I've been a Verizon customer for well over a decade. I have a phone and additional jetpack line that I use for a WiFi hotspot. The maximum 4G top speed allowance for my hotspot was 15GB per month . I called and spoke with a Verizon agent to ask if changing to a current plan Get More Unlimited would get me the 30GB per month for my hotspot for about the same price ($10 difference). I was very clear that I was checking because the online caution stated that once I changed plans, changeback would not be allowed,. After confirming that I would have 30GB with the new plan, I switched. Last night, I receive an alert that my 15G top speed allowance was nearly used up. I logged in to learn that the new plan was only applied to my phone and did not apply to my hotspot. I was clear with the agent on the phone that I needed the additonal top speed data allowance because I was working from home and Verizon FIOS and home network were not available to me in my area. Quickly, I hopped online for a chat. The chat agent must have been busy and was slow to respond to my messages. I've never been so upset. The customer service was so horrible! I was told that the 30G plan was not available for the hotspot and only the basic Unlimited Plan could be applied. Oh, and she couldn't switch me back becuase I had a grandfathered plan. Verizon treats it's customers so poorly! The telephone agents don't provide accurate information and are so happy to to misrepresent what you are getting to sell the product. I'm very disappointed in the lack of integrity displayed by the company.
We're sorry to read about the experience you had with getting your plan changed by our agent. We were not clear on what the plan entailed. We would like to look at options for this situation. Please send us a private note.
Get more is a PHONE plan and was never advertised as a plan for Jetpacks. Dedicated hotspots like the Jetpack will always be 15GB 4G before throttling after regardless of what unlimited plan you have from 2017 on up.
The only way to add more 4G speed to a Jetpack is by purchasing a data boost for an extra $35 to get 5GB.
Kind of you to clarify. The Verizon phone Rep should have provided the same courtesy to me and explained that clearly when I asked to switch plans because I wanted more hotspot data.
That is the point of my post. The dishonest representation in providing the switch and the poor customer service that follows.
I AGREE I HAVE NEVER BEEN TREATED THIS WAY WHEN I WAS ((PAYING FOR ANYTHING)) THEY TELL U ONE THING & U GET CHARGED FOR ANOTHER‼️‼️‼️ PLZ READ MY REPLY ABOVE THIS ONE & YES I WAS CHARGED FOR WIFI & THEY HAD NOOOOOO CLUE FOR HOW LONG THIER SYSTEM WLD NOT SHOW THAT ((BUT LET IT B U OWE THEM $$$$ U WERE TOLD U “””DID NOT“”” & THEY WILL GO BACK YRS‼️‼️‼️‼️
I DO NOT RECOMMEND VERIZON ANYMORE DUE TO THIER CUSTOMER SERVICE & HOW THEY TREAT U & NEVER HONOR THIER OWN EMP’S WRDS (U R 100% WRONG A LIER TO THEM AS WELL AS A NO-ONE UR $$$$$ MEANS NOTHING MUCH LESS U SERVICE W/THEM &,
YES I HAVE BEEN W/THEM JUST SHORT OF ((((( 15 yrs ))))) REALLY SAD TO BEEN TREATED THIS WAY,,, IF THE CEO/OWNER OF THIS CO. DOES NOT GET THE EMP PROB FIXED I C THIS CO. GOING UNDER FASTER THAN THEY EXPECT‼️‼️‼️‼️‼️‼️‼️‼️‼️ JMO BASED ON WHAT I HAVE HAD TO DEAL W/MY SELF TO “”TRY TO STAY W/THEM”” YRS AFTER I WAS TOLD TO LEAVE THEM ((EVEN BY SUM OF THIER OWN EMP’S)) THAT IS REALLY BAD COMING FROM THIER OWN PPL (U HAVE NOT BEEN DONE RITE/FAIR/U HAVE BEEN DONE DIRTY JUST LEAVE THIS TYPE CUST. SERVICE IS NOT WORTH ALL THE STRESS/DAMAGE THEY HAVE DONE TO (U) aka MYSELD VIA “SUM VW EMP’S” SHLD HAVE LISTENED TO THEM I’M SORRY TO THE HONEST EMP’S THAT TOLD ME TO MOVE ON & I DIDN’T FORGIVE ME (why did I not listen U KNEW BETTER THAN I)‼️jmo
TKS I AGREE W/UR POST & CLD SAY SOOOOOO MUCH MORE THAN I HAVE & MANY TIMES I HAD PPL W/ME LISTENING TO THE WHOLE CONVERSATION YET TO B TOLD I WAS A WRONG/A LIER/NOT TRUE/WE DO NOT DO THAT/YET “UR PPL SAY U DO”???? WOW WHO IS WHO‼️‼️‼️
We want you to have the best experience possible with us. I'm sorry to learn about what happened with your Verizon account, and I would like to review everything and make sure you're set up for success. So we can continue, please send a Private Note, thanks very much.
That's why I also record every conversation with them, for quality service or lack there of. I share your frustrations! I've also been a customer for sometime, and have been paying almost $200 for my service (I only have one line) for a plan with premium data to prevent congestion during peak hours etc. With out explanations I have premium data but not premium access to it?
How is this legal? I was under the impression when we as customers signed a contract with Verizon, they were legally obligated to honor said contract and any changes would have to be renegotiated or agreed upon..?
I didn't go to law school. Are there any lawyers out there that know more about this?
Hi, there. We definitely want to make sure we're on the same page. What plan are you currently on? We would be glad to review how it works with you.