Being a Verizon Fios customer for the past four years, I must say, the service itself has been very reliable for the most part compared to Comcast.
Couple of weeks prior to the end of my two-year service agreement, I thought of contacting Verizon’s customer service to inquire about offers for existing customers. I must say the experience was unpleasant.
Even though it says on my bill that my existing offer for the Triple Play package has been extended for an additional year, I was told by the customer service representative that my existing package price of $115 plus equipments will go up, literally doubled even with a new two-year agreement.
So I was debating whether I should say with Verizon or sign up with Comcast and take advantage of their offers for new customers. At the same time I wasn’t ready to give up Fios Internet service. I decided to call Verizon again and just sign up for the Internet service ($89 for 75MB) by itself in which I ended up signing up for new two-year contract, costing me almost the same price for the Triple Play package. I know it was a mistake!
A week later, I contacted Verizon customer service again inquiring to sign up for Triple Play package in which the price was over $200 with only basic TV in which I ended up not getting.
Few days later, while checking Twitter feed, I came across Verizon Fios promotion posted by Verizon Fios social media team in which I replied to, complaining about the way Verizon treats loyal customers. I was told to send them Direct Message (DM) via Twitter in which I was asked to verify my account which I did. Unfortunately, they were no help & pretty much directed me to contact customer service again. You can say, it’s a nice way of shutting up a customer before exposing the downside of their service.
I waited about a month till mid Verizon January and contacted Verizon customer service again. Luckily, I spoke with a knowledgeable customer service representative who told me what the two previous customer service reps told me wasn’t correct. She canceled my two-year agreement for Internet only service and restored my Triple Play package for a year without a contract.
My advice to existing Verizon customers NOT to contact customer service during the month of December because many of the experienced customer service reps are on leave and the new reps have very little knowledge about offers and loyalty programs available.
Unfortunately, I returned a digital TV box that I was only paying $6.99/month in which is discontinued. Meaning I had to get another digital box at a fee of $11.99/month.
