New Modem/Router Request
backwaterdog
Enthusiast - Level 1

I have been a verizon customer for more than a decade and I just recently added their at home 5g service which consisently dropped connections daily. After doing some further research regarding their router, I discovered that there were two models. The ASK model is the older model that they sent me and is known for having issues with dropping the connection. I asked for them to send me the newer ARC model so I could return the ASK model and they refused despite elevating the call to a supervisor. I was told that I would need to open a new line (which incurs a 35 dollar charge) and cancel the old line in order to get the newer router. When I told them I was not offered a choice in routers, they replied by saying that they could not control what router was shipped to me from the warehouse but If I open a new line then they could guarantee that I received the new router by some magic or another. It was explained to me that they will continue sending out the old ASK model routers until they ran out of stock so if you are considering this service you might want to wait for them to run out of the old router models. It is beyond me why they could not fulfil this simple request for a customer who has been with them for so long or any customer for that matter. I will leave Verizon's cellular and at home service as soon as I get the opportunity.

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vzw_customer_support
Customer Service Rep

Hello, backwaterdog, we appreciate your loyalty over the last decade and I'm sorry to hear you're running into an issue with your 5G Home service. We want to help ensure that we have a resolution that fits your needs. So we can best assist, we will be reaching out via Private Note.

-Lauren

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