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GaryLangton

Add Call Duration to Call Log tab on Calls and Messages screen on FiOS Digital Voice web page

Status: Maybe Later
by GaryLangton on ‎08-22-2012 10:50 AM - last edited on ‎08-22-2012 03:08 PM by Moderator

Currently, call duration does not appear on the 'Call Log' tab on the 'Calls and Messages' screen on the FiOS Digital Voice web page.  The call duration does appear on the 'View Call Details' section of the  'On-Line Bill' but that screen only shows the previous month's phone calls, not the current calls that are available under the Call Log tab.  Please add a CALL DURATION column to the Calls and Messages tab (/FiOSVoice/members/CallsandMessages.aspx) so that all CURRENT calls can be reviewed with the date/time AND call duration.  Otherwise, one is forced to wait for the next billing cycle to be able to see current calls.

Status: Maybe Later
Thanks for the idea. We'll investigate for a future enhancement.

Fix your log in acct page to be supported with Chrome

Status: Acknowledged

Dear Verizon folks,

I have been a long-time CableCard user, even before I (happily) switched to FIOS service. I'd like to request something that I believe will both reduce load on your customer support representatives and frustration for those of us who are using CableCards with your service. 

 

Please add the ability to request a refresh of the conditional access information for CableCards to the Verizon In-Home Agent. I realize that it doesn't have direct LAN connectivity to the device in the manner that it does to your set-top boxes (e.g. via the MoCA link) but it obviously talks to your bank end operation support systems for other things, so this should not be impossible. 

 

By way of example, I recently needed a refresh of one of my devices equipped with a CableCard. I decided to try Live Chat. I entered all of my information (name, phone, etc) into the Live Chat page in order to open the session. When the first rep came online, he asked for all of that again. I also entered my question/request into that initial screen. It was apparent that the rep either couldn't see it or didn't look at it. The first rep also pasted a big block of text asking me to download and install the Verizon In-Home Agent, which I did, again. It was completely useless for purposes of requesting a refresh of a CableCard as they don't show up on the list of provisioned devices for the account. The first rep assured me I wouldn't have to provide all of my account information again to the next rep.

 

When I mentioned I had CableCards, he apologized, and told me he had to transfer the chat to another department. The estimated wait time was 26 minutes, but the other rep thankfully appeared sooner than that. Of course, he asked for all of my account/address information yet again. He was able to send the refresh messages to my CableCards and like the first rep was polite and helpful, but I was left wondering why I needed to do any of this. Apparently FIOS is supporting initial activation of CableCards via an online portal, so it seems to me that some of the back-end infrastructure is there. Please follow-through and allow existing customers to take advantage of it. 

 

Whether it's the In-Home Agent or a web page is immaterial. Please provide some mechanism for users to request an automated refresh if we have CableCards. 

 

Thank you. 

 

P.S. We CableCard users have generally had to expend an inordinate amount of time to use the navigation devices we prefer, and acknowledge that there are revenue imperatives that service providers may have that don't put this Federally-mandated functionality high on the priority list. I want to say that I don't assume any bad faith on the part of Verizon. On the contrary, FIOS is by far the most CableCard-friendly service out there on several levels. I know that building and maintaining operations support systems takes time and money, I'm just hoping you can throw an admittedly minority user population a bone with this small piece of functionality. Thank you for your consideration. 

After being aggravated by lack of proper service, the last thing I want to do is speak to anyone.

 

Please provide a complaint form where issues can be addressed via email.

 

Thank you.

Status: Acknowledged
PatA

Viewing Free On Demand from My Verizon TV

Status: Acknowledged
by PatA on ‎03-18-2012 10:17 AM

When I set up the DVR to record from MyVerizon online, sometimes I have a scheduling conflict.  It would be nice to see if one of the conflicting programs is on "Free On Demand".  This way I can make an informed choice on which show to cancel if there are more that 2 shows that I want to record.

Status: Acknowledged
This is a repeat of an idea we've seen before. We like the idea and will see what we can do.

Verizon should make the services you have, like calling plan details and not simply "over 20 different features" readily available on line.  Even the chat people don't have all the information.  What a concept!

 

They can't even tell you how to activate them, they just tell you to call customer service to do so!

 

Am I missing something here???!!!

 

 

Status: Acknowledged
ekt

Make SiteBuilder visible

Status: Acknowledged
by ekt on ‎10-30-2012 04:25 AM

1)   There are many ads and pages that mention Sitebuilder but after 30 minutes of serching I cannot find the actual sitebuilder.  Either take it our of your ads or make it as accessible as email.

 

2)  When I am logged in as a customer and do a site search for, say, "sitebuilder,"  all that I get back are links to ads.  What is this all about?  Selling to the sold?  Fix it.

 

3)  Everything seems to go in circles on your web site.  The usual design for a web site is a tree with a "Go Home" option -- not lots of links that take you back to where you were just when you think that you are getting to where you want to be.

 

I first tried to use WebBuilder years ago (10?) when I could (occasionally, and with some luck) find it.  It did not work so I gave up -- waiting until some adults were scripting your web design.  Seems like marketing still owns the web presence and the back room is getting even by slowing down the server speed as much as they can.

Status: Acknowledged
red

Mac os x 10.7 software

Status: New Idea
by on ‎10-08-2011 12:53 PM

Verizon needs to add more software to the Mac a lot of Macs are being bought now Verizon should make a special gaming platform just for Macs Verizon should try making apps for the new Mac app store I see a lot of new modern video games in their also a app should be made in the Mac app store to support flex view on the Mac just like Verizon did with the iphone through itunes app store also Macs can support video games better then PC's Macs can handle more advanced graphics and hardly ever lag like PC's plus most Macs can support HD or even 3D games.

Update MyVerizon to provide new STB types and Model Numbers.

SetTopBoxesDesignation..JPG

Status: Acknowledged
Thanks for clarifying.
srk

make your site more useful

Status: Acknowledged
by srk on ‎05-27-2012 07:38 PM

It is currently impossible to remove services from an existing plan.   I understand you don't want your customers removing services,   but certainly it costs more to have me have to call in to perform this action,  not to mention this makes this very inconvienent on a Holiday Weekend!   

Status: Acknowledged
GEO10

Suspended Accounts

Status: Acknowledged
by GEO10 on ‎03-15-2013 05:27 AM

Make it possible to manage suspended accounts from My Verizon. Would like to change date to start up account when returning from vacation.

Status: Acknowledged
I can pass this on the the Support Team as an idea. If you need immediate help, may l suggest you contact customer service at 1-800-VERIZON. You definitely want your service when you return. Thanks for the suggestion.

When an appointment confirmation Email is sent, there is a link to reschedule or confirm. When confirming an appointment it would be nice to have an acknowledgment that the appointment has been confirmed. Perhaps another Email saying the appointment has been confirmed.

Status: Acknowledged
Mansosgirl

Paperless billing

Status: Already Exists
by Mansosgirl on ‎08-31-2011 07:09 AM

I needed a actual bill as proof of address. Since I went paperless, I tried going online and printing up a bill. Unfortunately the online bills does not show your address, it gives you every detail but no address. I had to call up and get a bill mailed to me. It would be nice if the online bills on the PDF files would include the subscribers billing address so phone calls will not have to be made. This will free up customer service reps so they can handle more crucial issues and save on Verizon's paper and postage.

Status: Already Exists
GFace

t.v. commercial

Status: Acknowledged
by GFace on ‎02-05-2013 01:32 PM - last edited on ‎02-08-2013 08:33 PM by Moderator

My boss and I were talking, and thought you guys should make a commercial having to do with the Superbowl and the power outage. Have everyone in the audience turn on phones and light up the field. You could have the message be in regards to customer service and helping out, or maybe the battery life of some of the newer phones coming out that are exclusive to Verizon. I think it would be funny.

Status: Acknowledged
I must say this is truly an original suggestion for the Idea Exchange. Technically this is not a suggestion for an improvement and/or new product/service. It is, however; an interesting concept. Please continue to participate in Community Forums and Idea Exchange.
Paresh

Merge web account access across VZW, Home

Status: Acknowledged
by Paresh on ‎03-09-2012 09:04 AM

I have a Verizon residential phone account and a VZW account as well.

Though Verizon is one web site, you need to have multiple user IDs to access your accounts and services.

 

Also, another issue is that the Verizon residential account is tied to your home phone number. So, if you move and your phone number changes, you HAVE TO create a new user ID.

 

The above two things are representative of an archaic approach to customer experience.

 

I request Verizon to enable merging your accounts and also to key the residential account on user ID rather than phone number.

Status: Acknowledged
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