Problems with my new line

[lobachev]

Hi! Just want to share my experience and ask for help. Recently I placed the order, I specifically requested additional to business line a dedicated 1 Gbps home internet service. (So yeah, I was surprised when order was placed and new router came) I thought finally we can have 2 different lines at premises. However, during the installation, I was informed that it was not possible to run a separate line due to existing infrastructure limitations. Instead, a large ONT device was installed inside my apartment, splitting the service with my pre-existing business internet connection and limiting my new home service to 500 Mbps.

While I appreciate the technician’s efforts, the installed service does not match the original terms of my order:

• I did not receive a dedicated 1 Gbps connection as contracted.
• I had to agree to a downgraded speed of 500 Mbps to proceed.
• The equipment installed (large commercial-grade ONT) is intrusive and not suitable for residential settings.

Given these significant discrepancies, I respectfully request that the $99 Activation Fee be waived. The final setup was not what was promised during the ordering process, and the deviations were due to Verizon’s infrastructure limitations, not any changes or cancellations on my part.

[Mfaiz]

Hi @lobachev,

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.

[Verizon_Support]

Hey Loba, 

Thanks for reaching out. We would be more than happy to assist you with this matter. Just to confirm is this a residential account or a Verizon Fios business account?