Customers With Disabilities
0 Votes

I just went through the process of renewing my 2 year Fios triple play agreement on line and once again, I had a patient on line customer service rep walk me through the process.  Verizon Fios is a very complete and reliable product, far superior to cable and I am definitely not complaining.  The downside, though, is that it takes an hour to go through the process of renewing my agreement on line with assistance from customer serivce and I just think the process could be a lot more efficient if the on line instructions were more self-explanatory in layman's terms.  I always need to renew my agreement along with assistance from customer service for that reason, so that someone who knows the verbiage can translate everything into more user friendly language and so I don't click on the wrong thing.  When I renewed my agreement 2 years ago, it was a similar thing. 

 

Here are some examples of how this would have been confusing without a live consultant:

When starting the process on line, the customer is presented with 2 choices: renew existing agreement or upgrade services.  Hmmm...can I renew my existing agreement and keep everything exactly the same or am I required to make certain upgrades on my plan to lock in the same monthly bill for the next two years?  The customer service person had to clarify that.  And then I was faced with the confusion of which services to upgrade while keeping the price the same: TV, phone, or Internet?  That had to be discussed as well and it was like a process of elimination.  We started by trying to keep the services the same but in the end, I had to upgrade to the quantum Internet speed which is fine.  It's always a good deal in the end when I come away with certain upgrades and discounts while keeping my monthly bill the same. 

 

On my screen, there was a clear message in the right hand margin that I would get a $15 discount on my monthly bill.  But then when I got to the bonus rewards page, I was back to being confused and the patient customer serivce rep had to translate that as well.  What's a $15 agreement incentive or a $10 agreement incentive?  Is that the same thing as the $15 discount on the first page, is it an addition, or does it negate the original statement of that $15 discount?  The customer service rep had to explain to me that it's an additional discount for my monthly bill. 

 

Basically I am saying that if the on line instructions were presented in clearer language that a customer could understand, the process for renewing my agreement on line without a customer service rep would probably go a lot quicker.  It's not that I don't want to contact customer service and certainly I don't want to be doing this the wrong way but we all have busy lives and it's hard sometimes when I have to do this at night after work while I have other things to do.  To me, the language seems more geared toward a Verizon employee who is familiar with the terminology and uses it all the time.  The process can get complicated quickly without understanding all of the instructions properly. 

Status: Acknowledged
rrusin

Notification of new service/addon

Status: Acknowledged
by rrusin on ‎04-08-2014 02:34 PM

The notification section should include an automatic notice when any new service, feature, or add-on (i.e., sports station, pay for movie channel) is assigned to one's account.  Without this notice, you could be assigned an additional feature that you do not want and not know until your next bill. 

Status: Acknowledged

Currently, when I go to the VOD option for movies, it defaults to 'Watch in SD' regardless of any pre selections.  That is extremely frustrating as any level-headed person would assume that prior selections are taken into account and are not totally superfulous.  Worse, once one mistakenly enters the undesired SD default, they must exit and start over to get what should have been there to begin with.

Status: Acknowledged
WilmaF

Ability To Program FIOS TV Remotely

Status: Acknowledged
by WilmaF on ‎04-05-2014 04:06 AM

We would love to see the feature of being able to program FIOS TV from our computers, tablets and cell phones. Programming FIOS TV from the remote control on the Interactive Program Guide is very laborious and inefficient and can cause you to miss a substantial amount of the programs you would actually like to see by the time you find them on the guide. If we can already access the FIOS IPG from our computers, tablets and cell phones, then it's a mere extension of that idea to be able to program the TV remotely from those devices as well without actually tying up the TV in the process. The resulting efficiency would allow for a much better learning environment in the home.

Status: Acknowledged
BillSM

Add Hallmark Movie Channel to extended tier

Status: Acknowledged
by BillSM on ‎04-04-2014 01:57 PM

The channel is already in Select, Prime, and Ultimate tiers. What's the reasoning for not putting it in the Extended tier?

Status: Acknowledged

Verizon Tv packages are so weird to me If you order the premiere package from Direct TV then you will recieve all the major movie channels, so it surprised me when I switched over to Verizon that even though I had purchased their most expensive Tv package that it still did not include HBO and Encore. I noticed this about thier other packages as well how channels were weirdly grouped. So in the basic package you get the Biograpy channel but in some of the higher packages you dont. I had even onced moved up to the second highest package to realize that it did not include all the espn channels. I hope that Verizon takes another look at how they group their channels and put together packages that make more sense.

Status: Acknowledged
thetick1234

Please add UV support for Verizon STBs

Status: Acknowledged
by on ‎03-27-2014 09:28 PM

I refuse to buy or even try out the first free on-demand video since I hate being restricted to a single service for videos I purchase or rent.  For those who don't know:


UltraViolet
https://www.uvvu.com/‎

 
Works with many major streaming offerings except Verion Redbox Instant and Amazon Instant Video.
 
Supported steaming services:
Flixster
Vudu
MGo
Target Ticket
many more
 
Players exist for about any device: Windows PC, Macs, Roku, Apple TV, ipads, iPhones, Android, Windows phones, PS4, Xbox, various Blue Ray/ DVD players.. except of course Verion STBs.
 
I just bought a DVD/Blue ray DVD and it came with a UV code so now I can stream that movie on any platorm or service that supports UV.  Why can't this customer friendly service be available from Verizon STBs?
 
Status: Acknowledged
CrankyOldGuy

Change false call blocked message

Status: Acknowledged
by CrankyOldGuy on ‎03-25-2014 07:11 AM

If an incoming call is blocked by the call blocking feature, the caller is told the the number he has reached is "not accepting calls at this time". That is deceptive and FAR too polite. The number is accepting calls from acceptible callers.

 

I would love to be able to have my own call blocked message. Then blocked callers could hear "We are not sorry, but the owner of the number you are trying to reach was so annoyed by previous calls from this number that he went to a lot trouble to use Verizon's creaky call blocking feature to save you from being called an (expletive deleted) and having the phone slammed down on you. Yours is one of only ten numbers to be so honored. Go annoy someone else."

Status: Acknowledged
kim1

Outdoor wirless acess points

Status: Acknowledged
by kim1 on ‎03-23-2014 01:25 PM

Can you start working on a desing for a verizon fios outdoor acecess router for outside use such as for padio areas where wirless singal may be needed but a outdoor unit needs to be made to handle weather fluctiowashions wind, and rain. I would like to see such a union be avalible so i can expand my netwokr in more places so that fios users can have veru strong signals throught ther home and back yards.

Status: Acknowledged
noob09

Extended Record Time for Live TV Shows

Status: Acknowledged
by noob09 on ‎03-21-2014 01:26 PM

Plenty of times I record a live sporting event only to find out that my recording does not have the entire game (game takes longer due to overtime/extra innings/rain delays). 

 

I would like there to be a default setting for extending recording time for Live shows.  This way I would be able to set that up once, say to always record 1hr more for Live shows.  So when I schedule a recording for a Live show it will record an extra hour each time without having to specify it each time.  I should also be able to change the extended record time when scheduling a single recording, say change it from 1 hr to only 5 minutes.

 

 

Status: Acknowledged

When you're Scheduled Recordings menu why the item that is highlighted first Cancel This Series? And then the confirmation default is Yes. Given that the DVR remotes are sluggish at best and unresponsive at worst this was a really, really stupid interface choice. We have had to recreate series many times when the DVR has queued up frustrated button mashing and fired them off at once. 

Status: Acknowledged

However much I despise Comcast [after too many years under their thumb while they were the sole cable/broadband provider in the area] I am envious of the voice command features. In particular the ability to speak a channel name and it comes up. I'm sick & tired of having to try remember the numbers of Science, BBC America, the several PBS stations, SyFy, Lifetime, etc. Usually I just wind up scrubbing through the schedule to find the channel I'm looking for and slogging through that huge block of sports stations we do not have any use for makes it even worse. 

 

How about enabling the USB port on the DVR [limited to standard Human Interface options] so we could plug in a small wireless keyboard? It would be far less frustrating than the current hunt & peck way we have to enter text to search on - especially when the DVR decides to be unresponsive for ten seconds then fire off all your queued up button mashes at once.

Status: Acknowledged
nascar

OAN HD

Status: Acknowledged
by on ‎03-16-2014 03:26 PM

Please add OAN HD.

Status: Acknowledged
Blackheywood

Free Movies with Ultimate Package

Status: Acknowledged
by Blackheywood on ‎03-13-2014 09:53 AM

I believe Verzion should offer 3 movies per month for Free for the Ultimate package subscribers . It would attract more customers to purchase the Ultimate package and it would embolden Verizon brand as a company that appreciates it customers. It should a use it or lose it 3 Free  PPV movies  per month for Ultimate subscribers only. We pay enough to receive some type of a perk from Verizon.

Status: Acknowledged

 

Just like you can dial *69 to get the last caller's phone number (when available), there should be a "*##" code to note the last caller as a nuisance caller (e.g. a telemarketer that ISN'T respecting the local/Federal do not call registry).  Just like Twitter has a "block and report as spam" feature to collect and evaluate feedback from their users, Verizon could do the same, hopefully closing in and quickly shutting down egregious violators like the loathsome "Cardmember Services."

Status: Acknowledged
RobHunt

Add FiOS Mobile App as main forum topic

Status: Acknowledged
by on ‎03-08-2014 07:26 AM - last edited on ‎03-10-2014 02:16 PM by Moderator

 

As (FiOS) apps(and their users)  become more prevalent, there should be a main topic for it.  Perhaps grouped with the two  FiOS TV topics.

Status: Acknowledged
CapeFish

Add Fox Sports Florida/Sun Sports alternate channels

Status: Acknowledged
by CapeFish ‎03-08-2014 03:59 AM - edited ‎03-08-2014 04:03 AM
Please add these extra channels so that Florida FiOS customers can get all our Rays, Lightning, Marlins, and Magic games. HD versions would be awesome...just saying.

Thanks!

http://msn.foxsports.com/florida/story/fox-sports-florida-sun-sports-alternate-channel-information-0...
Status: Acknowledged
0 Votes

 

FiOS,    Please add more news channels like The Blaze,  RT, Press TV and some other news channels.   Fox News, CNN, and other channels are not always following our point of views.    People have rights to watch these alternative media channels.   If I had a satellite dish I would be getting these channels already.       Also  we need another Weather Channel added the Weather Channel is not covering local weather that much like they used to.  

 

Thank you.   

 

Adam E.  

 

 

Status: Duplicate
The ideas you have listed have all been suggested previously. Please use the search feature at the top of the page to locate the open ideas on each topic. There, you can vote and join the discussion!
macgig

$5 FEE for having fios but no home phone?

Status: Acknowledged
by macgig on ‎03-07-2014 06:11 AM

I ditched my home phone to save money since losing my job and unemployment income in December. And I learned you charge a $5 month fee to have fios with no land line.  you call it a surcharge. I call it a penalty.

 

they waived this "fee" for 2 years but really... don't charge customers money for not buying or having a service. I know of no other company that charges me money for NOT buying or having a product or service. this seems like an unfair business practice to me.  If I add a phone or any service, charge me for having it. but don't charge me for not having it.

Status: Acknowledged
macgig

get rid of contracts. on all services. period.

Status: Acknowledged
by macgig ‎03-07-2014 04:32 AM - edited ‎03-07-2014 06:19 AM

contracts stink. let us pay monthly with no contracts. on all services. period. keep it simple and flexible for us. these days financial situations can change quickly. dont' penalize us with "fees" if we need to cancel service. Ditch the contracts.

Status: Acknowledged

don't force automatic billing/payment on people that would rather pay manually from their bank accounts each month. I don't like auto billing. I prefer paying bills manually from my bank account. I have fios now with no phone and I was told I MUST do automatic payment. let us pay the way we want to pay. as long as you get your money that is what matters.

Status: Acknowledged
0 Votes

Living in Annapolis, Md. my Verizon FiOS TV gives me both the local stations from Baltimore, Md., and from Washington, DC.  I get them all except for the CW station (WDCW, WDCW-HD) from WAshington, DC.  The problem with the Baltimore CW station (WNUV-TV, WNUV-TV HD) is during this time of the year, they show college basketball during the 'Prime Time' shows and air the shows at a later time (which throws my DVR off from copying the shows).  The games run longer than the guide time shows, and the shows start right after the game.  With the Washington CW stations in the channel line-up, I would have a better chance of getting the shows copied correctly.  Verizon does carry WDCW and WDCW-HD on the Washington, DC local channel guide.  Just add the stations to the 'Annapolis' Verizon as well.

Status: Acknowledged
0 Votes
steven1

movie networks in HD

Status: Duplicate
by on ‎03-04-2014 10:23 AM

FEARNET HD, SHOWTIME HD, STARZ HD, ENCORE HD in NYC lineup (fios lineup) in addition please add EPIX3 and EPIX Drive In

Status: Duplicate
The ideas you have listed have all been suggested previously. Please use the search feature at the top of the page to locate the open ideas on each topic. There, you can vote and join the discussion!

We've noticed that many programs surprisingly do not even have Title Descriptions, far less things like Program Numbers and Genre Categories. Please include as much information about the programs as possible. Things like Titles, Episode Numbers, Season Numbers, Air Dates and Genre Categories should all be standard requirements for producing programs to be aired. It helps both viewers and producers when viewers are better able to identify programs they enjoy, as well as parents and educators identify programs that are either inappropriate or maybe somehow miss the mark.

Status: Acknowledged

You should be able to search for movies with one click, instead of going into each channel and repeating the search over and over. Even better: search for movies on cable channels and premium channels all at the same search!

Status: Acknowledged
fugularity

Give FXX an On Demand folder

Status: Acknowledged
by fugularity on ‎02-27-2014 12:21 PM
I have no idea why, despite subscribing to the FXX channel (I've checked, and yes I have it), there is no FXX folder in the On Demand menu. This is very frustrating because I can't stay up late enough to watch the shows on the channel I want to live. I'm paying for the channel, I should be able to watch it On Demand just like everything else I am paying for. If it makes any difference, my FiOS service is in Montgomery County, MD
Status: Acknowledged
cfmarofskeiii

Bugs in Website and suggestions for Fios Call Blocking feature

Status: Acknowledged
by cfmarofskeiii on ‎02-27-2014 10:38 AM - last edited on ‎02-27-2014 04:40 PM by Moderator

Note to Verizon technical team:

 

First: There is a logic bug in the Call Block Number routine. With multiple numbers in my blocked list and I go to delete a phone number which I have previously entered to be blocked, I SAVE the changes, the BLOCK CERTAIN NUMBERS Checkbox gets UNCHECKED from it's previous CHECKED value. i.e. the entire feature is getting turned OFF after deleting one of the phone numbers I no longer want blocked.

 

Second: Using WILDCARDS in this numbers to block field such as ? 's and * 's would also make for easier, more flexible and higher capacity functionalities.

 

Third: I need to block more than just 10 numbers. Please raise limit to 20 or 30 something.

 

Thanks!

 

{edited for privacy}

Status: Acknowledged
I received a call from Verizon today - the caller ID display was "Unavailable / Unknown Number". I usually don't answer anonymous calls, and in fact I thought I'd used the Verizon phone features to block them. When Verizon contacts customers by phone it would be helpful to have "Verizon Customer "Services" displayed in the caller ID info. More customer-friendly for us, and likely more effective for Verizon, since customers are more likely to answer these calls.
Status: Acknowledged

Sounds simple, but apparently it's not. For example, in your instructions on setting up an email account with Outlook 2010, in Step 9 of 10, you state in the instructions to be sure that the SSL encryption box is checked for the pop3 server and for the outgoing server that the encryption type is specified as SSL. 

 

Unfortunately, your illustration does not have the box checked and encryption is specified as "none."

 

I lost a half an hour and my temper using the illustration to set up my account before I re-read everything and found the disconnect between the instructions and the illustration.

 

Why not hire an English major to read all of your instructions and and determine that the images actually match the instructions. Do not use an IT person for this.

 

Thanks.

 

 

Status: Acknowledged
user2244

Payment due date in email, please

Status: Acknowledged
by user2244 on ‎02-26-2014 08:25 AM

Would it be possible to include the due date in the "Your Bill Is Now Ready" email that is sent monthly? It has the amount and the account number, but then I have to log in to find out by what date it is due. Even if it is the same date each month, I have too many other bill due dates to remember each one. Thanks.

Status: Acknowledged
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