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Do not assume Cell Phone is desired as primary phone contact

Status: Acknowledged
by Silver Contributor V ‎08-05-2012 03:13 AM - edited ‎08-05-2012 03:15 AM

I recently discovered that you assume that a Cell phone is the primary number desired for contact on regular FIOS residential accounts.  Not sure if this is also true for other types of Verizon accounts.  Definitely wasn't always so.


In my case I just did a FIOS upgrade, and was surprised to find the calls about the upgrade kept coming to my Cell phone.  I am retired, and no longer use my cell phone much, even keeping it off for long periods of time.  I almost missed the calls having to go fetch my cell phone when I heard it ringing.


The way the customer profile is setup you push for the cell phone to be entered, even assume that it supports SMS (mine is blocked for SMS).  And if the cell phone is entered you use that for primary contact.  You no longer have a space for primary or home phone, and only use the alternate number, if entered, for secondary contact.  Only way I appear to have to get my home phone called, is to enter NONE for cell phone and my home phone as alternate phone number.

Status: Acknowledged

Our building has 40 units and is attached to and identical building with another 40 units in astoria queens on 31st avenue between 36th and 37th street. Currently we only have access to Time Warner Cable (direct TV is prohibited by building management) and the cable system is antiquated. We have to reboot routers/cable boxes every day or two,  the guide freezes and box becomes unresponsive, the time on the set top boxes are out of sync, the internet router freezes up, peek times we get less than 1Mbs eventhough we pay for the highest roadrunner. This is not just my apartment, all neighbors are basically fed up with poor service and no options. I know it's expensive to bring FIOS into a property like this but if wire up both buildings in one shot the ROI wouldn't be bad.


WE WANT FIOS! :smileyindifferent:

Status: Acknowledged

Allow better online account management

Status: Acknowledged
by ‎10-14-2012 06:28 AM - edited ‎10-14-2012 06:38 AM

Allow better online account management PLEASE.


Gotta love the upgrade and renewal site. Everything including the chat says upgrade and renewal.

No options to downgrade and not renew. That cuts into the bottom line!


It would be nice to just have a site where it was account management, and not marketing. The account as it stands allows you to upgrade or downgrade the services you wish. But not without renewing your bundle. You must call in to change services levels without a commitment date change. It was always my understanding, and what I am always told when calling, the contract/commitment dates are only for the bundle of services. Like triple play vs. double play. As long as you keep the services in your bundle, changes can be made at any time without changing your commitment.


Also allow the customer to see what the true cost would be for breaking a bundle and dropping a service such a phone. Every time I call for information and talk to a different person, the story changes, as I get passed from one dept to another. Last time I tried to drop phone services, they tried to hit me with the full 24 month Early Termination Fee, or told me I would be charged $230. With 12 month remaining shown on the web site. Let us go into the upgrade and renewal site, or account management site, and remove a service, show us the ETF with total services cost, and allow the option to be in a commitment or not. Come on put it in writing.


There is only a place to manage premiums and extras. You can remove those, but since they are paid in advance, do you get a credit for the remaining month, and the following month since they are paid in advance?

Status: Acknowledged

More flexibility in building bundles.

Status: Acknowledged
by mikehhhh on ‎03-30-2012 05:44 PM


I have some suggesions in allowing customers more flexibility in building bundles.  I have just finished my 2 year contract, and I've been into the tool to build a new bundle about 5 times now.  


I want to drop or downgrade FIOS TV and upgrade my Internet and keep the digial freedom plan ( or some similar phone plan ).  Frankly because most TV programming just doesn't interest me anymore.  I watch almost everything now on DVD, or by streaming over the internet via Netflix, Vudu, or iTunes.


I have been in the build a bundle tool several times.  I can not figure out how to remove FIOS TV.  It seems there is no way I could find in the tool to downgrade to Double Play from Triple play.  In the FAQ, it says you can remove services, but I can't figure out how to do it.  A FIO's TV plan is always there.


Also, it seems I keep getting put into selecting a contract.  I've done a 2 year contract.  At this point, wouldn't it be better to offer customers month to month flexibility?  I mean, if the FIO's line is in an the main network interface box is already installed then why force long term customers like me to get into another contract?





Provide bundle pricing for existing customers wishing to make changes.

Status: Acknowledged
by on ‎04-30-2011 08:10 AM - last edited on ‎06-02-2011 12:24 PM by Admin Emeritus

Provide easy to view bundle pricing for existing customers. Make your standard bundle rates available for existing customers.


Then if you wish to give some type of loyal customer discount fine.


Don't play the same type of hide the real price that all your competition does. I have NEVER gone to Comcast and seen the real bundle price. DTV is second to you in providing the actual cost. But in some ways is more open. You know if you are existing customer you would pay this. But you are a new customer so you pay this. I am sure many existing customers would like this idea, and would have a much higher level of trust in Verizon.



25/25 Extreme no voice.

35/35 Ultimate no voice.

Or any bundle available to a new customer. What would it costs us existing customers? If we want to cut back on services because of financial issues, it is almost impossible without a threat. That is a very sad state of affairs considering today's economy! I have almost always come to some type satisfactory outcome with Verizon or I would not be around. But like I said it should not require this amount of effort!

Status: Acknowledged

35/35 is available in the bundles for the most loyal long term customers. While new customers are getting GPON and 150/35+ for $10 more on their bundle in some areas. Why not run parallel networks in areas where I know you have dark fiber going to the CO. Allow us the same options. I have heard that some areas have this where you can just move a cable in the passive optical splitter box.

Status: Acknowledged

Get your Information straight

Status: Acknowledged
by RobertOrlando on ‎10-25-2013 09:47 AM

I recently purchased and installed (according to your onscreen instructions an external eSATA Hard Drive for my DVR.

The drive (WDBABT0010HBK-NESN) is one recommended on the Verizon web site. It did not work. DVR did not recognize the external drive. Went back to Verizon support - no help there. Called for telephone support - spent about an hour on the phone - no help there. I was preparing to return the eSATA drive thinking it was defective (suggested during the phone support session), but before doing so, I went to the Western Digital site and there got the CORRECT installation instructions.  Now the drive and DVR work together, no thanks to Verizon's sketchy and incomplete instructions. 

Status: Acknowledged
Thank you RobertOrlando for your post, and I am sorry to hear about your difficulty. I will work internally to try to get this resolved for other users. Please let me know if there is anything else we can help with.

Fix "One Bill"

Status: Acknowledged
by ‎07-12-2013 10:19 AM - edited ‎07-12-2013 10:29 AM

By and large, Verizon One Bill doesn't work.  Put another way, it works some of the time for some of the people in some cases.  Depending on your definition of "some," this is a reasonably large problem.  I know this from personal experience.


When I first signed up for Verizon services, one of the selling points was that I could combine my TV/phone/Internet services with my mobile phone services within the billing system, and save a few dollars each month.  I accepted this promise on faith and about 5 or 6 months later finally realized that the promised savings was not going to materialize.  It didn't take long to see (once again) that trying to get two independent divisions within the same large organization to agree on items that neither side cared about in the first place was a dead end street.


It doesn't have to be that way, and a determined effort on Verizon's part can indeed change things.  I know I'd love to realize some savings based on what's essentially a large convenience to the supplier.  C'mon Verizon, let's see what you all can do to make us happy.

Status: Acknowledged
Thanks for the suggestion. The Billing team has been alerted to your concern.

Create TV bundles for 150Mbps FIOS Internet

Status: Acknowledged
by jdw on ‎01-17-2012 11:49 AM - last edited on ‎01-17-2012 01:22 PM by Moderator

I have the 150Mbps internet service and I have tried and tried to add TV service to it, but it seems like Verizon really doesn't want me to do this.  


I looked at the channel lineups and the channels we want are in the "Extreme HD" package, which has a standalone price of $75/mo.


For example, if you have the FIOS 25/25 service for $75/month, you can add FIOS Extreme HD for $15/mo more.


If you have the FIOS 150 service like I do, adding the same TV package is $75/mo more!


To be fair, everybody I talk to seems to understand that this is crazy and not going to happen.  (By the time you add HD DVR rental and taxes etc you are well over $300/mo.  TV is simply not worth $100+/mo to us.)  So they all tell me the same thing: downgrade your Internet to 25/25 or 35/35 and get a bundle.  Basically, Verizon is begging me to pay you less money for more services.  (And let's face it, the change in my actual Internet usage between 35 and 150 would be very low, whereas the amount of TV we consume is very high, so this absolutely is Verizon asking me to pay half as much and use a lot more service/bandwidth/etc.)


So, please add a FIOS HD Extreme / 150 Internet bundle for $209.99/mo.  Good for you, good for me, everybody wins.  


I can't even explain how much more I'd rather get TV from you than Comcast, but they're half the price for the channels we want.  So after I hit "Post" on this, I have to call them.  But even their price is more than we want to pay for the amount of TV we watch, so if you fix this, we'll switch the next day.  Friends don't let friends use Comcast.  Please, Verizon, be my friend.




Status: Acknowledged

Bring Fios to all of Lawrenceville, GA

Status: Acknowledged
by prezsd on ‎04-04-2013 08:00 AM
Status: Acknowledged
Your passion for Verizon FiOS is noted. I will pass your request on to the appropriate team.

Sign up for FIOS

Status: Acknowledged
by Barker on ‎01-07-2013 04:23 AM

The Verizon site is very inconsistent and much more complicated  than needed.  I spent over 5 hours before I could get the site to accept my order.  On several occasions, after placing all information, when I clicked on  PLACE MY ORDER, the site went to the initial log on page, deleting everything I had entered.  After two tries with Chat, I was successful, but only when I was instructed to bypass several steps in the process.  I sure hope that the FIOS is more user friendly.  I have been on Verizon DSL for years, have been using computers for over 30 years and I find that this  simple task of requesting service has been made overly complex  - sales pitches for unwanted services are not necessary, and simply extend the time to get the order completed. Why would I want to order cell phone services or home security on an order for a Triple Play.  I was very tempted to log out and order Xfinity.

Status: Acknowledged
Ouch! 5 hours? I am sure you were extremely frustrated. Your idea/comment has been noted and will be passed on the appropriate Verizon team.

FIOS in a new community in Sayreville NJ

Status: Acknowledged
by reddi on ‎03-17-2013 10:01 AM



I currently have FIOS and i am purchasing a home in Sayreville NJ.

Community has brand new homes being built. So a perfect time to layout the FIOS network maybe.


Its townelake at sayreville new jersey. Please let me know if there is a probability of getting FIOS  in there so i can ask the builder to get in touch with you.




Status: Acknowledged
Thank you for requesting FiOS in Sayreville. I will forward your inquiry to the appropriate team.

Multi DVR Savings for Multi-hub Users

Status: Acknowledged
by ‎11-25-2011 09:46 AM - edited ‎11-25-2011 08:50 PM

Multi DVR Savings for Multi-hub Users. Provide a discount like you do for Multi Room DVR and STBs, or multiple set top boxes. Something for multi-hub users that want more than one DVR in addition to, one or more STBs. If you have two DVRs you need to show a discount on something to do with the STB or boxes, and or DVRs.


I respect that Multi-room must be paid for, but there is no pricing that shows a discount on more than one DVR, or a combination of more than one DVR and more than one STB combined. I suppose it may be multi room plus the cost of additional DVRs, but it is not clearly stated.


Last edit spelling correction.



Status: Acknowledged

Since we don't have the ability to customize our channel lineups such as removing Epix and Red Zone from the Ultimate Triple Play bundle. we should be able to create our own double or triple play bundles. I currently subscribe to the Extreme HD Triple Play Bundle. As far as I can tell it is impossible to upgrade my internet speed to 35/35 unless I upgrade to the Ultimate HD Triple Play for an extra $20 a month. This wouldn't be an issue if I wanted the extra channels, but as someone who doesn't watch sports, I have zero interest in the Red Zone Channel. I also have no interest in Epix so upgrading seems like a waste especially for the cost.


Either allow us to pick our own speeds or allow us to remove the bonus channels that are offered as a separate subscription for a credit. The result would be the same since I would either pay a little more for the faster speed or pay less than the Ultimate HD bundle for removing Epix and Redzone.

Status: Acknowledged

Special Deals and Promotions Board

Status: Acknowledged
by on ‎01-23-2012 05:20 AM - last edited on ‎01-23-2012 03:38 PM by Moderator

There have been many calls for promotions that relate to existing customers. How about we get rid of one of the unused boards, and dedicate a board just for this purpose. Listing promotions that are available to both Existing and New customers. With an emphasis on existing customers. Or perhaps Promotions for existing customers only. Now don't you think you would catch more fish if there were a pond in the community with this line? The Blog could have a promotional link to the My Verizon page with the available promotion, or special deal.


Verizon at home does not do this. It talks about new items and the latest news. But a place dedicated for items like the one posted below would help everyone. I learned about this special at the local retail store. Why not here?



Status: Acknowledged
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