Posted by dont know
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.