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Caller ID on TV, Verizon I want that hour of my life back!

When messing around with my cable box last week, I noticed that there was a caller ID feature. After selecting caller ID, it then went through a process of checking to see if caller ID was available for me, and it was. Once I successfully activated it, I received a message saying that if it doesn't start working after 48 hours, call tech support.

Four days went by, and I called tech support on a Saturday. After talking with them, they had to hand me off to another department which was closed on the weekends......

So I call on Monday night and I sit on the phone with a tech for 45 minutes. During that time he had me log into verizon.com and attempt to activate Verizon Call Assistant. When I try, I receive the message "Error occurred while activating your Verizon Call Assistant account. For further assistance, Please contact customer support." So after leaving me on hold for about 15 minutes, the tech told me he would hang up, work on the issue, and call me back. He didn't want me waiting on hold any longer. He never called back that night or the next morning.

So i call support again, and this time I'm told that caller ID isn't available for me yet. WHAT? Why is my cable box telling me it is and why didn't the tech tell me that last night rather than wasting 45 minutes of my time?????? Wouldn't that be the first thing he checked?????

Comments

PJL

@nmilot wrote:
When messing around with my cable box last week, I noticed that there was a caller ID feature. After selecting caller ID, it then went through a process of checking to see if caller ID was available for me, and it was. Once I successfully activated it, I received a message saying that if it doesn't start working after 48 hours, call tech support.
Four days went by, and I called tech support on a Saturday. After talking with them, they had to hand me off to another department which was closed on the weekends......
So I call on Monday night and I sit on the phone with a tech for 45 minutes. During that time he had me log into verizon.com and attempt to activate Verizon Call Assistant. When I try, I receive the message "Error occurred while activating your Verizon Call Assistant account. For further assistance, Please contact customer support." So after leaving me on hold for about 15 minutes, the tech told me he would hang up, work on the issue, and call me back. He didn't want me waiting on hold any longer. He never called back that night or the next morning.
So i call support again, and this time I'm told that caller ID isn't available for me yet. WHAT? Why is my cable box telling me it is and why didn't the tech tell me that last night rather than wasting 45 minutes of my time?????? Wouldn't that be the first thing he checked?????

If you're not in Massachusetts, Rhode Island and Texas, then Caller ID on FiOS TV has not yet been activated (as of 12/15 at least). And Verizon Call Assistant is NOT required for it to work when it becomes active in an area. VCA is a service that allows you to hear your voicemail, see a call log,, get a caller ID popup on your PC, etc. from a web site or by running a client on your PC. It's been around for awhile and is a free "additional service" if you have Verizon phone service. I just activated it recently.

spacedebris

I just spoke to my friend at Verizon tech support. He says that they have a list that must be met before caller id is working

1. Must be in MA, RI, or TX (at this time. will be available to others shortly)

2. Must either have Digital Voice or Call Assistant

3. Must have Guide version 1.7 (this should be nation wide now)

4. Cannot have ONT version 610. Works with all others but not the 610 (you will only find out what kind you have if you call tech support)

5. Must have cable box 2500 v3, will not work on v1 or v2. the 7100, 6200, 6416, 7216 boxes are all compatible.

He says that if all of these are not met, the caller ID will not work.

spacedebris

I just got an update from my buddy..

NY (VHO 5) and Northern NJ (VHO 7) will have the caller ID available starting 12/16/09

contingent on the above requirements

nmilot

Thanks for this. I do live in MA.

I am at work now, but will confirm whatever I can when I get home and call again...........

Justin46

@spacedebris wrote:
I just spoke to my friend at Verizon tech support. He says that they have a list that must be met before caller id is working
1. Must be in MA, RI, or TX (at this time. will be available to others shortly)
2. Must either have Digital Voice or Call Assistant
3. Must have Guide version 1.7 (this should be nation wide now)
4. Cannot have ONT version 610. Works with all others but not the 610 (you will only find out what kind you have if you call tech support)
5. Must have cable box 2500 v3, will not work on v1 or v2. the 7100, 6200, 6416, 7216 boxes are all compatible.
He says that if all of these are not met, the caller ID will not work.

I hate to take issue with you, but I disagree with several of your items:

2) My understanding is that you must have Digital Voice -- or -- Verizon Freedom Essentials + Verizon Call Assistant (I of course do not have personal knowledge of the requirements, but this is what I have been told by a Verizon tech support rep, and I do have Freedom Essentials and VCA...note: I have VCA but I no longer use the PC client, it is not required to be running on a PC for Caller ID on TV to work).

3) I am pretty sure 1.7 is not nationwide yet, so still limited availability.

4) I have a 610X ONT, I just went out, opened the customer door, and looked, has a nice big sticker that says 610X. And Caller ID on TV most definitely works for me. So I believe your statement is incorrect.

I agree with 1 and 5 Smiley Very Happy

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

spacedebris

I got these straight from Verizon. They will not support it unless it meets all 5 requirements

But if you look, I DID says it needs Digital voice OR Call Assistant

1.7 is nation wide now (as of the 14th)

and according to tech support, they will not support and it officially does not work on the 610 ONT's, Now he may have had a typo in the model number, I'll check with him on that. But the model that is not compatible is the verison that does not have moca capibility. The model with no moca (still has coax of course, but cannot have the internet over coax) is not compatible.

VZ_Frank

The VM server in garden city ny is down, all of 516 & 631 area codes vm is out of service. This issue is being worked right now but as of yet there is no time/date for a resolution. I will post again when I receive another update. Also parts of NJ are affected as well.

Jaime_Lee

We hear the confusion and we are working to get you some clear understanding of what is required to get Caller ID on your FiOS TV. Please stay tuned.

VZ_Christian

Thanks to everyone for the interest in our Caller ID for FiOS TV service. Verizon has begun offering Caller ID for FiOS TV at no charge to FiOS voice and video customers. Caller ID for FiOS TV is currently available in Massachusetts, Downstate New York, Upstate New Jersey, Rhode Island and Texas, and it’s coming soon to additional markets.

To get Caller ID for FiOS TV, you need FiOS TV with a set-top box and either of the following:

FiOS Digital Voice

FiOS voice service and FiOS Internet and Verizon Call Assistant (must have all three)

You should use your remote control and Interactive Media Guide (IMG) to check your eligibility for Caller ID for FiOS TV.

Menu > Settings> Caller ID

If the Caller ID section is not available under Settings, it means the service hasn’t launched in your area; your services don’t meet the Caller ID for FiOS TV requirements; and/or your set-top box isn’t Caller ID for FiOS TV capable.

Some customers may see a message that “Caller ID for FiOS TV isn’t available in your area at this time.”

If Caller ID is available to you, the system will prompt you through the set up. If you are not a FiOS Digital Voice customer, the first step will be to activate a free subscription to Verizon Call Assistant service, if you don’t already subscribe to it. (Verizon Call Assistant also offers online access to your Caller ID messages, and voicemail, via the Internet, but there’s no obligation to go online and activate these features if you’re not interested in them. The online voicemail features are not currently available in all areas).

Some additional information:

Once you’ve activated Caller ID, you may not see alerts for 24-48 hours.
All ONT types are compatible with Caller ID for FiOS TV
All Verizon-supplied router types are compatible with Caller ID for FiOS TV
Some older set-top boxes may be unable to provide Caller ID for FiOS TV
You’ll need to activate Caller ID for FiOS TV on each set-top box where you want the service.

BILLBETHCT

I am actually relieved to find this forum. I just became a Massachusetts fios customer yesterday and cannot get the caller id feature to work on the TV. My biggest frustration is that I have spent close to four hours today on the phone being transferred between departments and receiving conflicting information. I have probably spoken to 11 different verizon reps just today. I am getting the message on the tv that says I do not have caller id even though I do. I am new to verizon but this terrible customer service.

PJL

Call and get Verizon Call Assistant added to your phone service. It's a free service. I suggest you use the online chat available on your My Verizon page to place the order. (Click on "contact us" at the bottom of the first page after you login to My Verizon.) It will take two days to get it activated, but then your FiOS TV caller ID should work.

furry

VZ_Christian,

All three of my STBs have been enabled for Caller ID. I am able to see Caller ID displayed on the TV connected to my QIP 7100-1 HD STB. So far, I have not been able to see Caller ID displayed on the TVs connected to my QIP 6416-2 HD DVR or to my QIP 2500-3 SD STB.

As I have no need for, nor interest in, Call Assist, and understand it is definitely not required to utilize Caller ID, I do not have it installed in my PC.

Could seeing Caller ID displayed on only one of my three TVs just be a question of waiting another day or two? Or should I phone for tech support?

furry

Is there a Verizon Tech here who can assist with my message of December 25th?

DARPA-LABS

Call Assistant IS REQUIRED. It doesn't matter if you use the PC client software or web functions or not though a Call Assistant account is MANDATORY. Why? The STBs' receive caller ID messages from the same servers that the PC Software and web portal use.

A few STBs to not support CID - they include the Digital Adapters, QIP2500-1 and 2.

Note the prerequisites posted by the VZ reps above.

Now, if I could only get Verizon to show interest in and escalate the issue with QIP2500-3 STBs losing access to the WAN every 12 hours.

Any good Verizon people want to take a shot at this one and be a hero to many good FiOS customers in desperate need? Check this thread out:

http://forums.verizon.com/t5/FiOS-TV-Technical-Assistance/Attn-FiOS-Advanced-Technical-Team-STB-Reset-Ever-12-hours/td-p/138381

DARPA-LABS

Let me point out that there is one exception to the Call Assistant requirement and that is Digital Voice. Sorry that I didn't mention that in my last message.

As for the servers, that information was provided to me by a Verizon tech from the Call Assistant / iobi group.

The tech group can be reached at: 888-483-5156 <--- Call Assistant - STB CID / iobi tech support ONLY. They can help with CID issues on the STBs as well as they have the ability to check the servers and see if they are receiving CID information for your account and so forth.

Do not call if your STB doesn't support CID or if it is NOT AVAILABLE per your box... there is nothing they can do about that.

Hope the above info helps.

nmilot

hahahahahahahahahahahahahahaha!!!!

This issue began for me about three weeks ago, I was never able to get it resolved. I finally gave up hounding tech support.

My 1 year contract ended yesterday, I had them shut off my service this morning and I switched to comcast. An hour and a half after the comcast tech leaves, what happens? I receive an email stating:

"Congratulations! You got Verizon Call Assistant"

Figures! Oh well, Comcast was offering me a better price and I have had enough of dealing with Verizon's support.

ssetta

I was able to get on screen caller ID, but then we had something done to our internet service and now we can't get it, even though it's enabled. We had this filter on our router that was making our Internet signal very weak, but they removed it and it's stronger than ever now. Now what needs to be done?

hokie

I finally got CallerID working last night after spending a month calling various tech support numbers. I have FiOS digital voice, and though the STB said CallerID was enabled, I never received the notification.

Their solution was to disable callerID from the STB menu, then re-enable. Sounds like there's a known problem where change of service can possibly cause a disconnect between Verizon's system and the status shown on the STB.

The menu says it may take 24-48 hours to register, but in my case, the tech monitored the system as toggled disable/enable and saw the change immediately. I then called from my cell phone, and viola, it's finally working!

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