Promises Not Kept for Verizon FIOS Quantum Gateway router

In March of 2017, I was shopping for Internet only service.  I called Verizon and found the 50 mbps/50 mbps deal suited my usage needs which at the time was $59.99 per month.  Since my router is about 5 years old, I asked if I could be upgraded to the latest router as part of the offer.  The representative said I could be upgraded to the new Verizon FIOS Quantum Gateway router free of charge if I agreed to a new two year contract .  I thought that adding the Verizon FIOS Quantum Gateway router free of charge was a fair incentive to sign a two year contract and agreed to the offer.  A week later I received a new Router from Verizon.  Unfortunately, it was not the Verizon FIOS Quantum Gateway router but the router I currently had or the ActionTec MI424WR router.

I called Verizon customer service and was told by a representative that they would send me the Verizon FIOS Quantum Gateway router.  The representative needed to follow up with her manager and ask if she could call me back.  However, I did not receive a call back.  

Today I followed up with Verizon to see about getting the Verizon FIOS Quantum Gateway router and was told that I would need to change my existing plan pay an additional ten dollars per month to receive the router or upgrade to the next higher Internet only service plan (e.g. more costly) in order to get the Verizon FIOS Quantum Gateway router free of charge.   I explained the original agreement to the representative and asked that Verizon honor it.  The representative said they would not honor their original offer.


Moral of this incident: It is disgraceful how Verizon can brazenly void original offers without regard to their loyal customers.  Buyer beware - get everything in writing from Verizon before agreeing to any offers as a means to document their original offers.  This way if they decide to not uphold their promises you have written proof of the offer and can improve your position in getting them to honor their promises.

Re: Promises Not Kept for Verizon FIOS Quantum Gateway router
Moderator Emeritus

Hi mepfeifer,

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 scroll down the page to an area titled "My Support Cases". You can reach your profile page by clicking on your name located above your post, or at the top right of this page.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. 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, you may subscribe to the case. At the top right of your support case there is a gear icon which provides a drop down menu with support case options. Click that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.