Here is what I saw on the Order Info page regarding my move order that I arranged with Verizon for  my bundled internet and phone ("double play") services, and the problem is that it doesn't touch on the reconnection action:

 I just see the word "disconnected" like a big red flag because it is not paired with a "reconnected" action.

Of course, one might say that "reconnection" is an implied step in a move of services from a current to a new address.

However, because of my bad experience with Verizon dropping the ball on a previous move requests I made, and failing to call me about the delay, I am not going to ever assume anything ever again when I put an order into Verizon.

Here's what the Order Info should actually state (as an example) to give the customer complete peace-of-mind:

My Service-Ready Date

Your Existing High Speed Internet (DSL) Enhanced Service

• Disconnect Date and Time : Thursday, April 04, between 12 Noon and 4 PM
• Reconnect Date and Time : Friday, April 05, between 8 AM and 12 Noon

Your Existing Freedom Essentials Phone Service

• Disconnect Date and Time : Thursday, April 04, between 12 Noon and 4 PM
• Reconnect Date and Time : Friday, April 05, between 8 AM and 12 Noon

Don't leave anything to misinterpretation or presumption.

You can replace the word "Existing" with "New" when appropriate.

I'd appreciate your response , Verizon. 

Thank you.

I was told that Fios would cost no more than my DSl (and phone), and there were no installation charges.

They then billed me 60$ for Activation - which is throwing a switch. 

I objected, they relented.

I upgraded to 50/25 Quantum, but never got that speed Sometime 9, sometimes 17. They tried and tried.  Hours of tech support. A technician visit. Three remote sesions. Finally we plugged the new laptop into the ethernet and got 50mbps.  "Oh we don't garuntee wireless speeds of 50". 

How come the desktop PC doesn't get 50? 

No telling.  must be slow hardware.

No, the NIC is optimized at 100.  It's plugged into the same router.

Dunno.

Here's the Idea.

Tell people that 50/25 requires a direct ethernet connection.

Tell people Activation and Installation are different things.

Don't have the customer spend hours on a problem.

Hi,

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.

Thanks

Rath

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!

I live in Manhattan at zip code 10026. I would love to get FiOS and get rid of Time Warner but I can't because Verizon has only wired my apartment building for HSI service. Which uses old technology such as DSL and lets not talk about TV. Now there are a lot of customers here that's been waiting for a change for a few years. Here's the catch, just a few blocks down, at zip code 10027, they have FiOS blazing. Why is there a small hole? It would be nice if customers were giving the options to initiate a small build out. Just to fill a one or two blocks out.

I love their LTE service on my phone, but to suffer, each day with TIme Warner Cable internet(13 down, 0.87 UP), slow, unreliable network for my business is hell. Please consider this, I'm sure there are others like me  with this small issue. Money talks. Let's make it happen!

I am a long standing FIOS customer and supporter, but I was disappointed to know that when I recently upgraded to the 75MB download speed, I was not able to get the new "N" router without a large upgrade fee.

The "G" router supports a Max of 54Mbps speed, so for wireless connections (for me 9 out of 10 possible devices), I am losing 30% of my speed right off the top.

When I asked a Fios sales person, they could not explain why customers who get the 150MB package get the "N" router free of charge, but the 75MB customers do not. We are both above the limit.

Please, someone from Verizon make this better and offer the new routers to customers who are losing speed without it.

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.

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.

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.

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.

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 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