I am now writing this terrible review because I have been waiting on hold for customer service for the last 42 minutes. Although, they answer immediately if you want to buy something, after you buy it, it is impossible to get someone on the phone. I have been a loyal Comcast customer for years and years, but just moved and decided to try out Verizon Fios for a change. I spent an hour setting up my in house wiring earlier today to make it as easy as possible for the VZ Fios tech to complete the installation today. All my fiancé did was let him in the door, tell him which tv's to set up and let him hook it up. She called me and told me that the tech said he can't hook up one part bc the HDMI cable is crushed and that I need to get a new HDMI cable. I told her that is impossible. I just carefully set everything up. The HDMI cable she is talking about is 25 feet long, a high-end style, which I personally, and carefully, wired myself from our home office into the living room to be closer to the router. I checked it several times and it took me a while to complete. I just got home to check the work. It was NOT crushed. The end connector piece is now broken off of the HDMI cable and is stuck in the back of the TV. It looks like the tech (my fiancé did not touch a single thing), roped the tv away from the wall, without unplugging anything, tore the HDMI apart from itself and got it stuck in the TV HDMI port in the back. Now, my $1000 70" TV is damaged, my expensive HDMI cable is broken, then time I spent wiring everything was wasted, and VZ Fios Just charged me $90 for the visit. Plus, to top it off, I cannot get a hold of anyone at VZ to tell them what happened. All I can say is, I have had less than a day's dose of VZ Fios and I am somewhere between canceling and suing for a new TV. Stay with Comcast. This is not worth the headache. read more

They rope you in and then you can't reach anyone for customer service or you keep getting directed to someone else. Always on hold forever. We switched to Comcast! We asked 2ce to have our landline redirect calls which they offered and it's never happened. Expensive and not worth the aggravation. Trust me! read more

Terrible service! No internet for 3 days. No live support in the late hours (after 22pm) (except for a FB chat! which is as useless as reading manuals how to identify and troubleshoot yourself problems with the FIOS connection). The website Q&A section advises me to log into my account and when I couldn't (who remembers all passwords) and went through all password reset steps and the green checks on all fields indicate completion, the "reset" button remains inactive. Tried the same on both the website and the mobile app - same result. I summary - the router is on "red", support is not available for a call, the website and the mobile app do not allow me to access my account and see if I can find more help there... Verizon should be ashamed for its lack or support and poor technology despite its ever increasing fees. If they were wasting less money on old-fashioned marketing that no one needs, administration and who knows what else, there might have been more resources left for a more reliable internet connection, at least basic technical support, a working website and mobile app... Very disappointing! read more

I don't give out many one star reviews, but this company certainly warrants it. I was promised that the $50 activation fee for my internet would be waived. It wasn't, so I called them up. The rep was rude and stated that there was no mention of this in the notes and that I could easily just be making it up. Never, in my life, have I been called a liar by a business... Finally, after some discussion, and the rep claiming he never called me a liar, he said the person I initially talked to would have to call me back within 48 hours. Well, that never happened, but I did get an email that I would see a $50 credit on my next bill. While the end result was what I wanted, what it took to get me there was pretty unacceptable. It was bad enough that I would just leave, but I am stuck in a two year contract. Clever, Verizon, very. Two years is a long time, enough for me to likely forget this happened. Here is to hoping I never have to contact customer care again, OR it goes much better next time. read more

Doing the preliminary research, I tried to chat with Verizon which was extremely unpleasant experience - I posted the transcript on Facebook - they essentially hung up on me. No information about rates after promo rates expire. Misleading statements from the rep about credit check procedure which slowed down the process for a week. Unexpected and not disclosed up front requirement of $150 security deposit. Being Verizon customer for over 20 years and always paying my bills on time I shouldn't be required to provide the security deposit. The other rep I dealt with could not find the bundle deal listed on Verizon web page so instead of $69.99 I was set with $74.99 monthly. Overall, if I could get FiOS form a different company I would have definitely done that. read more

This is not against Verizon stores but the actual cable and phone service. I would give 0 if i could. Where I live there is a wire down so I thought it was a powerline national grid came and said it's not theirs. Comcast came right down said it was Verizon's. Well we have contacted verizon and the customer service lady was rude it's been 3 days now and they still haven't come to remove it and say they would call us and they havent it. What a terrible company. I would cut the wore myself but obviously I could get electrocuted. Whishaw they would come. Very upsetting. read more

I am writing this due to their terrible online chat services. When I tried to renew or change my service plan, they tried to sell you more expensive bundles. Also when I asked about plan details, he tried to dodge my questions and ignore answering. I am definitely not impressed. read more

Thank goodness for Yelp. I have been looking for internet only service for some time and Comcast has been having people leave in droves and to offset this, they raised the price of internet only to $75. a month so you feel forced to keep it. It used to be $30. a month not that long ago. So I looked for other companies, Verizon was advertising a $39. plan for internet only. Just what I was looking for. After going to their website, looking for a phone number which they don't make easy to find, I called and had to go through the frustrating pre recorded menu only to be finally told that I needed to register for a call back, when? Two days later! Just to ask about their plans! Then I attempted to use the chat function on their website. I have a large 16" laptop screen and yet their chat window kept cutting off all the words on the R side of it and there is no ability to resize the window to read it. The person working for Verizon didn't know how to fix that. To me - if a company is this frustrating to interact with, just in the initial contact attempting to gain enough information to make a choice about whether to choose their services, then that has to send an important message about their abilities or lack thereof. After this experience and after reading the experiences of other Yelpers, I wouldn't choose this company if someone paid me. I have enough aggravation in my life. read more

This is not against this particular store- it's about when you call 1-800-VERIZON- should be called 1-800-2MORONS. The 2 'customer service' women I spoke with were SO rude. I wanted to change my plan and they BOTH literally SIGHED...like I was bothering them. The first one got annoyed when I asked her(nicely) to repeat something. The 2nd just clearly hated her job. If you can avoid Verizon, DO SO. THEY BITE. read more

Fios fiber optic is great until their equipment starts to break ex: tv remote only lasted a year and they want to charge you to replace even though its their equipment not yours. Now the backup battery in the event of a power outage needs replacing after 18 months even though I have a two year contract, Simpy a consumer should not be charged for Fios inferior equipment that they own not me, What a scam they have going . Beware if you are thinking of getting Fios. read more

Verizon Fios is the worst television service that I have ever had, by a wide margin. Their equipment is poor, and when things don't work, their technical support is terrible. It takes hours of phone time to resolve anything. But it is their billing department that is so bad that it borders on the line of outright fraud. They over-bill you, sign you up without your permission for services and contracts, and when you call to complain, they refuse to fix their errors. There is also no consistency from call to call. Every agent you talk to, says something quite different from the previous one. All in all, I advise you to go with anybody but Verizon Fios, if you have a choice. read more

Be careful when contacting FIOS they did not even make a record of my canceling my service and play games, crappy company all around!!!

How hard is it to move Verizon's lines from an old pole to a new pole? Do we not have the people? Do I just move these cables over myself? Is this the first telephone pole to ever be replaced in the history of Boston? What's happening here? read more

Closing summary: It look 7 transfers, 8 different customer service representatives, and an hour and 50 minutes of my time to make a $30 final bill payment for services rendered a grand total of 10 days. My opinion: I have no idea how many customer service departments they have within the Fios division, but they clearly do not communicate well with one another and their systems, both physically and philosophically. My opinion of their customer service system flaws was actually verbally acknowledged by one of the reps I spoke with as a known issue. My story: I had Verizon service for a total of 10 days and cancelled. I had to wait until they received my equipment before they could close my account and send me a final bill. [Side story: the installation guy had issues with the original equipment, so he was forced to spend extra time and even had to come back later to finish. Because of this, verizon also had in their system that I had additional equipment, which I did not. A separate headache I had to endure]. I finally received the closing bill via e-mail, nearly a month after service as disconnected. I tried to log into my account online to make the payment but kept receiving log-in errors as well as "find my account info" errors. So, I end up making the call to the customer service number provided within the fios Home service page. The first 2 people could not locate my account information (based off of my personal info) and was actually told that information could not be looked up by social sec number. I get to a third person whom also could not find my account information. That is, until they asked for my social security number. Finally find my account and account info. She reads me an incorrect account number and tells me she can only look into my account but cannot process payments or assist with billing. I am transferred to a fourth person. I am now speaking with Verizon wireless. They transfer me to Fios, person #5. I am not in their territory so I am transferred, person #6. I finally get someone who can see my account info and can assist me (note: she barely speaks fluent English). She asks to put me on hold. I am on hold for 20 minutes, the phone rings, and then I'm somehow transferred back to the beginning of their customer service. Person #7 locates my info but again she cannot assist in billing further. I demand to speak to a manager or senior member, but I am informed it wouldn't matter as her department would not handle this issue. She stays on the line until I am connected to person #8 (another 10-15 minutes). I am finally speaking with a semi-intelligent person, also English speaking, who is able to locate my info, assist me, but then informs me that there is a $3.50 charge for paying over the phone. I explain that I am not able to log in to make the payment online and outright refuse to pay the additional charge. She is very apologetic but claims that because their billing house is separate there is no way to credit this charge. She offered to give me the number with the e-service that handles that, but is unsure if there is a system issue at the time or because I have discontinued service that is resulting in the issue. I bite the bullet and make the final payment with the service charge. Fun fact: I've never been so frustrated with a company's customer service that I actually took the time to write a review. Verizon Fios service review: I felt it was important to also include my experience with the Fios services themselves. Installation - I already mentioned the problem with their equipment not working and issue with the double entry of equipment under my account. I should also note that you are basically required to use THEIR modem system. I was actually told by a Fios rep that my broadband modem would work fine, but the fact is you need a modem with an Ethernet INPUT as well as an output. Which I can almost guarantee you don't have. Even then, if you use an outside modem, you will not have access to on-demand or DVR features. The rest of the installation, scheduling the appointment, and the man who installed was all fine. Internet: As mentioned, internet speeds and connection was fine. We had 50/50. TV: Service was fine. I felt the fios menu structure was klunky, but I was new to the system and only used it 10 days. We had a 'custom' tv package that only gave us 60 total or so channels, but for a very cheap bundle (with the internet) of only $89. Comcast then released a double play special that blew it out of the water. Verizon would not match, so we made the switch. read more

After 5 years as a customer, switched down from the $140 per month service to the Internet only service for $50 after realizing we were paying for cable TV that we never watched. That was an ordeal and I had to say NO a thousand times when they tried to up-sell. 4 months later decide to move 10 blocks up the street (that's this weekend). Bait and switched. "We don't offer internet only in that area so you have to add an extra service." Fine, go ahead and add the landline phone for $10 per more month. Scheduled installation for 3 days later. "Any time between 9am-5pm." Wait, you realize that's an entire work day right? Ok. Schedule that please (this was on a Monday). I call back the day after, Tuesday, to confirm that my installation is 9am-5pm. "Yes, sir. A technician is needed and they will be there on Thursday." Thursday (today) rolls around. I hire a babysitter to stay at home and wait for the Tech. 9am to 5pm comes and goes. At 6pm I pack a lunch and make the call to Customer Service. Call is answered at 6:58. Where is my tech.? "Sorry sir, I do not see a technician scheduled for you." Well you MUST see a tech for me because the person on Tuesday sure did see a tech coming on Thurs. Also, my order is right there online and it clearly says my order was scheduled for Thursday. "We apologize sir, but even though it's there we did not schedule a technician to..." No worries. Not your fault. Do me a favor and cancel my service please. Cancel everything, I no longer want Verizon as my provider. Let the apologetic up-sell begin. NO. No, I don't want that service. Nope. Don't want that either. NO. Not that either. Just want to cancel. Yes I'll hold. Annnddddd 3-2-1... "Click." Representative hung up. Very predictable. Their bad practices are all over the internet. A 5 year customer until today. I'd rather rub two wires together in hopes of getting an internet signal than to drop another penny into a company that seems to have just given up on decent, BASIC services like, let's see, scheduling a technician on a new account? Making a customer wait 3 days to get service? Telling a customer the installation can be any time between 9am-5pm on a work day? Bye Felicia! read more

We all know how horrible their customer service is...I can't even find an email address...they make contact impossible. As others state it's not about this store but maybe someone will see this. My brother recently passed unexpectedly and I called to stop his service. They asked who I was and got my contact information. I have a return authorization and was told I had 30 days to return his equipment and because of the holidays and my bereavement I decided to wait until the 1st of the year...well within the 30 day requirement. I have been bombarded with threatening voice mails that they expect return within 48 or he will be charged for the equipment. I attempted to communicate with their live chat which only keeps offering ways to return the equipment and pretends it doesn't understand anything else. I'm sticking with my original instructions but they are reminding me on a daily basis of my devastating loss with their relentless threats. Thank God I have COMCAST. read more

Verizon FIOS for me, is just a myth. Every single place I have lived in the past 10 years they don't service. No wonder they can't compete with Comcast. At least when Comcast moved in they offered their service everywhere. I don't even bother looking anymore. read more

DO NOT TRUST VERIZON FIOS!!! They are not trustworthy and misleading in their ads to get new customers. In February 24th, 2015 I was ready to order my service after carefully reviewing the bundle options for new costumers. I chose the triple play bundle, advertised for $114 + equipment+ fees and the bundle also stated a $400 gift card, which I would receive after 60 days of service and no late payments. So I ordered the service. Now, July 7th, when I called Verizon to find out about my gift card, I was told that I wasn't eligible for it because I was given the discount on my bill instead. (THE PRICE THAT I SIGNED UP ON THEIR WEBSITE IS THE PRICE I'VE BEEN PAYING SINCE FEBRUARY , NEVER LATE). After an entire morning wasted on the phone with people who don't want to help me with my problem, and hearing that it was my mistake I decide to cancel the service and will receive a $200 fee on my next bill for breaking the contract, which I hope will be discussed in court.  I hope nobody have to experience this same situation as me and my family. And I hope that someone at some point can make this type of misleading and untrustworthy situation continue to happen with other customers. read more

VERIZON YOU S*CK! You condescending pieces of sh*t. I will do everything in my power to make sure no one I know will ever sign up for your services or get pan handled by your life sucking contracts, Mark my words you will suffer for the small part of my life you have wasted. Back to Comcast it is. We just moved(to the building next door!) and they don't provide service in our new house so they said they would waive the $200 cancellation fee, but only if we switched to dish network...what? I don't want satellite tv so I have to pay them 200 bucks even though they cannot provide me service anymore? I did not agree ever that in these circumstances I would switch to dish network, EVER, nor have I ever planned on getting dish. I live in New England with some of the most insane weather why would I agree to put a dish out of my window? Not only do I not want a satellite but our landlord will not allow us one (according to the Verizon rep "that's our own fault for not owning our own house) Well maybe if I wasn't paying you $150 dollars a month for hardly any channels and a phone we don't use and never wanted I could afford a house, Pr*ck. It's messed up the way you treat your loyall customers who willingly chose you rather than Comcast after our last move. The tv service was good it never froze or skipped but is that really worth being treated like a piece of sh*t? Also your service is Soooooooooooooooooo much more expensive and unlike Comcasts slightly retarted customer service reps Verizon customer service reps are cold hearted pr*cks. I would rather talk to an idiot who will give me what I want than a Verizon person who treats me like an idiot... If I could give you negative stars I would You deserve nothing more. Goodbye forever Verizon. read more

This review does not refer to the store but to Verizon in general. Before you subscribe to Verizon web-based email realize that you cannot export your contacts to Gmail or Outlook. Verizon allows you to IMPORT from other mail programs but will not allow you to export your Verizon contacts to Gmail, Outlook or any other email program. read more

Absolutely terrible. I signed up for this service, was told by Verizon that it would be faster than cable. Of course, the wifi was atrocious - so slow that I couldn't even open the simplest of websites. So after a few days, I cancelled and set up Xfinity cable from Comcast (which is great, by the way). Bill for 48 hours of NO Internet? $217. Crooks. read more

I would leave a zero if possible. Mike from Lowell will ruin your plans charge you 100 more a month and tell you your only going to pay 25. I upgraded my internet to 150 Mbps and tv package and I ended up only getting half that internet I ordered at double cost. Thank god another representative could help me at a different location because Mike is an incompetent salesmen who only wants to make a quick buck of his customers. I hope he loses his job for lying to customers. Very sick of customer service at verizon in general but Mike from the Lowell office is a great example of terrible customer service that makes me want to leave fios. read more

Verizon sucks! And there is nothing you can do because they are one of the only options and they know it. Recently moved and got new service. First, the technician was 7 hours late, form my time "window". Second, The DSL service is a joke (no Fios in my area) its a complete ripoff you cant even get on Facebook with this DSL and its $39.99 per month. To try and get it changed took 4 people, and over one hour. What a joke of a company. Even with my business, you can never get a person who can help you on the phone. And none who can speak english understandably. read more

Horrible! Go to hell verizon fios! 270 a month paid on time and you treat me like shit? It's tv! 270 is a car payment! You know it's bad when they can't figure out why you are being charged an extra hundred dollars yet they still bill you. Switching to a lesser evil cable company or stealing it from the internet. Get it together dumb asses read more

How about no stars.. My so-called high speeds internet in the Highlands section of Lowell is only 1.29 Mbps. It takes half a day to download a book for my kindle and about 12 hours to download a PC game from Big Fish. My internet has also gone down at least 15 times a day in the last 2 days since I called to complain. I cannot even watch Netflix without it buffering at 3 times during the show. How can they get by with this? Is Comcast any better? read more

Nothing but liars. I am talking about FIOS internet. I don't have great Comcast Internet service so I had nothing to lose with going with Comcast since I would save about 30 dollars but not sure now if made the right decision. Internet sucks and their customer service is by far the worst. Twit sales girls here in Dorchester walk around trying to sell you some package that they tell you they won't bill in advance. Another lie! then you get your first bill SURPRISE. The liars billed you for all these installation charges etc that they stated you would not be billed for. It was almost impossible to get this reversed. I swear every person I spoke to there was so clueless and useless. I went to social media on a local neighborhood forum that a neighbor who works for Verizon was trying to sell FIOS on this social media website. Since I was destroying Verizon on this forum he had no choice but to fix my issues. No one else cared and I was this close to reporting to the FCC since they would not honor what they offered. Technically still don't because the internet is nothing compared to what they claim it will be. LOSERS!!! read more