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Enter New Idea
Toninmd

Option for electronic billing

Status: Acknowledged
by Toninmd on ‎08-28-2012 07:25 AM

I have chosen to protect the environment so I get paperless billing. Whenever I call Verizon, they ask me to put in my Customer ID number which can be located on the top right of the bill. Well guess what? I don't have a paper form of the bill because I get an email about my upcoming payment. Perhaps there can be an option for people that get emails to select 5 or something like that. I always have to hang-up and then sign on to my account to see the ID number and then call back in. Just a thought.

Status: Acknowledged
tropicalgal

Live Chat save conversation

Status: Already Exists
by on ‎01-20-2012 05:53 AM

Verizon  please bring back the ability to copy and paste in a Live Chat.  This would be a valued time saver to both the customer and Support Techs.    giving a customer the further ability to save a important part of a chat for later use in a (ie) help issue.

appose to the save to clipboard process after a completed chat,  when many times to save the whole chat wouldn't be

nessessary.   The copy and paste feature indeed  would be a great improvement to the Live Chat experience. thank you. 

 

Status: Already Exists
Highlight the area you want to copy - On the keyboard press Control and C - (You now have a copy on your clipboard) Place your cursor where you want to paste the highlighted info) On the Keyboard Press Control and V - Tahdah! Copy and Paste.

KerchT wrote a terrific description of the true nightmare it is to get support. I have found this true with Tech Support, Billing, Customer Service and anyone I called at Verizon. No department can see (or will admit they can) that I have called in to report a problem almost every day since I had Fios installed. If they could see that I had called in the past I might not have to repeat my issue from the beginning every time. Not to mention the waste of time trying all the steps I tried before I called. The frustration has led me to an ultimatum: Fix it tonight Or remove it tomorrow.

 

I am tired of the poor support and excuses. I have had enough apologies to make me gag. I do not believe they really want my business.

 

Neil

 

Status: Acknowledged
STOPTHESPAM

Less spam

Status: Acknowledged
by STOPTHESPAM on ‎12-17-2011 05:17 AM - last edited on ‎12-17-2011 10:24 AM by Moderator

Stop sending Verizon spam. Now. I mean it. I get a lot after I've checked for you to stop sending me. I set preferences after signing in so I know that I am doing it correctly. Make it easier to unsubscribe from your "perks. {please keep your posts courteous}

Status: Acknowledged
rtklly

highlight errors so people can correct them

Status: Acknowledged
by rtklly on ‎07-21-2012 05:22 PM
 
Status: Acknowledged
miken50

To help verizon save money & time

Status: Acknowledged
by miken50 on ‎05-12-2011 01:27 PM

I receive the service 6 weeks ago, but line has not been put in the ground. I saw the techs 100 yard from my house putting the line in the ground & it was about 2pm. I asked if they were going to do mine. The tech said he would check with the other guy. I walked back home & notice a neighbor's that his cable was put in the ground, that had to be done in the past 3 weeks. Well about 3pm the techs in 2 different truck past right by me, as I pointing to the cable & never stopped. Now understand the trucks have been in my neighborhood for month. My point is verizon should sched. service appointment for putting the cable in the ground by neighborhoods, not by the month or two of the installment. Verizon could save money on gas & other things, if they would use time management better.Now sometime in the future a tech as to drive back to my neighborhood & 30 minutes to put my line in, when he could of stopped & done mine. This will cause another customer to wait for customer service.

Status: Acknowledged
srctwin1

Keep Hiring Competent Internet Technicians

Status: Acknowledged
by srctwin1 on ‎07-15-2012 10:48 AM - last edited on ‎07-20-2012 03:40 PM by Moderator

On July 15, 2012, I was having trouble connecting to WI-FI and an extremely patient and competent technican helped me.  I want to personally give Kudos to Katrina {edited for privacy}.  She was extremely helpful, patient and knowledgeable.  I continue to have great confidence in Verizon because of the extremely competent people that you hire to work for you.  KEEP UP THE GOOD WORK KATRINA!!!!

Status: Acknowledged

My boyfriend and I are looking to get FIOS for our new place. We only have a one year lease, so we need to sign up for a month-to-month plan. We attempted to do this, and I as an existing Verizon customer skipped the "optional" social security number field. This led to a number of bad moves on Verizon's part:

1) I have received almost daily automated phonecalls asking me to call Verizon to finish placing my order. Some of these calls come early in the morning and wake me up.

2) The first time I called, I was transferred to the department which could verify my identity. I asked for the number in case I was disconnected. I was disconnected, and the number ended up being the main Verizon number. When I dialed it, after ten minutes of holding and getting transferred, I learned the real number I should have been given.

3) When I called this number, I was assured by the representative that I would be called back if we got disconnected. I was transferred over to the identity verification department and placed on hold for 15 minutes before my call was disconnected. I never received a call back from the representative.

 

I have spent more than three hours now trying to sign up for FIOS, and I am incredibly frustrated that most of this unnecessary work could have been avoided had I known how essential the inclusion of my SS# was. 

Status: Acknowledged
connecticutlady

Sound/Remote

Status: Acknowledged
by connecticutlady on ‎04-11-2011 05:51 AM

This is just a thought.  Since we now have many flat screens available maybe FIOS can improve the remote volume control so we only have to use one remote over the other.  When I had my previous TV, not flatscreen, I was able to program the TV volume on the VIOS remote.  Now that I have a flatscreen and there is no code for it, I tried the generic code which doesn't seem to work.   It's a pain having to use the flatscreen remote to control the volume (from high to low or mute) over the FIOS reemote.

Status: Acknowledged

Why cant V* adopt ITIL standards like other large companies?  At the very least, V* should get serious about Change and Configuration management.

Status: Under Review
Karen793

Maybe you could include a link to the web team in the e-mail so one can report problems.

Status: Acknowledged
by Karen793 on ‎06-21-2012 07:09 AM - last edited on ‎06-22-2012 07:04 PM by Moderator
 
Dear Valued Verizon Customer,

At Verizon, we continue our efforts to inform you about changes to your services, so we wanted to let you know that the Terms of Service for the following Verizon services have been revised:

• Verizon Online Service (FiOS® Internet and High Speed Internet)

• Verizon FiOS® TV Service

• FiOS® Digital Voice Service

• FiOS Digital Voice Inside Wire Maintenance Service

• Verizon Online Additional Services

If you have one or more of these services, the terms now require that you and Verizon resolve disputes only by arbitration or in small claims court. The terms also provide for a free, voluntary mediation program that may help us avoid disputes. By continuing to use the services after the date of this notice, you accept and agree to abide by the revised terms. For more information, visit www.verizon.com/terms/disputes and to review the revised terms of service, visit www.verizon.com/terms.

Please note that if your services were purchased prior to December 31, 2011 and are subject to term requirements with Early Termination Fees, the revised dispute resolution provisions will not be effective until expiration of your current service term period, although you may elect to accept the revised Terms of Service and take advantage of the mediation/arbitration provisions prior to that date by notifying Verizon.

Sincerely,

Your Verizon Team
 
Status: Acknowledged
kspinka

FiOS CPE Link Qualification

Status: Already Exists
by kspinka on ‎03-05-2011 04:03 PM

The technical support is non-technical, including the "network escalation group".  I'm sure that somewhere at Verizon, the people who designed this network know what nominal ranges are achievable and expected.  Considering that Verizon deploys heavily customized CPE devices, there is no excuse for not having auto-selftest functionality to qualify a new install and then continuously monitor the quality of service that is being delivered.  This would eliminate at least 50% of the truck rolls, and I can't imagine why it's not being done.

 

To give you some examples, I have techs here working on Internet issues whose managers think that 50ms of latency to the first hop aggregation router is acceptable.  I wonder how the chief engineer/architect of the FiOS service would feel if he knew that the service delivery was so far below design-spec and capability of the technology.

 

 

Status: Already Exists
VZ In Home Agent software on your computer and set top does more and more every month.around this realm...

Today I called Verizon because my line needed to be repaired.  It has been  running through my neighbor’s yard for some time and they are now renovating their house and keep disconnecting it.  I needed a repair person to come out and fix the line so that it is no longer in my neighbor’s yard.  It was not a complicated request, but because you have the most cumbersome and unhelpful customer service on the planet, it took an hour and a half to finally get a person on the phone who could help me and schedule the repair.  First, I had to go through about 20 minutes of voice prompts, messages about rebooting my system, problems in Topeka, Kansas or someplace that was not where I lived nor relevant to my situation, and on hold.  I finally maneuvered past that to discover that despite pushing the button for high speed internet that I was connected with a FIOS operator who could not help me.  Not only could she not help me, but she couldn’t connect me with someone who could.  Instead she put me back into the system where I had to spend another 20 minutes going through voice prompts, messages about problems in Topeka, Kansas, and on hold to reach another operator who told me that she could not help me because my account was handled by Frontier.  I again asked if she could connect me with a person and not voice prompts.  She didn’t even tell me no before she sent me into another 20 minutes of voice prompts.  The guy at Frontier was wonderful.  Unfortunately, my account is not with Frontier so he could not actually help.  In recognition of my frustration, rather than make me go through voice prompts and ridiculous messages again, he put me on hold for close to ten minutes while he maneuvered through the voice prompts and connected me to a person who finally was able to schedule the repair.  In order to make this phone call, I had to take an hour and a half off work because I get paid by the hour. 

 

I cannot imagine anything more inconsiderate than how you treat your customers.  It would be one thing if this was an anomaly, but in the four plus years that I have had Verizon DSL this has been exactly what has happened every time I needed to call with a service request.  I don’t call for petty problems like needing to reboot my computer.  I have called once because I was moving and I wanted to transfer my account to my house.  Not only did it take me over an hour to reach an operator and ultimately a manager who could help me, but then they cancelled the service at my apartment and turned it on at the house before I moved so I was without  internet for a week.  The next time I called it was because the cable to the house had become disconnected.  Again, because it is running through the neighbor’s yard.  That time it also took me over an hour to reach an operator to help me.

 

How much is your time worth?  As a lawyer I bill about $300 an hour for my time.  Thus, in total over the years, you have cost me over $1000.  Yet I keep paying you every month.  I’ve continued using your DSL service because generally it has proven reliable, but I can’t help but feel that you have no respect for my time whatsoever when it takes me an hour and a half to get through your system to talk to an actual person who then proceeds to ask me a lot of unnecessary questions about my computer and my router.  At this point, I am going to begin exploring other possibilities to provide me with DSL service.  Unless you can assure me that you are planning to improve your access to customer service and make up to me the fact that I just gave up one and a half hours of my day just to get my line repaired, you can plan on saying goodbye to me as a customer.

Status: Acknowledged

 

Looking over my firewall log I see countless UDP and TCP attempts to get through.

Strangely enough, many are from Verizon customers!

That is according to: http://www.ip2location.com/free.asp

Some of these may be script kiddies, some may be Verizon customers with infected machines. In any case there should be a link in place where a Verizon customer should be able to report these with a copy of firewall logs and Verizon should do something about it. 

 

All it takes is some coding to make a web page that could accept router firewall logs and cross check that the submitting IP address is a Verizon address. Otherwise reject it saying this service is only for Verizon customers.

 

Or the "service" could be only made available if logged in to "My Verizon.

 

The first 28 days of my Verizon FiOS TV experience has been abysmal.  I was given a Cisco CHS435 HD DVR.  Apparently this box is still being tested out, and primarily only in my area (Western New York).

 

The box is on old software, and lacks several (working) features of its Motorola counterpart.  Why you would give a new customer this box is beyond me.  People should be informed up front that they are being given a box that is still in testing.  I should not, as a new customer, have tech support tell me on the phone that they cannot help me because, "We actually have never even seen this box yet."

 

Give your existing customers a choice, ask them if they would be willing to try out a new product.  I've now had three boxes in 28 days. I've spent over three and a half hours on the phone with tech support trying to get things to work right.  Finally a tech came out and gave me a Motorola...

 

Unfortunately, he failed to deactivate the Cisco, so I had to, once again, spend an hour on the phone with tech support while they tried to get my box to work. (Perhaps the tech should not have left my house in the first place until everything was working properly?)

 

Overall, my time short with FiOS has been a giant headache, and the majority of it could have been avoided had I just been given an already tested product.

Status: Acknowledged
The Cisco set top boxes are new but fully tested. They have the same features as the Motorola boxes. The tech should not have left your house until everything was verified as working. Send me a PM with your info and I will look into specifically what happened...
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