Child Item

Site Totals

61410 Questions Answered 270 Categories

Did not order upgrade.

phou1984

I recieved an email today stating I had upgraded my Fios Internet to 50/25 plan. However nobody but myself should be able to log on and make changes! The order show it was done Feb 24, which is weird because today I don't remember ever making any changes to my account.

Comments

Lisacap65

I am on the phone with them now with the same issue they say they can,t cancel it and when they can the speed I was getting prior to this is no longer available. I am steaming right now Typical verizon nonsense !!

phou1984

I just called them and am on hold at the moment, the first rep said she will cancel it, while I am transfer and on hold with tech support to figure out who authorize this change.

I have suspect either my account is compromise or verizon made this change.

phou1984

Spoke to some guy name Andrew, he said it was a mistake on their part and that they would compensate it by giving me $10 off for a year so I can keep the 50/25 plan because my current 35/35 plan wasn't available anymore. After that he just went silent, 25 mintues later I just hung up.

I am so fed up with their tech support right now. First it was the tech installing my line and leaving it unsecure, left me without service for a week, then the tech showing up 4 hrs late for the schedule appointment and now this.

Verizon should atleast notify us by mail or email, not make changes and leave us in the dark like that. I am so angry.

DustySnowflake

Good luck getting that $10 each month. (you will have to call them every single month to remind them because they won't actually do it) Verizon was supposed to credit my installation charge (the one they sneak in as payment 3 payments of $16.66 for 3 months) Nope, never did, i had to call each month. I've had so many problems with verizon, I'm completely fed up. It took me 4 phone calls, and over 2 hours on the phone to just set up my autopay option. The only reason I set this up is because the website keeps glitching out when I try to pay online. Then I put my cell on the bill, as their "one bill" which was supposed to make my life easier and all it turned into was a nightmare. I somehow need to pay $217 in order to get my $73 credit back (which I my or my not get as the rep told me because I no longer have my wireless) Unfortunately, verizon fios can't see or understand verizon wireless and vice versa. This makes it 100 times harder when the reps can't even understand the process. Then, I was on the phone with a rep about this problem and because of my inconveniences she nicely offered Showtime as a 6 month complimentary apology. I just received my bill and I'm being charged for 50% of the "complimentary" offer (which I clearly stated that I do not want to add or pay any extra). Oye, I'm done. Extremely disappointed with this service.

jdmaxell1

I got the same email. I called support. They could not explain it either. Not authorized by me. Since people here are having similiar problem, it sounds like "VERIZON GREMLINS" are in work on "THEIR" netowork. Keep calling support, somebody may be able to figure out the glitch. My personal feeling is that it is a Verizon scam to uprade you to unneccessary bandwidth teir and make extra money. If not fixed soon, BBB will be hearing from me! I will not be paying the upcharge.

phou1984

I'm positive nobody in my house upgraded the service, but if they allowed anyone to upgrade that easily without account verification then that's really irresponsible on their part.

Mike_VZ

The new FiOS Quantum Upgrade was added to empty channels 92, 201, 500, 557, and 702. If you go to any of these channels you will be given the option to upgrade your package to 50/25. Once on this channel you would need to select OK to upgrade now then OK again to accept terms of service then you would also need to Down Arrow to where it says Yes-Upgrade Now and press OK a 3rd time before the upgrade process will start. You can not accidentally upgrade the package just by going to the channel and click one button or repeatedly press OK. You can however block purchases by using parental control features. This will prevent anyone from choosing the upgrade option from a TV in the home. To get to parental controls press Menu > Settings > Parental Controls and enable parental controls and turn on the Control Purchases option to block the upgrade feature without the use of the parental control pin.

Thank you,

Justin46

@Mike_VZ wrote:
The new FiOS Quantum Upgrade was added to empty channels 92, 201, 500, 557, and 702. If you go to any of these channels you will be given the option to upgrade your package to 50/25. Once on this channel you would need to select OK to upgrade now then OK again to accept terms of service then you would also need to Down Arrow to where it says Yes-Upgrade Now and press OK a 3rd time before the upgrade process will start. You can not accidentally upgrade the package just by going to the channel and click one button or repeatedly press OK. You can however block purchases by using parental control features. This will prevent anyone from choosing the upgrade option from a TV in the home. To get to parental controls press Menu > Settings > Parental Controls and enable parental controls and turn on the Control Purchases option to block the upgrade feature without the use of the parental control pin.
Thank you,

Excellent post Mike! Just to verify the process you described I went through the steps to block purchases with the Parental Controls, seems perfect. But I am not going to try to go through the complete Quantum Upgrade process itself just to verify that I am now blocked like I should be.... Smiley Very Happy

I wonder if there is some process you can use to make this information more widely available beyond just seeing it in a thread in the Forums? This is good info that needs to be spread far and wide.

__________________________________
Justin
FiOS TV, 25/25 Internet, and Digital Voice user
QIP7232, QIP7100-P2, IMG 1.9.1
Keller, TX 76248

jdmaxell1

@Mike_VZ wrote:
The new FiOS Quantum Upgrade was added to empty channels 92, 201, 500, 557, and 702. If you go to any of these channels you will be given the option to upgrade your package to 50/25. Once on this channel you would need to select OK to upgrade now then OK again to accept terms of service then you would also need to Down Arrow to where it says Yes-Upgrade Now and press OK a 3rd time before the upgrade process will start. You can not accidentally upgrade the package just by going to the channel and click one button or repeatedly press OK. You can however block purchases by using parental control features. This will prevent anyone from choosing the upgrade option from a TV in the home. To get to parental controls press Menu > Settings > Parental Controls and enable parental controls and turn on the Control Purchases option to block the upgrade feature without the use of the parental control pin.
Thank you,

Thanks Mike. Your reply confirms that something is up on Verizon's side. Not only do i have parental locks on my Fios STB's, but no user in my house would go through those steps. Also, 95% of my family TV watching is done on tivos with cable cards. Better chance of winning a lottery ten times in a row, then be upgraded on my side. Could cable cards cause confusion on the Verizon network to cause automatic upgrade? Please pass along to engineering. Thanks

prisaz

Thanks for the update Mike.

Now I am worried. I have only one CHS-335HDC STB locked down in guest room, but have 2 cable cards, in a Microsoft Media Center Server I built. Like my 8 tuners, 2TB of storage, and 3 extenders. Now I hope I don't get downgraded from 75/35 to 50/20. I Think with Media Center I can remove channels. But The CableCARDS are one way and do not use the IMG. I have noticed some of the server connections look the same. The CableCARDS do still connect? Of at least get the channel listings, and / or encryption codes from te server(s). Though I believe Tivo and Media Center get the Channel listings from Verizon, and then they send them out. I see no way a Tivo could subscribe to anything. I had one for a few years.

Best Regards

prisaz

stimpy47

I did not order the upgrade either.. I am the one that does all this kind of stuff in my household. I DO have a number that you need to poke in to order movies, so I don't see why that should not have applied to the quantum.. I am going to complain to the BBB as should everyone else on this board.. either give it to us free since we did not order it. Or give us an equal speed we had before hand (which conveniently is not available). How can A and C be available, and Not B ??? There is a middle!

Oh, and I try to email them, as I spoke with a rep via the online chat tool.. but the "contact us" link doen'st work either.. "bad request" it tells me.. grrr

Jbarrow11

Mike !

You , like other Verizon employees, totally failed to address the real problem.

The change is an increase in costs and Verizon refused to change her back to her old speed.

Another attempt by Verizon as well as Comcast to **bleep** customers with "we can not fix it"

Truth is Verizon plans to upgrade everyone and get more money !!

erider81

this scam just happened to me this morning. i woke up to an email sent to me at 5:04 am saying please verify your order. which there was NOTHING to do in that email that would allow me to verify or not verify. then 3 minutes later received another email saying your speed order has been completed. Since I'm the only one in my house and im pretty sure i was sleeping at that time this is a definite typical Verizon shady business practice. I dropped their wireless service years ago due to their shady scams and now it looks like the same is about to happen for fios. Was anyone able to reverse this? of course i called customer service right away and i got a message saying they are closed.

Child Item