Issue with Upgrading FIOS Internet - Pricing

I upgraded my FIOS internet to the 75/35 plan from the 35/35 plan. The online price was $5.00 more per month so I decided this was a great deal. I even called customer service that same day and they said to do the online upgrade as they could not match it via call in. Unfortunately for me, I didn't print out a copy of the page when I did the upgrade (bad me). When I received my bill, I found that the price of the upgrade was $20 more per month not the $5.00 offer when I did the upgrade. I contacted customer service and they basically said since I didn't print out the offer there was nothing they could do. They couldn;t even put me back at my original 35/35 plan. I asked for a supervisor and talked to Gideon. I explained the entire episode to him and he saw that I had called in on the day that I did the upgrade, but also could not do anything since I didn't print out a copy. The best he could do was put me at the 50/25 plan for $10 more per month. I said put me back at the 35/35 plan because the 50/25 was no real bargain especially if I had to pay more. Sorry can't do that. He was going to talk to his supervisor this past Wed as he/she was out of the office. It is now Sunday and I am still waiting for a call back.

How do I contact Verizon senior management so that I can talk to someone who can address this issue?


Re: Issue with Upgrading FIOS Internet - Pricing

Hi Gnet,

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 at the top of the middle column 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. Please keep all correspondence regarding your issue in the private support portal.

Re: Issue with Upgrading FIOS Internet - Pricing
Customer Service Rep

We closed your private support case. Please feel free to make a new post anytime you need assistance.

- Jose _VZ