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I have had my FIOS Triple Play account for almost 1 year.

The hardware itself has always worked fine, however the information regarding how to use it has been frustratingly hard to come by.

The rotten experiences I have had include:

1.The person that installed my FIOS came when only my wife was home and miswired my TV and somehow forgot to turn on the wireless Internet on the router even though he removed a wireless router from my PC.

2. There was no customer service to call on weekends, it was just 9-5 during the week. I have no idea if this is still true. (Contrasted to my cable network that would come out to your house the next day.)

3. I could not log into "My Account" to manage my services. I traded about 10 emails with customer service and it didn't work. Go figure! I tried the automatic log in about a month after the email train and now I can finally manage my online account. So after about 3 months of trying, I can log into my account.

4. I signed up for Starz because I had it on my cable account. I kept hearing the FIOS ads about on demand movies. Try as I might to find the "free" on demand Starz area (which my cable had), I finally realized that there was no such thing. Apparently only HBO has free online content. My bad.

5. I want to switch out my computer that is connected to the FIOS router and I wanted to know what I needed to do to get everything working with the new computer. Apparently there are no FAQs for this, you just have to search the posts yourself.

I think Verizon needs to step up their current customer support and quit worrying about new sales for awhile or they are going to have to replace their current customers when they go back to cable.

Comments

Bob_Robertson

@SkywalkerFx wrote:
I have had my FIOS Triple Play account for almost 1 year.
The hardware itself has always worked fine, however the information regarding how to use it has been frustratingly hard to come by.

The rotten experiences I have had include:
1.The person that installed my FIOS came when only my wife was home and miswired my TV and somehow forgot to turn on the wireless Internet on the router even though he removed a wireless router from my PC.
wireless is on by deafult... not sure, but perhaps you are reffering connecting your particular PC to the wireless network?

2. There was no customer service to call on weekends, it was just 9-5 during the week. I have no idea if this is still true. (Contrasted to my cable network that would come out to your house the next day.)
Technical Support is 24/7 and alwasy has been.... Indeed, customer service/billing/sales are during the week and saturdays only

3. I could not log into "My Account" to manage my services. I traded about 10 emails with customer service and it didn't work. Go figure! I tried the automatic log in about a month after the email train and now I can finally manage my online account. So after about 3 months of trying, I can log into my account.
Glad that is working.. hope you feel better
4. I signed up for Starz because I had it on my cable account. I kept hearing the FIOS ads about on demand movies. Try as I might to find the "free" on demand Starz area (which my cable had), I finally realized that there was no such thing. Apparently only HBO has free online content. My bad.
I was under the impression that STARZ has ample VOD content/selection... But I dont have STARZ so I never checked, but right on...
5. I want to switch out my computer that is connected to the FIOS router and I wanted to know what I needed to do to get everything working with the new computer. Apparently there are no FAQs for this, you just have to search the posts yourself.
go to https://activatemyfios.verizon.net and click the link in the bottom right corner "FiOS I&M technicians click here, and choose the option for "reinstall software/configure additional PC"
I think Verizon needs to step up their current customer support and quit worrying about new sales for awhile or they are going to have to replace their current customers when they go back to cable.
the help and support sections of the verizon websites are full of helpful things...

DarthMatt

I feel your pain. Existing customer service + Verizon = oxymoron. They do smile while they put the screws to you though.

Justin46

A few additional comments beyond what Bob said:

1) How do you know wireless is not on in the router? As Bob said, the router is delivered with wireless turned on, I have never heard of a tech turning it off unless the customer requests it. If you have a PC (desktop or laptop) with a wireless adapter, you should be able to look and see whether there are any wireless networks available to you. Or with a wired PC you can use your browser to log into the router (the login is usually set to "admin" and "password1" by the installation tech. If you cannot log in, you can always reset the router back to factory default and then it should be "admin" and "password"), then check the wireless setting. You did not indicate which brand router you have, but for the Actiontec router it is:

2) I have had FiOS service (TV, Internet, and phone) for over 4 years, I have always been able to contact tech support 24/7, at 1-888-553-1555. If you have techincal issues you should be able to reach them at any time. In addition, at times during the day Verizon offers a "Live Chat" function where you can communicate electronically with a rep.

Now the above doesn't always give you the best support, I must admit. There are lots of customers who feel they do not get good support from either of the above paths. I have had mostly good support, but maybe I have just been lucky. Of course you can always ask questions here on the forum and probably get good help.

4) I have Starz as part of the movie package. There most certainly is "free" Starz VOD available, lots of it. On your STB:

On Demand button on your remote ==> Browse All ==> Premium Subscriptions ==> Starz ==> take your pick

5) I suspect there are no FAQ for changing computers because there is nothing to do but unplug the old one and plug the new one in. There is absolutely no Verizon software required on a PC to use the FiOS internet service (one thing to be aware of: the Verizon routers are delivered supporting DHCP for devices to connect to them, your PC must be set to be using DHCP also. This is probably the way it is, but I have no way to know for sure). Now Verizon does offer some software that supposedly will make it easier to diagnose problems, but it is not required. Why do you think there is software required?

I sympathize with your problems, but I think you are making it more difficult than it really is. Come here to the forums, tell us what your problem is, and let us help you (In my opinion is is better to ask only one or two questions at a time, if you ask too many things get too complicated. Just MHO of course).

Good luck.

__________________________________
Justin
Verizon FiOS TV, Internet, and phone
QIP6416-P1, IMG 1.7C, Build 09.83
Keller, TX 76248

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