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Verizon Wireless 5G Home Contract Buyout Program

Hi,

I switched to Verizon from Xfinity on October 3rd. At the time, I was told that Verizon would pay my early termination fee from Xfinity, I just needed to provide my final bill. That is proving an impossible task --has anyone done this successfully, and can advise me how to go about this?

FYI here are all the things I've tried already, and time is running out now, so I'm getting desperate: I was sent a link from Verizon to upload the bill, but although I have the correct file size (less than 5MB), and correct file format (PDF, also tried JPEG and PNG), the file will not upload. The error message just says "Unable to upload file. Please try again." It does not state any reason.

Over the past month, I have called Verizon's customer support several times (Oct 13 and 23), spending over half an hour on the phone each time. It's not a pleasant experience because it takes a long time to get past the AI and actually speak to someone. And when someone does get on the phone, they have difficulty understanding English so a lot of time is wasted there. When I eventually get through to someone who can understand my request , they say they've never heard of such a thing happening, and say they will get back in contact with me, but they never do.

So, October 14, I went into a local Verizon store, where I was told that they do not provide any support, only Sales (I wish I'd known that before I switched. If I'd known that customer support was impossible, I would never have switched to Verizon). But, I refused to leave, and I proved to them in the store that the link to upload the bill didn't work, so they entered a ticket into their system. A few days later, I received an email from Verizon (with a no-reply address) stating that they didn't have sufficient information to process my buyout.

I'm really frustrated now, and I don't know what to do or where to turn. It seems Verizon is great at getting the sale, but has no plan in place for follow-up support. I'm really disappointed.

If anyone can suggest anything else I can do that might help, I'd really appreciate it.

Thank you.

Comments

Verizon_Support

Hello cedar1059. We would love to help. Here's a link that will walk you through the proces: https://www.verizon.com/home/internet/?cmp=KNC_H_P_COE_GAW_FiOS_2022_08_BP-12413&abr=CMOGBRPLUS&c=A005126&kpid=go_cmp-17934607858_adg-138102730285_ad-670987889265_kwd-36353070_dev-c_ext-_prd-_sig-Cj0KCQiAgK2qBhCHARIsAGACuzmn3Hz_IuhJKFA1mR_eLlGeCKuw3X9o3id2Uva2hnTeynzNke34E-saAsHGEALw_wcB&utm_source=google&utm_term=go_cmp-17934607858_adg-138102730285_ad-670987889265_kwd-36353070_dev-c_ext-_prd-_mca-_sig-Cj0KCQiAgK2qBhCHARIsAGACuzmn3Hz_IuhJKFA1mR_eLlGeCKuw3X9o3id2Uva2hnTeynzNke34E-saAsHGEALw_wcB&gclid=Cj0KCQiAgK2qBhCHARIsAGACuzmn3Hz_IuhJKFA1mR_eLlGeCKuw3X9o3id2Uva2hnTeynzNke34E-saAsHGEALw_wcB -Joe

USFguy1977

The page you linked does not work. It provides fields for you to fill out the information, but most of them are grayed out. I also cannot upload my documents or submit.

USFguy1977

I should specify...it seems the FiOS link works. It is the 5G Home Internet link that does not work.

Sulio

I have the same issue and it seems no one from Verizon knows how to fix it. I have wasted 6 hours with these people. I think I’m going to file a complaint with the FCC and BBB.

Verizon_Support

Oh my gosh Sulio, that is valuable time. We are glad you reached out here. Please share where in the contract buyout process did issues arise? Did you receive the email communication with instructions on how to request the Contact buyout bill credit?

-Deb

Sulio

Did you not read the issue? The form is broken. I’m in the process of filing a formal complaint with the FCC and BBB

Verizon_Support

We do have a process to assist when issues come up. I would hate to see you waste more time on a complaint if we can assist you with the fallout process to receive an eligible contract buyout credit. Please reply to the following private message to collect account details in a secure and private chat environment.

-Deb

bcorsi514

Verizon Customer Service I am trying to take advantage of the 5G Home Internet ETF Credit as well, I too need to submit my statement from previous internet provider for an account credit. My bill is due in 12 days. The form or website to submit the statement as well as details does not function properly. I can be reached directly by email at [email address removed per the Verizon Terms of Service]

Thank you, Brian ***

Verizon_Support

We will be glad to help you get your promotion request up and running. We sent a Private Message to assist you.

~Geo

Verizon_Support

We are ready to help. Reply to our message, so we can further assist.

~Maria

Benallen16

Has there been any update to this? I am having the same problem where the fields are greyed out and I cannot upload my pdf

Verizon_Support

We're sorry to read that you're having issues with the program. Have you tried using a different browser? Are you logged into your account when you do this?

~Freddy

mummeje1

I am having this same issue as well..... it is very frustrating that Verizon cant get this issue resolved. I have wasted so much time talking on the phone with Verizon reps who have no clue whats going on..... Looks like it is time to get BBB and FCC involved.

Karenc2021

I see this issue has been on going. Has there been some sort of resolve? I too have the same issue with the form and it not allowing you to enter info into it.

Verizon_Support

Happy Thursday! Being on top of your account is crucial, especially if you are managing yoru contract buyout program. Verizon is here to help. We sent you a Private Message.

~Gilbert

KSPK1

I also was guaranteed a buyout up to $500 to switch to Verizon from Xfinity. I have had HOURS of messaging with various agents from Verizon who continually pass me to the next agent. I have over 100 messages in my ticket portal documentation. Big fail, Verizon. I want that buyout.

nickrosado1872

did you ever get this handled? I'm having the same issue.

Verizon_Support

Thank you for raising your concerns about awaiting your ticket results. So we can get eyes on this we will be sending you a Private Message.

-Melissa

SpookM3

I am having the same issue. About to file a formal complaint with the FCC as well. The form will not allow you to enter your name or anything other than previous carrier and cost of early termination. What is going on? Verizon is a shady operation. I have so many people local in Atlanta with this issue I’m going to contact Clark Howard and get this on the news

Verizon_Support

Hello SpookM3. Sorry to hear you are having some issues with providing documentation for the switch offer. We will reach out to you via a private message so we can keep any account information needed secure.

-Toni

Smatteson

It's unfortunate that this has been an ongoing issue. Had I read this forum beforehand, I wouldn't have done the buyout. I was also promised a buyout to bring a number from a previous carrier. Countless wasted hours and extreme frustration has led me to the conclusion that I need to leave verizon and file formal complaints, like many of you have done.

Verizon_Support

Thanks for your post. I will send a reply by Private Note. -Ross

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