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.

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.

I've been a customer of fios for over 3 years. I've never been delinquent on a bill. I hardly call customer service for anything. I heard that there is a new fios router that is GigE and 802.11N, whereas my current router is 10/100 and 802.11G...

I called to speak with a csr and was told that she could not guarantee which router was sent from the garage and that it was the V3 that I wanted. She told me that if she could, she would... But instead to try the Verizon plus store near my house and that they would swap out my old 802.11G box for the new v3 --- and would do it for free. 

So I called the Verizon store near my place... They were nice and said that unfortunately they don't have these new v3 boxes yet and that I should try calling Verizon fios directly because they can help me. 

So I called. He person I spoke with told me I was mistaken and that I was given bad information. That they can only swap like equipment. 

Seems like each department is given different information...

Which brings me to my idea.

a) train all staff equally

B) allow your good customers... Those that have recommended your service to many many many people... Those that pay their bills. To upgrade to the latest equipment...

Why would you penalize EARLY ADOPTERS?

Why would you alienate the same people who help your NPS?

It doesn't make sense. You have a better chance of retaining me longer and having me remain a promoter much longer - which will lead to a higher ARPU.

But instead you risk losing a customer and converting me to a Detractor.

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.

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!

It just ticks me off that new customers get better rates than old customers get.  How do you reward old customers?  Well of course we charge them higher rates.  This will drive me to your competition because they also give better rates to their new customers.  Wouldn't it be easier to retain customers that you have ?

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.

Votes for Washington DC Metro Area.

If you want it, vote for it!

Speeds like 150/65 or Faster!

Please add your vote by clicking on the up arrow to the left. The one with the plus sign. It may be obvious to most, but for someone that may never have voted it may not be.

To be helpful, please add a comment on your location, such as county, town, or city, not your address, or other personal information. This will let Verizon know where people are, that want faster Internet. FASTER QUANTUM!

Allow better online account management PLEASE.

Gotta love the upgrade and renewal site. Everything including the chat says upgrade and renewal.

No options to downgrade and not renew. That cuts into the bottom line!

It would be nice to just have a site where it was account management, and not marketing. The account as it stands allows you to upgrade or downgrade the services you wish. But not without renewing your bundle. You must call in to change services levels without a commitment date change. It was always my understanding, and what I am always told when calling, the contract/commitment dates are only for the bundle of services. Like triple play vs. double play. As long as you keep the services in your bundle, changes can be made at any time without changing your commitment.

Also allow the customer to see what the true cost would be for breaking a bundle and dropping a service such a phone. Every time I call for information and talk to a different person, the story changes, as I get passed from one dept to another. Last time I tried to drop phone services, they tried to hit me with the full 24 month Early Termination Fee, or told me I would be charged $230. With 12 month remaining shown on the web site. Let us go into the upgrade and renewal site, or account management site, and remove a service, show us the ETF with total services cost, and allow the option to be in a commitment or not. Come on put it in writing.

There is only a place to manage premiums and extras. You can remove those, but since they are paid in advance, do you get a credit for the remaining month, and the following month since they are paid in advance?

I recently discovered that you assume that a Cell phone is the primary number desired for contact on regular FIOS residential accounts.  Not sure if this is also true for other types of Verizon accounts.  Definitely wasn't always so.

In my case I just did a FIOS upgrade, and was surprised to find the calls about the upgrade kept coming to my Cell phone.  I am retired, and no longer use my cell phone much, even keeping it off for long periods of time.  I almost missed the calls having to go fetch my cell phone when I heard it ringing.

The way the customer profile is setup you push for the cell phone to be entered, even assume that it supports SMS (mine is blocked for SMS).  And if the cell phone is entered you use that for primary contact.  You no longer have a space for primary or home phone, and only use the alternate number, if entered, for secondary contact.  Only way I appear to have to get my home phone called, is to enter NONE for cell phone and my home phone as alternate phone number.