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Enter New Idea
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
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

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
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
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
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.

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
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
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
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

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

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
dubraE

Connect VoiceMail to VZCloud

Status: Acknowledged
by dubraE on ‎05-21-2014 09:00 AM

Hello,

 

I have been a customer with Verizon for over a decade and I've always felt that I've had good customer service which is a reason that I don't Verizon being a little more expensive than some other carriers.  Recently,  I got a letter in the mail about a mandatory cut over to a new VoiceMail system that will require me to take a few steps and my voice messages will be deleted in 30 days of completing the transition. I was told that I could call a company if I wanted to have my messages saved.

 

Upon calling this company, they explained that fees for just 11-21 messages saved on a CD would cost me around $60! This seems crazy when a CD costs less than a dollar and shipping is minimal as well ($5-6). I have voice messages that are valuable to me - happy birthday wishes from relatives who are no longer with us, congratulations messages from when my daughter was born, even my barking dogs saying "hello" when I was on a trip for work. Verizon should really have considered connecting voice messages to the VZ cloud to allow customers to download their own audio files free of charge, which would be a much better service to customers, especially given the fact that the switch over is mandatory and members are already being inconvenienced a bit in the process. The audio files would be small, so it seems unlikely that Verizon would have space constraints in doing this. Instead, the work was outsourced and customers are having to either pay sort of crazy fees to hold on to their messages, playback the audio in a  speaker to speaker faschion, which will result in poor quality, or just lose those memories forever when Verizon deletes them. Yikes!

 

I hope these messages are read. It would be a great add for Verizon if customers could listen to/download their favorite memories off the VZ Cloud.

-D

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
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
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