I have never heard a good word about ANY telecom company. Satellite TV, cable TV, internet of various types, cell phones, etc. Never. Heard. A. Good. Word. about their customer service. The closest thing I can say to a positive is that Verizon has exceptional coverage. That's it. Other than that, they are all aholes.
That's funny, because I've been with Verizon since the mid 1990s when I got my first cell phone. I can't remember when they moved into the local land line phone market, but it was about the same time.
That's almost 20 years with them, and I have never had anything but the BEST customer service from them.
A few years ago they finally started bringing FIOS into my community, and I couldn't sign up fast enough. I had cancelled Cox Communications for internet the year before because they were truly the WORST. Didn't seem to be interested at all in solving the service issue I had. They didn't even try to sell me to keep me... I said I wanted to cancel my account, they said OK, and I was gone. Less than 5 minutes on the phone TOTAL.
When I finally cancelled my TV with COX that was a different story. They tried to hard sell me, I countered with some very uncomplimentary things about Cox. It got testy. :D
I've had Verizon Triple Play and my cell phone as one big bundle, and I couldn't be happier.
I've had VERY few outages (probably had more outages in a month with Cox than I've had with Verizon in 5 or so years) and their customer service people have been exceptionally helpful and diligent.
Recently I did have a minor service glitch, but it was resolved quickly. The signal conversion box on the inside of my house went out, and that required a Verizon tech. I had the time all set up and he had called and I was waiting for him when I got a text that "your trouble ticket has been resolved!"
Uhm... tech was never here, so I called them.
The CSR put me on hold and about 10 minutes later had it all sorted out. Turns out they use tablets for their orders now, and he somehow pulled up and closed the wrong one. I guess a similar address or something.
They finally got it sorted out, the tech came buy, appologized profusely, took care of the problem very quickly, and even replaced a couple of ancient and corroded Cox splitter connections with new ones for no charge.
I may very well be the only 99% satisfied Verizon customer on the planet, but you know, I'm OK with that.