5g gateway replaced, works well but bill increased by $50 !

[Ventura888]

Hello all.  After 3 yrs of trouble free 5g my cube failed. Verizon had me pickup the new one at a local store. Hooked it up and everything  was fine. The problem is that instead of the device being assigned to my account, my bill has gone up by $50. Additionally, the new device assumes I live in Florida (I’m in CA.) To add to the confusion Verizon then sent a replacement cube ((which didn’t work) so my old cube and this nonfunctional one were both returned to a TX address.

I’ve spent hours with customer service on phone and in chat sessions (over 260 chat exchanges!) The actual 5g service performs as expected, but it’s the complicated and problematic accounting that’s the problem. Either way, ATT is sending me a trial “Air” kit. If I get a signal I’m leaving Verz as I’ve wasted hours with customer support with zero results.

Thanks,

Bill

[scott31339]

They sign you up for a current service if you get a new device - so if you were grandfathered in on some deal, yeah, unfortunately that goes with it. 

I'd call get re-tensions on the phone and see what they can work out with you. 

[unwiredsoul]

The problems with this situation are:

• Customer is not informed that having the Verizon provided equipment will affect their service tier.
  • If I genuinely cared more about this issue then I would be investing the Verizon price guarantees.
• Customer is forced to pay more for the same level of service they had previously. I had to upgrade to 5G Home Internet Plus just to get the 300Mbit/20Mbit speeds I signed-up for.
• Customer Service/Technical Support is generally obvlivious to the situation. For example, I had to keep calling and requesting escalation to get to a network tech., that had been with Verizon long enough to know about the plan change.
  • Once I had someone informed of the situation, he was able to resolve the issue in <10 minutes by upgrading my service and re-provisioning.

I share this in the hope that the Verizon employees posting on here will read this feedback and escalate it appropriately.  I do not need any help with the situation as I'm a happy customer that put this behind me 6 months ago. However, if people are still encountering this, then the SNAFU is still likely to be ongoing inside Verizon.

[Ventura888]

As you mentioned, getting hooked up with a tech who is allowed to push the right buttons is the only path to solve these problems.  I urge all folks with “unsolvable “ problems to start new posts clearly describing their problem.  In time, the higher level customer service techs will contact you via private chat. In my case, the problem that went on for hours and days was solved in minutes. Verizon customer service is absolutely great if &  only if you can actually reach someone who can actually fix it.

Bill (OP)

[Ventura888]

Scott: Thanks for the reply - you explained what I needed to know. I’ll give it a try tomorrow.                                             

Bill