got them to agree to call my husband on his cell when the fios tech would be ready to go to our house. No one ever called my husband the whole day. Funny, though, I decided to clean out our fios phone voice mails that had accumulated over the almost 2 weeks and wasn't there a recorded message from fios indicating that our problem would be rectified by 9pm thursday night. Guess what - it is 10:30 am Friday morning and I have been on hold for 20 minutes now. No customer service rep yet and stillno fios at home. We even spoke to someone last night and got another BS story. We are so done w/the

08
Sep

Posted by Anonymous


on 9/8/11 at 10:46AM

Horrible customer service! Extreme wait time. Customer service and tech service dont know anything about each other.

28
Jun

Posted by Anonymous


on 6/28/11 at 2:20PM

Service man was here (703 522-6039) yesterday. He took care of the problem in a professional manner. Noticed, however, the cover of the in-ground equipment is not completely on and don 't know if this will cause future problems

Viewing Fios customer service reviews 26 - 50 out of 53
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