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janeb

Paid Support Option

Status: Acknowledged
by janeb on ‎06-03-2012 06:36 PM

For those of us who are frustrated and unserved by first level support, perhaps we can bypass the wasted phone hours and uncooperative and insufficiently trained tech support by opting for paid support.  Some vendors offer a per instance option where I can pay a fee and get escalated support.  My ticket stays open until I say the problem is resolved.  Then I would not have to demand escalation from uncooperative supervisors, and waste countless hours with insufficiently trained techs going over the same screen sharing sessions, again and again, going in circles and wasting time. 

 

If the same error message shows on all my devices, iphone, tablet, etc., your tech will not find the problem by repeatedly screen sharing my desktop,  If I ask for escalation, the tech will not comply.  Even a supervisor will not cooperate until I get very angry and demand escalation. We would all be better off if I could escalate the problem myself. 

 

I have been through this useless cycle more times than I can count.  And one of the problems still persists, after months of phone calls. 

I would be willing to pay a fee for problem resolution.  Not a closed ticket after ticket, but actual problem resolution.   The ticket is not closed until I say the problem is fixed. 

Status: Acknowledged
prisaz

Fix the broken CID System that sends email from fiosadmin@verizon.com for every call.

Status: Acknowledged
by ‎01-30-2011 01:24 PM - edited ‎01-30-2011 01:27 PM

http://forums.verizon.com/t5/Home-Phone-Landline-or-Digital/How-do-I-stop-VCA-emails-for-every-incom...

 

Multiple calls to support and know one knows what they are doing with this issue. These are Emails to a customers VZ ID not nessasarly their primary Email address. Always from fiosadmin@verizon.com. not from VCA@verizon.com

 

Fix the broken CID System that sends email from fiosadmin@verizon.com for every call. I was told this has nothing to do with the VCA software entries made by the user and must be fixed on Verizon's end. "It is a glitch in the system". OK FIX IT! ONCE AND FOR ALL! For Everyone. (ALL)

 

Status: Acknowledged
asm20850

Restore Gift Card Perks

Status: Acknowledged
by asm20850 on ‎06-11-2011 07:55 PM - last edited on ‎06-13-2011 12:55 PM by Admin Emeritus

The best "Verizon Perk" was the gift card program - with discounts on certain gift cards.  First, Verizon scaled this back by removing the no-fee Visa gift cards.  Now the whole program is gone.  This was a great benefit that I wish Verizon would restore.

Status: Acknowledged

I have been trying to pay my bill for 3 days. I started with trying to pay my bill online. It kept asking for my phone number. The only phone number I had was the one for verizon wireless which is my cell. I don't have a work # because I do private duty traveling nurse work. And I do not have a landline because I am never home and have unlimited minutes on my phone. So why can't this info be linked? It is after all the same company. So because I couldn't pay online I kept calling Fios and being bounced around from being hold. And repeatedly pressing the number 2 prompt because I didn't want to be transferred to verizon wireless. Because I made a complaint I was transferred to a gift certificate program through savology. And the person I originally talked to didn't solve my problem.

I appreciated the hand out but I needed to pay my bill. So I was transferred to bill matrix a couple times to pay my bill for a $3.50 charge. Which isnt breaking the bank but why should I have to pay to pay my bill. I talked to someone from online tech support who helped me register a new password which I could not obtain before via the internet because it was recognizing my # as a wireless and kept asking if I wanted to go to the verizon wireless site. No one that I talked to over the last few days was incredibly friendly or helpful. The online tech should of said she would look into it at least. She just sounded annoyed and told me it won't work you have to enter a landline". I don't have one. I am sure I am not the only one that has had issues with this. None of my friends have landlines. Maybe everyone that works for verizon has no clue what I am saying.

If I call FIOS or go on their website I should be able to enter the same number which I opened my account with (which is my cell). It seems like it would be an easy fix. I think I will change to cablevision next year when I move. I had an awful experience so far with verizon (first with a worker claiming he called me and I didnt answer when I was home and had no missed calls and fulls wireless bars, then when he did show up he smelled and scuffed up the walls with his equipment and kept saying opps. So he installed a faulty box that chirped everytime my husband and i watched anything on cable. This was an issue the worker was aware of and he said he could come back because that was his last box. I didnt want him back in my house so we got the box on our own. then this nonsense with paying my bill. I always pay my bills on time.) Someone should look into it. Doesnt seem like rocket science

Status: Acknowledged
bgood724

training

Status: Acknowledged
by bgood724 on ‎10-28-2011 07:15 AM

take verizon assumptive sales out of training its causing issues in alot of areas

Status: Acknowledged

When submitting a request vie the online e-mail support portal, I get a confirmation e-mail containing a tracking number.

 

Currently, the only important part is the tracking number and privacy statement. This is incomplete.

 

(About 80% of the message contains promotional content about the referral program and perks, which are really off-topic to the support request. Well, if marketing tells you to include this, I am OK with it, but don't leave out the important parts, see below)

 

IDEA:

The confirmation e-mail should include the entire submitted support request for my records and review.

 

This way I can re-read it and make sure there are no mistakes or ambiguities.

 

(Out of habit, I copied and pasted my request to a google doc before submission, but that should not be necessary.)

Status: Acknowledged
BoardSailor

Password names and compatibility

Status: Acknowledged
by BoardSailor on ‎10-04-2011 10:17 AM - last edited on ‎10-06-2011 03:53 PM by Admin Emeritus

I have Verizon DSL Internet service, Verizon hard-line copper-wire telephone service, and Verizon Wireless service. To use these services, I need passwords for:

 Password to retrieve e-mail. Password must contain letters and numbers and be at least six alphanumic characters.
 Password to examine and change Verizon DSL services.
 Password to examine and change Verizon wireless services.
 Password to retrieve Wireless line voice mail.
 Password to retrieve hard-line voice mail. I think this cannot be more than six digits.

 

The same password is not used for all of these places because I have not identified an easy to remember password that is compatible with all of the destinations.  When responding to Verizon messages, I'm frustrated by my inability to quickly identify which of the password is required for access.  Verizon keeps sending me to "MyVerizon," but I suspect that I have two "MyVerizon" destinations.  Then there is also the confusion of Verizon.com versus Verizon.net.  There has been some merging of these, but it is still very confusing.  I'm aware that Verizon DSL/hard-line and Verizon wireless are two different companies, but they need to do a better job of coordination.

 

I'd like to see messages from Verizon contain a clear indication of which or my accounts requires my attention, so I can quickly enter it with the appropriate password.

Status: Acknowledged
Hubrisnxs

Content Availability & Expiration

Status: Acknowledged
by on ‎10-30-2012 05:05 PM

Just a thought that through the IMG and on the FiOS TV ONLINE website, as well as an FAQ for users in the help and support section, you should do something similiar to Hulu.  I was browsing their site, and they have a great FAQ on their service, and it answers questions that could help customers avoid confusion and provide for a better experience.  knowledge is power and right now it kind of feels like it's a guessing game sometimes with regards to avaialability and expiration.

 

Here is the article if interested in seeing what I mean.

http://www.hulu.com/support/article/171123

 

Here is an excerpt 

 

It's our goal to provide as much content as possible and to keep it all on our service as long as possible. However, what videos we post and how long we're able to keep them on Hulu depends on streaming clearances granted by our content partners. We work with them constantly to try to secure more, and they've been great about reaching into their vaults on our behalf.

 

In some cases, videos may expire from Hulu. Streaming clearances can be limited by any number of legal or business agreements that differ from video to video. An episode or movie may expire due to myriad reasons, including music clearances, impending DVD sales and syndication deals, among others. As videos are the heart of our business, we're always working to expand streaming clearances.

 

Whenever a video is about to expire, we do our best to provide information in advance to our users. "Heads up" about expirations are posted in the video description when you hover over a video's thumbnail image five days before it is removed from our site. You may also activate expiration updates for videos in your queue; when turned on, you'll receive an email alert seven days prior to a video's expiration date. You can also find general availability notes on the main page for many shows.

 

 

 

Status: Acknowledged

ok.......I may be a bit ignorant, but it would be very nice if I could clearly see each service I pay for and what the costs are.  I have been a customer for many years and it is really never easy trying to get information out of you. (VERIZON)  All i want to do is remove a few services, but it says I can't, IT'S NOT A VAILABLE, and gives me a number to call.  I call and am told to go online and compare my services, easily?, within MY VERIZON.  Thanks................ ok.  Maybe some other provider WOULD try to help me.

If I asked my doctor to cure my ills............he would not send me to a place that does not work.  HE WOULD SIT DOWN AND EXPLAIN TO ME UNTIL I UNDERSTOOD HOW TO CURE MY PROBLEM.

 

In closing, HOW DO I COMPARE WHAT I CURRENTLY HAVE IN SERVICES AGAINST OTHER SERVICES OR BUNDLES YOU OFFER ?????????????..................CAN ANYONE,  SERIOUSLY! ! ! ! ! ANYONE HELP ME?

Status: Acknowledged
prisaz

Lets bring this up again from 2009 pre ideas page.

Status: Clarification Needed
by ‎04-10-2011 04:50 PM - edited ‎04-10-2011 05:39 PM

Can't print channel lineup in numerical format from PDF or the lineup page. Hard to track what is there and what is not when they are not in order. Change to the channel lineup page and select numerical or alphabetical and then try to print it. Good luck! It only prints what is in the current window, and not what is in the scroll buffer. WHY? Attempt to print a side by side comparison in any format, good luck! I think this needs immediate attention. Look A to Z and try and figure out what is missing at your tier or the one you are considering. That is what I am going to do. How are we to compare without the PC? I think perhaps if people had it in black and white it may get looked at in more detail prior to agreeing to something you may or may not want. Perhaps I am being cynical, but I don't think so. Perhaps I will look at and sort my lineup and make a printable comparison of all three tiers. This post had Zero responses and then was locked. Am I missing something? Could be. I have before.:smileysad:

 files sorted 2 different ways: one my channel number, the other by channel name. The current procedure lists the channels in multiple columns, which is fine, except each column continues onto the next PAGE instead of to the next COLUMN on the SAME PAGE, which is the more logical way to organize it!

 

There have been improvements over the yers, but come one, make the print button print what is n the scroll buller and not one and a hal fpages of trash. Thank you

 

Here is a sample of what should be printable form the side by side comparisons. Or tattles from the channel lineup with the pretty little dot! Pardon the copywrite violations, but I had to give an example. The PDFs are nice. But make everything on your page work the way it should. Let me get a hard copy so I can actually sit down and compare apples to apples. See the attached PDF for Montgomery County Maryland. This is what is in the scroll buffer, why will not print.

Status: Clarification Needed

Can you please explain this concept of "printing"?

 

I think I read about the process of printing in history books... if I recall it has something to do with killing trees and feeding their processed remains into a machine... that machine uses this stuff called "ink" to put the things on see on my screen onto the dead trees...?  Is that correct?

 

JOKING!!! (kinda)

 

Let me see what I can do.

jcole998

Telephone Automatic Response System

Status: Acknowledged
by jcole998 on ‎10-25-2012 07:09 AM

Using the telephone menu system provided by the 1-800-VERIZON number works adequately for account and billing questions. But it is horrible for getting any help with a technical issue.

 

I have two recommendations:

 

1) Provide a menu option that will switch one to a human technician immediately and make sure the option is available on EVERY menu. I have tried to use the menu system to resolve issues and have had no success. There are even portions of the menu system that do not offer a relevant option when you get there!

 

2) Make the telephone system menu tree available for browsing online. I believe that most caller's with technical issues would love the ability to browse the tree to see if there problem is addressed. Users would know right away whether or not their issue is addressed, read the response immediately and may not need to call at all! (Also, there's no double in my mind that users would soon find issues with the tree!) I understand that the menu system is intended to be navigated by a telephone keypad and can be accessed from any touch-tone telephone in the house. Especially from an easy-chair while viewing the issue. But what is 4G for?

 

 

Status: Acknowledged
cdtterm

Update your website

Status: Acknowledged
by cdtterm on ‎03-25-2012 06:28 AM

So I suscribe to one of the faster FIOS internet packages (25Mbs), and there are some websites that load a lot faster than my old DSL (1Mbs) service.  With my old DSL account, ther Verizon homepage/account settings took forver to load compared to other web sites.

 

With the FIOS internet service, my download times for the Verizon website STILL have not improved.  I DREAD anytime that I have to log-into my account to review my account settings/update my services/pay my bills.  I would rather watch paint dry or my grass grow than to go to the VERIZON HOMEPAGE.

 

Please consider updating/revamping your website/servers to allow customers to access their accounts in less than 30 minutes!!!!

Status: Acknowledged
Sorry you're having a hard time with the Verizon website! Please take a look at the suggestion in the comments and create a post on the Forums (forums.verizon.com) for further help.
fisheld

Service and Support -- General

Status: Acknowledged
by fisheld on ‎10-21-2012 12:02 PM

Computer

1. Do not give, and transfer callers to, six different numbers for "expert" tech within 24 hours, one of which leads to the Solar Compound Social Network if called before 9 a.m. eastern and another leading to someone who tells us, in no uncertain terms, that he gets paid before telling us the time of day. 

Television

1. Find a way to, after someone has the service for two years, solve the problem of set-top boxes locking up on the guides.

2. When a technician is set to the home to evaluate problems and he works on the "brains" box, train him  not to leave the customer's burglar alarm phone line disconnected for more than 6 months at $46 per month.

Cell Phone

1. Find a way to determine if a customer's voice mail is working properly before the customer gets the voice mail that his aunt has dropped dead in his mother's home TWO DAYS late.

General

1. Teach techs to transfer calls without dropping the call entirely or sending the caller to a completely different person or department than the one intended.

 

Status: Acknowledged
kevin84

Need better internet in my area

Status: Acknowledged
by kevin84 on ‎10-17-2012 06:41 PM - last edited on ‎10-17-2012 07:24 PM by Moderator

i got idea u guys need to put Verizon in my area we got this  frontier DSL its fastest in my spot is 3mb down an cost $60 cable is only thing good but cost to much right now i got around 30mb an 7 up for $75 they got 100mb down but it cost $200 an 250 to install so if anyone from Verizon can help i live in pa an my zip is 17980 i am like 30 mins for Harrisburg an they got Verizon so plz help

Status: Acknowledged
RalphTomaccio

How important can it be?

Status: Acknowledged
by RalphTomaccio on ‎03-17-2012 02:37 PM

I received a booklet from Verizon in the mail today. To the right of my mailing address it says "In an effort to keep our customers updated about FIOS TV, we'd like to share some important documents with you for review". Well, that seems nice. Then I turn it over and look at the title on the other side and it says "Fios TV - 2011 Annual Customer Notification". What? How is something dated 2011 when it is now the middle of March 2012 keeping me updated about important information? It's already over a year old!

 

C'mon Verizon, how about either a little proof reading or getting this important stuff out in a timely matter? Please?

Status: Acknowledged
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