Verizon Technical Support Blog

[#1]

Verizon In Home Agent is a powerful tool developed to give you all of the information about your FiOS service directly on your computer.  Through In Home Agent, you can get information about and troubleshoot your TV, home phone or internet.  We’ve compiled an overview to help you use In Home Agent to take full advantage of your FiOS services:

TV:

• Stay informed of current channel outages and the estimated time of restoral.  You can even enter your cell phone number to receive a text message when resolved!
• In Home Agent can help you diagnose issues with your Set Top Boxes and the network in your home and will help to resolve these issues by rebooting your set top boxes – all from within the program!  In Home Agent will perform a test of the network in your home and display the boxes that you have, allowing you to select the boxes that you’re having trouble with.  The box or boxes that you select will be reset and In Home Agent will guide you through checking the connections from the splitter to the Set Top Box.
• Don’t let the remote control, control you!  In Home Agent can help you program your remote control to work with your devices and will also send a replacement remote control if needed.

Home Phone:

• Voicemail -- In Home Agent will provide you with your voicemail access number and instructions on how to access and utilize your Verizon voicemail.  In Home Agent can guide you to set up your voicemail for the first time, customize features like the number of rings and provide step by step directions for setting up multiple mailboxes for everyone in your home.
• Managing features -- In Home Agent provides download assistance and instructions for the Verizon Call Assistant and the FiOS Voice website for Digital Voice customers.  These features allow you to check and review your call history, voicemail, and create a phone book of people you commonly call.  FiOS Digital Voice customers are able to customize and control features with a click of the mouse.
• If you’re having trouble with your home phone service, In Home Agent can test the line to help isolate the issue and provide troubleshooting assistance.

 Internet:

• Need assistance setting up an email program on your computer?  What about your tablet or portable device?  In Home Agent can scan your computer for email programs and will automatically retrieve your Verizon email account information, allowing you to select which account you would like to setup.  All you need to do is enter the password for the account and In Home Agent will complete the setup, leaving you with trouble free access to your email!  If you have a smartphone or other mobile device, In Home Agent will show you, step by step, how to setup Verizon email on these devices.
• If you have a new computer or want to help a friend access your wireless network, In Home Agent has many options for you.  You can view the wireless information to connect other computers or export the settings to a USB drive to let In Home Agent automatically configure the computer for you.  You can also connect the computer directly to your router and use In Home Agent to automatically connect you to the wireless network.  Either way, In Home Agent can help!

If you are not able to resolve your issue through the In Home Agent, you can select Feedback from the top menu to reach a Live Chat representative that can further assist you.

[#2]

I am very unhappy with Verizon, Paid for Tect support but no help

[#3]

  tjstrahan,

We are sorry to hear that you are unhappy with this service.  We have sent you a private message to get more information to assist in resolving any problems that you are experiencing.

Thanks,

 Tonya D.

[#4]

I have had problems with newly installed media manager. At the end of a support session the agent I was working with said the problem was caused by MM not working on windows 7. How can this be possible 7 is hardly a new OS and 8 is comong around the bend. Will you then be behind two OS 

[#5]

Hello BaldJim,

I am sorry you are having an issue with our Media Manger software.  We can definitely help I sent you a message in regards to your post.

Thank you,
~Eric

[#6]

Sorry, I'm trying to find the right Blog.  But I am very disappointed so far in Verizon's Media Manager.  The darn thing has only worked once and after being promised it would be fixed-surprise!  it still doesn't work.  I have family coming tomorrow and would have liked to have been able to display a slide show but that won't happen.  Been on hold for 30 minutes with Tech Support which is unbelievable.  I've tried all thr troubleshooting made available and nothing works.  When I select Media Manager on my TV it finds computer but it keeps telling me:

HD Support Unavailable

HD Support for current version of Merizon Media Manager is not available.

Please upgradfe your Verizon Media Manager software on your PC or chanf=ge your settings from HD to SD

When I open Verizon Media Manager on my iMac and try to sync it I get an error message "msv internal user not found."  What does this mean?  Can't find an explanation anywhere.

Well, I am paying for HD and I've tried in vain to find the "upgrade" to the Verizon Media Manager and it's nowhere.  When I called Tech Support back in May they said they would look into the issue.  It's been over a month.

Still on hold...it's now been 40 minutes!  Nice!

[#7]

I received email on my verizon.net address that a pc scan product from"Ascentive" is being promoted - is this 'legitimate'?  and if so, is it worthwhile?

[#8]

TV says quick code 8803.  How do I resolve this?

[#9]

For two days in a row I have tried to rent Wrath of the Titans  and view it on my computer but both times I have gotten this message  "Unable to retrieve video license at this moment. Please try again later. (6002)"  How do I resolve this issue or get these rental costs of my bill?

[#10]

PJD91361, camby, nk, jhb63:

I apologize for the delay in getting with each of you about your respective issues.  I have sent private messages to each one of you, so if you would, please check your Forum mail and get back to me when you're able so we can take a look at the problems you reported.

Thanks very much -- Karl

[#11]

i have gotten really impatient with verizon now you have went up on  my bill this is not in my budgtet and i can adjust it anyway to pay this please contact me its very hard to  get through to your line i have been a customer for 3 years and hope we can work this bil   and service out

[#12]

how do i enlarge the program guide? i did it on the tv in my bedroom by accident and want the living room enlarged as well. it is so small i cant read it lol

[#13]

We had FIOS for phone and Internet installed on Thursday and after long discussions with the Tech, we placed it in a mutually agreeable position on the 1st Floor to avoid drilling too many holes in the floor and keeping the router out of a closet. This is an old house with heavy plaster walls. 

Our computer equipment is on the 2nd Floor. We have all Apple equipment, but are finding that my laptop has a good signal, but my wife's machine in the adjacent room has intermittent disconnects from the Internet. I am moving the router around to the extent that the coax cable allows, but i am worried that the results will not be acceptable. What can you suggest?

[#14]

I have DSL and lately have had trouble downloading files. I get a unknown network error sometimes or interrupted or it just freezes and eventually fails to finish downloading. can someone please tell me what might be causing this?

[#15]

Just a suggestion, but when people call for tech support maybe you shouldn't refer them back to the In-Home Agent.  

Maybe we're calling because we're at a desperation point, like I was tonight.  I searched this website and forums, tried the In-Home Agent (which has never worked for me), looked for an email address to contact to no avail, and had chat not function properly so I picked up the phone.  It only increased frustration to sit through a message selling me on the In-Home Agent and it's alleged awesomeness.

If people are at the point of calling in, chances are they've already tried this method.  Maybe just let us get through to an actual human being.  There are enough other hoops you make us go through to get to a person and get a question asked.  Eliminating one delay might be nice, not just for customers but for the poor customer service agents who have to deal with people annoyed by all the nonsense.

[#16]

mypage   Hi I am sorry to hear that I sent you a message in regards to your post.

Thank you,
~Eric

[#17]

mattbohrer ,

I sent you a message in regards to your post. Let me know how it works out. 

Thank you,
~Eric  

[#18]

ltngsailor,

Hi I sent you some suggestions you could use for wireless issues. I look forward to working with you,

Thank you,
~Eric  

[#19]

njsocccerfan, 

I am sorry to hear you are having an issue. I see in another thread you poster you were able to get this resolved.  If this is not the case or if you still need assistance feel free to message me directly, or post right here. 


Thank you,
~Eric  

[#20]

If this question is not appropriate, please delete.  My question is:  I have landline service.  I receive a call from a cell phone.  I am not home so my message unit records the message from the cell phone caller.  The cell phone caller leaves me his cell phone number and requests that I return his call.  How can I detect if the cell phone number is a long distant call for me or it is a local call?

Thank you

[#21]

Hello Sharon01,

I sent you a private message to discuss this further.

Shamika_Vz
Verizon Support

Notice: Content posted by Verizon employees is meant to be informational and does not supersede or change the Verizon Forums User Guidelines or Terms or Service, or your Customer Agreement Terms and Conditions or Plan.

[#22]

I just don't get it.  As a Verizon user for years, I have always (always!) found Verizon.Com to be one of the slowest, cumbersome, unituitive and poor (Apple) supported websites on the internet.  I must use web based email and at least 75% of the time email can not be accessed - Error - try again later.  I must sign in 3 or 4 times per visit - infuriating.  How can such a major communications force conduct such poor web based service?

[#23]

Have made no less than 4 attempts and spent countless hours trying to get tech support and others to resolve an issue with accessing online Preimium channels. I have subscriptions for everything but other than hbo I keep getting an error message that says I nees to have a subscription   Out of sheer frustration Iclick red on the subscribe here button only to be taken to a page that shows I already have the subscription. The techs simply close the ticket when they think they are done and I have to start all over again.  If I paid my bill the way Verizon has been handling tHis they would have suspended my account and sent it out for collection. Thanks for nothing except wasting my tiime

[#24]

Hello Chatters,

    I sent you a private message so that we can discuss your issue further.

^Jack

[#25]

Question about about wireless.     Modem is model 7500.

About once a week for the last  8 weeks or so it seems to lose all connections and must be turned off for a few minutes and turned on again and then it works correctly  for a while.

(i.e.    worked fine this morning.   Came back to use about 345  and no connection .

Is this just the way it is?   and "live with it"   and be thankful it came back on.

or

Could it be that the modem is having occasional problems and may have to be replaced?

[#26]

Hi Worcester230,

 I have sent you a private message so that we can discuss this further.

Tonya D

[#27]

I am trying to access  Wi Fi  with my Iphone and find it impossible to do. I have the phone set up to search for available net works but the only one it finds is my neighbors next door. I have tried manually entering the SSID code but it comes back with an unknown message. Is the router supposed transmit a Wi Fi signal automatically as soon it is turned on or does the user have to do some sort of set up?

[#28]

Hi ArtJ, 

I sent you a message in regards to your post.   But your iPhone shouldn't have an issue getting connected to our router.  I would think it would have something to do with the setup.  We'll look at the account though to verify for you. 

Thank you, 
~Eric

[#29]

I just got informed I'm getting a new FIOS Router.  The In Home Agent CD comes with it.  Will this CD work on a Mac.  All my computers are Mac.

[#30]

Look here if it is not on the disc. If you do not have it, and want to install it, I would say download it before you install your new router.

http://www22.verizon.com/residentialhelp/inhomeagent/?CMP=DMC-CV090262

"MAC OS X 10.6 or greater required".

[#31]

Hi   I have a problem with my Verizon e-mail , I am using windows 7 and it is a leno desk top tower that came with the program installed,the problem is it takes forever to open one e-mail then I cannot forward it or even open another one,problem is in the desk top computer  and it is also wireless for my laptop ,I have a older laptop that has windows vista home and it works great  as I am using it now as write this  mail to you  I need some kind of help as I have talked to 4-5 people in India and the USA and no one knows  what the problem is but when they go in my computer and do the share screen it works great and they say its fixed . well its not   so i try and call again  to no avail . please  send help 

                                                                   Ty very much for your help

                                                                             Buddy

[#32]

Hi Budrow2, 

I am sorry to hear you are having an issue.  I sent you a message in regards to your post. 

Thank you, 
~Eric 

[#33]

I was on hold today for 30 mins, then spent 101 mins on the phone with tech support.

Ever since a new wireless router was installed two months ago, my internet has been slow.

At the end of two hours, they told me the problem is with the factory settings on my laptop. It's four years old and all of a sudden the factory settings are making the internet go slow?

Does anyone know how to adjust the "sendbuffersize"?

[#34]

Hello Cavinr,
Changing the buffer size method depending on your operating system.  For Windows we have an easy tool you can use right at FiOS Speed Optimizer If you still need assistance after this please refer to the private message I sent you to help further.

Thank you ,

Mike E
 

[#35]

I'm not sure where to post this, so I will post it here. I just want it to be known the horrible experience I have had with Verizon Fios. Aside from equipment not working, an in home agent provider horrible service, and I believe never turned in equipment he removes from my home. After being informed multiple bad routers were the reason for my service not functioning, they were replaced by the in home service man. I recall him being rude and using fowl language and the lord's name in vain. When I complained and asked for a different service person, Verizon sent the same one. I finally gave up, cancelled my service and returned ALL equipment. I was informed I still had additional routers belonging to Verizon. I was informed they were unable to handle the problem. I attempted to resolve by calling Verizon, but spent too long on the phone and gave up on this too. I have been harassed about owing money and explained to people who have called that I do not owe anything. I was told to put it in writing, which I did, but received no response. I gave up. I continue to be harassed and this must be affecting my credit. When I attempted to get service on an iPhone I was denied and the problem came up again. The service person, after ample time on hold, was unable to help. He was told it was too old and gave me a different number for me to call. I again received no resolution. I have been getting excessive calls from a bill collector and refuse to answer. I wish someone at Verizon would read this, research this, and take care of it. That is if I am asked for my info. At the end of this post. They should have record a service person was out due to faulty router on more than one occasion. Also, what would I do with a bunch of routers that don't work. My father has a business account of many years with Verizon and my IPhone is on his service. I have always liked the quality of phone service. As for Verizion Fios, I hate it. I will always tell people NOT to get it.

[#36]

I used to think that Verizon had good customer support and was a leader in the technology. Lately, I am finding out that I have been mistaken. I have FiOS and thought it would be a reliable system. I've been having trouble with both internet speed and intermittent outages. It is very frustrating dealing with Customer Service.  I cannot call when the system goes out and trying to navigate the website when I am able to find a WiFi is horrendous. There is no place to send an email. I get sent to a page with a few innocuous "standard" questions that I can ask. If I put anything else in then I get an error message. I'm paying a premium price for this substandard service. Can cable be any worse?  

[#37]

tonyo100,

We do apologize for the delay. We have sent you a PM so that we can assist you if it is still needed.

Tonya D.

[#38]

A program took over my computer and sent out an email to everyone on my contact list.  VZ flagged me as a spammer and I couldn't send or receive emails on my Windows Live mail or through the portal. Ten agonizing hours on calls and chats with overseas reps and all they could do was allow me to get into the portal on my desktop. Still can't use my Windows Live. Still can't get my emails on my ipad. They 'escalated' me to a tech who wants me to pay to 'fix' Windows Live because it's a Microsoft product. VZ having flagged me as a spammer is what made Windows Live stop working and caused me to not be able to access my emails through the portal on my ipad. So, I can only get my emails at home through the portal and VZ thinks I should accept that or pay to have it fixed?? I just got a hotmail address and will be asking my contacts to start using that until I can switch to Comcast. They won't be able to get out for a while because of the storm in New England.  Phone, internet and TV through VZ but they want me to pay for a problem that they caused when they incorrectly flagged me as a spammer?