Customers With Disabilities
Enter New Idea

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. 

Status: Acknowledged
McCloud

TURN IN OF EQUIPMENT

Status: Acknowledged
by McCloud on ‎11-06-2013 03:21 PM

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!

Status: Acknowledged
RobertOrlando

Get your Information straight

Status: Acknowledged
by RobertOrlando on ‎10-25-2013 09:47 AM

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. 

Status: Acknowledged
Thank you RobertOrlando for your post, and I am sorry to hear about your difficulty. I will work internally to try to get this resolved for other users. Please let me know if there is anything else we can help with.
red

Fios in the Georgia area

Status: Acknowledged
by on ‎10-06-2013 11:41 AM - last edited on ‎10-07-2013 04:45 PM by Moderator

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

Status: Acknowledged
Thanks for showing an interest in Verizon FiOS. The Peach state doesn't currently have FiOS, but if there is an expansion the community forums is the place to check. Your obvious desire for FiOS will be shared with the team responsible for footprint expansion.

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.

Status: Acknowledged
armond_in_nj

Fix "One Bill"

Status: Acknowledged
by ‎07-12-2013 10:19 AM - edited ‎07-12-2013 10:29 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.

Status: Acknowledged
Thanks for the suggestion. The Billing team has been alerted to your concern.
0 Votes

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.

Status: Acknowledged
I will pass this on to the appropriate group. Thanks for the heads up.
prezsd

Bring Fios to all of Lawrenceville, GA

Status: Acknowledged
by prezsd on ‎04-04-2013 08:00 AM
 
Status: Acknowledged
Your passion for Verizon FiOS is noted. I will pass your request on to the appropriate team.

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:

 

My Service-Ready Date.gif

 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.

 

 

Status: Acknowledged
Hush

Fios Quantum

Status: Acknowledged
by Hush on ‎03-20-2013 11:41 AM

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.

Status: Acknowledged
Glad to hear that you reached the the 50mps! I completely understand the need for more detailed information. Your suggestions are warranted and will be passed on to the appropriate team. Thanks for posting.
reddi

FIOS in a new community in Sayreville NJ

Status: Acknowledged
by reddi on ‎03-17-2013 10:01 AM

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

Status: Acknowledged
Thank you for requesting FiOS in Sayreville. I will forward your inquiry to the appropriate team.
mlack4

Bring FIOS to Charlotte, NC!!

Status: Not Likely
by mlack4 ‎03-16-2013 06:12 PM - edited ‎03-16-2013 06:17 PM

Verizon, please bring the FIOS services to Charlotte, NC. The benefit for the city as well as your company is undeniable! Charlotte is one of the nation's fastest growing cities and 2nd largest banking hub, as well as home to 3 universities, one of which specializing in cutting edge mechanical and electrical research innovations. Not to mention the over 750,000 people in the city alone that would be greatly appreciative of the added option for tv and internet services. The only real competition in the area is Time Warner Cable who makes no effort to improve lackluster customer service and monopolizes the vast market in the area. Please consider expansion to North Carolina Verizon!!!

Status: Not Likely
Currently, there are no plans to offer residential service in Charlotte, NC. Thanks so much for inquiring about FiOS.

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! :smileyindifferent:

Status: Acknowledged
ram130

Get FiOS to customers who live, less than 5 blocks away from a node. Fill the holes.

Status: Acknowledged
by ram130 on ‎02-25-2013 12:43 AM - last edited on ‎02-25-2013 02:47 PM by Admin Emeritus

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!

Status: Acknowledged
as2higpark

Allow 75MB clients to get the new N routers without the upgrade fee.

Status: Acknowledged
by as2higpark ‎02-21-2013 11:22 AM - edited ‎02-21-2013 11:24 AM

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.

Status: Acknowledged

Thanks, I understand your point. I will pass this on to the appropriate team. Keep posting.

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