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"Free FIOS Advanced Wi-Fi Router With Any Internet Upgrade of 50 Mbps or higher"

I renewed my 2 year agreement in late July. While checking my bundle, one of the messages said the following:

"Special Offer: With any internet upgrade of 50 Mbps or higher, we'll provide you with a FIOS Advanced Wi-Fi router at no additional charge."

I thought "Cool!", so I upgraded my service from 50/50 to 75/75 for the sole reason that I thought I was getting a free router upgrade. I've been waiting almost 1.5 months and have yet to receive the promised router upgrade. What gives? If I knew this was going to happen, I never would've upgraded in the first place. My questions:

1) Will I receive the router upgrade or not?

2) If I won't be receiving the router upgrade, can I go downgrade my service back to my 50/50 service without penalty?

Would appreciate a response...thanks!

Comments

ElizabethS

This is a peer to peer support forum. For that answer you need to contact Verizon directly.

Please visit our Support page for a variety of ways to contact Verizon, including “Ask Verizon,” our virtual chat agent, and customer support phone numbers.

avemaria92

i've been going back and forth with them over this.. I just upgraded my service before the promotion to 50mbps.. they won't give me a router unless I upgrade further.. it's ridiculous to me as I JUST UPGRADED.. they're basically telling me they no longer want my business.. they say they can't put an order in for a free router for me.. yet they say i can have a free router if i upgrade to 75 from 50. So if I had renewed at my then current speed of 25 and waited a few weeks to upgrade to 50mbps I could have gotten a free router.. this is insane to me.. i ugraded anyway! but now they want the money to give me one even though they're giving them away for free to those who upgrade JUST LIKE I DID now instead of earlier.. If I can't get a router I won't be renewing anymore from Verizon and everything in our home is Verizon so it will be a bigger loss for them than if they had given the router!.. I get offers all the time to switch to companies willing to give me more as a customer.. I could just as easily have clicked today to upgrade my speed and it wouldn't cost them anything different.. but because i've been paying more the past few weeks they don't recognize it... this isn't how you treat a customer of 15 years..

viafax999

@avemaria92 wrote:
If I can't get a router I won't be renewing anymore from Verizon and everything in our home is Verizon so it will be a bigger loss for them than if they had given the router!.. I get offers all the time to switch to companies willing to give me more as a customer.. I could just as easily have clicked today to upgrade my speed and it wouldn't cost them anything different.. but because i've been paying more the past few weeks they don't recognize it... this isn't how you treat a customer of 15 years..

The newer router won't make any difference to your speeds - wired. It possibly might make a difference to your wireless speeds butVerizon doesn't really care about that as they don't really support wireless access.

avemaria92

i have the old router from 8 years ago that only supports up to 25mbps wireless..

rburton12

I fell for the same ad, actually received an email offering the increase in speed and "new advanced router". Ordered yesterday, received confirmation with no mention of router. Online chat agent tells me no router would be sent, ask to cancel and agent refuses. Not good.

ElizabethS

Hello rburton12

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.

KKW3

I think we all just need to accept that all of these businesses are out of control. I switched from TW in Oct and it was awesome until today. All of a sudden, i cannot stream basic clips on YouTube on my iPad. I would never go back to TWC, but I think we just need to stop giving these people money. They've become too greedy and it's rigged. Gave up Netflix last year when I found out they switched me to a $25 a mos plan for discs and streaming w/ out notice. Now there's some deal going on with Internet streaming priorities thanks to the Supreme Court. So they're so worried abt making $$, nothing works anymore.

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