Verizon: stay or switch?
Jan 7, 2014 at 11:11am Edited
In my experience and in the experience of most of my clients who have been able to compare verizon with comcast, they're both bad but comcast is noticeably worse. I understand your impulse to switch just so you can stick it to them, but you'll be injuring yourself if you switch to comcast.
As far as I know, each locality has one cable TV operator, not counting verizon fios. If I remember right, you're in Millburn, so that means your choices are verizon, comcast, and the satellite providers. No cablevision for you. You can get cablevision in South Orange, but you can't get comcast there. I guess this is because this is how the turf was divided long before verizon came out with fios and was allowed to provide content.
As far as I know, each locality has one cable TV operator, not counting verizon fios. If I remember right, you're in Millburn, so that means your choices are verizon, comcast, and the satellite providers. No cablevision for you. You can get cablevision in South Orange, but you can't get comcast there. I guess this is because this is how the turf was divided long before verizon came out with fios and was allowed to provide content.
We noticed a significant difference in internet speed when we switched from Cablevision to Fios. So if you can stick it out, I would...
Yup, Cablevision was MUCH slower than advertised. Sometimes it seemed like dial up.
Jan 8, 2014 at 1:46am Edited
online chat is infuriating. Speak to someone on the phone only. They are better than comcast. Also tell them you are this close to dropping them like a hot potato and they will put you on with someone in retention. They are more on the ball and have more leeway to offer special services or deals.
mod makes a good point. The cost of losing a customer is much greater than it appears. Remember, the marginal cost of having you once you are on is extremely low. I'd bet a huge amount of the costs are connecting you and disconnecting you. Once they think you seriously are considering leaving, you'll be a valued customer. The trick is convincing them of this. Get an offer in hand from comcast, and offer a few details of the offer to the verizon person.
Horrible experience with Verizon. Months of issues and some of the shoddiest customer service I have ever dealt with. Left them for Comcast. Pleased as punch. One odd note: When I called to cancel that's where I got the best customer service. Gracious and easy.
Thanks for the input.
Tom-- Yup, Millburn, so I guess the options are limited.
Mod-- If I related to you the phone conversations I've had with them, you wouldn't believe it. Their phone reps--with the exception of their tech people--are ridiculous. They know nothing and constantly spew out incorrect information. To cite two recent examples: The first rep I asked about options for expanding DVR capacity told me categorically that there was NO way to do that other than purchasing a second DVR. Another rep I talked to after trying to order an upgraded capacity box (which they do offer online, if you search hard enough), insisted that the upgrade was simply a software upgrade. Then she noticed that her screen said something like "will ship in 5 days," which she told me. I then asked, "If the upgrade is just software, WHAT is shipping?" Her response? "Uhhh....." They don't even listen to themselves! (At this point, I don't know if I'm getting an upgrade or not. I ordered it online, but they don't seem to have any record. The last rep I spoke with told me to wait till Thursday and then call tech support, which made no more sense than anything else.)
Tom-- Yup, Millburn, so I guess the options are limited.
Mod-- If I related to you the phone conversations I've had with them, you wouldn't believe it. Their phone reps--with the exception of their tech people--are ridiculous. They know nothing and constantly spew out incorrect information. To cite two recent examples: The first rep I asked about options for expanding DVR capacity told me categorically that there was NO way to do that other than purchasing a second DVR. Another rep I talked to after trying to order an upgraded capacity box (which they do offer online, if you search hard enough), insisted that the upgrade was simply a software upgrade. Then she noticed that her screen said something like "will ship in 5 days," which she told me. I then asked, "If the upgrade is just software, WHAT is shipping?" Her response? "Uhhh....." They don't even listen to themselves! (At this point, I don't know if I'm getting an upgrade or not. I ordered it online, but they don't seem to have any record. The last rep I spoke with told me to wait till Thursday and then call tech support, which made no more sense than anything else.)
You have two local providers and one or two satellite providers. Most people have the choice between a connection and no connection. You have reason for a lot of gratitude.
My choices are between verizon dsl and time warner cable. I have the latter. Download speed is 20 Mbs but upload speed is less than 1 Mbs. It's pretty pitiful. The good news is that fios is on the way here. There's no telling when, but it's in the streets. Getting it in the building is the next trick.
My choices are between verizon dsl and time warner cable. I have the latter. Download speed is 20 Mbs but upload speed is less than 1 Mbs. It's pretty pitiful. The good news is that fios is on the way here. There's no telling when, but it's in the streets. Getting it in the building is the next trick.
You could slice my bill in half and still I'd not switch back to Comcast.
This thread has reminded me I need to call Fios and cancel Showtime, now that Homeland's over for a while. Last time I talked to them I had some kind of grandfathered-in package so we'll see how this goes!
Tom -- It's ironic that the Fios service generally works well, but that the reps are so awful (or so badly trained, one might say generously). The company is constantly pulling crap. Example: My spouse got her first smartphone a couple weeks ago, purchasing it at a Verizon store. Without asking us, they automatically added a $36 insurance charge plus a $10/month security package! I caught the former while still at the store and had it removed. I didn't find out about the latter until we got our first bill. It's outrageous that they do this kind of thing. I wonder how many people don't realize it.
Good luck getting Fios. I'm sure you'll be happy with the service--just avoid the reps! : )
Good luck getting Fios. I'm sure you'll be happy with the service--just avoid the reps! : )
I researched the whole Verizon FIOS/Comcast thing in December, and Comcast is more expensive than FIOS with less service. I still haven't been able to get the great package deals others here have gotten (a verrrrry long story) and have filed a complaint with the BPU, who hasn't responded either. I'm chalking the whole FIOS thing up to a necessary evil that I'll have to deal with.
unicorn33 said:
mum --Complaint against Verizon or Comcast?
Verizon (I've never had Comast). When I negotiated my new 2 year deal with FIOS in December they gave me an extremely great price over the phone. However, when they confirmed it by e-mail, they quoted much higher rates for less service. After countless phone calls to them, the BPU, to their executive offices, etc. they would not honor the original quote they gave me. That was when I filed a complaint with the BPU and haven't had a response from them either.
You know, I have to say that my experience with comcast customer support over the years has been pretty darn good. And I don't have any complaints with the service either. I've got a FIOS box sitting in my closet but I've never had the urge to sign up for Verizon.
Jan 8, 2014 at 8:33am Edited
mum-- I'm not at all surprised to hear this. Probably the rep who gave you the price had no idea what s/he was talking about. As I've noted above (and elsewhere), this is typical of their employees. I'll be interested to hear how you make out with your complaint.
Meanwhile, don't overlook the power of social media. For example, you could post your complaint on their Facebook site. (I posted on that site the ridiculous online chat that I had with them yesterday. Let the world see what customers are up against!)
Meanwhile, don't overlook the power of social media. For example, you could post your complaint on their Facebook site. (I posted on that site the ridiculous online chat that I had with them yesterday. Let the world see what customers are up against!)
Had CC for years . I was on a first name basis with our repair guy. Switched to FiOS after moving, much better deal , but the hucksterism on the screen by Verizon is really annoying . It took 3 trips by Verizon to get the service right. But the picture is better than CC . Have Direct @ work , forgetit , if you have plans to watch TV during a storm , better take up needle point. In the end I'll stick with FiOS.
totally agree--I like Fios, but the customer service is dreadful.
I've had better luck communicating with verizon via twitter: @VerizonSupport. they're quicker to respond and somewhat less frustrating than the live chat people.
I've had better luck communicating with verizon via twitter: @VerizonSupport. they're quicker to respond and somewhat less frustrating than the live chat people.
For what it's worth, I've made many tech support calls to all three companies on behalf of my clients. Verizon gave the best service.
To hold your salesman to his quote, get his name and badge number and phone number. Call him back when you get the bill, if it's wrong.
To hold your salesman to his quote, get his name and badge number and phone number. Call him back when you get the bill, if it's wrong.
Tom_Reingold said:
For what it's worth, I've made many tech support calls to all three companies on behalf of my clients. Verizon gave the best service.
To hold your salesman to his quote, get his name and badge number and phone number. Call him back when you get the bill, if it's wrong.
Were you talking to me, Tom? If so, I have his name and telephone number and when I went to call him back it wound up being a general number. Nobody would let me talk to him, saying anyone answering that pool phone could help me. They couldn't/wouldn't. When I spoke to the guy in the executive office, I again asked to talk to this Mr. Bryan and he also said that was not possible but he would certainly speak with his supervisor about the bogus quote he gave me! Unbelievable!
Oh that's too bad. In retrospect, I guess I would have called him back at the number he gave to make sure it worked, and I'd do that before making the agreement. But I wouldn't have thought of that until just now.
Tom_Reingold said:
Oh that's too bad. In retrospect, I guess I would have called him back at the number he gave to make sure it worked, and I'd do that before making the agreement. But I wouldn't have thought of that until just now.
I honestly had no reason to believe that a man from Verizon who I just finished talking to would give me a bogus number to call him back at. In fact, I did ask him before hanging up, what happens if I have a problem with this arrangement and he said here's my name and number, don't hesitate to call me. HA! I won't get fooled again.
In early Dec I renegotiated our service with a change of mix in hardware. I had to call tech supportduring set up of new gear. After resolving that minor prob I was able order the new larger capacity dvr w/ that rep. Quick. clean no prob. I was given a target date for delivery. Rec'd the new piece on time easy set up.
Everything went so smoothly that I'm worried the world will end.
Everything went so smoothly that I'm worried the world will end.
Verizon customer service always makes me think of these guys:
https://www.youtube.com/watch?v=6cnB21DzXf4
Do you remember the big Verizon cocaine/prostitution office arrests?
I know there were a lot of reforms, but while an old dog may learn a few new tricks, he doesn't necessarily forget that he's a wolf.
https://www.youtube.com/watch?v=6cnB21DzXf4
Do you remember the big Verizon cocaine/prostitution office arrests?
I know there were a lot of reforms, but while an old dog may learn a few new tricks, he doesn't necessarily forget that he's a wolf.
Looks like I'm switching to the Verizon as Comcast tried to sneak an $8 a month cable modem rental charge onto my account even though I've had my own cable modem since the service was installed almost 4 years ago. I used Comcast's online chat to try and resolve the issue, but after the normal give us the social security last 4 … please wait 4-6 minutes for us to look up your account … are you sure you bought your own cable modem … so you never had a Comcast modem … here are troubleshooting web sites for when you have internet issues … we need you to give us your modem's MAC address …
Finally I just told them that I was at work and didn't have access to my modem's MAC address they just need to remove the $8 cable modem fee for a cable modem that I have a receipt from 2010 for … why can't they verify that on their end? Then the chat rep just closed the chat ticket and left the room.
It is going to be easier to just have Verizon come out on Monday and hook that up then it is to get Comcast to stop billing me $8 a month for something I already own. Crazy.
So … hey drummerboy I'll buy you a Joe of your choice from Scotty's Deli for that FIOS box gathering dust in your closet.
Also I'm going with the bottom of the barrel package with no contract … how has the FIOS 15/5 worked out for anyone who might have it? I will mostly be streaming Netflix to 1 Apple TV at a time and probably some internet surfing on 1-2 iPads possible at the same time. From everything I've seen online so far it seems the low end internet FIOS package should work fine.
Finally I just told them that I was at work and didn't have access to my modem's MAC address they just need to remove the $8 cable modem fee for a cable modem that I have a receipt from 2010 for … why can't they verify that on their end? Then the chat rep just closed the chat ticket and left the room.
It is going to be easier to just have Verizon come out on Monday and hook that up then it is to get Comcast to stop billing me $8 a month for something I already own. Crazy.
So … hey drummerboy I'll buy you a Joe of your choice from Scotty's Deli for that FIOS box gathering dust in your closet.
Also I'm going with the bottom of the barrel package with no contract … how has the FIOS 15/5 worked out for anyone who might have it? I will mostly be streaming Netflix to 1 Apple TV at a time and probably some internet surfing on 1-2 iPads possible at the same time. From everything I've seen online so far it seems the low end internet FIOS package should work fine.
Capnmarko,
Note there's been a lot of discussion on this and other threads about how bad vzn is. Several of have written confirmations as to ratesthat are then changed and BS bills that are so complicated that no one can understand them.
I've this before: when you buy these or other services you're buying 2 things. You're buying the tech AND the corp behind it. No one is jumping for joy about any of these asshat corp policies. That said fios tech is GREAT; asshat corp to deal with.
Note there's been a lot of discussion on this and other threads about how bad vzn is. Several of have written confirmations as to ratesthat are then changed and BS bills that are so complicated that no one can understand them.
I've this before: when you buy these or other services you're buying 2 things. You're buying the tech AND the corp behind it. No one is jumping for joy about any of these asshat corp policies. That said fios tech is GREAT; asshat corp to deal with.
Thanks Apollo … good to know.
My take away so far has been that FIOS seems to be slightly faster with their low end Internet speeds and substantially more reliable over time. But both FIOS and Comcast have terrible customer service unless you are canceling and they are trying to stop loss you as a customer.
I will see how it goes with the FIOS switch … I've already encountered what seems might be slightly problematic in that I had to order a FIOS box when signing up online but the on-line chat agent who I was working with did say that I could return the box to either 1) the instal Tech 2) a FIOS Store or 3) they would send out a shipping label and I could mail the box back and then they would get rid of the $8 a month box rental fee … somehow I think this is going to be a bit more problematic then that … but if I do end up paying them $8 a month for a box for a little while it is for something they actually provided me with not like the $8 a month charge Comcast added to my bill for the cable modem I bought from NewEgg.
I'm slightly concerned about the internet speeds what I've seen online is a mix with the majority saying that the 15/5 service is plenty good for streaming Netflix if your wifi router is decent (which it is) and some defaulting to you should get the 50/25 … I will try it out and see how it goes. I went with the month to month package so if they tick me off too quickly I can always go crawling back to Comcast.
My take away so far has been that FIOS seems to be slightly faster with their low end Internet speeds and substantially more reliable over time. But both FIOS and Comcast have terrible customer service unless you are canceling and they are trying to stop loss you as a customer.
I will see how it goes with the FIOS switch … I've already encountered what seems might be slightly problematic in that I had to order a FIOS box when signing up online but the on-line chat agent who I was working with did say that I could return the box to either 1) the instal Tech 2) a FIOS Store or 3) they would send out a shipping label and I could mail the box back and then they would get rid of the $8 a month box rental fee … somehow I think this is going to be a bit more problematic then that … but if I do end up paying them $8 a month for a box for a little while it is for something they actually provided me with not like the $8 a month charge Comcast added to my bill for the cable modem I bought from NewEgg.
I'm slightly concerned about the internet speeds what I've seen online is a mix with the majority saying that the 15/5 service is plenty good for streaming Netflix if your wifi router is decent (which it is) and some defaulting to you should get the 50/25 … I will try it out and see how it goes. I went with the month to month package so if they tick me off too quickly I can always go crawling back to Comcast.
You can provide your own FIOS box instead of renting it monthly? I had never heard that.
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P.S. Below is the most recent online chat I had with them, which was both preceded by and followed by several equally unsatisfying phone conversations. It would be funny if it wasn't so pathetic--
Live Chat Transcript
Chat Subject:FiOS Television (DVR)
Your Question:Last week I ordered from you online a dvr upgrade for $50. I was wondering when I might receive it?
A Verizon Service Representative will be with you shortly. Thank you.
Agent Vikas has joined. (14:19:57)
Vikas : Chat ID for this session is 01071495089. (14:19:57)
Vikas(14:20:02): Thank you for contacting Verizon FIOS technical chat support. My name is Vikash. May I confirm your telephone number as xxx-xxxxxxx?
STERN S(14:20:18): correct
Vikas(14:20:53): Tank you.
Vikas(14:20:53): Thank*
Vikas(14:21:14): Have you placed the order online to upgrade the DVR?
STERN S(14:22:01): I clicked the upgrade box and clicked the box saying I would pay $50. So, yes.
Vikas(14:22:39): I am checking for the order details.
Vikas(14:22:39): Please give me 2 minutes.
STERN S(14:22:51): ok
Vikas(14:26:17): I don't see any pending orders on account, let me connect the chat to billing team, they will be able to locate the order.
This session is being transferred. (14:26:34)
This session is transferred to Lisa. (14:26:43)
Agent Lisa has joined. (14:26:43)
Lisa : Chat ID for this session is 01071495089. (14:26:43)
Lisa(14:27:02): Hello. Thank you for choosing Verizon and visiting our chat service. I will be happy to help you today.
May I have permission to review your account?
STERN S(14:27:21): yes
STERN S(14:30:12): Hello??
STERN S(14:31:32): Anyone there?
STERN S(14:32:42): Is this the worst customer service on the planet?
Lisa(14:34:52): Hello
Lisa(14:35:07): I'm sorry for the difficulty you're experiencing.
Lisa(14:35:18): Thank you for your patience. I am still working on your request and will be back with you shortly.
STERN S(14:36:14): This chat has gone on 16 minutes so far and gone nowhere!
Lisa(14:45:20): Verizon has created a dedicated web page for you to order the expanded storage DVR. To order the expanded DVR, please visit us directly at:
http://www.verizon.com/upgrademydvr
Lisa(14:55:10): Thank you for choosing Verizon. We appreciate your business. If you have any additional questions, please do not hesitate to contact us again.