This has been such a frustrating experience for me - I've always loved having FIOS but will not be switching to xfinity just to get away from Verizon. I'm posting this just in case others have had a similar experience or to just spread the word of the horrible customer service I've been receiving.
Starting off, I had an old ActionTec MI424WR Rev G router. On Friday, 8/19/16 I woke up and found I did not have an internet connection. I called tech support and they said the soonest they could get someone out was Monday, 8/22/16. It was a bit of a wait, and I work from home which makes internet a requirement, but I figured that's fine - I can go into the closest office to work that Friday and the following Monday. Verizon did also credit me $10 for the 4 days without service. A tech came on 8/22/16 and replaced the router with a "newer" ActionTec MI424WR Rev I router. Everything seemed fine.
Later that day, my laptop (connected wirelessly) lost connection. When I went to reconnect, thinking it was my laptop, I noticed my network SSID was broadcasting. However, when I tried to connect to it, it wouldn't reconnect. I went down to the router and saw it looked just fine and all the lights were on. I rebooted it and I was able to reconnect my laptop. About 3 hours later, the same thing happened - all wireless devices dropped off, I could still see my network, but couldn't reconnect without rebooting. Everything worked ok the rest of that day so I figured it was just some anomaly.
The next day, about midway through, the same thing happened. I called a tech who said he was going to do something to flush the connection from there to my home. I then rebooted, but of course knew it would work, which it did. A few hours later, the same thing. I called again and they did more tests and didn't find anything. I had called while my devices were kicked off but SSID was still broadcasting - before I rebooted. The tech then assumed it was the channel the router was broadcasting so he changed that, which of course forced a reboot and everything was fine. Finally, on 8/27/16, the same issue happened again, so I called back and told the tech I've done all troubleshooting that can be done and this is the third tech I've spoken to. He immediately said I need to buy the new Quantum Gateway router to which I replied I don't think I should pay money to have them fix their issue. We spent about 2 hours on the phone while he kept telling me I needed to pay an extra $15/mo to get a new router. My response was the same - I had my router replaced with either a defective router or a router with a known issue; I want the issue fixed to get the service I'm paying for - I'm not going to pay additional money to fix a Verizon issue.
Eventually, the tech told me he got permission to give me the quantum router and a monthly credit of $15 so I'm not paying anything additional. He then transferred me to billing to finalize. Of course, when I got to billing, the representative told me the tech shouldn't have said that I'd get a free quantum router and I'd have to pay. I went over the same thing about not paying for their issue. Eventually, this rep got approval from their supervisor and sent me the updated bill. When I received the estimated bill while on the phone, the order number didn't match and several charges were duplicated so my bill was about $40 more per month. He sent another update and the order number matched but the chargers were still duplicated. He then said they had to fix this issue before an order was placed and he said he annotated the that I would receive a quantum router and a credit each month so I have no additional payment. They would then sort out the billing issue and call me back in 48-72 hours.
Of course, more than 3 days later I didn't receive a call so I called back and spoke to a rep who said she saw all of the notes and the order was placed on that day, so I should be receiving the router in about a week. About a week later, my wife got frustrated when she was dropped from the internet while she was catching up on work so she called them (which was last night, 9/7/16). The rep she spoke to said there were no notes on file about getting a replacement router and that cannot be done. I jumped on the phone and explained what has been happening and the rep said it was impossible to replace the router for free. So I asked her to repeat to me the notes she sees for my file and she said she had no record of the 8/27/16 2 hour call I had where I was promised the router and a credit for the router. At this point, I would think understandably, I was extremely upset to the point where she told me to calm down...fair enough. I said I'm not meaning to take it out on her, but I hope she can understand my frustration. She then said again they cannot give me a new router but she can get me a $5 credit each month so I'm only paying $10 per month. I explained to her the same thing I explained to the others - first, this was already promised to me and I've now been with spotty internet since 8/22/16 and second, I'm NOT paying them to fix their issue. I then told her I don't care if I get the quantum router, just give me whatever you need to give me to fix the issue - bottom line, fix the issue so I have the internet I'm paying for and not having to manually reboot the router 2+ times a day. I then asked her how there are no notes for the 8/27/16 call I had for 2 hours and she said again there wasn't. I asked her to please read me her notes and she started from 8/22 and then skipped 8/27 and when she did I told her I don't need her to keep reading if it's passed 8/27..she ignored me and kept reading. I asked her to please stop and get her supervisory, but she kept going...just ignored me for about 10 seconds and kept reading. I asked for her supervisor again and she refused...what?!?! I asked again and she said her supervisor is busy. I said I would wait..she put me on hold and came back later saying her supervisor is busy. Then she tried to get me to pay for the quantum router again. I then pulled up the billing statement I had from 8/27/16 and read the order number for her to look up to show I had this conversation and she hung up on me...
I called back again, spoke to another rep - I was very nice and just said I wanted to speak to her supervisor and she said her supervisor was busy and I said I'd wait. She asked what I was asking about and I explained and also asked what was in my file - she did see notes on 8/27/16. She then put me on hold for 10 minutes and came back and said her supervisor was busy. I said ok, that's fine - if I can't speak to a supervisor, I will just cancel my service, thank you for the help. She then said what she can do is have her supervisor call me the next day. I said ok, that's fine, knowing they wouldn't call. Never received a call, so after all of this, there isn't any hesitation for me to cancel Verizon and go to Xfinity.
Sorry for the long post, but at least it's off my chest and I'm curious to hear if anyone else has had the same experience as me.
Chris
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