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Email address for Support

Why can't I send an email to Support? I was talking to a person via online chat, who said that "billing" is the only group to resolve my issue - why I'm paying a lot of money for Quantum (and have been doing so for months) but the guy I spoke to for at least a half hour and "upgraded" to Quantum never mentioned that I would need new equipment. When am I supposed to get the equipment? Not sure why I'm expected to call billing (during the 9-5 work day) when I can't call from work, but could communicate email. This is pretty bad

Comments

CRobGauth

Are you sure you are paying extra for Quantum?

The pricing is all the same (based on number of TVs). Only difference is DVR pricing.

You pay least for old DVR, then MRDVR, then 6 tuner Quantum and finally 12 tuner Quantum.

What does your bill say you are paying for?

likestv

My bill states that I'm paying for quantum but then says that I have an MRDVR

tns2

ON the bill it QUANTUm may not refer to Quantum TV. The intenet services above 25 are also called Quantum. ENHANCE and PREMIUM does.

For example on mine it says

FiOS Quantum TV - Enhanced Service 22.00

But also lists

FiOS Quantum Internet

as part of my bundle.

SinCara

I don't think you are being charged for enhanced quantum service.

I really can't see them upgrading someone without sending the equipment for it.

Even on your account online you cant upgrade to quantum without choosing equipment.

I would assume by calling to upgrade they would still see that you don't have quantum equipment unless some goon had no clue as to what they were doing....which is possible.

Enhanced 6 tuner service is $22.00 a month. That is just for the 6 tuner service.

If your bill is showing MRDVR then most likely you are getting charged for multi room service for the old equipment, not enhanced quantum.

Can you post what your billing summery shows for charges for equipment/services?

There is something else you can check if you still arent sure.

Sign into your account online, go to add or change services then to add/upgrade.

After you confirm to give permission on the left will be tv outlets and equipment. If you go there it should list all of the equipment and services you have that you are being charged for as well as what you can upgrade to.

It you don't have quantum it should say you have a dvr, a stb, and mrdvr service with the prices you are paying.

If you can though, post what your billing summery is showing so we can confirm what you are being charged for and tell you what to do from there if anything because if they have been charging you for enhanced service then they owe you a nice credit.

[Deleted User]

Hi likestv,

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. The title of your post is the link. 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.

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