Share Your Ideas with Verizon

[#1]

We had a massive storm last night.  At 6AM we had TV service, at 8 AM we didn't.  Because I didn't know if this had been weather related I followed the instructions on the screen to try to reboot my top box.  BIG MISTAKE.  Now not only do I have no FIOS TV I cannot access the shows on my DVR to catch up.  If there had been one warning to double check if it's a universal outage before rebooting because if you do you won't be able to watch your DVR I wouldn't have done it.

Then, when I finally get to speak to someone at customer service about that he argues with me that it's unnecessary.  Arguing with a customer who called to make a suggestion about how stop customers from getting angrier?  Great customer service.  I went from irritated to upset.  I am now an unhappy customer and I could tell the guy on the phone just didn't care.  

Hey Verizon, how about a warning on the TV and on the website tech support warning us customers not to re-boot the top box if there may have been an area wide outage?  

[#2]

You MUST find a way to accept trouble problems via the web.  I have been attempting to contact the trouble desk via a cell phone but I keep getting kicked out before I am able to make the aware that I have been out of phone service for close to 35 hours. 

I spoke with a person yesterday and he STATED that my problem was one of the offices lost power.  I disagreed with him but he stayed with the company line.

If my loss of service was due to loss of power the network has been designed with many flaws and you will lose many customers once they find out that your network has this flaw.

I know how communication networks have been designed and the loss of power has always been a key item that was addressed. 

Now please check on the reason I have lost phone service but have still kept my Fios TV services (all channels that I have signed up for), Internet services, Phone incoming ID, sometimes.

The only service that I am without is the FIOS phone service.

I await feed back via E-mail.

Mike A

[#3]

I'm a Westchester, NY FIOS customer with all 3 services down since about 1 pm Monday 7/2. There was no power outage here, and others in my community have service. I too made the mistake of following the STB directions to re-boot. Now I have no phone, no internet (using neighbors wifi), no live TV, and no ability to play my DVR shows. Spent a total of 6 hours on the internet and phone at a friends trying to get help from verizon. Unbelievably frustrating. The DVR mistake just added to my sense of Verizon's gross incompetence, and utter carelessness with the time and money of their customers.

Don't reboot your STB - you may want those DVR shows to help calm you down while waiting endlessly on hold for verizon tech support.

Verizon - find a way that customers can play their DVR'ed shows even when live TV is down!

ESPECIALLY when live TV is down!!!

[#4]

@  Paladon3 AKA Mike-

Your partly right and partly wrong. You didn't state in your post if you have the Fios Digital Voice (FDV) package your regular Fios "pots" service. It could be  many different things depending on exactly what service you have. Also something to keep in mind is that even though one or two service work doesn't mean all three will work during an outage. Count yourself fortunate you have some services (if there is a power outage at one of the offices). You also didn't state approximately WHERE you are at, if there was any severe weather etc.

Also keep in mind that IF there is an outage then the customer service reps may have been told it was a power outage because at that time nobody had any updated info for them. 

If a particular rep is argumentative, rude, or didn't;t (or couldn't) address your problem get their name and if possible their location, note the time and date you called then call in to make a complaint.

[#5]

I have fios phone and internet. To get your fios phone working again you have to recharge the battery inside your home, probably where your router was installed. The battery in my home is a 12 volt battery good for about four hours. I hooked up my generator to the battery to recharge it, and now I have phone service. 

[#6]

TO THE POINT OF REBOOTING ONES TOP-BOX,  I WOULD SAY USE YOUR BRAIN AND COMMON SENSE AND STOP BLAMING VERIZON FOR EVERYTHING

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