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"mix and match" not available to existing customers?

I'm up to renew my bundle. With the new bill-bloat (sports fees) and unnecessary equipment upgrades (new router for $15/mo vs. existing, working, router) it looks like around a 30% increase. I looked into the new "mix and match" that Verizon been crowing about but when you get through the details it turns out that it's not available to existing loyal customers. (note the "mix and match" would give me more capability for even less than my current bundle!). Discussions on the web say to sign up for "new" service and drop the existing one, but I can't believe the even Verizon would make it this difficult for they're current customers. While I evaluate the alternatives (Cox's new Contour upgrade looks really nice) I'm wondering if anyone has found a way to cut through the Verizon **bleep** and get a fair deal.

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AlphaB

"it turns out that it's not available to existing loyal customers"

That's strange. I called them & was advised that Mix & Match is available to existing customers. Also, I could switch to Mix & Match w/o cancelling fees. I have a 2 yr contract which does not expire til 2021.

Frustrated20202

I'd actually like to change to the mix and match plan, but apparently as a Verizon customer of 19 years, that's impossible to do.

I log into my account and do not get an option to do mix and match (only double play with or without a contract). If I put in a non-customer address, I get the option of mix and match no problem.

So I call customer service, first person says they can't do mix and match over the phone and I have to do it online. So I try again. Still no option.

I call back and Verizon hangs up on me 3 times and tells me to call back tomorrow. I finally get to someone and they tell me the same **bleep**. Request to speak to a supervisor and again told it can only be done online.

So a HUMAN being can't help me and the website doesn't give me the option to do mix and match.

Very Frustrated! We were debating dropping Verizon TV in favor of Hulu, but actually did like the mix and match offer. I'm re-thinking that now!

For something that's supposed to help them keep customers, it's not working in my case.

Frustrated20202

Same situation! This is absolutely ridiculous!

You would think if this is their effort to prevent losing more customer that they would actually give existing customers the option. What's even worse is that they are lying and saying its an option, but there is no way to get it as an existing customer. (if someone finds a way, please let me know)

Frustrated20202

They say it's available to existing customers, but there is NO WAY to actually sign up for it as an existing customer.

I wish you could share the secret. I tried chatting with "Jessica" via the web site and she said it was not doable. I also tried using the verizon.com web site, and it defiantly won't let an existing customer sign up. I'm going to try again this week and try to actually talk to a human and see what happens. I don't understand why companies can't just offer a good product at a fair price and let the consumer choose. Too many games.

Frustrated20202

Update- I opened a chat via the My Fios App this evening.

The agent told me she COULD switch me to mix and match. Wow, after an afternoon of phone calls that went nowhere.

I was very happy until she sent me the quote. I had picked the $90 TV plan that was supposed to have the set top box and $12 DVR included. Instead I saw a $12 charge for each on the quote.

I asked and was told that she verified the included set top box and DVR was only for NEW customers.

So they want to charge me $24 more a month than a new customer. I declined the plan and told the agent I was reconsidering my FIOS TV service.

Very unfortunate!

halkatzen

Good news all...I was able to get a online chat session going and was able to secure the deal. It took persistence after calling several reps via phone and trying different reps on the chat service but it looks like they got it right via the chat. The phone rep says that the mix and match is available via the portal but I was unable to navigate to it. To add insult to injury, Verizon presented me with offerings that cost more, even for the same service on the portal display. Keep in mind that the promotion of $39 per month and/or digital voice for $20 per month is available with the $10 discount, only if you use a checking account for them to debit it from not CC. During the chat session the rep will send you a link to your email which you can click through and they will confirm your order that way. You will have to set up autopay to a checking account after the call. I already had it so you may need to call back or chat back to confirm that you are getting your $10 discount.

tsao16

chatting with "Jessica" about 45 min. tonight, but I still cannot switch to lower cost mix/match plan.

they only help you to switch to higher $$$ options

mitch0531

If you still cannot get to mix and match, clear cookies in your browser. Then login to My Verizon. Then go to link https://www.verizon.com/personal/home/bundles/fios/ec

You should be presented with mix and match. But don't get too excited. You cannot drop any service if you are on triple play. I was thinking of dropping phone and TV and going internet only. Cannot deselect the way you can as a new user. Also, free router rental on 1GB internet only available to new customers. Free STB and $12 DVR credit from Most Fios TV option not available to existing users, only to new users. Bottom line is I can only choose all 3 services and if I select the equivalent of what I have right now my monthly price goes up by $50 and I lose HBO and Showtime. I had the old extreme package that included them both but it will be expiring soon. so I could pay an additional $25 to keep Showtime and HBO and I will be paying an extra $75 per month. Pretty good deal. I have not tried calling in yet to get a better deal or to drop everything and go internet only. But so far online mix and match looks like a bust for existing users. The killer here is $15 for the router rental, $20 for enhanced DVR and $36 for 4 STB's. No discounts. That's $71 on top of the mix and match rates.

dbowman9999

I was given this link for existing customers:

https://www.verizon.com/home/bundles/fios/ec

Danielpjz

We got the same runaround. Told on chat that in order to switch our selections we had to call. A home phone is obsolete. We don’t want it and would prefer YouTube tv. Told by the rep on the phone we can’t change anything because we are under contact. We can only add to our existing bundle and that needs to be done online. Like we would add more and give this company more money. Ha! We’ve been loyal customers for 15+ years and this is what we get. Can’t wait til our contract is over.

NandEsDad

I too had initial difficulties with switching to Mix and Match (I’m also a long time Fios customer). I was told only a supervisor can make changes to my account, so I requested to be escalated/transferred. I was connected to an extremely helpful, polite, and understanding (I’m serious) supervisor, who listened to my request (I wanted to switch to internet only, drop my landline, and add YouTube TV), and he made the changes I requested. No questions asked, no additional up selling or anything. My previous bill (with equipment, taxes, TV, phone, internet, and two subscription channels [ both of which I have the option to separately add in the future if I wish ] ), dropped from $210/month to $85/mo. I got exactly what I requested, and went from the brink of dropping Verizon altogether back to being a very satisfied customer.

G_Man3

I am now seeing mix and match option on the My Verizon dashboard. I am in a contract that expires in August. When I click on 'upgrade speed', I get sent to the old storefront to increase my speed by $20 more to go from 50mbps to 100mbps plus a one time $150 speed upgrade fee (probably a fee for upgrading to a new ONT I'm guessing) and then I get to keep my 'Select HD' TV package which is cheap due to less regional sports fees and I keep my existing contract.

If I click on mix and match from the dashboard, I get sent to the new store front and I can now get 200mbps and 'Your Fios TV' for $20 more than what I'm paying but seems to waive the $150 speed upgrade fee) and it says I would be in a 'no term agreement' which seems like a better deal especially since the regional sports fees appear to be rolled into the cheapest $50 TV package. But during checkout it says that I need to agree that I will keep my bundle for 24 months or I have to pay an early termination fee.

Is it possible to switch to mix and match pricing to get out of a contract and switch to Internet only from Verizon double play or triple play? I don't mind signing a 24 month agreement if I have to in order to switch to mix and match, as long as I'm not forced to keep TV service and can switch to Internet only at at any time.

I'm debating dropping TV when my contract is up since I don't really watch sports and the few shows I watch seem to be moving to cheaper streaming services even while they air the current season... like FX networks will be uploading their shows to Hulu right after they air starting in March so it is probably cheaper to subscribe to Hulu for a month or two instead of a full cable package or may even be cheaper than purchasing a 'season pass' from a digital distributor if you only watch a few shows and want to keep up with the latest seasons. I think cable is headed this way and Verizon realizes this so it would make sense to make it easier for us to drop a TV package when we don't have anything we really want to watch on it. The state of cable TV packages, or internet TV packags seem to only really benefit those who like to watch live regional sports.

jdw11

for my situation mix and match is pretty much the same as the triple play I already have, I think all they've done is recombined charges/packages so you end up paying about the same regardless. Very disappointing.

Hankster3

Hello NandEsDad,

Your Post is encouraging!

Question: What phone # did you call to make your request and demand xfer to Supervisor? I can't find any phone # to talk to humans EXCEPT if I want to 'pay my bill'.

Also - did they require you to enable auto-pay from checking?

THANK YOU!

BSC2

Jessica took care of me a few days ago. However, I can’t see online. The page does load properly. It’s really odd.

JP215

I had no problem and my contract wasn't up. I went here http://verizon.com/mixandmatchchangeplan and clicked "Change Plan" then logged in. Made my changes and Check Out. No problem.

Clickrs1

Be careful when switching to this plan, I agreed to switch because it was going to save me $10, I asked if anything else would change and was assured no. Well when I got an email the next day I lost other discounts I had plus I lost my enchanted DVr service. When I called to switch back I was told they couldn’t do that but for $22 more I can get my dvr service back, WHAT?. Are they serious I am livid. I have been with Verizon for over 25 years and every single time I add or upgrade I lose something else and they can’t give me back my old service. I am now waiting for a supervisor to call me back. I am done if she can’t fix this without charging me more everything will be out on my porch and they can come get it.

DonewithFIOS1

I went through the same frustration and ended my 2nd call with verizon by asking how to return my equipment. Comcast makes the switch easy and I am sick of verizon's lack of loyalty. I have been a $200 a month customer for 10 years and I get the run around. Done

vsp059

I had no problem switching from Verizon Fios Triple play (TV, Internet & phone) to Mix & match ( Wi-fi 6 Internet 200/200 $39.99 after $10.00 monthly discount, $20.00 per month home phone and Youtube TV was $50.00 per month, now $65.00). Had no problem returning the TV boxes and old cable modem. There were no charges to switch or installation charges and the technician came out and removed the old ONT box and installed the new one.

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