OUtrageous extra fee for FIOS install

I was recently upgraded to FIOS and was told my monthy cost would be about the same as DSL (~$35.00 per per month) I got my most recent bill today and there was this charge

5/17

PC Configuration for FiOS Internet

54.99

I was never told about this and this pushed my total bill to over $90.00 . I could have configured it myself in about 5 minutes! Plus I did not get a manual for the AT router. Anyone have any advise to get this charge deleted?

thanks a lot Tiara kudos to you. I was very upset B4 I saw the bill (other personal issue) but I do have all emails, too bad I did not tape any of the phone calls (that never mentioned this fee)

I really appreciate the rapid response.

IT turned out that the fee was to configure a 2nd laptop, if the very efficientt installer had asked me and told me about the fee I would of course told him I will get smith6612 to help me if I have problems doing it myself ! Smiley Very Happy

Accepted answers

tiara320

Did you check your verizon fios contract they sent to you via e-mail when you ordered fios? Review what they put in writing

hopefully you saved that email.

As far as the extra fee I would definitely call customer service (say customer service agent.) don't go by pressing 1 , 2, etc. on the menu (when they answer your call.)

Explain the situation to them.

I find you have to be proactive today and 1 step ahead of them especially with customer service agents and especially with Verizon.

I am very persistant with my poblems/issues with verizon and I won't quit until it gets rectified or fixed. I don't care if I have to contact them every day to get an update on my service issue.

You pay for a service you should be getting the correct service Fios needs to correct this issue.

Unfortunetly some of the customer service agents are not very helpful & then you get a great customer service agent that will get the problem/issue resolved the professional way; they go way and beyond their job description.

Unfortunetly it's the luck of the draw.

Also definitely tell them you want the manual that you never received for your router. This is pure incompetence on the Techs side.

Let me know how you make out.

All comments

tiara320

Did you check your verizon fios contract they sent to you via e-mail when you ordered fios? Review what they put in writing

hopefully you saved that email.

As far as the extra fee I would definitely call customer service (say customer service agent.) don't go by pressing 1 , 2, etc. on the menu (when they answer your call.)

Explain the situation to them.

I find you have to be proactive today and 1 step ahead of them especially with customer service agents and especially with Verizon.

I am very persistant with my poblems/issues with verizon and I won't quit until it gets rectified or fixed. I don't care if I have to contact them every day to get an update on my service issue.

You pay for a service you should be getting the correct service Fios needs to correct this issue.

Unfortunetly it's the luck of the draw.

Also definitely tell them you want the manual that you never received for your router. This is pure incompetence on the Techs side.

Let me know how you make out.

smith6612

Second the above. You should never be charged for a FiOS PC installation unless you are asking the tech to network your PCs together (which includes getting a connection to them somehow (supplying a Wireless card, running Ethernet, using a MoCa bridge), running optimizier if it's a Windows XP machine, and checking connectivity). Having the tech show up, connect the service, and ensure at least one computer can get on through the router is and always has been free since FiOS was created. Contest that fee with a Customer service agent.

JOSEm441

I called & the fee was waved. Also they noticed that my phone was still on cooper, they sent a very techie oriented dude today and he took care of this for me. Believe it or not he even said he vistis forums and has seen the name Smith6612... Kudos to Verizon and all posters in this thread
The saga continues here, not looking for a resolution but man what is up with the Web mail interface ??????
http://forums.verizon.com/t5/Verizon-net-Email/Email-Missing-from-the-Verizon-Web-interface-2012-only-Lucky-I/m-p/450183#M8580

c_etude

Verizon is notorious for hidden fees and are not upfront with them. They advertise a price - but they do *NOT* include the hidden charges, so the final bill will be almost 1/2 more than what is advertised (e.g., $50 ends up like $75 OR MORE a month). FIOS is great - that is, if you are a rich person. I'm not. I'm still using DSL - the lowest end - and surprisingly I can play online games with the greatest of ease and even watch NETFLIX (the speed is 0.7) with no problem.

You have to be very very careful about signing up with the contract. The ADVERTISED price - not only are there hidden charges, they will bill you for the **FULL PRICE** after one year in a two year contract. So you end up spending way over a thousand dollars a year just for freaking Internet and a basic--bare basic-- package.

I'm on the verge of dropping my landline since I'm getting upteen million spam callers and the phone companies did away with CALLER ID. I tend to believe the phone companies planted the spammers to drive everybody up the wall so it will force them to use a digital service. Notice thes robo callers are NOT illegal, even with the alleged "Do Not Call" registry - which is a scam in itself. You file a complaint with DO NOT CALL they end up doing nothing. Right now I'm using NET 10 home phone - it's only $20 a month (including national coverage) and no contract and you don't need internet - AND you have caller ID. Just renew it every month and NO hidden charges. I renew it online. I"m going to see how that works out for a few months then may decide to drop my landline and DSL.

I'm signing up with a cable company and see how that works. I'm going to use BRIGHTHOUSE (since that's all I can get in this area) but their bare basic internet and local only cable is only $37 a month together and I only have a one year contract. Brighthouse said they will work with me even when the contract is up. What they advertise as prices is UPFRONT and NO hidden charges. In other words, what you see in price is what you get. I'm happy with the DSL service I have but I also require a land line and the spammers are driving me CRAZY, especially Carmen from Cardholder Services. They call my house about 5 to 10 times a day, and the Do Not Call Registry won't do anything about it.

SinCara

@c_etude wrote:
I'm signing up with a cable company and see how that works. I'm going to use BRIGHTHOUSE (since that's all I can get in this area) but their bare basic internet and local only cable is only $37 a month together and I only have a one year contract. Brighthouse said they will work with me even when the contract is up. What they advertise as prices is UPFRONT and NO hidden charges. In other words, what you see in price is what you get. I'm happy with the DSL service I have but I also require a land line and the spammers are driving me CRAZY, especially Carmen from Cardholder Services. They call my house about 5 to 10 times a day, and the Do Not Call Registry won't do anything about it.

Good luck having Brighthouse work with you once your promo is up. Yes sometimes they will offer a new promo, but other times they will tell you your price is going up and there's nothing they can do. Also, basic cable is $37 a month, but have they told you since they require adapters to receive even basic cable now that they will be charging you for that soon? I forget when they will, but I know they will be because I've seen the notice. I've never had "hidden" fees with Fios. I've always seen or known about what fees apply where.

BH who is run by Time Warner nickle and dimes people worse then any company I've ever had in the past and I've pretty much had them all. Basic cable isnt as bad, but don't be surprised if they start tacking on fees here and there in the future. They already are for those with standard/digital cable. The speeds you get with the basic cable are dial up speeds and cable goes out all of the time.