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Issue with Mobile + Home rewards
sheradenwitch
Member

I have been having an ongoing issue for almost 2 months at this point with not being able to sign up for Mobile + Home rewards with my new Fios account. I have been a mobile & Fios customer for a few years and was already receiving the discount. I bought a house and started a new Gigabit Fios plan at the new house, and once my old Fios plan was cancelled at my old house, I have reached out to Verizon several times to be re-enrolled with my new Fios plan. After 6 phone calls with customer service and multiple tickets submitted, the issue remains. My next step is to cancel the internet altogether. I am being charged $89.99/month for gigabit internet currently, even though it is advertised at $64 online as long as you have an unlimited mobile plan, which I do. I was chatting with a Verizon rep on the chat while signing up for the new Fios plan and they ensured me I would still have my $10/month discount on my cell phone bill along with $25/month discount on the Fios plan so I would only have to pay $64 (I have a screenshot of this.) Now when I call, I have been told by 2 different customer service reps that I won't receive the discount on my cell phone bill anymore once this is resolved, it will only be on my Fios bill, which is not what I was told when I signed up. I called customer service last week and said if they couldn't get the issue resolved then I would cancel the Fios service, and she submitted another ticket and ensured me the issue would be corrected by 7/26, which it is not. In the My Verizon app, it still shows my old Fios account number, and when I try to re-register for Mobile + Home rewards, I am receiving the error message "Customer profile not found." I have already deleted and reinstalled the app numerous times. I can't be the first person to switch Fios accounts and want to keep receiving the discount. I wouldn't have signed up for the gigabit internet if I knew I would be charged $89/month. They also told me that I wouldn't receive the discount on the first bill, which isn't stated anywhere online. To top it all off, the gigabit internet speed at home is severely lacking and the speed test on multiple devices shows awful speeds. If Verizon can't figure out the discount issue and give me credits for the previous months that they were taken off due to the technical issue, I will cancel the Fios internet and probably my mobile account as well at this point due to all of this frustration! 

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