Lost my free DVR for "life"

When I signed up for FIOS in 2011, I was given free DVR for life. I have had my service since then without issue. After my first contract was up, I even called to lock in a new price, without an negative affect on my offer.

My latest contract ended in April. I contacted Verizon via chat last Wednesday to discuss lowering my bill as I no longer use the landline. The person on the other end was helpful, finding me a plan that would save me $20 dollars per month. In the chat transcripts (that I saved), I clearly state I wanted to keep HBO. I also asked, repeatedly, about my DVR offer. The rep confirmed HBO and my free DVR. After I received the notification via email, I asked AGAIN about the DVR, the rep again insisted it would be free. I agreed to the contract based on those terms.

Order was processed. Alas, no HBO... No free DVR...

I called tonight to cancel this contract and revert my service. While I can (and did) cancel my contract, they cannot revert my service to my prior terms. While I currently have what I want, for the price I want, but I am paying for my DVR. (I would even be willing to take the landline back). How can it be free for life, but I’m now paying for it, and I’m still very much alive?

I have been on calls and chats for 3 hours, and everyone keeps feeding me the line. There is no way to bring it back, there is no escalation.

Verizon, this is an easy fix I was given DVR free for life. Please make it so.

Re: Lost my free DVR for "life"
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 here on 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.