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Verizon Now Has Single Support Number
1-800-VERIZON (1-800-837-4966)
by Karl Bode 02:17PM Tuesday Feb 03 2009
Verizon tells us that the telco has been streamlining their phone support numbers, and in the process reducing some one hundred different toll free numbers that were used in the past. The new number 1-800-VERIZON (1-800-837-4966) can be used by all wireline telephone, high-speed Internet and FiOS Internet and TV customers (though not wireless) looking to contact the telco for support. I asked Verizon if this number consolidation extended to actual support -- since as it stands, FiOS support comes from special fiber solutions centers, separate from the call centers and tech support that works on DSL. "Our DSL and FiOS support organizations remain different entities, and we'll have more customer service enhancement news to come," says spokesman Bill Kula.

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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.
--
A man must have a code -Bunk

FFH5
Premium
join:2002-03-03
Tavistock NJ
kudos:5

Re: Verizon Now Has Single Support Number

But it looks like Verizon Wireless will still be separate.
rdmiller

join:2005-09-23
Richmond, VA

Re: Verizon Now Has Single Support Number

You understand that VW is an independent company (although it is treated as one company here at BBR)?

FFH5
Premium
join:2002-03-03
Tavistock NJ
kudos:5

Re: Verizon Now Has Single Support Number

said by rdmiller:

You understand that VW is an independent company (although it is treated as one company here at BBR)?
Maybe Verizon Wireless is independent. But it's financial results are reported as part of Verizon as a subsidiary every qtr. And I get 1 bill every month that covers both landline and cell phone use. So for all practical purposes it is one company to the customers.
--
My BLOG .. .. Internet News .. .. My Web Page

Dogfather
Premium
join:2007-12-26
Laguna Hills, CA
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.

ptrowski
Got Helix?
Premium
join:2005-03-14
Putnam, CT
kudos:4

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.
--
"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
soothsayer15

join:2002-03-01
Irving, TX

Re: Verizon Now Has Single Support Number

said by ptrowski:

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.
To me, DirecTV has one of the best IRVUs. It understands me and actually processes changes I make, sometimes even before I hang up the phone.

Dogfather
Premium
join:2007-12-26
Laguna Hills, CA
I had no problem with DTV package cancellations cause at least at the time they allowed package downgrades online where I didn't have to talk to anyone.

Mactron
el Camino Real
Premium
join:2001-12-16
PRK
said by Dogfather:

No kidding. A single phone number is pointless if you have to spend 20 minutes arguing with a voice recognition system that doesn't recognize anything you want.
I hate that Failed voice recognition system that VZ uses. Now other companies are adopting it. It works just as poorly. Now you have to deal with a computer that doesn't understand English before attempting to communicate with people that don't speak English. Ya, this is progress.
--
If only the Verizon CSRs worked this well.

OSUGoose

join:2007-12-27
Columbus, OH
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.

anoymous72491

@mindspring.com
Yeah! One number means long holding time
jdhampton

join:2007-07-20
Sachse, TX

1 recommendation

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.

NoPhoneGuy

@verizon.net

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.

pende_tim
Premium
join:2004-01-04
Andover, NJ
kudos:1
Reviews:
·Comcast

1 recommendation

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
.
--
The difference between genius and stupidity is that genius has its limits.

hah

@rogers.com

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..

fifty nine

join:2002-09-25
Sussex, NJ
kudos:2
That's probably why they have 1 supporrt number now. All of the calls are probably going to India now lol.
soothsayer15

join:2002-03-01
Irving, TX
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
.
Having worked tech support, those are not dumb questions. I know people here complain about being asked to reboot their modems, but speaking from experience it fixed roughly 80% of issues when people couldn't connect. Most of the other times, it was something the customer did, like not knowing how to configure their firewall. It's not always the customer's fault, but a lot of the time it was. I spoke to so many "MCSEs" that couldn't configure their home network.

If all your lights are green and you can't connect, it's time to make an honest evaluation of your skills. If you have red or orange lights, you have a legit complaint.

pflog
Bueller? Bueller?
Premium,MVM
join:2001-09-01
El Dorado Hills, CA
kudos:3

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> .
--
He who is not contented with what he has, would not be contented with what he would like to have. -Socrates
elray

join:2000-12-16
Santa Monica, CA
Reviews:
·Time Warner Cable
·EarthLink

Re: business accounts w/o phone number?

said by pflog:

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?

...

VERY frustrating and absurd that a company can't handle routing calls when there is no phone line associated with the account.

Why would anyone expect a phone company to know how to route calls?

jjoshua
Premium
join:2001-06-01
Scotch Plains, NJ
kudos:3

Still need some improvements

I called verizon to check on my fios install order and I ended up being transferred to someone in India.

Rattler

join:2001-04-13
Havertown, PA

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.
--
Never raise your hands to your kids. It leaves your groin unprotected. -- Red Buttons

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.

jmn1207
Premium
join:2000-07-19
Ashburn, VA
kudos:1

Re: single Number.....

They only need a single number. There is only one person to answer anyway.
tmc8080

join:2004-04-24
Brooklyn, 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.
XknightHawkX

join:2003-02-13
East Peoria, IL

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.
VerizonCynic

join:2006-10-25
Lakewood, CA
Reviews:
·Verizon FiOS

Re: Like this will fix anything

said by XknightHawkX:

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.
This will surely be voice prompts with no escape. I tell people vz fios and dsl was/are rock solid but God help you if you need support. I have a back door level 2 fios tech no. that is all I will use. Used it once. Worked great. Having it there when I need it is great. All those 100 support nos all went to the same place anyway. I told vz to dump then years ago. the only reason they had them was because they could and some were cute acronyms

Also with fios we are not supposed to need support right?

Radio Active
My pappy's a pistol
Premium
join:2003-01-31
Fullerton, CA

3 edits

Wonderful...

N/M

CurGeorge8

join:2005-05-02
South Park, 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.

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!
soothsayer15

join:2002-03-01
Irving, TX

Re: I user this

said by VashTS :

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!
Exactly, it ain't rocket science.
JohnBrowning

join:2006-08-07
Plano, TX
said by VashTS :

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!
Yeah, simple... ASSUMING you have a VZ number! A REALLY stupid assumption! If you don't it is pure h3ll trying to get through to anyone who can/will actually provide real ASSISTANCE.

Verizon victim

@myvzw.com

Why I hate Verizon

Here in upstate New York, there is still plenty of patches where Verizon has not even installed DSL...and I mean ANY DSL.... These guys have the worst customer service I've ever experienced and their voice prompt system sucks. It just burns up time. It's far worse now with their 1-800 system. First time I tried to use it I was on hold so long it took out the battery on my cordless phone and I had to switch. They're CEO has got his head up his butt. I can't wait to move out of Verizon territory.
ohiomark

join:2005-02-23
Fort Wayne, IN

No Freakin Way!

Is it true? To speak to the right person on the first call???
mct85

join:2008-11-20

1 recommendation

When will "Business Class DSL" have "business class" support

What sets Time Warner Business Class apart from Verizon's Business Class is the support. With Warner I have a business support phone number which within 3 minutes gets me to a tech who knows how to diagnose a cable modem and who understands IP addresses, subnets, domains, MX records, PTR records, SPF records, DNSBL, and service tiers. In short, they can handle about 95% of everything a real business which hosts their own sites would want to call their ISP about.
There's a reason Verizon wants to sell you hosting with every small/medium business DSL package which includes static IPs. They won't staff people who can handle inquiries from IT admins who are having problems with their own hosting, even when the problems are Verizon's fault.
When I got static IPs for a business switching to Verizon from a local DSL carrier, they allocated the IPs from a range of addresses that also included dynamic addresses for their home users, and when the business found themselves on SORBS's "dynamic IP" blacklists I spent 10 hours on the phone with 10 different techs in 10 different departments trying to explain to them that it was their problem to solve (SORBS only accepts dynamic IP delisting requests from ISP representatives). Most of them got hung up on the word "blacklist" and just kept telling me to submit whitelist requests. The most aggravating thing was that every tech I got transferred to had about the same level of technical knowledge, meaning they never escalated the issue, they just pawned it off on other techs, deliberately wasting my time.
To this day I recommend against Verizon. Warner may cost about 50% more per month, but the first time a business has to pay for me to sit on the phone and deal with Verizon's BS, all those savings go away.

cjacobs001

join:2008-10-09
Valrico, FL

the voice mail lady

The voice mail lady comes to work drunk