Best way to resolve Billing Issue
Fioscustomer46
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!
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Verizon_Support
Customer Service Rep


Hello!

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.


-Mitchell

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ElizabethS
Moderator Emeritus

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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