FiOS, TiVo, and CableCards

[DonnaFiOS]

I wanted to update that a Verizon tech came out to install the cable card (one not two as I had been told over the phone).  He was scheduled to come between 12 and 4 and he arrived about 2:45pm.  There was no charge.  I'll have to wait for my next bill to see if they are charging me for one or two cards.

[mmoris5820]

I spoke with 2 different customer NO-service reps and both of them told me that the cable cards can be mailed to me with no charge.  After 5 days and no cable cards, I called customer NO-service again and they had no clue about me ordering the cable cards in their system.  I was told that a truck had to roll at an $80 charge.  No ifs, ands, or butts!

I spoke with a supervisor and she said that they could not wave the $80 truck roll fee, but she would give me a monthly credit for a year to compensate me for truck roll fee.   And now, I have to wait 3 weeks before they can get a tech out to bring me the cable cards.

I just hate the fact that these customer NO-service reps keep lying to me just to make a sale and extend my contract.  Verizon management must encourage them to say whatever it takes to make the sale.

This is customer service you can believe in.  NOT!

I recommend that you record any and all conversations with Verizon when changing your service!

[TimSykes]

The issue is that cable cards are very rarely ordered, and most CSR dont have the best info on them. They can not be mailed out, (I have tried), there needs to be a truck roll, but there is no charge. They use to charge up until 3 to 6 months ago. Most CSR think they still do. I have had 2 installed, 2 different times, and I know others have too, with no charges. I will see if I can get one of the verizon guys on the forums here to help you get it ordered.

[mmoris5820]

Tim,

It shouldn't matter how often they are ordered.  It should come up on the computer system stating to the CSR that a truck roll is required.  Also, when a supervisor gets on the phone and tells me the $80 charge is mandatory, I have to believe her even thought the other CSR reps lied to, or misled me out of ignorance.

I just hate that Verizon updated my account and extended my contract for another year and didn't even order the cable cards for me which is the reason I called them in the first place.

I do appreciate your help.  I am currently waiting on the supervisor I spoke to earlier to call me back to see if she can get someone out to install the cable cards this week, so I won't have to wait the 3 weeks that her computer system is telling her that it will take to get someone out.

If one of the Verizon guys on here can expedite my order, it would go along way to restoring my faith in their Customer Support.

Right now, I have little faith in anything I'm told by Verizon.

[TimSykes]

Trust me I know, I have had more issues with the Verizon CSR. But I am hoping one of the Verizon guys can get everything expedited to you and get you the correct answers you need.

[Techman28]

Mmoris5852,

Talk to me here pm me your order # and I'll have it taken care of when you want it

[Techman28]

Mmoris5852,

Will be out there today and I'll notify that sup you were speaking with to get it expedited.

[JoeMahan]

Well, two days later, the supervisor that was supposed to call never did.  So I called back and placed the order and was told that a tech had to come out (but no mention of a charge and I didn't ask).  I made the appointment and the tech showed up with two multi-stream cards. 

He "installed" the card in my TiVo-HD box and then logged onto some web site to activate the card.  Ten minutes or so later it was up and running, but the picture was tiling/pixelating and the sound was breaking up.  He started stacking attenuators on the cable feed until everything looked good (ended up with19db of attenuation!). 

He said he didn't know about a charge for the truck roll, but was suprised that they told me there would be one.  I'll have to wait for the next bill to see what happens.

FiOS TV and Internet are great products, but your customer service is uninformed and unhelpful.  They are as bad as or worse than Comcast ever was and I'm sure it  is costing your business.

[TimSykes]

If for some reason its on your bill, call up Verizon billing to get the charges reversed. I was told when I got my cablecards there is no way to even charge for a cable card install in their system.

[mmoris5820]

Techman28 and TimSykes,

Tim, Thanks for hooking me up with Techman28.  You facilitated our contact which allowed me to get my problems addressed.  Thanks for your help. 

I want to give a special thanks to Techman28 for arranging to have a tech come out today and install my cable cards.  This was after a supervisor told me that there was nothing she could do and that I had to wait until July 8th at the earliest to get any help.

Techman, you've restored my faith in Verizon customer support.  It's good to know that there are still some good ones out there.  I appreciate all of your help.  Verizon needs to give you a promotion and have you train all CSR(s) on how to treat customers.

Techman28 is a credit to Verizon and his actions today kept a long time customer from changing providers.

Three cheers for Techman28.