Lessons From a FiOS Install

4:45 PM -- Verizon Communications Inc. (NYSE: VZ)'s FiOS came to my neighborhood earlier this year, and after doing some comparisons with my current Comcast Corp. (Nasdaq: CMCSA, CMCSK) triple-play service, I decided to pull the trigger. The FiOS service was installed yesterday.

I’m getting more features, faster Internet, and multi-room DVR for about $15 less per month. Not a bad deal. The installation went well, with one major exception: Twenty-four hours later, I still don’t have a dial tone, and I have no idea when I’m going to get it.

The technician told me: “Well, the office is transferring it to another department, and that’s never good.” Thanks for the vote of confidence.

I do find it ironic that Verizon is having trouble delivering their “core” service of dial tone, while seeming to deliver video and broadband flawlessly. Perhaps there is some truth to the J.D. Power rankings which rate cable voice service higher than telco. Is voice service suffering at telco TV providers because most of their focus is now on video? Or maybe wireline voice is no longer a “core” service. It’s been swept aside for the sexier stuff, including video and wireless.

Perhaps the more telling factor is that my wife and I don’t seem to be too bothered that we don’t have a dial tone. I think our attitude would be quite different if the technician left without the TV working.

— Bernardin Arnason, Managing Partner, Pivot Group , and Chairman, TelcoTV 2008
Interested in learning more on this topic? Then come to TelcoTV 2008, a conference and expo that will examine the convergence of communications and entertainment, and its impact on service providers from across the globe, to be staged in Anaheim, Calif., November 11-13. For more information, or to register, click here.

gbmorrison 12/5/2012 | 3:29:17 PM
re: Lessons From a FiOS Install Pretty ironic. I know a couple who are late 60s/early 70s at the NJ shore service area and they love they are 'sticking it' to Comcast for years of overpaying, but their phone service does not work right either. The PROBLEM is what about an emergency and 911? There's pretty strict FCC regs on this isn't there? VZ could be really exposing itself on this one.
pivotmedia 12/5/2012 | 3:28:56 PM
re: Lessons From a FiOS Install Here we are a week later - still no dial tone. Amazing and/or pitiful?
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