I recently moved into a newly constructed condo and I'm the first resident in the unit. The building has Fios hardware installed (I can see the ONT and fiber connections), but when I try to sign up for service online using my address, Verizon only offers me "5G Home Internet" instead of Fios.
I've already contacted Verizon customer service multiple times, but they haven't been able to help, and try to lie to me that my building doesn't have Fios.
The entire street has Fios availability, the building was pre-wired with Fios infrastructure during construction, and there's clearly Fios hardware (ONT) already installed in the building.
I believe this is simply an address database issue where my specific unit hasn't been properly added to Verizon's system, even though the physical infrastructure is already in place.
I want:
- Get my address properly added to the Fios availability database
- Have a FAST ticket submitted to correct this issue
- Connect with someone from engineering who can update the system
Can a Verizon representative please help escalate this issue? I'm happy to provide my address and any other information needed via private message.
Thank you for your assistance.
