I spent 8 hours ordering a Cable Card from Verizon for my wifes TiVo HD. Im in IT I setup DSL, Cable and FIOS each and every day.
After 4 hours of being put on hold I went to the local Verizon store to protest the WORST CUSTOMER SERVICE I HAVE EVER HAD. They pointed me to the courtesy phone in the back corner. I then spent the second 4 hours on the phone getting it ordered, they said they had to send a Tech to install it. They charged me $90 for a tech who had never installed a cable card. I had to show him how to do it while they billed me for it. They put bogus charges on the billing hoping customers wont notice (Well documented Google it), they charged me 1 month in ADVANCE, I paid it with billpayer online using the account number they supplied, then they sent me to collections, I told them they "had my money" but they threatend me with service disconnect, I spent hours on the phone the collections dept refused to look for the transaction, I paid the bill again using a wire transfer only to recieve a check from Verizon 2 days later for "Overpayment on my account" for the most part (Besides the 100mbps router)the harware is good, the customer service is the worst EVER. Beware... Toms article says "Most Tom's Hardware readers however, will likely opt for their own preferred routers instead of using an ISP supplied device" The problem with this staement is this, you land up using the Verizon router AND also your own, setup can be daunting for newcomers unless you just want the "N" then you set your router with a static IP and plug it into the Verizon router as a PC would in ports 1 thru 4. I was also yelled at by a Verizon Tech when I went to ask if they could simply turn on the RJ45 jack on the ONT for me so I could use my DGL-4500 gaming router. I had many more BAD experiences with them. When I went to renew they sent a flyer with a list of channels I would get, when I called in to reorder I was told I would not get any of the channels I named from the flyer, and they would be removing others as well. I argued I had it in writing but was told there was no such flyer. That was the final straw that broke the Camel's back. From all this you might think Im a complainer, not so I rarely complain about anything.