upgrade/ incompatible router runaround.

[iseguinotj1]

Just tried swapping my old Motorala STB for the new Fios Tv+ setup.  Starting in Aug '24 I was notified several times, by Verizon, that my old STB was being phased out & I would receive new equipment automatically.  The Verizon correspondence clearly states that an upgraded router my be required at "NO EXTRA CHARGE TO ME."  

It is now Apr '25 & I had to contact Verizon because the on demand features stopped working on my old box & I had yet to receive the new equipment.  For 2 hrs I  with 3 different customer service agents.  The first 2 agents were quick to try to charge me for a new router because I currently have the Fios G1100.  I refused, citing the verbiage on the notices I received from Verizon.  I even pasted the Verizon emails into the chats.  Both times, I was disconnected immediately after providing the proof of Verizon's promised to upgrade the router for free if needed.  The 3rd agent actually completed the STB order & advised me that I wouldn't need an upgraded router because the "G1100 is compatible."

I received the new VMS4100ATV & the wireless Fios Tv+ streambox.  I went through the set up procedure & I am now staring at an error msg that says; " Error code 108, non-compatible router detected."  Anyone have the same issue?  Any advise?

[clem21 · Accepted solution]

Hopefully this will get escalated to a supervisor.

If you don't get any help, call billing and ask for the retention department.

[kh_jenn]

Hi iseguinotj1, 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.