My Experience

On the day of the conversion from Verizon Quantum to Verizon FiOS TV One, the install techs were at my home for 13-hours. We started with one tech in the morning and had two more arriving throughout the day. Each seemed like good people who were trying their best to get things working. Eventually three of the four TVs were operational, but the TV in the master bedroom just refused to work. The techs tried alternate set top boxes, coaxial cable run from another room, a power conditioner, etc., all to no avail. Eventually we moved to the WiFi based network, which seemed to work, at least for a few hours.

When I went to bed that night, the master bedroom TV had no signal.

I've had multiple service calls to my house in an attempt to get the TV in my master bedroom to work. The Verizon Techs say the coaxial cable that runs to the room is too old (1970s), so the STB has to be on the WiFi Network. Of course, the WiFi Network signal doesn't reach the master bedroom. On their 3rd service visit, which I paid $99 for, the Verizon tech brought a WiFi Booster. The TV in the master bedroom will work for a few hours on WiFi, but will eventually lock-up. Oh, and by adding the Booster to the network, now all four TVs randomly freeze and I get to pay $10 more per month.

I pay monthly for in-house line service and was able to get Verizon to refund the $99 service charge. Of course, it required 45 minutes on the phone with Verizon Support to have the refund issued.

Got 30 minutes to spare? Know exactly what you need to happen to fix your issue, but would you'd like to answer 5-10 insultingly simple questions first? Do you enjoy being funneled through a wizard that leads to nowhere? Have I got a chatbot for you!

If you thought the Verizon Support phone tree was fun to navigate, wait until you try to negotiate the chatbot.

Better not receive a call while you are on with the Verizon Chat bot. After 15-minute of inactivity, the chatbot disconnects and you get to start over.

Every time I call Verizon Support, I feel like I'm being asked to do their job. I spend 20-30 minute per session running through non-sensical troubleshooting steps that have me running all over my house. Only after "we've" completed all the steps (steps I took before I called) are "we" able to do what I called to request. I know I need my ONT box reset, but first lets reboot the router, check the cables, toggle the STB between wifi and coaxial networks. Everyone could save so much time if I could just say "please reset my ONT" and then have it happen, but no, we must go through a rigmarole before the support agent can reach that screen. What a great use of resources.

For $400/month, I expect someone to give a damn that they're going to lose my business. I've been a happy Verizon Quantum customer for over 10 years. Given given my druthers, I'd be with FiOS for another 10+ years -- that's $48,000 in revenue that's on the table.

I'm an amicable, respectful, and reasonable customer. I pay on-time, every time. I want to work with Verizon to get back to where I was before TV One entered my life. Yet, to date no one at Verizon can seem to get me there.