ddg4005
Premium
join:2001-08-22
Bronx, NY | Verizon Now Has Single Support Number
This is a good first step for Verizon. Hopefully you'll now be able to speak to someone without going through 17 different voice prompts.
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A man must have a code -Bunk |
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jdhampton
join:2007-07-20
Sachse, TX | About Time
I hope this ends the fiasco of being transferred from One Fiber Solution Center to the other.  Hopefully this is just the beginning of efficient solutions aimed at helping customers. |
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TKJunkMail
Enjoy the sun
Premium
join:2002-03-03
Avalon, NJ | reply to ddg4005
Re: Verizon Now Has Single Support Number
But it looks like Verizon Wireless will still be separate. |
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Dogfather
Premium
join:2007-12-26
Laguna Hills, CA | reply to ddg4005
No kidding. A single phone number is pointless if you have to spend 20 minutes arguing with a voice regonition system that doesn't recognize anything you want. |
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NoPhoneGuy
@verizon.net | reply to jdhampton
Re: About Time
Hmm... I wonder if they still ask, insist, demand (and finally give up) on you giving them your phone number to look up your account even if you don't have a verizon landline or cell phone. |
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pende_tim
Premium
join:2004-01-04
Andover, NJ
 ·ProLog
 ·ViaTalk
 ·Verizon Online DSL
| While They Are at It
How about putting people on the other end of the new support lines that ask relevant questions instead of:
Is your modem plugged in?
Please turn it off and back on
The reason your modem won't sync is because you have spyware
all said in a very heavy accent, difficult to understand.
ETC, Etc, Etc
.
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The difference between genius and stupidity is that genius has its limits. |
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deblin
Dark Side of the Moon
Premium,MVM
join:2001-09-01
Middletown, DE
|  business accounts w/o phone number?
Will this fix the problem with their craptastic phone support where I am transferred 20 times before I can speak to someone in the business FiOS support group?
I have residential FiOS TV and phone on one ONT, and business internet on another ONT (because I have a static IP and when I was provisioned, they couldn't do both a static IP business install and residential TV/phone on the same ONT).
Anyway...when I call, they ask for a phone number which I do not have. It's worse if I call from the residential fios phone, because then it SILENTLY ASSUMES that's the right number, despite my attempts to tell it otherwise.
Anyway, the typical call goes something like this:
- call number
- asked for account phone #, to which I state "I don't have one"
- forwarded to DSL support or something, who transfers me back to "fios"
- the "fios" support I am transferred to asks me for my phone number again
- somehow wind up getting ahold of a residential support representative, who I have to explain that I'm a business customer
- they forward me to the right people
When I ask for the direct # to call, they give me the number I dialed to start with.
VERY frustrating and absurd that a company can't handle routing calls when there is no phone line associated with the account.
Anyway </rant> .
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He who is not contented with what he has, would not be contented with what he would like to have. -Socrates |
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ptrowski
Got Helix?
Premium
join:2005-03-14
Putnam, CT
clubs:
·VOIPo
·Metrocast Communic..
·AT&T DSL Service
·ViaTalk
| reply to Dogfather
Re: Verizon Now Has Single Support Number
said by Dogfather  :No kidding. A single phone number is pointless if you have to spend 20 minutes arguing with a voice regonition system that doesn't recognize anything you want. Have you ever called DirecTv and their IVR? There are never any options to cancel a package. They take the cake.
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"So, Lone Starr, now you see that evil will always triumph because good is dumb."
Have you been touched by his noodly appendage? »www.venganza.org |
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jjoshua
Premium
join:2001-06-01
Scotch Plains, NJ | Still need some improvements
I called verizon to check on my fios install order and I ended up being transferred to someone in India. |
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Rattler
join:2001-04-13
Havertown, PA
·Verizon Online DSL
 ·Verizon FIOS
1 edit |  Really an improvement???
Just to stir the pot, now a POTS/DSL customer will need to get past the FiOS choice barrier and a FiOS customer will need to get past the POTS/DSL choice barrier. When you consider that the CSR "machine" on the other end is still the same, where's the improvement?
It would have been better if they had retained the FiOS 888-553-1555 number for FiOS ONLY calls (billing or tech) and consolidate all the other 800 numbers into a single one for the POTS/DSL contingent, for their billing and tech concerns. That would eliminate an added routing choice for the caller.
Hopefully they won't EVER consolidate FiOS and DSL tech support since they are two separate animals and putting them together would simply create a black hole for useful information outflow.
One can only hope that the good crew on the Verizon Direct forum, here on BBR, will remain intact. Except for one instance, when I got a really good phone CSR, they are the ones who have been the best solution for my problems (plus, there's a tangible record of the exchange which is woefully missing on the phone side).
Don't want to sound "Eeyorish" but... I guess it remains to be seen. 
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Never raise your hands to your kids. It leaves your groin unprotected. -- Red Buttons |
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OSUGoose
join:2007-12-27
Columbus, OH
clubs:
·AT&T Midwest
 ·Cingular Wireless
·Verizon BroadbandA..
·RoadRunner Cable
| reply to ddg4005
Re: Verizon Now Has Single Support Number
No it will be just like at&t 1-800-ATT(288)-2020. Instead of having a billion numbers to call, u just call the one number, and go through the prompts to direct you to the right dept. So it wont be easyer in terms of navigation, just in rembering one number. |
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Transmaster
Don't Blame Me I Voted For Bill and Opus
join:2001-06-20
Cheyenne, WY | single Number.....
yes and here it is: 1-800-don't call us will call you.  |
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tmc8080
join:2004-04-24
Floral Park, NY | 1998 versus 2009?
And this took how long? At least 10 years?
Maybe someone will come up with some more common sense ideas to run the company better in the future. |
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jmn1207
Premium
join:2000-07-19
Reston, VA | reply to Transmaster
Re: single Number.....
They only need a single number. There is only one person to answer anyway.  |
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hah
@rogers.com
| reply to pende_tim
Re: While They Are at It
said by pende_tim :How about putting people on the other end of the new support lines that ask relevant questions instead of: Is your modem plugged in? Please turn it off and back on The reason your modem won't sync is because you have spyware all said in a very heavy accent, difficult to understand. ETC, Etc, Etc . I'm betting they'll only stop asking irrelevant questions when people start remembering that wireless modems still need to be plugged in.. |
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XknightHawkX
join:2003-02-13
Morton, IL
clubs:
| Like this will fix anything
This will not fix anything. You will have to go through more menus. Then you will probably be on hold even longer.
They are not support, They are just there to tell you that the problem is your fault and never theirs. NEVER THEIRS! They don't offer support. If you can convince them that they aren't able to help you they will forward you to someone else that will go through the same menu telling you that they have no problems on their end and that it is you fault no matter what.
Again none of this will help. I don't believe anything they say anymore. |
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The Folsom
Kindly Shut Your Noise Hole.
Premium
join:2003-01-31
Yucaipa, CA
3 edits | Wonderful...
N/M |
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CurGeorge8
join:2005-05-02
Pittsburgh, PA | Dial 0
I've had fios triple play for almost three years now, and I've always been able to get right to tech support by just dialing "zero" on my pots phone. |
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VashTS
@verizon.com | I user this
I always tell the ppl calling me for help to dial the 8885531555. Enter ur number then just hit 0 or say agent. BAM ur at Fios support! |
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Eat Me
join:2002-09-25
Sussex, NJ | reply to pende_tim
Re: While They Are at It
That's probably why they have 1 supporrt number now. All of the calls are probably going to India now lol. |
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