on 08-03-201209:23 PM - last edited on 08-04-201206:26 AM by ElizabethS
I've been a customer of fios for over 3 years. I've never been delinquent on a bill. I hardly call customer service for anything. I heard that there is a new fios router that is GigE and 802.11N, whereas my current router is 10/100 and 802.11G...
I called to speak with a csr and was told that she could not guarantee which router was sent from the garage and that it was the V3 that I wanted. She told me that if she could, she would... But instead to try the Verizon plus store near my house and that they would swap out my old 802.11G box for the new v3 --- and would do it for free.
So I called the Verizon store near my place... They were nice and said that unfortunately they don't have these new v3 boxes yet and that I should try calling Verizon fios directly because they can help me.
So I called. He person I spoke with told me I was mistaken and that I was given bad information. That they can only swap like equipment.
Seems like each department is given different information...
Which brings me to my idea.
a) train all staff equally
B) allow your good customers... Those that have recommended your service to many many many people... Those that pay their bills. To upgrade to the latest equipment...
Why would you penalize EARLY ADOPTERS?
Why would you alienate the same people who help your NPS?
It doesn't make sense. You have a better chance of retaining me longer and having me remain a promoter much longer - which will lead to a higher ARPU.
But instead you risk losing a customer and converting me to a Detractor.
It just ticks me off that new customers get better rates than old customers get. How do you reward old customers? Well of course we charge them higher rates. This will drive me to your competition because they also give better rates to their new customers. Wouldn't it be easier to retain customers that you have ?
byas2higpark02-21-201311:22 AM - edited 02-21-201311:24 AM
I am a long standing FIOS customer and supporter, but I was disappointed to know that when I recently upgraded to the 75MB download speed, I was not able to get the new "N" router without a large upgrade fee.
The "G" router supports a Max of 54Mbps speed, so for wireless connections (for me 9 out of 10 possible devices), I am losing 30% of my speed right off the top.
When I asked a Fios sales person, they could not explain why customers who get the 150MB package get the "N" router free of charge, but the 75MB customers do not. We are both above the limit.
Please, someone from Verizon make this better and offer the new routers to customers who are losing speed without it.
on 10-06-201311:41 AM - last edited on 10-07-201304:45 PM by ElizabethS
I was considering moving to Georgia Florida is too expensive and I was shocked to find out Fios isn't available anywhere within the whole state so please bring Fios to Georgia I was considering Macon Marietta Atlanta areas I don't get how Atlanta is the hugest metro city I can think of comparable to New York yet they don't have Fios why is that Atlanta for the most part is a very financially stable city
I have noticed that when a customer enrolls in Automatic Bill Payment (AutoPay), the customer is also automatically enrolled in paper-free billing. This change is not specifically stated or spelled out during the process, and the customer may not (and probably will not) realize the change until it occurs.
I've also noticed that the automatic change to paper-free billing occurs when any changes are made to this service, such as entering a new charge card, updating an existing card, etc. I observed this change because it just happened when I updated the expiration date on one of my existing cards. Personally I think this practice is slightly deceptive, because the customer is not specifically advised of the change to paper-free. When the customer learns about it later, ill will is generated.
Verizon would be well advised to change this practice and make paper-free billing entirely optional rather than automatic. This change makes it easier for the customer to become accustomed to automatic payments, and that would be helpful to both Verizon and to the customer.
I recently purchased and installed (according to your onscreen instructions an external eSATA Hard Drive for my DVR.
The drive (WDBABT0010HBK-NESN) is one recommended on the Verizon web site. It did not work. DVR did not recognize the external drive. Went back to Verizon support - no help there. Called for telephone support - spent about an hour on the phone - no help there. I was preparing to return the eSATA drive thinking it was defective (suggested during the phone support session), but before doing so, I went to the Western Digital site and there got the CORRECT installation instructions. Now the drive and DVR work together, no thanks to Verizon's sketchy and incomplete instructions.
I was told that Fios would cost no more than my DSl (and phone), and there were no installation charges.
They then billed me 60$ for Activation - which is throwing a switch.
I objected, they relented.
I upgraded to 50/25 Quantum, but never got that speed Sometime 9, sometimes 17. They tried and tried. Hours of tech support. A technician visit. Three remote sesions. Finally we plugged the new laptop into the ethernet and got 50mbps. "Oh we don't garuntee wireless speeds of 50".
How come the desktop PC doesn't get 50?
No telling. must be slow hardware.
No, the NIC is optimized at 100. It's plugged into the same router.
Here's the Idea.
Tell people that 50/25 requires a direct ethernet connection.
Tell people Activation and Installation are different things.
As a new customer I was shocked when the installer went to give me an old Motorola silver dvr box instead of the new black dvr boxes with 500 gb storage. This is made even worse by the fact that Verizon wants 39.99 to upgrade an old customer to the larger hardware. The installer was nice enough to go back to the shop and get me the black moto box.
The older silver boxes should only be given to old customers to replace a device, a new customer should never be given this old inferior hardware !!!
Verizon, please bring the FIOS services to Charlotte, NC. The benefit for the city as well as your company is undeniable! Charlotte is one of the nation's fastest growing cities and 2nd largest banking hub, as well as home to 3 universities, one of which specializing in cutting edge mechanical and electrical research innovations. Not to mention the over 750,000 people in the city alone that would be greatly appreciative of the added option for tv and internet services. The only real competition in the area is Time Warner Cable who makes no effort to improve lackluster customer service and monopolizes the vast market in the area. Please consider expansion to North Carolina Verizon!!!
on 12-17-201109:20 AM - last edited on 12-17-201103:24 PM by ElizabethS
I know many have wanted wireless N for their home network use, but Verizon continues the policy that they only support wireless at the WAN speed provided to the customer. Even then it is not guaranteed do to so many factors. A path to the latest gigabit and wireless N router would be nice for customers that don't have 150/35. Even if no one chooses to pay, it would provide an option.
Would it be possible for Verizon to offer the latest wireless N router with an upgrade fee? To perhaps split the cost or cover the entire cost? This could perhaps cause more issues than it is worth, but would also allow customers that do not have 150/35, to get the latest router available. Many customers have just added hardware to the Actiontec to get faster wireless speeds, but many have just continued to complain, and would probably complain more if you offered it with a fee. It would provide options for those who want it. I thought I will throw this out here, but will also post it as an idea if it has already not been done. It may be a duplicate idea, but I do not believe the idea has been posted with an offer to pay.
Please add your vote by clicking on the up arrow to the left. The one with the plus sign. It may be obvious to most, but for someone that may never have voted it may not be.
To be helpful, please add a comment on your location, such as county, town, or city, not your address, or other personal information. This will let Verizon know where people are, that want faster Internet. FASTER QUANTUM!
Our building has 40 units and is attached to and identical building with another 40 units in astoria queens on 31st avenue between 36th and 37th street. Currently we only have access to Time Warner Cable (direct TV is prohibited by building management) and the cable system is antiquated. We have to reboot routers/cable boxes every day or two, the guide freezes and box becomes unresponsive, the time on the set top boxes are out of sync, the internet router freezes up, peek times we get less than 1Mbs eventhough we pay for the highest roadrunner. This is not just my apartment, all neighbors are basically fed up with poor service and no options. I know it's expensive to bring FIOS into a property like this but if wire up both buildings in one shot the ROI wouldn't be bad.
byarmond_in_nj07-12-201310:19 AM - edited 07-12-201310:29 AM
By and large, Verizon One Bill doesn't work. Put another way, it works some of the time for some of the people in some cases. Depending on your definition of "some," this is a reasonably large problem. I know this from personal experience.
When I first signed up for Verizon services, one of the selling points was that I could combine my TV/phone/Internet services with my mobile phone services within the billing system, and save a few dollars each month. I accepted this promise on faith and about 5 or 6 months later finally realized that the promised savings was not going to materialize. It didn't take long to see (once again) that trying to get two independent divisions within the same large organization to agree on items that neither side cared about in the first place was a dead end street.
It doesn't have to be that way, and a determined effort on Verizon's part can indeed change things. I know I'd love to realize some savings based on what's essentially a large convenience to the supplier. C'mon Verizon, let's see what you all can do to make us happy.
I recently moved to a smaller residence and had extra equipment to turn in. When I placed the order for connection service at my new residence I was told I could turn in my extra cable boxes to the technician. Well, when he arrived to complete the order he told me he could not take the extra boxes and that I'd have to drop them off at the Verizon office in Columbia, MD. So I drove to Columbia office and was told if I dropped them there it would cost me $9.00 OR I could drive to UPS and drop them for free. Why couldn't I just have been told this to start with when I placed the order? Very frustrating and a waste of time due to no fault of my own. When I expressed my dissatisfaction and frustration to the Verizon office person all she said was "Oh, I'm sorry" Please fix this because I'm sure I'm not the only person who has gotten the run-around on how to return extra equipment. Thank you!
bytns08-05-201203:13 AM - edited 08-05-201203:15 AM
I recently discovered that you assume that a Cell phone is the primary number desired for contact on regular FIOS residential accounts. Not sure if this is also true for other types of Verizon accounts. Definitely wasn't always so.
In my case I just did a FIOS upgrade, and was surprised to find the calls about the upgrade kept coming to my Cell phone. I am retired, and no longer use my cell phone much, even keeping it off for long periods of time. I almost missed the calls having to go fetch my cell phone when I heard it ringing.
The way the customer profile is setup you push for the cell phone to be entered, even assume that it supports SMS (mine is blocked for SMS). And if the cell phone is entered you use that for primary contact. You no longer have a space for primary or home phone, and only use the alternate number, if entered, for secondary contact. Only way I appear to have to get my home phone called, is to enter NONE for cell phone and my home phone as alternate phone number.