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Fios internet early termination fee even if I move to NON-verizon area

I called verizon to avoid the termination fee because I'm moving to a NON-verizon area. The agent clearly stated I will be charged a termination fee.

After that, to verify things I chatted with a verizon agent and the following she said:

Sharon(13:22:03): Please call customer service disconnects at (800) 837-4966; you will not be charged an early termination fee if there is not service where you are moving to.

Then, I called verizon again and talked to agent Steve, asked why verizon representatives are telling me different

things on early termination fees and he says he didn't know why but the policy is that you will be charged a fee even if u move to where there is no service.

Comments

somegirl

If you are moving to an area where Verizon does not offer service, you should be able to get the ETF waived. This has been done in the past and there is no reason they wouldn't do it again for you.

mleduc35651

They recently changed the rules. It may depend on when you locked in.. If you move to a non-fios area you are still subject to the ETF unless you order at least a plain old phone line from verizon.

RAYMON

If a NEW user in California cancels because they are unhappy with the service - what termination fees are involved.

pdpower

I also ran into the same problem. I am moving to a place which is non-verizon area. And still the lady from verizon wants to charge me an early termination fee.

Any one know what we consumers can do to fight back?

ETF1

They did the same with me.

When I ordered the service - the agent on chat said that there is no early termination fee if you move to non veriozn service area. But now the customer service is telling there is going to be ETF. I also mentioned that I am ready to move from Fios normal high speed internet (which is available in new service location). But she said I need to pay ETF no matter what.

lasagna

Consumers can start by reading the contract which is given to them when they sign up for service ... while I feel for you, it's not like it wasn't disclosed in writing. Since you say you had a chat ... was this online? Did you save the transcript of this chat? If so, then I would produce that for the customer service folks. Without it ... it's your word against theres and I doubt you'll get anywhere.

As for the person referencing a "move to FiOS" ... are you indicating that you're a current DSL customer and want to move up to FiOS? If so, I wouldn't think Verizon would object at all to that. It's a service enhancement and I suspect they would easily waive the fee. However, if you have DirectTV, you need to understand that you made a contract with DirectTV, and not Verizon (Verizon just partnered to bring the service) and you're not likely to make any headroom there.

It's a tough lesson to learn ... but the first question I always ask in situations like this is "show me where it says that in writing". If they can't produce it, then it isn't true regardless of what an agent or, more often than not, someone selling services on commission who may or may not be a Verizon person, may say. If they do produce it -- well then you have the document to file away for later reference to show them when they indicate other terms apply.

cwirth

I was in a similar situation with DirecTV last year and was easily able to get out of ETF. It's pretty simple:

You signed a contract to pay for their services listed on said contract. If you move to somewhere that they are unable to provide these services, they are in breach of contract. They can't force you to pay for services when they can no longer offer them to you.

For my DirecTV I just had a technician come out and sign off that there is no longer line of sight to the satellite on my dish and they instantly waived my ETF.

chileheadcraig

I am in the same boat. The rep told me that I have to pay the ETF no matter what even though I was told previously that I would not be required to pay if I moved to an area where their services are not offered. This guy went further to say that "even if" they could waive it, that it cannot be done until you are actually billed. They can only make adjustments to bills, not prevent you from getting billed. Not sure if its a delay tactic or for real, but I'll be calling back for sure once they try to hit me with that. Thing is I have been pretty happy with the FIOS TV and internet and wish they offered it where I'm going but they dont. Why is that my problem?

Anti-Phish1

There's another approach you can take.

VZ recently sent an email announcing a change to VZ's Terms Of Service (TOS) effective 4/19. However, this email did not go out until 4/22. Simply call VZ and tell them you do not not agree to the change in the TOS.

If they give you any grief, point out to them it is
illegal to retroactively makes changes to the TOS and you must be given a
reasonable period to opt-out if you do not agree to the changes. They
must allow you to terminate your service without an ETF, if you do not agree to
the change in terms.

Effective April 19, 2011 - Important Information Regarding Changes to Your Verizon Online Terms Of Service

The following is an outline of important changes to the Verizon Online Terms of Service which are effective as of April 19, 2011. We have described these changes in general terms below and recommend that you review the complete Terms of Service to determine how these changes, and other routine changes being made simultaneously, apply to you or your use of the Service. The Terms of Service can be accessed by clicking on the following link: www.myverizon.com/verizononlineterms. The Terms of Service, as revised, will govern your rights and obligations, and ours, with respect to your use of the Services we offer. As set forth in Section 3 of the Terms of Service, your continued use of the Service after the effective date of these changes will constitute your agreement to the changes.

1. Primary Email Address for Terms of Service Notices. We have updated our Terms of Service to specify that any future email notices we send you concerning revisions to either the Terms of Service or to your Verizon Online services will be sent to the primary email address you provide us. Specifically, we have defined a new term, “Primary Email Address” as the email address you provide to receive communications from Verizon and have updated Sections 3, 10.4, 14.1 and Attachment B, Section 1.4 of the Terms of Service to reflect this new term. You can confirm or change your Primary Email Address anytime by visiting My Verizon at myverizon.com.

2. Toll Free Number for Reporting Security Incidents Involving Lost or Stolen Login Credentials. Section 10.3 has been updated to include a toll free number for reporting incidents relating to lost or stolen Verizon login credentials.

3. Home Router Password Changes. Section 10.4 was updated to clarify that Verizon may in limited instances modify administrative passwords for home routers in order to safeguard Internet security and our network, the security and privacy of subscriber information, to comply with the law, and/or to provide, upgrade and maintain service. The administrative password for your home router is used to access the “administrative” controls for the router and to make changes to your router’s internal settings. We will use reasonable means to notify Subscribers whose home router administrative passwords are changed, which may include email notice to your Primary Email Address and/or an announcement on the My Verizon portal.

4. Paperless Billing. Sections 8.1 and 8.2 have been modified to add additional terms relating to Paperless Billing. The remaining subsections in Section 8 remain unchanged, except for their numbering.

5. Prohibited Activities on My Verizon Customer Portal. A new Section 11.8 was added to clarify that certain activities are prohibited in connection with the

use of the My Verizon customer portal, including use of data mining robots, interference with the proper functioning of My Verizon, unauthorized framing techniques, and unauthorized use of Verizon trademarks. Please see the Terms of Service for additional details on prohibited activities.

GoVols64

Just ran into this. They verify that they cannot provide a service where I am moving and will charge me anyway, don't see how this is ethical. Does anyone know who to call and fight this? I would rather pay a lawyer to fight this than cave. What are they going to do, submit to collections?

maximuskid

Call them and ask to talk to a manager. Normally like to keep you as a customer even if leave their service and with hope of you coming back later on.

lasagna

The long and short of it is the written contract entitles them to an ETF. Verbal statements mean nothing. They give you the contract when they install the service -- you sign it by reference when you sign the order completion document the installer gives you when they complete the install. Your moving to a non-servicable area is NOT a result of something Verizon did -- you chose to move (perhaps involuntarily, but you moved nonetheless) to an area they don't service. As such, you terminated your agreement early -- in the strictest terms, they are entitled to the ETF.

If this was a company move -- it may do well to speak to your employer. Many will cover this expense as a relocation expense.

If this was simply a move across town or to a different location by your own choosing, then I think you'll save yourself a lot of time and trouble by just paying up and moving on.

However, with that said, as some have pointed out -- occasionally if you get a manager/supervisor having a good day and plead your case politely -- it's been rumored that under some circumstances they may waive the charge for someone who has other services with them. But, I've never had that experience personally, so I can't speak to the accuracy.

HockeyFan1

If you have Verizon wireless service that's out of contract or ending soon, the savings from switching to Straight Talk

can recover the Fios ETF in 6 - 7 months.

After that it's all money in your pocket. Smiley LOL

NeverAgainFios

Count me as another victim. Vz just informed me that I get to pay $100 for the joy of terminating service even though I am moving out of State to a location without service. My recollection is that I asked the sales person when I signed up if I would have to pay termination if I move and was told no. Of course, how do I prove that without a recording of the call. The only thing amusing about this experience is listening to the rep practice some logic he devised (because I am surely not the first to object) as to why this charge makes sense. I can't repeat it because I can't replicate his delusional thought process. So Vz, should you be reading, count me out as a future customer (my new home is built in a year and you would be an option). Also count me out as a cell phone customer. Basically - just count me out.

THis757

VAlthough you are moving to a Non-verizon area....THey want me to pay 250 for an early termination fee! **bleep**.......I will never get verizon again! for anything...I hate big corporations !!!!!!!!!!! has no concearn for customer care!!!!! how do you retain people by not catering to people

ElizabethS

Hello THis757

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
Please keep all correspondence regarding your issue in the private support portal.

Magnolia4

It's not a matter of legal power, but of honest business. Good business practice would say Verizon would structure their policies to serve their customers as well as their bottom line and investors. We are not talking about dropping service or even moving out of area on a whim. Most people *want* to continue, but are prevented from doing so because of the way communication companies' territories are assigned by the industry and FCC, etc.

Bottom line: Verizon's business practices are questionable -- legal, but definitely not moral.

Verizon_Support

THis757,

We did not hear back from you on your Private Support case. We hope you were able to find resolution to your issue.

If you require further assistance, feel free to make a new post, and we can be sure to look into your issue. As always, we're available for support around the clock.

Thank you,

Anthony

Lusiphur

I live in Virginia and am moving to Maryland. I've had the highest tier of tv/phone/data for 3 1/2 years and my thanks for that is a $200 termination fee??? I guess if you ever install in my new neighborhood, you don't want me back as a customer.

The part that really kills me is that the person buying our home is getting fios, so not only is Verizon not losing anything at this address, they are going to double dip with a ETF for a month. How do i know they are getting fios service? Verizon sent me an email telling me.

Come on Verizon, you need to do better!

[Deleted User]

Hi Lusiphur,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

antonio79

Hi,

Same problem here. I am moving to an area whereFios is not available.

I have never had problems with Fios and very satisfied of service. I am a verizon wireless customer too.

Being sad, I called and spoke to a rapresentative. Same story, they want me to pay the ETF.

They tried to SELL me Direct tv which covers the area. Listen up.

In order to not pay the ETF I should switch to their slow dsl and Direct tv.

Tou may say fine do it.

Nope.

You have to pay the activation fee on both dsl and Direct tv, and listen up the activation fee is MORE EXPENSIVE than the ETF.

So in order to keep being their "faithfull" client, and not paying the ETF, they offered me a greater activation fee in my new location

THIS IS RIDICULOUS.

It's stealing poor amerecan workers.

SuchlikeCoder68

It appears as though I am not alone on this. I have been a LOYAL Verizon customer with both residential and business accounts in my name. When we started the buying process for our new home I immediately began to call Verizon sales to set up a service for when we finally moved (two weeks out). I got tossed around by 13 different sales agents who all said that they were contacting Engineering because the address was not yet put in their system AND ensured me that Engineering would be able to place my new address in the system! Not only did engineering not get back to me (as i was told that they would) but i continued to call and just ask for answers so that I knew what was going on. Again, bounced around the different tiers of service. I am now only a few days out (and i work A LOT out of my house being an engineer myself) and now because i gave Verizon the benefit of the doubt and tried for so long I am unable to get a new service installed in time for my move to the new house AND my work will suffer greatly because of it. However, it doesn't end there! I was whacked with an early termination fee FOR BEING A LOYAL AND CONCERNED CUSTOMER! I spoke with a supervisor who continued to explain to me how she has a strict policy about early termination fees and refused to say anything except for "I hope you have a nice day sir sorry you wont be staying with us". Is that the type of service a customer is to expect?

I can assure you Verizon that I have just pulled ALL OF OUR SERVICES (BUSINESS AND RESIDENTIAL) from you. I will NEVER RETURN TO VERIZON even when your service becomes available in my area! I even explained how i had hoped to return to Verizon once they laid the FIOS in our area. She did not care! Well I promise you I will make sure EVERY PERSON in this apartment complex (300+ apartments) is aware of this service you have provided and make sure that no one else has to go through this TERRIBLE EXPERIENCE! What a terrible business motto! Rather than helping a customer out now you'd rather lose out on large amounts of business. Shame~!

"Have a great evening!"

Hubrisnxs

Before fios! When dsl was their flagship product you could do exactly what you are talking about with respect to the early termination fee. I'm not sure who when or why it changed but I haven't seen anyone get out of the etf for those reasons anymore. That's been true for close to 10 yes. The TOS you are quoting states of "terminated" and doesn't contain "if" statements or exclusions. I wish it did. It seems fair and the right thing to do.

akhawker

Guess I'm another to add to the list.

We're moving to a town that has no FIOS. I HATE comcast with a fiery passion, but unfortunately they're the only ones that service the area unless I want to downgrade to verizon DSL and direcTV, which I don't. I called verizon and they said I'm expected to pay $160 for THEIR inability to provide me service?!?!

This is reprehensible!! I'm shocked!!

I had verizon DSL in 2003, and when I moved to a non-dsl area I didn't have any sort of fee. I am astounded at their unbelievable greed. Is there any company left in this forsaken country that doesn't worship the almighty dollar??? Any company that cares one iota about it's customer base???

Anyways, I digress. As anyone with half a brain knows, DSL is NOT comparable to FIOS no matter what they try and tell you. We have around 20 different devices that connect to the internet at any given time, a load DSL will not be able to handle without obvious slowdown. Oh, and that whole pesky "above ground wires" thing. IN MASSACHUSETTS. (hint: my fury concerns winter weather)

I am livid, to say the least, and I plan to fight this tooth and nail. How is it even remotely ethical to charge a fee for a service YOU CAN'T PROVIDE when you signed a contract stating you would?!

I've tried talking to the chat reps, one of whom said (in writing) that I shouldn't have a problem getting the fee waived (and yes, I took a screenshot!)

but the next guy said it wouldn't be a problem because we COULD get FIOS. He instructed me to type in our address, and when the webpage asked to correct the address (to another address in another city!!) to accept it the new address and continue. Seriously. I have that one screenshotted as well, just out of pure disbelief in the stupidity.

I am seriously in disbelief at how far down hill verizon has gone. I had my first cell plan with them many years ago, and I had dsl when I moved out of my parents house (again, many years ago lol) and I never had a problem then. Now?

I would like someone to fix this so I don't have to spend hours and hours fighting this. Hours and hours of time I could use to pack and move my home and FOUR young kids.

Ugh.

[Deleted User]

Hi akhawker,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

akhawker

Thanks. I just checked and there's no further information but i will be checking back frequently. Hopefully we can get this resolved and this isn't just some "look good on the forum but won't fix anything behind the scenes" kind of tactic. I used to work in customer relations, I know the backganded techniques they use

amberr88

Wow it seems with all these comments Verizon is making a killing and not even providing the service...How is this legal really? I was forced out of my home due to sell of property so i call Verizon to transfer there crapy service at that, interuptions in service and such just till my contract was up in 2015 and they dont service the area i am moving to....

They are charging me a $90.00 cancellation fee...Remind you my bill has been over $200.00 a month for the past year and 1/2 we like to rent movies but would only rent 1 per month and still my bill was rediculouse. the fact is this should be illegal they cant provide me with the service so isnt that considered as breach in contract on there behalf....we need to put a stop to these companys that do this to there good customers I will never ever go back to verizon EVER! I have been a customer of theres since they came out with Cell phones and now they just lost my loyalty over the $90.00 and the automatic Red Zone fee that i dont even get to enjoy this last bill was $317.89 Never again Direct TV is the bomb they understood my situation so there working with me on bill payment and dont want anything upfront and like someone else said if they can not provide me with the service they will not charge me AT&T said the same thing and yes i have that in writing they also think it should be against the law for Verizon to do that if they cant provide me with the service....

Sossena

Just like many people in this forum when I first signed up, I specifically told the Verizon agent that I should be moving in a month time and what would be the impact on the terms: what he told me was that I could move the service provided there is a FIOS service at the new address if not (no FIOS service at the new address) then the contract will be cancelled without any termination fee.

It just happened that there was no FIOS service at the new address I moved to. Thus when I asked Verizon to cancel the service I was told that will have to pay the early termination fee of $165.

I was on the phone with Verizon for almost one full day but to no avail.

It is really amazing to see that so many people were faced with exactly the same type of problem (it looks like Verizon is giving wrong information to lure customers to sign up for their service. But once it is done the reality turns out to be completely different). I wonder if there is an entity/body to whom we can appeal to so that they could look into this matter closely.

unhappyexclient

Looks like I am not the only one who seems to be upset by this. I understand fully that it is in the contract and I am obligated to pay this absurd fee. I don’t agree with it but will pay it because there doesn’t seem to be a choice in the matter. I was only a FIOS customer for a short time and because of unforeseen circumstances I have to move and to an area that they don’t support. FOR THAT REASON ALONE I HAVE TO TERMINATE MY CONTRACT. If they provided service in my new neighborhood I would have kept it because until now I have been happy with the service. I have been a Verizon wireless customer for over 10 years and will happily eat whatever termination fee they throw my way because I will no longer be a Verizon customer and I will no longer give the high praise I have done in the past when people ask my opinion of their service. ALL BECAUSE OF A $160 FEE THAT THEY REFUSE TO WAIVE. I spoke to 3 different managers and none of them are willing to budge. This must be a huge revenue generator for them because they are willing to loose long time loyal customers over a silly little fee. It’s not the $160 fee ... I make that in the first 10 minutes of my work day ... it is the pure principal of it. I am not terminating my contract because I found something better or just decided I didn’t want it anymore ... ITS BECAUSE THEY CANT PROVIDE SERVICE TO WHERE I AM MOVING. If I were canceling for any other reason I would pay the fee willingly because it would be my fault not theirs. Since I used to be a long time loyal customer you would think a little leeway would be in order here but that is just simply not the case.

Very upset and unhappy but screwed anyways ... I feel a little better now that I got to vent and hope someone at a high level of management sees this and realizes that I am probably not the only one and this can’t be good for business.

BrandyInCA

How disappointing. One year ago I signed up for FIOS because it was the only option in my building when I moved to a new area. The terms were a 2 year agreement. Fine. It is one year later and I am relocating for work. I called Verizon to transfer my service--turns out they do not service my new area and I am subject to a $160 termination fee. Let me be clear--I am not terminating my service. The service is no longer available to me. I would love keep FIOS--it is not an option. I am unclear on why I am still bound to the termination fee. I spoke a woman who was definitely reading a script and was quite unhelpful. When I asked to speak to a supervisor or manager, she put me on hold, came back and said that everyone else will just tell me the same thing. I insisted on speaking to someone and was put back on hold. Over 30 minutes later she promised someone would call me back. I am doubtful that someone will call me back. I have been a customer of Verizon for over 15 years! I have never terminated a contract, or even complained about the multitude of changes that have occurred in their terms over the years. It is really disappointing to be treated this way as a loyal consumer. Verizon, if you're reading this, please call me back and please do what you can to support and keep a customer who has been faitful to you for nearly 2 decades. I know this post is marked as "Solved," and I read the "Solve..." it's not so much a solve as a financial rationalization.

adamg2

Yeah, I'm in the same boat as all these unfortunate people. I'm moving to an area where Verizon isn't available, but they still want me to pay the cancellation fee. There's nothing I can do about it. It's ridiculous.

Yeddy2007

Same situation here!!!

I just got off the phone with an escalation supervisor who told me point blank that it was my fault that I have to move, thus I have to pay for cancellation fees since verizon is NOT offering services in my new area.

First of all I called to have my services transferred to my new address. They couldn't find the address in their system, asked to verify a hundred times, then finally told me that they didn't offer services there. Therefore, I'm responsible for ETF. How fair is that?

VERIZON, can you explain how it is your customer's fault that you're not capable of offering service in an area and yet the customer has to pay for ETF? Nowhere in the contract does it stipulate that the customer must swear never to move in a NON-VERIZON area.

captainslow1

I am having the same issue here. Currently have FIOS TV & Internet bundle and I am moving to a Non-FIOS coverage zone. I was told during sign up that I do not need to pay early termination if I moved out of the FIOS availbility area. However now I am being asked to. This is an unfair practice.

Irratated1

I am really **bleep** off that Verizon charges a long term fils home client with over 20 family members using Verizon an early termination fee when moving to a state that only offers Verizon cell phone plans. If I do not get a resolution to this I am asking all family members to cancel their Verizon account and we too will cancel our order for new cell service in Washington with Verizon. This is really a sad situation as I have been with Verizon since 1990 on eith home service, cell service or both and this is how I am treated! Very, very sad situation. Public be very aware of this!

acblue3081

I am having the same issue. Their excuse is that since they can provide me with services I should have to pay the early termination fee. However, the services are much worse than what I've signed up for. I specifically signed up for Verizon FIOS and they can't provide that to me. Direct TV and Hi-Speed Internet are not what I signed up for. I tried calling and the customer service I received was so bad I'm thinking about not only canceling my Verizon home services but my Verizon wireless services too.

Nshouse

@groove311 wrote:
I called verizon to avoid the termination fee because I'm moving to a NON-verizon area. The agent clearly stated I will be charged a termination fee.
After that, to verify things I chatted with a verizon agent and the following she said:
Sharon(13:22:03): Please call customer service disconnects at (800) 837-4966; you will not be charged an early termination fee if there is not service where you are moving to.
Then, I called verizon again and talked to agent Steve, asked why verizon representatives are telling me different
things on early termination fees and he says he didn't know why but the policy is that you will be charged a fee even if u move to where there is no service.

I made contract for 2 years and after 1 year I moved to a location where high speed internet of 3mbps is available which is not good for anything like doing job related work or stream videos on multiple devices. I asked POLITELY to the customer representative that I was happy with the service and would love to be customer of Verizon if they provide me fios service. But customer representative said I should either pay early termination fees or take slow speed internet. Why? When I signed up for fios service, sales representative said that if fios is not available it is the fault of Verizon not customer so why I am I being told differently when I try to cancel the service? And Verizon claims to be ranked as no 1 customer service. For what? Reaping off money from people's pocket for no reason. I would say that Comcast is far better than Verizon based on my experience

danielhoskins

I too am having this problem with Verizon Fios. They are not available in the area that I am moving to. I would like to stay with them, but they are not there! I left Verizon Wireless and few years ago when I had moved to an area that I got no service in my house and was charged a termination fee... that is why I am with t-mobile now. I will not go back to a company that charges me a termination fee because their service isn't available. Verizon Fios is now doing the same thing to me. Take a hike verizon, it is no wonder other companies are gaining ground on you.

CRobGauth

A quick google search found a forum thread for Comcast back in 2012 that people were complaining about having to pay an ETF. And DirecTv was mentioned as well.

Only way to avoid an ETF is not sign a contract and go month to month.

Picador

I am in the same situation, signed a contract not expecting to move. Unfortunately, I have to move and after being a customer for more than 6 years and moving to an area with no FIOS they will charge me for the ETF. I contacted Montgomery county and they sent a complaint. The initial contact from Verizon was useless, they just said that they can not waived and they are really sorry, so I'll follow with the county investigator as they are not proposing a solution. I will reach also to the MD Attorney General office to inquire about this matter and the FCC. Plus visiting every single board, blog and place where to share the unfortunate experience. So much for being a loyal customer.

CRobGauth

Why should they waive the fee?

Especailly if you are moving to an area they won't get any more revenue from?

If they waived it for everyone, then they might as well remove it.

You got the advantage of having a fixed rate on your pricing.

jrodrigues25

I have been a FIOS customer for roughly about five years now. Once it was available in my area I immediatly switch and have been very happy with the service and the price I pay. Now for the first couple of years I stayed off of a contract because I have always been leary about signing a contract for service. However back in September of 2013 when I set up a triple play at my new apartment I got talked into do a two year contract. I specifically asked the agent I was on the phone with what happens if I move to a area that does not have fios, will I be charged the ETF. To which he responded with if you move to a area that does not support fios, then we can not hold you responsible for the etf. That is the only reason I agreed. Then back in August I had to move from my apartment to another, and was convinced by the agent to start my contract anew since I was moving and asked the question again, was told the same thing that I would not be held liabl.e if I moved to a area they could not provide service too. I called today to cancel my service, because my landlord has kicked us out of our apartment and I have to move in with my inlaws in a town where fios is not ovffered. After being told the same thing multiple times by the agent I escalated the matter to a supervisor who became extremely rude to me. The final question I asked him was that if I lost my home due to a fire and I was homeless would I be charged a ETF? To which he replied yes. Now I have been in a customer service enviornment for well over a decade and if I found out any of my employees had treated my customers like this they would not have a job anymore. Never in my life have I dealt with such a rude agent who refused to work with me at all. Thbis matter is completely out of my hands, and I have no choice but to move. If fios was offered I would gladly continue my service as I feel their service is the best in this state. However their customer service is lacking. After doing alot of reading and reasearch, I have seen many people complaining of this, and some of these people had their ETF's cancelled while others havent. This tells me one thing, they have a quota, and I'm sure it goes against their bonsues so they are very reluctant to let someone off the hook. Though when it comes down to circumstances where they are not able to offer someone service due to a situation like this cancel the contract. Its another thing if someone is just dcancelling their service to goto another company.

db909

Dude, TL;DR....buy a few paragraphs at least!

NJL2

Glad to see I'm not alone in my VZ misery. Similar brutal experience trying to use "logic" with multiple customer service reps:

I wanted to change my account from a TV bundle to just Fios internet, 42 days after getting my first Fios internet/tv bundle (you get a 30 day grace period from the ETF, but no one will tell you that until after you missed the grace period including the original sales rep who duped me into a bundle I never wanted - he also forgot to mention the ETF agreement, shocker!).

Not only would the reps not switch me to just the Fios internet package that I wanted; they also threatened me with the $220 ETF. I explained that I really wanted to be a customer still, but if I can't switch my package that it's more economical for me to just cancel the whole service and switch providers (even w/ the fee). I even did the 3rd grade math for the reps: 4 months * $59/month internet w/ me as a customer = greater than a one-time $220 fee, but still no reasoning. Ended up paying the fee because I couldn't take anymore robotic and nonsensical responses citing fine print agreements that nobody ever reads.

I highly advise staying away from Fios. There's nothing better about it, and my experience was far worse than any of the headaches experienced with cable. Back to TWC (no contracts, cheaper, same service) for good and also going to cancel the family Verizon Wireless plan. When you cancel Fios, they'll try to sell you on the same snake oil that their ads are built on (speeds that you don't need - we stream 2 apple TVs and multiple handhelds w/o issue on TWC - and tell you cable has data caps even though they don't exist anymore), but stick to your gut and you'll be thankful after switching.

I've never publicly complained about something like this and understand the costs of running a business, but this is legitimately the worst customer experience I've ever had, to the point that I now go out of my way to tell family and friends to avoid Verizon like the plague. Not worth it. Hope the $220 was worth a lost customer for a lifetime.

CRobGauth

You signed the contract.

Why should they let you out?

What if everyone wanted out?

You chose a contract for price stability and discounts.

Will twc (or any other provider) promise to keep rates the same for 2 years?

Doubtful.

ParagLohiya

comcast how is biggest provide in US with so much problems in customer care also does not charge ETF if they can't provide service.

Same with cell phone companies when they had 2 year contract. If you are moving out of country where they can't provide you service they use to end contract without any termination fees and would unlock the device also.

[Deleted User]

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