Please, please, please fix the issue with associating a cell phone number with FIOS account. Every time I call CS the automated system confirms the number I am calling from and says it has my information but when I eventually reach a live person (after sorting thru another dozen automated options) the live drone on the other end says they don't have my information and that the cell number I give them is not associated with the account. This is usually a 15 minute ordeal at the beginning of every CS encounter. I am always assured at the conclusion of the call that my cell# (which is the only number I have) is properly associated with the account. But the next CS call, usually regarding FIOS billing issues or other inept CS actions, results in the same 15 minutes of h#~ll. If Verizon can not offer this option then don't claim to have done so at the beginning of the call. It's frustrating and alienates customers and only serves to delay resolution of other issues.

Hi Verizon,

 

I use your fios tv app on my samsung smart tv as an alternate way to get Fios tv service since I dont like wires running around. Only problem is not all channels are available, if more channes are added it would be great. Also, buffering is present during the night time with only fios tv app.

At 5:00 AM on a Saturday, we discovered we had neither telephone service or internet service when my husband got a call on his cell phone from work because he is on call during off-hours.  I called the 800-VERIZON number and WAITED ON HOLD FOR 1 HOUR AND 5 MINUTES before the Technical Support Agent took the call and proceeded to tell me that they were doing maintenance on those two services in my area and that it would be back up and available by 8:00 AM.

 

Why can't Verizon send out an email earlier in the week to the subscribers in the area that is getting the maintenance to let them know that which services will not be available and for approximately the length of time of the outage?  The banks and the credit cards we deal with always tell us ahead of time that their site is going to be down and then we obviously do not go into those sites during that time.

  

Or why can't Verizon have a recording that says "maintenance is being done in your area and service is expected to be back at approximately [give a time]".  In that way, callers would hear the message and then hang up without waiting endless minutes to have a Technical Support Agent say this.  Our electricity provider has a recording that states areas that they know there is an outage and this is helpful because customers know that they are aware of the situation and when they expect to have the service back. 

   

I think it is absurd that you would let a valued customer hold on the phone for 1 HOUR AND 5 MINUTES only to be told information that could have been told previously (in an email) or when they call (with a recorded statement) so that they do not wait on the phone.  Verizon could eliminate some of their calls by providing this kind of information in advance and therefore it would cut down on the calls coming in or the callers staying on the phone to talk to someone.

 

 I expect to receive an email or a phone call from Verizon to discuss the experience I had as it would totally unnecessary for me to spend 1 HOUR AND 5 MINUTES on hold at 5:00 in the morning.  I could have spent that time sleeping for the upcoming busy day I had.

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.

I have just returned a set-top box to the FiOS store in San Fernando, California, which is 21 miles from my Santa Monica home. I was in and out in five minutes; service personnel were friendly and helpful.

I notice from maps of FiOS users in Southern California that there are many customers in the West Side area, yet there are no nearby FiOS stores.

Has Verizon given any consideration to opening a FiOS store closer to my home? FiOS TV has been available for several years here.

{edited for privacy}

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.

Dunno.

Here's the Idea.

 

Tell people that 50/25 requires a direct ethernet connection.

Tell people Activation and Installation are different things.

Don't have the customer spend hours on a problem.

Techs should review the work orders that were compiled in order to correct  the problem of losing the internet connection at our house. It took  Verizon Techs from Sept, 2012 to Mar 15, 2013 to correct the problem.  It was a tech named {edited for privacy} who saw the problem before he even came inside our house. It was a simple solution . He just enlarged the "loop" where the cable was attached to the house! All the other techs concentrated on the inside of the house or thought it was our computers, Ipads or portable phones.

Since you only cover the battery for one year of my two year crontract I have to disconnect it now that its beeping. I really don't think someone should have to pay for a battery under the contract.

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.

I would like that Fios be more available in a town that partially has it. Mainly the area I am talking about is Turnersville, NJ. This would be great. My grandparents live there and would probably want to switch over from Comcast but cannot.

We recently switched to Fios from Xfinity and I have to say that I'm quite disappointed with the offerings for kids.  While you have the same offerings in terms of number channels available your "depth" of episodes that are offered in each channel is dismal in comparison to Xfinity. 

 

The biggest uproar in our household is that FIOS does NOT support the free Watch Disney app that allows you (with your own cable subscription credentials) to watch a variety of full episodes on Disney Junior, Disney XD and Disney Live shows.  There are 5 or 6 other cable providers that support this app- Xfinity included.  It seems like an easy way to suppliment what you lack in on demand offerings (in the Disney area anyway. 

 

PLEASE add this ASAP! 

 

 

I just received a replacement router from Verizon (after 4yrs, my original router started failing). The Actiontec MI424WR.  This router has 2 USB ports that are currently unsupported.

 

Here is a quote from the User Manual

 

"The USB LEDs illuminate when the FiOS Router is connected to a device via one

of its USB ports. These ports are currently inoperational; they will be activated in
a future firmware update."

 

When Verizon Support was contacted about the firmware update, all they said was that they didn't know when an update would be available to support the USB ports.

 

Nearly every descent router available today has at least 1x USB port that could be used for Network Storage (external harddrives), thumb drive etc..

 

With the money that us customers spend on the Verizon service and the inability to use anything but Verizon supported hardware, it is a real shame that Verizon can send out out-dated hardware and expect their customers to be satisfied with it.

 

Verizon, please provide a firmware update to the Actiontec MI424WR Router beyond 40.19.36 that supports the 2x USB Ports.

 

Thanks