Verizon Fiber Optics
Complaint 225114 Details

I have been trying patiently to resolve a fios Movie freezing at a 9 minute interval problem for the last 6 months. I have had 3 DVRS replaced , 2 routers, the outer fiber optic box replaced and moved away from a ONCUR new meter. In this time I have had the cables checked and boxes and routers tested plus having 3 tech see the movie freeze paid and free movies.

Last Sunday I was told of a tech arriving between 1-5 PM where no one showed. It was rescheduled for Friday between 9am and 2 PM and no one showed . At 211 pm I received a text a tech had been dispatched but at 5pm he never showed and I called Verizon.Another tech was dispatched who ran tests on the whole system and stated they had a program change and discovered that MAc computers overload the routers causing them to send an error message and disrupt the movies. On an average movie it takes about 5-8 resets to see the movie complete. During this time Verizon has collected fees for services not rendered as advertised. LAst Friday when the Tech left he provided a business card and promised to return today at 9am with another tech and a special box to reprogram my equipment to address the MAc issues. Patrick the technician when I called saturday his mail box was full. Today his number 214 287 5159 has been changed or discontinued. My call to the Verizon supervisor too me through 3 normal phone technicians ant at 55 minutes of holding a supervisor was reached only to tell me I wasn't home on Friday and my repair was cnx.

Even patrick said their is a communication problem when they finish one customer the computer sends the next in line a text but the technician may not be headed to that next customer. I can honestly say the average hold simply to get help with Verizon has been 15 -20 minutes 7 days a week. When they provide a 4 hour arrival period and no show there is no recourse other than to cal and be placed back on hold. Sadly they have all the lines and strings and the customer suffers as a result. I think I have been more accommodating to Verizon than most. I would not be suprised if there is a long list of complaints.
Please include mine. Ive complained to the FCC as well ..

Tom