Verizon should provide to every customer that call to VERIZON customer service telephone lines a tracking numbers or confirmation numbers as a proof that the inquire/complaint has being entry in the VERIZON system.  This will help the customer in case that he/she will not receive answer to their call.  It is very difficult to wait 15 minutes on line to speak with a customer service representative and at the end of the conversation receive no help at all. 

I am suggesting this because the Verizon representative that I spoke today told me that VERIZON do not have a confirmation or tracking number to give me.

how about a better organized single main menu that doesnt have so many indirect options. today i got re routed 4 times because i chose bill pay... and the question i had had nothing to do with my payment of my bill. how about a button for billing... then different options.. like make a payment, questions, and or general help.

 

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.

How about providing instructions for setting up a wireless network for those subscribers using a Mac instead of a PC?  In-Home Agent is not an option for me.  The Mac version of the In-Home Agent will NOT install on my Macbook pro.  I have tried countless times with no luck...

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.

At 5:00 AM on a Saturday, we discovered we had neither telephone service or internet service when my husband got a call on his cell phone from work because he is on call during off-hours.  I called the 800-VERIZON number and WAITED ON HOLD FOR 1 HOUR AND 5 MINUTES before the Technical Support Agent took the call and proceeded to tell me that they were doing maintenance on those two services in my area and that it would be back up and available by 8:00 AM.

 

Why can't Verizon send out an email earlier in the week to the subscribers in the area that is getting the maintenance to let them know that which services will not be available and for approximately the length of time of the outage?  The banks and the credit cards we deal with always tell us ahead of time that their site is going to be down and then we obviously do not go into those sites during that time.

  

Or why can't Verizon have a recording that says "maintenance is being done in your area and service is expected to be back at approximately [give a time]".  In that way, callers would hear the message and then hang up without waiting endless minutes to have a Technical Support Agent say this.  Our electricity provider has a recording that states areas that they know there is an outage and this is helpful because customers know that they are aware of the situation and when they expect to have the service back. 

   

I think it is absurd that you would let a valued customer hold on the phone for 1 HOUR AND 5 MINUTES only to be told information that could have been told previously (in an email) or when they call (with a recorded statement) so that they do not wait on the phone.  Verizon could eliminate some of their calls by providing this kind of information in advance and therefore it would cut down on the calls coming in or the callers staying on the phone to talk to someone.

 

 I expect to receive an email or a phone call from Verizon to discuss the experience I had as it would totally unnecessary for me to spend 1 HOUR AND 5 MINUTES on hold at 5:00 in the morning.  I could have spent that time sleeping for the upcoming busy day I had.

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.

Since you only cover the battery for one year of my two year crontract I have to disconnect it now that its beeping. I really don't think someone should have to pay for a battery under the contract.

I was told that Fios would cost no more than my DSl (and phone), and there were no installation charges.

They then billed me 60$ for Activation - which is throwing a switch. 

I objected, they relented.

I upgraded to 50/25 Quantum, but never got that speed Sometime 9, sometimes 17. They tried and tried.  Hours of tech support. A technician visit. Three remote sesions. Finally we plugged the new laptop into the ethernet and got 50mbps.  "Oh we don't garuntee wireless speeds of 50". 

How come the desktop PC doesn't get 50? 

No telling.  must be slow hardware.

No, the NIC is optimized at 100.  It's plugged into the same router.

Dunno.

Here's the Idea.

 

Tell people that 50/25 requires a direct ethernet connection.

Tell people Activation and Installation are different things.

Don't have the customer spend hours on a problem.

Please, please, please fix the issue with associating a cell phone number with FIOS account. Every time I call CS the automated system confirms the number I am calling from and says it has my information but when I eventually reach a live person (after sorting thru another dozen automated options) the live drone on the other end says they don't have my information and that the cell number I give them is not associated with the account. This is usually a 15 minute ordeal at the beginning of every CS encounter. I am always assured at the conclusion of the call that my cell# (which is the only number I have) is properly associated with the account. But the next CS call, usually regarding FIOS billing issues or other inept CS actions, results in the same 15 minutes of h#~ll. If Verizon can not offer this option then don't claim to have done so at the beginning of the call. It's frustrating and alienates customers and only serves to delay resolution of other issues.

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.

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.

 

Thanks

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.