Verizon FiOS Customer Service Issues

I ended my Verizon account about four months ago without being under a contract. Despite canceling my phone service, they kept charging me for my tablet for three months. After reaching out to Verizon on December 4th, they acknowledged the error and promised a reimbursement of $[redacted].18 for two months of overbilling. However, I recently received a debit card only with $27.50 instead of the agreed-upon amount.

I have been trying for three days to cancel my service, but I've been on hold for a total of three hours, which is unacceptable. After finally reaching a representative in a different country and completing the verification process, I was informed that someone else would have to call me to disconnect the service. However, I never received that call despite contacting them again as advised. This lack of follow-through and poor customer service is unacceptable. As a result, I have removed my service from auto-pay and will not be paying any outstanding bills. Consider this my notice to Verizon.

I have tried to contact you multiple times today without success. After finally reaching out and speaking with Patricia around 2:30 PM, I explained my issue regarding the missing third box. While on the phone, Patricia put me on hold to check on the status of the missing item, but I ended up waiting for more than an hour, which I find unacceptable. Back in mid-December, I requested an upgrade to our DVR capabilities, and although we received two new boxes, the third one is still missing. Despite receiving reminders to return the original boxes, we held off because we were waiting for the complete set. Now, I am still on hold and seeking assistance regarding the missing third box.

I need to ensure that my billing is sent to my home address instead of direct payment. I also need to deactivate my account and request a temporary password to create an account to turn off my service. I contacted customer service a month ago for these changes, but nothing has been processed. I have switched to Comcast and will not continue paying for a service I am not using. The sign-in process for My Fios is frustrating and has locked me out. I have equipment to return and want this service disconnected promptly. I expect accountability from the customer service team. I used to be a loyal customer, but the poor app and service quality led me to leave. Please resolve these issues promptly so I can move forward. I have contacted customer service multiple times without receiving a temporary password or a paper bill. This lack of service has caused me to end a 10+ year relationship with your company. I aimed to enhance my service with faster internet and enhanced security, only to face issues with the app. Please address these concerns promptly. Thank you, Wayne.

I, William Paul Smith, the son, guardian, and power of attorney for Gloria Smith, have been attempting to cancel our service with you for over two weeks without success. Meanwhile, we are receiving delinquent notices. Gloria, who is 93 years old and suffering from severe dementia, is currently in a nursing home in Rhode Island, and the property was sold and closed on January 12, [redacted]. The new owners wish to take over the account but are unable to do so. I believe a PIN number is required to access the account, but to my knowledge, one was never created as my mother was not familiar with setting up accounts online. Despite speaking to several representatives who promised to assist, no resolution has been reached. I am located in Florida while the house is in Rhode Island. I urgently need the service canceled and payments stopped. I can provide all necessary documentation regarding my guardianship and power of attorney. Please, I implore you to help resolve this issue promptly. I can be reached at [redacted].

I recently relocated to an area without Verizon FIOS service and had to terminate my contract early. As instructed, I submitted three images of the letter notifying me about the move through verizon.com/etfwaiver to claim my $[redacted] Early Termination Fee reimbursement. However, I received repeated responses stating that my name and address were not visible on the copies. Despite circled and emphasized addresses, the replies insisted on clearer images showing both details. I am willing to share the three .jpg files for review to show that the address is legible upon zooming in. I seek advice on how to proceed as I aim to recover the fee either by crediting the debit card on file or by receiving a check at my new address. Thank you for your help in this matter. - T. Arbige

I need immediate assistance moving the router from the basement to the main level of our [redacted] square foot home in Springfield, VA. The security cameras are not functioning properly and disrupt the wifi when connected. The booster on the 3rd level also does not work. Please send a technician who can relocate and install the router on the main level promptly. We have had previous technicians attempt to fix the wifi issue without success. It's crucial that we have someone who can communicate clearly in either English or Spanish address this urgently. Thank you for your prompt attention to this matter.

I need to request a phone number change for our Fios HOME ACCOUNT. Last week, during a Fios installation, Verizon assigned us a new number [redacted]. We would like to change this back to our previous number [redacted], which we have used for 40 years. To provide context, my wife recently ended our prior Verizon Fios HOME ACCOUNT agreement under my name, ROBERT MENDYK, as the Billing/Account Owner. She seeks to have a new Fios Account under her name, MARIA MENDYK, with updated account details. Her goal is to align her Verizon HOME account with the information in her Verizon MOBILE Account.

I have been struggling to return equipment to the UPS Store in downtown Ithaca due to lack of parking. Could someone please send me a return label or arrange for a pick-up? I don't want to be charged for unreturned items. I am willing to go to the UPS warehouse in Cortland on Franklin Street if necessary, but a return label would be much appreciated. This is Anthony, my contact details are available. Thank you.

I have the Verizon FiOS Ultimate HD package, but I haven't been able to watch TV recently due to family emergencies. I noticed a week and a half ago that the music choice channels said "not subscribed." When I tried to watch this week, channels 50-[redacted] and maybe more showed the same message. I checked my package, and it still says I have Ultimate HD, but it told me to wait for the channels to update. I've spent around 8 or 9 hours in online chats without a real answer or getting timed out. The phone numbers I tried were automated and not helpful. Feeling frustrated - should I consider switching to another provider?

On Friday, June 18, I went to a Verizon store to receive a new router and ended up renewing my contract with them, obtaining all new equipment. Unfortunately, when I got home, nothing was working because the staff member who helped with the contract forgot to activate my account. I have spent hours talking to Verizon staff over the phone and in person but the issue still persists. I urgently need this problem resolved today because it's becoming increasingly frustrating. The explanations given for the delays are all policy-related, however, I believe my situation requires a unique solution. You can reach me at [redacted].

I've been attempting to transfer 2 phone numbers from Comcast Spectrum to Verizon to start using Fios internet for around two weeks now. Comcast has given the green light for these transfers, valid until August 7. However, there have been mix-ups between Verizon Fios and Verizon Mobile, resulting in a lack of an active order with Fios currently. Starting a new order might restart the 2-10 day porting process. I'm looking to contact someone at Fios to verify the existing port approval instead of initiating a new timeline. I may need to maintain my Comcast service until the numbers are fully transferred, but my lease is ending soon. Each call to Verizon has lasted approximately 90 minutes, and I can't keep up with this. Any help from your end would be greatly appreciated.

I am reaching out on behalf of a permanently disabled cancer patient with type I diabetes who is experiencing vision loss. Due to health concerns during the pandemic, she tried to get WiFi service from Verizon for her children's homeschooling but ended up using Optimum instead. Despite numerous attempts, she has been unable to cancel the Verizon service and settle the bill. Recently, Convergent Collection contacted her with a "Pay for Deletion" offer, which she paid. Now, she is being told that the negative report will not be removed from her credit, causing significant hardship as it hinders housing assistance for her family.

I would like to request to add more services, specifically TWC and CNN, to my plan. I am willing to pay for these additions, possibly around $50-$75 more per month. Calvin, the customer service representative, was very capable and respectful. Despite my exhaustion from working long hours due to the pandemic, I appreciate the service provided. I understand that my bill payment may not always be punctual, but I have a history of payments since [redacted]. Please add the desired services as mentioned. Thank you for considering my request. Sincerely, Julie M.

I canceled my FIOS service on August 4, [redacted] and later received a bill for a partial month of service from July 13 to August 13. When I initially signed up for FIOS service, my billing began mid-month because I had to pay "up front" to start the service. This meant I would always be billed for "future service." I expected to receive a refund for the unused service from July 13 to August 13, as the billing should have been for upcoming service each month, not for service already provided in the past. My account number is [redacted]-[redacted]-54. Please review a chat conversation I had with a Verizon representative on July 2, [redacted], which supports my claim. I appreciate your assistance in resolving this issue. - William Harris

I canceled my FIOS service on August 4, [redacted] and was billed for a partial month of service from July 13 to August 13. When I initially signed up, I had to pay upfront for service that would start mid-month, meaning I should have been billed for future service. Rather than being charged for the period of July 13 to August 13, I believe I am owed a refund for the unused service. My account number is [redacted]-[redacted]-54. I had a chat conversation with a Verizon representative on July 2, [redacted], supporting my claim. I appreciate your help in resolving this matter. - William H.

I am extremely frustrated and upset with the service I received. The technician arrived this morning to set up my internet, but unfortunately, they forgot to bring the necessary equipment. As a result, they were unable to complete the installation and despite saying they would return, they never did. The boxes were left outside my house, leaving me unable to go to work or carry on with my day. I urgently require another technician to come as soon as possible, or else I will have to cancel the service. This level of service is unacceptable and disrespectful.

I received my Verizon Visa credit card recently and I would like to update my autopay settings for both my Verizon Fios and Verizon Wireless accounts to be charged to this new credit card. I am looking forward to earning the 2% Verizon Dollar Rewards. However, I still want to keep the $10 discount per phone line and for the TV/Internet Fios account that I currently have. I would like to make this switch without any increase in my monthly bill amount.

I am experiencing issues with two TV boxes and an extender modem not receiving any data. The Fios-G1100 is functioning correctly, but one TV box connected to the same splitter is not receiving any data. The other TV box and extender modem connected to a separate coax cable are also not working - the extender is unable to connect to the internet, and the second TV box has no data reception. All cables and splitters have been checked and are secure, and nothing has been altered since the problems started.

I'm looking for a place to return my Verizon FiOS equipment since the nearby locations I've tried don't accept returns for FiOS gear. How can I return the equipment without facing charges? The online portal indicates I have until December 23rd to return the router, but I canceled my service on December 8, so I believe I should have 30 days from the cancellation date to return the equipment.