They told me it was no longer available on any package, and if I renewed, I'd have to pay. They've always been able to adjust my contract to credit it but now refuse to do so. I honored the "free for life" agreement and had not canceled service. And agreeing to another contract did nothing to help my rate. My rate went up just after my last contact expired, and now that I've renewed it, it's still at the same increased rate that it jumped to just after the last contact expired. They also neglected to tell me that they were disabling my DVR service. I confirmed with them I was getting the same services I already had, and asked how much it would be with paying for DVR. They gave me the price, I renewed, 15 min later and my DVR was gone. After 3 hrs on the phone and another redone contract, they added DVR back (at $24/mo.). That was this morning, I still don't have DVR. They tell me up to 24 hrs. Only took 15 min to remove the DVR service before the updated order, but not so much when restoring service after adding it back. Been with Verizon for 10 yrs, and they no longer seem to focus on the existing customer base. Only new business.
The product is good, but getting very expensive for not upgrading. The more you spend, the better the deal. Keep the same services every contact renewal, and it starts getting more expensive contact or not. At least that's my experience so far.
