Why was my Mobile + Home discount removed?
Hello, jenine868, I'm sorry to hear you're running into an issue with your discount being removed! Have you made any changes to your wireless or Fios account? Did you sign up for wireless or Fios service first?
-Lauren
I signed up for Fios first and ever since I got the mobile add on, it has been nothing but problems with y’all! I have also noticed many other Verizon customers have similar complaints about tickets being created for the issue that went months with no resolve! I was given a ticket number ***** and have noticed no change to my next bill, I have also not made any changes to my accounts! Why did you take away my mobile + home discount when I have mobile + home????
We don't want you to have any issues with the Mobile + Home discount and are here to help resolve this concern. As far as your accounts, do you have your mobile and Fios accounts linked via My Verizon? With regard to the ticket mentioned in your last message, was that submitted by our Fios team?
Hi, I've this same problem. Received email yesterday about some change having been made to one of my accounts (Mobile or Fios) and it may have affected my discounts. Checked my next billing estimate and it has the Mobile + Home discount removed. I've had the discount for a year or so and have made no changes to either service except going to Welcome phone plan in the Fall of last year. Paperwork and billing still had the discount being applied. My mobile and Fios are linked under one ID. Trying to re-enroll in the discount gives an error message to call support. That approach does not seem very effective from all the posts I've seen.
My accounts have been linked ever since I bundled them and I have been getting the discount for months now. This morning at 4 am, I got an email from you guys stating that the discount had been removed with zero explanation, I called you guys promptly at 8 am when you opened and spoke to a phone rep who spoke with someone in wireless who gave me the ticket number and promised me that the discount would be applied but I have seen no changes to my next bill and in my experience and many others, you have to contact Verizon at least 50 times and repeat the story each time before anyone can figure out a solution, it’s ridiculous!!!!
I have the same issue and have a scheduled autopay end of this month. The home+mobile discount still not added back, it's worth $20. If the discount doesn't reflect by the time autopay is deducted, Verizon needs to give us credit back.
I'm having the same issue and still not fixed as of today. Why is it so hard for them to fix this? I have an upcoming autopay end of this month and I have four lines so I get $20 home+mobile discount monthly. We should get credit it it's not fixed by the time autopay is deducted.
We definitely want to make sure that all your concerns are clarified. We sent a Private Message to assist you. ~Geo
Having the same issue. When I was able to talk to a human in chat they kept sending me between Fios and mobile representatives and nobody could help me.
my mobile + home $10 discount and a separate $25 loyalty discount were both removed and then I was alerted that this was “in error” and would be reapplied.
Got my bill a few days ago, and alas none of the discounts were reapplied, and my bill went up $35. FIX THIS!
Thank you for reaching out to us on this platform. In order to process your discount for both services, please contact Fios at: 1-800-837-4966 from Monday-Friday 7am-7pm PT, they will be able to further assist. You can also chat with Fios on the link below:
https://www.verizon.com/support/residential/contact-us/contactuslanding.htm
~Maria
MY MOBILE PLUS HOME DISCOUNT HAS STILL NOT BEEN APPLIED AND MY BILL IS DUE!!!!!!!! I WILL BE SWITCHING NETWORKS AND POSTING ANOUT THIS EVERYWHERE!
MY MOBILE PLUS HOME DISCOUNT HAS STILL NOT BEEN READDED TO MY BILL AFTER WEEEKS OF BACK AND FORTH! VERIZON ADMITTED THAT IT SHOULD HAVE NEVER BEEN REMOVED BUT STILL HAVE YET TO PUT IT BACK! WHAT IS WRONG WITH YALL?
We are definitely sad to see you are considering leaving us. It's our priority that you are properly informed about the status of your expected discount especially because some discounts can take 1-2 billing cycles to be applied on your account. We send a Private Message to further assist you. ~Geo
YOU SHOULDVE NEVER TAKEN IT OUT IN THE FIRST PLACE!!! THIS WAS NOT MY DOING, IT WAS YOUR ERROR!!!! I GUESS YOU GUYS WANT ME TO PAY THE EXTRA $40 FOR 2 MONTHS AND THEN REFUND ME!!!
AS PER USUAL, AFTER WASTING HOURS ON THE PHONE AMD CHAT NOTHING HAS BEEN FIXED!!!!
They also did the same to us, in total we are paying $54 extra per month.
I called and spoke to someone for about an hour the day it happened, and he didn't know what to do. I then called again and a $50 credit got submitted that was only supposed to take 48 hours to be approved and its been a week now and nothing yet.We lost our mobile + home on each line and our mobile + home promo on each line. "accidentally" removing a discount from a bunch of people is not a great look.
We just recently switched to verizon wireless after dealing with a similar issue with another provider, I hope I don't have to switch again...
Let's make sure we're able to get your Mobile + Home discount added to your account. We don't want you to miss out on any discounts, and we're here to help you. Please be on the lookout for a Private Message.
~Jesse
I have the same problem. I have been on the phone with support 3 different times in the last 2 weeks. I received a text from Verizon saying the service was removed in error and I would "not have to do anything" on May 18th. However, my bill is still wrong.
I received an automated messaging stating they’re working on it, however my recent bill and my estimated next bill shows they’ve done nothing to fix the error. I don’t understand why it’s taking them so long to fix this.
I have had the exact same issue. Received an email on May 17th stating that my discount had been removed despite continuing to have both services. I contacted support via chat who told me this was an erroneous message and I could ignore it and my discount would still be on my bill (and that they documented this). Well, bill received and no discount. Followed up with a phone call and spent an hour talking to agents who were trying to fix it and was told in the end to re-enroll online. When I try to do that, I get the same error - "Looks like something went wrong with your discount. Please call customer service at 1-800-837-4966. " I do not want to spend hours working to rectify an error that Verizon has made. Please do better, Verizon, and please fix this issue. Planning to file an FCC complaint.
Hello, oklahoma73. Thanks so much for this info. Ensuring you receive your Mobile+Home discount is a must. Please be sure to contact our Fios side of the business for further assistance by dialing 800-837-4966.
-Natasha
Why does Verizon respond to some customers and not others? I too have this same issue for about 3 weeks now. Havnt changed anything and still no discount.
we are planning on switching carriers if it’s not resolved by the next billing cycle
Hello joe196, we're sorry to learn you're experiencing the same issues. Did you try to contact our FiOS team to see if they can help you with the situation?
~Ivone
Hello, Chyna7. It's awesome to hear the issue is being worked on and we truly appreciate your patience at this time.
I have the same problem. My bill is $70.00 more per month. I have seven lines. I called when I got the projected bill and they said it was a system error and it would be fixed. It was not and my bill went up $70.00. I never changed either plan.
I called today and they said they would issue a credit and it would not happen in the future. I have my doubts.
Like others, it gives me an error message when I try to reenroll the home+mobile discount.
There has been no communication from Verizon about the error.
Hey there, sscherr39, we know it's important for you to get your Mobile + Home discount back. So we can better assist, we will be sending a Private Message.
Nothing was done, I had to call back again this month and they provided me credits on my bill so I don’t pay the extra charge. AGAIN they asked that I re-enroll and it didn’t work. Not sure why it’s so hard to fix an issue your company created.
Hello, Chyna7. Help is here as we want to see you receive your discount. Glad to hear you recieved a credit. Could you please share more details on what has been done so far? Any tickets submitted?
I have called Verizon support 5 times over the past 2 months about this same issue and the only thing they have accomplished is giving me a 1-time credit on my last bill. All 5 times I was told that my loyalty discount would be restored within a few days and that they would call me back to confirm, and all 5 times it has NOT been fixed and I have NOT received a call back. Verizon support has been useless and I am about ready to give up on Verizon for both Mobile and GB Internet over the hours they have wasted of time.
JHelprin, let's figure out what the problem is with your Mobile+Home discount. We never want any issue to take so long to resolve, and we're going to make sure we find you the right solution. Please look for our Private Message so we can help you.
I have the same issue, have spent hours with phone or chat. No resolve. I spent four hours, can’t spend anymore. Is quicker to change carriers!
I've been a Verizon Wireless customer for 25 years next month. I went and changed my father's plan from the 5G Start to the Unlimited Welcome and the mobile + home discount dropped off and I have been unable to add it myself. The Unlimited Welcome M+H discount is supposed to be $5. I have already spend time talking to Verizon for them to give me the same steps to try that I already know but didn't work. Verizon chat was completely useless.
We appreciate your loyalty with us. Is this for Fios service or 5G Home?
-Melissa
This was for Wireless service where the $5 off went missing. I already have Fios though. All of the other mobile + home discounts are shown on my other lines except this one line.
We'd like to take a closer look at your account and see what is happening. We're sending you a Private Note to make this happen.
-James
We are standing by to help. Please reply to our private message. -Joe
For people looking for an answer regarding this as i just recently started running into it, i was just made aware that this Discount no longer applies to "Grandfathered" or "Outdated" Plans and is only applicable to New Unlimited Plans or something along those lines. It also appears to be going from an Account Level discount to an individual Line discount.
So if you no longer get the discount you may be on a grandfathered plan in which it no longer applies. I Declined to update my plan as the cost would essentially be what i am now paying on the next bill With the $10 discount, so it would have been pointless as far as Cost goes. In other words, if you want the discount you may have to change Plans.
Hope this helps.
