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.
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.
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.
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.
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!
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.
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.
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!
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.
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.
on 02-05-201301:32 PM - last edited on 02-08-201308:33 PM by ElizabethS
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.