Fios+ TV Router Incompatibility
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I recently received new Fios+ TV equipment . I was fairly satisfied with my existing TV service, but Verizon indicated in its email correspondence that the change was compulsory and that it would be accomplished at no additional cost to customers. The correspondence specifically stated that if a replacement WiFi router was needed it would also be provided.
When I attempted to install the new equipment, I encountered error code 108, router incompatible. My router is model no. Fios-G1100. To attempt to get a compatible router, I had a lengthy chat with Verizon agents on 10/1 between 4:30 and 7:00 PM EST. Customer and tech support agents eventually concluded that the router was indeed incompatible and that a replacement would have to be provided. I asked for and received from the customer support agent confirmation that it would be provided at no additional charge as committed in Verizon correspondence. The tech support agent eventually informed me that a suitable replacement could be provided for an additional $11/month. I stated that this was unacceptable based on the earlier customer support agent confirmation. Shortly thereafter I had to terminate the session which had consumed a lot of time. On 10/3 around 1:00 PM I initiated another chat to try to resolve the matter. Over a long period of time, I was bounced back and forth between customer and tech support agents. The session ended when it timed out while I was awaiting a response from one of the agents. The next day I got a telephone call from a sales rep trying to sell me a new router for an additional $18/mo.
Has anyone been able to resolve a similar problem?
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@BB1946 wrote:I recently received new FIOS+ TV equipment . I was fairly satisfied with my existing TV service, but Verizon indicated in its email correspondence that the change was compulsory and that it would be accomplished at no additional cost to customers. The correspondence specifically stated that if a replacement WiFi router was needed it would also be provided.
When I attempted to install the new equipment, I encountered error code 108, router incompatible. My router is model no. Fios-G1100. To attempt to get a compatible router, I had a lengthy chat with Verizon agents on 10/1 between 4:30 and 7:00 PM EST. Customer and tech support agents eventually concluded that the router was indeed incompatible and that a replacement would have to be provided. I asked for and received from the customer support agent confirmation that it would be provided at no additional charge as committed in Verizon correspondence. The tech support agent eventually informed me that a suitable replacement could be provided for an additional $11/month. I stated that this was unacceptable based on the earlier customer support agent confirmation. Shortly thereafter I had to terminate the session which had consumed a lot of time. On 10/3 around 1:00 PM I initiated another chat to try to resolve the matter. Over a long period of time, I was bounced back and forth between customer and tech support agents. The session ended when it timed out while I was awaiting a response from one of the agents. The next day I got a telephone call from a sales rep trying to sell me a new router for an additional $18/mo.
Has anyone been able to resolve a similar problem?
Hopefully your post here will be escalated.
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Hi BB1946, 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.
