
I was very excited to discover that Verizon FiOS was available at my new apartment. The highest speed Internet access available, high definition television service, and a land line with unlimited calling - sounds great! All for 1 low price! I signed up online, agreeing to a 1 year contract for the bundled services.
When the date of installation came, the tech arrived promptly with bag-o-goods in hand and good/proper/understandable English-in-mouth. I showed him the points of connection (the living room for TV and the office for Internet and phone) and he informed me of his first objective: go down to the buildings wiring closet and get things connected.
Aside: I think I was the first person in the building to get FiOS. It had only been available for a week in this location and… well i’ll get to that later.
After about 30 minutes the tech returned, slightly chagrined, and informed me that the cable lines to my apartment run to one wiring closet, while the phone lines run to another… Therefore, the order has to be modified so that account can be routed correctly. He called the central office to get the process started, set up the set-top-box, modem and router, and said he’d be back in a couple hours.
2.5 hours later, he returned. The central office still hadn’t gotten the changes made. He went back to the closet to do some additional work, and returned an hour later. Everything was working. He showed me how the TV stuff works, and made sure my computer could hit the interwebs, asked me to sign something, and left. In total, the install took about 8 hours.
Shortly thereafter, I was browsing the channels and realized that I didn’t have MOST of the HD channels which were included in the Premiere Package. I called tech support, who instructed me to call the billing department between 9-5 M-F.
Monday morning at work, I called the billing department which informed me they had made the necessary change, and I should have all the channels when I got home. Guess what… Nope.
Repeat. Repeat. Repeat. Repeat. Repeat. Repeat. Repeat.
2 weeks and 8 calls later, I FINALLY got the HD channels. They looked stunning - nearly Blu-Ray quality. Most in 1080i some in 720p. (however fewer in quantity that most cable providers and FAR fewer than DirecTV)
Next day, I got a bill. $293. Ummm, lets see… TV service and Internet service are FREE for the 1st month… Installation/activation is $30… So I’m paying $263 for phone service??? Upon further investigation, I discovered that I did not receive a free month of TV service, and further, I was charged $140 for an “additional wireless router” which I neither received nor wanted.
(Ok, let me speed this up) Call billing. Get transfered. Hold for an hour. Get transfered. Get disconnected.
Call billing. Get transfered. Hold for an hour. Explain the situation. Get promised 3 credits on my account.
The following Saturday there was a thunderstorm. TV/Internet/Phone all went down. The set-top-box no longer turned on. The modem smelled like burning electronics. The router kinda turned on but not really.
I called tech support and they said the earliest someone could come out was Monday afternoon. 3 days without service and another 1/2 day off work????? No one else in the building has the service??? (This further solidified my understanding that I was the first in the building to get FiOS)
Monday morning I called to cancel my service. What followed was the best Verizon customer support experience ever. Quick, easy, no transfers. They told me there would be a $179 fee for breaking the contract. I said “Nu-uh! You did it first!” and they said “Ok, never mind.”
They instructed me to box up all the gear and take it to a UPS store and they would take care of everything. I did. They did.
Now I’m just waiting for the final bill from Verizon and the first bill from Cox Communications… but those will probably be 2 other stories…