Don't want to cancel my service, but I'm not seeing a choice

[LordUrsus]

I had FIOS installed at my home 3 days ago and was quoted an initial price.

Verizon Triple Play $84.99
(Rent): 1 TV Equipment Package $11.99
Estimated Monthly Subtotal $96.98
Taxes, Fees and Other Verizon Charges $25.94
Estimated Monthly Charges $122.92

My kids and wife wanted a few extra channels, so I finally agreed to go to the Extreme HD package (+$25), the quote this time was:

Bundle Tracker $144.98
(Rent): 1 TV Equipment Package $11.99
Estimated Monthly Subtotal $156.97
Taxes, Fees and Other Verizon Charges (see detail) $33.95
Estimated Monthly Charges $193.34

DIY isn't worth $71.

I tried to downgrade the package back down to Select HD online, but the system (between 404's and timeouts) won't allow it.

I tried to call Customer Service, after dealing with the automated system for 15 minutes, I got a message "The number you dialed is not in service," followed by a hangup.

I'm still in the cancellation "honeymoon" period. If this is the kind of service I can expect for the next 2 years, I'll be better off going with a Dish network and Clear network.

[LawrenceC]

Hi LordUrsus,

Just a friendly reminder, this is a forum where users help other users. It looks like your issue may require a Verizon representative to review your account details. Please visit our Support page for a variety of ways to contact Verizon, including “Ask Verizon,” our virtual chat agent, and customer support phone numbers; or you may use Contact Us.

[LordUrsus]

None of the contact methods are working. That's why I had to resort to the forums. Every time I try to contact a human, there's a site problem or the phone disconnects.

[LordUrsus · Accepted solution]

Okay, 3rd time's the charm. got through on the phone and the issue is handled.

[SinCara]

Customer service by phone can be a hit or miss with Verizon. For future reference if you ever want to get service online visit the Verizon Direct forum on dslreports.com

The verizon direct forum is private so any communication between you and them isnt shown to other members. Its free to join and they reply really fast.

[crittermom]

If this is your experience now, please think twice, as it really won't get better. Just spend some time on the forums and you will see how many are stuck and miserable. Count me in.

Just my personal experience but, it doesn't matter what Verizon says either in print or verbally, it's always subject to the representative you deal with but, be assured it will always be in favor of Verizon.

I wish you luck.

[geilcourtvz]

I had a similar experience. The bundle I contracted for originally was the Extreme HD offered at $79.99/month. The upgrade I responded to was the $10/month speed increase from 25mps to 50mps which seemed reasonable (zero first month, $10 months 2 to 12, $20/month months 13-24).

Well, my $79.99/month bundle immediately shot up by $40/month, and I lost all my (included) HBO and Showtime channels! I went through one customer rep after the next (10 calls total) and they jerked the account every which way till Sunday attempting to fix it, but I still ended up getting over charged by $15/month ever since, plus they never restored the original 25Mbs even though I requested it many times. PLUS I got charged for "service calls" which never happened.

My last ditch effort has been to only pay the correct amount (leaving a $15/month balance) for a few months now, and to write a complaint to their head office. If this fails, my next step will be the BBB and ripoffreport. I hope it doesn't come to that, because I really do like the cable and Internet service provided.

I would very definitely have cancelled within the first 2 weeks, but first of all it wasn't clear how the final monthly billing was going to turn out, and also, I would have lost the great bundle (with HBO and SHO included), which was only offered that week when I first started as a new customer.

I'll let you know if this ever gets fixed. I know it will never get fixed over the phone, of course!

[ElizabethS]

Hello geilcourtvz

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
Please keep all correspondence regarding your issue in the private support portal.