Customers With Disabilities

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Powering off whole system to fix an issue and re-powering seems to be a fix for a lot of Verizon FIOS issues.  I had to do it again today.  I have to go unplug my master unit and then open the back-up battery unit and unplug the battery.  Seems to me it would be a lot easier to install a power on/off switch on the master unit which cuts off connection to battery.  I truly think at least 50% of your users would not be able what I had to do a few times b/c no internet connectivity. not dial tone on phone.  I am sure my mother would not be able to do it,  but I am sure she could flip a switch is a Customer support person told her where to find it and what to do.

Status: Acknowledged

fix your rewards program

Status: Acknowledged
by gippy on ‎05-01-2014 04:44 AM

Verizon has offered a prepaid credit card to many new members upon signing a 2 year agreement. Which is great and for that I say thanks. Generally the way this process works is you sign up and within 61 days of service your prepaid card will begin being processed. At some point during this 60 days you will receive a letter informing you of this including a link to along with a username and password you can enter to "Simply" check the status of your reward. However Verizon recently started a new rewards program and it seems somewhere along the line someone decided that should be for the new member rewards program and no longer the link for checking your status of your prepaid card. The page that use to be located at this link Was a simple username and password field for entering the supplied username and password to check your status. The new page located at this link details the new members rewards program along with a member sign in using your account username and password not the supplied password you receive in the email or letter for checking card status. Additionally when I tried to call the number for rewards support located on the rewards page it said the lines are currently closed even though according to the business hours next to the number it says they should have been open another 4 hours. My idea is to fix the rewards link or make another link perhaps and if you do already have a place that you can check the status then the letters and emails being sent out with instructions to simply go to and enter supplied username and password needs to be updated with the new password. Thanks for reading! 

Status: Acknowledged

Email or text warning on scheduled updates and internet down time

Status: Acknowledged
by slyry1 on ‎11-25-2013 07:34 PM - last edited on ‎11-26-2013 04:50 PM by Moderator

On Nov 6 at exactly midnight my internet shut down. Called verizon to find out the issue and they said it was an update that wont be ready until 1am. I patiently waited since i was close to finishing up but it was still down at 1am and called back. They said it would be as late as 5am to get up and running. What??


On a normal night, it's not a big deal but this day was not normal. Boss gave me an assignment earlier that day and I needed the internet to do research for a meeting in morning. Ended up having to go to my local Kinkos to use the internet which was 25 min away.


Had I known this update was scheduled by email or text in advance I could of planned accordingly. But in this case, I was in the process of competing my research, waited an hour in hopes it would be back online, then had to drive miles away to finish up another 30-45 min and head back home. Didn't get done until 330 and when I came home the internet was still down.


I'm paying for a service that I'm expecting to be accessible at all times. You can't just randomly do updates and think that just because it's midnight, no one is going to need it (or care). It wasn't an outage or something beyond your control as pointed out by customer service so really there's no excuse not to notify anyone that an update will occur that day, at midnight, and for a number of hours. I mean if you can mass email people about your goods and services, I don't see why you can't do so for things like this.


Wasted a lot of time and money that I didn't think I should have and it would have been better spent on my actual presentation. I honestly feel I should be compensated for having to travel and use an internet service elsewhere, especially when I'm paying good money to "supposedly" have it at home.


Was a major inconvenience.


Status: Acknowledged

Make it possible to email you or talk to a live person when there is a problem. I got hit with a $99 unreturned equipment charge. All I needed was a way to email you with the UPS tracking #. NO way to do it on your web site. Sat on hold went through the phone prompts and finally got a HUMAN. After we were done he had me write down the returned equip. # because he could not send it in an email. That is crazy! Why can't we talk via Email? You are a communications company, why in this day and age do I need to use paper and pencil to keep track of something like that? This is not the first time I have had this kind of problem.

Status: Acknowledged

Upgrade home routers with GigE ports

Status: In Progress
by dmking79 on ‎03-30-2011 08:05 AM

Since higher bandwidth/more throughput was announced this morning (3/30), it would be nice if our home routers were upgraded to include GigE (gigabit ethernet) ports so all that lovely bandwidth doesn't get bottlenecked at the router and we can actually enjoy and use what we pay for.  

Weird concept, I know



And don't make this something insanely easy for new customers to get and make it nearly impossible for current subscribers to obtain.  I know there's no incentive for you to care about people who are already signed up, but it'd be nice if you pretended to care once in a while

Status: In Progress

My Verizon box started intermittent beeping.  It turns out that the battery that provides battery backup in case of power outage needs replacement.  I called the service number on the Verizon box.


The computer dialog explains that the intermittent beep is to alert to battery replacement, and then asks if I would like to order one, giving the price.


All fine until now.  It then asks that I enter my 10 digit customer ID (as opposed, I suppose, to the 18 digit account number).


I'm standing in the basement!!!!  Of course I will have committed the 10 digit number to memory! As an alternative, the computer asks for the amount of last month's bill, to the penny.  I don't remember exactly?  How can that be?


If you are going to require a 10 digit account number, tell me at the BEGINNING of the dialog, not at the end.


All you have accomplished is make me feel like whoever designed this dialog is an idiot.

Status: Acknowledged

Another level of Phone Support?

Status: Acknowledged
by BAnslow on ‎11-26-2013 07:59 AM

There should be another level of Phone Support that we can ask for if the original Tech person cannot deal with our Problems.


Yesterday I spent a while being taken through resetting my STB by the automated voice response system.


The actual problem I was reporting is in the new Firmware, nothing to do with the box itself, but it seems that I need to reset the box first to rule out it being a problem.


When I got through to a real person, the first thing he did, even though I told him it had just been done, was to Reset the STB again.


Then he told me it would be OK now, but if it was not then he would send me a replacement STB.

Well, it was not OK, but I knew that would be the case all along.


If there was a higher level of Support, then maybe I could explain what the problem with the firmware is, and they could add it to the next release.  Also, there would not be so many replacement STB's being shipped.


As it is, if I need to get this problem fixed, I need to go to back to the support board and hope I get someone who knows what I am talking about.


I should say at this point that I have been in the Electronics and Computer Software Design and implimentation for many years, and so I really do know what I am talking about.


Thanks for reading this,






Status: Acknowledged

Improve AMC HD Feed

Status: Acknowledged
by jd5000 on ‎07-28-2011 02:54 PM

AMC has some of the best new programming on television, but the Verizon FiOS feed is terrible.  The quality looks like YouTube, or worse.  A technician at my house confirmed today that the problem is with Verizon's satellite feed, not with anything in my home.  There are also numerous posts about this in the forums:


AMC is available in high quality on Comcast and from Apple.  Why not FiOS?

Status: Acknowledged
I've asked engineering to validate and then root cause these reports.

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.


Connect VoiceMail to VZCloud

Status: Acknowledged
by dubraE on ‎05-21-2014 09:00 AM



I have been a customer with Verizon for over a decade and I've always felt that I've had good customer service which is a reason that I don't Verizon being a little more expensive than some other carriers.  Recently,  I got a letter in the mail about a mandatory cut over to a new VoiceMail system that will require me to take a few steps and my voice messages will be deleted in 30 days of completing the transition. I was told that I could call a company if I wanted to have my messages saved.


Upon calling this company, they explained that fees for just 11-21 messages saved on a CD would cost me around $60! This seems crazy when a CD costs less than a dollar and shipping is minimal as well ($5-6). I have voice messages that are valuable to me - happy birthday wishes from relatives who are no longer with us, congratulations messages from when my daughter was born, even my barking dogs saying "hello" when I was on a trip for work. Verizon should really have considered connecting voice messages to the VZ cloud to allow customers to download their own audio files free of charge, which would be a much better service to customers, especially given the fact that the switch over is mandatory and members are already being inconvenienced a bit in the process. The audio files would be small, so it seems unlikely that Verizon would have space constraints in doing this. Instead, the work was outsourced and customers are having to either pay sort of crazy fees to hold on to their messages, playback the audio in a  speaker to speaker faschion, which will result in poor quality, or just lose those memories forever when Verizon deletes them. Yikes!


I hope these messages are read. It would be a great add for Verizon if customers could listen to/download their favorite memories off the VZ Cloud.


Status: Acknowledged

I think Verizon needs better record keeping on their part when it comes to what their customers actually have. I received a phone call from Verizon about a special offer to upgrade my internet to quantum. Sales person went into the whole sales pitch only to be told I already have it and actually have had it for awhile.

Not only was the call pointless, the saleman could have been calling someone else who actually didn't already have it.

Verizon shouldn't be calling people trying to sell things the customers already have.


Status: Acknowledged

I just received a replacement router from Verizon (after 4yrs, my original router started failing). The Actiontec MI424WR.  This router has 2 USB ports that are currently unsupported.


Here is a quote from the User Manual


"The USB LEDs illuminate when the FiOS Router is connected to a device via one

of its USB ports. These ports are currently inoperational; they will be activated in
a future firmware update."


When Verizon Support was contacted about the firmware update, all they said was that they didn't know when an update would be available to support the USB ports.


Nearly every descent router available today has at least 1x USB port that could be used for Network Storage (external harddrives), thumb drive etc..


With the money that us customers spend on the Verizon service and the inability to use anything but Verizon supported hardware, it is a real shame that Verizon can send out out-dated hardware and expect their customers to be satisfied with it.


Verizon, please provide a firmware update to the Actiontec MI424WR Router beyond 40.19.36 that supports the 2x USB Ports.



Status: Acknowledged
Thank you so much for this post. I don't have the answer to this one, but I can pass it on the HSI/DSL team.

service and support

Status: Acknowledged
by hwoolf3 on ‎07-04-2014 03:49 AM

The tie down bracket on my home holding the cable from the pole was pulled off by a falling tree branch.

My service was not interuppted.


I tried to use the on line suppoert chat but never got connected.

I then called the repair line on the telephone and I have been on hold for over one hour to report the problem.


It would be helpful if I could e mail or text the problem and wait for a response instead of waiting on hold for this period of time.


In the meantime I tied the cable up high enough so it would not be danmaged bya passing vehicle




Status: Acknowledged

The Actiontec routers have a USB port on them but it can only be used to provide internet access via a PC/Laptops' USB port. Allowing the USB port to also work with printers would be a great enhancement to the functionality of the router. By only allowing the USB port to be used for internet access, you are limiting the great functionality of the router.

Status: Acknowledged
Thank you for your note, I am passing this on to my team! Stay posted! -Chris

Sounds simple, but apparently it's not. For example, in your instructions on setting up an email account with Outlook 2010, in Step 9 of 10, you state in the instructions to be sure that the SSL encryption box is checked for the pop3 server and for the outgoing server that the encryption type is specified as SSL. 


Unfortunately, your illustration does not have the box checked and encryption is specified as "none."


I lost a half an hour and my temper using the illustration to set up my account before I re-read everything and found the disconnect between the instructions and the illustration.


Why not hire an English major to read all of your instructions and and determine that the images actually match the instructions. Do not use an IT person for this.





Status: Acknowledged
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