Hello,
On June 1, I placed an online order for 100MB fios with a router. Then, I realized the router I have is competible to run the system. So I contacted customer support via chat to change my order on the same date June 1. My updated order showed up with a tech visit, which I did not ask. I wanted the customer support agent in the chat to check this because I did not need it. She told me it is okay to see it like this and confirmed I could start my service immediately, which I did and started using my internet without a problem.
Last week, I got a call from a techician saying that they should come and set up my internet and I told them I was already using it. Later on, I realized my order status on my online account was still pending for a technician visit although I was using it. I got in contact with customer support through chat and informed the agent about this giving my account and order number. He said he could not help me and I should call customer support. Basically, the customer support asked me to call the customer support which is very stupid. However, I don't have time to wait on a customer support line for 45 minutes so I gave up hoping they will give me call when they realize it.
Three days ago my internet was cut off. When I logged into my account I saw my order was cancelled. I was not allowed to put another order using my account. So I started over and placed another order. This time I was asked for ID verification. I called the account verification department yesterday and submitted the documents that were asked. The agent in the call told me I should expect a call within an hour to confirm the documents, which I have never received. I sent an follow up email but no response. I am without internet since Monday and there is no one responding me.