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Home Fusion, stay away

I thought I would share my experience with Home Fusion service by Verizon like the other hundreds of people. I too have had many consistent issues with Home Fusion. I am glad to say that I have cancelled it as of today and will no longer be charged for internet I never used, unfortunately I am having to pay the ETF. I have filed with the BBB and FCC, so hopefully the ETF can be handled.

I have replaced the cantenna three times along with three new routers over the course of one year, 5/13 - 5/14. I have been told by a technician that the cantennas last about 6months to a year before they fail. I have also most recently had several connection issues where the internet will drop several times a day around the same time every night and I would battle to get it reconnected for 20 minutes or longer. I have had the online light on the router stay yellow for days without connecting and had to replace the cantenna then. Once the cantenna is replaced the system will act normal for a while and then begin to crap out once again, but ghost data seems to be consistent for the duration of my service. Everyday I would wake up and have ghost data charges even though the system was shut down overnight. I would have it off all day when at work, then while I would connect to the internet once getting home, it would charge me up to 1gb depending on how bad it wanted to treat me. Don't even think about downloading something because they will charge you excess bandwidth. If I downloaded a 1gb file, I would be charged 2gb.

I have been in touch with Verizon about a hundred times and mostly would get in touch with people who couldn't even connect me to the right department or would hang up on me. When you finally do get in touch with a rep, like others have stated, Verizon likes to spew the whole "new software is coming," yet never giving the customer credit for their terrible connection issues and bogus data charges. If Verizon knows there is several issues with hardware and the software it blows my mind that replacing bad equipment several times is more cost effective then coming out with decent equipment to begin with. Why would you pick a Vietnamese router company, Technicolor, to be your router of choice just because they were the cheapest option?

Finally, I would like to ad that I previously had the mifi devices that Verizon offers, and even though the bandwidth caps were much less for more money, I never felt that I wasn't being charged data that I never used. Since going to home fusion because I felt I would receive more bandwidth for the money, and it turns out that is not true.

Comments

C_Reese

Sorry to hear your problems with the Home Fusion. I have called, chated online and wrote a letter to complain about the constant cutting out and 21.00 rental charge for the router I never knew existed. I cant get them to change monthly fee so I plan to let them have it back in August. That is if I don't decide to set out in front of their store in Gallatin,Tenessee with a " YOU LIED TO CUSTOMERS" sign. I have the contract and it says flat 60 bucks a month for 10 GB

Davileet

C. Reese, I am sorry to hear about your "bonus" monthly charges for home fusion. I could not imagine paying extra money for the service. It is a sad day when these huge companies are allowed to walk all over the customers and run rampant with charges and bad services like they are allowed to do in these modern days. I now know that Verizon is not going to be a company I ever do business with again, and I will be sure to let everyone know from this day forward how I was treated as a "customer". It is unfortunate how companies that gain popularity for good service, then ride out their reputation while screwing the customer over in the later years. These large companies seem to forget that they are only in the position they are in because of the customers.

DougMac

I'm sorry to hear of your problems.

I'm responding to this post because there are probably others like me who came to the forum to help decide whether Home Fusion would be a good fit.

I got Home Fusion because there were few, if any options for our rural location. I had AT&T DSL that never went above ~400k download. I looked at satellite internet, but it is expensive, slow and rife with problems. A neighbor told us about Home Fusion (a good indicator we had coverage) and after doing research, including this forum, we decided to sign up. That was in March, 2014.

Thankfully we haven't had the amount of problems described here. There have been some peak times when availability was spotty and I've had to reset the cantenna twice. I've monitored our usage very closely and we have not had problems with ghost usage.

Frankly, I'd prefer to have fiber run all the way to the house with blistering speed and unlimited usage, but that's not going to happen any time soon where we live. Home Fusion is not perfect by any means, but there are users like me who have had minimal problems.

Amri

I've been a Verizon internet customer for many years and have had Home Fusion for close to a year, after using Jet Packs. Initially I was excited to be able to double my usage from 5 Gb to 10 Gb at an increase of only $10/month. Sounded great and I looked forward to being able to watch a few YouTube videos per month like everybody else on the planet. The first month it was amazing - we were able to watch videos and it seemed that we were barely able to scratch the surface of the data available to us. We were happily reassured that 10 Gb via The Home Fusion system would be just right. The next month it was like a switch was activated. With no change in internet behavior from the previous month, we used up the 10 Gb allotment in a fraction of the time. Now we have gone back to the way we used it when we had the 5 Gb plan and a Jet Pack - no video - and whereas we used 5 Gb before, we're now being charged for 10 Gb or more. I've thought of increasing our data plan, but I have a feeling that no matter how big our plan is, we will get no enhancement of services with just a higher bill to show for it. Impossible to prove, but I think we're being ripped off and I intend to go shopping for another carrier as soon as my contract expires.

Amri

Just a clarification - by "ripped off" I'm referring to our perception of apparent data usage manipulation.

miznixe

We also live in a rural area and thought home fusion would be a fantastic option. That is not the case!! Our usual data usage was about 15Gb/month on the busiest of times. It has been 4 months since we got Home Fusion and our data use is at 30Gb/month because we kept getting overage charges. I put usage meters on all our devices and when I add everything up at the end of the month, I come up with 8-10, Verizon is charging me for 30!!! The part that bothers me the most is when I call customer service and am told that I can learn to put "caps" on my data usage- great idea if I were actually the one using the data. There have been two times this past month alone where I have turned off the cantenna and checked usage a couple days later only to see that 1-2 Gb were transferred during that time period.

If you are looking into this as a good option for internet- stay away! Keep looking elsewhere.

dj9meisner

Where do I even begin??? I have spent countless hours on the phone, and in the Verizon store trying to deal with ALL the issues we've had since buying the Home Fusion system. Starting with the ridiculous "installation"- which included not one, but two holes drilled in our BRAND NEW wood flooring! The installer hit a cold air duct the first drill.......nevermind that the system should have been installed in the basement from the get-go. Not set on our computer desk with wires running through the floor and into the basement! HELLO- it's a wifi system! Then, when I went into the basement, there were wires draped across the ceiling- not tacked to the boards, just hanging there! Then, there was the hole drilled through our siding, which was done from the inside, and resulted in a hole placed in the wrong spot, allowing rain to enter! It took several phone calls, and 3!!! promises of someone showing up to fix the botched job, before someone FINALLY showed up!!!

After reading all these reviews, I realize we are not alone in all our issues with the Home Fusion. We too were assured that because our average usage was 5 gb a month, that 10 gb was a more than ample amount to switch to this system. We gave up our unlimited data to switch to this system! In the 2 years that we have suffered along with this system, we have stayed under 10 gb a handful of times! There was one month in particular, that the system said we used 10 gb in one day, a Wednesday when no one was home!! That month resulted in a total usage of 24 gb!!! When I called to talk to someone, I was told that to lessen the overage charges, I should change my plan temporally, to add gigabytes, and then turn around and change it back. The idiot did not tell me that this too costs $$$.......we ended up spending more that way, then if we had just paid the overages!!! We have paid unreal amounts of overage charges in the last two years!! I have spent crazy amounts of time on the phone, only to be told what everyone else has heard- we ARE using the data somewhere! change your password! (even though it is password protected) turn your computer off when not in use! blah blah blah!!! Our computer habits have not changed one bit, yet we are using crazy amounts of data!! They can not tell us which devices because of privacy laws. There was even one Verizon employee who insinuated that the installer somehow was stealing from us. If I had a nickel for all the hours on the phone with Verizon, and every single person promising to look into this issue, and promising to call back- I'd be a rich person!!! Not to mention that we are on our second system- the first one failed 2 weeks after our one year warranty period was up. I absolutely would not stay with Verizon or this system if we had any other options. I am beyond fed up with the whole thing!!! I could go on and on and on.......you get the picture, we are all having the same issues with absolutely NO RESOLUTION!!! If there is a class action suit brought up, count us in- I've had it!!! The right hand has no idea what the left hand is doing when it comes to dealing with anyone at Verizon!

miznixe

sstarted with mifi a couple years ago, and although it worked well we thought it would be good to increase data allowance. With home fusion we use the Internet much less, turn it off repeatedly during the day and every night, never a stream videos, etc....30Gb plan! Wish there were other options.

datslor

I am cancelling my service today. Our service has been so spotty and I have been battling and trouble shooting for over a year. I have spent hours and hours on the phone with Verizon- time I will never get back. Today I will be free. I have no other internet provider in my area so I will be without internet at home, but honestly, I haven't had reliable service for a year, the only difference is that I will not be a fool and hand my money over to Verizon every month for their horrible service. The icing on the cake was when they sent a technician out last month to "fix" the problem. There were no improvements and they charged me $100 for the technician to come out. I am not going to be Verizon's fool anymore! I am cancelling and calling a class action attorney.

Givemhall

I signed up for the double your bytes for same price in October. I had written numerous emails suggesting that those of us who had never jumped ship should be getting some sort of break for being loyal For the Last 15 years. My usage had averaged 30 for over a year but any overages were ridiculous. The following month my usage jumped to 47(?) and last month over 60 (!?!) resulting in overages. After numerous chats with VZ folks - they tried to convince me that I was playing video games at 4 am....using my WiFi while at home which uses more bytes because it is a "secondary source" and should then only set my devices for cellular data and not WiFi( then WHY have Home Fusion) and probably allowing programs to run in the background..... It was a lot like asking a hospital administrator to explain a hospital bill- crickets. Hmmm. It is only my husband and I using Home Fusion. We are 61. Right - video games. Why in the hell do I need home fusion if it costs more bytes to run my iPad air using WiFI instead of cellular?? Makes no sense,

I decided my only option was to file an FCC report. Surprise. I was contacted by the home office. They couldn't hear me. They think they could not have possibly done anything wrong. As I am educated and choose to read and watch television to stay informed I am sure that AT&T thought they could do no wrong either before being fined and providing customer refunds for overcharging. I have no real problem with Verizon or Home Fusion - I have a problem with the fact that Verizon has no competition for my business. And because they know that they are my only choice that they found some loophole or ruse to provide a service for a higher profit Than is necessary.

I suggest FCC reports. At some point - something has to change so that as Americans we have access to reasonably priced speedy Internet service. I do not believe that is too much to expect.

unknown

by wi-fi that means another data service other than Verizon. If you have HomeFusion and use wi-fi to connect to that you're still using Verizon's data network. Wi-fi means through DSL or cable internet. HomeFusion is for people whose only other choice for internet is satellite. If you could get DSL or cable internet you don't get HomeFusion

John_Getzke

>by wi-fi that means another data service other than Verizon

Not sure what you mean here. Perhaps you are referring to a local muni WiFi service provider?

> you have HomeFusion and use wi-fi to connect to that you're still using Verizon's data network

Generally speaking WiFi is a local wireless service. It is used to connect a computer or mobile device to a home router/Access Point. Whatever you do over WiFi between your local devices is not of any concern to VZW. What users are billed for is the traffic that is sent from the Jetpack or VZW device across the VZW network via 3G or 4G LTE to access the internet. HomeFusion (Now rebranded as Internet Connected) is no exception to this policy, you can use WiFi with your local devices all you want for no charge. WiFi is free, 3G and 4G LTE are not.

> Wi-fi means through DSL or cable internet

WiFi does not mean through DSL or cable internet. DSL and Cable are ISP connections that serve the same role as VZW only over a different connection medium. Anyone can use WiFi on any kind of ISP connection, its not exclusive to one or another. You don't even need an ISP to use WiFi, you can run a home router all by itself without an internet connection.

> HomeFusion is for people whose only other choice for internet is satellite

HomeFusion is not specifically marketed to areas that only have satellite. However it is the most attractive for people who are in that situation.

> If you could get DSL or cable internet you don't get HomeFusion

Normally when DSL or cable internet are available you would want to go with them over a wireless provider like VZW for your primary internet connection. Only light usage folks would be a good candidate to replace a permanent home cabled ISP connection with a wireless service like VZW.

Susie0223

I too have had problems with spiratic overages. I had internet for three years with Wild Blue and never went over my allotted 25 gb- same computer same iphone same uses.

First month w/ Fusion I "supposedly" used 33 gb. I called and complained they sent someone out he replaced the router and told me that sometimes these things meaning Catenna & Router record "ghost data". Never heard of it before- I questioned what if this doesn't take care of it, the tech said they'd come out and replace the cantenna next to resolve problem.

Next month...June 8 GB/ July 15 GB/ Aug. 4GB/ THEN Sept. 178GB< charging me $1582.00 in overages. I started working to resolve this matter immediately spending many hours on the phone each conversation trying to get this resolved.

I just wanted this problem resolved, the overages off my bill, and fix this cantenna or remove it so I don't have the aggravation anymore.

Today was the deadline for this craziness and there is no resolution in place. I have contacted the better business bureau for an investigation, joined this forum, will post an update on Facebook, & plan to contact every consumer hotine or complaint dept..

Tomorrow if still no resolution I plan to start looking for a class action Lawyer so that I can turn this over to them and Verizon to work out and then go set up my account with AT & T or our local carrier.

Sad, I have been with Verizon since July of 2000- happy before now. Can't believe they'd let a loyal customer go that spends $373 per month. If they did the math they'd see it's not such a wise decision.

John_Getzke

> I plan to start looking for a class action Lawyer

IANAL but. ...

You might want to read your contract first. By signing a contract with VZW you have waived your rights to a class action lawsuit against them. This is the main reason why no class actions have been formed so far. If they were possible wed see them in headlines. What you need to do is take VZW to small claims court as an individual and argue for your individual case instead.

dmstew

I would NOT recommend Home Fusion. There is no way to verify volume of usage. I had a different service that Verizon had bought out which was based on speed. Verizon told me their records showed our usage would be around 15G per month of data. We started with that plan and stayed around or below that volume originally. We do not stream videos or download files to make sure data is limited. Verizon then started stating we were exceeding and we moved up to the 20G plan which we weren't close to. As soon as we increased our data plan, we started to exceed the 20G magically so now they had a plan to go to 30G for less so we switched and now we have exceeded the 30G without any different activity. I've called technical service and they had no reason nor any response to exact data numbers. They were going to check into my situation and get back with me but still haven't. I will be cancelling this service.

MadVictim

Just found out from a VZW insider - they're using a topology called 'mesh networking' to expand their reach. Basically using your system to hop data to others farther from the towers. Algorithm in router is failing to discern your data use from their hijacking. Time for massive complaints to FCC. The more filed the more likely VZW will fix it and/or get sanctioned. FCC Complaints Link.

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