I have heard that Boston's Mayor Thomas Menino wants Verizon FiOS to get here as soon as possible and wants the entire Metro-Boston area covered. What's taking so long???? Somerville is one of the largest cities in Massachusetts!!!! Surely that translates to many eager customers who are waiting to get out from under your competitors.....which means, $$$$$$$$$$ for YOU.....c'mon Verizon, now's the time....JUST DO IT. Remember, more customers means more $$$$$$$$$$$$$ ka ching, ka ching, ka ching.....
bysosuzguy09-23-201011:34 AM - edited 09-23-201008:24 PM
Your IVP (inbound call recordings) are TERRIBLE.
When my TV is messed up and I'm missing something that I wanted to watch I am not in a mood to look up your FAQ online or punch/speak to an automated system for 10 minutes before I get to actually speak to someone.
Getting Fios technical help is just too DIFFICULT!!!
AND I have been having one channel that the audo pops on and no subtitles work on and so far the only response from Verizon was "We don't have any idea why"......hows that for about $175/month ????
And yes your fees and charges for this and that is nickle and diming us to the poor house.
I would like to be able to identify support agents. I recently had a problem with my TV remote. I was helped by a very nice, polite young man who was both knowledgeable and patient. With all the complaining we customers do, I thought it only proper to see if I could let management know about this young man. Perhaps, if agents received some kind of compensation for their good work, they would always strive to be better. The good support agent would benefit; the customer would benefit, and Verizon would benefit. One way to do this might be to assign case numbers to the customer when they call for assistance. Management could then easily identify the agent and even rude customers if that was the case.
on 04-15-201102:03 PM - last edited on 04-26-201109:47 AM by DougVZ
STOP IT. In about the past six months, we've had five groups of sales people come from Verizon to our business to see if they can "help" us out on our bill. The first time, I told them, you know, we already have Verizon. Then they ask to take a look at our bill to see if we can bring down the price. On the second and third visits, we went with it . Then another person shows up to ask us if he can bring the cost of our bill down. I explained that we were okay for now, and he left. A few minutes ago, yet another Verizon team shows up. STOP IT. ENOUGH ALREADY. A) We already have Verizon B) We've already changed our plan (twice). It's getting to be annoying now. What a crappy marketing plan that is any way.
It would be really create to have a Verizon network here in the Caribbean. My current internet provider is extremely unstable and does not provide the promised speed, while I am using it. If you can set up a network over here I would be extremely happy and I am sure that thousands of other Caribbean who are stuck using this extremely slow network would agree as well
on 02-24-201106:45 AM - last edited on 02-24-201109:10 AM by DougVZ
I get FiOS TV and Internet through my HOA, however the way the account is set up (HOA being the owner), I'm locked out of all the cool online features for my FiOS TV account. It's not a small community so the problem is widespread. For example, I can sign into My Verizon account, but since the HOA owns the account, it does not show that I have FiOS TV service it only shows my internet plan. Same problem on the iPhone app, I can directly connect to 1 DVR, but I can not log in to my account for multiple DVR support. I would like to see better online integration for HOA members even though we technically are not "owners" of the accounts.
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)
on 12-26-201012:23 PM - last edited on 01-04-201111:19 AM by DougVZ
The low battery alarm goes off about every two months. Usually about 2:00 am. If I disconnect and reconnect the battery, the situation resolves itself. I get up and push the defeat button but it is only temporarily effective and I have to repeatedly activate it. Since I don't even care about or need a battery backup, it is very irritating.
on 12-25-201002:22 PM - last edited on 12-29-201007:29 PM by Jaime_Lee
For existing Fios customers, the web site is impossible to use. I have tried to upgrade a couple of times, but found the site confusing and directed only at new customers.
I have also tried to call to get an upgrade. Isn't there an easier way to change service without accessing my account number? Or perhaps if the IS ncessary, is there a way to access account numbers without having to figure out my husband's email user name and password? There are two people who pay for this account after all!
I'm in a technology field. I understand that it's impossible to know for sure how long a job will take until you're on-site and able to see what's what. But a lot of people don't get this. It'd great to just have a sidebar on your support page(s) titled "why a four hour window?" and explain it in painfully simple terms. It's an easy and inexpensive way to rteduct blood pressure of your customers. Thanks.
ps- It would alos be great if your technicians could call ahead to their next appointment when they're on the way. Again, not expensive and it would ensure your cusrtomers aren't "indesposed" or otherwise occupied.Spell Check
We recently were subscribers to FIOS internet and home phone, and recently decided to close our phone account to save, what we thought, would be about $30/month since we rarely used the home phone anyway. The bundled price (without taxes/fees) was $79.99/mo, with internet being about $50 and phone being about $30, after the bundle discounts of $5 off of each service for the bundle.
When I called customer service to cancel the phone, I was told that I would be paying $65/month for just the FIOS internet now (before taxes) instead of dropping to $50 or maybe $55/month for just internet. I was told that internet-only service is $59.99 and tack on ANOTHER $5/month - what I like to call a PENALTY - for again, having only one service with them.
So I am paying $10/month more for only having one service with them - fine. I consider that my penalty. But adding a second penalty of another $5/month for basically THE SAME REASON - having only one service - is adding insult to injury. Thanks Verizon for making your long-time loyal customers (check my long history) feel like unwanted step-children.
Aside from my rant, I actually DO have a constructive idea for you: Please market your services a little differently. Here's my suggestion: Market your internet service priced at $64.99, and add FIOS residential phone service for ONLY $15 more per month! That way, when someone chooses or needs to drop home phone service, they know going in that they go back to the $65/month and won't get sticker shock for the one service, and you won't be alienating your customer base. Also, your billing is a little more in line with the perceived VALUE of the service - internet, more the vast majority of the population - is more valuable now than residential phone service, since everyone has a cell phone now. To me, home phone service really is worth maybe $15/month. I understand it's worth way more to people who don't get cell reception in their location, but I'm talking about the majority of the population who do get reception. Thanks.
To start things off, I am a second year sophomore in college. So, to put it straight forward I know almost nothing about business. What I can say about myself to where I can give myself some credentials is that I graduated high school a year earlier than my class because of my grades.
TO THE POINT:
- I live in a rural area that is monopolized by AT&T. I have also live here for ten years. And over these ten years I've heard over hundreds of high school students, middle school, and yes even elementary students firmly say that AT&T needs to be kicked out of Navarre by Verizon. There are roughly 40 - 50K people who live in this city, and we are absolutely SICK of AT&T and their LIES. From family that have been die hard customers of Verizon I firmly believe Navarre would greatly appreciate a Company that actually cares about their customers and gives good service rates. Verizon would strike gold (in my opinion) by moving into the Navarre region. Not only would Verizon have civilian backing, but also Military, Corporation, and Schools all happy to upgrade to an amazing company like Verizon. I've talked with several managers with the businesses that I have worked at over the past two summers (mostly hotels) and the biggest complaints from their customers are the internet is too slow. Heck, even the minimum residential FiO package would be better than anything AT&T has to offer.
- So to put things straight: Please try expanding business into the Navarre and Pan Handle region. Everyone would greatly appreciate the freshness provided over the stink that AT&T produces.
- If and when anyone reads this, thank you for reading, considering, and commenting. I appreciate the opportunity to speak out.
I have to say that I'm very pleased overall with FiOS. Signed up last Fall and the only issue that I've had was a failed STB. Absolutely no outages, or need to reboot the box, which happened once a month with Comcast.
A few suggestions, or rather ideas, that would make FiOS absolutely ideal for my personal use:
1) There is a rather annoying, loud beeping sound that happens occassionally during commercials. It happens on virtually every channel, whether HD or SD.
2) I would love to see enlarged hard drives on the STBs. Holding only 20 hours of HD programming is borderline for our viewing and recording purposes.
3) Recently, when using the search feature in the guide and the DVR, I've been getting a message stating "Unable to retrieve Information" after typing/selecting the fourth character of a search. The search then exits back to the guide of the DVR menu.
4) I generally have not been effected by the changing of the channel line-up on my package. However, I now have noticed that the World Fishing Network is no longer available on my package, which was a channel that I had watched somewhat regularly since we got FiOS. Now, I still believe that our channel line-up is very good compared to what I was previously getting, but I do find it alarming that channels are being taken away. While I understand the business side of things, I can only think when these changes are made, that in the end, we are all going to be paying much, much more for television and internet than we ever have.
5) With all of that said, the only channels that we don't have that I'd like to see added to my package, and in the normal line-up, are FSC HD, FSC Plus HD, Gol TV HD, Bloomberg HD, and BBC America HD.
6) Any plans in the future, once nearly every channel originating from the US offers an HD channel, that there will be "HD Only" packages available, at a savings to the customer (either through price or through expanding offerings)?
7) Back to the subject of channel changes... one of the issues that I see frequently on message boards, and have experienced through the channel changes, is the lack of communication from Verizon to their customers. It doesn't appear that Verizon customer service folks do a thorough enough job of explaining the 2-year price guarantee and what that actually means. Your community message boards are filled with folks who are outraged at having channels taken away. Many of these headaches down the road could be avoided by providing more and better communication early on in the process. My own personal story is that when I signed up, I was told that new customers were to receive an HP Netbook. I only signed up for TV and Internet, and only found out by calling a month after the service was installed that the Netbook offer only applied to those who had signed up for the Triple Play package.
8) When we had a faulty DVR, we had to await a replacement from Verizon to be sent via Fed Ex/UPS. Why in the world could a tech not drop off a new box? We had to wait three days to get our service back up and running. Comcast would have had a tech out the following day to drop off, and, if needed, hook up a new box.
9) I hope that when my pricing guarantee is up next July, that I won't be in a position in which my bill increases substantially. I'd like to see current customers offered the pricing/bundle/promotion opportunities that new customers receive.
Verizon should make it easier to shut of mailing promotions.
For those of you that are trying to be more environmentally friendly Verizon does "allow" promotions mailed to your house to be shut off. Though you have to be very persistent. They first time I called they actually said they couldn't do it, but I informed them Comcast did it for me so why couldn't they. That changed their tune. They do stated it will take a month to process (they may have thing be printed already with your address on it which they can't pull out of print). A month later I had to call back. And a month later I called again, though this time I demanded to know why this was so difficult. I was disconnected twice. When I got to a manager I was actually given attitude, I mean the guy "hello"ed me. I swear he was reading of some script from his computer and was annoyed I kept asking what they were going to do to make it easier for people to shut off the mail promotions. His only answer was that mine was shut off. Which was clearly not my question. Thus making me repeat myself, until I gave in and asked for his supervisor. Go figure she wasn't in the office. Anyway I am still waiting to see if it has actually been shut off.
I am not sure why you could just log onto the Verizon website and click an opt out button, like you can for email promotions. It would save them the money of all that paper and postage.