Experiencing an internet outage is always a hassle, and when you rely on Verizon FiOS, you expect quick and efficient support. Recently, I encountered a frustrating situation trying to get my Verizon FiOS internet service back online, highlighting the challenges of reaching effective customer service, even with a seemingly 24-hour phone number readily available.
My internet connection suddenly went down. Being technically inclined, I quickly diagnosed the issue to a lack of signal from the Verizon ONT (Optical Network Terminal) via the ethernet cable. I even tested with multiple new cables on different devices to confirm it wasn’t a simple cable problem. The ONT itself seemed to be the source of the issue.
Naturally, my first step was to call Verizon’s customer support. I dialed the number, 800-837-4966, expecting to connect with someone who could help resolve my internet problem. However, the initial experience was far from seamless. The automated system took me through a series of standard troubleshooting steps. It detected a potential ONT issue and initiated a reset signal. Unfortunately, this automated reset did not fix the problem.
The automated system then instructed me to power cycle the ONT – a step I had likely already considered and perhaps even tried. After this, I was told to wait ten minutes and call back if the issue persisted. The system assured me that my call and troubleshooting steps were noted, supposedly to avoid repetition. Then, the call disconnected.
After waiting longer than advised and still without internet, I called Verizon again. Predictably, the automated system attempted to guide me through the same troubleshooting steps I had already completed and which were supposedly documented. Trying to bypass this repetitive loop, I attempted to request a live service representative. Instead of connecting me directly, the system sent a text message with a link. Clicking this link, I was warned, would disconnect the phone call. Hoping this was a pathway to a live person, I clicked the link. Disappointingly, it led to another automated chat system, which again, started with the same redundant troubleshooting steps. There was no sign of a live agent in the chat, so I ended the session.
Frustrated, I called Verizon a third time. The automated system, unwavering, began the same troubleshooting sequence. This time, I resorted to repeatedly yelling “agent” into the phone. Finally, after a significant wait, I was connected to a live person. Even then, the representative initially guided me through the same basic steps: checking cables, testing with different devices. Fortunately, my technical setup allowed me to demonstrate definitively that the ONT ethernet port was not providing a signal. Eventually, the support person acknowledged the issue and scheduled a technician visit. However, the earliest appointment was for Sunday – two days away, as this all happened on a Friday. This meant a weekend without internet for all my smart devices and online needs.
This experience left me with several questions for Verizon regarding their customer service, especially given the promise of 24-hour support:
a) Why is it so difficult to bypass the automated system and connect with a live tech support agent when calling the Verizon FiOS customer service phone number?
b) Why does the automated system insist on repeating troubleshooting steps that have already been performed and supposedly recorded in their system?
c) The level of technical detail I navigated with the live agent is beyond the capability of many average users. What is Verizon’s actual troubleshooting strategy for customers who lack advanced technical skills in similar situations?
d) Shouldn’t Verizon’s ONT devices possess sufficient built-in diagnostics to identify hardware failures, like a dead ethernet port, without requiring customers to perform extensive troubleshooting?
e) In 2024, is a two-day delay for a technician visit to resolve a complete internet outage acceptable, especially in a suburban area near a state capital?
Having been a Verizon FiOS customer for years without prior tech support needs, this initial experience was remarkably poor. Spending over 1.5 hours navigating automated systems and repetitive troubleshooting just to schedule a technician is far from efficient or customer-friendly. While Verizon provides a 24-hour customer service phone number, the accessibility and effectiveness of reaching helpful, live support needs significant improvement to truly meet customer expectations in today’s connected world.
