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
I recently had an issue with my Internet service and I call tech support. Not unusual, it happens. My problem is that I could barely understand the technician and had to call 3 more times to resolve the issue. Okay that happens too. So today I get a call to see if my service was working and there were no more issues. I explained to the person calling that my issues took so long to resolve because the technician had a heavy accent and had asked if there was someone else I could speak too. I was told there wasn't anyone that I could speak to that spoke english better. The person explained that if in the future there was this issue that I should ask to be transferred to someone in the US!!!! WHAT?!??! i could not believe what I was hearing. I have to ask to be transferred to someone in the United States. It turns out the person who was calling me was in INDIA!!! I find this incredible that Verizon does this knowing that our unemployment rate is so high and our economy is in the tank.
So my idea is this. How about stop farming out tech support to another country because it may save money. Or whatever reason they might have for providing such a disservice to our country. The country they are based in and their customers are based in. If I put in my phone number and its in the North East US then I should be speaking to someone here not 10,000 miles away. Just a thought. Maybe I am wrong and maybe I am just a jerk for saying it. But I don't think so. I think that all companies should hire people in the country their customers are. Create jobs for those people who need them and perhaps use those services.
Okay I will get off my soapbox and shut up now. Have a great day America.
on 08-03-201209:23 PM - last edited on 08-04-201206:26 AM by ElizabethS
I've been a customer of fios for over 3 years. I've never been delinquent on a bill. I hardly call customer service for anything. I heard that there is a new fios router that is GigE and 802.11N, whereas my current router is 10/100 and 802.11G...
I called to speak with a csr and was told that she could not guarantee which router was sent from the garage and that it was the V3 that I wanted. She told me that if she could, she would... But instead to try the Verizon plus store near my house and that they would swap out my old 802.11G box for the new v3 --- and would do it for free.
So I called the Verizon store near my place... They were nice and said that unfortunately they don't have these new v3 boxes yet and that I should try calling Verizon fios directly because they can help me.
So I called. He person I spoke with told me I was mistaken and that I was given bad information. That they can only swap like equipment.
Seems like each department is given different information...
Which brings me to my idea.
a) train all staff equally
B) allow your good customers... Those that have recommended your service to many many many people... Those that pay their bills. To upgrade to the latest equipment...
Why would you penalize EARLY ADOPTERS?
Why would you alienate the same people who help your NPS?
It doesn't make sense. You have a better chance of retaining me longer and having me remain a promoter much longer - which will lead to a higher ARPU.
But instead you risk losing a customer and converting me to a Detractor.
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:
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?
I keep seeing great offers for new customers and while I expect slightly better deals for new customers it is still important to show current customers you value their business.
I was recently informed by a Verizon chat Supervisor that only new customers can get the GigE router, even when problems arise due to the nearly decade old wireless support in the prior routers which is prone to interference.
However, I would not need the GigE router if my current router supported the 5 GHz band and/or DECT. When I presented my problem and solution to customer service I was informed that I could not swap my router out for the GigE router because only new customers are getting the GigE router. It's not a matter of download/upload speed for the wired portion, it's a matter of the wireless connection of the prior versions sucks when there is any interference.
Additionally, customer service reps should be able to send out exact replacements for remotes, not just the 2 device remote. Can you tell me why a supervisor needs to waste his/her time conversing with customers in order to inform them the 4 device remotes are no longer available as replacements and that I should contact customer service to get the correct replacement and/or possibly a credit for the purchase of a replacement.
Finally, why should I have to pay shipping for swapping out equipment because Verizon chooses not to allow one to swap equipment at a nearby Verizon B&M location.
So Verizon, you might want to slow your decent or completely reverse course otherwise you're verging on Comcast territory...but without the large customer base to remain afloat once that image problem takes hold.
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.
I recently noticed the change to Verizon policy requiring customers to pay for a replacement remote control ($14.95). Why is there a charge to replace rented equipment? The whole idea of renting is so the vendor remains the owner and responsible party to ensure equipment replacement. Is the remote no longer a part of the charge paid monthly for each converter box? Will Verizon be lowering the monthly box rental to recognize that remotes are now being sold separately? You are charging bundle customers on average about $200 monthly or $2,400 per year. Does it seem appropriate to charge $15 to replace worn out remotes? If some customers were abusing the replacement policy, then address that issue directly by simply limiting the replacement cycle or requiring the return of the old remote. Please explain the thinking on this matter.
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.
Last night at 12:15 right in the middle of a good program, my DVR reboots. OK I get to miss about 5-10 min of the program. I understand at times it is required to force a reboot, but why and when? How about a message that the STB needs rebooting, and let the customer do the reboot after the program?
Verizon needs to be able to look up verizon truck license plate numbers to connect to their cell phone. I was on hold for with verizon for 45 minutes because they didn't know what to do! I WILL NEVER BE A CUSTOMER OF VERIZON AFTER THIS EXPERIENCE. I talked to them about 3 mintues from the 45 minutes I was on hold. HORRIBLE HORRIBLE HORRIBLE
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.
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.
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.
byas2higpark02-21-201311:22 AM - edited 02-21-201311:24 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.