Question For Anyone...Equipment Upgrade Fees
cupajoe1
Newbie

I ordered the Quantum TV back in early August and finally received the box of new gear at the end of that month but changed my mind, called VZN to cancel the upgrade and promptly returned the equipment unused/ unactivated.

Since I never connected the new set-top boxes and officially activated the upgraded service, am I still accountable for the upgrade fee? Even though I never used the Quantum TV service?

Nowhere on the bill does it state that the upgrade fee is non-refundable. It states that equipment is returnable and how much each item would cost/ be charged if not received but nothing else.

Customer service tried to help but I don't think I was able to get my point across properly.

i just really want to know if I have to pay for something I never used so that asking them to give me credit for the nearly $40 upgrade fee is really going to make VZN bankrupt??????

I could see if I actually connected the new boxes and activated the Quantum TV service but in this scenario it's just not so...and in no way would it cost that much to ship...

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LawrenceC
Moderator Emeritus

Hi cupajoe1,

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 at the top of the middle column 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. 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, 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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