Verizon billing me for services not provided
Enthusiast - Level 1

I have the FIOS "Triple Play Bundle" which includes FIOS TV Extreme HD, which according to the online channel locator includes Tennis Channel HD.  After over a year of corresponding with FIOS, I still cannot get access to this channel.

If I discuss it with the billing people they agree I am paying for a bundle that includes Tennis Channel and say the problem is technical. If I talk with technical support, I wind up spending hours in chat going round and round. I've reset my DVR box at least a dozen times because the support staff simply cannot figure out the problem or how to solve it.

Does anyone know how to escalate this to a level of Verizon support that can deal with a problem like this?


Re: Verizon billing me for services not provided
Champion - Level 1

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.