Verizon Fios

The worst experience ever! Not only did it take forever from them to call me to set up an appointment for new service, the rep and supervisor showed no empathy. I was also provided the wrong pricing information and account number. An hour of my time was a waste. To make it worse, the first available appointment isn’t until June 26; so basically I have to be with out cable and wifi. I will never refer anyone to this company for services.

Wish I could give Frontier NO stars. For a communications and technology company, Frontier doesn’t know how communicate with customers, or how to manage technology. The incompetence at this company is astonishing. It simply boggles the mind that it can be so bad. I have for years, with Verizon, temporarily suspended phone, internet and TV service at our winter home. This year, I ordered the same suspension, to no avail. In spite of several phone calls to Frontier, following holds of an hour or more, escalation to supervisors, numerous disconnections and promises to resolve the issue, my service is still not suspended, and I am still being billed several hundred dollars a month in charges that are not authorized. It is beyond frustrating. I’ve never seen such abject incapability in my life, and I know I’m not alone. AVOID FRONTIER AT ALL COSTS.

Extremely slow basic Internet service. Verizon Fios was acquired by Frontier recently and despite grand promises, nothing has improved.
Assuming this is purpo$eful to frustrate customers into upgrading. Not happening.
If I didn’t need TV access for elderly parents, I wouldn’t have it all. My smart phone is faster.

frontier is the WORST OF THE WORST, switching over from verizon after 15 years is a nightmare, waiting 3 weeks to get some service, no phone, no cable, no internet then they want to raise our service $ 80.00 I’m so done with them. told them i needed 30 mins. to get to the house from my job they call and give me 10 mins. not happening so i call customer service to have them wait they reschedule me another 5 days out. PISSED TO NO END… something needs to be done about a business so f ‘d up as this they need their license to have a business taken away and everyones monies returned to them. the comment michael k. made is true i loved verizon if there was a problem they were there to help this frontier bunch can go scratch…

If I could, I would give them less than the one star. Frontier Communications recently acquired Verizon Fios and they have absolutely ZERO customer service and are in waaaay over their heads. After waiting 3 weeks for my instal time and receiving nothing after one initial e-​mail, the installer never showed up. I called in two days prior to confirm my install date, was told that everything was set and they would be here between 8:00am and 6:00pm! I took the day off from work, where I am paid on commission and spent the entire day waiting. At 4:00pm I called in where after being on hold for 30 minutes I was told my instal was cancelled as there is live service under a different name in my apartment. Nobody bothered to call or send an e-​mail and now they’re demanding I send a notarized copy of my lease and then they can see when the next available date is to maybe come out? This is simply unacceptable. I requested to speak to a supervisor whose English was worse the the representative’s and when I requested to speak to his supervisor, I was put back on hold for 30 minutes then hung up on. Frontier is the worst company I have ever had the displeasure to deal with.

OMG the worst customer service I can imagine. I must have made over 10 calls waiting on hold for over 30 minutes each time in order to get a hold of the repair department. My fax phone line has not worked for over 2 weeks. All I got was empty promises that someone would be at my office to repair the line. Not until I kept on calling and asking for a supervisor did I finally get someone to come to my office and fix the line. So much wasted time on the phone with agents who truly do not know what they are doing. So upsetting.

I felt I was paying too much for slow speed internet which is the only service I use. Based on the Fios phone rep recommendation to lower my monthly fee AND increase my internet speed I added a 2 year contract for basic local channels TV + internet bundle with Verizon Fios. a couple of weeks before the surprising Frontier take over. It seemed like a solid recommendation. The rep said he would make a note on my account to credit set up charges since there was no «installation». Out of the blue Frontier becomes my provider and I’m getting all these crazy charges from Frontier and Verizon. Frontier doesn’t offer this bundle. Way to go Verizon.

I only thought Verizon was a problem. Since the switchover, we spent over a week with no phone, no internet and no TV service. The bills, however, keep coming. Then, after literally hours on the phone we finally got a service man to come out. BEFORE HE EVEN LEFT the property, the phone went down along with the TV service. Then, he came back in and «fixed it» for over a week now, we have had NONE of the premium channels. I have called and spoken to two people now. The last, two days ago, gauranteed it would be repaired by yesterday. I wish I could give them ZERO STARS. I hope TIME WARNER is better but I see they are now selling out too. There must be some oversight by some government dept. and I intend to find them. This might be good for a class action by some aggressive Attorney. We are simply being charged and then not getting what we are paying for.

Changed to frontier… on for 45 minutes with them and they can’t even pull up my acco7nt. I have given them everything short of my social security number and first born. I’m calling because the technician never showed up for the 4 hour window appointment. Do not get internet service through them worst ever. It’s not worth it.
Update…was on the phone for 2 hours and they were never able to find my account and yet I have a bill from them… I can’t even explain how frustrating this is.

No phones service for 10 days now??? WTF??? Worst customer service ever!!!

What a JOKE!
Thanks Verizon for throwing all of your customers under the bus when you sold us to Frontier.
Since the switch took place two days ago, I have had all three of my services shut off, then I was able to get my internet and phone back on line only to now have my telephone ringing every five minutes or so. I get one ring on my telephone every five minutes so they put in a trouble ticket and I was told it will be fixed within the week. Not only that but, my voice mail pin number was changed to who knows what and I have to wait another day for ANOTHER trouble ticket to be able to listen to my voice mails.
I have spent a total of 5 hours on the phone with various departments (some in India, some in Philippines and some in U.S.)
As I am writing this, after being on the line for well over an hour, I was disconnected!!!

One star because I can’t give it zero. How can a company manage to screw things up in less than a week? Good riddance.

Frontier is pure garbage… I have been without cable or internet for 10 days now. They have informed me a tech will be out on Wednesday… That will be a full two weeks without service… Meanwhile I have spent over 9 hours on the phone with them to try and resolve this issue… They have made three attempts to get a tech to my house and twice they never showed up… The third time he couldn’t figure out how to fix it… The whole time customer service has been complete crap! You guys are the worst!!!

Sold off to Frontier Communications, last night everything was fine until about 8:30 called tech support, received help from someone that was in an outsource company. Was given a line of crap that there was an outage in my area. Woke up still no service, then called tech support again and told there was no outage, and then an hour later, told they couldn’t do anything on their end, and they would get someone out sometime by the end of the week. Then was hung up on.

Thanks a lot Verizon! Selling your loyal customers to a bunch of incompetent idiots at frontier! Been trying to get my services fixed here in Cali for 4 days and all I get is a run around while hearing the same blah blah blah bullshit from people in the Philippines! Switching to Time Warner bitches!

Thanks Verizon for selling off your customers like slaves to Frontier.

Frontier has bought out Verizon. Now we have no landline service, but they have promised to take care of the problem sometime this year.

Eccchhhh. So Verizon is dumping me off to Frontier for my fiOS and internet access. Wonderful. Tomorrow is the cut off and I have been sent emails *encouraging* me to create my new Frontier User ID and… the system is down as confirmed by my call to their wonderful customer service which is inconveniently closed in the evenings… the day before a major launch. I am not very impressed with Frontier so far.
Thanks Verizon. This is how you reward your longtime (I’m talking 20+ years) customers? I don’t know why I am surprised.

Thanksgiving Day 2015:
As an update to my post below, just got my first bill after working with FIOS executive level service for several more hours last month. This month the issue was supposed to be resolved. Instead of removing the erroneous recurring monthly equipment rental, now they have added another recurring $ 12 monthly charge. So after trying to resolve this since may, now Verizons top customer service teams have managed to double my problem instead of resolving it. Unbelievable. I have wasted over a thousand dollars worth of my time now, with no resolution in sight…
The customer service nightmare:
Verizon fios has great technology, but the customer service follow up is the worst I’ve ever experienced. My DVR was defective several months ago, and I was directed to a customer service rep in The Phillipines. Instead of replacing the defective DVR, she charged me for a second equipment rental. I’ve been trying to resolve ever since for months (they don’t have email, only telephone service). 8 calls and 3 managers later, later I’m still being billed. Always promises of a call back to confirm resolution, but not a single call back. Verizon service is a terrible rabbit hole that wastes hours and hours of your time with no accountability for resolution. The Verizon service reps see the activity that’s happened on my account, but no one cares.
Avoid Verizon FIOS unless you have dozens of hours to waste on the simplest customer service issues.

I certainly have no idea what the other reviewers here are experiencing, but we went to Verizon FiOS the day it was available. We switched from Time Warner, who had bought the old Adelphia cable when their founders were sent to prison for looting the company. If you looked up «Horrible» in the dictionary, you’d see Adelphia’s logo.
Since day one (over five years), our service has been 99.99 999% perfect. The TV never goes out (TWC would die at least once a month), our landline phone service has been maintained as a landline, our Internet connections are blazing fast, and all of those and our two cell phones are bundled for billing.
On the occasions where I needed to speak to someone, that person was based in Frisco, Texas. They even have an app you can download to your computer to fix those rare occasions when the set-​top box has issues. It has worked every single time.
Sadly, as I write this, Verizon has sold their FiOS system AND their landline business in California and Texas to Frontier Communications, one of the 10 most hated companies in the US. So, everyone here, good luck with that. I’m now looking for some kind of streaming service.