Existing Customer can't switch from Freedom Essentials to Digital Voice?
Carl
Specialist - Level 1

This is more for curiousity's sake, but I have tried twice in the last 6 months to switch my home phone number over to digital voice and off of the Freedom Essentials plan, and also to move my 2nd line off of copper and onto the fiber and add it as a 2nd line to digital voice.

The first time I called, I was told there was a technical issue that wouldn't allow me to switch, and I thought nothing of it. When I called back 2 weeks ago, I was told that existing customers can not switch to digital voice without a waiver. The CSR I spoke with seemed to know what she was taling about, but it appears that I can not switch. 

Is there a reason for this? Do I have to wait until January (when my contract is up) to ask again?

Carl

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Mike_VZ
Contributor - Level 3

Hello Carl,

Converting existing customers over to FDV was suspended until further notice and the product was restricted to new customers only.  Not all areas are FDV capable as well which may of lead to some of the confusion you ran in to.  If you would like I can check to see if you are located in a FDV capable location so that you will know if you have the option when we enable the ability to migrate existing  customers to FDV again? I will send you a private message to get your information.

Thank you

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ALarryR
Enthusiast - Level 3

I am in the same situation with respect to switching from Freedom Essentials to Digital Voice.  Would you mind checking my capability as well?

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DDRZ
Newbie

I had FIOS installed today and do not have to pay early termination over the next 30 days.  I do not feel that the Digital Voice vs. Freedom Essentials was properly explained(I certainly understand the difference now), and have not been successful in having it changed from Freedom Essentials to Digital Voice in my conversations with many Verizon phone reps today. 

Can anybody here help, or must I exercise the leverage that I have over the next 30 days, which would be wasteful for Verizon and myself?

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felinde
Newbie

Can you check if I can upgrade to Digital Voice as well. I have been asking for over a year now.

I would be prepared to be double billed for a month if that is what it takes. Very frustrated..........

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irwing
Enthusiast - Level 2

I ahve the same problem and am so frustrated I am about to switch my service to comcast.

I have FiOS and 2 lines on Freedom Essentials, my neighbors on both sides of me have Digital voice as new customers.

When I got FiOS a while ago they told me it wasn't available and now they tell me I can'nt convert over unless I switch to comcast and then come back to Verizon a year later.

I cant believe this, the Verizon customer service is non-existent and it appear to me that simply dont care about the customers and want them to leave.

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JustaGuy
Contributor - Level 2

Mike-Vz said "Converting existing customers over to FDV was suspended until further notice and the product was restricted to new customers only. "

I know that digital Voice is available on my street because my next door neighbors on BOTH sides of me are NEW customers and received it. So availability is NOT an issue. So what is the issue exactly?

Why can't I and other existing customers get digital voice? What's the big secret?

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jonesyg27
Enthusiast - Level 2

I know it is frustrating and time-consuming, but keep hammering on them. You're right, there is no technical reason why they can't give you what you want.

I had Freedom Essentials and in June bought a house 1 mile away and wanted to keep the old number. Verizon originally said sure, no problem, and transferred service. But when the new service was activated I had a new number. I called to complain and they said I couldn't keep the old number on copper but could keep it if I got FIOS. So I got the triple play installed and guess what, the new number was still there. I called to complain and they gave me the old number back. (I'm leaving out the hours of time talking to every department about the copper issue and then having no home phone service at all for 2 weeks while waiting for FIOS installation after they put the message directing callers to my cell phone on the new phone number, which of course nobody would even know.)

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ALarryR
Enthusiast - Level 3

I spoke to Customer Service on July 18th and was told that I will be able to convert from Freedom Essentials to Digital Voice on or about August 1st.  I won't hold my breath.
Larry 

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jenns1
Newbie

I'm having the same problem with trying to switch to digital voice. I started calling last month to try and switch and was told different information depending on which csr I spoke with. Some said it wasn't a  problem, while other csr's said it was not possible. I was left a the end of June with a senior csr telling me that by mid July I would be able to switch my freedom essentials to digital voice. It's past mid July and I've called a couple of times and still no luck. Anyone have any information.  Oh , and dv is available in my area as well, some of my neighbors have it with new customer install.

Thank You

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Gumby5
Newbie

Mike,

I would like to know if the Fios Digital Voice is available in my area as well.  I have the Fios Triple Play package with the Freedom Essentials and am not able to get anyone to tell me when or if Fios Digial Voice is available in our area.  I believe that it is in SE DC.

Perry

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perkifried
Newbie

FYI, I wouldn't be so quick to try get rid of your copper line, because once gone you will not be able to get it back. I live in NYC and Verizon wont even consider re-bundling my over-priced triple play unless I agree to go with the digital phone. This is something that I have never wanted to do because I fear of what would happen if the power were to go out for more that eight hours, which is the length of time your digital phones will work if the power does goes out. This is something I had a big argument with the sales people about before Hurricane Sandy struck our area, and when I spoke to people after, so many people didn't even realize that when the were signing up for the triple play packages what they were giving up. Yes you are saving money and yes Verizon wants to save money but what happens if something catastrophic occurs and you are without power for days or weeks.  I've lived in areas where the power has gone out and the phones almost always worked. I think its a mistake for us to allow this complete changeover to happen, we (along with our government) should have some control of our communications, and sometimes simpler is sometimes better. Have we been paying all these taxes and fees just so these companies could abandon the copper lines, lay off all of the workers who mantained them and adopt a new system? Telephone lines would be much easier to get going again in an emergency, we've been doing it for so many years, digital and cell phones not so reliable. When the power went out in the city, only one company had service and as far as the hurricane, people were charging their cellphones in restaurants or wherever they could, if they could get out, so not so reliable either when the power goes out. Also, the representative told me if I ever moved I would not be able to get a new copper line, they were no longer offering them, kind of scary. I can no longer get my fax machine to work since FiOS was installed so who know what they did, maybe some of you are right and its not really even a truly copper line. Thank goodness my lights haven't gone out, but if they do I hope my phone still works for more than eight hours. So for now I will be stobborn and not give up my copper line and will try to let people know what they are doing when they switch but I think we are being snowed and bullied by a coporate giant who in the end will get what they want anyway. All digital voice, copper elimination no matter what the risk.

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lasagna
Community Leader
Community Leader

I know that Verizon certainly wouldn't recommend it, but if your phone service is not part of your current package or your only on a month to month plan and you're comfortable with VoIP services, I would encourage you to shop around.  It's Verizon's competition in the phone service arena, but services like Vonage or Phonepower (the provide I happen to use) as well as a host of other are all out there which allow you to port your current number and are substantial cheaper than tradition phone service.

These are susceptible to internet outages and perormance -- so YMMV -- Verizon's POTS, FTTP, or DV are the most reliable in this spectrum compared to their competition, but it you understand and are comfortable with the risks, they are well worth consideration.

I've have VoIP services for over 5 years now (with different providers -- Vonage, SunPower -- which went bankrupt and I almost lost my number, and most recently PhonePower) but I pay less than $12/month for unlimited outbound calling anywhere in the US and 99% of the time I have excellent call quality and reiiability.

If you understand and are comfortable with the risks, I would urge you to consider such an option -- and drop your Verizon service but retain your FiOS Internet services -- which still, in my opinion -- are far superior to what cable has to offer.

Food for thought.

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ALarryR
Enthusiast - Level 3

Mike_VZ, was wondering if there is any update to this issue?  I still cannot switch from Freedom Essentials to Digital Voice although other people in my building (in Manhattan) have Digital Voice.  Very frustrating situation.
Thanks, Larry

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wekurtz74
Enthusiast - Level 1

Is there any update?  I am upset with the runaround I have been getting when trying to find out about this and other issues from CSRs in the sales area.  I was an early adopter of FiOS and have older router and ONT which do not support some of the current services available. I researched DV online and it says it is available in NJ where I am.  What makes it even worse is that I get a letter from Verizon telling me to call to review my account to make sure I have the proper services and then I am told when I call to basicly go to sit and spin.  I get the run around about upgrading my router to one which is capable of making use of things like remote DVR programing.  Do I have to disconnect my service and they reconnect in order to get the services?  This is awful treatment of current customers and for the first time ever I am considering making the jump to some other provider. 

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rpjoe
Enthusiast - Level 3

i have freedom essentials. whats the benfit of digital voice? better call quality? less money? less taxes? i'm afraid that switching will somehow screw up mt billing with the quad play. any little change can set it off.

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tns
Master - Level 2

Less taxes, some more features.  However there are also a few things that are not available with Digital voice. 

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n00dle1
Newbie

Hi,

I spoke to 2 different CSRs within the last 2 weeks.  They told me they can transfer my Freedom Essentials to Digital Voice.  However, they need me to sign up for a bundle deal (triple play, double whatever).  And the prices they gave me are higer than the deals on the internet.  For example, I am able to get a triple play deal with multi-room dvr free for life for 2 TVs (standard set-top box) for $89.99 on the internet.  But the CSR told me $99.99 for the same bundle.  It's $10 more a month - probably about the same as my tax savings for converting to Digital Voice.

Since my original contract was up, does anybody know if I would be able to just cancel my Fios service altogether and start as a new customer?  

Thanks,

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SAA2
Newbie

im so glad i found this site as im as frustrated as any one person could possibly be about this same issue.  my original inquiry came as a result of a bill change where i am now being charged $20 more per month for my package, (i had a promotion that ended).  was advised by two CSR's that my package was no longer available and i would have to switch out of my plan to a new one in order to take advantage of any new bundles. The first CSR said i would have to be in a bundle that was $109 per month in order to get faster internet as every other package that was being offered had slower service than what i have now.  the second CSR told me that there is a package for $104 which is essentially what i am paying now, but my internet will be faster.  not sure where the $5 difference comes from, but whatever.  So, after my tale of woe about how i feel like Verizon doesnt care about existing customers, because new customers can get a better price than an existing, loyal, good paying customers can, i finally agreed to the $104 package with digital voice.  next thing you know im on hold for 20 minutes because of this digital voice ban on existing customers.  there appeared to have been some debate between CSR's as to whether or not i could get it. 

Well the long and the short of it is, i cant, and neither can any of you, AND verizion has no idea when an existing customer will be able to get it.

this is infuriating!  its bad enough i have to pay more than a new customer, but now im paying more for an inferior product!!. and this makes sense how exactly??

where's the loyalty verizon???

some knucklehead with a spreadsheet in corporate is calling the shots, throwing around percentages and using terms like "customer retention".  what they are really saying is "we'll do what we want, and most people are too lazy to switch"  "we DARE you to switch, and we're willing to bet you wont" 

well verizon, consider that dare accepted.

im on long island, cable is offering $79.90 for the triple play for anyone interested in exploring other options.  Cable treats their clientele like crap also, but they roll out the red carpet for you when you switch from fios, which is what fios did when i switched to them almost 3 years ago.  i fully expect to get the run around from them also in 2 years from now.

what all of these companies fail to understand is that we are not numbers on a spreadsheet, we are human beings, we are customers, and we wont accept being treated poorly. 

Verizon, if you are not loyal to me, why should i be loyal to you?  i am not lazy, and i will switch, and i encourage anyone else who feels the same to do exactly that.

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n00dle1
Newbie

I received an email today from Verizon's customer service saying that  the digital voice is not available at my address, which is not true.  I know Digital Voice is indeed available in my area.  And I'd be able to get it if I signed up as a new customer.

The most frustrating thing is that all the CSRs I have corresponded with in the last few days all said something inconsistent. 

If Verizon is not willing to accomodate my request to swtich over to Digital Voice, I am going to start shopping for a new Internet / VoIP provider.

Any suggestions on a good VoIP provider?

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ITGuy
Newbie

Well here is my experience with trying to transfer from Freedom Essentials to Digital Voice.    My parents just got FIOS last week and I was astounded at the number of features they have that I don't have with FE,  not to mention how nice the on-line interface wtih DV is and the amount of features that can be controlled on line from any location.    We all know that Call Assistant that comes with FE is virtually useless. 

In calling to request a transfer to Digital ,  I was told that it is not available in my area.    When I mentioned that my neighbor two doors down and with the same exchange that I have,  just got it,   SUDDENLY,   it changed to being available in my area, but is being given ONLY to NEW FIOS customers. 

I said that this seems very unfair to the loyal,  long term FIOS customers.    I was told repeatedly that this is a business decision that was made by Verizon management and that the CSRs are not informed as to the reasoning behind this decision.     I asked if this switch would require different wiring at my home and she said no wiring changes would be needed.   It would involve moving my service from the Central Office to a virtual arrangement and that it could be done,  but that Verizon has made the decision not to extend this service to existing customers.  

She then got kind of snippy and said "does your current service not work??".   I said it works fine, but if there is a service that provides significantly more functionality to me,   I should not be prevented from getting that at the expense of new customers just because I made the decision to get FIOS as soon as it was available to me 3 years ago.  

Verizon mentions repeatedly how many people are dropping their landlines completely.   Here we are that would just like to have the same functionality as NEW customers and are kicked to the curb by Verizon. 

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