I post this here as a "fair warning" to anyone considering making changes to your FIOS subscription, especially if you are currently on a month-to-month arrangement: you better be darn sure you will be happy with what you switch to because, otherwise, you'll have you pay a penalty to get back to where you started.
I am a long-time Verizon FIOS "Triple Play" subscriber - we subscribed to FIOS through a door-to-door Verizon rep while the physical fiber was being installed in our northern Virginia neighborhood years ago - and I'm ready to leave. I'm finding out the hard way that Verizon seems to lack a customer satisfaction grace period for switching packages.
Over the years, the cost of my "Triple Play" skyrocketed to nearly $250/month. I do not subscribe to any additional premium channels (e.g. HBO, sports packages, et al). I have 75/75 internet, 2 TVs, and one DVR. I was month-to-month - i.e. not under an agreement. On 12/12/18, I called Verizon to find out how they could help this long-time customer lower my bill.
The rep I spoke with asked a few questions and, after learning that I have small children, recommended a channel package called "Custom Kids & Pop" at an attractive price. I said that I'd give it a try. However, after a few days, I frustratingly realized that, apart from local channels and kid-centric programming, I lost just about every channel I had enjoyed.
On 12/21 - just 9 days later - I called back, said that I wasn't happy with the channel lineup that was recommended, and asked that I have my old lineup back. I was told that, in order to do that, I'd have to pay a $350 "early termination" fee, even though I was asking to be returned to a more expensive plan. The rep also asked me if the first rep (on the 12/12 call) had explained how many channels I would lose (she did NOT). The 12/21 rep told me that the "Custom TV & Pop" lineup was one of their most basic packages. Had I know this, I would have considered other options.
So now, all I want to do is get back to the month-to-month (and more expensive!) arrangement I had so that I can re-evaluate my choices without having to pay a fee to do so. The 12/21 rep told me that, in order to allow that, they'd have to start an investigation, and they'd call me back on 12/24 with an update.
You'll never believe this, but Verizon never called me back on 12/24! Shocker.
Yesterday, 1/2/19, I called Verizon again to try to find out what is going on. The rep I spoke with THIS time told me that it will take up to 30 days (!) to resolve this. I asked to speak to her supervisor. After waiting on hold for about 10 minutes, I was told the supervisor was unavailable and would not be able to help me anyway. I hung up in absolute frustration...
I cannot believe (well, I guess I can if I assume Verizon is taking advantage of people) that Verizon seemingly does not offer a grace period on their programming. I called back in less than 10 days. Essentially, I am being told that I have to pay $350 to "return" a product they sold me.
I do not want to switch to a competitor because I am happy with the technical reliability of the FIOS service. I also believe in loyalty. But I have already been in touch with Cox and have a quote for a similar package deal (which includes a $400 gift card as an additional incentive).
I seemingly have no recourse with Verizon, so I am also in the process of researching the consumer protection resources are available to me through Fairfax County and the State of Virginia.
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