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Embarking on a FiOS adventure Day 2

Summary: Another day more FiOS issues to manage

Dan Kusnetzky

By for Virtually Speaking |

It was a rocky start on my FiOS adventure (see Embarking on a FiOS adventure for more information). The company sent me at least 8 different messages changing the date/time of the installation. In the end, they didn't transfer over my office telephone number properly.

A clerical error caused them to think that only one telephone number was to be transferred from Comcast to Verizon, since other errors had delayed the installation, I just wanted  to get on with it so, I told them to generate a new telephone number for my office.

Once everything was installed and Chris Manning, the very knowledgeable and friendly fiber service representative left, I immediately turned to the task of making sure that all of my systems connected properly to the network.

I had to reconfigure the Verizon router so that the WiFi network had the correct SSID and password allowing my computers, print server and file server to connect with one another. I also had to reconfigure the connections between the computers and the print server to make printing possible. I also had to reconfigure the file server making it possible for me to back up my data.

I'm still working through the issue that the network performance offered by FiOS (as configured today) is not what I purchased.  The tech support folks are working on that now.

Update 10 AM ET

I've been trying to look at the configuration of the account online. I'm not allowed to register without my account number. That number is not on any document I've been given so far. No one at one of the Verizon store will give me that number (they see it on their computer screens). No one at Verizon's 800 sales support number will give me the number either.

One would think that here in the 21st century that one could do business with an Internet company over the internet. Verizon is proving it is not going to make that task easy.

Update 11 AM ET

I've learned a bit more since my last update. The number that shows up on Verizon customer service representatives is not the account number I've been seeking. It is an internal account number allowing individuals or corporations to have multiple account number (allowing different locations, etc.). It makes some some sense that the representatives wouldn't give me that internal number - I couldn't use it in any useful way.

That magic number isn't generated until the first bill is generated.

Topics: Verizon, Fiber, Hardware, Printers, Servers, Wi-Fi

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8 comments
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  • RE: Embarking on a FiOS adventure Day 2

    Just wait until you have a real service problem and the Online people say its the wireline people's problem and vice versa. In the end neither will be able to improve the situation and leave you hanging. Good Luck
    alexmodel@...
    Reply Vote

  • RE: Embarking on a FiOS adventure Day 2

    My experience was similar. I wound up changing all of the devices in the house to use the new SSID that the Verizon router had. Probably six of one, half dozen of another.

    I also didn't have my account nbr till I received my first bill. I'd be curious about your experience using it to view your account online. I hit some sort of glitch, so when I log in I get an error and am told to call customer service. I'm so looking forward to that. Not!
    NJSteveK
    Reply Vote

  • RE: Embarking on a FiOS adventure Day 2

    I'm convinced that FiOS's online services are designed to be so obscure and difficult to use that those darn, pesky customers just go away.
    micsix8
    Reply Vote

  • RE: Embarking on a FiOS adventure Day 2

    Sigh! Verizon has not changed. I got FIOS about 2 years ago after spending 6 months of being told it was not available in my neighborhood even while my nextdoor neighbor had it the full time. Verizon thought & still thinks that I'm in an apartment house (actually it's a single family dwelling). I could never find the right person to fix the database. I only was able to get FIOS internet by ordering it as Unit #1 at my address. Then seems like Verizon thought my 2 phone numbers were in Unit #2 so they could not be bundled with the FIOS and had to stay on copper. After 6 weeks of trying I convinced them that it really was only one unit so I got the phones off copper and onto fiber but it took another 6 weeks and help from some dude in Florida to get my fax number to come up--it was in limbo all that time. Verizon still thinks this is an apartment house. And they wonder why I won't upgrade to FIOS TV. On the plus side, the internet speed meets their specs & I have had only one outage in 2 years. Their customer service was efficient & quickly determined that I needed to restart the Verizon router. That fixed everything. I hope the Verizon cell phone operation is better tuned in than land lines operation.
    stefankphd
    Reply Vote

  • RE: Embarking on a FiOS adventure Day 2

    So, based on your experience with Verizon
    Marc Jellinek
    Reply Vote

  • RE: Embarking on a FiOS adventure Day 2

    So, based on your experience with Verizon:

    They didn't bother to show up the first time, prompting wasted time and a number of calls on your part. Their explanation: it's Comcast's fault.

    When they did show up, the made two major mistakes: They didn't transfer over your office phone number (and appeared to not have a record of it) and didn't provision your service correctly (25 Mbps download/6Mbps upload instead of your promised 25/25).

    They seem to have no done any basic research. It's not like it's difficult to find out you write for zdnet.

    You don't mention it, but is Verizon FIOS less expensive or more expensive than your Comcast service?

    Is the "retention deal" a limited time offer (in other words, will it revert to full price at some point or is the deal perpetual)?

    And you can't even log on to their customer service site until you receive your first bill?
    Remind me again why you didn't cancel your order?
    Marc Jellinek
    Reply Vote

    • RE: Embarking on a FiOS adventure Day 2

      @Marc Jellinek As I mentioned in the first post, Verizon made me an offer I couldn't refuse. Since they didn't appear to know that I'm an industry analyst, my connection with ZDnet and other media outlets and research institutions didn't haven anything to do with it.

      Even if the internet performance doesn't match what was promised, it is still twice what I observed on Comcast's best days. It is significantly faster than Comcast's worst days.

      Customer service can still be contacted via telephone. I've spoken with them at least 10 times in the last several days. It takes patience, but I usually end up speaking with a knowledgeable rep in the end.

      I know that this "deal" will end in a couple of years. I expect competitive pressure will help me keep the price within reason.

      Dan K
      dkusnetzky
      Reply Vote

  • RE: Embarking on a FiOS adventure Day 2

    Where does Idaho rank? We have been living in Montana for the past 5 years and I am not supri<a href=http://www.hipersexshop.com.br>sexy shop</a>to find it #3 on the "worst" list. Considering a<a href=http://www.hipersexshop.com.br>sexshop</a>move to Idaho to escapthe high cost of living a low income in MT. There may not be a sales tax here but they get you if you own property!
    vaifazecoco
    Reply Vote
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