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USN430

GREAT JOB VERIZON!

Status: Acknowledged
by USN430 on ‎02-01-2011 03:05 PM

I would like to offer a postive response to the service I have received from Verizon.  Since changing all of my services to Verizon, I have NEVER had anything but GREAT service from Verizon.  Whether in my home or on the internet, Verizon's service representatives have ALWAYS fixed my problem, while being professional and courteous.  I'm sorry others have not been as fortunate!  Great Job Verizon!

Status: Acknowledged
Appreciate the love

Verizon has a history of doing some really strange things with my bill. They've signed me up for the wrong bundle, dropped me from their OneBill system without notice, and filed me under my first name instead of my last. One time, they even locked me out of the payment system -- I had to drive to the Verizon store in the next town over and convince them to take my money.

 

Obviously, all of these situations were out of the ordinary and each of them required a (lengthy, painful) call to Verizon to straighten things out. Having such an unreliable billing system is a problem in and of itself, but more than anything I came to loathe the phone system itself. Allow me to explain.

 

I love the internet. I scoff at snail mail, I stream most of my TV shows and I use my smartphone for everything. But when I give Verizon a call, they're even more put out than I am that I'm using their phone system. "Have you heard of the internet?" they ask. "Turns out we're on it. And you should probably go to our website." Yes, I'm quite familiar with it, thanks.

 

Like many, many people, I'm calling because I have a problem that can't be solved online. There's no automated process to correct the weird things that have happened to my account, and I have absolutely zero faith in e-mailed support requests. (E-mailed requests often take days to get a reply and the response is generally inapplicable and unhelpful.) The only way I'm going to walk away from this happy is if I can speak with someone that can fix it for me then and there.

 

After taking some time to explain "the Web," the system will often start in on a sales pitch. "Get Red Zone! Because we know how much you love football!" This is unbelievably grating. I usually set the phone down and let it play out. I'm calling Verizon because they've made a mistake at my expense, and now they're trying to sell me something? I haven't even gotten to ask for a department yet -- it's not like I'm on hold and would be waiting around anyway. They're out-and-out wasting my time. Nevermind the fact that I have no interest in football.

 

Once I've gotten past the way-off-base sales pitch, I can finally start trying to navigate the menu system. The menu system isn't without its unprompted time-wasters either -- one of the up-front questions I regularly have to sit through is whether I'm trying to correct my entry in the phone book. Please, having to use the phone was anachronistic enough. Why would you assume that most of your callers are worried about the oh-so-antiquated phone book? You could easily make that a buried menu prompt to eat up less of my time.

 

If I manage to get to a department, the system assumes I've found who I want and forgets everything about me. Often times I'm not positive which department I need and I have to request that they transfer me. That's not a big deal, but I pretty much start from scratch, entering all of my information (phone number, etc) in again. When I get a new representative on the line, I have to re-explain what I'm calling about, sometimes for the third or fourth time in hopes of getting someone that says "Yup! I'm the person you need to speak with."

 

When I finally get to speak to a person, things tend to go relatively smoothly. They're normally helpful, but are often limited by the interface that's sitting in front of them. On three different occasions, I've had a representative tell me that they're not able to fix my problem (refund money, waive a weird charge, etc) because they don't have a button or checkbox for it on the GUI they're looking at. I know that's not their fault, but it's a silly limitation that ends up frustrating both of us.

 

All of this brings me to my suggestion: provide a web interface that lets me specify a department and describe my problem. Figure out who I'm supposed to be talking to and have *them* call *me* when they're free and after they've had a chance to pull up my account and review my problem description. Amazon.com does something similar and it's so painless that I describe it to friends and family even when they haven't had a problem with Amazon.

 

Neither of us want to be on that phone! Let me do as much of it on the internet as possible and I'll be truly grateful. Plus, if you call me, I won't have had 20 minutes on hold to stew and get snippy with representative to whom I'm assigned. : )

 

Thanks for reading all that!

Status: Acknowledged
srctwin1

Keep Hiring Competent Internet Technicians

Status: Acknowledged
by srctwin1 on ‎07-15-2012 10:48 AM - last edited on ‎07-20-2012 03:40 PM by Moderator

On July 15, 2012, I was having trouble connecting to WI-FI and an extremely patient and competent technican helped me.  I want to personally give Kudos to Katrina {edited for privacy}.  She was extremely helpful, patient and knowledgeable.  I continue to have great confidence in Verizon because of the extremely competent people that you hire to work for you.  KEEP UP THE GOOD WORK KATRINA!!!!

Status: Acknowledged

My boyfriend and I are looking to get FIOS for our new place. We only have a one year lease, so we need to sign up for a month-to-month plan. We attempted to do this, and I as an existing Verizon customer skipped the "optional" social security number field. This led to a number of bad moves on Verizon's part:

1) I have received almost daily automated phonecalls asking me to call Verizon to finish placing my order. Some of these calls come early in the morning and wake me up.

2) The first time I called, I was transferred to the department which could verify my identity. I asked for the number in case I was disconnected. I was disconnected, and the number ended up being the main Verizon number. When I dialed it, after ten minutes of holding and getting transferred, I learned the real number I should have been given.

3) When I called this number, I was assured by the representative that I would be called back if we got disconnected. I was transferred over to the identity verification department and placed on hold for 15 minutes before my call was disconnected. I never received a call back from the representative.

 

I have spent more than three hours now trying to sign up for FIOS, and I am incredibly frustrated that most of this unnecessary work could have been avoided had I known how essential the inclusion of my SS# was. 

Status: Acknowledged
STOPTHESPAM

Less spam

Status: Acknowledged
by STOPTHESPAM on ‎12-17-2011 05:17 AM - last edited on ‎12-17-2011 10:24 AM by Moderator

Stop sending Verizon spam. Now. I mean it. I get a lot after I've checked for you to stop sending me. I set preferences after signing in so I know that I am doing it correctly. Make it easier to unsubscribe from your "perks. {please keep your posts courteous}

Status: Acknowledged

KerchT wrote a terrific description of the true nightmare it is to get support. I have found this true with Tech Support, Billing, Customer Service and anyone I called at Verizon. No department can see (or will admit they can) that I have called in to report a problem almost every day since I had Fios installed. If they could see that I had called in the past I might not have to repeat my issue from the beginning every time. Not to mention the waste of time trying all the steps I tried before I called. The frustration has led me to an ultimatum: Fix it tonight Or remove it tomorrow.

 

I am tired of the poor support and excuses. I have had enough apologies to make me gag. I do not believe they really want my business.

 

Neil

 

Status: Acknowledged
Karen793

Maybe you could include a link to the web team in the e-mail so one can report problems.

Status: Acknowledged
by Karen793 on ‎06-21-2012 07:09 AM - last edited on ‎06-22-2012 07:04 PM by Moderator
 
Dear Valued Verizon Customer,

At Verizon, we continue our efforts to inform you about changes to your services, so we wanted to let you know that the Terms of Service for the following Verizon services have been revised:

• Verizon Online Service (FiOS® Internet and High Speed Internet)

• Verizon FiOS® TV Service

• FiOS® Digital Voice Service

• FiOS Digital Voice Inside Wire Maintenance Service

• Verizon Online Additional Services

If you have one or more of these services, the terms now require that you and Verizon resolve disputes only by arbitration or in small claims court. The terms also provide for a free, voluntary mediation program that may help us avoid disputes. By continuing to use the services after the date of this notice, you accept and agree to abide by the revised terms. For more information, visit www.verizon.com/terms/disputes and to review the revised terms of service, visit www.verizon.com/terms.

Please note that if your services were purchased prior to December 31, 2011 and are subject to term requirements with Early Termination Fees, the revised dispute resolution provisions will not be effective until expiration of your current service term period, although you may elect to accept the revised Terms of Service and take advantage of the mediation/arbitration provisions prior to that date by notifying Verizon.

Sincerely,

Your Verizon Team
 
Status: Acknowledged
miken50

To help verizon save money & time

Status: Acknowledged
by miken50 on ‎05-12-2011 01:27 PM

I receive the service 6 weeks ago, but line has not been put in the ground. I saw the techs 100 yard from my house putting the line in the ground & it was about 2pm. I asked if they were going to do mine. The tech said he would check with the other guy. I walked back home & notice a neighbor's that his cable was put in the ground, that had to be done in the past 3 weeks. Well about 3pm the techs in 2 different truck past right by me, as I pointing to the cable & never stopped. Now understand the trucks have been in my neighborhood for month. My point is verizon should sched. service appointment for putting the cable in the ground by neighborhoods, not by the month or two of the installment. Verizon could save money on gas & other things, if they would use time management better.Now sometime in the future a tech as to drive back to my neighborhood & 30 minutes to put my line in, when he could of stopped & done mine. This will cause another customer to wait for customer service.

Status: Acknowledged
connecticutlady

Sound/Remote

Status: Acknowledged
by connecticutlady on ‎04-11-2011 05:51 AM

This is just a thought.  Since we now have many flat screens available maybe FIOS can improve the remote volume control so we only have to use one remote over the other.  When I had my previous TV, not flatscreen, I was able to program the TV volume on the VIOS remote.  Now that I have a flatscreen and there is no code for it, I tried the generic code which doesn't seem to work.   It's a pain having to use the flatscreen remote to control the volume (from high to low or mute) over the FIOS reemote.

Status: Acknowledged

 

Looking over my firewall log I see countless UDP and TCP attempts to get through.

Strangely enough, many are from Verizon customers!

That is according to: http://www.ip2location.com/free.asp

Some of these may be script kiddies, some may be Verizon customers with infected machines. In any case there should be a link in place where a Verizon customer should be able to report these with a copy of firewall logs and Verizon should do something about it. 

 

All it takes is some coding to make a web page that could accept router firewall logs and cross check that the submitting IP address is a Verizon address. Otherwise reject it saying this service is only for Verizon customers.

 

Or the "service" could be only made available if logged in to "My Verizon.

 

Why cant V* adopt ITIL standards like other large companies?  At the very least, V* should get serious about Change and Configuration management.

Status: Under Review
vz-123

VCA - verizon call assistant

Status: Acknowledged
by vz-123 on ‎05-04-2012 08:45 AM

If VZ is not going to:

 

1 - make it compatible with Windows 7

 

2 - correct functionality so as it works

 

WHY HAVE IT AVAILABLE TO DOWNLOAD FROM OFFICIAL VERIZON WEBSITE???

 

i feel better by venting - - i attempted to use VCA several years ago and it was putrid at that time.

Things have not gotten any better....REMOVE IT OR MAKE IT WORK - - STUPID

Status: Acknowledged
Thank you for your suggestion- I'll make sure it gets in front of the proper team within Verizon. If you're having specific issues, please feel free to create a case in our forums: http;//forums.verizon.com

while you are updating the home page add more features for mac os x 10.7.1 lion show more advertisement of your products working on mac computers like flex view media manager gaming on demand support and premium technical support and update your screen sharing to work with mac os x 10.7.1 lion like bomgar and gotoassist this will bring you more business and less complaints

kspinka

FiOS CPE Link Qualification

Status: Already Exists
by kspinka on ‎03-05-2011 04:03 PM

The technical support is non-technical, including the "network escalation group".  I'm sure that somewhere at Verizon, the people who designed this network know what nominal ranges are achievable and expected.  Considering that Verizon deploys heavily customized CPE devices, there is no excuse for not having auto-selftest functionality to qualify a new install and then continuously monitor the quality of service that is being delivered.  This would eliminate at least 50% of the truck rolls, and I can't imagine why it's not being done.

 

To give you some examples, I have techs here working on Internet issues whose managers think that 50ms of latency to the first hop aggregation router is acceptable.  I wonder how the chief engineer/architect of the FiOS service would feel if he knew that the service delivery was so far below design-spec and capability of the technology.

 

 

Status: Already Exists
VZ In Home Agent software on your computer and set top does more and more every month.around this realm...

Today I called Verizon because my line needed to be repaired.  It has been  running through my neighbor’s yard for some time and they are now renovating their house and keep disconnecting it.  I needed a repair person to come out and fix the line so that it is no longer in my neighbor’s yard.  It was not a complicated request, but because you have the most cumbersome and unhelpful customer service on the planet, it took an hour and a half to finally get a person on the phone who could help me and schedule the repair.  First, I had to go through about 20 minutes of voice prompts, messages about rebooting my system, problems in Topeka, Kansas or someplace that was not where I lived nor relevant to my situation, and on hold.  I finally maneuvered past that to discover that despite pushing the button for high speed internet that I was connected with a FIOS operator who could not help me.  Not only could she not help me, but she couldn’t connect me with someone who could.  Instead she put me back into the system where I had to spend another 20 minutes going through voice prompts, messages about problems in Topeka, Kansas, and on hold to reach another operator who told me that she could not help me because my account was handled by Frontier.  I again asked if she could connect me with a person and not voice prompts.  She didn’t even tell me no before she sent me into another 20 minutes of voice prompts.  The guy at Frontier was wonderful.  Unfortunately, my account is not with Frontier so he could not actually help.  In recognition of my frustration, rather than make me go through voice prompts and ridiculous messages again, he put me on hold for close to ten minutes while he maneuvered through the voice prompts and connected me to a person who finally was able to schedule the repair.  In order to make this phone call, I had to take an hour and a half off work because I get paid by the hour. 

 

I cannot imagine anything more inconsiderate than how you treat your customers.  It would be one thing if this was an anomaly, but in the four plus years that I have had Verizon DSL this has been exactly what has happened every time I needed to call with a service request.  I don’t call for petty problems like needing to reboot my computer.  I have called once because I was moving and I wanted to transfer my account to my house.  Not only did it take me over an hour to reach an operator and ultimately a manager who could help me, but then they cancelled the service at my apartment and turned it on at the house before I moved so I was without  internet for a week.  The next time I called it was because the cable to the house had become disconnected.  Again, because it is running through the neighbor’s yard.  That time it also took me over an hour to reach an operator to help me.

 

How much is your time worth?  As a lawyer I bill about $300 an hour for my time.  Thus, in total over the years, you have cost me over $1000.  Yet I keep paying you every month.  I’ve continued using your DSL service because generally it has proven reliable, but I can’t help but feel that you have no respect for my time whatsoever when it takes me an hour and a half to get through your system to talk to an actual person who then proceeds to ask me a lot of unnecessary questions about my computer and my router.  At this point, I am going to begin exploring other possibilities to provide me with DSL service.  Unless you can assure me that you are planning to improve your access to customer service and make up to me the fact that I just gave up one and a half hours of my day just to get my line repaired, you can plan on saying goodbye to me as a customer.

Status: Acknowledged
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