Customers With Disabilities
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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
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.

mariaelena

Name change to the account

Status: Accepted
by mariaelena on ‎07-02-2013 12:49 PM

We have had service with Verizon for years and the account has been in my husband's name.  Recently he passed away and I called to have a name change.  This change is treated as a termination of one account and start of a new service plan under the new name.  Even though I was told it would be seamless I lost Internet and Fios service for a few hours.  I even had a technician show up to install my "new Fios" when in fact I already had it.  Then I got a survey over the phone regarding the installation.  I believe there has to be a better way to just make a name change than to go through the process of a new account and a lot of unnecessary time and effort.

Status: Accepted

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.
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.
walt178

Outage notifications

Status: Acknowledged
by Silver Contributor III ‎10-08-2013 10:11 AM - edited ‎10-08-2013 10:13 AM

I have previously signed up to be notified of outages.  Recently I received two alerts, one via email and one via text message.   Both alerts told me that I could go to www.verizon.com/outage to request outage alerts.

 

Why?    If I am already signed up to receive alerts provide information on the outage. Telling me I can sign up to get alerts is pointless.  Why not tell me what is wrong?  And hopefully provide a estimate of when it will be fixed.

Status: Acknowledged
ANGELES

Customer Service

Status: Acknowledged
by ANGELES on ‎06-08-2013 03:29 PM

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.

Status: Acknowledged

I keep seeing great offers for new customers and while I expect slightly better deals for new customers it is still important to show current customers you value their business.  

 

I was recently informed by a Verizon chat Supervisor that only new customers can get the GigE router, even when problems arise due to the nearly decade old wireless support in the prior routers which is prone to interference.

 

Granted, I could purchase from here: https://teleproducts.verizon.com/fios/index.cfm/eh/dtlsfromhome/526

 

However, I would not need the GigE router if my current router supported the 5 GHz band and/or DECT.  When I presented my problem and solution to customer service I was informed that I could not swap my router out for the GigE router because only new customers are getting the GigE router.  It's not a matter of download/upload speed for the wired portion, it's a matter of the wireless connection of the prior versions sucks when there is any interference.

 

Additionally, customer service reps should be able to send out exact replacements for remotes, not just the 2 device remote.  Can you tell me why a supervisor needs to waste his/her time conversing with customers in order to inform them the 4 device remotes are no longer available as replacements and that I should contact customer service to get the correct replacement and/or possibly a credit for the purchase of a replacement.

 

Finally, why should I have to pay shipping for swapping out equipment because Verizon chooses not to allow one to swap equipment at a nearby Verizon B&M location.

 

So Verizon, you might want to slow your decent or completely reverse course otherwise you're verging on Comcast territory...but without the large customer base to remain afloat once that image problem takes hold.

Status: Acknowledged
I'm sorry for your recent frustrations in dealing with Verizon! We appreciate your feedback and I'll work to ensure it gets in front of the proper team within Verizon.

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.

Status: Acknowledged
icy69hot

Your Phone books delivered to homes

Status: Acknowledged
by icy69hot on ‎09-27-2013 10:56 AM - last edited on ‎09-27-2013 05:11 PM by Moderator

Sir,

 

    You are wasting money on these phone books.  1/5th of the listings in this recent book (received yesterday) are either no longer in service or the company no longer exsist. Before you waste stockholders money on printing these books you need to have someone locally for all the businesses listings dial each and every one individually to ensure that they are correct. The problem with these books and it isn't just yours is that no one verifies the listings. I have looked up a few companies this past year in your previous book and three out of five were no longer in service. Should you need someone to waste hours/days dialing and speaking to each of these businesses I will be happy to help.

 

V/R 

 

{edited for privacy}

Status: Acknowledged

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.

Status: Acknowledged
Your frustration is completely understood. I will share your experience with the Support and Service team.
prisaz

DLNA Not working on MI424WR (Rev. I)/IOS 4.19.36 Petition

Status: Acknowledged
by ‎12-07-2012 02:17 PM - edited ‎12-07-2012 02:39 PM
 
"Verizon Give us our router back. 

We have paid you up to $80 for the MI424WR Gen3I router. The latest software 4.19.36 router takes away our control and disables DLNA in our homes. "

 

Status: Acknowledged
andrea218

Verizon Customer Serivce IS HORRIBLE!!!!

Status: Acknowledged
by andrea218 on ‎05-21-2012 08:45 AM

Verizon needs to be able to look up verizon truck license plate numbers to connect to their cell phone. I was on hold for with verizon for 45 minutes because they didn't know what to do! I WILL NEVER BE A CUSTOMER OF VERIZON AFTER THIS EXPERIENCE. I talked to them about 3 mintues from the 45 minutes I was on hold. HORRIBLE HORRIBLE HORRIBLE

Status: Acknowledged
I am so sorry- what a frustrating experience for you! I'll work to get this in front of the proper team within Verizon- it's a great suggestion.

Let's go Verizon--get a move on.

 

GPON out Apple Pie Ridge Road, Winchester, VA.  Easy, and you'll gain the whole ridge.  I know, not the most lucrative market, small, but don't forget us "little people."

 

 

Status: Acknowledged

I have a hundred hours of shows on my DVR, and vios has been out for the last 8 days. I had an appointment today between 8am and 9pm to restore my service but its 8:09 PM and Im not hopeful.    The box won't boot withuot a signal from verison, so even though there is a TON of stuff I could be watching, its not possible.  There should be a way to access stored information on the DVR durring service outtages. 

Status: Acknowledged
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