Verizon Communications Inc. announced Tuesday that it is giving FiOS customers direct access to online tools that perform many of the same setup, management and troubleshooting functions that previously required assistance from a help desk representative.
The new Verizon In-Home Agent tool leverages the FiOS network, which connects the PC, broadband home router, set-top box and TV to various Verizon operating systems and information resources.
Using the tool, subscribers can, for example, set up new wireless PC connections and e-mail accounts or initialize their broadband home router; order or reauthorize subscription TV channels; modify phone features and access voice mail accounts; retrieve instructions for phone or e-mail features; and obtain step-by-step instructions for setup issues.
If subscribers are having problems, a single click automatically can troubleshoot lost Internet connectivity or maximize Internet service speeds; or for TV service, troubleshoot video problems or restore service.
Verizon also has introduced a series of “quick codes” on the TV screen that can identify and resolve a customer’s FiOS TV problems or subscribe on the spot to many video options. For example, customers who get a “channel not available” or other on-screen message are given instructions on how to restore or establish service: They dial a toll-free number, enter a four-digit code, both of which appear on the screen, and the networked systems can either authorize service on the channel or provide instructions for subscription or restore the channel by cross-checking the customer’s account.
This approach simplifies the technical-support process for customers. Previously, customers had to call Verizon, have their issue screened and then, if necessary, work with a customer-care agent. With the quick codes, each four-digit code is tied to a unique situation, so the proper solutions are identified and applied quickly.
The Verizon In-Home Agent is now included in all Verizon FiOS customer installations. FiOS subscribers who utilize the Verizon Help and Support Toolkit will receive the application automatically in the coming weeks as part of a toolkit upgrade. Customers who don’t find the agent icon on their desktop can download it at www.verizon.com/connect by clicking on “download the FiOS connection wizard.” The tool is not yet configured to work with Mac operating systems.
Later this year, subscribers will be able to initiate the support inquiries and solutions by just pressing a button on the FiOS TV’s remote control.
