Personal Router Equipment Missing

We just switched from COMCAST to Fios and have had major problems. We bought our own router, a technician come to hook up our service and after being asked to hook up our router and make sure we did not get billed, he hooked up the Verizon router and we are being billed.

I am not accusing anyone, but all traces of our router are gone - router, box, and serial number. Fios confirmed we are using their router but don't seem concerned that ours was in their technician's hands and now nowhere to be found. We sent them proof of having bought our own router, which they don't dispute.

Multiple contacts with multiple customer service representatives were fruitless. I have spoken to more than 6 people, invested countless hours in trying to fix this, and received a router bill today!


Re: Personal Router Equipment Missing
Contributor - Level 1

Hi Jin,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and scroll down the page to an area titled "My Support Cases". You can reach your profile page by clicking on your name located above your post, or at the top right of this page.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, you may subscribe to the case. At the top right of your support case there is a gear icon which provides a drop down menu with support case options. Click that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.