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Enter New Idea
Barq

Process Improvement of FIOS Installation

Status: Acknowledged
by Barq on ‎12-01-2012 10:56 AM

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.

Status: Acknowledged
prisaz

Lets bring this up again from 2009 pre ideas page.

Status: Clarification Needed
by ‎04-10-2011 04:50 PM - edited ‎04-10-2011 05:39 PM

Can't print channel lineup in numerical format from PDF or the lineup page. Hard to track what is there and what is not when they are not in order. Change to the channel lineup page and select numerical or alphabetical and then try to print it. Good luck! It only prints what is in the current window, and not what is in the scroll buffer. WHY? Attempt to print a side by side comparison in any format, good luck! I think this needs immediate attention. Look A to Z and try and figure out what is missing at your tier or the one you are considering. That is what I am going to do. How are we to compare without the PC? I think perhaps if people had it in black and white it may get looked at in more detail prior to agreeing to something you may or may not want. Perhaps I am being cynical, but I don't think so. Perhaps I will look at and sort my lineup and make a printable comparison of all three tiers. This post had Zero responses and then was locked. Am I missing something? Could be. I have before.:smileysad:

 files sorted 2 different ways: one my channel number, the other by channel name. The current procedure lists the channels in multiple columns, which is fine, except each column continues onto the next PAGE instead of to the next COLUMN on the SAME PAGE, which is the more logical way to organize it!

 

There have been improvements over the yers, but come one, make the print button print what is n the scroll buller and not one and a hal fpages of trash. Thank you

 

Here is a sample of what should be printable form the side by side comparisons. Or tattles from the channel lineup with the pretty little dot! Pardon the copywrite violations, but I had to give an example. The PDFs are nice. But make everything on your page work the way it should. Let me get a hard copy so I can actually sit down and compare apples to apples. See the attached PDF for Montgomery County Maryland. This is what is in the scroll buffer, why will not print.

Status: Clarification Needed

Can you please explain this concept of "printing"?

 

I think I read about the process of printing in history books... if I recall it has something to do with killing trees and feeding their processed remains into a machine... that machine uses this stuff called "ink" to put the things on see on my screen onto the dead trees...?  Is that correct?

 

JOKING!!! (kinda)

 

Let me see what I can do.

I am so tired of having someone bang on my door insistently, ring the bell, bang again...to find out it is someone trying to sell me Verizon. As my user name suggests, I am a URI fan - especially men's hoops. Although I have season tickets, I like to watch the away games on TV or home games if I cannot make it....and of course, I cannot watch locally televised games on Verizon.

I will admit Cox is getting pricey, but when I am ready to change, I will contact Verizon. In the meantime I do not want your agents banging on my door, running to the back to see if I am out in the backyard, doing the same to my neighbors and I do not want those stupid snail mails desz\igned to look like USPS or FedEx priority mail.

Quite honestly, I did price a package with Verizon a couple of years ago and it was no cheaper than Cox...your ads sound good but for someone who wants the complete digital lineup, it was about $5 cheaper - which is simply nor worth it.

Please respect people when they tell you they do not want your product. Allow us our quite time at home at the very least! Your agents tactics are beyond annoying and one day I suspect (if it has not happened already ) someone will call to report an intruder is in their neighbor's backyard.

Status: Acknowledged

During my 31 year tenure with VZ and it's predecessors I was always amazed at how uninformed the marketing department was. It seems that nothing has changed. Every week I receive a colorful 11 x 12 FiOS advertising flier in my mailbox even though I am already subscribed. Everyone on the neighborhood gets the flier, as I'm sure everyone in downstate NY gets the flier.  The problem is that the information on the flier is wrong. FiOS Prime TV is not available in downstate NY.  I've sent back the flier 3 times over many months with the incorrect information annotated and nothing has changed. I am a fan of FiOS. I tout it to my friends and neighbors, but the success of FiOS will always be limited until you fix marketing and billing.

Status: Acknowledged
sobyx

suspending service in multiple accounts

Status: Acknowledged
by sobyx on ‎07-03-2012 09:08 AM

I just called to freeze one of my two Fios accounts while on vacation. Even after giving the correct account number for the service to be suspended, the wrong accouunt was instead suspended.  2 ideas; when referencing account numbers, even if they have the same phone number associated with them, it should be clear to the reps that there are two accounts under one name and they should know which one the customer is talking about. Second, if it takes one second to suspend the service, also make it 1 second to restore the service specially when it is a mistake, instead it can be up to 24hrs to restore the service but only 1 second to suspend it.

Status: Acknowledged
jld10017

Installation

Status: Acknowledged
by jld10017 on ‎10-01-2011 05:46 PM

I was present at my mother-in-laws house, when two workers arrived to install her new service.  The one gentleman was nice, but the other was rude, nasty, and a horrible human being.  I have never seen a person who hated his job more than this individual.  He ignored my mother-in-law on numerous occasions, was short with answers and unprofessional.  He left for dinner and returned ruder than before.  I am outraged at the treatment, and would like to suggest that a worker leave a, work order form that list the names of the people performing the work, when a problem occurs the individual can be reported by his/her name rather then, "pathetic excuse for a VERIZON worker".  Lucky, for Verizon, our building isn't Timer Warner Serviced.

Status: Acknowledged
sarmstrong806

I have an idea about billing

Status: Acknowledged
by sarmstrong806 on ‎09-14-2011 06:07 AM

One idea I have would be that if you advertise Triple Play for $69.99 per month you don't get a bill for $188 dollars for the first month!!!!!

 

Voicemail set up fee? I only got phone because it was cheaper than not getting it, I don't own a phone!

 

There should be a screen that tells you exactly what your first months bill will be including TAXES.

 

It's hard for me to read the bill and even figure out what my monthly cost is, all these credits and offsets and fees.

 

 

 

 

 

Status: Acknowledged
supermomma

Truth in Promises

Status: Already Exists
by supermomma on ‎05-20-2011 02:42 PM

I would love to actually have a transcript of what the rep on the phone is offering in order to have proof of what was discussed and what offers were made. I was convinced a year ago to switch over to Fios from another cable company. My first bill was hundreds over what the rep had promised me. I spent over an hour on the phone being bounced around the country to be repeatedly told that the state the person answering my call was in couldnt handle MAss billing issues. It took an hour of calling and bouncing before I finally got someone who could do something. She made the promisesright. Until we were offered a free 3 months of a premium channel because of waiting over 20 minutes for tech support... Free came in a bill with a high price tag, we were already getting a free promotion and couldnt have more than one,,,, funny we never asked for a free service, just waited on tech support hold line. I take a half an hour to be on hold and to speak to someone about this free service and air my grievances about the lack of standing behind what you say. He says to make it right, for all my suffering and frrustration, he will extend a credit for my 2nd year of service. I get a new bill this month and low and behold, my 2nd year is even higher than expected. I cant wait till my contract is up.... Get a gift card if I recommend FIOS and Verizon to friends.... How can I when all I get is the run around!!!! Cant wait till 2012 so I can cancel!!!!!

Status: Already Exists
We send email that confirms what you ordered / purchased.

Verizon,

 

It seems rediculous that I can't modify my FiOS TV plan if I have an outstanding order for an STB.  Especially if the STB is already active.  Waiting 10 days to UPGRADE my HD service is just crazy.  I have been around and around on this and no one seems to be able to make any changes to orders once they are in the system other than cancellation. 

 

Please fix this.  I think you will have happier customers. 

 

I am probably jumping to DirecTV at this point since Verizon has a brain dead ordering system.

 

Thanks

Status: Acknowledged

Recently Verizon Reps have been adding services like "Security and Backup" and "Unlimited Games" to customers FiOS orders without advising customers or explaining the costs to customers. As a retired Verizon employee I find these unscrupulous sales tactics abhorrent. Cease and desist.

Status: Acknowledged
Sorry to hear about your issues with unwanted added services.

To get these removed, you can speak with a Verizon rep.

If it helps, here's the direct link to Residential Support: http://www22.verizon.com/residentialhelp/

Here are links with all means to contact Verizon: http://www22.verizon.com/content/ContactUs/. The Chat link will load after the page is fully loaded.

Wayward415

FIOS in my area

Status: New Idea
by Wayward415 on ‎10-21-2011 12:26 PM - last edited on ‎10-21-2011 02:07 PM by Moderator

My current Internet service provider is awful! They are the only ISP in the area and have monopolized the region. They call their connection "high speed", if im lucky ill get 10kb/s. I cant even watch a youtube video without waiting 30 minutes for it to load first. Please bring FIOS to my area and put my current ISP out of business. Kent County Maryland, Worton, Coopers Lane, Waterview Drive. Home Address: {edited for privacy}

refrus

Paper Free Billing

Status: New Idea
by refrus on ‎10-06-2011 10:13 AM

I enrolled in paper free billing and would like to de-enroll.  Have been trying for months.  When I select the de-enroll option on the appropriate page, there is no option to navigate to the bottom of the page to save my choice.  Very frustrating!  Tried minimizing.  Nothing helps.  This is not a very userfriendly website.

eeke1999

Ordering

Status: Acknowledged
by eeke1999 on ‎08-21-2011 08:20 AM

I think you should attempt to add more states. I just moved from Florida to Alabama, and the only provider for cable and internet is Charter. Having to use Charter now makes me miss Verizon Fios even more! Your programs are excellent, the customer service for Verizon is better than any other, and the prices are better, considering the higher quality services. So please come to Alabama! Specifically Tuscaloosa!

Status: Acknowledged

I have for years we waiting for FiOS to be available to me. I live in Pepperell, Ma and for years have been contacting Verizon a when I can get service. I have been told everything from "soon" to "it there but it maybe at capacity". When asked what at "maybe" at capacity means exactly, I was told that's all they know. I have watched the towns around me get it and heard nothing about my town. Is there something blocking the roll out. The cable company has started offering discount for signing long contracts, and would hate to be stuck with them when the service does become available to me. If this can not be posted, can this info at the least be made available to call and chat center reps. This could would help Verizon by not having possible customers locked into long term contracts, when the roll out of service does happen.

Status: Not Likely
In the early days of FiOS we used to share this information... but all it did was help our competitors direct their efforts... so we no longer provide the information in advance to keep them guessing...
asm20850

Better Bundling Options for MDU Customers

Status: Acknowledged
by asm20850 on ‎06-11-2011 08:04 PM - last edited on ‎06-13-2011 12:57 PM by Admin Emeritus

My condo has an agreement with Verizon where FiOS TV and Internet are included in our condo fee.  While this is great, there is no way to customize the package.  That is, if I want to add a landline or wireless phone, I do not get any credit for my existing services.  These should be some way for customers in this situation to add services at bundle rates.

Status: Acknowledged
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