You should include the new phone number when you send an email confirming that the new phone service is set up. I cannot find anyplace anywhere in any of your emails or on the website what my new phone number is. That is very discouraging.
As a new customer I was shocked when the installer went to give me an old Motorola silver dvr box instead of the new black dvr boxes with 500 gb storage. This is made even worse by the fact that Verizon wants 39.99 to upgrade an old customer to the larger hardware. The installer was nice enough to go back to the shop and get me the black moto box.
The older silver boxes should only be given to old customers to replace a device, a new customer should never be given this old inferior hardware !!!
Please try and keep your word when you say someone will be at your home to install or fix something. I ordered the high speed internet and telephone with you. I do not have a working jack in my home because there is a down verizon wire hanging from the pole into my back yard. After 3 ticket #'s and no one showing up at my home, I have cancelled the phone and internet service because it will not work without a working jack and once again today, I have a ticket number, stayed home all day again and of course no one shows up. Do you care that there is a down wire going across a pool where there are kids that go in the back yard? Obviously not. Once again a 4th ticket # has been issued and I have to stay at home all day again on Monday a work day. Verizon may have more customers if you even pretended to care about people.
I recently had FiOs installed at my home. My appointment was for someone to install between 8am and 12 pm. the tech did not show up at my house until 4:30pm. Starting at 11am i kept calling Verizon to see when someone would show up, because i was sick of waiting. I called about 3 times between 11am and 4:30pm. each time i called no one could give me a time of when the tech would show up. There should be some sort of communicatoin between verizon dispatch and the customer to let the customer know that the tech would be late. How hard is that? I was ready to reschedule my appointment, when the guy finally showed up. Its unfair and poor customer service practice to let someone sit at home and have them waiting 8.5 hours. THe tech was 4.5 hours late and no one was able to call me to tell me he was having problems at his previous install. this is poor practice and poor customer service
byprisaz10-21-201208:21 AM - edited 10-21-201208:55 AM
Create a, "Can I Get Faster Quantum" Waiting List. Create a way to track who wants Quantum GPON speeds, meaning 150/65 or 300/65.
I believe the idea now is build it when the existing pipes fill up, we will upgrade then. Why not build it, and they will come? When FiOS was first rolled out, there was a Can I Get It list if I remember 2005, and your build out to complete certain areas first was based on who wanted FiOS.
Do you have a GPON or 150/65 - 300/65 waiting list for your different areas that have not been upgraded at the C/O?
Hearing to much to spend for upgrading a CO is the wrong answer. Hearing we are waiting to get more people on the waiting list would be much better, for your image and the customer. Not everyone may need the faster blazing speeds right now, but waiting until more people complain and can't get it, is not a good thing in my opinion.
I am sure there are people that have inquired about GPON in different locations, Verizon should be tracking the requests, not the bottle necks.
Fios is being run down my road, but it is stopping just a short distance from my house. There are at least 3 to 5 other houses that want Fios services that are beside me. I have entered my address into the future availability notification website, and I have spoken with a Verizon customer service representative. They said that it is up to the engineering department. Please forward this request to the engineering department. The Fios workers on our street said that it would be very simple for them to run the cable further down our road. I have been a customer with Fios for several years now at my previous address, and I would like to continue with your service in my new home.
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.
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?
First of all, if there's any chance you need to dig, which in itself means you are going to send a surveyer out to my house before installation, I think you should be making that clear during the process of making the installation appointment. I was not happy to find a bunch of flags in my yard, one of them only a foot from my basement window, and a letter on my doorstep that looks more like an invitation to a timeshare presentation than anything I should care about. If it wasn't in a Verizon bag, it would have gone in the trash without being read. There's a sleazy vibe there. I was really surpised when I gound that it was legit, that Verizon was in fact behind this.
After getting the unofficial scoop from the receptionist at "Advanced Utilities Construction Company LLC", whoever that is, I called Verizon to get the real information, only THEN to be informed that my target installation date, a vacation day now 8 days away, has "been delayed". And I should be expecting a call from the Verizon engineering department to schedule a time to come dig up my yard. You know, that phone call should have happened by now. I shouldn't be having to call YOU to find out the details behind a crummy form letter left on my doorstep by your lackeys. Now it seems I'm going to have to schedule another appointment BEFORE the installation - again, a little heads up during the online signup process would be easy, and the right thing to do.
I am excited to try out your services, they sound great, and I've been looking for an excuse togive Comcast the boot. But this is a horrible start - if this is how communication and service is handled by Verizon, I think I'm making a mistake. If the quality of my installation experience doesn't ramp up to acceptable levels pretty quickly, you're going to lose a customer before you even get me. And under the circumstances, I should have been a very easy sell.
You need to record and honor your telesales conversations. Since the time day one, I have been misled by the person that sold me on the product and services that I signed up for. My account was slammed and I was charged for items that I didn't agree to (Home Monitoring).
Most of my issues were resolved except for the $500 giftcard that I signed up for. I was told that I could get the gift card and my employee discount. However, I was recently told that my gift card was cancelled due to my employee discount. Yet, the rewards department told me that if I would have waited to get the gift card and then signed up for my discount, I would have been fine. This was not disclosed to me.
I was then offered a courtesy credit of $50 for the problem of the cancelled giftcard. Yet, once again, I was lied to when told that a supervisor would call me back to fix this issue.
All I ask is that you record your conversations and honor what was promised!
on 01-17-201211:49 AM - last edited on 01-17-201201:22 PM by ElizabethS
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.
Cable installation was delayed because the Verizon Instructional Letter and OneCall process failed. Instructions to homeowner should be modified with more explicit directives. PECO had not come out to mark where the lines were, though Comcast did. Our in-ground propane tank provider, AmeriGas, is not part of the OneCall process since they're not a public utility. So they had not come out to paint their lines. None of this was learned until NetLink came to dig. PECO came out later at 8 pm to mark their lines, but too late for NetLink your subcontractor. Wouldn't have mattered. Amerigas couldn't come out until the next business day. So NetLink will have incurred twice the cost of installation and the customer's installation was delayed too late to watch the Pac 12 Championships. Not really THAT important, in the scheme of things.
Your instructional letter to the customer should add 2 bullet points: "If no one has come to paint the lines 24 hrs prior to installation, call us." and "If you have utilities not included in One Call (give examples. How would we have known?), you are responsible for contacting them directly.
I do not understand why Verizon refuses to offer existing customers the same good deals they offer to new customers when it's time for existing customers to renew their contracts. Since this is the case, I plan to get rid of FiOS TV and FiOS home phone services and only have internet.
on 01-23-201205:20 AM - last edited on 01-23-201203:38 PM by ElizabethS
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?
byprisaz11-25-201109:46 AM - edited 11-25-201108:50 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.