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Yesterday morning I called Verizon when they informed me that their work on the cable outage had been finished and their service had been restored.



When my TV still wouldn't work, I got connected to a woman customer service rep. She asked me to pull the plug on the TV and then plug it in again, which I did. Nothing changed. Everything was still snowy and I still had no picture. The she asked me to change channels. I did. I changed channels on both the TV set and using their set top box remote. Nothing changed. I asked her several times to repeat what she said because I couldn't understand her and she ignored me. Then she asked me to remove all the wires at the back of my TV and set top box. I told her there are more components hooked together than just the TV and the set top box. I also have a DVD player and dual deck VCR hooked into that system. She kept insisting I take off all the wires connecting those components. I told her, Verizon put that all together. Don't you trust your Verizon techs? She said she didn't know if they had done their work right. I told her everything was working fine until the outage and I saw no reason why the wires would have to be changed. Besides, if I took all the wires off, how could I be sure that I was putting them back where they belonged? I also said, if I have to have the techs back again to hook everything up, it is going to cost me over $130 to pay for their visit. I then decided I had enough of her, told her we were finished and hung up. When Verizon called later in the day asking me to rate how well their customer service rep had performed, I gave her a one on a scale of one to ten (10 being the best). She was useless, couldn't communicate well, hadn't fixed the problem and had given me advice which I was sure was going to cost me lots of money.



Around 4:30 I decided to give Verizon another shot at trying to help me. This time I got a male customer service rep, so I knew I wasn't talking to the same person. The first thing he asked was what is the make of my TV. I said Toshiba. He said, "Get the Toshiba remote." I did. (I never use that Toshiba remote; the Verizon remote has supplanted it.) He said, "Turn the Toshiba remote on." I did. He asked me if the remote lit up when I turned it on. I told him, it didn't. He told me to change the batteries. I did. He told me to put "03" into the Toshiba remote to see if the TV screen would change. EVERYTHING CAME BACK IMMEDIATELY. DONE!!!! This took less than a minute. When Verizon calls asking me to rate him, he gets a 10!



Just so you know, Verizon has not contacted me yet to give this second customer service rep a rating.






Please give that second rep the 10 that he deserves. He is a credit to your company.



Thank you.


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