Should I switch from Comcast to Fios - based on Verizon Customer Service?

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Contributor
Contributor
Posts: 3
Registered: ‎04-12-2010

Should I switch from Comcast to Fios - based on Verizon Customer Service?

Message 1 of 21
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How is the Verizon customer service?   Comcast customer service is so bad that we're considering switching to Verizon -- but not if it's service is worse.  Is it  easy to speak to a person at the tech support group?  Do the technicians show up when they say they will?   Here's what happened with Comcast:

 

We have the triple play feature.  Last week, our Telephone and Internet service went down.  A technician was supposed to come over on Wed.  My wife stayed home that day and was available for 12 hours.  The tech never showed and told his managers that he was here, but nobody was home.  Another appointment on Saturday.  Both my wife and I were home all day.  The tech never showed and told his managers that he was here, but nobody was home.  We pitched a fit on the phone, got an appt. on Sunday and told the manager he needs to keep an eye on the technician to make sure he comes.  I sat outside the house and called Comcast to tell them I was waiting outside, so the tech had better not blow us off again.  This time, the tech showed up and fixed the problem.  We had no phone service for almost 5 days.


Other times when there are problems, the tech does show up, but doesn't have the right equipment on his truck and needs to set up another appointment.

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Silver Contributor II
Silver Contributor II
Posts: 372
Registered: ‎09-15-2009

Re: Should I switch from Comcast to Fios - based on Verizon Customer Service?

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I have never had a problem with customer service or tech support. The few times I have had an issue they have solved it remotely. Only once have I had to open a ticket and it was resolved within the 24 hour time period specified. They also called before they closed the ticket to make sure the problem was solved. The only time I have had to have a tech come out was ont he install and they showed when they were supposed to.

 

All this being said, the support is done by region and not all regions support are equal.

 

We have a very good support team in the Northwest.



"If your problem has been solved, please mark it as such. Don't forget to hand out your Kudos!"
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Contributor
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Posts: 5
Registered: ‎06-13-2010

Re: Should I switch from Comcast to Fios - based on Verizon Customer Service?

Message 3 of 21
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Hiya,

i have never had a problem with Verizon's Customer Service!

 As far as the Tech Support never had to use them! This's a GR8

Thing:}

So good luck,  if you get a bundle ask alot of questions:}.....BAMBAM320

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Contributor
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Posts: 2
Registered: ‎06-28-2010

Re: Should I switch from Comcast to Fios - based on Verizon Customer Service?

Message 4 of 21
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Don't do it!  Verizon customer service is awful.  They sound confident when you are speaking to them, but the truth is most of the reps are really guessing the correct response.  If you were to hang up and call back and ask someone else the same question, you will get a different response.  Definitely don't do a bundle!  They screw you and get you to sign up, then you end up paying a ton of money because they don't put you into the package properly.  I do not recommend Verizon AT ALL!!!!

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Silver Contributor IV
Silver Contributor IV
Posts: 575
Registered: ‎03-25-2009

Re: Should I switch from Comcast to Fios - based on Verizon Customer Service?

Message 5 of 21
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The thing is VZ Customer service is a hit or miss type of thing like with any other company customer service.  I have not had a bad experience with them.  Only thing I hate is the credit check to apply for service and that they don't give new bundles to existing customers, so you'd have to cancel and sign up with someone else name.

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Silver Contributor III
Silver Contributor III
Posts: 402
Registered: ‎07-07-2010

Re: Should I switch from Comcast to Fios - based on Verizon Customer Service?

Message 6 of 21
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I have only used Verizon Fios for a few weeks and have experienced some problems with support in the Tampa Bay area. My old Verizon phone number would not transfer and it took a week and a team of techs to finally fix it, but they never gave up and made several follow-up calls to confirm that the issue was resolved.. They seem to have a good attitude and are very friendly compared to a cable service that I used before; but Verizon techs seem, to me, to be using a difficult and unwieldy system. It appears to me that everything they try to do is stymied by something or another, so you will have to be patient and pray for no problems I guess.

 

As for the performance of the TV, internet and phone service, so far it's clearly the best I have experienced.

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Copper Contributor
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Posts: 6
Registered: ‎07-13-2010

Re: Should I switch from Comcast to Fios - based on Verizon Customer Service?

Message 7 of 21
(9,612 Views)

They have excellent customer service as long as you don't use it.

 

But when you need it..

 

Tech support example:

-Verizon Actiontec router has to be rebooted several times a day to work as expected - 2 new routers and 3 years - never solved (solved myself by using my own and by doing that having unsupported configuration)

- VOD feature not working on DVR - apprx 12-15 hours spent on calls with tech support. Each after 2-3 hours will fix issue for next 20 minutes. Then you have to start all over again. Solved after a year by switching to unsupported configuration (see above) and insisting on getting DVR replaced. (Just to have your DVR replaced you have to talk to 4 different people and spend couple of hours)

 

Account support example:

- most likely at some point they will sell you  'A' for price of 'X', but you will end up having 'B' and paying 'X+Y'. There is no way out of this unless you will pay termination fee of 'Z'

 

 

Other than that it is perfect

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Copper Contributor
Copper Contributor
Posts: 9
Registered: ‎07-31-2010

Re: Should I switch from Comcast to Fios - based on Verizon Customer Service?

Message 8 of 21
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Until yesterday when my FIOS phone failed with no dial tone, FIOS customer support[Only called for Internet] has been very good. Today I can't get through to a real person.

FIOS phone service was down for over 2 days when power went out in a storm.

 

If you can keep regular old fashioned phone service called POTS stay with Comcast. If you have already lost POTS permanetly [Verizon should be able to tell you that] Verizon's VOICE PHONE FIOS service is better than COMCAST VOIP, but both may fail if power is lost.

 

 

My router continues to work even though my FIOS voice does not.

FIOS TV has been excellent for almost 2 years now.

My choice would be based on Phone[voice]reliability not customer service even though I have 2 cell phones.

 

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Bronze Contributor II
Bronze Contributor II
Posts: 98
Registered: ‎10-28-2009

Re: Should I switch from Comcast to Fios - based on Verizon Customer Service?

Message 9 of 21
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I would not make a decision based on customer service alone.  So far, based on having FiOS for about a year, I've had to call customer service a couple of times regarding channels blacking out.  Usually it was a quick fix, most of which I've found you can do yourself from your own box and remote from the tools they now provide you.  I was a former Comcast subscriber and my experiences with them was not as good.

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Copper Contributor
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Posts: 9
Registered: ‎12-04-2009

Re: Should I switch from Comcast to Fios - based on Verizon Customer Service?

Message 10 of 21
(8,820 Views)

If you ask me this now, I would say do NOT switch. They lie. They do not care about their customers. I LOVE the actual product (FIOS) but right now it is not worth the hassle I am going through.

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