Recent Overcharges for Set-top-boxes
Ernie50
Newbie

Verizon has institued a new rate structure for TV set-top-boxes (STB) which results in paying more per month for STBs without any notification to the customer.  If you make any changes to your tv equipment, you will be placed under the new rate structure.

I'll use myself as the example.  First, I live in Los Angeles so your rates will probably be different.  Originally I had one multi-room DVRr and one regular DVR (there's a reason for this setup).  I was being charged $19.99 per month for the multi-room DVR and $16.99 per month for the regular DVR for a total of $36.98 per month.  Fine, this is how it appeared on my bill.

I added an additional HD STB and my bill showed a completely different rate structure.  Verizon has separated the equipment charges from the services  resulting in a higher cost.  The equipment charge is based on the number of STBs not the type of STB.  The rate structure for the equipment only is: 1 STB - $11.99, 2 STBs - $19.98, 3 STBs-  $27.99.  I don't have cost for more than 3 STB.  This is fine and does save you money on STBs.

But heres the kicker, there is a separate charge for the services you get.  There is an additional $12.00 service fee for the multi-room DVR and $11.00 for the regular DVR which for me is $23.00.

So if I add up my costs just for the multi-room DVR and the DVR I get $19.98 (2 STB equipment charge) plus $23.00 for the DVR services I get  $42.98.  I was paying $36.98 previously for both DVRs now I'm paying $42.98 per month for both DVRs.  An increase of $6.00 per month.

So beware, if you make any changes to you FIOS tv equipmnt, you may pay more under the new rate structure.

I'm going to complain to the PUC and Verison.

Hope this makes sense.

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Re: Recent Overcharges for Set-top-boxes
jimbealde
Enthusiast - Level 2

Same thing happened in Delaware.  My 2 set top boxes were $19.98 per month.  Early October, they sent a notice that my bill was changing because of a change in service on 9/13/14 (I did not change my service).  After several calls, a visit to the local Verizon office and several days, I got first a small credit for the STB charge in September (partial MOnth), but not for the increased charge in October.  Another call, and I received a credit for October, but a new sample bill stil shows the 2 room STB fee as $23.98.  Everybody I talk to at Verizon says it should be $19.98, but nobody can fix it!!!

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Re: Recent Overcharges for Set-top-boxes
ElizabethS
Moderator Emeritus

Hello jimbealde

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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