Customers With Disabilities
Enter New Idea

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. 


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.

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

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.


Status: Acknowledged
by AveryC on ‎02-03-2013 12:35 PM

I was excited about having a personal webpage when I signed up for Verizon, now that I have the ability to write HTML, the feature is no longer available.  Please restore personal webpages for members.

Status: Acknowledged
Thanks for the suggestion! The internet team handles request like yours. I will pass it own. Keep your ideas coming.

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.


Status: Acknowledged
Thanks for clarifying.

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

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

Web Pages

Status: Clarification Needed
by kthurb on ‎01-08-2013 06:10 AM

I do not have FIOS. I have Verizon phone and internet. I have Direct TV. Is there a way My Verizon could let me know when a information page deals only with plane old Verizon and not FiOs info?

Status: Clarification Needed
Could you provide specifics on "information page?"

Easier access to bill information

Status: Acknowledged
by mdrobison on ‎01-08-2013 02:26 AM

I recently switched to Verizon for internet. Once I received a bill I loaded the information into online banking for billpay purposes. After the first payment succeeded I requested ebills to save paper and make it easier to see historical details on my bills in the future.

Unfortunately Verizon does not send the bill detail to my bank, instead I have to log into the Verizon account system (which isn't the easiest to navigate, but I'll get used to it). Once I logged in I still could not see specific details on the bill, I am require to use some kind of activation PIN to register (re-register?) the account. This is being done as a supposed security feature. I am not sure that creating more loggins and more website is actually more secure.

My suggestion is to send the bill details to the banks, allow me to use secure loggin encryptions for my bank to manage any security issues and see and understand my billing information while I'm also in the best possible position to understand my financials and can work seamlessly on all my payments at one time.

Verizon isn't the only bill I have, and until you get into real estate and the auto industry it's likely that I will always prefer one place to take care of all my side of my own business.

Status: Acknowledged
Thanks for the Idea. This one is out of my realm, but I can forward this on to the billing team.

reading your entire Bill

Status: Already Exists
by fergie5649 on ‎12-30-2012 10:46 AM

There is no easy way to get and read your entire Bill before you pay your Bill.

Status: Already Exists


Status: Already Exists
by putzbusters on ‎12-29-2012 07:44 PM

Your website is HORRIBLE.  I have been trying for over 1 week to pay my bill.  I can't even pull a copy of the statement.  This is the worst website that I have ever tried to use.  Tonight I was finally able to log in and then pay the bill.  But I can't even pull a copy of my statement.  This is ridiculous.

Status: Already Exists
You can view and print your statement. Please use this link for step by step instructions:

Pay-per-view Usage

Status: Acknowledged
by RyanNoVA on ‎08-02-2012 02:53 PM

I would like to be able to see a running tally of my current (unbilled) pay-per-view usage when I'm logged into the Verizon web site. This is beneficial for people who are trying to be responsible with their finances, people who have family or room mates that may need "supervision", and people who don't get their billing statements in a timely fashion.

Status: Acknowledged


Status: Acknowledged
by siberia on ‎12-27-2012 01:30 PM

It is easy to add services on-line, but actually impossibel to cancel services via the internet.


I have been on hold for 90 minutes trying to cancel FIOS.


This is horrible, I may have to hang up. I have things to do , as I am moving to another state tomorrow.


They need to add the ability to cancel services, instead of only having the choice to add services online

Status: Acknowledged
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