Customers With Disabilities

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Purchasing movies on demand

Status: Acknowledged
by Klang74 on ‎07-03-2014 10:02 AM
I recently cancelled my service due to a military relocation. Prior to canceling my service and purchasing movies I researched if I would be able to keep the movies if I cancelled because I know that I will be moving every three years and I may not move to an area that offers Verizon fios. This is what I found from a Verizon support website:<br><br>What happens to the Multi-Screen videos I purchase if I move away or leave Verizon?<br>You can still view Multi-Screen videos you have purchased after you disconnect your Verizon services as long as you maintain your User ID and password at the Multi-Screen Store.<br><br>After reading this I bought another movie the day before I knew I was going to cancel. After canceling I asked, just to make sure, if I would still be able to keep my movies and I was told no. They said that unfortunately once I cancel I lose the movies. My suggestion is that maybe you have a disclaimer when you buy the movies that says you won't keep them if you cancel your service. Also, remove the statement on your website that says you can keep them. I bought over five movies, all for my children for about $100, I would have rented them if I knew and bought the DVD. As someone who deals with the hassle of moving often, every three to four years, this is one headache I do not need.<br><br>Thank you.
Status: Acknowledged

Payment difficulty

Status: Acknowledged
by fireball12 on ‎07-02-2014 12:14 PM

You closed all of the payment offices without notifying anyone! That was a stupid mistake that caused me grief. Your Verizon Wireless Stores are open, but will not accept payment because it is a "sister" company-like I care! Paying by phone costs $3.50-understandable but not nice SINCE YOU CLOSED THE PAYMENT OFFICES WITHOUT NOTIFICATION. I have now registered online to make payments and have even enrolled in auto-pay, but here's a suggestion: LET PEOPLE KNOW BEFORE THEY ARE SURPRISED! You could have pulled the records of everyone who had paid at the local office/store and put in a billing insert or taken out advertising in national newpapers/magazines to let people know.


If I am charged a late fee for my bill you will have seen my last day of land-line, FIOS t.v. and FIOS internet, and I've been a customer since 1972. You are not the only company that can provide these services to me...have you heard of that little company based in Dallas, TX where I live? It's called AT&T. Maybe they would like to provide these services and accept my payments according to MY CONVENIENCE, if Verizon doesn't wish to do so...

Status: Acknowledged

How about running Fiber lines in Powhatan, Va as we rank in the bottom 18% of the US for internet speed.

Fiber is the way to go, you have no idea how many jobs I have had to turn down because of my connection speed. I'd even pay to have you run them to my house. With upload speeds of 0.75 and download of 2.84 this is a disgrace. gives my service an "F"


Status: Acknowledged

I work from home.  My services went out today (phone, internet and cable).   I called (888) 553-1555 and it ran me through an automated troubleshooting steps.  The first was to locate the battery backup box.  I went to the basement, where I have several boxes...fuse boxes, a solar panel box, an alarm box, etc.    I could not distinguish which was the Fios box because it does not say "VERIZON FIOS" anywhere on the box.


SUGGESTION !: Label the outside of the box with Verizon Fios name and logo


The automated instructions said to get a small appliance to plug in to test an outlet.  I brought one with me. It said to locate the battery NEXT to the Verizon Fios box, and that the battery is about the size of a brick.   Since none of the boxes in my basement had a battery outside it matching that description, I pushed "0" to be connected to a live person.  He identified the box for me and had me open the panel.  The battery was INSIDE the box, not outside as the automated recording had said.


SUGGESTION 2: Change the automated recording instructions to say the battery is INSIDE the box.


I also noticed the Verizon logo was inside the box.  It really should be outside the box.


The phone rep helped me get the unit working again, after about 10 minutes.  He was very nice, but said he was unable to offer me a statement credit for service outtage or my troubles or time away from work or the fact that I had to use my cell phone minutes for the troubleshooting call (since the Verizon home phone lines weren't working)


SUGGESTION 3: Have a more comprehensive inconvenience compensation program.  I was inconvenienced enough to warrant some kind of statement credit.


I asked the phone rep if he could supply feedback to make changes (the ones I made above).  After some hemming and hawing, he said he could not take feedback on my behalf, that I had to go to go to and select "Contact Us", and was about to get off the phone.


SUGGESTION 4: ALL phone repse should be willing and able to take feedback verbally from customers over the phone and send it up to management.


Considering the misinformation I had received so far, I asked the rep to stay on the phone with me until I located the propoer email.  He agreed.  I went to and select "Contact Us", which is an online self-help reference library, not a feedback form.  He told me to click another link, the "Idea Exchange", which was a user community forum to post ideas, which the rep said was monitored.  It was clunky.  I had to sign in, create a screen name, and list my level of services (which I wasn't familiar with so I asked the phone rep).  But, I got through and here I am posting this notice.


SUGGESTION 5:  Phone reps shouldn't just say to "go to the website" to give feedback. The website is too confusing.   Had I just gone to "contact us" without him, I probably never would have seen the "idea exchange", nor would I have known that it was monitored by anyone other than other users.  It would not have occurred to me that a communite forum would be a place to make a complaint.  So the phone reps should offer to stay with the customer until they get to the right place.


I then also asked the phone rep for the proper email address to send my suggestion, and he said he couldnt find it, and that they "must have changed" the way they take feedback.


SUGGESTION 6:  Phone reps should be able to take feedback themselves, and if not, they should be trained on the most current ways how to properly do so, not just generally refer customers to this confusing website.



Status: Acknowledged

More channels on FIOS MOBILE App!

Status: Acknowledged
by kittyboo2121 on ‎07-02-2014 08:50 AM
I now understand that I have far more channels available on the FIOS Mobile app when I'm at home using Wifi, and I appreciate that. My issue is when I'm home, while it's very nice to have more channels available I'm home and could very easily just watch the television, versus when I'm out! Could you please make more channels available on the mobile app. Thank you.
Status: Acknowledged

On Demand through cablecard/Tivo? Comcast has this now

Status: Acknowledged
by gbfraz ‎06-29-2014 09:26 PM - edited ‎06-29-2014 09:26 PM

I just came back to Verizon after 3 months of trying out Comcast.  In the end, it didnt work out but one thing I noticed that I didnt even realize was possible is that my Tivo which was using a Comcast cablecard, now had an icon for Comcast and accessing on demand services!  I was so glad to see this!  When I went back to Verizon (today), it was like before where I still dont seem to have access to any on demand services.  Is there any way to have this also like Comcast offers without using a Verizon owned box?  Sorry, I still love my Tivo and no other DVR or set top box compares to them, but I would really like to see this as well.  And if its not something thats possible already and just dont know how to yet, please give us this upgrade also!

Status: Acknowledged
0 Votes

please either make a separate app for live stream tv for Verizon wireless users,  or make iat a separate option for us.   as a verizon wireless consumer i would like the ability to watch live tv on my mobile device and then mirror that to my TV or compatible viewer.       i wish i could just pay a small fee for that option on my mobile device, with out having to buy fios tv and have local channels  



Status: Acknowledged
by bbabich on ‎06-29-2014 05:27 PM


when i am watching a program on my dvr and wish to continue watching it on anther tv i have to fastforward to theapproximate place i stopped on the first tv. very inconveniant.


Status: Acknowledged

fix the last to live tv

Status: Acknowledged
by pheonix1219 on ‎06-29-2014 08:01 AM

on the new dvr service record up to 12 shows.  I noticed u cant watch a recorded show then press last to go back to live tv and last to go back to recorded show like u could on multi dvr

Status: Acknowledged
0 Votes

Stop raising the price of UFC PPV Events

Status: Acknowledged
by N_B on ‎06-28-2014 07:10 PM

Just found out that UFC 175 is now up to $62.99.   THAT IS INSANE!  It was already insane at $59.99.


Please don't increase the price.


Status: Acknowledged

Channel guide text needs to be enlarged

Status: Acknowledged
by Nsteinke7 on ‎06-28-2014 03:52 PM

There needs to be an option to increase the text or font size on the tv channel guide.  We can barely read it on our 55" tv, not to mention our 36"...  Our vision is good, so I'm sure people with challenged vision would appreciate being able to adjust the text size.

Status: Acknowledged

Reduce cost for The Israeli Network

Status: Acknowledged
by bbloomen on ‎06-26-2014 06:52 AM

After doing some research, it has come to my attention that Verizon Fios customers are paying the highest monthly rates for any cable television provider.  While both Time Warner and Comcast charge $14.99 for this station, Verizon charges a full 25% more at $19.99.  This channel provides a great link to Israel with live television and sporting events.  However, to charge such a premium for a non-hd station seems foolish.


My recommendation is to charge the $14.99 a month, allowing for more subscribers to enjoy first run content from israel.

Status: Acknowledged

Add Hallmark HD

Status: Acknowledged
by dot256 on ‎06-25-2014 04:11 PM

Add the HD version of the regular Hallmark channel (240) to FIOS (as 740).


(On other ideas, FIOS customer support incorrectly lists the regular Hallmark channel as existing. The Hallmark Movie channel exists in HD, but the regular channel does not.)


Thank you.

Status: Acknowledged
That is correct, dot256. Currently the Hallmark channel is available in 3 forms, Hallmark channel (240), Hallmark movie channel (239), and Hallmark movie channel HD (739). There is currently no form of the Hallmark channel in HD. Hallmark channel (240) is available in the Preferred, Extreme and Ultimate package. Hallmark movie channel (239) is available in the Select, Preferred, and Ultimate package. Hallmark movie channel HD(739) is only available in the Ultimate package.

WiFi enabled set top boxes

Status: Acknowledged
by hvm on ‎06-25-2014 12:51 PM

You guys have got to make the move to WiFi enabled set top boxes.....I just came over to Verizon but had AT&T provided coverage in my area I would have stayed with AT&T simply because they have the WiFi just can't beat if for convenience I simply hate the cable outlet locations the previous owner chose......if I had the WiFi boxes I could put my TV sets where ever I wanted them but I stuck with the totally illogical locations the previous owner decided on. 

Please hurry and catch up with the latest technology!!


Status: Acknowledged
0 Votes

Finding a lost remote control

Status: Acknowledged
by 88KeysBW on ‎06-24-2014 06:25 PM

Why can't Verizon provide a remote that emits a sound when you push a button on the set up box so you can locate it?

It'd be similar to how you find you car in a crowded parking lot by pushing the horn button on your key chain.
I'd like that a lot better than buying a second remote!
Status: Acknowledged
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