I have had the exact same experience as you. I have been a FIOS customer since it became available in our area 4 or 5 years ago. This year my bill for FIOS 20/5 went up twice and so I decided to upgrade to Quantum 50/50 since the upgrade offer through My Verizon was a similar monthly charge to my existing service.
I upgraded in early October and I was supposed to get the Generation 3 router for free as part of the upgrade. The router never came and when I called about it, they said I would have to pay for it. They also would not honor the pricing as was shown when I placed the order. I then canceled the upgrade and went back to my old speeds. After a week, I decided to try upgrading again, but this time I took screenshots throughout the order process.
It is now late November and I still have not received the router as promised and they are charging me much more than I should be getting charged. I have spoken to countless representatives through chat as well as phone, and none have taken the matter seriously. I have faxed and emailed screenshots of my order, but I am not getting anywhere with them. Verizon is the worst company I have ever dealt with and I will not be a customer for much longer.
Hi vigor1,
Sorry you are having difficulty. An agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or to help you resolve your issue.
Sorry, I didn't mean to hijack your thread. I hope someone from Verizon gets in touch with you.
Verizon is amazing .They aren't willing to send me the router as adverised. Here is my chat session from today. What other options do I have? Contact my credit card company and open up a dispute?
Start a new topic or ask questions in the open forum.
