Best way to resolve Billing Issue
It sounds like my experience is similar to others, so I am looking for any advice that helped. In summary, I am a long time FIOS customer (8 years) with copper voice. I ordered faster upgraded FIOS service. It was not clear why a technician needed to do an installation, since I already had FIOS. The agent (at installation time) said that was a standard term and no installation was really required.

1. The installation was required to cut the copper and change to FIOS voice - this was not explained to me until the day of the installation, when they were rescheduling due to the snowstorm on that day.

2. On the original installation date, my speed went up (the telephone representative said they could go ahead with the change). AND I lost voice service - presumably because they activated my FIOS voice even though it was never connected. Hours of chat could not resolve the situation and the technician they send four days later could not resolve the problem! He said they had to complete the installation to address it.

3. When the installation was completed (which took two hours!), I wanted to confirm the monthly rate. After multiple agent chats, they confirmed the rate (high because I am not getting any introductory offers after being a long time customer).

So my questions are:

A. How do I get credit for the lost week of voice service? I am being charged $35 for just for voice... (in addition to the FIOS internet)I asked the online agents and they could not help me. They told me to call the Verizon 800 number. Calling has been disappointing. Last week I called and asked to talk to an agent, and the Verizon phone line promptly dropped my call.

B. How do I get billed the correct monthly rate? The rate quoted on my account is now $6 a month higher than the rate I saw at sign up AND higher than the rate the agent told me after installation.

C. Does anyone have any advice on switching to cable or another provider? I am not at the max FIOS speed anyway and have a month to month contract (deliberately given some prior Verizon issues I have had). I am comfortable switching and appreciate any tips.

Thanks for any advice!
2 Replies
Customer Service Rep


As per our converstation on your private support case this issue is now closed. Please let us know if we can do anything else for you. Thanks for choosing Verizon.


Moderator Emeritus

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