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Signed up for a new plan and I am being billed more, customer service no help, any advice?

Long time Verizon customer and I received an email advertisement to update my home service so I looked into it. Decided to upgrade to the Gigabit Triple Play which was cheaper than what I was currently paying for my slower service. $158.99/month was what I signed up for on Verizon.com in November 2025 (I have a screen shot) however to my surprise come my next statement with the new plan I was billed $229.80. Contacted customer service and they were less than helpful. First agent I was directed to was wireless sales and was trying to sell me on stuff, informed them I was a current customer and then they ghosted me. 2nd Agent told me the price increase was due to global pressures and what not, I told them I just signed up for my new plan in November of 2025…. then silence. Tried a few more times and same sort of treatment. So now I am here at the forum to see if I can get an sort of assistance via this route.

Comments

bell239

The Fios speed From 200 or 400 Mbps upgrade to 970 Mbps ,, Gigabit speed pay more money, this is correct, if you do not happy or satisfield, go to downgrade.

bell239

The advice is Downgrade, Call CS

VZ_jenn

Hi LBM24,

Thank you for reaching out. As the Community undergoes backend platform updates, we recommend reaching out to one of our official support channels for any account-specific assistance listed below. Our teams are ready to support you.

Instagram: Instagram.com/Verizon (Pre-paid excluded)
Facebook: Facebook.com/verizon
X (Twitter): x.com/verizonsupport

LBM24

Thanks for the obvious advice. I just find it very lame that I sign up at a certain price for gig and then I am billed more with zero explanation.

tlichioveri

That offer you saw was probably for new customers. Providers are always looking to entice new customers to come over to their service. Existing customers? Not so much. It's a game they play.

I had a similar situation where I wanted to take advantage of a promo provided to new customers while I was an existing customer. Nope! The provider wouldn't entertain the idea. I suggested I cancel my existing account and sign up again, this time as a new customer and that wouldn't even work since I'm already a customer.

It's just a game. You have to leave for another provider and make them BEG you to come back.

LBM24

I suppose that is a possibility but being logged into my existing Verizon account and being able to select a plan from the options provided to me under change plan with a promotional price only for new customers would be a major oversight by Verizon…..but I guess I would not be surprised.

LBM24

Hit up Verizon CS via Facebook and they were much more helpful than the CS via chat on the Verizon site which I think is a mix of AI and an outsourced call center. Could not do anything about the pricing, but were able to get me out of the agreement so that I can choose a new plan that better fits my budget.

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