Horrible "bait and switch" to existing Fios Customer!
silverage
Newbie

Wanted to send this directly to Fios, but I could not find a proper email address!!   So here it is:

My name is {edited for privacy}. I have been a Fios customer since August 3rd, 2009. I was always very happy with my Fios services. Recently, my family and I moved. I was not locked into a Fios contract, and looked at other providers, and Fios, basically to see if I could get a better rate. I did find a better rate with another carrier, but because my experience with Fios was excellent, I decided to remain with Fios, even though the rate the other carrier offered was slightly cheaper than what Fios offered.

When I called Fios, the agent explained to me that since my new address was already hooked up for Fios, and that I was an existing customer, I could get the VERY SAME PACKAGE I had before, at a better rate. Previously I was paying about $215 a month. The agent explained to me that my new rate, for the VERY SAME PACKAGE would be around $ 153 a month. I was very happy with this and agreed to the terms. The order # {edited for privacy}. This included the FiOS TV Extreme HD package. Once again, the agent told me that I would be getting the VERY SAME PACKAGE I had, at the new address for $153 dollars a month.

The installation occurred on October 23rd, 2014. The installer was very courteous and did a fine job. We moved into our home on Saturday, October 24th. When I first turned on my Fios, the first thing I noticed was that I did not have the VERY SAME PACKAGE that I was promised. I no longer had STARZ, ENCORE, The Movie Channel, EPIX, or CineMax. I had ALL these channels (including HBO and Showtime) previously. Now all I had was HBO and Showtime.

I called FIOS on October 25th, 2014 to complain about this.   After explaining to the agent what had happened, and how I was promised the VERY SAME PACKAGE as I had, he apologized, and told me that the person who offered me the deal should have told me that , as he put it, the area I am now living in, does NOT offer all the channels that were offered in my other area where I lived. This makes NO sense at all. I move 2 miles away! A difference of 8 minutes driving!   The original agent promised me that I would be getting the SAME PACKAGE, he made absolutely NO mention of any changes based on a “different region”:. The agent I was speaking to apologized again, and offered me all the missing packages, except for CineMax, for 1 year “free” of charge.   I told him that I was not happy with that, and it shouldn’t be “FREE of CHARGE”, because I was told I would be getting the same package as before, and for him to be apologizing for what the previous agent “omitted”, I should not have to pay a price.

I am very unhappy with FIOS. What occurred here is very wrong. I have been a customer for over 5 years, my business uses a Fios. This will all end when my contract is over. Fios should oblige to what they offer their customers and not pull shady “car salesmen” pitches when making sales. Can someone please explain to e why I do not have the service I was promised?

{edited for privacy}

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Re: Horrible "bait and switch" to existing Fios Customer!
ElizabethS
Moderator Emeritus

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.

Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions.

To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".

Please keep all correspondence regarding your issue in the private support portal.

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