If you're thinking about upgrading to the Home Fusion that Verizon offers, you'd better think twice. We upgraded from the MiFi in November 2014 with some hesitation. Before the switch, we had some issues with Verizon's data calculations. We were assured that by the Verizon reps, that the Fusion would be the answer to our needs. It's great if you want the convenience of more than 4 devices connected at once, but be prepared to have hefty phone bills
When we switched in November, we were paying for 16 GB per month which at the time was ridiculous as we only use the internet for emails, some social media, etc. We have NEVER downloaded movies or streamed movies but Verizon told us that obviously we were using that much data.
Then in January 2015 they came out with the double your GBs offer that was a no brainer. We saved $10 per month and increased our monthly data to 30GB. Here's where our problems began.
Our billing cycle starts on the 26th - from Jan 26th through Feb 11 Verizon is telling us that we used all 30GB. That's in just 10 days! I have called and talked with six different people over the course of 2 weeks and I got a different answer with each phone call. The common thread is that "we are using that much data or someone is hacking into our account or someone in our household has a problem and must be getting up during the night to be on the internet". When I pointed out that the biggest data usage charges are when no one is home (9am and 3pm) that's when they came up with the hacker story.
Eight days ago I changed our password and unplugged our device. We only had two smartphones linked to our shared data. In 8 days, Verizon claims we used 4 additional GB yet when we look at the data usage on each device - they have used less than 1GB total. So explain that one Verizon!
At one point (during a 3 HOUR conversation) I asked for a manager. When I threatened to switch to a different company (we've been a loyal customer since 2001), I was told that that's our choice, if we want to, go ahead.
Another customer service rep told me that obviously our Fusion device was faulty and that he'd replace it however when this was escalated to his superiors, they cancelled the order and told me that they never replace a device just because a customer has high data usage.
Just to put my usage at 39GB in perspective - this is what other providers claim:
Per Sprint 30GB = 22,800 emails, 60 hours of video streaming, 200 downloads of apps or songs and 50 hours of music streaming
Per AT &T, 30GB is like 140 hours of video streaming.
Extremely unhappy Verizon customer who lives in a rural area therefore Verizon has a monopoly on customers like me!
I'm so truly sorry about this entire experience with your home fusion. I know this is very upsetting and we would never overage you for data because we know cost is important. We do appreciate your business and thank you for bringing this to our attention. Did any of the reps file an investigation for the high data usage?
Follow us on Twitter @vzwsupport
No, that is why I posted my remarks. Even though I made numerous calls and got a different answer with each call, my problem is still not resolved. They offered to check the line on 02-11-15 but no one has gotten back to me with an answer.
We want to make sure we figure where your data is being used. We now have an awesome tool you can use online to check your usage. It is our Data Utilization tool. You can view it online at vzw.com. On the left hand side it will say View Usage. Then you can chose this. It is a great tool that will advise of your usage.
Follow us on twitter @VZWSupport
I definitely want to ensure any data calculations and charges are correct for you! Is this tool where you see the unexpected usage? Is it displaying differently than what you're billed?
Follow us on twitter @VZWSupport
I bought this same product in November 2014 after using a MiFi for several years--my story is almost identical to yours: 11GB used when no one is home, major overages, non-responses to my complaints. I don't stream ANY TV, movies etc. yet Verizon says I used 25GB of data in 2 days! The service rep noted that I am responsible for all my data use even if it is "ghost data". I am definitely ripped off!
All devices were in the off setting, so no backups could occur. Your system
is allowing ghost data and/or has been charging erroneous data charges!
On Mar 16, 2015 4:43 PM, "Verizon Wireless Customer Support" <
I am wanting some information about home internet service. I currently have Exede Satellite System and wanting to change. I have a few questions on this. What happens when you go over your allowed amount? Does it just cut your speed, or do the start charging you for more time you use?
I also wonder if there is any Free Zone? As I have with Exede between the hours of Midnight and 4am we have free time.
Last, if I sign up for this service and sign a 2 year contract, does this affect my current contract I have on my current phone plan?
Thank you for any help with this.