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Email about swapping set top boxes

Sometime in November I received an email about swapping my homes three Motorola set top boxes (one of them has a dvr). Do I have to put in a request to start the process, because the email is worded like they are already in the process of sending the boxes.

I also currently have a new (Model number-CR1000A) router to swap out our old Antionic (red and black) MI424WR, and it needs an ethernet cable run to our outside ONT.

Comments

clem21

@Lunar-haven
wrote:
Sometime in November I received an email about swapping my homes three Motorola set top boxes (one of them has a dvr). Do I have to put in a request to start the process, because the email is worded like they are already in the process of sending the boxes.
I also currently have a new (Model number-CR1000A) router to swap out our old Antionic (red and black) MI424WR, and it needs an ethernet cable run to our outside ONT.

I'd contact sales and explain the situation. they'll set you up with the equipment you need. I'd also ask for the 4100 Fios One boxes, not the newer Fios+ boxes unless you like the characteristics of streaming.

Why1sThisSoDifficult

I received the same email implying a new set top box and router was being shipped to me as my old one was “expiring”. I received a new router, no box, and have been bounced around 4 different departments with each person saying someone else handles this issue. Three hours just trying to get the new box sent.

Sales “Anusha” and “Jessica” were zero help, saying they didn’t have the “technical expertise” to help and transferred me to the “concern department” which Jessica said was their tech team who dealt with sending out equipment. Aamair from the tech department said they only handle replacements, not the new upgrades and he would transfer me to customer service. This new person who didn’t give their name then said if they ordered the upgraded box (that I was told I had to have because the old one would no longer work…so, not an elective upgrade) my bill would go up because they “HAD” to upgrade my plan. Then also said they weren’t customer service but billing department and wanted to transfer me to tech (the department that sent me over to begin with)

this whole thing is absolutely ridiculous and the customer service is horrible.

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