Just when I think Verizon can sink no lower in customer support, they continue to disappoint me with the new depths that they stoop to.

This started at the beginning of last month. I started receiving emails from them stating that the TV set-top boxes for our Verizon FiOS service (which we've had since they introduced FiOS TV to the area something like 15 years ago or so) are about to be expired as obsolete... but not to worry, they would be sending us new ones, gratis. (Yeah, right)

A week into December, no notifications, no nothing, just more emails. So I contacted Customer Support (via online chat... just try and find a live person to talk to these days) to find out WTF was going on. Informed in the chat that the actual cutoff was in April 2025, so we had time... but I could arrange to get them now... of course, there would be other changes. One hour or so of negotiating later, we would be getting the new boxes (at a slightly higher monthly fee, but nothing outrageous, like a buck or so each) and HDTV channels as well (which our current boxes don't have), AND a "free" upgrade to 1 GHz internet (currently 25 MHz up/down). Would require a new router as well, but all provided. If anything, our overall monthly cost would go down a few bucks!

Too good to be true? Yeah.

Tech comes in this morning, in the appointment windows (11 - 1, he was here about 1130). He goes over what we currently have so he can see what to change... first thing he says to me is, "there's no router on the order. You'll need a new router for 1 GHz". I tell him we were supposed to get one, even show him on the computer the confirmation email that says as much. As you've probably figured out, somewhere between the order being placed, confirmed, and sent for installation, that little item disappeared.

Not only that. Our landline was not on the new order either. If he hadn't pointed THAT out to me, our phone would have gone dark when he was done. And... if Verizon pulls your phone number, even if it IS their mistake... you don't get it back automatically. We've had that phone number for around 25 years, so this is NOT a trivial thing!

The service dispatcher calls us. I go over the documentation I received vs the documentation she has... yup, order fouled up. FUBAR doesn't even begin to cover it. Seems that our bill was going to end up going UP about $40 a month, AND we were going to get saddled with other equipment we didn't want or need.

So she redoes the order. 45 minutes later... Well, we're dropped to 100 MB internet speed... that's fine. Otherwise everything is as it was originally, and the monthly bill will be back down to what we were promised (and that I have in writing on the confirmation). Signed, sealed, delivered, just need it to get processed and get to the tech.

Tech sits in his van from about 12:30 to 3:30. It never gets processed. He did get to spend a little time reorganizing the back of his van though.

3:30 the service dispatcher calls us back. Seems that there was a "problem" with our account. She's not sure what it was, but some obscure department in Philadelphia has to sign off on the changes... even though all of the mixup is ultimately their fault. And this being a Saturday, there's no one in this department in Philadelphia. But don't worry, they'll get it straightened out on Monday, and we're rescheduled for Tuesday morning.

Somehow I'm not so optimistic.

Especially since, in reviewing the confirmation and the follow-up, somewhere between the confirmation and follow-up, our Internet speed has gotten dropped back down from 100/100 to 25/25. So much for a "free" Internet speed increase.

I'm so tempted to call the competition. If it weren't for one thing... Comcast is worse. (And DirecTV told me that I have to take my 2/440 antenna off the roof, even though it's no where near the chimney they were going to mount the dish on. No CB antennas near their dishes... and "they" (ie the local installers) don't care that Part 95 and Part 97 are two different radio services)

*sigh*