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Complaint Forum Proposal

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Contributor
Contributor
Posts: 7
Registered: ‎09-10-2010

Re: Complaint Forum Proposal

Message 21 of 34
(3,436 Views)

 

Evidently, you “helpers” do not understand the ultimate frustration of those of us who have spent countless hours on the phone, on the Internet, at Verizon Stores, etc. before posting a complaint.

 

Sorry to sound so rude but, at 71 years old, I don't have that many years left to continue looking for a solution to my situation and I really hoped this forum could help.

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Platinum Contributor III Platinum Contributor III
Platinum Contributor III
Posts: 5,175
Registered: ‎08-05-2008

Re: Complaint Forum Proposal

Message 22 of 34
(3,427 Views)

 


@carolefedup wrote:

 

Evidently, you “helpers” do not understand the ultimate frustration of those of us who have spent countless hours on the phone, on the Internet, at Verizon Stores, etc. before posting a complaint.

 

Sorry to sound so rude but, at 71 years old, I don't have that many years left to continue looking for a solution to my situation and I really hoped this forum could help.


 

Well carolefedup, I am 69 1/2 years old, and I come here to try to help people who are having problems. I have had FiOS TV and internet for 5 years and am a very satisfied user. Now, as of this reply, you have made 3 posts, and as far as i can see you have not identified one single problem; how do you expect anybody to help you here at the forums if you do not tell us what the problems are? Telling the phone folks, or telling the store folks, does not give us a clue as to what your issues are. These forums are users helping users, so you need to tell us. There are some really great volunteers who come here to try to help if you will give them a chance.

 

So, do you really want help, or do you just want to let others know how frustrated you are? if the latter, just say so, and I suspect you will not get much if any help (but you will probably get some more people to say "me too", which doesn't do anything useful). But if it is the former:

 

1) Find the correct forum for the topic you wish to ask for help with.

 

2) preferrably do a search in that forum using keywords to see if your problem/issue has already been handled (not a requirement, but might get you an answer more quickly).

 

3) Post a question (a real question, not just saying how bad something is). Provide as much detail as you can, be as specific as you can.

 

4) Sit back and hopefully you will get a reasonably quick answer.

 

So, give us some questions to help you with Smiley Very Happy

 

__________________________________
Justin
Verizon FiOS TV, Internet, and phone
QIP6416-P1, IMG 1.7.1, Build 09.97
Keller, TX 76248

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Contributor
Contributor
Posts: 1
Registered: ‎09-10-2010

Re: Complaint Forum Proposal

Message 23 of 34
(3,415 Views)

I agree. I have had nothing but issues as a 10 + year customer with verizon.  There are times you call into the verizon service hotline, and it is not accepting calls at that time and you are asked to call back.  Your attempt is then not recorded.  You are at the mercy of their agents to make notes of your phone calls  when you do get through and if the representitive doesn't make the appropriate notes, you can still be accountable for services that you followed procedure to disconnect or change service.  As I have attempted to do, I have now invested 6+ hours to the verizon customer service dept. to no avail.  It is obvious that Verizon does not respect or value their customers. 

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Contributor
Contributor
Posts: 7
Registered: ‎09-10-2010

Re: Complaint Forum Proposal

Message 24 of 34
(3,393 Views)

Justin

 

Again, I apologize for being so rude. It was suggested, by a friend, to visit your site for help and it was my last resort.

 

As per your suggestion, this is my problem. . .

 

It sometimes takes me 15 or more minutes to connect to Verizon. I get all kinds of message like “There is too much activity on the line. Try again later.” There also are various Error messages. I am getting timed out, continually. I have been told, by different Verizon people from Tech Support to Billing that I have to upgrade. I have been told FIOS lines are being installed and this may cut me off, on occasion. (For over six months?) I am told that because I live in an area with a huge hospital complex and the accompanying business, they get priority and, when the lines get overloaded, businesses prevail and they must cut me off.  I have been told the problem occurs because I use a MAC. I have been told none of these excuses are valid and it’s a problem with Firefox and Safari.

 

My husband uses MobileMe  through Verizon and, once connected, he can be on the computer for hours and he is never timed out. I have never been timed out when using Gmail. I really don’t spend that much time on the computer for correspondence but, when replying to email with my Verizon.net address

 

Can you or one of the other helpers tell me what I must do so I am not continuously “Timed Out”?

 

(I have had to re-write this reply in Word as Verizon has timed me out in the short time it took me to read your post and spend a few minutes to answer it. The entire reply was wiped out and I had to start from scratch. Can you understand how frustrating this is?)

 

The following is just one of the messages Verizon randomly sends me. Does this help you?  Even the Error messages are filled with Ads.

 

An Unexpected Error has occurred. Go To * Verizon | Forums and Blogs - Verizon Community * Verizon Community Information Center * Community Announcements * Terms of Service and User Guidelines * MVP * New Verizon Wireless Community FAQs * Forums Feedback and Suggestions * Verizon Idea Exchange * Share Your Ideas with Verizon * Verizon Idea Exchange FAQs * Learn - Community Blogs * Verizon at Home * Small Biz Blog * Medium Business Blog * Responsibility Blog * Community Beat * Residential Products and Services * Frequently Asked Questions * Home Phone (Landline or Digital Voice) * High Speed Internet (DSL) and Dial-Up * General Residential Products and Services * FiOS Internet * FiOS TV Technical Assistance * FiOS TV Programming * Verizon.net Email * My Verizon Account (Residential) * Small Business * Welcome to the Small Business Community * Starting A Small Business * Small Business Advertising and Marketing * Small Business Management * Small Business Finance * Small Business Networking * Small Business Resources * Small Business Advice * Small Business in the News * Other Small Business Related Topics * My Business Account An Unexpected Error has occurred. * Sorry, your request failed. A notification has been sent to the development team for investigation. Exception ID: 3FDBE013 Please click the Back button on your browser.

Contributor
Contributor
Posts: 7
Registered: ‎09-10-2010

Re: Complaint Forum Proposal

Message 25 of 34
(3,385 Views)

Well, I took Justin's advice and zeroed in on a Forum that addressed my situation and there is no solution to the "Timed Out" problem with Verizon. Sorry I wasted your time. I will be sending a Gmail address to all my Verizon people, mostly Mac friends as this seems to be the only option to being cut off. Until I switch back to Comcast, I will have to put up with having to keep trying to connect with Verizon until a line is open. I still would like to see a Forum where people can actually count on Verizon Tech Support people to read their problems and come up with solutions. All you Verizon supporters must be real proud that customers with problems have to resort to a Forum because, unlike Comcast, there is no such thing as Verizon "Customer Relations".

 

Thanks anyhow Justin.

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Platinum Contributor III Platinum Contributor III
Platinum Contributor III
Posts: 5,175
Registered: ‎08-05-2008

Re: Complaint Forum Proposal

Message 26 of 34
(3,374 Views)

Hi Carolefedup,

 

I'm sorry you are experiencing this problem.

 

From your description I think your environment is that you are using Verizon DSL service, is that correct? And where are you located - city and state? And that the "cutoff" problem you are experiencing is with Verizon Webmail on a MAC? Any other issues we need to be aware of?

 

Now I am a FiOS user, have never had DSL service, nor do I have a MAC, so I am not the best one to try to help. If you can answer the above questions we can see if maybe we get your question put into the correct area of the forums where people with expertise can maybe help.

 

__________________________________
Justin
Verizon FiOS TV, Internet, and phone
QIP6416-P1, IMG 1.7.1, Build 09.97
Keller, TX 76248

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Contributor
Contributor
Posts: 7
Registered: ‎09-10-2010

Re: Complaint Forum Proposal

Message 27 of 34
(3,359 Views)

After just posting "Hi Justin, thanks for replying." I was cut off with the same:

 

An Unexpected Error has occurred. Go To * Verizon | Forums and Blogs - Verizon Community * Verizon Community Information Center * Community Announcements * Terms of Service and User Guidelines * MVP * New Verizon Wireless Community FAQs * Forums Feedback and Suggestions * Verizon Idea Exchange * Share Your Ideas with Verizon * Verizon Idea Exchange FAQs * Learn - Community Blogs * Verizon at Home * Small Biz Blog * Medium Business Blog * Responsibility Blog * Community Beat * Residential Products and Services * Frequently Asked Questions * Home Phone (Landline or Digital Voice) * High Speed Internet (DSL) and Dial-Up * General Residential Products and Services * FiOS Internet * FiOS TV Technical Assistance * FiOS TV Programming * Verizon.net Email * My Verizon Account (Residential) * Small Business * Welcome to the Small Business Community * Starting A Small Business * Small Business Advertising and Marketing * Small Business Management * Small Business Finance * Small Business Networking * Small Business Resources * Small Business Advice * Small Business in the News * Other Small Business Related Topics * My Business Account An Unexpected Error has occurred. * Sorry, your request failed. A notification has been sent to the development team for investigation. Exception ID: 3FDBE013 Please click the Back button on your browser.

 

Anyhow, I do have DSL and, even with all the FIOS cable around us, we aren't able to connect. That is, if I planned to. My Mac "Experts" are positive Macs have no problems with Verizon and there is the possibility that the situation may not be addressed because Verizon wants me to upgrade at a higher price. Seeing that others have encountered the same problem and I'm sure they're not all Mac users, thereseems to be no solution. I just wanted Tech Support to tell me if there is something I may have to change in my Preferences. So. . .If you, and the other helpers have no solution please don't feel bad.

 

I was hoping someone in this Forum could send me in the right direction to get an answer. As Secretary of my Mac Users Group for over 15 years, one of my jobs was to take questions and comments and forward the 90% I couldn't answer, to one of our "Experts". My expertise was in Desktop Publishing, i.e. Photoshop, Pagemaker, Illustrator, QuarkXPress, Freehand and a bunch of other associated Software. This is why I have been a Mac user for over 25 years. PCs couldn't cut it.

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Contributor
Contributor
Posts: 7
Registered: ‎09-10-2010

Re: Complaint Forum Proposal

Message 28 of 34
(3,352 Views)

Forgot mention that the area Medical Complex is Kennedy Health Systems in Sratford, NJ. It is the largest Dental/Medical University in the state.

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MVP MVP
MVP
Posts: 1,981
Registered: ‎05-27-2010

Re: Complaint Forum Proposal

Message 29 of 34
(3,274 Views)

Ok, so I am a Mac user (and a PC user, iPhone user, and right now I'm typing this on my iPad).  I am a Verizon FioS user, but I take care of several residential and small business clients that are on DSL.  

 

Let's clear up a couple of things...

 

Mac's work just fine.  From a technical perspective, there is nothing which affects their operation with Verizon networks.

 

The hospital comment made by a tech support person is just downright silly.  Unless you are living in housing provided by the hospital and using their networks, the proximity means nothing.  The only time that would matter might be during any area wide outage - atwhich point Verizon would focus on repairing service to the hospital first (both as an emergency services provider and a business customer).

 

Now, with that said, how are you connected to the network?  Wired or wireless.  If wireless, connect wired and test your performance.

 

Next, what is the time and date on your Mac?  Is it maybe wrong by any significant amount?

 

Also, I think you are using wrong terminology - you are not being "cut off"  -  you internet continues to function, correct?  You can bring up websites?  You are encountering an error with your mail session timing out too quickly and receiving an error.  Based on the error message, I woud get this error to the tech support folks and ask them what it means.  It could be a webmail server code issue.

 

what version of Java are you running?  Go to www.java.com and update your version of Java.  Also, do you have the latest version of Firefox and do you have automatic Apple software updates turned on?  Lets get everything up to the latest versions to see what impact that might have.

 

 

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Silver Contributor IV
Silver Contributor IV
Posts: 588
Registered: ‎12-22-2009

Re: Complaint Forum Proposal

Message 30 of 34
(2,454 Views)

I have had several problems solved by forum members and I appreciate everyone who has helped me.  In addition, many times, I find the answer to my question without even posting it.   I ignore the complainers.  Please forum helpers don't go away, many of us rely on your knowledge.

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