Trying to Change Custom TV Pack on Gigabit Triple Play (Existing Customer, New 2-Yr Agreement)

Hi all,

Our old 2-year agreement ended on May 27 so last week, I chatted with a Specialist to see what options were available to an existing customer. We opted for the Gigabit Triple Play with Custom TV. After the order went through, I realized the channel pack was wrong (wanted Infotainment&Drama, had Lifestyle&Reality) and got back on chat to have it changed. The new Specialist told me it was changed and that I would get an email confirmation within 24 hours.

A few days later and still no email. The order on My Account page was also still listing the wrong channel pack. I chatted with a Specialist again and was told the channel pack could be changed; however, I noticed the estimated bill was more than I was originally quoted. S/he said that some discounts originally applied were being deleted when the channel pack was updated and suggested that I wait until the effective date of service to request the change to make sure my pricing did not increase.

I've seen some posts in which customers were unable to change their channel packs without a price increase. Also, if I get frustrated enough and wish to cancel my bundle, I'm concerned that it would be too late to cancel my agreement without an early termination fee.

Can anyone shed some light/offer any advice as to how to proceed? I'd obviously prefer to fix this before billing starts and things could potentially get messier.

Thank you!

Re: Trying to Change Custom TV Pack on Gigabit Triple Play (Existing Customer, New 2-Yr Agreement)

Hi kivrin,

Your issue has been escalated to a Verizon agent. Please check your Private Message Inbox for a message from Verizon_Support. You can find your Inbox by clicking on your username at the top right corner of this page. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.