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Enter New Idea
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.

Make it possible to email you or talk to a live person when there is a problem. I got hit with a $99 unreturned equipment charge. All I needed was a way to email you with the UPS tracking #. NO way to do it on your web site. Sat on hold went through the phone prompts and finally got a HUMAN. After we were done he had me write down the returned equip. # because he could not send it in an email. That is crazy! Why can't we talk via Email? You are a communications company, why in this day and age do I need to use paper and pencil to keep track of something like that? This is not the first time I have had this kind of problem.

Status: Acknowledged
slyry1

Email or text warning on scheduled updates and internet down time

Status: Acknowledged
by slyry1 on ‎11-25-2013 07:34 PM - last edited on ‎11-26-2013 04:50 PM by Moderator

On Nov 6 at exactly midnight my internet shut down. Called verizon to find out the issue and they said it was an update that wont be ready until 1am. I patiently waited since i was close to finishing up but it was still down at 1am and called back. They said it would be as late as 5am to get up and running. What??

 

On a normal night, it's not a big deal but this day was not normal. Boss gave me an assignment earlier that day and I needed the internet to do research for a meeting in morning. Ended up having to go to my local Kinkos to use the internet which was 25 min away.

 

Had I known this update was scheduled by email or text in advance I could of planned accordingly. But in this case, I was in the process of competing my research, waited an hour in hopes it would be back online, then had to drive miles away to finish up another 30-45 min and head back home. Didn't get done until 330 and when I came home the internet was still down.

 

I'm paying for a service that I'm expecting to be accessible at all times. You can't just randomly do updates and think that just because it's midnight, no one is going to need it (or care). It wasn't an outage or something beyond your control as pointed out by customer service so really there's no excuse not to notify anyone that an update will occur that day, at midnight, and for a number of hours. I mean if you can mass email people about your goods and services, I don't see why you can't do so for things like this.

 

Wasted a lot of time and money that I didn't think I should have and it would have been better spent on my actual presentation. I honestly feel I should be compensated for having to travel and use an internet service elsewhere, especially when I'm paying good money to "supposedly" have it at home.

 

Was a major inconvenience.

 

Status: Acknowledged
PayingClient

Credit Reporting

Status: Acknowledged
by PayingClient on ‎06-08-2014 11:00 AM

I have been a Verizon client that always pays bills on time.  I'm attempting to improve my personal credit history. 

 

My request to Verizon has been to report my positive payment history to credit bureaus.

 

Customer Service tells me to call Credit Reporting - who tell me that this has never been done therefore cannot be done.  They will only report deadbeats, not reliable clients.

 

I asked for the name of a manager or at least a department to whom I can write to make this request and was refused.  I was given a general address for In-House Recovery but was ignored.  Called back to Customer Service -  the rep doesn't know who their Verizon boss is nor has any directory to give me even the name of a position to which I could make my request.

 

As a reliably paying client I would appreciate the cooperation of Verizon to provide this service that could be implemented to serve and to protect positive relationships with existing clients.

 

Thank you

Status: Acknowledged

My Verizon box started intermittent beeping.  It turns out that the battery that provides battery backup in case of power outage needs replacement.  I called the service number on the Verizon box.

 

The computer dialog explains that the intermittent beep is to alert to battery replacement, and then asks if I would like to order one, giving the price.

 

All fine until now.  It then asks that I enter my 10 digit customer ID (as opposed, I suppose, to the 18 digit account number).

 

I'm standing in the basement!!!!  Of course I will have committed the 10 digit number to memory! As an alternative, the computer asks for the amount of last month's bill, to the penny.  I don't remember exactly?  How can that be?

 

If you are going to require a 10 digit account number, tell me at the BEGINNING of the dialog, not at the end.

 

All you have accomplished is make me feel like whoever designed this dialog is an idiot.

Status: Acknowledged
teal_c

How about providing jobs in the US

Status: Acknowledged
by teal_c on ‎02-15-2012 08:04 AM

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.

Status: Acknowledged
dmking79

Upgrade home routers with GigE ports

Status: In Progress
by dmking79 on ‎03-30-2011 08:05 AM

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

Status: In Progress

Sounds simple, but apparently it's not. For example, in your instructions on setting up an email account with Outlook 2010, in Step 9 of 10, you state in the instructions to be sure that the SSL encryption box is checked for the pop3 server and for the outgoing server that the encryption type is specified as SSL. 

 

Unfortunately, your illustration does not have the box checked and encryption is specified as "none."

 

I lost a half an hour and my temper using the illustration to set up my account before I re-read everything and found the disconnect between the instructions and the illustration.

 

Why not hire an English major to read all of your instructions and and determine that the images actually match the instructions. Do not use an IT person for this.

 

Thanks.

 

 

Status: Acknowledged
BAnslow

Another level of Phone Support?

Status: Acknowledged
by BAnslow on ‎11-26-2013 07:59 AM

There should be another level of Phone Support that we can ask for if the original Tech person cannot deal with our Problems.

 

Yesterday I spent a while being taken through resetting my STB by the automated voice response system.

 

The actual problem I was reporting is in the new Firmware, nothing to do with the box itself, but it seems that I need to reset the box first to rule out it being a problem.

 

When I got through to a real person, the first thing he did, even though I told him it had just been done, was to Reset the STB again.

 

Then he told me it would be OK now, but if it was not then he would send me a replacement STB.

Well, it was not OK, but I knew that would be the case all along.

 

If there was a higher level of Support, then maybe I could explain what the problem with the firmware is, and they could add it to the next release.  Also, there would not be so many replacement STB's being shipped.

 

As it is, if I need to get this problem fixed, I need to go to back to the support board and hope I get someone who knows what I am talking about.

 

I should say at this point that I have been in the Electronics and Computer Software Design and implimentation for many years, and so I really do know what I am talking about.

 

Thanks for reading this,

 

Bryan.

 

 

 

Status: Acknowledged

I was searching for help when the site was having difficulties earlier. I tried the online support and I got someone who first blamed my browser (which turned out to be false because the site was actually undergoing maintenance), then that individual asked for my login information. Sorry, not giving that to anyone, especially a non-US citizen. I switched to the phone and called for support, and got a very helpful person (Jamar) who ordered my additional equipment and made the account changes I wanted. I asked to be transferred to leave positive feedback, since I believe good service should be reported, but when I was transferred, the mailbox was full and I was disconnected. It's dis-service to the employees if we can't leave positive feedback, and a dis-service to the customers if we get support that deserves negative feedback but we can't provide it. How about a link that for feedback that gets back the employee's supervisors? Heck it doesn't have to be complicated. Just stick a smiley face on there with an image of an envelope and the word "feedback" .

NOTE: This feedback is different from site feedback. There's already a site feedback link.

Status: Acknowledged

I think Verizon needs better record keeping on their part when it comes to what their customers actually have. I received a phone call from Verizon about a special offer to upgrade my internet to quantum. Sales person went into the whole sales pitch only to be told I already have it and actually have had it for awhile.

Not only was the call pointless, the saleman could have been calling someone else who actually didn't already have it.

Verizon shouldn't be calling people trying to sell things the customers already have.

 

Status: Acknowledged

The Actiontec routers have a USB port on them but it can only be used to provide internet access via a PC/Laptops' USB port. Allowing the USB port to also work with printers would be a great enhancement to the functionality of the router. By only allowing the USB port to be used for internet access, you are limiting the great functionality of the router.

Status: Acknowledged
Thank you for your note, I am passing this on to my team! Stay posted! -Chris
as2higpark

Allow 75MB clients to get the new N routers without the upgrade fee.

Status: Acknowledged
by as2higpark ‎02-21-2013 11:22 AM - edited ‎02-21-2013 11:24 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.

Status: Acknowledged

Thanks, I understand your point. I will pass this on to the appropriate team. Keep posting.

jd5000

Improve AMC HD Feed

Status: Acknowledged
by jd5000 on ‎07-28-2011 02:54 PM

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:

 

http://www.dslreports.com/forum/r26100410-HD-AMC-HD-hits-a-new-low.

http://forums.verizon.com/t5/FiOS-TV-Programming/AMC-HD-is-Low-Quality/td-p/177087

 

AMC is available in high quality on Comcast and from Apple.  Why not FiOS?

Status: Acknowledged
I've asked engineering to validate and then root cause these reports.

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

Status: Acknowledged
Thank you so much for this post. I don't have the answer to this one, but I can pass it on the HSI/DSL team.
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