 Review by chakey 
UPDATED: 78 days ago
member for 4.1 years, 1389 visits, last login: a few hours ago
 Gladstone,Somerset,NJ
 $250 per month (12 month contract)
 about 14 days
 "Fast and reliable internet, phone, wireless and TV!"
 "Billing has been and continues to be a nightmare"
 "If you are willing to spend hours fixing billing, you'll have a top notch service!"
| Pre Sales Information:
Install Co-ordination:
Connection reliability:
Tech Support:
Value for money:
(ratings match consensus)
|
4/11/08 - Well, it was nice while it lasted
I had a wonderful 2 whole months where my bill was correct. I got a bill this month that was all messed up. For some reason, unknown to anyone, I got bumped off the two year contract and into a month to month contract, which negates all bundle discounts. My bill was over by $100 this month. I suppose 2 months out of 8 with a correct bill is a 25% success rate--better than 0%. I was beginning to enjoy the extra 2 hours each month I got back when I did not have to call Verizon. Oh well. Back to the drawing board. I lowered Tech Support to a 3, because billing is not an option. I have never had to call Tech Support because all my services are rock solid. It's just the billing that so incredibly bad, it is becoming comical.
2/16/08 - HOLY CRAP, I HAVE A CORRECT BILL
Although I did not in a million years expect it, I just received a bill which combines all my services (voice, internet, cell and TV) into one lovely price. They got it right, folks. It took since August of 2007, but they got it right. I do not need to block off an hour or two to call customer service this week. I can change my avatar tagline from "Awaiting Correct Vzn bill since Aug 07" to "VZN GOT MY BILL RIGHT!"
WOOOO!
Can you believe I'm really happy about getting a bill for over $200? I can't believe it either. It feels as if I just gave birth. Oh, the euphoria....
1/18/08 - BILLING/GUIDE 2.0 UPDATE:
I finally received a bill which combines all my Verizon services (Phone, Internet, TV, Wireless) into one bill. However, because of the "non-payment" fracas last month, there was a $199 "early termination" charge as well as a $29.97 "activation" fee when they turned the internet back on. Other than almost passing out when I opened a bill for $605, and the extra charges, things seem to be in order finally. I called the billing department, was put on hold for 25 minutes and disconnected. I called back and the second CSR took care of everything. I was able to go online and create an account. I paid my bill with no issues
The FiOS TV 2.0 Guide arrived yesterday. I honestly think that it is a bit faster than 1.0 and certainly more pleasant to look at. The main hang is when you call up the Guide the first time. That takes about 4 seconds and gets you to press the button three times wondering why it is not reacting. Once the guide is up, it is faster. I still long for the day we get "page up/down" buttons on the remote. All my DVR recordings were intact and organized in a better way.
1/8/08 - BILLING UPDATE:
Well, all the stories about Verizon's billing department(s) are true. It has been 6 months since install and I have yet to receive one correct bill. In fact, I have not been able to pay my bill for the past two months because they are billing my services to the wrong phone number. After several phone calls and hours on hold bouncing around to 15 different departments, nothing was resolved. My issue was "escalated". My internet service was turned off for a day and after another round of phone calls, was restored. I still have not received a bill and I cannot see or pay anything on my online bill. I suppose someday they'll figure it out. I am just growing weary of calling them about the same problem and having no resolution. Every time they try to fix something with the bill they are unable to help because another department deals with this. They play "pass the customer" and I sit in awe that this great company cannot do anything on the back end without a running into itself.
Still, it's a great service--internet has never been down (except that one day for "non-payment") and the TV is great. We added a landline a while back to take advantage of the bundle discount. I think that's what started this mess. Their system can handle someone adding services to an existing landline, but not the other way around.
Bottom line--the service and price are still worth the billing aggravation. Just realize it will take you a while to straighten out the bill. The CSR's are accommodating, you just have to be persistent.
11/2/07 UPDATE:
I upgraded to the 20/20 internet service and added a landline yesterday. Everything is still BLAZING fast and rock steady. The HDTV channel line-up could use some work, but they promise to have 150 stations by the end of '08. Let's see if they do it!
Background and price:
We were lucky enough to move into an area that has FiOS internet and TV service available. We signed up for the 20/5 internet and Fios TV Premier level with a DVR box and a regular set top box. The total cost per month is supposed to be $97. There is a one time $19.99 activation fee. There are no taxes on the plan since it is considered "data services." Their phone service is only $7/mo, but when you add all the taxes that come with a landline, you end up closer to $30. We hooked up our Sunrocket Voip to the Verizon router and all is well and it works well. (Since Sunrocket is down, we've switched to ViaTalk which works just as well).
Presale info:
As soon as I heard that we could get Fios in our new residence, I called Verizon. Their pre-sale info was right on with what the website said. The rep was very helpful and took time to explain everything. I scheduled the install for 6/25/07.
Install:
Verizon called twice before the install to confirm that we would be present and have a power outlet near the ONT. The installer came at 10:15 during an 8-11 window. He brought the fiber line in from the street first. Then, he very professionally installed the ONT and UPS in the basement and wired the rest of the house for TV and internet. The Verizon wireless router provided is excellent and covers the whole house with an encrypted signal. It took him 6 hours.
Impressions (so far):
The download and upload on the internet tests at 20.6/4.6. The connection is lightning with no wobbles in service so far. The TV service is excellent. Crystal clear picture with a fantastic DVR menu.
Bottom Line:
Get it if you can! If you can't--call and bug them!!!
Followup comments:  madrhino
join:2004-07-03
 ·Verizon FIOS
 ·Comcast
| At this point verizon owes me $$$$$ for my time FIOS may be great but Verizon totally sucks.I am WILLINGLY giving up my FIOS connection just because verizons customer service and billing are so terrible they outweigh the goodness of the connection itself.
I'm not even going to go into a(nother) rant but I would strongly urge anyone even remotely considering getting FIOS to do a google for something like- verizon billing or verizon customer service or verizon sux my dead grannys pet monkeys nutz and you'll see what I mean.
You have to either be prepared to pay whatever random amount they bill you for or you have to be ready to spend dozens of hours fighting with their customer support only to finally admit defeat.
They have perfected the art of customer service- make the experience so bad, so horribly unpleasant that the customer eventually learns it is hopeless and doesn't try anymore.
Some customers accept this and some go elsewhere.I assume thay have thought about it an decided that the # of customers who pay their false, overinflated bills will make up for the customers they lose.
One day it will come to light, there will be a class action lawsuit that makes a bunch of lawyers happy a couple mid level managers will get canned and the profits will keep rolling in.
--
Get Verizon FIOS,The Anti-DIOS | |
|  | Thespis
join:2004-08-03
Keller, TX | Re: At this point verizon owes me $$$$$ for my time I've had no problems at all with either service or billing.
I would guess that there are more who have had my experience than have had madrhino's problems.
We're just not as vocal. | |
| | | madrhino
join:2004-07-03
·Verizon FIOS
·Comcast
| Re: At this point verizon owes me $$$$$ for my time said by Thespis :I've had no problems at all with either service or billing. I would guess that there are more who have had my experience than have had madrhino's problems. We're just not as vocal. said by Thespis :I've had no problems at all with either service or billing. I would guess that there are more who have had my experience than have had madrhino's problems. We're just not as vocal. Have you considered the possibility that since Keller, Texas is the cradle of FIOS what you experince may be the exception, not the norm?
Do any kind of google about FIOS service- all these people aren't making this up and it's just the tip of the iceseidenberg.
--
Get Verizon FIOS,The Anti-DIOS | |
| | | | Thespis
join:2004-08-03
Keller, TX
·Verizon FIOS
edit:
January 29th, @10:19AM
| Re: At this point verizon owes me $$$$$ for my time I had great service in Rowlett too.
Where did I say that the complaints are not valid?
I'm simply saying that more people complain than praise, and relating that I have had four installs that went well and have had equally good luck with support.
Edit: changed "3 installs" to "4 installs". Forgot about the TV... | |
| | | | | scokill5
join:2001-12-03
Rowlett, TX
| Re: At this point verizon owes me $$$$$ for my time I'm in Rowlett too, service is great unless you make changes to anything, including and especially voice. I had a billing nightmare for months that was eventually resolved after multiple calls each month. Each time I was assured the problem was handled only to get the next months bill which was totally screwed up. As I said, eventually resolved, but after much time on phone and frustration. | |
| | | | | | NbWY1
join:2003-05-23
Columbia, MD | Re: At this point verizon owes me $$$$$ for my time I spent nearly two months trying to get VZ to fix their billing errors, but eventually gave in and paid the $260 I DIDN'T owe, just in fear of my credit being tarnished. | |
| | | | 
gns
@verizon.net
| I'm in northern NJ and have had FIOS for about 10 months now. For the first eight months I received astronomical bills that were roughly double what was promised in their pre-sales pitch.
I have spent HOURS and HOURS on the phone with their customer "service", time and time again. Each time I called I was put on hold for at least 30 minutes with no hold music or loop, which is surprising for a telephone company (it's impossible to tell if you're still connected). When I finally got a human on the phone, they insisted that the bills were correct; however, when I pointed out that they're actually *NOT* correct, they reluctantly checked and ultimately conceded that I was right. Each time they promised that the problem would be corrected on the following month's bill. And seven times in a row, they were wrong.
After an especially frustrating conversation with a person who seemed polite but ineffectual, she seemed to take pity on my situation and asked if I'd accept a $100 gift card as an apology for my trouble. Of course I said yes, and felt that perhaps I *was* a valued customer after all! The weeks passed, then the months, and still no gift card. So on a subsequent call I asked about the mysterious gift card. They checked and said there was absolutely no indication that a gift card was ever promised. Incredible. They transferred me to their "retention" department (let's just hope they mean customer retention, shall we?) who arranged for the gift card. Amazingly, one arrived shortly thereafter.
My bills have been correct for the past two months, but with Verizon I'm always waiting for the other shoe to drop. This has been the absolute worst billing experience I've ever endured. | |
| | | | | madrhino
join:2004-07-03
·Verizon FIOS
·Comcast
edit:
April 12th, @08:42AM
| Re: At this point verizon owes me $$$$$ for my time said by gns :
After an especially frustrating conversation with a person who seemed polite but ineffectual, she seemed to take pity on my situation and asked if I'd accept a $100 gift card as an apology for my trouble. Of course I said yes, and felt that perhaps I *was* a valued customer after all! The weeks passed, then the months, and still no gift card. So on a subsequent call I asked about the mysterious gift card. They checked and said there was absolutely no indication that a gift card was ever promised. Incredible.
Rather than hire and train people to fix the problems, they hire and train weasels to deny and lie about them.
They pulled the gift card scam on me too. During the course of trying to get my bill correct, I complained so much they had a special weasel from the Supreme Liars Department call me and swear that they could not have possible offered me a $100 Amex gift card because no such promotion exists!!!!!!!!!!!!
This gutter scam trash company has no morals at all.None-what a filthy disgusting entity. | |
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