VerizonReviews of verizon.com

Verizon is great when it works, but very much not so when there are any issues. Have had verizon home and wireless for over 20 years. Home worked more or less okay back when I had FIOS in a major city. It worked, but it was a huge pain to get anything fixed when it did not work. Now they want you to be available between 8am - 5pm, they won’t even let you choose between wasting your morning or your afternoon, you have to take a WHOLE DAY off work for a tech to come. The representative promises that the tech WILL call shortly before they arrive, but they NEVER do that anymore. At best one gets a text message that tech is on their way and should be there shortly - then it takes more than 3 hours for said tech to appear. Now I’m in a boondocks and am stuck with verizon DSL. My “plan” has an internet speed of 15mbps but my equipment aka verizon home phone is over 10k feet away from the switching box, so the only speed the existing equipment can support is 3mbps - confirmed by my own frequent testing via fast.com. Am UNABLE to downgrade to a speed manageable by verizon equipment / phone line. Verizon refuses to upgrade existing equipment AND refuses to downgrade speed / mpbs. Have spoken to reps, techs, sales, and so forth, have spent countless hours on the phone bickering with them all and explaining the same thing over and over ad nauseam, even more hours on endless hold, have had dozens of techs come out to my home over 2-3 years to tell me exactly the same thing: my plan speed is too high and the verizon physical equipment does not support my plan speed - my mbps NEEDS to be reduced for my internet to function. One tech finally had a network guy explain to him, and then to me, that the person I inherited the phone line from had apparently been sold 15mbps by verizon, but what this person was NOT told was that once one upgrades, whether verizon equipment can support the upgrade or not, one is STUCK with this upgrade forever, with no chance of backing back down. So. I AM FORCED by verizon to HAVE A SPEED THAT VERIZON EQUIPMENT DOES NOT SUPPORT. In addition, I did not want a contract, although without a contract the monthly fee is twice as high. My monthly bill suddenly became suspiciously low, and when I checked into that I discovered that I had been placed into a 2-year contract. I DID NOT ASK FOR THIS CONTRACT, IT WAS DONE WITHOUT MY KNOWLEDGE OR APPROVAL. BUT, I can’t back out of this unwanted unapproved contract either, because “I allowed it to go on for a month and did not contact verizon”. It is impossible to see in what manner your phone / internet has been messed with until you get your bill. So if I quit verizon, as several of the techs who have come to my home have recommended, I will be charged a very high penalty fee for breaking a contract I neither requested NOR approved. Verizon wireless has been another nightmare. I purchased an iPhone 6 overseas. I thoroughly researched it and made sure it would function in the U.S., I even chatted online with 3-4 verizon reps about this (every time you call or chat they tell you something different). All research indicated that all it would require was a change of SIM card. Contacted verizon via chat and had a SIM card waiting for me when I arrived. It didn’t work. Went through the usual nonsense of reset, reconfigure, and so forth, several times. Ended up getting at least 15 SIM cards from verizon; none of them worked, and was constantly told to go to verizon store - which is a real problem in a boondocks with no public transportation. After the first few times I went to the store, my battery would no longer hold a charge ... how odd, battery was fine before allowing verizon store reps to futz with it. And not a single SIM card would work for long after leaving the verizon store. This was supposedly due to having purchased the iPhone overseas, and I was instructed numerous times to purchase a new iPhone from verizon, which I was unwilling to do at that time as my iPhone was merely 2 years old. This went on for over a year. On one occasion when I called verizon yet again for my SIM card failing, I finally got a technician who actually knew what he was doing - he did a local equipment reset and lo and behold, my iPhone has been working ever since. After all these years of being forced to call verizon constantly for the same home and wireless issues, I now realize that nobody has a clue what they are doing, or saying.

Overcharged and claimed late when payment was right on time, be careful

I transferred to Verizon 1 week ago from my old carrier, and I lost the internet service since then.Their technical support team asked me to reset everything on my phone (made me lose all my wifi password) and not working, so he placed an order for a new phone shipping to my address. It didn't arrive on the date the agent promised, then I checked with their customer service again, the lady said the order shipped to one of their stores somehow.... I called the store, the store manager told me there's no that order exist... Then the customer service told me that the order was not approved by the tech team's manager and need to cancel and replace this order. I've lost my internet service for a whole week and spent 6+ hours talking to their agent via phone call without getting this problem solved. It's the worst experience with phone carriers so far.

Don’t do it. All they have to do is get information to flow. That’s it. It’s an old technology now and should be blazingly fast and efficient. Instead their DSL is slower than cell service, it’s even slower than old dial up. Pathetic.

Let me tell you about an experience which a friend of mine had with this company. His payment record was perfect. Sometimes he would even pay an extra month in advance if he was going to be away or had a few extra bucks to keep his land line. One day, without notice, he lost his dial tone. Called the company. Company rep said they were installing fiberoptic lines in that neighborhood. He asked them when they would get the service restored. She said to call another number (which he did). At the other number, he made an appointment for a tech to come out a week to 10days later to restore service. In the meantime, no phone, no service, and no credit. An hour ahead of the appointment, a customer rep called and asked him to confirm the appointment and said if he did not call back in 1/2 hour or less it would be cancelled and he would have to res-schedule!. Then at the appointed time, a tech called him and wanted to know where he was because he could not get inside to fix the wires. (Note: on every call, the cusomer notified them the problem was outside on their wires). Needless to say, a frustrating experience. For the period of the outage, based on prepayment for part of that month, Verizon owes him about $7. But wait, it gets worse. He notified them to cancel the service retroactively because they faiied to provide notice for the outage and failed to provide a credit for the time of the outage. Then they continued to send bills for 2 more months of alleged service (totalling about $70). Then when he (justifiably!) did not pay, they hit him with a late fee! And now, for the real kicker, when he refused to pay, then sent his credit bureau a notice that they were charging off his account, which dropped his FICO score about 140 points!!!! If you were in his shoes, what would you think of them? @#$%&^&*()!

They are liars. Absolutely do not talk to them without making an audio recording. They of course are recording you for their own purposes. If they were honest, you could deal with them in writing, but they make you use their awful call centers which they use to your disadvantage. If you don't record your interactions with Verizon, you have nothing to fall back on. They'll say anything. Also, be sure to take screenshots of any online transactions on their web sites. You'll be glad you did when they screw up your order or don't give you what you wanted and try to call you a liar. All of the above applies to both wireless and Fios. Also, their Asurion insurance is garbage. If your phone is lost or damaged, you'll still have to pay significant money and they'll send you a refurbished phone that you could have bought cheaper elsewhere.

Verizon converted my mother's building in Queens to fiber, thus forcing us to consider FIOS. This was a bad experience begeinning to end. First of all, they make renewing lifeline eligibilty difficult. But I figured it out and mailed the renewal application, they simply lost it, so for months she was paying $15 a month more than she had to. Then the whole - we cant talk to you without a pin number - horror played out. She is half deaf and half blind and one quarter senile, so its all very difficult to deal with. Finally I step in and Verizon talks to me. their pricing is very opaque. They try to con you into signing up for packages without revealing the full costs. I could never get a straight breaksown of how much each service costs. When asking about lifeline, just long holds and blank stares. Eventually I settle on the double play, voice and internet only. they quote prices with taxes and fees not included. They baited me with a double 'loyalty' discount. I agree to a price quoted in writing in a text message. LAter find out price does not include taxes. Then the tech comes, and he takes five hours to run install fiber. Delay is due to central ofice not turning on service as their is confusion over which plan I actually ordered. This is on a Friday before XMAS, the poor guy is stuck with us until 630 PM. Also he cuts the wrong coax and wrong copper, but I only caught the coax mistake as we were waiting so long for him to get authorization we happened to turn on the TV. Verizon tech also does not check all phones, next day we discover only one phone works via new fiber connection, so Verizon has to send us another guy to fix it. Then a few days later I happen to review Verizon emails, and notice one that gives an estimated bill saying our new double play will be $142 per month!! I call Verizon and the dopey person and ask why is the loyalty discount dropped? She's totally helpless and says she will call back in five minutes. No call comes in 24 hours. Now I decide to look at other options. And by the way a promised new Lifeline application is to be mailed and it of course never arrives. Cable company offers a double play with wi-fi for $60 icnl. tax. We cancel FIOS, and after a week still have received no instructions on how to return router. I even checked my messages on their website in My Account. We had our time wasted, our internal wiring disturbed, lied to at multiple stages. In contrast the cable company has already called me three times asking if all is working well, and they even changed the new phone number to a easier to remember one and did it cheerfuly and professional. VERIZON is managed by liars and thieves. STAY AWAY from FIOS if you can get cable or 4G internet as an alternative.

Terrible customer service- might as well be robots. Zero care - over charged several times then after calling to find out the details....and assured it was adjusted.... received a bill for 800+ . ...called again and it was finally resolved to a lower still very unlikely bill for 1 phone....switching to T Mobile.... Unfortunately- companies don't REALLY care...and training is obviously taught this way.