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So called earlier in the week about wi-fi connectivity issues. After getting transferred a few times between CS and the Tech teams, the Verizon CS person suggested we needed a new router (though the Tech team thought things were fine). At the same time, CS said that Verizon was in the process of upgrading all its set top boxes in the coming months, etc. so they would send out everything now.
I agreed with the thought that I would install everything once the wi-fi/router issue were resolved.
Received all the replacement video service unit plus 4 set top boxes. Waiting for the replacement router, noticed that for about 12 months, we had been incorrectly charged for 1 extra set top box we did not have. Called about that to which the CS agreed, but could not adjust due to the new pending order.
Upon conclusion asked about the tracking number for the replacement router to which I was advised none had been ordered. So after several phone calls, numerous transfers, online chats and now this final call which lasted 1hr 25min, was told I could only received the NEW model router if I was a totally NEW customer. I responded that this told me that as an existing customer, the service I was receiving was not as important (the CS did not say that, but its how I feel). Credit to the last CS person, she did try to find another way of getting me the new gen router, though unsuccessfully.
Now they have scheduled a technician to visit us today.
And in closing, have been trying to get rid of the house home which no one in this household uses any more. But if I did that, my new pan would cost me considerably more.
We also have 4 mobile phone lines with Verizon. What I also find totally ironic...try calling a Verizon store!?!?! Verizon, a "telecommunications" company, will not allow calls to their mobile and communications store!?!?!
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