Account activation

[needhelprn]

TL;DR Verizon Reps booted me from chats, refused to answer questions, and refused to give me equipment from my order, then the equipment I did receive didn't work after close to five hours of my time wasted trying to get this sorted.  Normally I'm a nice and pleasant person.  I don't like the "karen" persona.  But this time, this time y'all deserve it.

8/13 - Verizon Rep told me that if I selected anything except for the 1gig plan, I would have to pay a $99 technician install fee and that it was NOT POSSIBLE to install myself at my address and there was no self-install option.  She placed the FIOS home internet order and I received confirmation and shipping information that FIOS router and wifi-extender would be received by Friday 8/17.  NOTE: THE ORDER WAS PLACED FOR SELF-INSTALL EVEN W I T H THE 1GIG OPTION.

8/19 - FIOS home internet router and wifi-extender NEVER RECEIVED.  Cue the following horrendous, multi-hour, multi-trip, ending in receiving only PARTIAL equipment that DOESN'T WORK, Verizon Customer Service interaction.  My things haven't arrived, so I enter the chat, very polite, very respectful, explain my situation, and wait. #Very Demure.  After about an HOUR of back and forth with no real answers, I ask for someone to call me.  This is the first time I'm booted out of the chat.  I re-enter the chat and go back and forth a little more, and they tell me I need to completely cancel my order and re-order.  They will not answer whether or not the re-order will include the promotions and discounts of the original order.  They only say, "Can I cancel?" to which I respond "No, I need my questions answered first." This is the second time I'm booted from the chat.  I enter a third time.  I ask again if someone can call me to discuss my concerns.  They say that I'VE BEEN TALKING TO THE WRONG DEPARTMENT THE ENTIRE TIME.  IT'S BEEN OVER AN HOUR.  But they'll transfer my chat to the correct department.  They transfer me to "Customer Service." RIGHT, OKAY.  So I repeat my questions, to which they only respond I need to cancel and re-order.  They refuse to answer whether my discounts/promotions will be attached to the new order.  I ask for someone to call.  I am booted for a third time.  I enter the chat AGAIN and at this point I'm really upset and say that I will not communicate further until someone either answers my questions or calls me.  Neither happens, so *I* call customer support.  It has been 1.5 hours at this point.  The CSR seemed decent, and after about 30 min back and forth, connected me with whoever could help me with my order, and said I'd get a 30% discount on the first month for the inconvenience.  The second CSR also seemed decent, but was misinformed and never told about the 30% discount.  They were also not informed that I needed the promotions/discounts re-added to the order.  They also set it for PICKUP rather than delivery.  They did add the promotions/discounts back and said they would put in the notes regarding the 30% discount for my first month's bill.  They gave me the address of where to pick up my router and wifi-extender. At this point, I'm 2.5 hours deep.

I show up to get my items and that store DOESN'T EVEN SELL FIOS PRODUCTS. NOT 'OUT OF STOCK.' THEY NEVER CARRIED THEM IN THE FIRST PLACE. Okay that's one (1) 20 minute drive wasted.  They give me the address to another store.  This store is another 25 minutes away.  I go there, I wait in like 20 minutes til I'm called back.  The in-store CSR was ATROCIOUS.  He was rude, condescending, and didn't give me the equipment I was supposed to receive, he ONLY gave me the router even though I showed him the confirmation email with the wifi-extender.  "It's the router or nothing." and YES HE SAID THAT.  At this point, I should have asked for a manager, that's on me, but I was about ready to explode and figured it was best for everyone if I just left with at least the router for the night.

WHEN I GOT HOME, THERE WAS AN EMAIL IN MY INBOX STATING THAT I FORGOT TO GET MY WIFI EXTENDER AND TO COME BACK TO THE STORE.  I could have and did scream at this point.  I am now 4 hours wasted.

Then I tried to SET UP the router.  I get stuck in an endless loop of "Activate your Equipment" and "Sign In".  It just won't work.  It refuses.  I fought with it for an hour, tried unplugging and resetting.  Tried signing in to just my account BEFORE trying to activate, tried following the prompts as is, absolutely nothing is working.  It's now FIVE hours of my life I will never get back.

I still don't have Internet, Verizon.

Fix it.

[kh_jenn]

Hi needhelprn, Your issue has been escalated to a Verizon agent. Please check your Private Messenger Inbox for a message from a Verizon Support agent. You can find your Inbox by clicking on the envelope icon next to your avatar at the top right corner of this page. Response times may vary. Please continue to check your Inbox for a reply from a Verizon agent. Please direct all correspondence concerning your issue to the agents who will be assisting you privately. Thank you.