Verizon Adds On-Screen Self-Help Features to FiOS TV Service

Verizon FiOS TV customers are getting a new on-screen self-help tool that can diagnose and solve problems with TV services and simplify programming of the remote control.

The new TV version of the popular PC-based In-Home Agent self-help tool uses the advanced FiOS network to diagnose issues, report back to customers, and then quickly and automatically fix most problems.  The on-screen version is initially available to FiOS customers in Texas, California and parts of the Northeast and Mid-Atlantic.

"The In-Home Agent gives customers the choice and options they want, and it saves time setting up, upgrading or managing their TV or Internet service," said Bill Foshay, senior vice president - regional operations for Verizon.  "Now, with our latest upgrade, the In-Home Agent appears on the TV screen so customers can easily and conveniently manage their service experience."

Easily reached from the FiOS TV main menu "help" screen, the In-Home Agent for TV swiftly guides customers through routine tasks such as setting up a remote control or checking for connection and service problems.  The TV-based tool can find and report on many home network setup issues that affect TV service such as loose cable connections. With the push of a button, problems are fixed or corrective actions outlined.  The tool can also clarify other issues such as sports blackouts or channel availability.

To use the TV In-Home Agent while watching TV, click on "Menu" on the FiOS TV remote.  Then scroll down to select "Help" and look for "In-Home Agent".

Late this summer, Verizon introduced the In-Home Agent as a tool that works from the customer's PC to simplify setup, service and home-network expansion issues so customers can handle their service issues themselves, without a call to an agent. An In-Home Agent icon can easily be downloaded to a customer's home PC to enable the service.

More than 700,000 customers have downloaded the In-Home Agent tool and report high levels of satisfaction with its simplicity and ability to help with the most common problems -- fast.  The tool is especially helpful in setting up Wi-Fi networks in the home, adding PCs to the home network, personalizing security settings, and manipulating e-mail and voice mail accounts and services.  FiOS customers can download the In-Home Agent at www.verizon.com/inhomeagent.

"Customers want options and choices that deliver fast and accurate assistance that helps them enjoy good service," said Foshay.  "Our expert call center staff is always there for them, but by leveraging our advanced technology, we've made it so the In-Home Agent can offer an express solution to setup, information and service issues. We want to take our award-winning service to the next level, and that means simplicity and convenience for the customer."

The new on-screen agent is being deployed coincident with the current upgrade of the Verizon Interactive Media Guide, being introduced progressively across the FiOS footprint.  The video service In-Home Agent is currently available in Massachusetts, Rhode Island, New York, New Jersey, greater Philadelphia and Delaware, along with Texas and California.

Verizon Communications Inc. (NYSE:VZ), headquartered in New York, is a global leader in delivering broadband and other wireless and wireline communications services to mass market, business, government and wholesale customers.  Verizon Wireless operates America's most reliable wireless network, serving more than 89 million customers nationwide.  Verizon also provides converged communications, information and entertainment services over America's most advanced fiber-optic network, and delivers innovative, seamless business solutions to customers around the world.  A Dow 30 company, Verizon employs a diverse workforce of more than 230,000 and last year generated consolidated revenues of more than $97 billion.  For more information, visit www.verizon.com.