If you are on the fence about getting 5G Home Internet through Verizon.. DO NOT DO IT. This has been by far the worst experience I have had with a big name company. It is to the point where this experience is making me seriously think about switching to AT&T or another provider.
I have Verizon for my cellular and had a door to door salesman knock on my door to sell me the new 5G home internet service. I am outside of Atlanta by the way. He mislead me on so many things that I will probably never trust a salesman ever again. I was told that if I did not like the service within 14 days then no problem, I can return the service at no charge. After 14 days, if I cancel then my bill will be prorated. He also blew smoke up my butt and told me what I wanted to hear regarding the service just to get me to sign up. Verizon needs to train their salesmen better, since I feel as if I was mislead and lied too from the beginning.
The service was not better than my previous internet provider's. It came with a big bulky white router that had to be installed on my bedroom window. I would be unable to open my window or properly shut my blinds. The router did not even extend to my apartment's balcony. My apartment is only 800 sq-ft. I can not imagine how this works in a house with out signal extenders. In regards to speed - I personally didn't notice a different in download/upload since I mainly use internet for surfing, work and streaming. But the speeds were fast when I did the online speed check. In my area there was only one useable node for my internet connection. I requested a cancellation after 3 days of having this service and a technician came to my house 2 days later to remove the equipment.
I figured this was a done deal until my next month's bill came. They were still charging me for the full internet service. I spent a total of 10 hours on the chat, phone, and hold trying to get this fixed. Every customer service representative I spoke to kept passing me off to another department. Apparently when I called to have the equipment uninstalled, the person on the phone set up my appointment but did not cancel the phone line/service the 5G Home Internet was set up under. It got so bad that I eventually DM'd Verizon on Twitter. Finally the woman I messaged on there was able to help me. The next day my internet on my phone was affected. Since I was traveling on a work trip I was unable to use any GPS on my phone early which only added more stress.
Finally, today was my last straw. I got an email saying I would be charged $720 for the equipment since I did not return it. Absolutely ridiculous when Verizon technicians came, uninstalled the equipment, and took it with them.
So long story short this new service is just not worth all the hassle, and I wish I had seen someone's honest review on it before I tried it out (which honest reviews were hard to find when I originally searched - I suggest reddit). Salesmen lie, speeds are fast, range is short, you can not use your own router, customer service personnel were pleasant to speak to, but it took a long time for me to finally find someone to actually help and they were on twitter lol. Its always easier for companies to take your money instead of returning it.
Wish i had seen this before i started having problems, currently on the phone for over an hour now, i have NO signal, i was transferred off twice now, every person i talk to puts me on hold to get advice from someone else, and when i asked if i can just talk to someone who knows what their doing i was straight up told no... i fear i will have the same experience as you,
Now they want to send a tech out to my home. for no reason i can think of, either the equipment is faulty or i was sold a lie.
Every person I've talked to doesn't seem to know what their doing...ive been with Verizon 10 years....
YUP. That is exactly what they would tell me after transferring me multiple times/keeping me on hold. My issues (finger's crossed) should be wrapped up now - but I still had to spend another hour on the phone with them.
If you do decide to cancel the internet - make sure they cancel the phone line and the tech returns the equipment. And get everything in a confirmation email so there is a record. I had one rep say they could not send me a confirmation email since it was not formal, but had another one send me a "Request" email confirming details so I would have it in writing.
Seems like there is a lot of new hires or the training has slipped through the cracks.
A tech came out today. with-in 5mins he was done, signal is not good enough for my apt, he took the equipment with him, told me since it was not fully activated i will not be billed, it will be as if i never got it to began with...
Only time will tell, in the meantime ill keep an eye on my bill to see any unknown spikes.
Welp glad that's over with.