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Enter New Idea

I have a good example of what I am talking about in my title. If you go here http://www.verizon.com/home/MLP/quantum75.html?X1=FQU512&promotion_code=JUNCT/W04&CMP=AFC-CON_2014-Q...

 

It says $5 a month upgrade from 50 mbps to 75 mbps upgrade and says limited time offer. Well I did qualify for this but now its expired, but if you click the upgrade for the $5 more  amonth upgrade the only offer it gives you is the first month free then $10 a month.

If the deals are expired REMOVE the webpages for the promos.

 

 

Status: Acknowledged

I work from home.  My services went out today (phone, internet and cable).   I called (888) 553-1555 and it ran me through an automated troubleshooting steps.  The first was to locate the battery backup box.  I went to the basement, where I have several boxes...fuse boxes, a solar panel box, an alarm box, etc.    I could not distinguish which was the Fios box because it does not say "VERIZON FIOS" anywhere on the box.

 

SUGGESTION !: Label the outside of the box with Verizon Fios name and logo

 

The automated instructions said to get a small appliance to plug in to test an outlet.  I brought one with me. It said to locate the battery NEXT to the Verizon Fios box, and that the battery is about the size of a brick.   Since none of the boxes in my basement had a battery outside it matching that description, I pushed "0" to be connected to a live person.  He identified the box for me and had me open the panel.  The battery was INSIDE the box, not outside as the automated recording had said.

 

SUGGESTION 2: Change the automated recording instructions to say the battery is INSIDE the box.

 

I also noticed the Verizon logo was inside the box.  It really should be outside the box.

 

The phone rep helped me get the unit working again, after about 10 minutes.  He was very nice, but said he was unable to offer me a statement credit for service outtage or my troubles or time away from work or the fact that I had to use my cell phone minutes for the troubleshooting call (since the Verizon home phone lines weren't working)

 

SUGGESTION 3: Have a more comprehensive inconvenience compensation program.  I was inconvenienced enough to warrant some kind of statement credit.

 

I asked the phone rep if he could supply feedback to make changes (the ones I made above).  After some hemming and hawing, he said he could not take feedback on my behalf, that I had to go to go to www.verizon.com and select "Contact Us", and was about to get off the phone.

 

SUGGESTION 4: ALL phone repse should be willing and able to take feedback verbally from customers over the phone and send it up to management.

 

Considering the misinformation I had received so far, I asked the rep to stay on the phone with me until I located the propoer email.  He agreed.  I went to www.verizon.com and select "Contact Us", which is an online self-help reference library, not a feedback form.  He told me to click another link, the "Idea Exchange", which was a user community forum to post ideas, which the rep said was monitored.  It was clunky.  I had to sign in, create a screen name, and list my level of services (which I wasn't familiar with so I asked the phone rep).  But, I got through and here I am posting this notice.

 

SUGGESTION 5:  Phone reps shouldn't just say to "go to the website" to give feedback. The website is too confusing.   Had I just gone to "contact us" without him, I probably never would have seen the "idea exchange", nor would I have known that it was monitored by anyone other than other users.  It would not have occurred to me that a communite forum would be a place to make a complaint.  So the phone reps should offer to stay with the customer until they get to the right place.

 

I then also asked the phone rep for the proper email address to send my suggestion, and he said he couldnt find it, and that they "must have changed" the way they take feedback.

 

SUGGESTION 6:  Phone reps should be able to take feedback themselves, and if not, they should be trained on the most current ways how to properly do so, not just generally refer customers to this confusing website.

 

 

Status: Acknowledged

My FIoS died last Saturday - internet, TV, phone, all out. I tried the usual reboot of the router, no luck. I went outside to see if there was work being done.

 

Sure enough, there's a Verizon truck a few doors down, with a Verizon technician working on a neighbor's home. "So you're the reason my internet is down?" I ask him. "No, I'm just hooking someone up."

 

Hmmm. "So it's not possible that you made some mistake?

 

"No, it's not me." He drives away.

 

Two days later, Verizon sends out another tech to fix our outage, he comes and finds the problem...it was indeed caused by the tech who denied he could have caused it and didn't bother to check.

 

Thanks alot, buddy. If you had just considered the minute possibility that maybe, just maybe, you had made a mistake and went back up the pole to check and fix it, I wouldn't have had to wait for two days with no service and Verizon wouldn't have had to send another tech out to fix your dumb mistake.

 

Verizon, please train your techs not to be obstinate and overconfident when an obvious problem like this comes up, and to make an effort to fix problems they create. My outage could have been 5 minutes instead of two days, and you could have saved a second trip by another technician.

Status: Acknowledged
billb59

Verizon triple play

Status: Acknowledged
by billb59 on ‎07-15-2014 08:14 AM

Please offer the 79.99 triple play offer to current suscribers.

 

Status: Acknowledged
Please make In-Home Agent available as an app for the iPad, iPhone, and any other device as I am in need of assistive devices and besides I guarantee many of your other customers would appreciate it as well!
Status: Acknowledged

Dear Fios TV development team,

 

I was probably one of the first Customers in the MD area to order the new Fios Quantum tv box, and it is all working great but it has one major drawback that I think should not be too hard to resolve. With my sic tuner now, the whole family can record all their shows and watch wherever they are in the house but what we are finding is after just a few days of recording, the clutter is getting to us. In a house with 4 people and each with different taste of shows you can imagine how it can be hard to pinpoint your particular show from a list of 20 + shows, So, I think it would be a good Ideas if the Fios development team would create s way for us to create our own folders where we keep shows that are of interest to us. for example: we would each have a folder name for each member of the family and when we are setting our recording we get to choose the folder where we want the show saved. What do you think?

Status: Acknowledged

I really find it pretty awful that your website has endless ways for current customers to add new services to their bill but NO WAY TO ACTUALLY CANCEL SERVICES online. I can't wait to call customer service and waste 45 minutes of my life just trying to end my services.

Status: Acknowledged
locolou

Allow Users to Salvage DVRContent

Status: Acknowledged
by locolou on ‎05-29-2014 11:41 AM

My HD DVR (QIP7232) appears to have a bad power supply, but there is no way to save a perfectly good hard drive with all of my recordings! As someone who works in the IT industry, this is infuriating! I understand the limits you must put on protected content, but why does that preclude you from allowing us to protect the content we have in the event of equipment failure, especially when the failed equipment is not the hard drive!

Status: Acknowledged
Have you tried the suggestion here about attaching an external drive? http://forums.verizon.com/t5/Share-Your-Ideas-with-Verizon/DVR/idi-p/246459

Hello,

Today I happened to use the Live Chat service within your In-Home Agent client. When the chat had concluded I happened to click on the Verizon Cybertrust Security Seal link on the lower left of the Live Chat dialog. 

 

It appears that the SSL certificate in use has expired quite some time ago. I would encourage you to update this at your earliest opportunity given that you have users confirming account information in these chat sessions. 

 

The link in question may be found at https://secure.omniroot.com/omniroot/seal.cfm?SEALCERTID=212409133

 

CERTIFICATION DETAILS

stateOrProvinceName: Maryland
organizationalUnitName: OSEIS_iws_6.1
commonName: collaborateext.verizon.com
localityName: Silver Spring
organizationName: Verizon Data Services LLC
countryName: US
Status:Expired
Expiration Date: 2012-12-09 05:12:27.0

Status: Acknowledged
strom1605

Why charge customers to replace worn equipment when we rent it from Verizon?

Status: Acknowledged
by strom1605 on ‎01-08-2014 07:59 AM - last edited on ‎01-10-2014 06:52 PM by Moderator

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.

Status: Acknowledged
nomoretyrants

Bring back honorable service for your customers

Status: Acknowledged
by nomoretyrants on ‎06-08-2014 12:39 PM - last edited on ‎06-08-2014 03:23 PM by Moderator

I downloaded My Verizon, not realizing it was a tyrannical program that will no longer allow me to use a browser of my choice. Now I am locked into using Google 100% of the time. I prefer Internet Explorer for a browser most of the time.

 

I tried to uninstall My Verizon but you tryants want total control of us, just like the government is working on. I won't give up on  trying to get rid of My Verizon and its browser control function, just like a browser redirect virus does.. I have had Verizon phone service for many decades and Verizon DSL for a few decades now also, but I am getting sick of the infestation of tryants in this country, from the government on down including service companies like yours. I am on the verge of discontinuing my service with you, totally, and if it happens, I am very stubborn and will never be back.You are even tryrannical about what your website will allow us to do, but that is very common on the WEB.

 

If you didn't get it, I am {word filter avoidance}!

Status: Acknowledged
hwoolf3

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
rrusin

Notification of new service/addon

Status: Acknowledged
by rrusin on ‎04-08-2014 02:34 PM

The notification section should include an automatic notice when any new service, feature, or add-on (i.e., sports station, pay for movie channel) is assigned to one's account.  Without this notice, you could be assigned an additional feature that you do not want and not know until your next bill. 

Status: Acknowledged
gippy

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 Verizon.com/rewards 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 Verizon.com/rewards 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 Verizon.com/rewardstatus 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 Verizon.com/rewards and enter supplied username and password needs to be updated with the new password. Thanks for reading! 

Status: Acknowledged
ahc11

Let good customers upgrade equipment --- for FREE

Status: Acknowledged
by ahc11 on ‎08-03-2012 09:23 PM - last edited on ‎08-04-2012 06:26 AM by Moderator

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.

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