5G Home Internet Experience - 1 month in

[cincyguy78]

I switched from my local fiber internet provider to 5g home in early December.  I've got a 2200 sq ft house and I have the window mounted equipment on my finished third floor. I had gig internet with my previous provider but never got more than 300-400 on download speed (even with a fairly high end mesh network setup). Speed with 5G home has been great, I'm averaging about 700-800 on the download with no additional equipment installed other than the window unit. However, the signal has been a little weak in the back half of the house on the first floor. I honestly expected this since the unit is on the third floor in the front of the house, even the tech that installed said that would probably happen and I could just call and get a free extender.

Here's where things start to turn south. I contacted Verizon a few days after the install. Got a rep that was doing a terrible job listening to me. Long story short, they sent the wrong extender to the wrong address. Ok, no problem, mistakes happen. Called back, got a wonderful rep, determined their was only one compatible extender for my window unit and he sent it no charge, 2 day shipping. That was 3 weeks ago. Call again today and find out that the order was cancelled, the unit the rep sent me "for free" wasn't supposed to be free. They have a free extender (the "mini") but it's not compatible with my equipment. The router I need is $299, which of course, I'm not paying for. Never got a call, text or email letting me know the order was cancelled and no attempt was made to correct the issue the issue, I just got told pay the $299 or go by your own extender from the store. The other issue I have is that I was lied to multiple times (guy that came to my door to sell me the service, the technician and the first two support reps I dealt with all told me it would be free). It's not my fault that they don't have a free extender for the equipment they decided to install at my house! 

The experience has been so bad I'm cancelling not just the 5g home internet, but also my families cell phone plan with Verizon. Great job Verizon!

[vzw_customer_support]

Hey, cincyguy78! I definitely apologize for any trouble this has caused, especially with the experience with the agent. I will ensure feedback is submitted, however I'd be happy to assist in figuring out what other options may be available to get you an extender that works with your equipment!

*Aly

[cincyguy78]

Hi Aly. I've been told twice now that the $299 extender is the only option that will work with my equipment but if that's not the case, would be happy to chat about my options. How do I contact you?

[vzw_customer_support]

@cincyguy78 ,

We're sorry to hear that you're having so much trouble, but let's we have the right information in order to help solve this confusion. What is the Gateway router that you currently have? This is found on the unit itself under the SKU. It sounds like you have an ASK-NCQ1338 , but knowing that will help greatly.

-Russell