Frustrated by new customer experience

I moved into a new apartment and there is an ONT box already connected. The previous tenant has been using it up until the day before I moved in. I have my own router and specificallyaspecifically for a self-install when opening the account but when I checked the details I discovered I was being sent equipment (although I don't understand what I need the equipment for).

Although the install date was set for a week later, the agent who originally spoke to me through the slackchat help had been very clear that once my account was confirmed I could just call and the connection would be done sooner - but every time I have done that I have been told it is impossible. 

Is there any recourse? I work from home and have now been without internet for several days, which is making business very hard to conduct. I had been told fios had great customer care but so far it has been frustrating and confusing. It's rare that an experience is worse than I had encountered with spectrum!

Re: Frustrated by new customer experience
Moderator Emeritus

Hi ceeofcee,

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 your username at the top right corner of this page and then clicking the envelope icon that appears at the top of the menu. Response times may vary and may be delayed at this time. 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.