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Problems with FiOS installation

Problems with FiOS installation

Posts: 1
Registered: ‎07-23-2016

Problems with FiOS installation

Message 1 of 2

We were scheduled to have FiOS installed last Monday (7/18), but the technician was unable to install anything, because Verizon's construction (to install boxes in stairwells) on our building was never completed. I guess they had stopped partway through the installation and just forgotten about it. 


The technician said he'd contact us the next morning with a new date for installation, once they'd scheduled the rest of the construction. He never called back, so I called Verizon. I've had to call them every day this week, and the conversations have been the same. They say that they can schedle a technician, I say that construction needs to be completed first, they check that this is true, tell me yes, they can't send a technician yet, but they'll contact me when the construction is complete. 


A ticket for my work order was listed as complete, sparking new phone calls, but apparently "complete" meant that it had just been sent from customer service to some other department. It's been a full week now, nobody at Verizon has called me back with any information as promised. I need to know if the construction has been scheduled at all, and if so, when. Why can nobody tell me when it has been scheduled? I've spoken with at least three customer service representatives who have said that they will find this information and call me back in a hour, and not one of them has done so! 


We've been a week without internet. My Verizon cell phone data plan is getting charged extra because I haven't been able to use wifi. Is there any way to get them to respond? Every day this week we've been told that it will only take a day or two. Now it's been a week and we still have no sense as to whether this could be done tomorrow or next month. At this point, Verizon doesn't seem worth it. Is there any way to get information on an installation or should we just find a different Internet Service Provider?

Moderator Moderator
Posts: 9,765
Registered: ‎03-18-2013

Re: Problems with FiOS installation

Message 2 of 2

Hi brund_t,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column 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. The title of your post is the link. 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. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

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