Vent about internet

We have had Verizon fios for internet (which recently got bought out by Frontier Communications) since 2007, about 9 years. Every time we have moved and had to hook up our new apartment or house with verizon fios, the customer service got a little worse each time. But in the end, even though it felt like pulling teeth to get someone to come out and hook up the internet service, we have really only ever needed them in those times that we moved locations. Therefore it didn't seem too bad all in all, and we have always liked the actual internet service.

When we moved into our current home, they installed the internet router in one of the bedrooms (not the master). I thought it was weird at the time and when questioning the installation guy he gave me some weird answer that I figured I didn't understand because i'm not "techie" enough or whatever. That bedroom kinda became the "catch-all" room that we never used. But....when Ethan came along it became his bedroom. So now he's got this router and a bunch of cords in the corner of his room.

We called Verizon fios (well, what is now Frontier) to come move the router from his bedroom to the master bedroom. We tried going through the steps ourselves that they say online, but it didn't work. Ben was on the phone trying to get someone to come out for HOURS. Then they gave us a date and a crappy time frame of "we'll be there between 8 am and 5 pm". Ya know, for another family, that would mean a lost day of work to be home all day while waiting for someone in that ridiculous time frame. Luckily with a stay-at-home parent it only means losing out on going to the park or toddler time or going to the store. Anyway, they were a No call/No show.

Can you believe a company as big as they are giving out such a ridiculous time frame and then not even following up with their customer of 8-9 years?!?!  We gave them the benefit of the doubt and made one more appointment. They gave us a date and time frame of 8-10 am.  Again....no call/no show.

Ben called their competitor in the area, Bright House. Bright House said they would come by that very same day between 2-4 pm to hook up our internet in the room we wanted and would waive any installation fees. Do you know when the Verizon/Frontier guy called? At 2 pm!! Ben told him, "you're too late!" He told the frontier guy, "you never called that you couldn't make the 8-10 appointment. I've already called bright house and they're on their way right now". And you know what??

Bright House had finished the job before I even made it home around 4:30 that day!! So far haven't had any issues with Bright House as far as internet speed goes. And our bill will be cheaper too! I can't believe that verizon/frontier has such horrible customer service and won't help out their long-time customers with special deals or rates yet they spend so much in advertising to new customers.

Dear Verizon/Frontier:
If we ever choose to go back to you, I hope you have figured out that it pays to also help out your current customers once in a while. I hope you have listened to the hundreds of other people going through the same thing we have and have improved your customer service. However as of right now, your company really STINKS!