Optimum Online 30/5 BOOST vs. Verizon FiOS 20/20

I called Verizon FIOS to order phone, internet, and cable prior to my move in. My Consumer Order Summary was dated 3-28-08, and the scheduled installation date was 4-7-08. I reviewed the e-mail and all looked well. I move into my new house and install date comes. They setup an 8 AM-noon window. I already had the Optical Network Terminal unit (ONT) in my house, so I figured this would be cake for them. I am a Sys Admin at an ISP, so the internet stuff I could do myself with ease.

On install day, no one showed, no one called. I had my mobile with me at ALL times. So around 1:30 PM I called Verizon to see what was going on. If something came up, I had a week off to move in and if they needed to come by in a day or two, I was totally cool with that. After about an hour on hold I got in touch with a “state level” dispatcher. That said that there were “no facilities available for my order” and I was called. Nope, I wasn’t called; they did have my cell (which I had with me all of the time) in their records. I wanted them to come out later in the week if possible since I was home. They said that their next available time for me was 4-12-08, which was a day where I was going to a wedding. The next available time after that was at the end of the month, on a work day for me.

Basically because they did not show up, or even notify me with a reason, they put me at the back of the line. I was trying to escalate my request and the support only gave me unreasonable dates and that “no facilities available for my order” BS. I later wanted to get my copper line put back so I could at least get phone service, and after a long wait in hold they gave me the end of the month as a date. Basically I was being run around in circles and being shoved to the end of the line because Verizon screwed up my installation. I was told the only way I could get it sooner is if I “knew an installer who’d do me a favor,” and I was pretty much screwed with the window of time I had to get the service installed. The salesperson fed me a load of bull and the installer didn’t even call me with a reason. I tried to figure out what “no facilities available for my order” meant, and why this was such a problem since I already had the ONT in my house. Half of their work was already done.

The same day, I called a local cable company who installed my phone, internet, and cable the next day. They showed up on time and did the normal pre and post appointment verification. I unplugged the ONT in my house and let the battery go out. Verizon gave me such a lousy customer experience I swore I would never do business with them, and be sure to let other people know about their awful customer service and commitments they setup and do not honor. Verizon screwed up prior when they bought Bell Atlantic, and screwed up our perfectly find DSL service I had around 98/99. My money is going to a competitor, and Verizon won’t see it because they have abysmal customer service. I am certainly interested in fiber optic lines connected to my house, but so long as Verizon is the only provider, I will happily do without.

James
Herndon, VA

So… Verizon FiOS..? I have heard nothing but bad things about this service. Surely the “goods” are spectacular (internet, tv, phone)– but trying to get them in your door to set it up is just the biggest possible nuisance in the world. I remember talking to a gentleman for about an hour or so regarding FiOS, and he told me he had gotten it… After about a few months of waiting. I suppose it’s because they are fairly new, but still, if the kinks aren’t all worked out, or at least to the point where certain tasks need to be organized a lot better, they should work on them before starting their business.

Now, this gentleman kept going on and on and on about how terrible Verizon FiOS is, and to not go with them, and to go with Comcast, and that FiOS’ customer service is out of India, which they have no idea what they are talking about. This guy actually told me when he called their service line that one of the reps asked him what FiOS was! Now if that isn’t one of the funniest thing I have ever heard in my life. It’s also funny because I saw this on the net somewhere else, so it was probably the same person. I mean I could understand if the rep worked at another company such as Comcast and didn’t know what FiOS was, but working at the actual company?!? Come on!

Now I don’t want to continue going on about how bad I have heard FiOS is, so I will cut to the conclusion. FiOS’ internet service might be superb, but it’s fiber optics. Just yesterday, I upgraded my internet to Comcast’s Blast package, which is absolutely awesome! I mean this internet is so quick that you don’t wait for ANYTHING! I did a random test earlier today, and when I saw what I saw, it was absolutely amazing. I had over 34,000 kbps downstream and nearly 5,000 kbps upstream. The downstream would convert to about 4,400 kbps per second when downloading a file, while the upload speed would convert to 625 kbps (which is fine with me because I don’t upload huge files anyway, so what do I care?

The fact of the matter is, with Comcast’s new Blast package w/ Powerboost, you can hit the 30 mbps mark with no problem. I mean I just ran a test 10 minutes ago and it hit 29 mbps, so it hasn’t been fluxuating that much at all, which is great.

I happen to live in an area that has great Comcast High-Speed Internet, and the Service Center is only 2 towns away, so I or a family member is NOT calling India or the middle of the pacific, but a town located under 5 miles from my home– that’s plain ol’ awesome! =)

I really couldn’t be any happier right now! I am not looking for the FASTEST speed in the world, because I can care less. As long as it provides me with optimal speed– that’s more than enough for me. But what I am getting is 10x more than optimal speed, and I just want to take a second to send out a great big THANKS to Comcast– you guys are the best.

So my recommedation to you buddy is to go with Comcast, because you won’t be sorry that you did. Your Optimum Online seemed to be really quick when it had its good times, but then it would drastically slow down, which isn’t even that slow anyway. 10,000 kbps downstream and nearly 4600 kbps upstream… Some people would kill to have that. Anyhow, good luck to you buddy, and may you choose the right service. I’m sure Comcast differs from place to place, and my area just happens to be the gold mine of Comcast Internet Services (heh), but I couldn’t see it decrease all that much anywhere really, it’s just that great (I am talking about their Blast package with Powerboost).