Misled on ONT Replacement
RCWilson85
Enthusiast - Level 1

I was an original adopter when Fios came to my neighborhood in 2007.  A week ago my original ONT failed and I had no service so I called support.  The agent assured me they would replace my ONT and I would get the base 100/100 internet (up from 75) but no other changes.  My cost would be the same (within $3 of current bill).

The install went well and everything seemed fine... all my services and TV channels were in place.  But a few days later, I lost ALL my TV channels except local.  I called support again and it turns out that to keep my price the same, the agent dropped my old Ultimate TV package and gave me Local only.  Also the internet part of the bill doubled as did my cable card rental fee.

If that was explained to me I would NOT have agreed to that!  Support seems unwilling to help me with this.  So now, after 15 years straight of Fios and 45 years with a VZ  landline, it's time to switch to another provider.  I was willing to throw $200+ a month to Verizon for as long as they would have me because I loved the service.  It would have been real easy to keep me, but not now.  Very sad, Verizon.

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LawrenceC
Moderator Emeritus

Hi RCWilson85,

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.

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clem21
MVP MVP
MVP

@RCWilson85 wrote:

I was an original adopter when Fios came to my neighborhood in 2007.  A week ago my original ONT failed and I had no service so I called support.  The agent assured me they would replace my ONT and I would get the base 100/100 internet (up from 75) but no other changes.  My cost would be the same (within $3 of current bill).

The install went well and everything seemed fine... all my services and TV channels were in place.  But a few days later, I lost ALL my TV channels except local.  I called support again and it turns out that to keep my price the same, the agent dropped my old Ultimate TV package and gave me Local only.  Also the internet part of the bill doubled as did my cable card rental fee.

If that was explained to me I would NOT have agreed to that!  Support seems unwilling to help me with this.  So now, after 15 years straight of Fios and 45 years with a VZ  landline, it's time to switch to another provider.  I was willing to throw $200+ a month to Verizon for as long as they would have me because I loved the service.  It would have been real easy to keep me, but not now.  Very sad, Verizon.


Did you call the billing department and go over what happened with them? You can also escalate to someone in the retention department if you don't get the answers you want.

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