As I said before, the only way to get a good deal with your telco is to switch services every now and then or at least threaten to. After checking what Comcast would give me to stay, it was clear that Verizon FiOS would be the better deal and I tried to set a date. Here is my story.
First of all, there were flyers on our door and people going door to door several months before this began all advertising FiOS. When we actually tried to GET it though, they said it wasn't in our area. Song and dance, call after call, nothing. We were stuck. So we set up a DSL package because it was still better than Comcast.
They delayed install for weeks sending us only a cryptic message that they were checking into the possibility of giving us DSL (which is crap because we had it before). I suspect that they were delaying us on purpose until the FiOS became available, but whatever. We wanted FiOS anyway.
When it finally got "turned on" and we were able to do so, we canceled the DSL order and set up one for FiOS instead. Everything went fairly smoothly even down to them calling the day before-hand to remind us and confirm the install date. Then the tech comes out and says that he couldn't install it because they hadn't actually run the fiber from their box in the ground to our house. That and some switch down the street hadn't been set yet (whatever).
He said they'd call us to let us know when the diggers would be out and that he'd already set up the install for the cable for us. They didn't call, but a few days later we found the front lawn spraypainted all over the place (no big deal since we're renting). I called anyway to confirm that they were going to do this right and found out that part of the order was entered wrong. The guy promised to fix it and gave me a tracking number.
As I was writing this, some guy from a third-party fiber installer pulled up and left a note on my door. I caught him and he says that they'll be out to install next week (ugh). Hopefully I can get them to expidite the actual install after that's done.
So far, this process has been far less painful than I thought. The incompetence is there, but less than I feared. Also, the customer service people were helpful, spoke English, and were polite. We'll see how this turns out in a week or so.