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Customer Retention issue

I've been with FiOS for a long time; I signed on the day FiOS was first available here on Long Island, NY. Many years ago I allowed our 2-year agreement to expire, and stayed month-to-month (since the price was the same).

I decided recently to see if there were any deals available. Long story short, I ended up speaking with Alice at Customer Retention.

The deciding factor to re-up would be if they would replace my red-band "Advanced Router" with a Quantum Gateway router, since we have debilitating 2.4GHz interference issues here (if either we or my neighbor uses a microwave or cordless phone, we lose internet).

Alice promised me a Quantum Gateway router if I signed for a two-year agreement (also upping my bandwidth from 35/35 to 50/50). She assured me -- twice during the call -- that I would be receiving this router, and said she wrote it into the agreement. Assurance was also given that I had 14 days to cancel and go back to my previous service level.

I agreed, and signed a two-year agreement yesterday (Feb. 2).

When I received the confirmation email, there was no mention of the router.

I called back this morning, and another customer retention rep -- and subsequently her supervisor -- said that there is no mention of the router on my account record, and that they cannot send one.

When I then asked to cancel my 2-year agreement (since the router was the deciding factor to renew) and return to my previous level of service, I was told that 35/35 no longer appears in their system, and that I would have to go to a SLOWER 35/20 -- for the same price that I was paying for 35/35 a day earlier.

I refused, and hung up.

At this point, what do you all suggest I do? Try to get a different supervisor? File a BBB complaint? I'm really at a loss here. I've never been in a breach-of-contract issue before this.

Comments

[Deleted User]

Hi NickEs,

Sorry you are having difficulty. An agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or to help you resolve your issue. Please remember to check your spam/junk folder if you do not hear from an agent.

SJDinAudubon

File a complaint with the FCC.

NickEs

I've filed with the BBB.

NickEs

I have also filed with the FCC.

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