Customers With Disabilities
Enter New Idea

You have a long list of features (call forwarding, caller id block etc) that you can click on for a description.. but amazingly, the command to invoke these features (such as *72) are just not there!!  Only for *69 because that is the name.  How can it be that you don't have a list of all the star commands available and prominently posted on your support website?!?!

 

In particular, I was looking for conditional call forwarding.  You call it forwarding when busy/no answer.  Only one of your customer support agents knew what I was talking about after multiple multiple calls and gave me the code (*92).  I found the description of it buried on your website after looking forever... but it didn't give the code (*92)!!

 

This should be published!!  Actually, you should allow this option in the options page.  it is more useful than the option you do have to forward certain numbers..  REALLY Verizon.

 

Comcast has voicemail transcription.  Verizon sales people said you have it too but you don't.  So I need to forward my unanswered calls to google voice because they offer the voice transcription.  I finally did it successfully after hours of research because you didn't list the star code!!  Please fix this!!  And teach your agents!!

Status: In Progress
I have referred this to our Verizon.com programmers to improve the search results to better provide links to the star codes list for both copper and FiOS Digital Voice.

Eliminate this rule, as  there is no reason to not allow notification on calls and also allow blocking capability.  

 

"You have requested to turn the Call Notification Always feature On, but currently the Incoming Call Block - Reject Calls from Certain Numbers feature is turned On. You may not have these two services On at the same time. Do you want to: Turn Call Notification Always Onand turn Incoming Call Block - Reject Calls from Certain Numbers Off?"

Status: Maybe Later
We are looking into removing this restriction in a future enhancement. Thanks for the suggestion.
datman

Voice mail notification texts

Status: Launched
by datman on ‎04-29-2012 12:26 PM

Modify the text messages sent to notify of a fios voice mail to include the # to call to check your voice mail.

Status: Launched
We haev updated the text message script to include 888-234-6786. Thanks for your suggestion. You should be seeing the number now.
calledout

Blocking

Status: Already Exists
by calledout on ‎04-22-2012 02:38 PM

With election time here and in the future many of us are bombarded by unknown and or unavailable telephone calls from 000-000-0000 all computer automatic dialer generated. Can there be a way for the customer to block these calls once they have answered the call and do not want to continue receiving them? Thanks............

Status: Already Exists
With FiOS Digital Voice, you can set up Anonymous Call Rejection by dialing *77 from your phone, from your online account manager, or from your FiOS TV. This feature rejects any call that displays as 'anonymous' on your callerID. You can also block up to 10 specific numbers using incoming call block from your account manager or TV. We are looking into expanding that number in a future enhancement.
lkoenick

voice mail notifications

Status: Already Exists
by lkoenick on ‎04-22-2012 12:23 PM

Verizon needs to promptly provide for email notifications when a home voice mail is received and/or send an email with a computerized transcript of the voice mail.  Comcast does both.  It is almost making me switch.

Status: Already Exists
With FiOS Digital Voice you can receive notification via text message, email (with or without the message attached), pager, or to another number with the Special Delivery feature. Hope that's enough options to get you to stay :-)
8of12

Mark Phone Numbers as SPAM

Status: Not Likely
by 8of12 on ‎03-23-2012 03:31 AM

I;d like the ability to log in to my Verizon account to look at the phone numbers from which I have received calls and  to mark calls from telemarketers as SPAM. Future calls from those same numbers would be sent to a special SPAM voice mailbox or hear a recording that I no longer am willing to receive calls from those numbers. Most importantly: phone calls from those numbers would never ring on my home phone (or wireless) again.

Status: Not Likely
We don't currently have the technical capability to do this and do not anticipate doing in the future. You can use your Call Block feature to block calls but typically telemarketers use multiple numbers and it's impossible to block all of them. You might want to consider registering for the national Do Not Call list. I found that greatly reduced telemarketing calls and I tell any that get through to put me on their DNC list. I believe that charities and politicians are exempt from the list but it does greatly reduce the number of calls.
Torch64

A better front page

Status: Acknowledged
by Torch64 on ‎03-22-2012 12:30 PM

There are a lot of things to choose from when setting up your home page for Verizon, which is a good thing, but why make me look at verizon perks, when I don't want too?  Everytime I remove it from my front page, it comes back again.  Or how about an email box that does not take up the first quarter of the page?  Or how about getting rid of the advertisements that are there, and letting me add the things I like to my home page?  Sometimes when I place something in a column it never shows up, how about fixing those bugs? How about getting rid of the community column, it is a waste of space for me.

 

I have also had the same news on my front page for two days now, did nothing happen in the world?  I think not........

 

I have to say I am a recent subscriber to FIOS coming off of comcast.  Yes it is a lot cheaper, but comcasts home page, has a way better set up then verizon, and I do miss it. 

Status: Acknowledged
I'm sorry you don't like the My Verizon site. I'll make sure you're suggestions are seen by the proper team within Verizon.
CrankyOldGuy

Longer display times for caller-id on TV

Status: Acknowledged
by CrankyOldGuy ‎03-11-2012 05:52 PM - edited ‎03-11-2012 06:07 PM

The display times available for caller-id on TV are too short. They shouldn't be timed at all. If a message is important enough for me to request that it be displayed, it should stay available to me until I acknowledge I've read it or another similar message comes in. I know untimed messages of this type can be done because of the unrequested, untimed messages that are displayed on various channels such as "Press FIOS TV to Shop". If it is impossible to have an untimed message, please consider that the person might not be watching the tv that particular second and that the TV is the largest most easily seen from a distance callerid display in the house. Therefore message times should give someone time to walk into the room after hearing the phone ring. Timed messages in general always seem to fade away immediately after I notice them but before I've read them. Why does some programmer somewhere think that they have any idea how long a message should be displayed to me when they have absolutely no idea what else is going on when they display it? Yeah, I know, I'm cranky.

Status: Acknowledged
we'll see if we can put a setting in for that
CrankyOldGuy

Busy line auto-callback

Status: Not Likely
by CrankyOldGuy on ‎03-07-2012 11:21 AM
I would like to give anyone who calls my line while I'm on another call the option to press a number code to have Verizon call me back for them as soon as I'm off the phone. The other available options just don't suit my needs. I think that "call waiting" is rude. It's the equivalent of saying "I think our current conversation is less important than this unknown call coming in. Please hold." I have an answering machine which is more convenient to me than voice mail. Therefore having busy line calls go to voice mail is an inconvenience. What I do now is have a busy greeting which is "Hello, this is (my name). I'm on the phone right now, please call me back later." followed by a minute or so of recorded busy signal. I'd like to have a busy greeting which says "Hello, this is (my name). I'm on the phone right now, but if you press (number code) and hang up, Verizon will call me back for you as soon as I'm off the phone.".
Status: Not Likely
Thank you for your suggestion. This is not technically feasible, and we don't have any plans for pursuing a feature of this kind. We did offer a Busy Redial feature where the caller could enter a code on their phone when they reached a busy number, and their phone would try the number for up to 30 minutes. However, due to very low interest, this feature is being grandfathered in June. If you subscribe to FiOS Digital Voice, missed calls are captured on the call log and you can look on your TV to see which calls you missed and click to dial them back. Although not ideal, at least call waiting will tell you who's calling so you know to call them back even if you always ignore it.
dkhieu88

Modify LOCATE ME feature for home phone

Status: Not Likely
by dkhieu88 on ‎02-09-2012 09:09 AM

Currently, when the LOCATE ME feature is turned on with, say 3 rings, then the home number rings 3 times, then a "THE PERSON is being LOCATED" message comes on, before the so-called located phone number rings.

Is there a way that we can turn off that message. I think the call-forwarding action should be completely seamless. The caller should not need to know that the call is being forwarded.

Status: Not Likely
Appreciate your feedback. We probably would not eliminate the message because most callers are used to calls being answered after 3-5 rings with voice mail or answering machines. With Locate Me, they could hear considerable more rings and hang up without an alert that the system is trying to locate you. You could use Simultaneous Ring so your callers won't hear any kind of message but the ringing cycle would be like they are accustomed to.
Ishkott

Fix your "Dry Loop" Scripts

Status: Acknowledged
by Ishkott on ‎02-09-2012 08:49 AM - last edited on ‎02-10-2012 02:24 PM by Moderator

I have Verizon DSL and have experienced two incidents in which I loss my ability to use my POTS line to answer or make calls. That is a "Dry Loop"- in which the ADSL and Voice lines are not bound together - look it up on the Internet. Seriously, because the technicians Verizon has sent to my apartment on both those occasions denied the fact and tried to say my phone cord or telephone itself needed to be replaced. Both times, Verizon technicians troubleshooting my connection remotely insisted the problem was with my equipment - and both times, the problem went away when my setup and killed at the Verizon office and completely restructured.

Now, contracted technicians should never be sent to "fix" a dry loop because they obviously are not aware of the symptom and they can't fix it anyway - the provisioning must be done on Verizon's back end. I assume your in-house technicians use a script to verify connections - and that script has a bug. I've twice loss my Voice line in two years and danced this dance. Fix your script or simply put the elementary puzzle together - 1. Customer has no Voice but phone rings. 2. Customer has functional DSL 3. Customer verifies physical setup in home 4. Re-provision the account.

This saves money and time - and more money because time is money. And send an apology for having screwed-up because it is Verizon's fault (ie stop implying the problem is my fault). Seriously, this is low-hanging fruit - if I'm sent into the Polka again, I'll just leave this dance.

 

PS - You can also create an online Trouble-shooting Wizard instead a form that automatically summons a helpless Technician to home. Once the "Dry Loop" scenario is specified, the reset connection can then be accomplished automatically.  Stop favoring your pretty and young Wireless and show a little love for your loyal customers. Don't take me for granted, I'm ready to kick you out of bed, you ungrateful ...

 

{edited for privacy}

 

Status: Acknowledged
onedirtydog

Fax line

Status: Already Exists
by onedirtydog on ‎02-08-2012 02:14 AM - last edited on ‎02-08-2012 02:47 PM by Moderator

As it is now ...your offering as a bundle...FiOS TV, FiOS Internet 15/5, and Verizon Freedom Essentials. Now, since I use my cell for all my communication with the outside world, I don't have any use of the phone line coming into my house but still I pay for that line every month. Oh! So that I don't get all those unwanted phone calls, I don't plug my phone into it. To me it's just a dead phone line coming into my home.

 

My idea is this, since most printers you buy today come with the capability of using a fax line, why not make your bundle include this as a option instead of a phone line, why not offer a FAX line. I'm pretty sure there are other out there who feel the same way and would love to have FAX line.

 

{edited for privacy}

Status: Already Exists
red

fios digital voice

Status: Maybe Later
by on ‎02-07-2012 11:01 AM - last edited on ‎02-07-2012 04:55 PM by Moderator

Verizon should allow fios digital voice customers the capability to initiate a call online through their computers either voice call or video call to do so Verizon should work with skype skype is a paid phone service it offers free video calls but does not offer free computer voice calls which I find extremely more important this is an idea for later down the line its just a suggestion.:smileywink: thank you for reading this.

Status: Maybe Later
Thanks for the suggestion. in the meantime you can initiate a call back from your FiOS Digital Voice missed call log or phone book on your web Account Manager, but the call will be placed using your phone line.
0 Votes
teeline

Tech contact

Status: Acknowledged
by teeline on ‎01-28-2012 05:47 PM

I think that all techs that go out (understanding the service request is called a ticket) it should be required of them to contact the home owner to make sure their lines and/ or internet is working before they are allowed to close the ticket out. I think all tech should go to the house that is making the complaint before they go out to the line to service the problem so that the client know that they showed up instead of being told a tech is out but you never see them. Not only should the tech come to the house verizon should contact the cleints from the office to make sure the propblem is repaired before they allow the tech to close it out. my phone has been out since last Friday and i received a text 4 times stating the problem was fixed and no one came to the house was told 4 times they were coming back out and today 1/28/12 was told from 8am to 8pm and no one showed this time after 8pm was told no one recieved the ticket but I over paided my bill to be on top and they put me under tell me is it fare no phone, home alarm, internet  but their paid in fulllllllllllll............

Status: Acknowledged

When we were with Vonage for our VoIP phone service, we'd get emails of voicemail to our inbox, similar to the notification we get from Verizon...with one important and GREAT twist...along with the email of who it was from (via CLID, CNAM, etc), we'd also get a transcribed text in the email of the actual voicemail! What is exact? nooooooooooooooo...but it was most times close enough to get the gist of the voicemail w/out having to login to retrieve it. It also was very handy if you accidentally deleted one for another family member...you'd have a rough written transcript of it anyway. This was a GREAT feature and we really came to rely on it as I'd even get the emails to my cellphone and I could see who left us vmail.

Verizon already has the technology and SW to do this...so why aren't you?????

Status: Maybe Later
We agree that the technology has been evolving to provide more accurate voice to text translations. We're looking at options and appreciate your suggestion.
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