Verizon tech took our owned router - being charged for a new one

Long story short - our internet went out last month for several days. Turns out that VZ was not sending any sort of IP/signal for the internet portion of our package, so we HAD a connection, but no actual link to the internet itself.

After the first tech came out to fix the issue, he replaced our Gateway router, thinking it might be the issue. Problem is - that was our owned router that we bought outright, and he managed to drive off before we realized/remembered that it was ours. 

Second tech comes out, because the router was not in fact the issue, but on VZ's end never sending us a signal. So he gets us all fixed up by calling customer service and telling them what to do. We're good to go at this point, but we still have the issue of our owned property essentially being stolen, and the added wound of now being charged for a NEW router that was both unnecessary and, according to the tech, we should have free lifetime replacements on routers we buy from VZ outright.

We've tried getting a hold of customer service on this, but between chats and phone calls spanning over an hour each, nobody seems to know how to help. So here I am posting on the forum as a last-ditch effort in trying to get things resolved so we're not being robbed twice.

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Moderator Emeritus

Hi joxerjen,

Your issue has been escalated to a Verizon agent. Please check your Private Message Inbox for a message from Verizon_Support. You can find your Inbox by clicking on your username at the top right corner of this page. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.