fios.verizon.com Avis 2 165

​I am beyond baffled by the level of incompetence and the lack of basic problem-solving skills at Verizon. After a power outage fried my legacy equipment, I placed an online order for an entire suite of replacements: 5 set-top boxes, a router, and an extender. What should have been a simple swap has turned into a multi-day nightmare.
​The Retail Failure:
I went to the store for a scheduled pickup. The store had the items in stock, but because their system wouldn’t "scan" the router and extender as part of the online order—despite a clear confirmation email—they refused to hand them over. Instead of the store manager resolving a simple inventory glitch, the rep forced me to call corporate customer service from the store floor.
​The "Support" Loop:
The online rep and store rep spoke, and neither could figure out how to bypass a computer error. Their "solution" was to cancel the pickup for the router/extender and ship them overnight, claiming the system literally wouldn't allow them to hand me the boxes sitting three feet away.
​Broken Promises & Lost Income:
I was promised overnight delivery. Today is Sunday; not only is the order still "In Progress" and not shipped, but I was just told by a different rep that they don’t even deliver on Sundays and "Customer Service is closed."
​I work from home and am now on day two with zero internet and zero cable because the new set-top boxes aren't compatible with my old router. Verizon’s internal "system issues" have become my financial and professional burden. To be told "there is nothing we can do" while I’m staring at a total loss of service is completely unacceptable for a multi-billion dollar telecommunications company.
​Bottom line: If you have an equipment issue, expect zero coordination between their website, their retail stores, and their support lines. Absolute madness.

I have had Verizon FIOS for about fifteen years, and had no trouble with it until they "upgraded" the system a year ago, and since then have had nothing but trouble. Wifi outages, even the ethernet connection has gone out. I have to reboot the system every day. They sent a repair guy out, and the system was worse afterwards.

I have only had Verizon Fios for 2 years. I have had multiple problems. Their equipment failed but I have to spend a lot of time and energy to fix their mistakes. The service frequently stops working for no reason. I lost all my favorite shows that I had recorded, gone. They didn't care. My building forced me to use Verizon, I had no problems with other companies.

I have been a wireless customer for over a year now. Decided to order the home internet service and drop my cable carrier (Cox Cable). ITS BEEN A NIGHTMARE !! I have been on the phone for at least an hour for the last 3 days, I do not have that kind of time. I wanted to add a simple "Perk" to my order and they setup a whole a separate home internet order complete with a new home router that is being shipped. I called again today and they said "Just simply do not accept the order" however my new monthly bill is doubled, they said oh it will take a few days for things to settle down. Even on my wireless I was getting dropped calls so I called tech support, and they never sent me a refresh signal, I had to call back to get a separate tech, and the original person sent me a "WiFi extender" which I do not need and never ordered. The original problem is not with WiFi its the cell network. Finally after my 3rd call the tech sent me a "network refresh signal" but I had to ask for it because my former carrier (T-Mobile) did that when my signal would start dropping calls so luckily I remembered that and asked if they could do that, and it Worked !! Customers shouldn't have to resolve their own issues. for the home internet service I had to make 3 calls. They never got it right so I had to threaten to return everything and cancel my services. Its been 6 days since I made my first Home Internet service call, and they screwed that up by adding services I never asked for, this took 2 additional days to get that correct and I still see it on my bill !!!!!!!

My service has been degrading for days. Rebooted all equipment and followed troubleshooting instructions. Nothing worked. Called customer service 3 days ina row. Hung up first two days after being on hold for 1 hour. Day 3 decided to see how long I’d be left on hold. Its been 3hours and 2 minutes and not 1 customer service representative has picked up call after AI bot placed me on hold. What organization charges the ridiculously high rates that Verizon does and leaves a customer waiting for 3+ hours and counting. How cheap can a company be to not have enough customer service and support technicians available. Yes, Verizon profits over people. 15 year customer extremely disappointed and likely won’t renew.
After 4.5 hours on cell speaker phone b/c who wants to sit around on hold listening to crappy on-hold music, I hung up without resolution. Verizon’s android TV service is the worst as it hasn’t worked properly since installed 4 months ago.

Awful. Absolutely crooked. They add fees, increase the bill without you knowing it only have CSAs in the Philippines and don’t care about customers. It’s awful.

Called and set up call me back. 30 min later a call back and waited 52 minutes and no one came to the line. No Internet.

HERES YOUR WARNING ABOUT FIOS
STAY AWAY THEY LIE TGEY CHANGE YOUR BILL EVERY OTHER MONTH.MY BILL WAS 149 FROM 12 MONTHS AGO.OK I THAN NOTICED THEY OFFERED 15.00 DISCOUNT IF YOU HAVE STRAIGHT TALK OR VERIZON WHICH I DO.BILL WENT DOWN FOR ONE MONTH THAN SHOT BACK UP TO 149.00 THAN THEY PROCEDED TO LIE MORE AND MORE ABOUT THE DISCOUNT.ABSOLUTLY BAD BUSINESS.

Internet is good, but they have 0 customer support. I would recommend any local Internet Service Provider over verizon fios.

FIOS speed is the biggest plus. Customer service is wretched. If you can actually get through to a rep, they either don't know the answer or give out misinformation. The website is impervious to customer feedback and is terribly confusing to use, to the point that sometimes give up altogether.

I reserve a special word for FIOS TV. Today I received an email: "Your Verizon TV Plan Now Includes ESPN Unlimited!" Great! No one in my household watches sports. We didn't ask for this and resent having to subsidize the viewing preferences of others. I'd much prefer to be able to opt for other programming, but we aren't given that choice.

Finally, the basic TV lineup includes a paltry handful of stations. Compared to Spectrum, it is pathetic. If it weren't for my wife, who highly values the wifi speed for her work, I'd cancel FIOS and return to Spectrum in a nanosecond.

I am writing about the horror experience my family has had with FiOS. My elderly mother had her cable shut down for absolutely no reason. We contacted Verizon Fios and after many hours of being bounced from person to person who had no idea why it was canceled (and even gave insane reasons like the entire neighborhood does not have FiOS, which obviously is untrue) they finally admitted that it was a mistake. They also said, even though it was their mistake there’s nothing they could do about it and that you’d have to apply for a brand new account and this could take weeks to bring back her cable service. She’s now home alone for weeks in complete silence due to Verizon FiOS horrible customer service horrible business, and refused to even attempt to fix the situation.

I never imagined a service could be so bad. I have Xfinity and decided to try Verizon Fios. Luckily, I didn't cancel my Xfinity service. The service was installed, and what a disappointment. I live in a 60ft house, and the router was placed in the living room. 25ft away from the router, I couldn't even run a speed test because the signal was so weak. Another technician came and installed a different router, but the service got even worse. I called customer service, and they told me to put Wi-Fi repeaters throughout the house to get a signal in the bedrooms. It's absurd. I would never recommend Verizon Fios.

I really have no idea what to do. I am a 73 year old disabled and indigent male. I was approved for Lifeline membership on 10/26/2025 and have the confirmation notice from the Universal Service Administrative Co on that date. However, Verizon has refused to grant the discount when it was approved; they have told me that I will continue to pay $158.99 until February 2026, but I must say that the television service that they provide leaves much to be desired. Forcing me to pay that amount and not honoring my Lifeline membership makes me feel that I am being swindled. I notice also that when I try to call to speak with someone, the phone numbers all seem to work with automated answering systems that provide several options for calling, but when my issue does not appear in that menu, that leaves me stuck in a truly unbearable situation.

I just can't take anymore. Realize that my monthly income is significantly lower than the federal poverty level and I have diagnosed disabling conditions. It seems that in my current area of residence, getting any kind of help is mostly wishful thinking. When I make contact and give all the details of whatever issue I need to receive help with, most of the time, I get no response at all. Even worse is that often, I receive incorrect information. I am hardly incompetent, but it seems that trying to swindle me is the name of the game. I am truly collection-proof and survive only on benefits that I can receive that include a Section 8 Voucher, Medicaid, and SNAP benefits, but with an income that is just barely $1,000, that already limits me severely. I just can't take it anymore.

I should also mention that I am a published writer in three languages, but anybody who wants to interpret that as a source of wealth can see my most recent royalty payment on a novel that I have on Amazon that was published on August 14, 2021. The grand total of the payment was $4.46, so that hardly qualifies as wealth. I also have to question that amount when the charge for purchasing the novel on Amazon is $16.

With the antics of the excuse for a federal government that is in charge now, I am sure that life here is going to be like a prolonged episode of The Twilight Zone or The Outer Limits. I just don't know how much I can do to survive when it seems that everyone is just working against me. I feel sick from all this situation. I really don't know what I can do to stay alive now.

I will write complaints, but I wonder if that is just for allowing me to let off steam and nothing more. I'm beyond desperate. I just don't know if I will survive.

I have been battling with Fios Verizon for over 6 months. My HD channels are often pixelated and lack audio. They had a tech come out, changed out some hardware, etc. The problem still persisted. FOUR times they said that they would send new cable boxes. They gave me shipping numbers. FOUR times I have never received them. It is so frustrating. I now can only video non HD channels if I want to be sure that I capture a show with audio and no pixelation. For this, I am paying $385 per month for 2 boxes, low internet speeds and premium package. I am at the point where I will need to find another provider in Pomona, CA. I was going to change to YouTube and then they had issues with some of their providers. Not sure where to turn now.

Horrible customer service. Unfriendly customer service. Moving out of state so decided to cancel my Internet service after one year with fios they said I have to return the router which I agreed but they decided to charge me restocking fee of $50. I asked what’s the restocking fee after I had the service for one year they said that’s your policy and even after one year of service, they said they’ll charge me $8 extra for stopping the account even though I did not sign any contract and I was told I could cancel any time, but I’ve been with them for one year. This is bullshit. It’s robbery. I paid the money but I will never sign with FiOS ever again.

Customer Service Rockstar: James, but the person's real name is Jerobeam April... Please if anyone from Verizon would ever see thing give this man his flowers and make those flower a huge bonus! Jerobeam went above and beyond and I know most reviews for Verizon Wireless should be bad but this dude was awesome, helpful and a real professional.

I am beyond frustrated with Verizon’s handling of this issue, which reflects a serious failure in basic service provisioning and customer support. I am the property owner of a two-unit building. My new tenant requested internet service for her unit, yet Verizon incorrectly activated service on another tenant’s modem, disrupting an existing account. This error should never have happened.

Attempting to resolve this took nearly two days because Verizon’s automated system is deliberately designed to prevent customers from reaching a live agent. When I finally spoke with customer service, the representative was unable—or unwilling—to correct Verizon’s own mistake, claiming she could not confirm that there was more than one unit at the property.

This explanation is unacceptable. I was a Verizon customer for nine years, five of which I lived in the very same unit my tenant now occupies. Verizon’s records should clearly reflect this. I also provided the serial number of the modem located at the property, yet I was told it could not be verified. Activating service on the wrong modem without confirming the correct unit is a clear Verizon error, and refusing to fix it due to internal system limitations is not a valid excuse.

As the property owner, I provided accurate and authoritative information, which was ignored. Verizon created the problem, disrupted a paying customer’s service, and then placed the burden of resolution on me. This level of incompetence and lack of accountability is unacceptable. I expect this provisioning error to be corrected immediately and for Verizon to take responsibility for the disruption and inconvenience caused.

Billing for fios internet. Beware, they charge for the complete month even if you cancel the service 1-day into the billing cycle. No pro-rating. My Mother passed away, I canceled the service and then received a "final" bill. In my case it was 4-days after the end of the previous cycle. So, full price for 4-days of unused service I decided to overpay the bill by $1 so they have to figure out how to get that dollar back to me.

Rip off! After being a loyal customer for over a decade, they charged me for a full month of home internet after I moved. I made the mistake of cancelling my service before the end of the month prior to my move, but two days into the next billing cycle. Heads up….They don’t prorate the charge. I wish I’d done my homework and changed services a decade ago. It makes me ill to think of all the money I wasted paying Verizon for services that I didn’t need to pay. I’m literally saving almost $100 per month using a different company now.

My mom has to work to rent our house and she told me since she had to work to help her pay the bill with a gift card that needed her email to work. When I typed in my phone number hers came up. They denied me to help her use the gift card and threatened to make it a security matter even though we are both on the account. Complete utter bull shit. My mom needed me to call so I could help because I help her all the time. I will not call them anymore. If you give a customer a gift card just make it at least usable.