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If you’re looking for pure speed, fiber internet is the way to go, and that’s a big part of the appeal of Verizon FiOS. The company goes further, of course, providing not only Internet, but also TV and (for those still interested) home phone service. Verizon isn’t the only option for fiber internet, but it’s among the most prominent choices.
For a long time, cable and internet companies were almost evenly matched when it came to customer dissatisfaction, for a variety of reasons. For one thing, providing reliable internet, television or telephone services is not easy, and providing them all at the same time is even more complicated. There are many links in the chain where things can (and often do) go wrong. Verizon’s FiOS service has come a long way in the past few years, but there are bound to be bumps in the road to reliable high-speed Internet and TV service. Whether you’re an existing customer or just thinking about FiOS, we’re here to give you an overview of some of the common problems Verizon FiOS customers face.
(Note: For a complete overview of all things FiOS, check out our in-depth FiOS user guide.)
Billing and customer service
Looking at user reports on independent advocacy and review site ConsumerAffairs, the biggest customer complaints seem to revolve around billing. Some of this may be because subscribers didn’t fully understand what they were signing up for, but there are also tons of surcharge bills that suddenly appear on customers’ bills or promotional discounts that don’t actually apply.
There are also reports of long wait times when calling customer service to resolve billing and other issues. This seems to vary with different customer service representatives, and some users report that they needed to speak with several different representatives to resolve their issue.
It’s worth noting that this is fairly common for any internet service provider, and what’s more, these types of sites tend to focus on negative reviews because customers who are happy with their billing and customer service aren’t as likely to jump online and let go. the world knows.
Access and installation
Potential users of Verizon FiOS often complain that they are not sure if and how they can even get access to the service. Verizon offers a map of availability on its website, but that doesn’t seem to be entirely accurate, as other sites like BroadbandNow have maps that show service areas that aren’t represented on Verizon’s map. There are also areas where you can access FiOS, but it’s offered under the Frontier brand instead of Verizon, whereas those areas previously carried Verizon-branded service.
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There’s also the problem of Verizon’s slow and erratic service rollout. In 2017, the city of New York sued the company for allegedly breaking a promise to bring fiber-optic internet to every household in the city. According to the complaint, the service should have been completed by the middle of 2014. The lawsuit alleges that the contract Verizon signed in 2008 said FiOS would serve an estimated 3.1 million homes, but that only 2.2 million could access the service at the time of the lawsuit.
Internet and Wi-Fi problems
While the issues above are pretty much out of the subscriber’s hands, there are some issues that are easier to fix. Fortunately, internet speed is often one of them. Some users encounter either low Internet speed or the inability to connect to the Internet at all. As many of us have found, simply turning off your Verizon router, leaving it off for a few minutes, and then turning it back on can often resolve such issues.
Users will also experience Wi-Fi issues. This can vary from not being able to connect at all to being able to connect to some devices but not others. Like internet problems, many of these Wi-Fi problems can be solved by simply resetting the router as described above.
If you’re experiencing consistently slow internet speeds or persistent Wi-Fi issues, you may need to contact Verizon customer support. This means that you may encounter some of the above customer service issues, but if you note down specific issues and carefully describe the problem, you should be able to get to the root of the problem.
FiOS TV problems
Users will also occasionally encounter issues with FiOS TV. This can range from not being able to access certain channels to distorted picture quality full of artifacts similar to what you might see on a live TV streaming service like Sling TV or PlayStation Vue. The good news is that such image quality problems are often the easiest to fix.
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Verizon set-top boxes include a built-in tool to help you diagnose and fix most TV problems. The company provides instructions on its website that describe exactly what you need to do, as well as a web-based troubleshooting tool. Both should only take a few minutes. This won’t solve every conceivable problem, but it should solve many of them.
As with Internet and Wi-Fi issues, you may still encounter issues that require you to contact Verizon support, so be sure you can clearly describe your problem to minimize the amount of time you have to spend on the phone.
The bottom line
Just a few years ago, Verizon FiOS seemed to be known more for the problems its users encountered than anything else. Fortunately, for both existing customers and those interested in trying out the service, it has come a long way since those days.
There are still customer complaints, but that’s true for any service. This does not mean that we should look the other way, but simply that any such service will run into problems. Most problems that users experience with Verizon FiOS can be resolved either by resetting a piece of equipment or by making a call (or several calls) to customer service.
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Source: newstars.edu.vn