I absolutely, unequivocally adore FiOS. I was in one of the lucky first neighborhoods to get it and it was flawless for the years that I had it. When I decided to move, I was terribly disappointed it wasn’t available in the area to which I was moving. I hope to someday live where it’s available again.
That said — beware of the cancelling process. Especially if you’ve made the decision to not spend the money on a Verizon phone line. I had internet only – no TV, no phone.
I was talking a few months ago to someone who works for Verizon and he commented it’s amazing they stay in business with the dumb things they do. I would concur.
Weeks before my move I checked with Verizon via telephone on how to cancel my service. I was told to return the modem to the local Verizon store.
It was something I dreaded. I wanted internet until the last possible moment which meant I needed to turn in the modem after the movers took my stuff and before I left for good the next morning. I was completely exhausted when I walked into the Verizon store nearest my home and was promptly told “Oh we don’t take modems here. Only certain stores taken them and the nearest one is blah, blah blah.” I had way too much to do to do a tour of the Dallas area seeking a Verizon store which would actually take the damn thing.
I called Verizon on the way back to the house and the guy on the phone said he’d cancelled my account and wanted my new address to send a shipping box in which I could return the modem. Sounded perfect because that meant I didn’t have to deal with it before getting out-of-town.
The day after I arrived at my new home I boxed up the modem and power supply and got it on its way to Verizon. Problem taken care of.
Not even close.
I realized a couple of months later I was still being billed by Verizon. I called and after being transferred five times I explained my problem. 45 minutes later someone finally said they had indeed received the modem and they would cancel my account and start the refund process.
I was billed again the next month. I called again and queried at the end of the call requesting my account be closed and a refund processed — Don’t you need my new address? Oh no, they weren’t able to change the address. The account was closed so no changes were possible. At this point I figured I had about 2 hours of phone time into this issue.
They said they would send all correspondence to my old address. A final bill would go there and then a couple of months later a check would be sent there as well.
Working very had to not get hostile I explained that I hadn’t lived there in three months and my mail forwarding had expired. They had to change my address. Another half hour on the phone, transferred to three more people and the person finally thought they had the address updated.
The final bill did come to my new address. Two months later when I still hadn’t received my refund check I gritted my teeth and called again. My refund check had just been processed and I should have it in a few days.
It took more than a few days because they addressed the check to the old address, but fortunately the USPS forwarded it on to me.
Five months to cancel the account and get a refund for 3 months of billings after it had been cancelled. With the incompetence of the people I spoke to and the clumsiness of their system I too am surprised they stay in business. In my opinion FiOS is a great product, but Verizon needs to bring up the rest of their systems to match it.
about 2 weeks ago, I applied verizon fios triple pakage service for internet, home phone, and TV. It cost more than $160 per a months for the first 2 months. When I tried to connect wifi on my tablet, it continued to be failed for sevral days. And I had a chat with technical support via phone. he told me that the router did not support wifi for my tablet. But when I requested to replace another router that can sopport my tablet. They repeated that they could not because it was the newist and most advanced router. Now I have to use my mobile hotspot service for my tablet to be connected wifi internet. I wasted more than about 5 hours with struggling with representatives of customer service center.
That was my worst service level that I have ever experienced. I’m so surprised how the Verizon can be still stand on with this kind of poor service level.
I had just regular old Verizon, not FiOS. I called to cancel my service because I was moving and was told it was cancelled no problem! A month later money was taken out of my account for the next month’s bill, so I called them to find out what was going on. They told me my account was still active and that it had never been cancelled. Cue to them saying that I should have gotten an email confirming the cancellation and that they’re more than happy to cancel it again. After that call I promptly went online to remove the auto bill pay to prevent them from taking my money again.
Another month later (earlier today), I noticed that they had taken money out of my account again! I went to the account and was able to log in…red flag number one. Upon logging in, that auto bill pay was still enabled, so I cancelled it again and took screenshots. I called them on the phone and went through the whole thing again, except this time they’re saying they have no records of me EVER calling them besides to set up the service.
I have the guy make sure that the account is cancelled correctly and to forward me to the department that can issue me a refund. He puts his manager on the phone, who assures me that I have never called them and that he will put in the cancellation for my account today and that I will get an email shortly confirming that. Well, it’s been 6 hours and I still haven’t gotten that email, my account is still active, and the auto bill pay seems to have turned back on.
I’m at a loss as to what to do, but I’m not giving up. I did however get the order number for the cancellation this time, so at least I have that going for me.
Good luck — I hope it works out for you without too much trouble.