FiOS TV Technical Assistance

[#1]

---

TimSykes wrote:
Well about 6 months ago they stopped charging. I would think because they require a truck roll, when someone can do it themselves. But because its required I think they stopped charging. But very few people get cablecards installed, so a lot of the CSR dont know that the policy has changed. I have had 2 truck rolls to get cable cards installed, and have not been charged for them. I was even told that there is no way for the billing system to even charge for a cable card truck roll.

---

I hope you are right. 

I also hope that the10 times that I metnioned I needed two M cards to CSR that he actually put that into my order.  He did say that there were two M Cards available in my area.

[#2]

Hopefully someone can help. I have made 7 phone calls totaling 2 hrs on hold today and every rep ive talked to refused to budge on the 79 dollar trip charge...can anyone help?

[#3]

Please read this topic, I have covered it atleast 4 to 5 times.

Message Edited by TimSykes on 07-11-2009 02:00 PM

[#4]

Hey Tim, is there a charge for a cable card install?

(sorry- couldn't resist)

[#5]

I just spent two utterly aggravating hours on the phone with two different CSRs and a CS manager who insisted that I would be charged $79.99 for my upcoming CableCard installation in Central NJ, and there was absolutely nothing that I or they could do to get that fee waived.  If the installation fee has recently been eliminated, this particular customer service center knows nothing about that.  They weren't particularly polite or sympathetic about it, either.  Each one of them offered several times to mail me a STB or a Verizon DVR instead, and one CSR actually said to me, "Sir, we can't support other companies' equipment for free, and installing a CableCard is a complicated process, so we have to send someone out to do it, and we're going to charge you for that."  In the end, the manager gave me two choices: keep the appointment and pay the fee, or cancel the installation.

So, Tim, I'm glad that you weren't personally charged for your installations, but that really doesn't help the rest of us.

$79.99 is a ridiculous sum of money to charge for a CableCard installation, especially when Verizon doesn't offer a self-service installation option like other cable TV companies do, and the level of confusion surrounding this whole thing is just an extra embarassment.

[#6]

Report back when ( IF ) your charge actually appears on your bill.

[#7]

This will be my last post in this thread because no one listens. There is no way to be billed in the verizon billing system for a cable card install. If you do get charged they did not bill you correctly and the charges will get reversed. CSR is not the group that bills you. talk to the billing department, or PM TechMan28 on the forums here.

[#8]

This is getting rediculous.  I have been trying all week to get a straight answer and get a cable card for my Tivo unit.  First, i have been having trouble with my Verizon DVR and after three days of them resetting it, and me telling them its the box. they say they will call me back.  (I had the week off work so i wanted to get this straightened out).  They still havent called me back, so i decided to get rid of my cable box and get a tivo.  Well, today i turn in my DVR and a verizon plus store and now they tell me i cannot order a cable card until they process my return.  I go back to work on Monday and cannot take off work to meet someone here.  I have no idea what i am going to do at this point.  When i talked to the CSR today to TRY and order the cable card needed for the tivo HD unit they said that they do not supply the M-Cards and that i would need two single stream cards.

This is frustrating.

[#9]

This is just embarassing, Verizon, really embarassing.  If I end up not getting billed the $80 for the CableCard installation, then that's great, but I'm still never going to get back the two hours of my life that I spent arguing forcefully with a pack of customer service reps who swore up and down that this was a billable service, all while trying to cross-sell me additional services.  If it's not a billable service, and Tim (a customer) insists that it hasn't been for months, then the CSRs need to be retrained, and it's inexcusable that it has taken this long for that to happen.  You're a multibillion-dollar corporation: put out a memo {please keep your posts courteous} 

Message Edited by ElizabethS on 07-16-2009 07:12 PM

[#10]

Wow! i just called a Verizon CSR and believe it or not, it was a pleasurable and efficient session.  She notified me that there will be a $80 service fee for the M-Card, I mentioned that there is a debate on the forums here stating that the fee should not be charged, she looked into it and said that is correct.  The tech will be here Next week after i get off work.

As with any business, Verizon has many employees and some are jsut better at their jobs than others.

thanks, i just wanted to leave a positive post here.