We recently upgraded our internet service with Verizon. We’ve been loyal customers for well over ten years, 18 if I recall correctly.
When the technician was here, he swapped out our equipment and issued me an equipment return receipt, via email, for the router he took when he was here. When I log into my account, it says we have to return equipment by June 8th (I believe that’s the date) or we’ll be charged. Originally it said $150 charge, then last week it said $200 charge and this week it says $300 lol. The thing is, the router they are saying we have to return is one we’ve never had. We had an oblong maroon one for at least a decade and that’s the one the tech took and issued a return receipt for. We’ve never changed out our router until we upgraded last month. For the last month I’ve been chatting with reps and getting nowhere. I’ve been told multiple times that my ticket has been escalated and would be resolved in a week and here I am nearly a month later and the only thing that’s changed is that the fee keeps increasing, which is very odd. We are very pleased with our Verizon internet and phone service and I really don’t want to have to file a complaint with the FCC, but I don’t know what else to do at this point. I refuse to pay for a piece of equipment that we’ve never owned. Please help!
We are sorry to read that you had this experience, as the last thing we want is for you to get charged for something you don't have. To better assist you, could you tell us if this was for Fios service or 5G home internet?
~Freddy
I believe it’s fios. It’s 300Mbps
I believe it’s fios. It’s 300Mbps
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