Customers With Disabilities
  • Shop

    Order Services

    See All Plans & Bundles

    Special Deals



    Current Customers

    Add or Change Services

    Renew or Change Bundle

    Find out which Verizon services are available at your address.

  • My Verizon

    Email & Calls

    Check Email

    Verizon Visual 411



    Bill & Payment

    View Bill

    Pay Final Bill

    Manage Auto Pay

    Manage Paper Free Billing

    My Services

    Add or Change Services

    Suspend My Service

    Renew or Change Bundle

    Review Account

    Manage My Internet

    Manage My Voice


    My Rewards+

    Manage My Rewards+

    Refer a Friend




  • Support

    Community help





    Search Support

    Connect with us

    Verizon on Facebook Verizon on Twitter Verizon on Google Plus Verizon on YouTube

  • Watch Fios

    Watch thousands of your favorite TV shows and movies On Demand and Live. Rent or buy your favorites
    and watch them on any device. Or, check what's on tonight and program your DVR. You can do it all!

    Watch Free TV & Movies



    Rent or Buy

    Set your TV Viewing Experience

  • Trending

    Check out this personalized, real-time feed featuring the latest content and entertainment from around the Web including new headlines, sports, entertainment and more.

    News & Lifestyle

    Have a laugh, learn a trick and discover the awesomeness of Fios. Explore Fios Lounge today.

    Fios Lounge





Posts: 1
Registered: ‎09-25-2013

Customer Service is really not about the customer and need to improve listening skills.

I had been a Verizon Fios (VF) customer for 16 months on a 24 months contract.  I called looking for options to decreasing my monthly payment while maintaining specific channels.  I informed the (VF) representative, Linda, that I was satisfied with what I had except the pricing, that I will more likely remove my premium / movie channels.  I was grandfathered in at the price for my internet connection but was offered an upgrade for the internet speed.  I told her the internet was not as fast as it could be, but it was acceptable.  However she was in such a push to get me off my internet plan by lying that I could maintain the specific channels that I wanted while getting an upgrade in the internet.  I fell for the lie.  Before a two-hour time frame when I turned to view my show on a particular channel, it was not apart of my package as promised.  I called to get my previous service back but was unsuccessful because it was removed and my previous plan was no longer offered; thereby increasing the price of everything.  I also did not notice a speed increase in my internet service.  I will not remain a VF customer when my contract period is up.  You CAN NOT TRUST THE WORDS OF THE VERIZON FIOS REPRESENTATIVES.  The second VF representative I spoke to was also trying to up sell me when I was looking to decrease my overall spending.  Again, Verizon Fios are representatives for the company to make the big organization money and they are not representatives for the customers whose money collectively go together with other customers to pay their wages and/or commissions.  I will really save when I cancel the program once the contract period is over. 

Posts: 2,740
Registered: ‎09-10-2008
0 Kudos

Re: Customer Service is really not about the customer and need to improve listening skills.

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.


If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer that solved your issue as the accepted solution.

Posts: 2,963
Registered: ‎04-10-2013
0 Kudos

Re: Customer Service is really not about the customer and need to improve listening skills.



Since we haven't heard back from you as requested in your private support case, it appears assistance is not required. Please make a new post anytime you need assistance.


- Jose_VZ

Posts: 4
Registered: ‎10-01-2013
0 Kudos

Re: Customer Service is really not about the customer and need to improve listening skills.



My Verizon

  • Check Email
  • Add or Change Services
  • Suspend My Service
  • Renew Your Contract
  • Manage Services
  • Announcements

Support Tools

Watch Fios


  • Visual 411