I’m a Home Internet Customer for 3 years. I’m trying to send a complaint on my experience but just can’t find a contact email.
I an express my frustration with the ongoing issues I have encountered while trying to downgrade my internet service from 500 Mbps to 300 Mbps while continuing to use my own router. Despite multiple attempts over several weeks via the Verizon website and app, I have been unable to make this simple change.
Each time I attempt to adjust my plan, the system automatically adds a router service that I do not want. When I select “use my own router,” a warning message appears, and even after acknowledging it, the selection does not update. This issue persists across both the mobile app and web browser services that I explicitly stated I do not need at this time. This experience has been incredibly frustrating, and I do not understand why Verizon is making it so difficult to complete what should be a straightforward adjustment to my plan.
Additionally, the Verizon website and app have been non-functional for this specific task for many weeks, raising concerns about whether this is an intentional practice to discourage customers from downgrading their plans. I sincerely hope this is not the case, but the lack of resolution and customer support has left me deeply dissatisfied.
I expect Verizon to address this issue promptly and allow me to downgrade my service as requested without forcing unnecessary add-ons. Please provide a resolution as soon as possible, along with an explanation for why this process has been so problematic.
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