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!

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.

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.

we get phone and internet service here in cumberland md 21502 but know tv or wireless service what is up with that yopu offer to but not the rest what happen you only brought half the company here with you 

Good Morning,

Well the one way you can improve for my family and I is to make follow-up phone calls as promised.

We have been trying to get Fios service for our condo. We had a field representative come to our door and let us know the service was now available to us in the Summer (2010). We couldn't switch at the time as we were still under an agreement with Time Warner. Now that we are done with that agreement we are looking to get Fios. We had the service at our old house and loved it.

We've made 5 different phone calls and seem to get different answers each time.

Your website shows that we do not have High Speed internet (Fios and DSL) or Fios TV available. When we've called and got, what seemed to be, knowledgable reps they said we had DSL available and could bundle it with DirectTV. When transferred to order the new rep said DSL wasn't available. We were then bounced back to Verizon and told them what the DirectTV person told us. We stated again that we had a sales rep come to our door about Fios. The phone rep supposedly tried to contact our local CO to verify. No answer so she promised that she would follow up and call us back. We never got a phone call.

Well the above scenario has happend multiple times. 3 times we were promised a call back with an update the other two times the reps had no clue how to help. I've even tried talking to a rep online and they offered no assistance besides a link to the website which I told them we've looked at many times.

We know your service is good when installed but there seems to be a huge issue getting it installed. We had a similiar issue getting installation at the old house due to the house not being entered into your computers correctly. I'm hoping that is the case now though last time we at least got service after they corrected the issue, after the first call. We are sick of Time Warner and want to switch from them badly.

We are in Covina, CA on Vincent Ave between Arrow Hwy and Cypress St. (near the boarder of Irwindale)

Please forward this to whomever can help.

Patrick

I spent half an hour waiting for my settings to be saved in "under 3 minutes."  I tried troubleshooting on my own.  I called and spent some time in a menu.  I reached a guy who said this always happens to Macs.  WHY? 

1) Ask whether I use a Mac or a PC when I order service.

2) If I use a Mac (you now know this), and you know the software won't fully work on a Mac, include that in the directions you send to me.  Appropriate location: Troubleshooting page in the Start Here guide.  Also include the direct phone number for Mac support.

Side note: the technicians who came to my house and the Mac support guy were the two best customer service people during the two week ordeal to get my internet up and running.  I had technicians sent to my house without me knowing they were coming, then was told they had to reschedule because I wasn't there.  I hadn't even received my modem yet.

3. Call me if you need to send a technician, so I can be present.

I then received multiple phone calls a day from different portions of the company - one telling me xyz could occur on Friday, another saying it couldn't happen til Monday.

4. Get your information straight, then call.  Or email.  I love email....that has all the pertinent information clearly marked near the top and doesn't have a lot of equally sized but only vaguely related information obscuring the two things I care about: when I need to be at home to meet a technician and when I can get my internet service started.

I called back on Friday to get a time when I might expect technicians on Monday.  I was told I wouldn't hear that until Monday morning, after 8.  I can't bring my cell phone to work, and I'm expected to be at my desk at 8.  Taking a vacation day is ridiculous for a half hour appointment sometime between 8 and 5.  You can do better than that.

5. Schedule appointments/order of house calls so that, at the very least, at 5 pm the previous work day you have an idea of when a customer can expect technicians to arrive.  Morning, afternoon, 10-12, whatever.  Just narrow it down.

6. I highly recommend residential support on weekends.  I promise I won't care if the technicians are never available on Tuesday.

In my town and the surrounding towns several tens of thousands of customers still can't get FiOS.  I've seen Outside Plant construction place feeder fibers all over the place and then leave them dark (unspliced) for several months to over a year.  What is the point of running fiber down a street and then leaving it dark?  If you light it up you can start offering service to customers, which can generate revenue to continue the buildout.  The worst part to me is that new feeder fibers will be placed in new areas and the same thing is repeated where they are not spliced or lit up.  I can name several fiber hubs that are already in place for at least the past 6 months with no customers because construction has not finished splicing.  Meanwhile these same technicians take 4 hour breakfasts because Verizon won't authorize finishing the build because they've blown through the budget.  So in essence they are paid to do nothing.

Essentially if you run fiber down a street, light it up, get some paying customers, then move on.  It makes more sense to have 50 blocks with available service versus having 100 blocks with dark fiber just sitting there servicing no one.  Please run the distribution fiber along with the feeder fiber and light it up.  Having feeder fiber run all over town is pointless when it can't be used.  Plus it looks horrible having 1000 feet of cable spooled up on a pole waiting to be finished, and in some cases the cable was left dangling off the pole, got damaged and then when it was finally going to be used it was worthless and had to be replaced.  This practice is like the relative that buys new clothes all the time but leaves it hanging in the closet, never wearing it, but keeps saying one day I'll wear it and then that day never comes and the piece of clothing ends up years later at the Salvation Army with the tag still on.

If all this money wasn't wasted, it could be allocated to other resources like R&D, and we'd have the features we've been begging for sooner rather than later.

Dark fiber=Useless Fiber=wasted money

Lit fiber=Paying customers=money earned= :-)

How may times have you asked for one thing and told the CSR that now I do not want that! Like I told them, "No I do not want free HBO and Cinemax, because I will just need to cancel it, or something in billing will get messed up,and I will get charged". NO I DO NOT WANT IT!!! Guess what just showed on my account

Need a third party verification process on all orders, and also a second secrete password for any account changes.

It should be like when you want to change long distance providers. The FCC forced that and now someone needs to Force Verizon to stop cramming on FiOS accounts! It has been a Very rare, or not a none existant occurance when an order is place and you get what you ask for and nothing else.

Now I must call them, and say remove it, I never asked for it, will not pay a dime for it, and do not want to even see the names on any bill! Yes new hardware was install, new parental controls, seperate purchase pin, and promotions blocked. The second after each box was activated. So If the try to say someone ordered it from a STB, I will say the system is broke or someone is full of it..