I ordered Verizon fios in August and got a September install date. The evening before the installation I get a call saying the install is delayed. New date is October. The October date comes up. The evening before I get a call - same deal. New date now November. Guess what November date comes up. You guessed it same deal. It's now December. and I just got my monthly call from Verizon. No explanation - the install date just gets pushed out again and noone gives a **bleep**e about my order.

Just bought a 4K tv and was told by Verizon that I needed a 4K set top box, so they sent me that in the mail, but no one told me that I needed a 4K router.  So I purchased the FIOS Gateway router and called tech support in case I needed assistance.  I asked the tech if I could just use the same wires that are in my present router and she said yes.  I did tell her there are two black wires in the box with the 4K router.  I proceeded to tell her that I was unplugging the wire that was plugged in the red square on my old router.  She didn't seem to know what I was talking about.  I told her that the wires go around the entire baseboard in my room because at a time in the past, I was losing internet signal, so the technician stapled two wires around the baseboard of the room and I never had anymore problems losing signals.  I tried to tell the tech on the phone what my setup is with the wires around the room and she didn't seem to comprehend what I was saying.  I said I was going to hang up and talk to someone later because I didn't feel she understood my setup and didn't know what the red square was on my present router that I was going to unscrew the wire from.  I'm totally frustrated now and sorry I bought this new 4K tv.  I know that Verizon would never bother sending a technician to my place to set this up, so I'm thinking just returning the 4K settop box and 4K router back to the store to get a refund.  

I have been a Verizon customer for as long as I can remember. I've always had Verizon Wireless and once I got married my husband and I got Verizon Fios services in our first home. I had to stop being a Verizon fios customer when we moved to Hawaii because they did not offer services there. Once I moved back I once again had no option but to go to Cox because I lived in Williamsburg. I 100% hated their service and was excited to move back to an area where there was fios. Once I moved into my new home I saw that they already had Verizon hooked up so I just had to switch services and self install.

This was perfect because I work in property management so we have a Verizon Rep. I used her to sign up and she walked me through the steps to get my service. This is where everything went wrong...

She told me that I could start services that Saturday, I just had to go pick up a router at the store closest to my house (this was on a Thursday). Saturday morning comes around and I pull up to the Verizon fios store only to be told they were completely out of routers..they told me to go to the other store across town. We get there and they are also completely out of routers. My Verizon Rep said this was weird and told me to call customer support to find a store with a router. I called customer service for him to tell me that this was also weird but confirmed that all stores were out. He told me that they would give me faster shipping because of this. Once he transferred me, the lady said there was no other option but 5 day shipping. This was on Saturday. I call back that next Friday just to find out the previous Verizon customer service rep never ordered my router. At this point I'm ready to cancel...the new customer service rep said there was nothing she could offer other than me pick up a router from one of the stores in my city (which I have told her 45 times at this point that they are all sold out) or she can give me 2 day shipping. This was on a Friday. She said the router would get there next Friday. How is that 2 days? I hung on her and she proceeded to call me back 37 times, this isn't a joke, and when I answered there was literally no one on the line. Just spam calling me and sending me emails non stop saying the stores in my area have 2 routers left. I'm about to lose my mind at this point because the stores do not have routers.

I take my loses at this point because this whole process has been a waste of time and I drive to another city to get my router. I'm excited to hook it up and resume my life when I see that the router is flashing yellow. Meaning there is no internet connection. I call tech support to get a guy that barely speaks english. He tells me my account can't have services turned on and that I need to contact customer service to turn services on. I sit on hold for 35 minutes for the customer service rep to say my account looks good on her end and she transfers me back to customer support. This guy says the same thing as the last and transfers me back to customer service after waiting another 30 minutes to talk to him to find out customer service is closed. The next day I have my husband call and he literally sits on the phone for 2 hours for the tech to say my services should be activated from 5pm-6pm, mind you this is an hour before they close, and we knew they weren't going to work. I call at 6pm and explain that the services still aren't working. Tech support rights a note in my account to stop transferring me back and forth and that tech support cannot do anything on their end because my service cannot be started. She transfers me to customer support and geuss what , everything looks good on her end. She gets tech support on the call as well. She hangs up and tech support said he would call us back and get this fixed TONIGHT. We never got a call back.

I talk to another Verizon rep after explaining everything that's going on. She calls the help ticket line, where that rep was extremely rude to me. She kept telling me things that the last 56 verizon employees that I have spoken to have said. She literally spoke to me like I was ignorant. She explained that somewhere in the team, they reset my date for 12/11/2019 and the router should be working.

I woke up this morning to guess again, no internet. I'm on Verizon's little chat thing on my computer and he once again said services cant start because my order is processing.

I have spent days and hours on hold waiting to get this fixed.

It's literally been a waste of time and at this point i'm willing to go back to Cox and their **bleep** service because of the Extremely poor and unprofessional customer service that I keep recieving from Verizon. 
Multiple reps have said they understand why I'm frustrated and want to cancel services, but what're you going to do about this?!

How do you expect me to refer you guys to my residents when this is the treatment that I get?

Thanks in advance for any advice/suggestions.  I recently switched from RCN 500mbps to Fios gigabit+TV. I received the new 3100 gateway/router along with the usual ONT box.  I want to use my own router but my download and upload speeds are maxing out at 250 mbps using the asus but was getting 940/800 using the FIOS router. Im trying to understand why the significant drop?

I have performed the following steps in switching to my asus router:

- Purchased Actiontec 2.0 moca so I get the on demand TV services.  The MOCA is connected to the One fios STB and ONT via coax and to my asus router via LAN ethernet port 1.

- Connected my Asus to the ONT via cat6 cable using the WAN ports. I've tried cat5e too

- Requested the release of the DHCP lease through verizon support. Powered the router down for 10 mins before the verizon support person said to power on again

I have a desktop PC that is connected via LAN (cat5e) to the ASUS router ethernet port 2. The router LAN ports support gigabit and the desktop network card is gigabit - i was getting gigabit speeds wth the same setup with the exception of the router being the fios 3100 device.

Does anyone have any thoughts as to why the speeds on my asus router is maxing out at ~250mbps?

Fios internet installed today. Technician installed an extender because he didn't wish to run a wire across my basement.  He showed it to me after he installed it, at which time I specifically asked him it was an extra fee, particularly since I did not ask for it.  He assured me that it went along with the router and that they worked together for no extra charge.  After he left, I received an email stating that I was being charged $10 a month for the extender. Also, at the bottom of the bill, it stated that my $100 prepaid Visa gift card was being removed due to changes in the order ????  After, 3 hours of chatting online, it still is not resolved.  I was told I would need to disconnect and return the extender myself or I would be charged a fee. Also, I will be charged a fee for a technician to come back and properly install the wire needed. ????  No one can explain to me why things were not done properly in the first place and why I am being charged for equipment that I did not request and am being forced to return it myself. No one can explain why my gift card was removed from order either.  This feels like a scam!

I have a FIOS Quantum router and I was able to manage the router settings and control my devices either from the Fios app or via Web. I am unable to do it anymore. Fiso app doesn't show me options to manage my network. I've tried deleting and installing the app again but to no avail. I've even tried logging onto the Verizon site and getting access but I don't see any options to manage my connection/devices. Is anyone else experiencing this problem? I had disabled internet for two devices and I would like to enable them again but can't seem to access router settings. Any help is appreciated. 

Hello, I have been emailing the address since 2011 to request FIOS for our building.  Sometimes I receive a response, most of the time I don't.  Every now and then someone will call and say they wanted to reach out or check in or update me or something like that.  They say they will email me complete information.  No email ever arrives and I never hear from them again. I do not want to deal with anonymous email addresses or Verizon employees who call once and then vanish. This has gone on so long that the installer I originally spoke with has died.  At this rate I am wondering whether I am most likely to get FIOS posthumously.

Called to get a bundle estimate before my triple play 2 year contract expired.One representative sent 2 emails with estimates of my monthly blll with automatic pay and one without.Not informed on a time limit on it.Called back to get a rude rep. who yelled at me this was what I have now!Yes I know that is what I wanted!!Rather than argue with someone rude,I called back to get another rep who explained that price was only good for the time I was still under the orginal 2 yr bundle.Now of course the price has gone up!!!This is like dealing with a used car salesman that says the price of the car is only good for today and that if I come back tomorrow its more money!!!Really?Is this how you deal with long time customers???

After talking to a Fios rep at Walmart a couple of times, I decided to switch. Two reasons, DVR free for two years and the Fios test drive for two months. Nearing the end of my Fios test drive I received an email indicating I had been switched into their recommended plan. I wanted to see if I went with a higher package how much would the difference be. Using the Fios app, it let me check pricing only by placing an order to switch. When I saw the price was a lot more I tried to switch back. Now my free DVR offer is gone. The Fios rep said, you should only make changes on the phone with someone never online. How was I to know that?!?! And she said well it's not our offer, you can't get it free anymore. Now it's $20 a month and the whole reason I switched was for the free service. I'm so frustrated that they won't honor what I signed up for. Such poor customer service. 

I signrd up for Fios for my new home on the 17th of November and was given an installation date of December 16 due to "high demand". Couple days before installation, I get a call stating that the engineerinf team needs to do some work before the service cam be enabled at my home and the installation is being pushed to January 13th, two months from when I signed up. This despite my neighbor already having Fios amd we being Fios customers for the past 5 years at our previous apartment. What can be done to escalate the urgency and get the work done by the originally agreed date?

How do I get Fios in my neighborhood, we currently don't have it available.  I had a Verizon rep tell me that the board of my HOA would have to approve it but they say we don't need approval.  How do I get someone to come out tell us the cost so I can get my neighbors together on this?

I have had Fios Internet for about 5 years now.  This past Tuesday I was using the online chat to discuss options for TV/Internet.  After talking to this agent for over an hour, I decided to go ahead and get my TV/Internet service with them, with a pretty good offer of $100 Visa Gift card and free 1 year service of Disney+.  I was told that I could do a self install since I already was an Internet customer and that I could use my existing router.  

The next day, I went and picked up my TV set top box.  I came home to install it and I kept getting error messages.  So I finally called Verizon and spoke to someone in the Tech service department.  He told me that the reason the TV box wouldn't work is becasue I did not have a Verizon Router.  I told him that I had my own router and nobody told me that I needed a Verizon router, not the sales rep or the lady at the Verizon store who gave me my TV set top box.  He informed me that TV service will not work with my existing router and I was transferred to someone in Sales again.  They told me that I would have to pay a $12/month fee to rent this router.  

Long story short, I did not want this service anymore as the price was exceeding what I was paying to stream my tv service, so I just wanted them to put me back to just my internet service.  At this point I was told that my bill would be $99 a month for the same service that just the day before I was paying $55 for.  I was told that since I changed my service that my $55 price I was paying no longer existed. So I told the agent to cancel everything.  At this point I was transferred to a Supervisor.  He tried telling me that I would have to pay a $200 some termination fee as well.  After arguing with him for over an hour he told me that he was going to waive the termination fee and cancel all my services.  He knew he did not have a case since my 2 year contract was null and void since I physically could not get TV service without the Verizon Router which was not listed on my contract.  

Now today, my Internet was still on, so I went online and spoke to someone to ensure that my service was being disconnected.  Now I'm being told that my service is still active and that there are no notes indicating to cancel my service.  So I have to call again tomorrow to probably argue another few hours with someone to get my service cancelled without penalty.  I honestly feel like this Supervisor went into my account and deleted every conversation that I have had with Verizon Reps including him, just to try to keep collecting money from me.  There is no record of me calling or speaking with anyone even after talking with probably 5 different reps, not one note from anyone on my account.   I returned my TV set top box yesterday also.  This company does not care about the customer at all!!    

I recently had a gigabit connection installed in my home where previously I had just the 100/100 package which was wired with coax. I have the router currently connected to the ONT through Ethernet and do not have any TV services added. My question is will the Motorola MM1000 Moca 2.0 adapters be able to establish a link through the pre existing coax jacks that are located in my rooms even though I don't have any TV service? 

I had FIOS for a year, switched it off two years ago. I just ordered the service again, and asked them just to turn it on again. Should have taken ten minutes.

This has turned into, so far, a two day soap opera. The keep telling me the box isn't 'active' but can't explain what that means or how I can fix it. They insist I have to have a tech person come out and 'provision' it.

It's already been provisioned. There is literally nothing to do, that I can't do (I'm a software developer and build networks all the time). The cable modem is plugged into the optical cable. The ethernet cable runs between the modem and the router. They are both plugged into electricity and switched on. THERE IS NOTHING TO DO ON MY END. 

They wanted to send a tech team here in the MORNING on a WORK DAY for a THREE HOUR APPOINTMENT!! I said Saturday is the only option, which means I am 14 days away from getting the service installed.

So can someone tell me how to make my box 'active' since no one at Verizon seems to be able to tell me how to do it?

Here it is, all lit up and no place to go:

My 'box isn't active' box

I just had fios installed using my own router (netgear nighthawk).  The tech installed the ONT in the basement.  My router was set up upstairs in my guest room via the wall outlet network jack.  The tech did all this and left but wifi was never working to begin with.  he said give it an hour and it will work, so he was long gone and 3 days later i have no solution.  I went and got a Ethernet adapter port for my macbook and when i connect that to the wall jack it all works fine.  So all my phone calls to the fios team conclusion is the same, the connection works but i never got help setting up my router and no one on the phone helps because it is not a verizon router.  Any help/ tips appreciated  

My system is Verizon ONT on outside wall->CAT5->personal router (not verizon's).

My system has been essentially faultless for 3 years but over the last month it has begun constantly dropping the connection between the ONT and my router.  Power cycling the ONT always fixes the issue.  Sometimes, but not always, power cycling my router fixes the issue.

When the connection drops, none of my wifi devices get internet.  (I don't have any devices hardwired (CAT5) to my router.)

I've tried two different routers (both of which were known to work well during the 3 years of faultless uptime) but the issue is the same regardless of the router.

Where do I start to figure out what is going on?

tia,

After enabling SON I immediately started getting randomly disconnected from the router.  To reconnect required rebooting the router and computer, only to have the connection stop again after a few minutes.  Please help.

I'm using the new gateway Verizon router, 75/75Mbps service.  I've had all devices (TV, phones, PCs, tablets, and laptops) all connected to the router at one time or another.  Recently, random devices have had issues with Internet connectivity.  The device connects to the Wifi network, but has no Internet connection.  I've re-booted the router countless times, disconnected/turned off several devices, all to no avail for those devices that won't get Internet connection even though they're connected to the network.  Help!

Bobby