FiOS is one of the most popular fiber optic internet and television services in the US, with Google Fiber hot on its heels. However, FiOS isn’t without its problems, so here five common FiOS problems and how to fix them.
Of course, not every internet service provider is flawless with their service, which is precisely why this guide is here in the first place, but I’ve had FiOS off and on over the last six years or so, and the overall service has been great. However, there are still some problems that I come across every now and then that can be remedied with simple fixes.
Whether it’s connection problems that you’re coming across or abnormalities in your monthly bill, there are fixes that you can do yourself without spending hours and hours on hold with Verizon (or in some locations, Frontier).
Here are five common FiOS problems and how to easily fix them.
Slow Internet Speeds
I can’t think of one person I know who hasn’t come across slow internet speeds on their home internet connection. My experience has been rather positive over the years, where I could probably count on one hand how many times the internet connection caused problems, but I still experienced them.
Usually the first simple fix that you should go for is simply restarting the router. Your FiOS router might have a restart button on it, but it’s actually best to completely turn off the router and unplug it for a 30 seconds or so. Then plug it back in and turn it back on.
Wait for it boot up, which should take a minute or two to completely boot up. From there, your connection should be better, but if not, it’s time to contact customer support.
No Internet Connection
If you find that you can’t connect to the internet at all, things get a bit more tricky, but it should still be somewhat of an easy fix.
First off, look to see if your computer says it’s getting a connection. Look at the WiFi icon or the general network icon (whatever you have in the menu bar/task bar) and see if it says it’s connected. If it says that you’re connected, but you can’t access the internet, trying turning the WiFi off and back on on your computer, or unplug the ethernet cable and plug it back in if you’re hard-wired.
If that doesn’t fix it, head over to your router and reboot using the above method. If that still doesn’t fix it, it’s most likely that there is a service outage on your area, or there’s something else wrong with your specific connection — whatever it may be. That’s when you’ll have to get on the horn with customer service, since it’s most likely a problem that’s out of your hands at that point.
FiOS TV Problems
There are a handful of problems that your FiOS TV service could come across, but Verizon has its own tool that you can use to help fix most FiOS problems that you encounter with the TV service.
The tool is called In-Home Agent and it troubleshoots any problems for you and tries to fix the issue so that you don’t have to call customer support.
To access the tool, hit the Menu button on your FiOS remote and then go to channel 131. From there, choose Interactive Help in the sidebar and then follow the on-screen instructions to get your problem fixed (hopefully).
I’ve had FiOS set up three different times over the last several years, and every time I get hit with surprise installation fees that they never told me about. Luckily, you can take care of these pretty easily.
I’ve been hit with as high as $300 in installation fees on my first bill, but a quick call or a quick chat will easily get rid of these charges, as you can see below.
Simply and politely just say that you received installation charges that you were never told about and that you want them erased from your bill. The customer support rep will usually abide without a problem and blame it on a “system glitch.” If you’re not getting results, hang up and try again later with another representative.
This has worked all three times that I’ve had FiOS set up, so it should work for you pretty easily.
You may remember last year’s fiasco with Comcast when a user tried to cancel his service, but instead took a trip to hell. This is pretty common with cable providers and internet service providers, but one trick that I’ve used every time seems to work quite well.
When you call to cancel your service, you’ll usually be transferred to the company’s retention department where the representative will ask you why you’re cancelling and try to get you to stay on with the company. However, if you want to avoid that whole mess and simply just have your service cancelled without any questions asked, use this simple phrase:
“I’m moving out of the country.”
Essentially, it’s a reason that makes the cancellation something that’s out of your hands, and there’s really nothing the representative can do to try and persuade you from not cancelling. I’ve done this a few times and immediately the customer support rep would begin the cancellation process while asking no further questions.
Of course, your mileage may vary, but providing a reason like this doesn’t give the representative a lot to work with and will be forced to just cancel your service with no questions asked.