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Verizon Website Changes

Status: Acknowledged
by Kennethbac on ‎02-03-2012 02:53 PM

I have just spent 6-8 pnone calls to find out your website will no longer allow payment of 2 accounts from one website access. Prior to this so called upgrade I could pay both my bills with a single ID and password. NOW I need 2 ID's and passwords. You must have fired the previous website designers and hired a bunch of incompetent designers. Than I get on the site with 2 ID's and I can not access my bill without a PIN --- which I have no idea what your website designers are thinking but I would fire the whole bunch and rehire the ones that have left. Regarding the attempt to make one use paperless billing I will never accept paperless billing after the approach you are using to force acceptance. If you think the present website is an upgrade you are badly mistaken. I have an electrical engineering degree along with a computer science degree and I have never seen anything so poorly destroyed and than call it an upgrade. YOUR WEBSITE JUST BACKED UP 10 YEARS. SORRY BUT YOU DESERVE THIS CRITIZISM Ken

Status: Acknowledged

General Comments

Status: Acknowledged
by RonRob on ‎12-19-2012 08:34 PM - last edited on ‎12-21-2012 05:07 PM by Moderator

I have had so many problems since moving over to FIOS from Comcast.


The cable installation was great, but I never receive a receipt for what I had agreed to or whether the installation was completed.  However, the Verizon installer spent 3 hours at my house, but most of his time was for personal time on his cell phone.  He answered his cell phone several time in my presence, and chatted with friends for 10 to 15 minutes at a time.  If Verizon wants to pay him for his personal time, that is their business, but if it cuts into my time, I charge $200 per hour, and I would like to be reimbursed for the unnecessary time that I was tied up for the installation. 


As I mentioned, all the cable people, who I believe were contracted, were very good, and professional.  But no one ever explained to me how to set up my voice mail, and I spent a hour or so wasted trying to find out how to do it (it was easy, but without knowing where to go, it was time consuming). 


Next came my billing.  I do not believe I received confirmation for what I ordered.  Then I got an email for the bill for XXX, but when I followed the link in the email, as instructed, I was taken to the Verizon Wireless site, where only the bill for my wireless services were visible (nothing from FIOS billing!).


So I used the Verizon online system to request how to find my FIOS billing.  That was several days ago, and I never heard anything. 


Tonight, I decided to "do it my self" and after using My Account ID and PW for wireless, as well as searching for the website for bill payment (which I have a separate ID and PW, I found that if I used my FIOS ID and PW on Verizon Residence, I could see the entire bill with both FIOS and Wireless.  That took about a half hour. 


Then the bill was wrong ($10 per month overcharge).  I would not care about $10, but times 24 months is $240 dollars, and it also was not what I agreed to.


So I spent another 10 minutes looking for a phone number to deal with billing questions, and then once I found the number, I spent another few minutes getting into the correct "line."  An operator came on to speak to me 20 minutes later (unacceptable response time in my mind).  She told me that if I phoned in the order, then the price that I was billed was correct, but if I had used the internet to sign up for FIOS, I was correct, and it was $10 lower.  But the system would not tell her which method I used to sign-up.  Retrospectively, I think I signed up with the internet ... but frankly, as  a consumer ... who cares how I signed-up!   I recall having to check on the internet whether FIOS was available in my area, and answering many question, so I strongly believe that I sign-up with the internet, and never spoke to someone.  Well the operator could not make the adjustment, so I asked her who I could speak to who could make the change, and she said her supervisor.  She went off -line briefly, and then came back and told me that in order to speak to her supervisor it would be a 45 minutes wait.  I was prepared to wait (because now I was really agitated), but she mentioned that she could give me a coupon for $10 per month off (which would have made the adjustment that I considered correct), but that the coupon was only good for 12 months, and that I would have to call back in 12 months to get the same credit for months 13-24 of my contract.  I accepted the offer, because the alternatives were just too painful, but I was, most importantly, a very dissatisfied customer. 

In addition, I find the channel arrangement with FIOS cumbersome, and I hate that the channels are enjoy watching are mixed with all the channels that I do not subscribe too (lots of noise and hard to find my channels). When I programmed the TV for Favorites, or Subscribed, it works fine, EXCEPT when I turn the TV off and back on, I need to go to my FAVORITES or Subscribed (a two or three step process) to get to the guide that I want.  This seems unnecessary for every time I turn on the TV I have to take these additional step.


Also, when I used the phone system it asked for my account number.  I counted the numbers in my account number and it was 18 values I had to enter.  Your are kidding, right?  18 numbers to assign an account, and you expect people to enter that to validate their account? 


Basically the problems at Verizon FIOS can be placed in two broad buckets: 1) the system is too complex, from the TV guide, to talking to customer service.  You need to simplify things, not add more bells and whistles!  2) the people in customer service are nice, but given the difficulty in actually being able to talk to someone, and the extreme wait times involved, and then the inability to address questions/concerns and issues of the customers because of inadequate information (could not tell how I signed-up) or the lack of authority (could not give me the full 24 months), as well as procedures that are not customer friendly (again, the need for me to call back in 12 months to get the credit I deserve and should not be hassled with applying for again in 12 months), shows that Verizon needs to seriously revamp and scale up its customer service. 


I have only been a customer of FIOS for less than a month, and I will probably stick with my contract and give them a try.  But FIOS needs to earn my loyalty over the next two years and make some improvement.  Make it simple, improve your customer service. 


Status: Acknowledged

Allow ALL Idea Posts on Single Page

Status: Acknowledged
by stevesue4 on ‎02-01-2012 12:20 PM

I just spent 20 laborious minutes combing through your New Ideas Comments to verify if my idea is a duplicate of someone else. Please Allow ALL Idea Posts on a Single Page. That way I/we can use Quick Search (ctrl+f) to quickly search through all of them with a KEYWORD to verify if our post would be unique. Our time is valuable to us well as as to Verizon. This will make a more efficient operation for both ends (customers AND Verizon).

Status: Acknowledged

User ID change

Status: Acknowledged
by NKreber on ‎06-06-2012 04:36 PM

I think if we no longer like our user name we should be able to change it like allows.

Status: Acknowledged

I am one step closer to canceling my $100 /month FiOS bundle. Here is why:


1) I returned home from a week away on vacation, plugged in my equipment and got a white screen saying the terminal was locked. I spent over 40 minutes on the telephone with Verizon while they fixed it. They erased all of my saved favorites and data.


2) Verizion tried to sneak in the $2 convenience fee before New Years for one-time debit charges.


3) Verizon is now forcing people who upgrade wireless phones off of unlimited plans to tiered ones.


4) Verizon is trying to cancel stand-alone DSL because they made agreements with the cable companies and this reduces competition.


My idea stems from this list of complaints. If you are trying to increase the bottom line, increase profits and grow your company - be more innovative than the competition. Be cheaper than the competition. Be more reliable than the competition. Be better than the competition and get more customers, NOT MORE OUT OF EXISTING ones.


Unless Verizon sends a new message, that its existing customers are golden to them, I am definitely switching to anyone but Verizon.

Status: Acknowledged

None of the top-level VERIZON webpages are set up for verified secure log in.  Yes, I know there is a small frame in the upper right of each web page titled "My Verizon Sign In", however each web page has a unsecure (http://) URL.  Indeed the My Verizon webpage URL ( actually states it is 'unprotected'.  Short of viewing the page source code and evaluating the HTML and java script code there is no verification that Verizon is handling my account login information with the care and privacy their policy states.


Other web sites that require personal information (which includes account login information) do so by a generating a secure (https://) URL login webpage before requesting that information.  I strongly suggest that Verizon does the same.



Status: Acknowledged

So how many times has the channel Line up been Updated, Modified, Revised now...  And it is still BAD_ VERY BAD. 

Listen up...  What if... Just what if customers had the ability to customize their own TV Guide,  with all the tech today it's possible... It's an easy solution to everyone unique likes and dislikes.. Let's customize like we do our smartphones.  We should be able to list the options that we care for, this will minimize much of the steps and duplicate options listed to get to what you want in a timely fashion without going to the doctor to evaluate how bad your trigger finger has gotten.

Example...  My Menu options would have at the most 3 categories.. DVR, Home Control, My TV ( a feature),  because I fell that there are duplicate categories on the menu screen ( featured on Fios is the same as Hot on Fios, DVR and VOD are similar, Media Manager and Games I feel should be deleted, ( Got a PS3, a Wii or Xbox )

But all these options would be what we would like, not what some computer person came up with and thought that everyone would understand ( How old are your parents / Grandparents?) 

Along with this- what about the remote?  Why does it have to be so big.  Why should the most used buttons be at the top.  Ask yourself, how do you hold the remote?  :smileywink:

Status: Acknowledged
thanks for the feedback

Reduce Marketing Costs

Status: Acknowledged
by Kari on ‎09-04-2012 03:10 PM - last edited on ‎09-08-2012 02:56 PM by Moderator

Please stop sending Get FIOS materials to those of us that do not have FIOS service available in our area.  I get it in bills, I see something on my home page everyday.  Today when I go to log in I have a popup about getting FIOS that I have to answer No Thanks Continue to My Home to get by.  This is extremely bad customer service when you keep asking customers if they want a product that they are not able to have.  As a paying customer, if you stopped sending  mail and  materials, some costs would be reduced, or at least used more wisely.  I would presume that demographic information regarding service areas is avaialble to whomever is doing the mailings, solicitations, etc., and that such a large company would be much better at this. 


Also I have taken particular notice that there is no place in the Support Tab PullDown Menu for Customer Service.  Not every customer wants to report a problem with a service, but rather their customer experience.   

Status: Acknowledged

Restructure the "My Verizon" Web Site

Status: Acknowledged
by virgil8sum on ‎04-30-2013 04:13 PM - last edited on ‎05-03-2013 04:22 PM by Moderator

Verizon, your web site is a mess. I am going to assume you are the victim of explosive growth and the site grew like Topsy with no control from the management. If I assume the web site is just the way you want it then I have to think it is diabolical in scope and is designed to minimize calls and complaints and reduce "face time" with the customer. Let me assume the former.

1. Separate Selling and Service. A customer who is trying to get his system up to expectations does not want to be barraged with offers of faster service, more content,and new gizmos.

2. If the mission statement of the Service portion is to a. Find the problem, b. Provide a solution, c. Follow-up until the customer is satisfied; then the task is to construct simple (er) flow charts of questions  (Filters if you will) to separate Billing, Hardware, Software and the ever present Cockpit problems. You have not done this very well.

3. The complaint system, as it is now constructed is assaultive to the customer. Starting with the music on hold (percussive and repetitive) 

4.. The in-home agent is a silly application which is a time waster. FAQ's work better than that if properly filtered.

The above thoughts were generated after my "trouble ticket" {edited for privacy} went nowhere and informed my decision to just cancel everything and start fresh with another company and a whole new set of problems.


{edited for privacy}

Status: Acknowledged
Your ideas have been forwarded to the proper team. Your comments and suggestions are valued. Please continue to post in the Idea Exchange and Community Forums.

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. 


Bring back verizon perks

Status: Not Likely
by Kurious on ‎11-25-2012 07:37 PM

Bring back verizon perks. 

Status: Not Likely
Perks is no longer available, but we do have a Share the Network Program. It is not exactly Perks; but it is a reward program. Please continue to submit your ideas.

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

Bias in your CNN feed

Status: Acknowledged
by ArchieM on ‎01-03-2013 08:08 PM

Please return to Fox as your news feed. CNN is utterly left-biased. Fox is slightly right-biased, closest to the center, appropriate to your vast audience.

Status: Acknowledged
Thank you for your input. Your suggestion will be routed to the appropriate Verizon team.

Verizon Connections

Status: Acknowledged
by sknepp on ‎08-29-2013 09:01 AM

I know many of us work for companies that have discounts with Verizon Wireless.  Yet when we sign up for Verizon TV/Internet/Phone company - the discount is not carried over or available.  So if you are going to operate totally separately - why make the Connections site so hard to find?  Additionally - why not have a button where you can see at a glance all the companies that are currently signed up?  My company goes by several different names.  Lastly, and most importantly, I could absolutely not find any directions or contacts that could direct a company on where they could sign up to be a Connections participant and get a discount out to their employees.  It would be awesome if you could provide a contact easily found on your website or directions on how to apply to be a company participating in your Connections program.  Thank you.

Status: Acknowledged
Thanks so much for the inquiry. The appropriate team has been notified.
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