2 months ago, I moved within the same building to another apartment with the same layout. I didn't expect any problem moving my cable service since it's a new building and the 2 apartments are exact the same but on different floors. The technician came and spent about 3 hours to finish. The triple play worked fine. I was happy at the time. But after he left, I found that my door bell stopped working and the intercom system also didn't work. At first I thought they just went bad. When I brought in my contractor, he told me somebody took the transformer of the doorbell and likely change the wiring of the intercom. I saw the white transformer when the Verizon technician open my wiring closet. I didn't pay attention when he closed the closet. I assumed he put it back. Obviously he didn't! I called customer service. At first, the rep said he talked to the technician's manager and "she didn't take it". I said:"It's can't be true. The technical is a guy and you told me SHE didn't take it." Eventually another rep helped me to find the right manager. The manager also said "he said he didn't take it." But I think he realized that I have no reason to lie about the situation (why should I?) and agreed to send someone to fix it. Upon this time, I had spent hours on the phone and talked to at least 10 different people. The 2nd technician came. I can tell she is good. She found the directions of the power strip in my wire closet and the Verizon equipment power plug don't match that if you plug it on, you can't plug in another equipment. She reversed the direction to make another plug available. Unfortunately she couldn't figure out the intercom and she also needed the transformer to fix the door bell. She worked in my building before and she knows the door bell needs a transformer. She was like:" I can't believe this is something we did." She talked to her manager and eventually I was told they would work with my building to fix this. I understood this might take some time. I didn't call them for about a month. Nobody gave me any updates. Finally I called. The manager told me my building will do this but I need to contact them myself. After 2 weeks back and forth with my building, I finally get everything fixed. So after entire 2 months and numerous calls and explains, I have my intercom and door bell back. I still don't understand what happened. I guess the first technician decided to take the transformer since he couldn't find a place to plug in. But why? I have no clue. I don't know what's happened to the intercom. The Verizon manager had never initiated a call to me either updating me or asking for an update. He had never apologized for what happened. He had never offered any sort of compensation for all the inconvenience his technician had caused me and my family (we had to leave the whole closet empty and leaving stuff in bathtub for 2 months in case people needed to open the wiring closet). I like Fios' picture quality and Internet speed. But this service experience really turned me off.
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