What is up with having to wait so very long on the phone to talk to someone at Verizon -- why go through all the annoying "Auto-prompts"?  The online chat cannot seem to respond any better.  People talking to people -- is that innovation or just common sense?

Seems pretty stupid to have to wait for devices to be shipped to you as opposed to wlking into a Verizon store and exchanging the broken unit with a working unit.  If anything, have the Verizon Tech Support provide a voucher # so the Verizon store can be reimbursed for the part.

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 have been pleased with the FIOS Services for many years.  However, I recently had a TV connection that required a technician to come to my home.  I have no problem with the charge for the first 30 minutes.  That seems more than enough to repair a problem with an exisiting service.  I have had a TV in an area for at least 5 years, the signal deteriorated and I was unable to correct it with the normal unplugging etc.  The technician came and replaced an existing wire- the charge beyond 30 minutes was exhorbitant to replace an EXISTING wire.  I think it is a reasonable and fair business practice to give a customer an estimate for repairs- and an explanation as to why replacing a wire that is already in place should take longer than 30 minutes (from a kitchen to an open basement).  The customer service rep repeated that I was charged for the service I received and gave a small credit for my next bill ($75)- adding insult to injury.  Estimates of large bills are reasonable- being overcharged for a simple task is frustrating and unnecessary.  I don't expect when I call for a technician it should be a situation where I have no idea (other than the first 30 minutes) of what I will be charged.  

I would like to submit a complaint to customer service, however your site keeps bouncing me around and never offers the opportunity to email a complaint.   So I am forced to do it on a community forum.

Phone lines are down, and I had to schedule a repair.  You can't get a human being on the phone to discuss it.  They expect you to commit to being home from 8AM-6PM, and won't give you a more specific time.  Other utiiity companies give you a 2-3 hour window of time.  Who is home without obligations from 8 to 6 these days?  But I need my phone service back.  So I am forced to schedule a day and hope that the repair person arrives when I am home, which will be on and off throughout the day.  If I knew when they were coming, I could shift things around to make sure I am here.  But I can't do that.  Already I am very frustrated with the Verizon voice mail service because at least half of my messages get cut off, and I've had no resolution to this problem with the suggestions offered by tech support.  This service issue doesn't help make me feel warm and fuzzy about sticking with Verizon.

I'm not sure this is where my idea and/or complaint should be placed but, I placed it here because Verizon dosen't make it clear where else this should be done.

I am a loyal Verizon customer. Every way I communicate whether it through the Internet, TV, Home phone, Cell phones, Business phones, it is through Verizon. I might add that I'm happy with the services.

What I'm not happy with is the customer service. For a month and a half now I've been trying to upgrade my home DVR to the new Motorola STB. I started by contacting Verizon Fios Customer Service. I was told I had to order it online and that I could do thatfrom the "My Verizon" page. I couldn't. I then re-contacted Verizon Fios Customer Service and asked what the website was. I was told I needed to order the STB from a Verizon Plus Store. I went to the Verizon Plus Store and was told I could only order it online. I asked for the website address in which I could make this order and was given the address. This address tells you it doesn't work anymore and options that take you to the new service ordering page at Verizon. I finally got fed up and called the Verizon new service phone number where, I finally got a hold of a Verizon employee that had great customer service sense. He told me I could order this box because they were out of stock from Motorola and wouldn't have any of the new STB's until March. He told me the website to order it didn't work because they were out of stock.

Here is my idea. Verizon tell you're employees to just be honest with your customer from the beginning! The last person I talked to realized I was a good customer, willing to PAY for what he gets and just needed to be told the truth.

Wake up Verizon, **bleep**-ing your customers especially, you're good customers is totally unnecessary. Think about your good customers (ones that exclusively use you and you only) and do your best to keep them, good customers.

I run a business myself and not only do my good customers get treated well they are given discounts for their loyal and exclusive business.

This experience has left me paying more attention to the competitors offers.

Just a thought from a good and loyal customer who would just a-soon stay one.

Put yourself in the shoes of any customers.  When your services are down and you're working and have responsibilities, would you appreciate being told that you have to wait and be around all day at home from 8AM-5PM for a tech to come to your house?  I don't personally know of anyone who honestly has the time or the patience for that and when that happens, I don't know which kind of inconvenience is worse: not having the services or having to sit home all day just for someone to come and repair the problem itself.  It's very inconsiderate and I'm not blaming these CSRs for only having access to all day appointments in their system.  It's poorly managed and I am sure that techs are on a schedule of locations.  There is no logical reason why we, customers, cannot be at least given a 4 hour time frame to work with.  Expecting customers to sit home and wait the whole day is unacceptable and unreasonable!   

And I find sometimes that when I request a time frame, the CSR will be put me on hold 3 times sometimes while instant messaging someone in the dispatch department only to find that I can't even get an answer to my question.  I don't know about you but my time is limited and valuable. 

Listen to your customers and please do something about this.  It's very unfair and just because we don't have the luxury of being able to quickly change providers doesn't give Verizon the right to take advantage like that.  Verizon is a good product and I don't dispute that in the least but from a customer service perspective, I feel like Verizon doesn't care by only giving customers all day appointment times. 

It would be nice to wait on sending the survey if your customer is still expecting a tech visit.  because it's likely that their issue has not been resolved.

Its about time the USB ports on the Actiontec mi424wr get turned on so USB external harddrives can be networked. please do so.

Verizon:

Please note that Verizon Customer Service Agent Mark {edited for privacy} responded to my telephone request to set up my FIOS TV Service on my new TV. Since I haven't slept for two days and know very little TV lingo, I was completely incoherent when Mark started to help me. Then, after I got everything set up, I messed it up and had to start over. Mark refused to hang up and helped me get it done again. With service like that offered by Mark, Verizon will be in business for a long time.   Give the guy a bonus and more hours.  He deserves it.

JGT

listen, i love your service. i used to be a fios customer years ago when they first rolled out into my area and after moving in with the gf i've had to literally suffer with cablevision for 2 years until earlier this week when we got fios. 

anyway, on to my ideas.

there are too many duplicate channels. for example wcbs in ny is channel 2 and channel 502 for the sd and hd feeds. now i understand the need for both feeds, not all consumers may have hdtvs and you need to provide for your entire consumer base but why... why cant the stb (which knows it's connected to an hdtv with a aspect ratio of 16:9 - it's one of the settings under the menu) know that when i press 2 on the remote control to automatically default to the hd feed? i've had 30+ years of of channel surfing and having to press "c" after pressing "2" just doesn't seem intuitive. my intended work around is just to add the hd and sd channels (that aren't available in hd) to my favorites just so that when i'm channel surfing it can be an easier and simpler process instead of trudging through the guide.

that brings me to my next idea. could there be a setting where pressing the guide button defaults to my list of favorites instead of requiring me to press "options" and then navigating to my favorites? they're my favorites for a reason. they're my go-to channels and they're the ones i want to check out first before the rest of the channels. if i'm on the guide and want to see what's on create21, recipe.tv and the hbo's, showtime's etc... i'd prefer not to have to scroll through international channels that i would never, ever watch. or all the public access channels for that matter. i understand that it's providing access to programming that some people like but in all my years of having cable i have never, not once, watched public access, or cspan, or the home shopping channels and would LOVE to be able to not have them in my guide so my channel surfing would be a much simpler and easier process allowing me to find what i want to watch much quicker without trudging through all the filler.

additionally... i tried out media manager. i was hoping it would allow me to get rid of my roku and plexserver on my computer. sadly media manager just doesn't look good, navigating through what video files i have lacks the bells and whistles of the roku - granted the roku is dedicated to doing what it does while mediamanager on the stb is more of just an additional feature since that isn't what the stb is intended for... but my god would it be a brutally awesome feature if it played many more file formats and gave similar information like the roku does when it's connected to the plex server.

also... why give me a router with usb ports that are disabled? i was hoping to attach my printer to it for network printing.

i love your service. it may seem like i'm ranting but in reality i just want to see you guys blow everyone else out of the water.

I still wish the STB/DVR img or firmware would stop broadcasting or multicasting. The STBs and or DVRs should use, or set their locations in the Verizon router's DNS for advanced functions between the boxes, or configure the locations in each box. The Broadcast and Multicast should only be used on the local network when it is required for streaming, or perhaps updating the img guide. Not continuously. Since this is a local network with under 10 nodes, it is not like what is required on the Internet with millions of nodes that may need the same info, such as guide data.

I think the rate right now is about every &$*$(*$ SECONDS!

I live in Kittery ME, and I am currently getting screwed by my cable and internet provider. There are only two options for internet service providers in my area, Comcast and Time Warner, both of which are two of the lowest rated companies in the U.S. I signed up for Comcast internet about 6 months ago and have been getting cheated ever since. Their service has been terrible and they are constantly adding additional fees to my bill. I feel powerless because I can't even cancel my service, because I need internet and the only other option is supposedly just as bad.

Please, please, please start providing service to the Kittery ME area!!!