Verizon FIOS making me HOT!

[JeffP]

This has been a on going saga for months but my next door neighbor has FIOS installed with internet and cable. When I call for service I'm told it's not in my area. It seems if the database says no you are SOL regardless. There's even two neighbors yards the FIOS cable runs over to get to the next door neighbors house and they get the same mumbo jumbo of it's not in the area. It's a obvious error on their part in keying in the area but there seems to be no way to correct it.

I've called customer service at least a dozen times and every time it has to go to engineering for approval which appears to be a dark hole at Verizon. I've even verified the neighbors connection isn't a test or beta for the area and it's not.

Has anyone else run into anything like this and if so what did you do? Anyway to contact engineering directly. Their Customer service sure woln't do it.

Jeff

[Bschneider]

I had the same problem. What I had to do is get on the phone and check out the spelling of the street address. My problem was that the CSR was keying in DR and not DRIVE. You have to have them spell out everything. Its the most craziest thing but it works, most of the time.

If you can get with your neighbor that has it and check out the address of the bill and confirm it with the CSR.

[Josh-NewTampa]

This is one of the chief complaints I have with Fios... had the internet for over a year and the cable for about 8 months. Their systems are horrible when it comes to searching for your name, address, anything. I have Vonage for phone service, and since I don't have a Verizon phone number it takes then 5 minutes to find my account. I even give them my account number, but they said they can't look me up using it. UNREAL!

Make sure they spell everything out correctly and ask them to repeat everything... that's about the only way you might get Fios unfortunately!

[JeffP]

The address is correct. In fact when I last spoke with them I gave them the neighbors address (same street just different house number) and phone number. They said "yep he has it. Not sure why you don't we will send to engineering for resolution". You see the vicious cycle I'm stuck in.

I'm certainly understanding some of your guys complaints with FIOS CS even after you have service. Or the lack their of maybe I should say.

Very, very frustrating indeed.

[CactusJack]

Their web-based system apparently isn't any better. I used their page to find out whether service is available in my area. First, it didn't find my Verizon phone number in the database. Then, checking by address, it said it found several addresses similar to mine. I selected my EXACT address from their list, then it said it could not find my address! Sheesh. Are they competing with BHN for poor customer service or what?

[Floyd]

Is there a fios streetside terminal box close to your house? Mine is on the far side of my neighbors lot. If there is one, then you can get the service once the snafu is resolved. Meanwhile, have some fun with this situation.
Give them the address of one of your neighbors, and see if their computer gives it the go ahead for installation. If it does, put a phoney house number out front for the installer to find your house with, and notify the neighbor to direct the installer to your house, just in case the installer goes to the right house. After the install is finished you can correct the address problem........online, of course.