Monday, July 24, 2017

Our next candidate for negative stars has got to be Verizon FIOS support.

In countless ads the company touts its ability to stream from the users DVR to remote devices (as also touted by Xfinity).  The only thing is, it works fitfully if at all.  I have not once been able to stream to a plain, stock, vanilla Google Nexus 7 FHD tablet.  Every time I attempt to do so, I get an error message.

What's worse is dealing with technical support.  I have spent hours and hours on the phone (at this point probably close to 10 hours) while I am repeatedly asked to: (1) reboot the router; (2) reboot the cable box; (3) reboot the OTM; (4) reboot the tablet; (5) delete the application then reinstall it; (6) disconnect the wifi repeater.  After each hour-plus long call, nothing happens.  Nothing is resolved.

Well, not quite.  Actually what happens is that Verizon Support starts robo-dialing me, calling on the 4th of July; calling Sundays; calling early in the morning; calling during my commute to work.  When one answers the phone, there is a canned message, "If the problem is resolved, press '1', if not press '2'".  Pressing "2" puts customer on HOLD (remember, THEY called ME) for upwards of 10 minutes, after which the responding tech starts over at the beginning as though no conversation has ever occurred.

It's a good thing it's not a "serious" problem --- such as when we lost dial tone and they couldn't get a tech to the house for a week, but it's particularly galling when every support call on the same issue starts from square one.

Sisyphus had it easier than dealing with Verizon FIOS support.