Verizon FiOS Online Service

This review is for not only Verizon's FiOS high-speed internet, but also their FiOS TV and FiOS phone package. I’ve had this for about 4 months now, so I figured I’d put some thoughts down to share. It's a long review, but since it's the first ...

We have had the Verizon internet service as well as phone service for the past seven years, and have been very pleased.  However, we kept our Directv service (which we had been very pleased with) until a couple of months ago and switched to FIOS to get everything in what we thought would be a cheaper package, and to get HD.  Our FIOS is terrible!!!  Our picture freezes for no reason, and half the time our channels won't change.  Supposedly there's an update patch coming for their box in mid April, but this has been going on ever since we got FIOS at the first of March.  Can you imagine getting stuck in the middle of "24" with the picture frozen and nothing responding?  Couldn't even change the channel.  I've called at least eight times, and still no good answer.  If this patch doesn't' fix the problem, I'm done.  I miss our Directv!!!  We all despise this system so far.

Well, I TRIED to check into the availability of FIOS in my area, but the website couldn't find my perfectly ordinary, in-city address, and showed a phone # to call instead.  Went through an awkward, mystifying phone tree system that had no choices for checking local FiOS availability.  I chose the closest thing, was on hold (with constant annoying recorded product pitches) for almost 15 minutes.

Finally got connected with someone who said there was "plenty of availability" in my area, but who didn't seem to be able to grasp the concept when I told her I was interested in bundled phone/internet/cable service, although I patiently tried to get the idea across to her.  Finally said she'd transfer me to "that other department". 

Instead I got another recorded choice of options, and when I chose "FiOS service", I got another recording saying, "We're sorry, your call cannot be completed as dialed". 

I was really interested in FiOS because I have Verizon cell phone service and it's fabulous, all you could ask for.  But with Verizon doing THIS bad a job fielding FiOS new customer inquiries, I'd rather not find out what their service is like when you actually sign up.

Today is Oct 8 in North Texas. The TV channel line up had changed but tech support staff have no clue and would even refer to the old channel line up. When I asked them for a certain channel they told me that it is "not being offered in your area right now", but I was actually watching it, duh?! To my disgust they could not add a premium channel that I want coz they dont have a clue of their programming. To Verizon I say fix your system or lose your customers.

Of all the advertisement you see on TV about the Verizon FiOs, do not get fooled by their ad, Do some researched, such as Epinions.com. Their Verizon FiOs customer service will put you on hold for hours, and most of the time you end up looking at your TV and say "WOW" I should have done my research, before signing up. This is a "BIG" deal if you do not like to complain, and spend more of your time on hold. Maybe they need to spend most of their money on great customer service rather than their bogus ads!!!

I've been a verizon and verizon wireless customer for years, and just signed up for FIOS last fall. What a mistake! I hoped to consolidate everything on one invoice - they haven't got that one right yet. I've always paid my bills promptly, suddenly my service is being shut off for non-payment. There is no customer service per se. There is no responsiveness. It just sucks being caught here now. I can't wait for my contract to end.

I've also used Directv and comcast over the years. I have a pretty good frame of reference. Verizon's lack of customer service is BY FAR the worst.

I am writing while on hold for approx 1 h trying to reach a Verizon rep. After 1 yr switched to Comcast after moving to another area in MD. Overall:

Broadband quality B
Support F-
Billing F-

Every month Verizon billed a different amount, from over $200 to less than $0. They switched their billing from for the upcoming month to the past month's service multiple times for no apparent reason. Once they sent me to a collection agency for a bill they said I was one month late in paying. In fact their billing made the error! They eventually corrected it after I confronted them.

Whenever I call to get clarification, routinely waited over an hr on hold and being redirected before speaking to someone, often person who had no idea what to do.

After disconnecting, they told me they would pick up their equipment, but never showed. They then billed me hundreds of $'s for the eqpt! Now waiting an hour to talk to them about it.

In short Verizon seems completely unprepared and disorganized WRT customer support.

Verizon Fios TV is undependable and is much more trouble than it's worth. We've had the service for 1 year, and have had to constantly call them to fix the service the entire time.

Our DVR has skipped recording so many times that we started calling our friends with Tivo to record important shows so that we won't miss them!

The HD selection is miserable. We requested for them to at least bring their selection in line with Dish Network or Direct TV, our email and calls have been unanswered.

Sometimes I even wonder if they are trying to be a pain to their customers. For example when they upgraded their menus, they did it during prime time. We were informed of that that later when we called customer service to find out why our DVR didn't record any of our summer show finales.

Their customer support representatives have all been very nice and empathetic with our frustrations, but we're sick having to talk to them!

Avoid Verizon FIOS like the Plague:
Words cannot describe the abysmal service and customer support we have received with Verizon FIOS TV. The FIOs TV has never worked well. The menus are unbelievably tedious to navigate, the technology frequently breaks down, technicians are usually clueless on how to fix things (much time calling other techs for info).
I have never spent so much time on hold when trying to get through to customer support. Recorded messages telling you to hold for the next representative play endlessly and get interrupted by other messages telling you to hold. It would be comical if time were worthless. Verizon is an arrogant behemoth that doesn't give a hoot about improving its product. With the whole FIOS enchilada (FIOS TV, internet, and telephone, and cell phones!) we were not able to see American League Playoffs in high def in Boston! Unlike Comcast and RCN. They should put half their incredible advertising budget into improving their product.
FIOS service for internet is almost as bad as TV. Incredible amounts of time have been wasted with updating / re-installing their Verizon Internet Security product.

Called in for the triple play (Voice/Video/Data) for 99.99, to replace COX Video/Data services. Order arrived without Voice and with Call Waiting (requested that Call Waiting) be disabled. Feature to feature comparison between FiOS and COX Cable are about the same. FiOS came with no picture in picture capability, a big CON for us. FiOS requires a set-top box for expanded basic, at $5/box, another big CON. FiOS multi-room DVR, nice but if you only record hiDef, useless feature. FiOS can support up to 7 connections without an amplifier, a PRO. Overall, if you happy with your cable company and you have their bundled service for the same price as FiOS, stay with them.