I have had Fios internet service for 9 months. Pretty quickly I began experiencing issues. These issues include:
- Intermittent connectivity when more than 25 feet from the router.
- Issues where the network would disappear and reappear over and over again.
- Network errors due to incorrect passwords even though they are saved and work at other times.
- Issues where one device works and other do not.
- The 5G network appears when the non-5G does not appear as a network
- These issues occur on Apple devices as well as PCs.
- These issues do not occur on my Roku.
I first called in late March/early April and was told it would be investigated. I did not hear back. In September, I called again and was given a runaround that did not fix the issues. Today, the connection dropped and restarted so many times I called threatening to cancel.
I spoke to 6 people today, none who offered me an expedited appointment, a refund or discount, an out of my contract, or anything for my trouble. Instead I was talked down to, told call couldn't be escalated further, was refused when asking for alternative contacts at the customer escalation level, had a ticket opened without my knowledge but not an appointment, etc. This lasted over 2 hours when I finally hung up because the person I was speaking wasn't competent enough to offer me an alternative appointment when I told her a Sunday didn't work but instead said we don't have anything sooner. This is even more frustrating since when you apply for a new account and they can be there within 1-2 days usually.
Does anyone know of a way to speak to a person not in customer escalation that can help? An alternative phone number? An email address of an executive who will respond?