@ValuSkr wrote:
@Jordan2 wrote:
Get this, Verizon will waive the $99 installation fee if you order online, if you order on the phone they charge you! That doesn't seem fair. Just wondering if I get phone and internet from Verizon does someone come to install it, or do they think it's something you can do for yourself ( I don't think I could)?
@Jordan2 Yes, my understanding is that installation is free if you order online. They will send someone to install, if you're ordering FIOS (I don't think the average person could do it his/herself). You can live online chat with customer service while you're placing your order; they're very good about answering questions and concerns.
I'm thinking of switching back to Verison FIOS myself and went through the online process a couple weeks ago. Didn't follow through and place an order but will do so within the next month or so.
If your house already has a pre-installed ONT (Optical Network Terminal) and it's pre-wired for ethernet with CAT 6 cabling, then the install is very, very simple. Most older homes aren't pre-wired however. I just had FIOS Internet installed here two weeks ago Monday and the install only took about two hours. They said to allow three to five hours, but it went faster. I had nothing preinstalled and had to have everything done, but it was pretty quick.
The installer checked out where I wanted it installed, measured from my house to the nearest terminal on the poles. (The cable they use from the terminal to the ONT is premade so they need to know the length they need. Mine was two hundred feet.) Then he installed the ONT box on the outside of the house and ran the cable from the terminal to the ONT box. Then he drilled a hole in the wall and ran the power cord and a CAT 6 cable into the basement. The power supply was plugged into an outlet and connected to the ONT. The CAT 6 cable was fed up to where I wanted the router and the wires stripped and a connector added. Then the CAT 6 cable got plugged into the router and the router got plugged into the outlet and it was pretty much done. The service then had to be activated and once that was done I just renamed the network to the old name and changed the password to the old password so I wouldn't have to redo every device and I was in business.
If you have a pre-installed ONT and a properly wired network already in place, install should just take a few minutes. I ordered online and paid $0 for the install. I'm renting their router at $15 a month and my bill for 100 Mbps is under $56 and includes a free year of Disney+. I was paying $22 a month more for the same service without the Disney+ so it was a good move for me.
As to customer service from a cable company, I worked for Frontier Communications as a CSR and it was a miserable job. Your hands as a CSR are largely tied and you're extremely limited in what you can do for customers. Frontier wronged customers in multiple ways and as a CSR you could do very little to right the wrongs. One example being, I had a caller who'd last been a customer in 2010. They'd bought a new home in 2012 and their credit check had been fine. They were buying a new home in 2017 and the credit check showed they owed Frontier $516. They didn't know why. The charges had started back in 2012 when the husband had called "the phone company" Frontier instead of their current phone provider, and asked if they had an unlisted number. The braindead Frontier CSR who took that call found their old disconnected account from 2010 and said no. The CSR then somehow added the charge for an unlisted number to their old disconnected account. For five plus years they'd been billed for an unlisted number even though they had no service from Frontier and lived in an area we didn't serve. Their bills were sent to the address they'd lived in back in 2010. Should be easy to fix, right? No. Because their bill was over $100, it had to go to the CAP team to be adjusted. The CAP team, sticking with Frontier's policy, only waived the last six months of improper billing ($30) and not the other nearly five years or the late fees. It was then my job as CSR of record to call the customer back and tell them they still owed Frontier $486 still after the adjustments, for a service we couldn't provide and they should have never been billed. It's a miserable job. Most CSR's are working with their hands tied and can only do what the company lets them and most companies are a bit crazy.
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