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FIOS TV Pixelation and customer service hell

FIOS TV Pixelation and customer service hell

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Copper Contributor jclark42796
Copper Contributor
Posts: 12
Registered: ‎09-03-2012
Message 1 of 2
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This past Sunday, my FIOS TV was pixelating like crazy.  I called customer service.  Got to speak with someone in Hampton Roads, VA in a reasonable amount of time and she was very friendly.  I explained the problem and the history we've had with pixelation.  She supposedly set up an appointment to have a monitor installed as rebooting the ONT, etc. was not resolving the issue.  The appt. was set for 3-7 on Monday, so I thought.  Never received any confirmation messages and no one showed up Monday evening.  Tried to call customer service Monday evening, but was told the wait time was 23-34 minutes.  Did I want to hold my place in line?  Sure.  I get a call back 30 minutes later only to continue waiting.  After 15 minutes I hung up.  Tried again this morning, Tuesday, before going to work, gave up after waiting.  Tonight tried again, told wait time was 6-9 minutes, waited an hour before hanging up since my phone was about to die.   

 

I’ve been dealing w/ this sort of horrible service since last year.  We’ve been experiencing pixelation since last year.  Had repair people come and replace ONT, splitters, external box, etc.  Had a cable laid above the ground from the street to rule out the under ground cable.  Nothing fixed it.  The plan was to have a monitor installed, but we had a death in the family that took us away from dealing with this.  Conveniently the service “healed” itself and was fine for the last year.  Incidentally, it took some doing to get the above line out of my yard.  I explained to Verizon I just needed to reconnect the old line and remove the above ground line.  Still somehow Verizon thought they were burying the line, but i explained to the guy that showed up at my and was going to dig up my yard that that wasn’t needed.

 

Not sure where to go from here, except DirectTV? COX was just as bad.  Very frustrated and unhappy with Verizon.  At $200/month, it’s insane to keep paying them for this terrible quality of service.

1 REPLY 1
Moderator Moderator
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Posts: 1,497
Registered: ‎07-06-2016
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(1,841 Views)

Hi jclark42796,

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 scroll down the page to an area titled "My Support Cases." You can reach your profile page by clicking on your name located above your post, or at the top right of this page.

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, you may subscribe to the case. At the top right of your support case there is a gear icon which provides a drop down menu with support case options. Click that and choose "subscribe." Please keep all correspondence regarding your issue in the private support portal.

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