My husband and I live in an area where FIOS TV is not available but FIOS internet is. We just moved to this new location and previously had FIOS TV and Internet which we were very happy with. When we moved, we had our FIOS internet router transferred to the new location and the technician hooked it up to the COAX outlet in the ONT box outside our house. However, we are also trying to hook up Comcast XFINITY which also needs to use the COAX outlet. It is apparently the only one available. The previous owner had hooked up Verizon phone, Comcast TV and Comcast internet to that same ONT box with no problems.
Accordingly, through our own research, we were able to determine that the only way we could have the FIOS internet and Comcast XFINITY coexist was to change the FIOS internet connection from COAX to cat5 ethernet. We have been trying for the past two days to make an appointment with a technician to help us set this up since it would possibly involve drilling a hole through the wall and setting up ethernet jacks which neither myself or my husband are confident doing ourselves. We were also hoping that this technician would possibly be able to advise us as to other connection options that we were not able to find on the internet.
Here is the main issue: My husband and I have been trying for the past two days (hours on the phone) to schedule a technician to come out to our house to change our FIOS internet connection from COAX to ethernet. The process goes something like this: we call 1-800-VERIZON and follow the telephone prompts to "Technical Assistance and Appointments"; we explain our situation to the technical support specialist and we are informed that we would have to pay a fee if the tech were to come out. We repeatedly emphasize that we know that there will be charges and that we are willing to pay them. However, apparently the people in technical assistance are not able to set up these types of appointments that involve fees. We are subsequently transferred to a "customer service agent" in billing who either has no idea how to make appointments, hangs up while in the middle of trying to figure out how to make an appointment, berates the tech support department for transferring the call to billing because apparently the billing department is "not supposed to make appointments" or get a billing department completely unrelated to FIOS internet. For example, we got transferred one time to the Verizon wireless billing department who obviously could not help us. The agent in the Verizon wireless billling department was going to transfer us to the "retention department." I'm not sure why Verizon feels that this customer service setup makes sense.
I don't know what we have to do to be able to make an appointment that does not involve spending hours and days on the phone with only a very miniscule chance of speaking to someone who can help us. I had previously thought that making an appointment would not be a big deal, especially since we will be paying for the appointment.
Any advice or help would be appreciated.
Thank you.
Your issue has been escalated to a Verizon agent. Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. Please keep all correspondence regarding your issue in the private support portal.
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