Upgrade an old a/b/g 10/100 modem/router to n gigabit - lied to repeatedly

[SeanMcGill]

Has anyone been able to successfully upgrade their older 2nd gen Verizon router to a 3rd gen N / Gigabit router?  I was lied to by Verizon tech support saying it was not a problem, I just have to go to the store to do so as they can't guarantee which I'll get if I put in a request to exchange mine.  I said - "no problem, I'll contact the store an do so."  

Knowing they'll have no idea what I'm talking about, I call the store to confirm.  Call 1 - I was told they have them in stock but the given associate was unable to do so, I'd have to come back on a night when some other person was working who could and that she was in on Wed.  

I call on Wed at noon, I get another associate who is unable to do so but the one who can will be in at 1.  

I call at around 3pm - she's in, confirms they have the 3rd generation router

I drive an hour in traffic to the store, where the same person I spoke to on the phone has no idea what I'm talking about ... but the routers they have 'look like the one i holding'.   I say, ok no problem - can you check for me.  She brings one out and it is the same 10/100 modem/router that i have already.  At this point I'm annoyed. 

I call tech support again, I talk to some hay seed who eventually tries to get out of the call by saying 'sir if you cuss one more time, I'll have to hang up.'  I abide - saying ' go for it, hang up, you can't do anything for me anway... and you just want out of this situation. blah blah blah'  I finally get through to a supervisor who tells me it's physically impossible to ship me one.  Though - I can go to a website and purchase one... annnd there are stores who can aparently confirm they have them in stock and I can come pick one up.  After speaking w/ her for a while and getting the run around I give up on her.  Great. More lies and an utterly shameful lack of service.

I've now contacted Verizon via email explaning how angry I am w/ the lies and the run around and wasting of my time.  No response yet.  

Anyone successful in actually getting this simple problem solved?  Upgrade, 2nd gen 10/100 router/modem to 3rd gen gigabit/N router modem.  Something I'm already being massively overcharged for as I'm sure we can all agree.

Thanks,

Sean

[SeanMcGill]

Knowing they'll have no idea what I'm talking about, I call the store to confirm.  Call 1 - I was told they have them in stock but the given associate was unable to do so, I'd have to come back on a night when some other person was working who could and that she was in on Wed.  

I call on Wed at noon, I get another associate who is unable to do so but the one who can will be in at 1.  

I call at around 3pm - she's in, confirms they have the 3rd generation router

I drive an hour in traffic to the store, where the same person I spoke to on the phone has no idea what I'm talking about ... but the routers they have 'look like the one i holding'.   I say, ok no problem - can you check for me.  She brings one out and it is the same 10/100 modem/router that i have already.  At this point I'm annoyed. 

I call tech support again, I talk to some hay seed who eventually tries to get out of the call by saying 'sir if you cuss one more time, I'll have to hang up.'  I abide - saying ' go for it, hang up, you can't do anything for me anway... and you just want out of this situation. blah blah blah'  I finally get through to a supervisor who tells me it's physically impossible to ship me one.  Though - I can go to a website and purchase one... annnd there are stores who can aparently confirm they have them in stock and I can come pick one up.  After speaking w/ her for a while and getting the run around I give up on her.  Great. More lies and an utterly shameful lack of service.

I've now contacted Verizon via email explaning how angry I am w/ the lies and the run around and wasting of my time.  No response yet.  

Anyone successful in actually getting this simple problem solved?  Upgrade, 2nd gen 10/100 router/modem to 3rd gen gigabit/N router modem.  Something I'm already being massively overcharged for as I'm sure we can all agree.

Thanks,

Sean

[JJerackas]

I was told the same thing by a tech. I have DSL, so I don't know if it is different but I have a Westel 6100 model modem and a router that is not from verizon. He told me I would be able to get the verizon modem with the router sent to me free of charge since I have been having phone and internet  problems since Jan. 30 and the problem is still not fixed and have not gotten anywhere with them either. I can't even talk to somebody on a cell phone because most of the time they here an echo and me saying the same word 3 or 4 times per word I say. I am very disappointed with the customer service, they don't listen to you, you can never get the same person on the phone when you call about a problem, I have found 1 nice person who seems like they are trying to help but they have no extension number to get a hold of them specifically, usually you have 4 different locations where they can receive your call and there accents are so strong it is hard to understand what they are saying. I was upset with the problem I was having, I did not swear or curse at the person, but was telling them how upset I was in an aggravated voice and they hung the phone up on me, I could not believe this supposedly professional person did that, I was upset  since the problem started over 3 months ago and is still going on even though they claim to have found and fixed the problem at their cetral office, I JUST WANT MY PHONE AND INTERNET TO WORK LIKE IT IS SUPPOSE TOO, IS THAT TO MUCH TO ASK FOR !! It took me 20 minutes to watch a 2 minute news video, it kept stopping to load, unbelievable.

Every one tells you something different, you don't know who believe.

JJerackas

[dslr595148]

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@JJerackas wrote:

I was told the same thing by a tech. I have DSL, so I don't know if it is different but I have a Westel 6100 model modem and a router that is not from verizon. He told me I would be able to get the verizon modem with the router sent to me free of charge since I have been having phone and internet  problems since Jan. 30 and the problem is still not fixed and have not gotten anywhere with them either. I can't even talk to somebody on a cell phone because most of the time they here an echo and me saying the same word 3 or 4 times per word I say. I am very disappointed with the customer service, they don't listen to you, you can never get the same person on the phone when you call about a problem..

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Since you are on DSL

#1 Start a new thread at http://forums.verizon.com/t5/High-Speed-Internet-DSL-and-Dial/bd-p/High_Speed_Internet

#2 In that thread..

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#1 Visit http://www.giganews.com/line_info.html and post up the Traceroute the page shows, if you wish. Be aware that the final hop (bottom-most line of the trace) will contain a hop with your IP address in it. Remove that line. What I'm looking for is a line that mentions "ERX" in it's name towards the end. If for some reason the trace does not complete (two lines full of Stars), keep the trace route intact.

#2 Can you provide the Transceiver Statistics from you modem?

Visit http://192.168.1.1/ for me and do the following:

1: If you see a Blue and White Westell page, mouse over Troubleshooting, go to DSL, and choose Transceiver Statistics. Copy/Paste the information on that page.

2: Go to System Monitoring > Advanced Monitors > Transceiver Statistics. Copy/Paste the information on that page.

3: Try visiting http://192.168.1.1/transtat.htm which is a direct link to the Stats on older modems.

If you need a Username and Password, try the following:

admin/password

admin/password1

admin/admin

admin/admin1

admin/Serial Number.

By Serial Number, I don't mean type in the words Serial Number. I mean find and type in the serial number found on the bottom of this router.

#3 If you can't get access to the modem combo, please tell us what router that you have that is not from Verizon.

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[nycplayboy78]

Sean I feel your pain with dealing with VZ and their inept customer service and tech support. From what I am able to gather the 

Actiontec MI424WR REV I GIGABIT WIRELESS N - Verizon FiOS Router is only available for FiOS Business Plan 150/150 plan..You can buy one on Ebay for roughly $150 - $200 but I know why should I buy something that I can get for free...Once again I feel your pain Sean...SIGH!!!!

[tns]

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@nycplayboy78 wrote:

Sean I feel your pain with dealing with VZ and their inept customer service and tech support. From what I am able to gather the 

Actiontec MI424WR REV I GIGABIT WIRELESS N - Verizon FiOS Router is only available for FiOS Business Plan 150/150 plan..You can buy one on Ebay for roughly $150 - $200 but I know why should I buy something that I can get for free...Once again I feel your pain Sean...SIGH!!!!

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Fios users can now order the latest MI424WR router (fios does not use modems) for $115

https://teleproducts.verizon.com/fios/index.cfm/eh/DisplayProducts

Not necessarily your best choice as its not dual band, but it is one of the few wireless n that, by itself, supports FIOS TV over moca.  I for one have added a second non-Verizon dual band router instead.

[gorres]

I just got the new service to FIOS. I switched from Comcast. My original broadband router was a linksys WRT54-G v.3 using a Comcast provided ARRIS Modem Model #TM402P/110. My upload and download speed were in the teens using the wireless access on the old Comcast system. But I was able to get reception up to 3 bars at the farthest corner of my house and even 2 bar to a detached guest house locatet approximately 75 feet from the router.

Now I'm on FIOS. The upload and download has gone up to as much as 20Mbps. The only way to get the speed higher even after optimization is by connecting directly to the router via wire.  The Modem is the Actiontec MI424WR REV I GIGABIT WIRELESS N  which is combined with the router. The range of the signal has diminished considerably. At the farthest corner I can get 1 bar at best and my guest house can no longer receive a signal. I cannot use Skype at the farthest corner of the house whereas the old system allowed me to use Skype with video flawlessly.

I've contacted customer service and also tried using theor self help software to no avial. The customer service rep said I may have to get a repeater. I'm thinking I may have to go back to Comcast.

[smith6612]

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@gorres wrote:

I just got the new service to FIOS. I switched from Comcast. My original broadband router was a linksys WRT54-G v.3 using a Comcast provided ARRIS Modem Model #TM402P/110. My upload and download speed were in the teens using the wireless access on the old Comcast system. But I was able to get reception up to 3 bars at the farthest corner of my house and even 2 bar to a detached guest house locatet approximately 75 feet from the router.

Now I'm on FIOS. The upload and download has gone up to as much as 20Mbps. The only way to get the speed higher even after optimization is by connecting directly to the router via wire.  The Modem is the Actiontec MI424WR REV I GIGABIT WIRELESS N  which is combined with the router. The range of the signal has diminished considerably. At the farthest corner I can get 1 bar at best and my guest house can no longer receive a signal. I cannot use Skype at the farthest corner of the house whereas the old system allowed me to use Skype with video flawlessly.

I've contacted customer service and also tried using theor self help software to no avial. The customer service rep said I may have to get a repeater. I'm thinking I may have to go back to Comcast.

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Or, just get a better access point and get it over with. The wireless on the FiOS routers varies depending on the model. As long as what you get what you're supposed to get on Wired then it's something the user usually has to figure out.

[viafax999]

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@SeanMcGill wrote:

Has anyone been able to successfully upgrade their older 2nd gen Verizon router to a 3rd gen N / Gigabit router?  

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Yes, did it as soon as I received Fios service a couple of years back.

Went to Newegg and bought myself a Netgear dual band router and added it to my in house network.

[Hubrisnxs]

• I want the new router model. How do I get one?   <~~~ FAQ

It is pretty hard if not impossible for them to send you a new one for free.  IF you get a dispatch and IF the technician has that router in his inventory and IF he is authorized to give them out or if he plays loose with the rules would you be able to get one.   Otherwise you would have to buy one, either from verizon or as many of us have done, through amazon or new egg or a similiar retailer. 

Those reps should have steered you straight instead of the run around.    On these boards, we have talked about the wireless N a lot, and so it's become an "FAQ" styled question.

[kidsusuki]

We too have been lied to by the reps af vzw. I just got off the phone with a rep that fumbled with his story and said they would have to charge us $79.99 Mi424wr Gig router. Which is a good price but why should I pay for an upgrade. Now if it was a mistake I can understand, but when asked about the upgrade. The rep said yes you can upgrade to Mi424wr Gig router but he has no control over what the warehouse sends out. He'll put in the request for an upgrade to Mi424wr Gig router if the warehouse has it. If I wanted the Mi424wr Gig router upgrade through him I'd have to pay $79.99. WHAT!!!

You just say 2 things. Is the upgrade to Mi424wr Gig router free upgrade or do I have to pay for the upgrade to Mi424wr Gig router???

Still confused.  After 20 minutes of confusion I'm UNSATISFIED

[viafax999]

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@kidsusuki wrote:

We too have been lied to by the reps af vzw. I just got off the phone with a rep that fumbled with his story and said they would have to charge us $79.99 Mi424wr Gig router. Which is a good price but why should I pay for an upgrade. Now if it was a mistake I can understand, but when asked about the upgrade. The rep said yes you can upgrade to Mi424wr Gig router but he has no control over what the warehouse sends out. He'll put in the request for an upgrade to Mi424wr Gig router if the warehouse has it. If I wanted the Mi424wr Gig router upgrade through him I'd have to pay $79.99. WHAT!!!

You just say 2 things. Is the upgrade to Mi424wr Gig router free upgrade or do I have to pay for the upgrade to Mi424wr Gig router???

Still confused.  After 20 minutes of confusion I'm UNSATISFIED

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Live with the router VZ gave you and just use it as a gateway to the internet and to provide moca connectivity to your stb's.

Then go and  purchase whatever modem you think is the best for your needs from whatever seller you like best and connect it into your in house network eithe as a bridge to the VZ router (lan port to lan port) or as a secondary subnet (lan port to wan port).  use the secondary router as the connection point for all your other devices.  You can find far better routers for sale than the Actiontec that VZ are offering you and they will also be far cheaper.

[RataTatPat1]

I wonder what happens to the people who upgrade to 150/65 which promotes their getting the new router, but then deciding later they don't want/need the higher speed any longer.  If under contract, the install for new ONT(If needed), running ethernet cable, and being provided with the router would be free. Also, you can revert back to your old plan whenever you want and wont suffer financial penalty for it.

I don't foresee FiOS demanding they send the new router back(I'd be surprised if they even could. It's a FiOS router and nowhere does it say that router is strictly for or only works with the higher tier speeds).

Just thinking out loud, here. Seems those people who happen to fall into that particular category MIGHT inadvertently score a new Gig-E router for free. *shrugs*

[watice]

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@RataTatPat wrote:

I wonder what happens to the people who upgrade to 150/65 which promotes their getting the new router, but then deciding later they don't want/need the higher speed any longer.  If under contract, the install for new ONT(If needed), running ethernet cable, and being provided with the router would be free. Also, you can revert back to your old plan whenever you want and wont suffer financial penalty for it.

I don't foresee FiOS demanding they send the new router back(I'd be surprised if they even could. It's a FiOS router and nowhere does it say that router is strictly for or only works with the higher tier speeds).

Just thinking out loud, here. Seems those people who happen to fall into that particular category MIGHT inadvertently score a new Gig-E router for free. *shrugs*

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If you're under contract, isn't there an ETF you would have to pay by breaking your contract? I'm pretty sure it wouldn't be that hard to tack on a $79.99 charge for that router too! 

[Pjoseph1]

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@viafax999 wrote:

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@kidsusuki wrote:

We too have been lied to by the reps af vzw. I just got off the phone with a rep that fumbled with his story and said they would have to charge us $79.99 Mi424wr Gig router. Which is a good price but why should I pay for an upgrade. Now if it was a mistake I can understand, but when asked about the upgrade. The rep said yes you can upgrade to Mi424wr Gig router but he has no control over what the warehouse sends out. He'll put in the request for an upgrade to Mi424wr Gig router if the warehouse has it. If I wanted the Mi424wr Gig router upgrade through him I'd have to pay $79.99. WHAT!!!

You just say 2 things. Is the upgrade to Mi424wr Gig router free upgrade or do I have to pay for the upgrade to Mi424wr Gig router???

Still confused.  After 20 minutes of confusion I'm UNSATISFIED

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Live with the router VZ gave you and just use it as a gateway to the internet and to provide moca connectivity to your stb's.

Then go and  purchase whatever modem you think is the best for your needs from whatever seller you like best and connect it into your in house network eithe as a bridge to the VZ router (lan port to lan port) or as a secondary subnet (lan port to wan port).  use the secondary router as the connection point for all your other devices.  You can find far better routers for sale than the Actiontec that VZ are offering you and they will also be far cheaper.

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Not to the op but to the person who replied. Your answer could be correct but you asked no questions now if his verizon router is a westell 9100em it CAN NOT BE BRIDGED it is not possibile without losing the guide and your on demand services also you will get way less mbps then you pay for. 

[buddyl316]

I purchased the 424 for 79.00 and mine works fine. I have a different problem. One of my systems will run on the router at about 65 mps wireless and when you check the connection it shows speed 104 mps, my other system brand new runs top speed 40 mps side by side with the old computer and the new computer always runs at 52 mps there. both systems definitely have n adapters.

 The tech support people have no idea what I am talking about and can't even start to help me find a solution. I pay for the 75 mps service, they tell me that they don't really support wireless.

 Any help would be appreciated.

Thanks.

[eljefe2]

You might try running the Verizon Optimizer to see if it helps:

http://my.verizon.com/services/speedoptimizer/fios/

[APana41718]

I know this is an old post but I wanted some to know that I was able to get the newer Verizon thrid generation wireless router without having to pay for it.  Verizon told me they are not switching out (exchanging) those old routers for new ones unless their is a service problem with them.  A service problem is defined as a weak signal because your house is to big, the signal goes throuh to many walls and floors etc.  There isn't anything wrong with the router I had, it's just the old wireless stardard 108.11 a,b,g.  which gives you less coverage in the area you are using it.  When calling Verizon, I told them my signal strength is low causing drop offs and weak signals creating video play back problems since the day I got it.   If they send you a replacement you will get the same exact router you had.  If they send you an upgrade you will get the new third generation router with two anntenas that support the new wireless stardard 108.11 b,g,n.  The signal is now great and works effeciently in every room and floor of the house.