Support Announcements Fios TV Annual Notice

Fios® TV Notice

Note: This notice does not impact your current service or rates.

Business Customers, please click here to review Fios TV Notice for Business.

We appreciate your loyalty as a customer. This Fios TV Notice provides important information about your Fios TV service and Verizon's policies and procedures. Please note that your service is governed by the Fios TV Terms of Service, which can be found at verizon.com/terms.

  • Products and Services, Pricing, and Programming Options

  • Fios TV customers have access to a variety of programming packages, premium content, widgets, and On Demand and Pay Per View titles, as well as Fios TV equipment and recording/storage options. Detailed information about these options, including pricing and conditions of subscription, is available at verizon.com/fiostv, by calling 1.800.Verizon (1.800.837.4966) or by reviewing the Fios TV Rate card at verizon.com/fiostvratecard. The Fios TV rate card is also available anytime on your TV by pressing the Menu button on your Fios remote control, then selecting Customer Support, My Account and Fios Rate Card.

    Fios TV equipment allows customers to enjoy the full potential of Fios TV, including our Interactive Media Guide, On Demand Library, Parental Controls and HD programming. Customers who connect to the Fios network without Fios TV equipment will not be able to receive all Fios TV programming. CableCARD technology allows access to the encrypted HD and standard-definition digital channels on Fios TV, but will not support advanced Fios TV features. Please note that our equipment may not support certain features and functions of older televisions and recording equipment. Please see verizon.com/support for more information.

  • Using Your Fios TV Service

  • Visit Channel 131 or verizon.com/usingfios for information on how to use your Fios TV Service, including remote control and search functions, the Interactive Media Guide, recording functions, On Demand and Pay Per View programming, Parental and Purchase Controls and the Verizon TV App. A variety of information is also available on the Support Topics in your IMG Menu - just press Menu > Customer Support and at verizon.com/support.

    Fios TV Parental Controls give you the ability to block access to programming and On Demand and Pay Per View purchases for each Set Top Box by setting up Parental Control and Purchase PINS. Parental and Purchase Controls can be accessed in the IMG Menu by pressing Menu > Settings > System > Parental/Purchase. Additional information is available at verizon.com/support.

    Closed captioning is available through the Interactive Media Guide by pressing Menu > Settings > System > Accessibility > Closed Captions. Customers with hearing disabilities can contact us via TTY at 1.800.974.6006.

    You can temporarily suspend your Fios TV service for seasonal or vacation purposes in certain circumstances by visiting My Verizon, and selecting Suspend my services under Security, Support & more.

    If you disconnect your service, please remember to return all Verizon equipment within 30 days or an unreturned equipment charge will be applied to your account. If your services are terminated before the end of a term agreement, you may be charged an early termination fee.

  • Channel Positions

  • You can view and print your channel lineup from the web anytime by signing in to My Verizon and then clicking on Services > TV > Manage.

  • Installation and Maintenance

  • In many cases you may choose to install your Fios TV service yourself, using our easy to understand instructions. You may also have a Verizon technician install your service, as well as any additional TV outlets or wiring that may be needed. For details, including rates associated with professional installation, contact us at 1.800.Verizon (1.800.837.4966).

    You can easily troubleshoot Fios TV issues by:

    • Utilizing the Customer Support Menu on your Interactive Media Guide. Go to Menu > Customer Support
    • Visiting us at support.verizon.com.

     

    You may also call 1.800.Verizon (1.800.837.4966) for technical support.

    If the representative is unable to resolve your problem, he or she will set up a service call at your convenience. A service charge may apply.

  • Billing, Payment and Service Credit Information

  • Verizon bills your monthly service(s) and equipment rentals a month in advance, while other charges may be billed after the service has been ordered. Applicable taxes, fees and other charges will also be included in your monthly bill. If you have questions about your bill you can:

    • View our Billing FAQs
    • Use your TV remote and go to Menu > Customer Support > Dashboard
    • Visit us online at verizon.com/taxesandfees for question about taxes and fees
    • Call us at 1.800.Verizon (1.800.837.4966).

     

    You have several options for paying your bill, including:

     

    We may charge a late fee or suspend or terminate your service if we do not receive full payment by the due date.

    For information about receiving your Verizon bill or other Fios materials in Braille or Large Print, call 1.800.974.6006, Monday - Friday, 8:30 a.m.- 5:00 p.m. ET.

    In the event of a Fios TV service outage or service interruption, you may be entitled to a service credit, typically calculated as a prorated amount of your current monthly bill. In most instances, you must promptly report the outage to us in order to qualify for this credit.

  • Complaint Procedures

  • If you have a question or complaint about your Fios TV service, please contact Verizon's customer care number 24 hours a day, 7 days a week at 1.800.Verizon (1.800.837.4966). If your concern is unresolved, you may write to us at: Verizon Executive Relations, 1 Verizon Way, Basking Ridge, NJ 07920. If you are dissatisfied with the resolution of your complaint or we are unable to resolve your complaint, you may contact the local franchising authority to discuss your complaint. Locate a local franchise authority for your area.

    NJ Complaint Information Consent:

    Verizon is required to keep a record of customer complaints, and you may choose to have details of your complaint reported to the New Jersey Board of Public Utilities Office of Cable Television and Telecommunications. If you consent, certain personal information and details of your complaint will be made available to the Office of Cable Television and Telecommunications upon its request, and they will use it to verify complaint information that we file with them, and may contact you concerning your experience with us in handling your complaint. If you do not consent, we will maintain a record of your complaint and report aggregate complaint information to the Office of Cable Television and Telecommunications, but will not release any information that specifically identifies you or your complaint. If you choose to grant consent, fill out the information below and return this form to us at the address listed below: You may provide my name, address and telephone number, and the date of the complaint, the nature of the complaint and whether or not I was satisfied with the resolution Verizon proposed or reached in settlement of my complaint, to the Office of Cable Television and Telecommunications.

    If you choose to grant consent, you will need to provide us with the information below as well as the exact statement of permission that follows and send that information to us at the address listed below:

    Name:
    Telephone Number:
    Signature:
    Date:

    "You may provide my name, address and telephone number, and the date of the complaint, the nature of the complaint and whether or not I was satisfied with the resolution Verizon proposed or reached in settlement of my complaint, to the Office of Cable Television and Telecommunications."

    Return to:
    Verizon Communications Inc.
    Attn: NJ Complaint Waiver
    P.O. Box 4846
    Trenton, NJ 08650

  • Customer Service

  • Verizon maintains offices in your area where you can ask about FiosTV service, return equipment, register complaints and pay your bill in person. Use verizon.com/fiostvstorelocations for a list of these offices.

  • New Jersey Service Credit Information

  • The following Service Credit information is applicable to New Jersey Fios TV customers:

    In accordance with the Regulations of the Office of Cable Television and Telecommunications, a service outage is defined as the total loss of the audio or visual portion of any service, not caused by the customer, for which the customer pays a separate charge and which affects Verizon's distribution equipment. For service outages lasting six (6) to twenty-four (24) hours, you may be eligible to receive a one-day credit, based on your monthly rates for the affected service. For service outages that extend more than twenty-four (24) hours, you may be eligible to receive a credit based upon your monthly rate for the affected service for each calendar day (or part of a calendar day if greater than six (6) hours during which such service is unavailable. Verizon may offer to provide an alternate form of compensation in lieu of a credit to compensate you for the loss of service caused by an outage. A credit may not be available if restoration of your service within six (6) hours cannot be accomplished due to factors beyond Verizon's control, provided that service within six (6) hours after restoration of service becomes practicable. If a loss of service lasts at least twenty-four (24) hours and is not the result of a service outage, you may be eligible to receive a credit based upon your monthly rate for the affected service for one day of service for each twenty-four (24) hour period during which the service is unavailable. Except and unless specifically provided otherwise by law, such credit (or alternate compensation in lieu of a credit in the case of a service outage) shall be your sole remedy for a service outage or other interruption of service. In order to be eligible for a credit, you must request such credit by phone or in writing to Verizon or the Office of Cable Television within thirty (30) days of the service outage. IN NO EVENT SHALL VERIZON, VERIZON ONLINE LLC, OR ANY VERIZON AFFILIATES (OR OTHER OFFICERS, DIRECTORS, EMPLOYEES, PARENT OR SUBSIDIARIES), OR VERIZON'S THIRD-PARTY LICENSORS, PROVIDERS OR SUPPLIERS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, CONSEQUENTIAL OR PUNITIVE DAMAGES OR LOSSES ARISING OUT OF THE SERVICE, WHETHER BASED ON NEGLIGENCE, CONTRACT OR OTHERWISE, REGARDLESS OF THE TYPE OF CLAIM OR THE NATURE OF THE CAUSE OF ACTION, EVEN IF VERIZON HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH CLAIM OR DAMAGES, OTHER TERMS AND CONDITIONS CONTAINED IN THE FIOS TV TERMS OF SERVICE APPLY.

  • State of New York Public Service Commission Statement of Significant Subscriber Rights

  • As a Fios® TV customer, you are entitled to notice of the rates and programming that we offer. This notice will be given to you:

    • When you first subscribe to Fios TV;
    • When you request any change in service;
    • When you request such information;
    • Semiannually; and
    • When there is a change in programming, such as when a channel is removed.

    In the case of certain particularly significant programming changes, we’ll give you notice 30 days prior to the change taking effect if the change is within our control, or we will give you notice within 30 days of our learning of the change. In some cases, you may have the right to modify your service plan without charge, or to receive a credit, as a result of such a change.

    If you are impacted by any change that may trigger one of these rights, the specific criteria for determining your eligibility for one or more of these opportunities will be explained to you in detail.

    Local Franchise Authority Contact Information:
    Consumer Services Division Consumer Assistance
    3 Empire State Plaza
    Albany, NY 12223-1350
    Complaint Line Phone Number: 1.800.342.3377
    TDD System for Hearing Impaired: 1.800.662.1220

     

  • Equipment Compatibility

  • Our Fios TV equipment allows customers to access the dynamic Interactive Media Guide, our extensive On Demand library, easy-to-use Parental Controls and our 100% digital programming.

    Customers who choose to connect their TV directly to the Fios network without a Set Top Box or digital adapter may not be able to receive all of the content they subscribe to depending on the TV package they selected.

    Certain customer owned equipment may also be equipped with CableCARD technology or a built-in digital tuner. These devices will allow the customer to access Fios TV content without needing a Set Top Box or digital adapter, but will not allow them access to key Fios TV features such as the Interactive Media Guide, Pay per View, On Demand content, Widgets or Parental Controls.

    As technology is ever- changing, our equipment may not support certain features and functions of older customer owned equipment. For example, you may not be able to use a VCR to view a program on one channel while simultaneously recording a program on another channel, record two or more consecutive programs that appear on different channels or use advanced display features such as “Picture-in- Picture.”

    Customers may be able to obtain other remote controls that are compatible with our equipment from retail outlets. Universal remote controls that have a General Instruments IR code set can be used to control a Fios Set Top Box. To learn more about Fios TV equipment options, please visit verizon.com/fiostv.

     

 

Please NOTE:

  • The information included in the Notice or the sites referenced, including service and pricing information, is subject to change.
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