We have been FIOS customers for years, since it was really first rolled out in the Philly suburbs. Since that time, I have watched pricing continue to go up, with some services becoming unstable, and the website not allowing you to really select all services availalble to be taken away (I.E. eliminate phone service, did you notice that?).
We picked quantom TV, which is nothing more fancy than others already offer, yet you'd think it was "space age" technology. Frankly, the boxes lock up alot, sound disappears from boxes although video is present using HDMI, that feeds sound and video. So despite poor service from this new offering, there is a premium paid while the bugs are worked out of this service. And you know, it is near impossible to explain this kind of thing to anyone, or anywhere on the Verizon support site, although if you search the internet, plenty have made comments about this.
So, a website that doesn't address real life problems you are having, doesn't let you REALLY select services that are available to be changed/deleted/added, except if it beneifts Verizon, and a price that rivals a nice car payment ($300/month). As a customer I feel cheated when I see the constant $50/month for a triple play bundle and I'm paying $300/month. Yes, $300/month. I don't rent movies (cannot afford to with this monthly bill), and I find myself questioning the value for the $ spent. Sure, the internet is reliable, and in 8 years (or more) we have had FIOS, I only had 2 problems that needed a service call. That is great. And the telephone service does always work. I used to say the same about the TV before Quantom, but cannot say that anymore.
I've told many about the reliability of FIOS, and that is really worth something. I just have to wonder if it is really worth this kind of money. And I don't appreciate not being able to REALLY re-price my services, knowing that Verizon doesn't let you drop the home phone from your bundle - that isn't fair or right. So then I'd have to call someone who tells me they'll drop $10 off the bill if I drop phone service, yet when recently pricing just phone service for a senior, it was $60/month. So, this isn't honest pricing and isn't offering me all of my options.
I'm sure many of you have thought this, said this, and recommended fairness from Verizon, I just feel better getting it off of my chest.
Verizon should offer the free 8.9 tablet for free with new service or upgrade online, because I received the coupon by mail to redeem for a tablet worth up to 200 dollars with 2 year agreement for residential services, so I went out of my way to go to verizon wireless store on broad st in newark nj 07102 and they wouldn't accept this coupon for the free 8.9 tablet with 2 year agreement, instead they wanted me to purchase the tablet and get a partial rebate, what is that about. ? On the offer clearly states visit verizon wireless store to redeem for a free 8.9 tablet with 2 year agreement on data plan. I was upset and didn't agree to those terms, this is false advertising. I wanted the tablet and was ready to commit for 2 years on data plan but they would not let me redeem the coupon for the tablet. This is why it should be availaible to redeem and purchase online to avoid having to deal with verizon reps that won't redeem offers.
I realize this issue was brought up last year, but the names of packages have changed since then and I thought I'd add a couple more suggestions.
I think I understand the frustration people have voiced about losing channels between packages. When cable first was introduced there really wasn't a lot of choice. I remember the only packages was basic cable or premium channels such as HBO and Showtime. Over time the amount of networks has increased and with the advent of Dish Networks have increased the value of certain networks based on their demand.
I don't think it's unreasonable for customers to assume when they upgrade to the next tier of service that they retain the channels they started with. What I don't know is what channels that were added that caused the need to eliminate channels to compensate to cost of the upgrade package.
As of May 2104 the difference between the Select HD and the Preferred HD (formerly called Prime) is 50 new channels and 12 eliminated channels.
Among the eliminated channels, BBC America and Boomerang which many have voiced a concern about. My question, are there any new channels added that equal the cost of these two networks? From the list of the additional channels when upgrading to Preferred HD there seems to be more sports, government news sites and specialty networks such as Comedy Central and SyFy Channel. I think most customers want the added specialty networks, but Select HD went from zero sports and government news sites to three instances of C-Span and half a dozen sports networks. All great additions, but do we need to lose Boomerang and BBC America in the process?
Unique stations like BBC America offer some of the most innovative programming in the world so treating it like a throwaway network while adding more duplicate networks doesn't seem equitable. However I have no knowledge of how network agreements work. I would assume you have 3 versions of C-Spans because that's they way they are bundled for the market. All I know is that bumping up to Extreme HD just to get back BBC America and Boomerang doesn't make any sense when I'm be asked to pay for over 200 channels I really don't want.
If I had one more pitch, it would be to separate sports from basic entertainment packages and use it like an al carte addition. That would eliminate around 8 networks from the Preferred HD package. Lets say that bundle costs $5 to $10 then Preferred HD should get more programming unless returning of the 12 eliminated stations uses up that savings. Sports fans can pay the extra $5 to $10 for Preferred HD plus sports. If you haven't guessed I'm not really a sports fan, but I don't think of this suggestion as penalizing sports fans. I'm just saying to go from zero sports with Select HD to adding 8 sports related networks with Preferred HD. Sports is clearly taking up the lion's share of additional programming. If you're not into sports, you're in the situation of losing what you like in lieu of what you don't. If most sports fans aren't into the specialty networks like Animal Planet or Oxygen, they should be able to get this sports package with the Select HD package which would end up saving them money.
The speed optimizer is a joke, it really screwed up my connection speeds, even after reverting to default settings. Please do something to correct this as I went from a 40mbps to 10mbps down. and from 30mbps to .6 mbps up. I should have trusted my gut and not installed it. now I have to revert my system to correct the issue.
I am pretty much 100% disgusted that subscribers like myself who do not watch TV have no options for reduced monthly fees to remove the Fios TV service. I also have just about no need for the landline phone either. Why is the TriplePlay the same price as Internet-only? It's ridiculous.
I just went through the process of renewing my 2 year Fios triple play agreement on line and once again, I had a patient on line customer service rep walk me through the process. Verizon Fios is a very complete and reliable product, far superior to cable and I am definitely not complaining. The downside, though, is that it takes an hour to go through the process of renewing my agreement on line with assistance from customer serivce and I just think the process could be a lot more efficient if the on line instructions were more self-explanatory in layman's terms. I always need to renew my agreement along with assistance from customer service for that reason, so that someone who knows the verbiage can translate everything into more user friendly language and so I don't click on the wrong thing. When I renewed my agreement 2 years ago, it was a similar thing.
Here are some examples of how this would have been confusing without a live consultant:
When starting the process on line, the customer is presented with 2 choices: renew existing agreement or upgrade services. Hmmm...can I renew my existing agreement and keep everything exactly the same or am I required to make certain upgrades on my plan to lock in the same monthly bill for the next two years? The customer service person had to clarify that. And then I was faced with the confusion of which services to upgrade while keeping the price the same: TV, phone, or Internet? That had to be discussed as well and it was like a process of elimination. We started by trying to keep the services the same but in the end, I had to upgrade to the quantum Internet speed which is fine. It's always a good deal in the end when I come away with certain upgrades and discounts while keeping my monthly bill the same.
On my screen, there was a clear message in the right hand margin that I would get a $15 discount on my monthly bill. But then when I got to the bonus rewards page, I was back to being confused and the patient customer serivce rep had to translate that as well. What's a $15 agreement incentive or a $10 agreement incentive? Is that the same thing as the $15 discount on the first page, is it an addition, or does it negate the original statement of that $15 discount? The customer service rep had to explain to me that it's an additional discount for my monthly bill.
Basically I am saying that if the on line instructions were presented in clearer language that a customer could understand, the process for renewing my agreement on line without a customer service rep would probably go a lot quicker. It's not that I don't want to contact customer service and certainly I don't want to be doing this the wrong way but we all have busy lives and it's hard sometimes when I have to do this at night after work while I have other things to do. To me, the language seems more geared toward a Verizon employee who is familiar with the terminology and uses it all the time. The process can get complicated quickly without understanding all of the instructions properly.
I recently moved to a smaller residence and had extra equipment to turn in. When I placed the order for connection service at my new residence I was told I could turn in my extra cable boxes to the technician. Well, when he arrived to complete the order he told me he could not take the extra boxes and that I'd have to drop them off at the Verizon office in Columbia, MD. So I drove to Columbia office and was told if I dropped them there it would cost me $9.00 OR I could drive to UPS and drop them for free. Why couldn't I just have been told this to start with when I placed the order? Very frustrating and a waste of time due to no fault of my own. When I expressed my dissatisfaction and frustration to the Verizon office person all she said was "Oh, I'm sorry" Please fix this because I'm sure I'm not the only person who has gotten the run-around on how to return extra equipment. Thank you!
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.
on 10-06-201311:41 AM - last edited on 10-07-201304:45 PM by ElizabethS
I was considering moving to Georgia Florida is too expensive and I was shocked to find out Fios isn't available anywhere within the whole state so please bring Fios to Georgia I was considering Macon Marietta Atlanta areas I don't get how Atlanta is the hugest metro city I can think of comparable to New York yet they don't have Fios why is that Atlanta for the most part is a very financially stable city
I have noticed that when a customer enrolls in Automatic Bill Payment (AutoPay), the customer is also automatically enrolled in paper-free billing. This change is not specifically stated or spelled out during the process, and the customer may not (and probably will not) realize the change until it occurs.
I've also noticed that the automatic change to paper-free billing occurs when any changes are made to this service, such as entering a new charge card, updating an existing card, etc. I observed this change because it just happened when I updated the expiration date on one of my existing cards. Personally I think this practice is slightly deceptive, because the customer is not specifically advised of the change to paper-free. When the customer learns about it later, ill will is generated.
Verizon would be well advised to change this practice and make paper-free billing entirely optional rather than automatic. This change makes it easier for the customer to become accustomed to automatic payments, and that would be helpful to both Verizon and to the customer.
byarmond_in_nj07-12-201310:19 AM - edited 07-12-201310:29 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.
i have a computer with xp and version 6 of ie explorer. when i bought dsl, verizon does not allow using the internet, until the user activates the account. however, the program cannot activate with explorer less than version 7. i couldn't download another version, because internet was blocked. they should have a link on the site to download a new version of ie explorer.
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.