I'm looking for advice from other members who have maybe had a similar issue to what we are experiencing:
The scenario is an odd one. We upgraded our service to Gigabit in June 2020. It was installed on 14 June 2020. The tech needed to come back and install an extender and did so on 15 June 2020. We have been having weird issues with our service ever since.
It finally came to a head about a week ago when using the Peloton and the ride froze four times, although the network said we had good connectivity. I did a speed test and saw we were only getting ~117/320. I called Verizon and we did several tests over the phone, and then a tech was sent to the house. He installed all new equipment and when he initially did the test it was 850/873 but immediately dropped to 112/345. I suggested that perhaps our service was being shaped for some reason, and he agreed that could be so I called back into Verizon and after a really lengthy call, the gentlemen kept insisting it was the wiring, so, we scheduled another tech to come back out the next day.
The second tech did several tests (wiring is fine) and he called into Verizon (some back area that he speaks to) the technician there told our tech and us that on the 15th of June 2020 when the tech came back out to install our extender a ticket was in the system to revert our service to 100/100 Mbps. That is why we have been having so many issues.
The speed has been fixed now, but my concern/question is this: I have been paying for a Gigabit of service for three years, but I have only been receiving 100 Mbps (roughly) of service. Or, to put it another way, we have been overcharged for 100 Mbps service for three years. I feel as though we should be refunded the difference between what we paid for and what we actually received and would like to discuss what our options are. The tech actually agreed with me and said I should contact Verizon as well.
The person I spoke with on the phone recently was so incredibly rude, quote: "You need to be quiet and listen to me" refused to allow me to speak to a manager and basically told me it was my fault because I didn't call in. I'm trying to be polite about the whole thing, but wow, that phone call really put me on edge. The person I spoke to today said they could offer a one time credit but that was it.
I'm not expecting gigantic sums of money, but I feel that it is only fair to receive the difference from what we paid for to what we were actually being given. If the roles were reversed and we had been undercharged, wouldn't we be expected to pay the difference?
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