Customers With Disabilities
Enter New Idea

Today there is a large outage in my area, which I didn't know about. I got onto online help and after nearly 20 minutes of the model-checking and account verification, etc. They learned there was an outage only after running a line test. It seems like such a waste of time. If the problem is that the internet is down, it seems like a best practice would be to see if there are outages before tightening the scope to a router or household line level.

 

Also, good touch on the spell check button. I know it helps you out as much as everyone!

Status: Acknowledged
Thanks for the idea. I will pass your comment on to the apprpriate team.
Chris0000

Better Customer Support

Status: Acknowledged
by Chris0000 on ‎01-20-2013 08:28 PM

The phone menu appears to be useless. Every time a customer calls for an issue, there is a ridiculous amount of menu selections and info gathering.  The automated system that collects the info does not pass along the info to the agent, and the agent that passes you along to the next agent does not pass any info either.  Customer service is key to keeping customers. FIOS support is worst I have ever experienced. At the very least, the process could be improved to retain more info and improve the phone support.

 
Status: Acknowledged
walstib

Viewing Outages

Status: Acknowledged
by walstib on ‎07-06-2011 09:56 AM

During a recent local outage I spent quite some time diagnosing and troubleshooting. It would be nice, and customer oriented, to have a conspicuous link for communicating information on outages. Brighthouse has this customer feature.

 

Note to Verizon upper management: having such a link does not indicate to the customer that Verizon is not reliable, but rather that the customer can be assured if/when an outage does occur they can quickly locate information specifying details of the outage and what to expect. This should serve to strengthen Verizon's incident reporting management efforts. Certainly it would make for better customer relations.

Status: Acknowledged

I am wondering if Verizon has any plans to support IPv6 on FiOS and DSL even as a public beta before World IPv6 day.

 

Verizon Business has been quoted in Network World as participating. So far, Comcast has made you all look really bad regarding IPv6 support. They've done public trials, while Verizon has done just a tiny little employees-only trial.

 

If this is such a new and advanced network compared to the cable companies, why should it be hard for you to enable FiOS and  DSL for IPv6?

frustratedinss

Ability to complain directly

Status: Acknowledged
by frustratedinss on ‎08-06-2012 08:08 AM

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.

 

Status: Acknowledged
mlack4

Bring FIOS to Charlotte, NC!!

Status: Not Likely
by mlack4 ‎03-16-2013 06:12 PM - edited ‎03-16-2013 06:17 PM

Verizon, please bring the FIOS services to Charlotte, NC. The benefit for the city as well as your company is undeniable! Charlotte is one of the nation's fastest growing cities and 2nd largest banking hub, as well as home to 3 universities, one of which specializing in cutting edge mechanical and electrical research innovations. Not to mention the over 750,000 people in the city alone that would be greatly appreciative of the added option for tv and internet services. The only real competition in the area is Time Warner Cable who makes no effort to improve lackluster customer service and monopolizes the vast market in the area. Please consider expansion to North Carolina Verizon!!!

Status: Not Likely
Currently, there are no plans to offer residential service in Charlotte, NC. Thanks so much for inquiring about FiOS.

Hi,

 

I would like to see a section where you can post that acknowledges a Verizon Employee for good Customer Service Etc.

 

I myself have been very fortunate that Anthony -VZ (Employee) has reached out and helped me with numerous issues this year.

 

Verizon is very fortunate to have Anthony on their Team; He always try's to reach out and help me on the Verizon Community Boards.

 

Kudos to Anthony!

 

Keep Up The Great Work We Appreciate You!!!!

Status: Acknowledged
gregos

Mail Notice

Status: Acknowledged
by gregos on ‎05-28-2013 05:30 AM

 

It would be nice if someone can be notified of watever mail/bill outstanding, via maybe a flashing star on the TV, this kan be specially designed for customers of a certain age (maybe) since a lot of people may look at the TV more than be in their eamil.

Status: Acknowledged
A Payment Due reminder on the television? That's interesting. I will pass this on to the Guide and Billing teams.

I use this as an example, http://www22.verizon.com/Support/Residential/Internet/FiosInternet/Email/Setup+And+Use/QuestionsOne/...

All articles shoud include the date they were created & some indication if they are still valid

 

A bing search I did found a contradictory article (Re: sub accounts t)on ehow that mentions a limit of 4 sub accounts & reference to a fee...

Status: Acknowledged
mktron82

Do I, as a Verizon Fios customer, have any voice at all?

Status: Acknowledged
by mktron82 on ‎01-18-2012 04:39 PM - last edited on ‎01-18-2012 04:47 PM by Moderator

I have had TV and internet service now for about a year and a half.  My experiences thus far have been very disappointing to say the least.  

 

I call this afternoon at 5PM during my JOB's working hours to ensure I got ahold of someone.  I understand Verizon operates under "banker's hours" and closes at 6PM.  Strange as other competitors don't offer that inconvenience.  I finally get a woman on the phone after 15 minutes of sitting on hold only to get nothing but attitude.  

 

She would not grant me access to my account.  Apparently, because I don't have my acct no# memorized or my home file cabinet here at work, providing my social security #, address, phone #'s, etc. just wasn't good enough.  With her "I could care less" attitude, I was FINALLY able to get her to help me after logging into my bank acct to tell her how much my last payment was.  Even after I did that, she said I was at the wrong dept and she couldn't help me!  She kept referring me to go online..Doesn't that take the service out of "customer service".  If online is where all the solutions to my problems are, then what's the point of even having anyone answer the phone at all??

 

Then, she transfers me.  Sitting on hold another 15 minutes, the next lady asks me if this is for service in NY...WHAT?  I asked her why as I reside in VA.  She said she was for NY accounts and therefore, she couldn't help me!  Mind you, this is after her giving me trouble to access my account.  A cable account shouldn't be harder to gain access to than my own bank account!  It's like Ft. Knox just to get access to some cable and internet usage.  Ridiculous... 

 

After she tells me she can't help me, she tells me that she's going to transfer me AGAIN and after expressing the circles I was doing to get my issue resolved, she tells me that she will transfer me, but there's no way of her knowing where or who I will be transferred to???  REALLY?  ARE YOU KIDDING?!?!?!  

 

I was so put off by the previous reps lack of regard or care for my situation, treating me as if she could care less if Verizon lost me as a customer or the fact that I was not happy with the current situation, I started to explain my dissatisfaction of how this was being handled thus far to her.  In mid-sentence, the customer rep cuts me off by putting me on hold!  Leaves me there listening to that annoying music for another 20 min only to get transferred to a very nice gentleman.  

 

After talking with him and feeling, "Okay, there's some hope here", he reveals that he's only tech support and after 20 min of filling me with hope, can't do anything for me at all!  Why o' why would three reps send me in circles??  Why, as a customer to have to take so much time out of my life??  When o' when is Verizon going to reciprocate and meet my needs and requests??

 

At that point, the gentleman sent me to another dept, stating that they could definitely help me get my issue straightened out.  The lady, luck of the draw, was just as sour as the first!  I work in customer service and I was so shocked by the lack of courtesy and genuine care Verizon was offering to me, to say the least, I couldn't pick my jaw up off the floor!  She was rude, talking over me when I tried to explain to her my situation and when I asked to speak to a Manager, she tells me that she won't let me unless I tell her why.  WHAT?  I mean, WHATT???  Verizon, please Verizon tell me that this isn't the way you do business and expect to keep customers, right?!?!   As a customer, I have a right to speak to a manager, right?  Do I have any rights here at all???

 

She then tells me that she can't help me because my account has been suspended.  Uh, duhhh, that's why I'm calling!  Soo, at 6:16PM, she tells me to call this #800.483.1807.  How nice of her, right?!  NO!  I guess she just wanted to get me off the phone at that point so she gave me some bogus hope that I would get my issue resolved.  Wow, I call the no# and oh look at that, the office is CLOSED!  This is EXACTLY why I called at 5PM, took time out of my workday and ate into my employer's time so I could ensure that I got a hold of someone in time.  At no fault of my own, being transferred in this cluster of call centers and depts, I missed it and by the time I got to them, they were closed!

 

I am frankly disgusted by the service or lack thereof.  No one seems to care, or, at least act like it (for god's sake- customer service 101!), and Verizon wouldn't even bat an eye if I were to cancel.  

 

After spending 30 minutes trying to remember my login info to get on here, I was finally successful in doing so.  A shame it is that I have to go online to get good service, if that's what you call it.  All I can do is shake my head to you Verizon and say "shame"...Shame on you for hiring people that have crappy attitudes and are not well equipped to take calls or customer grievances, etc.  Shame on the trainers who failed in training these customer reps in providing excellent customer service.  

 

Do you strive to be average Verizon?  With all the buzz in the early stages about how wonderfully great Fios is, how cutting edge, I thought average wouldn't be good enough for you; not even great.  Exceptional is the word I'm seeking and I'm not only saddened and disappointed, but angered and distraught by how I've been treated and how you have painfully failed to live up to people's expectation.  Truly sad... 

 

Since no one seems to care, my ideas for improving service and retaining more customers is as follows:

 

1.  Be available AFTER people get off work; not just while they are working.  We lead busy lives...It's YOUR responsibility Verizon to go out of your way for your customers; NOT your customers constantly having to go out of their way for you.

 

2.  Better train call center reps so that they can at least "act" like they have a genuine interest in the customer's satisfaction and overall outlook on Verizon.  Acting like they care goes a LONNNG way.  If you want to retain customers at all, it is URGENT that this be addressed.  

 

3.  Get better organized.  When I call, I shouldn't have to give you my birth certificate # or some other crazy personal info to gain access to my account.  A simple phone #, SS# or 4 digit code, like what Comcast does, is sufficient.  Arguing with me that what I'm providing is not good enough and trying to convince me to go on the web site to address my issues is a LOSE/LOSE outcome for Verizon all around.  Ridiculous...(still shaking my head) 

 

4.  Shorter wait times or AT LEAST get XM radio as the on-hold music.  When I have to sit for 30 min to an hour+ on hold, that annoying whining music is dreadful.  If I have to wait that long, at least put on XM radio.

 

5.  Update the call centers so that each rep knows EXACTLY which #'s are to which depts and which extensions to transfer us customers to instead of sending us on a wild goose chase that we have no control of.  Sending to the wrong depts and then only to NOT be able to get assistance because your "closed" is not the right way to go about it at ALL!!

 

6.  Care...common sense (or not?) Care about your customers.  This is CRITICAL.  It's only a matter of time, if nothing changes, before you will be begging customers to come back once they've gotten tired of putting up with this lackluster service. 

 

7.  Don't "black list" me.  Just because my account is suspended doesn't mean you WILL NOT and CANNOT help me.  If I call to do my due diligence and pay my balance HELP ME!  What's so difficult about that, I don't know.  BUT, saying you can't help because I'm behind makes me feel like I'm outcasted or shunned.  Is that the way you, Verizon, intend to make your customers feel?  Tisk, tisk is all I can say about that... (still shaking my head)

 

8.  Do your due diligence... If I pay $404 to get my account caught up, why o' why do I have to wait 4-12 hours for service to be reinstated????  I did my part...you need to do yours.

 

I could keep going, but do you really want me to?  Is this falling on deaf ears or are you turning a blind eye?  It wouldn't surprise me at all at this point...after the experiences I've had, nothing would.  Needless to say, the nails have been driven in...one less customer for you to have to worry about Verizon after tomorrow.  

Status: Acknowledged
I'm so sorry you had such a terrible experience. If you still have a problem that has yet to be resolved, please create a post on the forums (forums.verizon.com) to see if one of your peers can help you. If they can't, one of our support techs may be able to. Good luck!

In current plans and in many older plans, Verizon includes the QIP 2500 Motorola SD STB at no charge.  These older devices are pretty much on their last legs, but they still provide pretty good SD service.  It would be nice if the company took the remaining old stock of these boxes and made them available, perhaps one to a customer, on a first-come-first-served basis at local Verizon stores.

 

I know that I'm asking for something for nothing, but these boxes are probably just sitting around and taking up space in VZ storage locations.  Meanwhile they could prove useful to existing customers and also generate come VZ goodwill (which is at times in short supply).

Status: Not Likely
edcronin

Lessons Learned for Techs

Status: Acknowledged
by edcronin on ‎03-25-2013 01:28 PM - last edited on ‎03-25-2013 02:04 PM by Moderator

Techs should review the work orders that were compiled in order to correct  the problem of losing the internet connection at our house. It took  Verizon Techs from Sept, 2012 to Mar 15, 2013 to correct the problem.  It was a tech named {edited for privacy} who saw the problem before he even came inside our house. It was a simple solution . He just enlarged the "loop" where the cable was attached to the house! All the other techs concentrated on the inside of the house or thought it was our computers, Ipads or portable phones.

Status: Acknowledged
That must of been frustrating. So happy to hear that the tech identified and corrected your problem. I will submit your recommendation to the appropriate team. Thanks for sharing your experience.

I have been making payments online for years.  It is always a struggle of some sort.  This month, I find that my payment from last month never went through and I now have to pay a huge amount by the end of this month.  I realize I should have been watching my bank account more closely, as I usually do, but for some reason, this one got by me.   I want to know, why I wasn't notified that my payment failed?  The last information I have is a payment confirmation from the day I paid last months bill(or thought I did).

This is a serious customer service flaw!  If I had been notified immediately, I could have corrected it immediately.   And the only reason I am posting here is because the live chat with a human being is not available at present and making a phone call to this phone company is not met with a human.  I'm very frustrated and thinking about dropping this company. 

Status: Acknowledged

SIMILAR TO THE WESTIN HOTEL APPROACH DIAL ONE NUMBER AND THAT PERSON THAT ANSWERS WILL TAKE CARE OF ALL YOUR NEEDS RATHER THAN BEING PASSED FROM DEPARTMENT TO DEPARTMENT TO INDIA INTO THE VERIZON SUPPORT VORTEX, NEVER TO RETURN...

 

BTW - I KNOW YOU DON'T WANT CUSTOMERS TO CALL AT ALL TO REDUCE YOUR EXPENSE AND INCREASE YOUR PROFIT. TOO BAD, THAT'S WHAT IT TAKES TO GET THE JOB DONE. 

 

THE CURRENT LEVEL OF SUPPORT IS EXTREMELY POORLY ORGANIZED, THIS IS A LEADERSHIP PROBLEM AT VERIZON.

Status: Acknowledged
Thanks so much for the suggestion.That's an approach many users would most likely embrace. Of course, I don't get to make that deicision - but I will pass it along the the appropriate party.
maolsenspam

wi-fi connect for Mac

Status: New Idea
by maolsenspam on ‎10-18-2011 11:58 AM

Ok, it's not an entirely new idea since Verizon has been saying that they are working on making Verizon wi-fi available for the Mac for over 2 years.  In the May/June issue (of 2010!) of the Verizon Spotlight they even listed it as being here!  Now all they will ever say is that they are working on it.  Supposedly they have have been for 2 years... It doesn't take 2 years to provide that access to wi-fi. How many man-hours per year has Verizon devoted to this?  I would think that they have not been working on it at all, but rather have been using that statement as false advertising to keep us Mac users here.  The Mac user base is growing and isn't "insignificant" anymore.  It's only a matter of time before I and others will bail due to failed promises and head over to competition that takes Mac users serious.

 

So, this is the NEW idea I'm posting: Actually work on providing wi-fi access to Mac users rather than 2 years of promises.  At the very least, give us a ballpark date of when we can expect it.

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