Verizon at Home

[#1]

It’s been about a month since Verizon started offering free Wi-Fi to consumers.  Thousands of Verizon FiOS and High Speed Internet (HSI) customers have signed on to take advantage of this exciting new service.

Verizon Wi-Fi hotspot locations include hotels, airports, restaurants, coffee shops, retailers, convention centers and public locations across the United States, and more than 13,000 are listed on our hotspots Web directory.

We also have hotspots in some not-so-usual places like Yogi Bear Jellystone Park in Baraboo, Wisconsin; Saddle Up Gas and Grocery in Bear Lake, Michigan; and the RV park in Mountain Home, Idaho.

In fact, there are more choices than ever to stay connected.  Consumers can turn to Verizon for fast, free Wi-Fi to use in their local communities or for wireless computing when traveling across the country.  In addition, Verizon Wireless offers a variety of Mobile Broadband plans that provide wireless computing from virtually anywhere.

If you are a Verizon Internet customer with our faster service speeds, you qualify for our Wi-Fi service.  Don’t forget to sign up by going here to register for the service.  You will need to sign in with your Verizon Online user name and password.  After signing in, you will be prompted to download the Wi-Fi software to your laptop or netbook.  If you aren’t a Verizon broadband customer, you can always sign up online or by phone. Go here or call 1-800-VERIZON (800-837-4966).

Wi-Fi fans can look forward to more good news.  We expect to continue to expand the offer and add more free Wi-Fi service this fall.

Rich Young recently spoke to Verizon’s Angie Klein about our company’s Wi-Fi service and all that it offers.  Here’s what she had to say.

[#2]

It's been a month.  How about support for Mac OS X? Windows 7?  We are customers too.  iPhone? When you finally decide to release a phone with WiFi enabled will it be able to connect to these hotspots?  This was not well thought out at all.

As a side note I love when I do call Verizon for support and they transfer me to another area 75% of the time I get dropped.  Good job Verizon...keep it up.

[#3]

As the previous comment articulates plainly, the current implementation of verizon wi-fi for Fios customers is for all purposes broken. I've been running Windows 7 for months. The gold code is now available for Technet, MSDN customers. I also happen to run a macbook with OS X. The Verizon requirement to have to download some lame poorly coded custom application just to use a wifi hotspot is just plain dumb and untenable going forward. I've got a netbook I can use at Starbuck's and Barnes and Noble hotspots and all I need is a web browser, login id, and a password to login at these locations. What's so freakin' special about Verizon?

Move this stuff to the cloud where you can be more responsive and not throw up these needless barriers! You might be surprised how your users flock to your products? Throw off the mantle of Bell monopoly thinking.

I love my Fios Internet and TV. I hate my Fios billing which is wrong just about every month and requires a lengthy call to straighten out. Your billing system is really a black smudge on an otherwise excellent service. Make the correct changes to this Wifi offering and you will improve your standing in the tech community.

[#4]

timbrown22,

We are workng to enable Mac users to access our free Wi-Fi hot spots. Please stay tuned to the Verizon At Home Blog and @Verizon Twitter account for the latest.

-- Eric

[#5]

I am not clear on where I can use the Verizon wifi. When I check the directory of hotspots, I see Starbucks locations. But when I went to one of the Starbucks on the list, I did not see any way to log in. I would have been surprised if I could log on there, but I am just wondering if there is a directory of hotspots where I can actually log in.

[#6]

JADavey,

To use Verizon Wi-Fi at any of the hotspots in our directory, you need to sign up with us first.  You'll find a step-by-step guide to using the service at this link.  Let me know if this answers your questions.

http://www22.verizon.com/Residential/WiFi/howtogetit/

Eric

[#7]

Eric,

Thanks. I did sign up, and I downloaded the software to my laptop. But where can I use it? If I do a search under Pennsylvania/Paoli/Show All Locations, I get a Starbucks location. That is an AT&T hotspot. I did not see an option when I opened by browser there to log in as a Verizon user. Am I missing something?

It would be a great service if I could use all of these AT&T locations.

[#8]

Eric,

Tried wifi again today at another Starbucks listed in the Verizon wifi directory -- no success logging in, and I did not even see how to do it other than through the usual T-Mobile login.

Can someone confirm that the Verizon FIOS wifi option is available at Starbucks locations?

Thanks.

[#9]

Eric,

Sorry to bother you again, but just to let you know, I tried to get Verizon support online. I asked about the wifi, I received two canned responses that were unrelated, and the third try, they sent me back to Help and Support where I started.

That's an endless loop. It is very annoying.

Thanks.

[#10]

JADavey,

Our Wi-Fi team researched the hotspot in Paoli, PA, and you should be able to access Wi-Fi there.  Here's how it should work:  Approximately 30-45 seconds after you boot up your PC at the hotspot, a small window should pop up in the bottom right hand corner of the screen with the option to "connect."  Once the connection has been requested, two additional windows should appear, and the third window will request the user name and password you created when you registered for your Wi-Fi account.  After you enter your username and password, the network will verify them and allow network connectivity.

If the pop-up windows don't appear, please try the following:

- Reboot the PC and verify the Wi-Fi connect client is visible on your task bar (bottom right corner by the clock on your computer screen)

- Change location within the hotspot location (signal could possibly be blocked)

Let me know if it works when you follow these steps.

Eric

[#11]

Will try. Thanks for the feedback.

[#12]

Eric,

Using it right now. I was knocked off once and got an error message about not being at a Verizon hotspot, but I logged in again, and I am posting now. I think originally  I just did not wait enough time for the login box to pop up.

This is a great value-add to my FIOS account. Thanks for your help.

[#13]

Eric,

I have Win 7 and running the Wi-Fi installation Wizard. Got to the point where it troughs the bogus message back at me: "Verizon Wi-Fi minimum system requirements not met". My system is Win 7 that should be valid. What is wrong?

Thanks,

--Andrey

[#14]

Naroto,

Verizon Wi-Fi is compatible with the 32-bit or 64-bit version of Windows 7.   It sounds like that could be the issue.  If it's not, let me know.

Eric

[#15]

I am still having this problem.

[#16]

Yep, same here, win 7 64 bit, cannot get the WiFi INstaller to complete. I get as far as the Icon being installed on my desktop and then it just hangs up at Testing connectivity.

MK

[#17]

Anyone needing help with Verizon Wi-Fi service can check out the information at www.verizon.net/wifi.  Our technical support team also can help troubleshoot any issues with Verizon Wi-Fi service.  You can reach them at (800) 567-6789. 

Eric

[#18]

Any update on Verizon Wifi for Mac OS X?  Given the number of Macs in coffee shops and airports, it is very difficult for me to understand why Verizon doesn't grasp the importance.

[#19]

I have two laptops; both with 64-bit Windows 7 Ultimate. An HP system had no trouble installing the Verizon Wi-Fi software. My Dell Precision M4400 downloads the install package successfully; however, it always gets past the connectivity test and hangs a little bit into the compatibility test. The running program then terminates without any further messages.

I did work with Verizon Tech Support and they tried lots of things, including booting and running the program in safe mode with networking. They assured me it was not my firewall or virus software that was causing the problem. Before being elevated to the next level of support (which is not free, apparently), I wondered if anyone has had a similar problem that they were able to resolve. I'd really like to get this to work on this computer.

Thanks, Mark

[#20]

Dear Eric Rabe

Please provide an update on when Verizon WiFi will be available for Mac OS X.  It is just silly in this day and age to exclude Mac users from this service.  We pay the same charges as Windows users -- if this service will continue to not be available to Mac users you should offer us a discount on FiOS service!!!

regtor

[#21]

I have a new Dell Inspiron running  Windows 7 and can not install the Verizon Wi-Fi software.  I received the following error:  "Verizon Wi-fi requirements not met". I called Verizon tech support.  The Verizon Tech tried to install the software multiple times and couldn't get it fixed, so they told meto call Dell.  Dell had no idea what to do about it, so they suggested I call  Verizon back.  I have been on the phone for more than 3 hours and have still not been able to install the Wi-Fi software. They both said they would call me back in an hour to see if I got it resolved, and neither of them called me back.   Please let me know who I should contact for support.  It's very frustrating when they tell me to call the other company.   I really need to get this working soon!

Alaina

[#22]

Same issue others are having with the "System Requirements" hangup.  Running Windows 7 64-bit on new Dell Inspiron.  Client software installs, desktop icon installs, but process stops saying "requires" XP SP3, Vista or 7 operating system.  Verizon Chat support didn't help; Phone Tech takes notes but doesn't resolve, instead advises me to call the third party support on Monday when they open.

Downloading and installing a 5.4 MB client file should be a no brainer, not a black hole like this becomes.  What has been the resolution for others encountering this?  wukongeroo 8/14/09 on the More-About-Verizon-WiFi community forum recommended to uninstall, deactivate Norton and reinstall.  Does this resolve or is it a client software issue?

[#23]

This is absurd.

I have a macbook, and a windows 7 machine and I can't access any verizon wi-fi spot as of now

I have the same "System requirements" hangup as everyone else.

This is part of the reason of why I signed up for FIOS in the first place. And from what I can tell its been over FOUR months, if not longer.

When will I be able to use verizon wi-fi? In another year? Very disappointing

[#24]

As a previous suggeestion, tried removing & reinstallng after disabling Norton, no luck.  The rep at Boingo's customer service said "it's a Verizon download, we don't provide support for that, you have to call Verizon for support."  This marketing partnership doesn't seem to have any backbone.

[#25]

I had this same issue (Verizon Wi-fi requirements not met) with a new Dell running Windows 7 Professional and finally solved the install by running the setup program in Windows Vista SP2 compatibility mode.

[#26]

Still haven't been able to get the software installed. I've tried all the various compatibility settings in Windows 7 (including the recommendations by AndyVa) with no luck. It still just hangs. I did some exploring and uncovered the WIFI.RPT file in my "C:\Program Files (x86)\Verizon\WIFI\smartaccess" folder. [BTW, I did delete the entire WIFI folder and installed a fresh copy from the Verizon.com site.] The contents from my latest attempt are below. Eric, I do expect Verizon to fix this since it is being reported by a number of folks -- any idea if anyone in your tech dept. is looking at it? Thanks, Eric! Mark

//== Version:6.9.2258.0
//== Date:Thursday, February 04, 2010
//== Time:4:24:17 PM
Exception code: C00000FD STACK_OVERFLOW
Fault address:  0045BA47 01:0005AA47 C:\Program Files (x86)\Verizon\WIFI\SmartAccess\WIFI.exe

Registers:
EAX:0008FED0
EBX:00000000
ECX:00092820
EDX:0AFE0031
ESI:000C5F68
EDI:73160932
CS:EIP:0023:0045BA47
SS:ESP:002B:0018E818  EBP:0018E864
DS:002B  ES:002B  FS:0053  GS:002B
Flags:00010202

Call stack:
Address   Frame
0045BA47  0018E864  0001:0005AA47 C:\Program Files (x86)\Verizon\WIFI\SmartAccess\WIFI.exe
76E43EC3  0018E88C  DispCallFunc+A6
76E43D3D  0018E91C  LoadRegTypeLib+AC1
0041CCAD  0018EA4C  0001:0001BCAD C:\Program Files (x86)\Verizon\WIFI\SmartAccess\WIFI.exe
6D7D25B3  0018EA88  0001:000515B3 C:\Windows\SysWOW64\mshtml.dll
6A75DB38  0018EAC8  DllGetClassObject+CA6C
6A75DA8C  0018EB04  DllGetClassObject+C9C0
6A75D9FF  0018EBC4  DllGetClassObject+C933
6A75DB8A  0018EBF0  DllGetClassObject+CABE
6A75D8C8  0018EC3C  DllGetClassObject+C7FC
6A75D96F  0018EC68  DllGetClassObject+C8A3
6A7551B6  0018EE04  DllGetClassObject+40EA
6A755C9D  0018EEEC  DllGetClassObject+4BD1
6A755BFB  0018EF34  DllGetClassObject+4B2F
6A755790  0018EFB8  DllGetClassObject+46C4
6A754EA4  0018EFE8  DllGetClassObject+3DD8
6A7551B6  0018F184  DllGetClassObject+40EA
6A755C9D  0018F26C  DllGetClassObject+4BD1
6A755BFB  0018F2B4  DllGetClassObject+4B2F
6A7574AC  0018F338  DllGetClassObject+63E0
6A754EA4  0018F36C  DllGetClassObject+3DD8
6A7551B6  0018F508  DllGetClassObject+40EA
6A755C9D  0018F5F0  DllGetClassObject+4BD1
6A755BFB  0018F638  DllGetClassObject+4B2F
6A755E11  0018F6B4  DllGetClassObject+4D45
6A74F3EE  0018F79C  0001:0000E3EE C:\Windows\SysWOW64\jscript.dll
6A74EA2E  0018F820  0001:0000DA2E C:\Windows\SysWOW64\jscript.dll
6A7496DE  0018F848  0001:000086DE C:\Windows\SysWOW64\jscript.dll
6D90A98F  0018F8DC  Ordinal103+832A
6D90AA7A  0018F934  Ordinal103+8415
6D936A7F  0018F944  Ordinal103+3441A
6D931DDF  0018F968  Ordinal103+2F77A
76A56238  0018F994  gapfnScSendMessage+270
76A568EA  0018FA0C  gapfnScSendMessage+922
76A57D31  0018FA6C  LoadStringW+11F
76A58112  0018FA7C  DispatchMessageA+F
00403276  0018FEFC  0001:00002276 C:\Program Files (x86)\Verizon\WIFI\SmartAccess\WIFI.exe
0045DDE1  0018FF88  0001:0005CDE1 C:\Program Files (x86)\Verizon\WIFI\SmartAccess\WIFI.exe
76543677  0018FF94  BaseThreadInitThunk+12
772F9D72  0018FFD4  RtlInitializeExceptionChain+63
772F9D45  0018FFEC  RtlInitializeExceptionChain+36

[#27]

Hello,

I reported the following problem on the blog on Dec. 5, 2009 and it still hasn't been resolved.:

I have a new Dell Inspiron running  Windows 7 and can not install the Verizon Wi-Fi software.  I received the following error:  "Verizon Wi-fi requirements not met". I called Verizon tech support.  The Verizon Tech tried to install the software multiple times and couldn't get it fixed, so they told meto call Dell.  Dell had no idea what to do about it, so they suggested I call  Verizon back.  I have been on the phone for more than 3 hours and have still not been able to install the Wi-Fi software. They both said they would call me back in an hour to see if I got it resolved, and neither of them called me back.   Please let me know who I should contact for support.  It's very frustrating when they tell me to call the other company.   I really need to get this working soon!

Alaina

I found the following message on the blog, can you give me the instructions for running thestup program in Windows Vista compatibility mode?  I thought I would try this, since I don't have any other suggestions.   This is very frustrating.  I bought this laptop because I was with Verizon and you told me I could use the Wi-Fi.  I already had a desktop.

Thanks!

Message from another blogger.

I had this same issue (Verizon Wi-fi requirements not met) with a new Dell running Windows 7 Professional and finally solved the install by running the setup program in Windows Vista SP2 compatibility mode.

[#28]

Hello,

I reported the following problem on the blog on Dec. 5, 2009 and it still hasn't been resolved.:

I have a new Dell Inspiron running  Windows 7 and can not install the Verizon Wi-Fi software.  I received the following error:  "Verizon Wi-fi requirements not met". I called Verizon tech support.  The Verizon Tech tried to install the software multiple times and couldn't get it fixed, so they told meto call Dell.  Dell had no idea what to do about it, so they suggested I call  Verizon back.  I have been on the phone for more than 3 hours and have still not been able to install the Wi-Fi software. They both said they would call me back in an hour to see if I got it resolved, and neither of them called me back.   Please let me know who I should contact for support.  It's very frustrating when they tell me to call the other company.   I really need to get this working soon!

Alaina

I found the following message on the blog, can you give me the instructions for running thestup program in Windows Vista compatibility mode?  I thought I would try this, since I don't have any other suggestions.   This is very frustrating.  I bought this laptop because I was with Verizon and you told me I could use the Wi-Fi.  I already had a desktop.

Thanks!

Message from another blogger.

[#29]

I had this same issue (Verizon Wi-fi requirements not met) with a new Dell running Windows 7 Professional and finally solved the install by running the setup program in Windows Vista SP2 compatibility mode.

[#30]

Mark-Alex_VA and tredenbo,

Sorry we haven't been able to help you install the Wi-Fi client, and we appreciate your continued interest in the service.  We've sent this to the the Wi-Fi team, who said they will need some more information to troubleshoot this for you.  Please email your user name and a date and time you tried to install Wi-Fi to the following:

sharon.cohen-hagar@verizon.com

The team will look into this as soon as they receive your information.

Thanks.

Editors

[#31]

What about Mac Access? I haven't seen a followup on any of the requests yet.

What is the story?

[#32]

Still nothing for the mac?

[#33]

Eric,

Hi I'm having the same issue as many other Verizon users regarding installation of Wi-Fi client software.

I've also getting an error message saying that my OS does not meet the minimum system requirements to install the software. I'm using a Dell netbook with Windows 7 Starter and I haven't read or seen anything that would indicate my configuration shouldn't be compatible with Verizon's WiFi service. (If using Windows 7 Starter is the issue, Verizon should address ASAP since the main reason why people choose netbooks is for ability to use a WiFi connection.)

I've tried Verizon's online and telephone support contacts with no success. Please help.

Michael

[#34]

Does anyone from Verizon still read these posts?

What is the procedure for getting an update on these issues?

[#35]

JimODell,

Thanks for the reminder!  The Wi-Fi team has been working offline with some of the folks who posted here recently, which is why you haven't seen any further comments on the issues they're having.   Regarding your question about Macs:  Our Wi-Fi service does not yet support Macs.  Any updates will definitely be posted.

Editors

[#36]

Eric,

Does that imply that the Wi-Fi service will, at some point, be available to Mac users? I don't know about others but I find the implicit assumption that all Verizon customers use Windows somewhat perplexing and definitely misleading. When I signed up for the service years ago, there was no mention of it being Windows only. We Linux and Mac users see no difference in subscription price but we get fewer features for our dollar.

Surely these issues cannot be technical - many other vendors far smaller than Verizon easily handle multiple platforms.

So what are the issues surrounding Verizon's lack of platform neutrality?

[#37]

As a Mac user, and Verizon FiOS subscriber I have to say I'm highly disappointed that I can not use the Wi-Fi Service!  I keep waiting to use services that I pay for, but can not use because I use a different operating system.  There are no obvious disclaimers that let Mac users know they will not have access to the same services as Windows users.  As far as I can tell there is no real technical reason for Mac or Linux users to be shut out of using the service.  It is simply due to Verizon marginalizing users of these operating systems when they created this service, because they did not feel it necessary to create a platform neutral method to access the Hotspots.  It seems as if Verizon is happy to charge me the same amount of money as Windows users, but will not give me access to all of its services.  This is unfair, and very poor customer service!  It's not as if the Mac OS is a new operating system.  What is the reason for this?

[#38]

The worst thing is that Verizon does not feel as if it owes us a response. This has been going on for months and there is still no change in the marketing materials to indicate that the service is Windows only. Or an 'official' response from Verizon. This is not a dig at Eric, corporate social media reps like him have an almost impossible job. Verizon gives him all of the responsibility of communicating with the world but no authority to go with it.

So when he struggles for an answer, we all know what is going on don't we?

[#39]

Hello, JimODell and other Mac Users,

We're the editors of the Verizon at Home blog, and we appreciate that you're continuing to check here for updates about our Wi-Fi service.  Eric retired at the end of the year (see his blog dated 12-28-09), so we're jumping in to respond to your comments.  However, you can always find detailed information at our Wi-Fi support Web site (http://www.22.verizon.com/Residential/WiFi/howtogetit), and this is the best place to check for updates.  We still don't have any new information about when Wi-Fi might be available to Mac users.  Verizon has continued to add services for Mac users, includuing the Verizon Internet Security Suite and Media Manager for Macs, and if there are any updates about Mac compatibility for our Wi-Fi service, we will report it at the Verizon at Home blog. 

Editors

[#40]

Update for Dell Customers Running Windows 7/64 bit:

Customers with Dell laptops running Windows 7/64 bit have reported problems installing the Wi-Fi client.  As a result of your comments, the Wi-Fi team identified and fixed the issue, and you should be able to install the client now.  Thank you for letting us know.

Editors

[#41]

The only reason I used the name Eric is that every post is under his name. I'm sure it would be trivial to change the name under which Verizon posts.

I appreciate what you are saying, but if you read earlier in this list. Eric himself stated that Version was planning support for the Mac. Are you now saying that there are no existing plans to support the Mac with WIFI hotspots?

Why not answer a simple straightforward question?

Once that question is answered then you should be able to straighten on the marketing material on the Verizoon web site that make no mention of the lack of Mac support. This has happened to me at least twice in the past with Verizon. Once when I first got my DSL service. When I told the support person I had a Mac he just threw up his hands.

The second time was when I upgraded my FIOS plan specifically to get WiFi support. Of course, I couldn't imagine in this day and age that any company would not automatically cover Macs. Of course, that was a silly mistake on my part.

On the same line, If Mac users are getting less value from their FIOS contract shouldn't they be entitled to a lower monthly fee?

So, just let us know Verizon's position and then we can make our own decisions about sticking with Verizon.

Jim

[#42]

I read that there are wifi hotspots in Canada as well as the USA.  However, I am unable to find out any information on this.

IE: where are the Canadian Hotspots? Thre is no search on the website for them

Also, are these Canadian wifi hotspots also free?

More information on this would be appreciated.

Is there someone can point me in the right direction to find out these answers?

Many thanks

[#43]

Jim Odell,

Sorry about the confusion caused by using Eric's name to sign into this thread; that's the way this blog is set up, but we'll see if we can change it.  

 We are clear on our  Wi-Fi Web site, under Step 1, Check Your Laptop,  that

http://www22.verizon.com/Residential/WiFi/howtogetit/

"Verizon Wi-Fi is not available for PDAs, phones, desktop PCs or Macs."

As we said in our previous answer to you, Verizon has continued to add services for Mac users, but we have no target date to give you for Wi-Fi.  Any updates will be posted here.

Editors

[#44]

itgirl,

The hotspots are in the United States.  You can see a list here:

http://www22.verizon.com/Residential/WiFi/howtogetit/

[#45]

I beg to differ with your assessment of whether you are open in your policy of not supporting Macs.

Maybe I missed it, but can you point me to anything in your marketing statements that asks the user to visit a page to check for compatibility or that states that the service is only available for Windows desktop users.

I  agree that you are clear when one gets down to the technical details and presumably one has already signed up for the service.

Also, you did not address my issue of windows users getting greater value from your service than Mac users for the same monthly rate.

Jim

[#46]

Dear Editors,

Can you give us a hint about what's holding up non-Windows availability of WiFi?  My understanding is that the hotspots are implemented by Boingo, which already supports non-Windows devices, so it seems like there's no technical issue.  Like many others in this forum, I'd really appreciate being able to use this service with my Macintosh laptop.  I'd hate to think it's being held up endlessly over contract bickering or inattention.

[#47]

I just talked to a service person regarding my lack of WiFi service. She was absolutely astounded that the WiFi service did not support Macs. So astounded that she talked to her supervisor about it. Her supervisor called me back and admitted that she was also quite surprised that the 'Free WiFi' service did not support Macs. At that point she offered me $20 off my bill for a year in exchange for the issue I am experiencing. She also told me that she was forwarding this problem 'up the chain'.

I'm hitting 100% talking to services reps who don't realize the limitations of what they are selling and are quite embarrassed by what they are relaying to customers. Despite what 'The Editors' are saying here, I'll bet that most service reps would have the same response.

Perhaps others should do the same experiment and report back.

Jim

[#48]

Just did a support chat to ask about Macintosh support.  The agent said yes, Verizon knows people want this, no, there's absolutely no information about progress or availability.  There's also nowhere to join a notification list. 

[#49]

Editors,

I am one of the Dell Win 7/64-bit users unable to install the software. I removed the old partial install through the Control Panel and rebooted several times before installing the software from the web again, but am still getting the same behavior. The install hangs part way through the compatibility check. Is there a different procedure.

Thanks,

Mark

[#50]

Regarding my call to Verizion - I called to discuss my bill with a rep. The rep. was sympathetic and offered to have her supervisor call me. The supervisor called back offered me the deal.

Looks like 'The Editors' have gone dark.

Jim

[#51]

Mark-Alex_VA,

We've sent your latest comment to the Wi-Fi team and will send you a private message if they need more information. 

Editors

[#52]

JimODell,

Members of my team are the editors of the Verizon at Home blog, and you can contact me at sharon.cohen-hagar@verizon.com. 

Thanks.

[#53]

By you response I take it that you have nothing more to say about Verizon's previous commitment to support WiFi on the Mac. Correct?

Jim