We have lived in this apartment about 8 months. The whole time we have been with Cox Communications for internet service. We were paying to have the 300/300mbps. However most days out of the week that was NOT the case at all.
It actually became a bet what days we would have it and what day we wouldn't. Repeated calls, techs replacing the modem etc and still no change. If it wasn't an outage on their end, the service was going in and out on our end.
So, finally, we decided to check out Fios. Checked was told our are had it and began the process.
Verizon has online 2 options when you sign up. One for a self install that is made to seem plug and go, and one where a technician comes in and does it for you. Of course being a tech savvy person I'm like I can do this on my own. Technician who?
Place the order, get the equipment 2 days sooner than stated, that was a plus, but then the trouble began.
The box the modem comes in doesn't come exactly with the correct instructions for Fios. As the pictures depict plugging in through a co-axle like you would with a Cox communications modem. Which is exactly what I did. Modem turns on, lights start coming on, and then boom! No internet!
I find a paper about going to the activate service line, use it and it tells me a ONT Box is not activated to please call customer service. Which is where the fun really starts.
2 hour call back time. And I'm on a time limit. We home school and a lot of work relies on having working internet. The first technician helps me locate a box and tells me to plug and ethernet cable, from said box to modem. But as I look there is no where to plug anything but an extra AC Adapter into it. I'm then told to locate the box outside to see if its there. Told the problem is not having an Ethernet line going into the house. I explain to the CS Agent that I cannot wait a week for a tech, meaning I would need it done quick. And I am told the only other option to get it running quicker is to downgrade my service to 300/300mbps which is what I left Cox communications being at.
I'm a bit confused but go along and get transferred over to a sales rep. Who has a brief convo with the service tech and then begins speaking to me. As she is looking to see what speeds they can offer, I'm told the 300/300mbps package stand alone would be over 200$ a month. BUT "if" I pair it with TV it can be $143.
At this point I'm getting very frustrated. I signed up on the Gigabit for $89.99 a month and something 700mbps slower is over double that. So with my frustration, I ask to escalate the call to a higher or different department. Was told it would be a while. Around 2 hours later I get a call, and this woman talks with me about the issues and sends me straight back to tech support.
Luckily this tech support listens and is like well why downgrade, it wont take a week, I can have a technician out tomorrow. Okay, sure the earlier the better so we can get school underway.
Next day rolls around and the technician arrives, looks out at the outside box and sees the Ethernet line. We follow it around and go inside and follow it more. And find it. On a baseboard behind a table. There the whole time.
So far we have had 1 outage already with Verizon with service only for a week. Speeds are still way better than Cox Communications though. However I think Verizon should really look into a step by step check off to complete to be able to choose self install. That way no one else has to go through the frustrating process we did.
