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Enter New Idea

Every time i call the 800# for customer service (frequently to talk about incorrect charges on my bill), i have to enter my information via the automated system. 
when i finally get a sales rep, they ask for the same information all over again. I understand the concern for security and privacy; however, Verizon needs to do a quality assurance check/audit to streamline the process for customers who call in for service. Between the automated system and the sales rep. it should not take multiple requests for the same information, which in turn takes several minutes and creates impatient, frustrated customers.

 

 

Status: Acknowledged

For reasons that are not appropriate for this forum, I contact Verizon on a fairly frequent basis. With each call, I spend an inordinate amount of time navigating through the auto attendant and wind up  receive a message "we are attempting to connect you to the last agent you spoke with". The timeout waiting for "the last agent" is six minutes.

 

To date I can only think of one out of approximately fifteen calls where it would have been helpful to speak with the last agent.

 

On the surface it is a good idea to try to maintain continuity of service by connecting your callers to the last agent they spoke with. However, in practice, I have never successfully been connected to the last agent. So what this attempt at continuity of service actually provides is a waste of your customers time.

 

On to my suggestion… Add a choice to the auto attendant that allows the caller to DECIDE if they would like to be connected to the last agent instead of making the decision for your customers.

 

Status: Acknowledged

Does Verizon have any plans to take advantage of the RVU technology.  This ultimately eliminates the requirement for STBs for every TV in the home.

 

The RVU Alliance exists to further the adoption and acceptance of the RVU protocol, a communications protocol, built substantially upon the pre-existing Digital Living Network Alliance (DLNA) standards. The RVU protocol is intended to solve the problems inherent in viewing live or recorded digital media remotely across a Home network. For example, an RVU compliant TV will be able to view music, photos & video from an RVU compliant media server. The RVU protocol specifically can deal with the passing of broadcast video coming from a Multichannel video programming distributor through a residential gateway or dedicated media server to other consumer electronic devices in the home. The RVU protocol includes a pixel-accurate Remote User Interface (RUI) technology that allows the media server to fully control the client user experience.

 

http://en.wikipedia.org/wiki/RVU_Alliance

Status: Acknowledged
Revanche

Network and Sharing Center

Status: Acknowledged
by Revanche on ‎08-18-2014 04:48 AM

Would be nice if there was a Verizon Connection available to those of us who are without service for extended periods of time.  You could give us a code for use while our internet services are down.

Status: Acknowledged
Baldwin

5ghz Router

Status: Acknowledged
by Baldwin on ‎08-01-2014 10:37 AM
Need to have a 5ghz router option!

Additional Ideas: Specific IP badwidth management and targeted wifi 'wormholes' to maintain a strong consistent signal to electronics opposed to a simple degrading radial degree.

I just submitted this to verizon who directed me here:

Verizon should make a page dedicated to where people can show off their Internet speed they are getting at their house with FIOS. Would help promote why to choose verizon over competitors..maybe.

I pay for 75mbps and I'm actually getting 75mbps now I used a new router and ran into my Verizon router. The Verizon issued router can only get as high as 50mbps download using a 2.4ghz wifi channel but consistently is around 35mbps download via wifi. According to Verizon Tech, the only way to get the full 75mbps that we pay for is to have a hardwire to the router. In attempts to regain the huge loss of mbps over wifi, I hooked up a Netgear N600 basic 2.4/5ghz router to my FiOS router and thereafter i did consistently get 50mbps on 2.4ghz via wifi...then when I switched it to the 5ghz channel my wifi speed skyrocketed to consist 75mbps download and 35mbps upload.

Verizon may want to give customers an upgrade router option so they can obtain the speed they are paying for. Pretty simple actually...Only a small production cost increase, which just like anything else these days, we are charged for the "upgraded option". resulting in nothing but increased customer satisfaction and increases profits.

For most non-tech customers, providing this will induce a perceived increased internet speed for same price increasing customer happiness and referrals. It's a win/win senario for everyone...you just have to give a little to gain a lot.

FORMULA :-)
Happy Customers = Better Reviews = Increased Marketshare = More Money.
Status: Acknowledged
nrm

Respect and honour the customer

Status: Acknowledged
by nrm on ‎08-12-2014 04:25 PM

When your phone service does not work, repair it within a week....not after 4 or 5 months, making the customer call in repeatedly.

 

When your employee quotes $99.37 per month, then bill correctly.

 

If the bill is not correct, and the customer has to call in, and leave messages, then return the phone call.

 

 

Status: Acknowledged

I really wish that we could skip over those messages that your automated line speaks when we call your tech support line.  There are some of us out there who don't like to call the tech support line unless we really have a problem, and by that time we have exhausted all the troubleshooting steps that we could think on our own.  Your automated line thinks we are all stupid and tells us to repeat everything we just did to try and correct it... Some of us may need it, but some of us DON'T!!  We would appreciate it if the computer, and possibly, some of your techs, don't make us feel even more stupid, and allow us to skip over it.   Just connect us to someone that can help us with our problems.  This, of course, is the reason why you exist, is it not?!? 

Status: Acknowledged

The whole purpose of feedback is to learn from your mistakes as well as acknowledge when you're on the right track. When you post on your site that you've received accolades for being the best in customer service that should mean something. It should also be an honest tally of EVERYONE you contacted for feedback.

 

However today I received an automated request for feedback regarding a 3 hour service call from yesterday. The system said they would be asking me three questions. I didn't record the call, so I'm paraphrasing here...

 

The first question is did our service rep solve the issue to your satisfaction. dial "1 for yes" and "2 for no" I dialed "2 for no".  I dialed "2 for no".

 

The second question asked me to rank my service on a scale from 1 to 10 with 10 being the highest and 1 being the lowest and to be sure to hit the # symbol afterword (once again paraphrasing...I forget how they actually put it). I dialed 1 for the lowest and typed # and the call hung up on me so I never got a 3rd question.

 

If you don't allow negative feedback, then your system of determining customer satisfaction is invalid and any mention of positive survey results should be taken off your site.

 

P.S. I'll qualify my answers in the comments since I don't want to waste people's time with the point I'm trying to make. You can call the hang up a glitch, but then I should have recieved a call back which I have not.

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

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
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

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

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

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
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
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