When 9 Phone Calls Can't Get Your FiOS Installed, Email The CEO

Reader Bill was getting the run around from Verizon– but he wasn’t even a customer yet! His dramatic ordeal started on October 9th, and by the 16th he’d taken a full day off of work, called Verizon nine times and still he was without FiOS.

Here’s the EECB (Executive Email Carpet Bomb) Bill sent to Verizon:

I am trying to sign up for FIOS service and now have to place a 3rd order in a week. I am particularly furious because it was supposed to be installed today and only found out my order had been canceled when I went to http://www.verizon.net/whatsnext and it showed canceled. I received no phone call.

Let me reiterate. I was supposed to be installed today. I took off of work today. I took the whole day off because the only time that could be given to me was 8am to 5pm. I only found out that my order was canceled because I happened to check the website again.

As of yesterday, 10/15/08, the order was still showing on the website for an install today on 10/16/08. I am now currently holding on my 9th phone call to get service.

I originally signed up with a door to door sales person [redacted] on 10/8/08 in the evening. I had a question the next morning whether the premier package for TV, that had I originally signed for, was considered essentials or extreme in the new setup. So I tried to call to find out.

Below is my log of phone calls.

10/9/08 – 9:05am
called 888-281-1511 – given to me by verizon person on phone during original order
-can’t find my order. finds out I ordered from a door to door person. gives me a new number (866-326-7937) and tries to transfer me. answered by another person on the same number i originally called
10/9/08 – 9:08am
called 866-326-7937 – given to me by the previous call
-told me i need to call my local office and gives me 410-954-6260

10/9/08 – 9:10am
called 410-954-6260
-went through 4 separate menus. eventually hung up on by the system

10/9/08 – 9:15am
called 888-553-1555 – from bottom of sales order form
-10 minutes before phone is answered. told they have to put me through to a fios representative and gives me a new number (410-265-0577) and transfers me

10/9/08 – 9:26am
-Transferred to 410-265-0577
-hung up on by system

10/9/08 – 9:26am
-called 410-265-0577
-Connie [Redacted]
-Premier = Essentials TV Plan
-10/mo extra for Extreme TV
-can’t find the order in the system to make the upgrade to extreme tv package
-says the 12.99/mo for 3 boxes is only good till the end of the year when the sales person says it is 12.99/mo for 1 year and that’s what’s on my paper
-can’t cancel the order because they can’t find the order
-takes my number and promises to call me back the following morning

10/10/08 – 12:00pm
called 410-265-0577 after not receiving the promised callback
Miss [redacted]
still can’t find the original order
Doing a new order
Extreme HD w/sports package
20/5 internet
verizon freedom essentials
free HM DVR for 12 months
3 STB for 12.99/mo for 12 months
hbo/cinemax free for 1 month
-read back the above to the operator to confirm pricing and package details
-hang up at 12:35 with promise to call back once she gets her supervisor to check the order because it’s not going through

10/10/08 – 2:05pm
Miss [redacted] called back
-install on the 16th
-Confirmation for TV and Internet [redacted] – double bundle until phone is brought over
-will receive 4 e-mails. 1st email is bundle terms, 2nd email is security and backup bundle, 3rd games on demand, 4th starz play – THESE ARE NOT ON BY DEFAULT I HAVE TO ACCEPT IT TO BE TURNED ON
-confirmed 20/5 internet and extreme TV
-cancel free hbo/cinemax by Nov 13th
-free install – 1 time activation for internet 29.99 – broken up into 3 month payments

-Confirmation for Phone [redacted]
-transfers on the 20th
-bringing over on copper first then switching over to fiber later
-freedom essentials package
-no activation charges for phone since it’s a package
-1-800-688-2880 (8am-8pm)
-1-888-553-1555 (24 hrs)

10/16/08 – 10:55am
went to verizon.net/whatsnext to look at my install time again and it says Our records indicate that your order was canceled on 10/10/2008. If you believe this order was canceled in error or want to place a new order please call 1-888-553-1555.
Called 410-265-0577
-Order [redacted] was canceled because of 2 duplicate orders
– [redacted] was original order that nobody could find originally. We now have to cancel this order so I can place a 3RD order which will be a duplicate of the 2nd order.
-I am being promised a 16/mo credit for 1 year because of the inconvenience
-I am being told i will be able to have an install on 10/20/08 for the new order which was the date of the original order
-Veronica is waiting for the old order to clear out of the system.
-we go over what the 2nd order had on 10/10/08 in order to duplicate that order
-it is taking a long time to clear out of the system so Veronica promises to call me back after it happens. She expects it should clear out by 1pm
-she takes my e-mail and e-mails me so I will have a point of contact in case she doesn’t call back

I don’t know what the installation expectation is for verizon, but I hope this isn’t it.

I would like for someone to please ensure that my now 3rd order is processed correctly, that I receive my installation on 10/20/08, and that my 16/mo credit actually appears on my bill when it comes.

Bill CC’d the EECB to Consumerist and followed up with his success story:

I wrote earlier on 10/16/08 about my horrible verizon installation experience and CC you in an EECB that I sent to verizon.

It worked. Fifteen minutes after I sent the e-mail I received a phone call telling me they would see to it that I was installed that day.

They followed through. Not only did they follow through they exceeded expectations in being able to get my home number ported that same day as well.

I think, perhaps unrelated, my TV service stopped working a few hours later, but they are supposed to fix that tomorrow 10/17/08. We shall see.

Hopefully i won’t have to do another EECB for my billing when i get my first bill!


Congratulations, Bill. Logging your phone calls was a smart move.

For more information about launching your own EECB, click here.

(Photo: cayusa )

Want more consumer news? Visit our parent organization, Consumer Reports, for the latest on scams, recalls, and other consumer issues.