Embarking on a FiOS adventure
Summary: Ever moving installation date makes Verizon appear unreliable.
A Verizon sales representative came to my door on Tuesday, November 30th, to convince me that I should move from Comcast's services to Verizon FiOS. I was told that I was one of the few remaining hold outs in the neighborhood and that Verizon make a special offer to persuade me to switch.
Since I was reasonably happy with Comcast's digital services, I needed to hear that Verizon was going to offer something that was good enough to make me consider their services. They did.
The deal
The sales rep appeared to handle my skepticism in stride and stuck to describing what Verizon's offer was.- First of all, Verizon was not expecting me to sign a long-term contract nor would I have to pay an "installation fee."
- Verizon was offering more high definition channels and the sales rep claimed that the picture would be much better than Comcast's compressed offerings. Some of these were channels that I used to get on Comcast, but they disappeared during the analog to digital transition a while back. Comcast moved them to a different, more expensive tier of service.
- Verizon was offering higher speed internet service and claimed that they would provide significant performance improvements (25 Mbps upload and download) over what I had observed on Comcast (up to 10 Mbps download and up to 3 Mbps per second download.)
- My telephone numbers would be moved over on installation day so the move would create little or no disruption.
- I would be given a year trial of a number of services including a digital video recorder (DVR), several on-demand cable movie channels, a NetFlix-like movie streaming service and a number of other things that I didn't want, but wasn't allowed to refuse (I can always turn them off can't I?)
- The installation was to be on December 10th.
Preparing for the installation
I moved my meeting schedule around so that December 10th would be open for the disruption that the installation would surely cause. I planned to use that time to focus on Kusnetzky Group client projects.The Email messages began to fly
Over the intervening time, I was sent a "Welcome to Verizon's FiOS" message; several "please verify your order messages," each containing a different installation date and time; and finally, two different revised installation appointment messages, also containing different installation dates and times.Each time I got one of installation-related messages that presented a different date or time, I called Verizon's installation hot line to find out what was happening. I got different stories each time I spoke with a Verizon rep. With a bit of persistence, I was moved back to the December 10th morning installation time slot. I was amazed that the company would treat me this way before I was a paying customer.
The installation day arrives, but Verizon didn't
December 10th came, but the installation crew didn't. I called the hot line again and was told that there was a problem with the installation scheduled immediately before mine. I was told that the crew would arrive, just a bit later than expected. Of course, the crew didn't show up.So, I called the hotline to cancel the order. I didn't need the hassle. I was forwarded to someone in the "retention department" who offered a price reduction for the service if I would stay with Verizon. I was told that the crew would show up on December 19th. I told them that date was unacceptable. The installation date was moved to December 15th.
The Verizon retention representative explained that Comcast was at fault. They hadn't done the processing necessary to release my telephone number. I pointed out that it would have been nice if someone from Verizon would have contacted me if there was a problem rather than just not appearing at the scheduled time or hiding the problem behind a number of Email messages.
Installation day take 2?
I've gotten a number of Emails from Verizon trying to build excitement for the new services (most of which I didn't want in the first place) and telling me that the crew would arrive December 15th between 8 AM and Noon ET. Since I had gotten similar messages on December 8th 9th, I didn't pay much attention to them.This time, something new was added. I received telephone messages on my office telephone line and on my mobile phone line telling me the same thing. Wow, that certainly added to my level of excitement.
If they actually come and install FiOS and I'm able to get back on the net today, I'll post here about the experience. So far, so bad with Verizon.
9 AM Update
I called to check on the installation crew since the didn't show last time and didn't call. It appears that the service representative picked up the order at 9 AM and should appear sometime before Noon. While this appears promising, I'll believe it when someone actually parks the truck outside and I see it through my office window.10 AM Update
Chris, the Verizon FiOS installer, called to tell me that he's nearby and will be here shortly. The delayed installation just might happen today. If it does, I'll be off the network for a time.10:20 AM Update
The installer's truck just drove up. I guess the installation is going to happen today. I'll let you know how it goes.11:10 AM Update
It appears that Verizon made a clerical error when entering my order. Only one telephone number was listed. I face a choice, wait a couple of weeks for this installation or give up one of my telephone numbers and get another one. I guess that I'll take the new number.3:35 PM Update
Since you're seeing this, the installation of the internet connection has worked. The televisions see their signal. I've received a telephone call on my main number, so the digital telephone service is working. I ran a test of the upload and download speeds and see a problem. I was promised 25 Mbps up and down on the internet service. I'm seeing 25 Mbps down and only 6 Mbps up when my system is connected directly to the Verizon router. It clearly doesn't live up to the sales person's promise that the network would have symmetrical performance of 25 Mbps.I've spoken with a Verizon FiOS represenataive about this moments after the installation was completed. I'll speak with him again today.
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Talkback
RE: Embarking on a FiOS adventure
RE: Embarking on a FiOS adventure
I agree.. I have had 100% uptime since I got my FiOS service 3 years ago.. With crapcast I had around a 35% uptime as per the dsl reports uptime monitor.. Also had to have crapcast come out 4 times in a year and the problem never got fixed..
too bad it's essentially discontinued
http://www.engadget.com/2010/03/27/verizon-shelves-plans-for-future-fios-rollouts-relocations-to-m
RE: Embarking on a FiOS adventure
RE: Embarking on a FiOS adventure
For all us schlubs Verizon regulary tramples over us with no apologies as they are the ILEC and can do whatever they want.
RE: Embarking on a FiOS adventure
After it was done, some of my friends found the wonderful customer support to be enough to pay the cost of eating the contract and moving elsewhere. My favorite was the failure of FiOS at a friends house and the refusal of Verizon to look into the problem until they called in on the FiOS phone at their house (which of course did not function since FiOS was out!).
RE: Embarking on a FiOS adventure
FiOS is still very immature in this area. I remember speaking to a FiOS rep who wanted to "sell me" on the package. Firt off, no free 411 - a real bummer. Then he told me that the installers would need access to an eletrical outlet to power their gear - and one was not in easy reach. I asked them to contract with an Electrician and have it installed, but they said no.
So did I. Idiots.
Clarification...
RE: Embarking on a FiOS adventure
RE: Embarking on a FiOS adventure
RE: Embarking on a FiOS adventure
FiOS is not available in my area on NJ, only Cablevision's Optimum services. I can't complain about the level of service and reliability I get from them. Customer service is good, and my uptime is close to 100%.
RE: Embarking on a FiOS adventure
RE: Embarking on a FiOS adventure
Comcast keeps calling and sending mailers to try and get me back to their service after over 11 years as a customer. I told them if they could do better than the rate (I told them the rate) I was getting with FIOS for the triple play with the channel package (I told them the package) I had and the guaranteed bandwith (I told them the up and down rate), along with a two year rate guarantee, then I *might* consider it.
They pretty much stopped calling after that when I explained that I don't care about 99% of the channels they offer, nor that I wanted to install 'compression/decompression' software to get the occasional "50MB" download speeds they touted as available.
Embarking on a FIOS adventure
RE: Embarking on a FiOS adventure
The price is illusionary...
I was there to ask them some pointed questions, like what channels would be sent in clear QAM so devices would not need the rented boxes. Generally the salesninnies didn't know what I was talking about, and after they made some phone calls, assured me that all the basic channels would be unencrypted, just like Comcast was at that time.
That turned out to be NOT TRUE, ALL channels except for broadcast ARE encrypted and you need to rent their boxes for the rest of your life to get those channels. Now that in and of itself would be grounds for contract revocation, but they didn't put that in writing, and besides, since then Comcast has encrypted most everything too.
But, Comcast offers up to 3 free boxes, versus Verizon charging right from box 1, anywhere from $4 to $10 each.
Next up, they crow about how many HD channels you get -- that's also a serious misdirection, on the advertised package deal you get only broadcast HD in clear QAM (an FCC mandate), and practically no other channels. You need both a more expensive HD box AND a higher level of service to get non-broadcast HD.
With the phone service, their advertised price doesn't include all the extra taxes and fees; however, their 'digital voice' service does manage to lessen some of those costs.
Installation was NOT an issue, the crew arrived on-time and spent a fair time doing their thing; I had anticipated the need for an outlet so already installed one.
But, that box to run the fiber, and all the required converter boxes that do NOT use any less power when turned off than on, and your modem/router that you MUST leave on to use some of the TV features, results in perhaps another $10/mo on electricity.
Sounds like a total pan of FIOS, but no, the service and features are all primo, scorching fast internet, lots of HD, fully-featured phone, but the price ends up far above what their ads and salesmen would imply. Also so far, reliability hasn't been an issue. Just be prepared to pay more now, and lots more later, after your promo period ends.
Hah! You don't get it, I think.
Comcast gives different deals on a market by market basis. I have no alternatives, ergo Comcast didn't give me ANY free boxes. Just by having an option besides cable, your CABLE option improved.
RE: Embarking on a FiOS adventure
When we ordered our new phone line, they trenched the line down are street but not to our house. And we got a bill for 3 months of use with late fees, I went to the back of the house and there were not even any wires in the TNI box from the poll on the street. I called them asked them how they could charge me for service I do not have
After that was straightened out and we had phone service, we had a neighbor try to order Verizon service,
Verizon had no idea where they were located. Verizon suggested that they get our number to help locate them,
even after that, Verizon could still not locate them,
Another Neighbor called up to get phone and was offered High Speed DSL we are in rural America, and when they came to install it, they told her it was not available and on top of that the wiring in the TNI was screwed up and the phone did not work.
RE: Embarking on a FiOS adventure
RE: Embarking on a FiOS adventure