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On hold 45 minutes with customer service

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Copper Contributor
Copper Contributor
Posts: 6
Registered: ‎07-10-2010

On hold 45 minutes with customer service

Message 1 of 7
(4,183 Views)

THIS SUCKS.  After 45 minutes and 3 people I'm told a channel that is in the PRIME HD list is not included in the EXTREME HD package I signed up for.  Then why in the world is it on the list.  I was told I don't get all channels in prime hd.  The truth is I get all except for 2.  Why the {word filter avoidance}are the on the list then.  The **bleep** footnote mark next to these 2 channels is so small you need a magnifying glass to see what it is and I wear reading glasses and still can barely make it out. 

 

The 1st person told me yes you should be receiving the channel and switched me over to technical support. That was a half hour wait then he switched me back to customer service and another wait to be told by that person I don't get all the channels.  

 

Wow you guys really know your stuff.  Could it be that Verizon isn't all that!?

6 REPLIES 6
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Copper Contributor
Copper Contributor
Posts: 6
Registered: ‎07-10-2010

Re: On hold 45 minutes with customer service

Message 2 of 7
(4,179 Views)

That bleep is for the word {word filter avoidance}.  I didn't know that word is so horrible!!!

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Platinum Contributor III
Platinum Contributor III
Posts: 6,819
Registered: ‎08-23-2008

Re: On hold 45 minutes with customer service

Message 3 of 7
(4,151 Views)

I agree what is on a lower tier should be on a higher tier. Does not make since to me. I am at Ultimate so it's all good. But yes I agree they should fix that.

 

Yea. But it's ok to suck.Smiley Very Happy

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Bronze Contributor II
Bronze Contributor II
Posts: 371
Registered: ‎12-15-2009

Re: On hold 45 minutes with customer service

Message 4 of 7
(4,141 Views)

I assume you are talking about those 4 or 5 channels that Verizon made a head-scratching decision to put on only Prime and Ultimate HD. Those would be Hallmark Movie and some other retirement-type channels. Didn't make any sense other than to squeeze out a few more Ultimate HD customers...

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Platinum Contributor III
Platinum Contributor III
Posts: 6,819
Registered: ‎08-23-2008

Re: On hold 45 minutes with customer service

Message 5 of 7
(4,123 Views)

 


@ekem015 wrote:

I assume you are talking about those 4 or 5 channels that Verizon made a head-scratching decision to put on only Prime and Ultimate HD. Those would be Hallmark Movie and some other retirement-type channels. Didn't make any sense other than to squeeze out a few more Ultimate HD customers...


I also agree, but was able to work out a deal for the upgrade. I have had FiOS since before there was FIOS TV anywhere. It is amazing what the retention department can do when you ask to start cutting services like phone. I asked for an Internet and TV only bundle and was politely surprised at what they could do for the Ultimate bundle. I was looking at dropping phone service because the home phone is more of an annoyance since I have a cell phone, and could get an IP phone for much less then POTS.

 

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Copper Contributor
Copper Contributor
Posts: 6
Registered: ‎07-10-2010

Re: On hold 45 minutes with customer service

Message 6 of 7
(4,094 Views)

 

 

I've had other problems since the install 2 days ago. 

 

First, after I asked for my old phone number to be transferred over they changed my phone number.  Temporary inconvenience of having a new phone number show up on caller id when I call people.  I tell them to still call me on my old number as this is only temporary and Verizon installer fixed the problem by having calls to my old number forwarded to my new number.  I was told by next Thursday my old phone number will be restored. 

 

Second, frozen screen and continuing sound when watching 2 different recorded programs.  Reported both of these over the phone and to an email address I received from the Verizon VP of operations of LI. 

 

We'll see what happens .... if he actually reads the email. 

 

I'm not a happy camper!

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Silver Contributor IV
Silver Contributor IV
Posts: 503
Registered: ‎08-06-2009

Re: On hold 45 minutes with customer service

Message 7 of 7
(4,012 Views)

's very true that Verizon CS is horrendous.  But, to be fair, the reps are not kept up-to-date...they are probably just as confused and in-the-dark as we are!

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