When I first signed up for FiOS back in 2004-2005, the rental for the box was $3.99/month. After being a customer for 7-8 years, the rental increased even though I'm told there is NO CHANGE in the box as far as software or design. Personally, I feel like I've more than paided for the 3 boxes I've been renting over the last 7-8 years.
When the router was upgraded, I found out when a friend signed up for FiOS. Version never told me about the upgrade or that I could get one for free.
Since I can't even talk to a technically savvy Verizon employee when I call, and all I get via email is "canned" answers; I'm submitting my complaint here as a suggestion.
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.
I would really like to be able to order VOD to view on my TiVo with cable card. The Tivo is internet connected and it should be able to request the VOD via internet and have the content delivered either over internet or via the cable card.
Alternatively, I could live with ordering the content via my PC for display on my tivo.
on 08-03-201209:23 PM - last edited on 08-04-201206:26 AM by ElizabethS
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.
So I just go the word that MSN Premium will stop being my ISP portal for my verizon/MSN email accounts, unless I pay more for MSN Premium.
I suppose this is because Verizon wants the ad space/revenue. The only thing is when I went to log on, I get an error message that is not decipherable (may be user/password error, but who can tell????)
BRING BACK MY MSN for FREE. I pay enough for the service that I do not deserve to be nickled and dimed like this.
BAD IDEA. The $2 fee to pay your bill didn't work, so let's try this!!!
on 11-28-201006:36 AM - last edited on 12-02-201010:08 AM by DougVZ
Other providers are offering GolTV HD and ESPN Deportes in HD, when will Verizon offer these in HD. I am paying well over $100 mostly just to get to the soccer broadcasts and I missing out on all the HD games.
Several channels now broadcast good soccer games, e.g. ESPN's HD, FSW HD. But the main channels are Fox Soccer Channel, GolTV, and ESPN Deportes, which verizon does not offer in HD. If verizon were to offer these in HD consider not pricing so high, e.g. FSW+ now at $15 even in HD is too high if you consider that the customer already has Ultimate FIOS. So come up with some creative combinations, e.g. Extreme HD plus the above.
And keep in mind that GolTV and ESPN Deportes should be available without having to subscribe to the Spanish Package.
I would like to see an option in the DVR schedule that would allow you to reschedule a conflict by finding an alternate time that the same episode is being broadcast. It is quite common for new episodes on the cable networks to be rebroadcast a few hours later. Having the option right there in the schedule would make it so much easier than exiting and finding the show in the guide.
on 11-16-201008:19 PM - last edited on 11-19-201001:39 PM by DougVZ
Why the need for special, client-side software to access free WiFi? No support for OSX, Linux, Android, iPhone, BlackBerry? Really? Come on Verizon, it's 2010! Does anyone else dislike the need to install Verizon software to access WiFi? In my opinion, client-side software is over kill. It costs Verizon $$ to develop and maintain, limits operating system portability, and not to mention introduces another piece of software that could have unknown vulnerabilities. What about a web-based app, or a Java app, or a universal binary, or source code that the user can compile themselves? Maybe even just some better (i.e. more integrated) service level agreements with the WiFi hotspot providers? Please, consider re-engineering this to offer your "free" WiFi service to a much larger percentage of your customer base.
I think we should have the ability to recorded more shows at once. Some of my friends in Florida have another fiber optic cable service an they are able to record 4 shows at once instead of the standard 2 shows at once. I was talking with people at Verizon fios and they said its as simple as changing the DVR units and getting ones that would allow 4 shows to be DVR'ed at once.
My DVR is the old 80GB model. The new 500GB model has been available to "new" customers for some time now. Current customers can only get on a "someday" waiting list. Full story below. Incidentally, this is the worst treatment I get from any service I pay for from any vendor. If I could get fiber from anyone else, I'd dump Verizon.
The current provider of programming information for FiOS TV is often full of errors. While the programming schedules tend to be correct, very frequently the program status (First Run, Rerun, etc.) is incorrect in the feed and as a result those who setup their DVR's to do series recordings will find their DVR's recording old episodes. It would also be nice if a provider which utilized some form of real-time programming updates could be located so that during broadcasts which get time shifted by last minute changes (such as sporting events which run long) could be properly recorded (instead of having to timebox them by padding an extra amount of time onto the end of each show -- which compounds the drive size issue I mention below).
This is particularly annoying on busy recording nights when a mismarking may cause a conflict by having three shows slated to be recorded in the same timeslot -- when in reality two of the shows were first run and the other was a rerun. It's not always possible to avoid this siruation using series priority since the mismarkings seem to vary from week to week.
This is also compounded by the relatively small DVR drive size where going away for a long weekend or a couple of nights during the week (or even for a week's vacation) can find the drive filled with repeated shows (and some first run shows discarded because the drive was full to make room).
If it's at all possible to lower the equipment charges please do so....I'm paying almost $50 for 3 digital adapters and 2 DVR's times are really tough out here and a decrease would be a greatly welcomed and appreciated move.