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Equipment Return Kit never shipped?
SnPKel
Newbie

I ended my Fios service last month, and had the CS agent put me down for a return kit to ship my equipment back to Verizon (DVR, 2 STBs). The return kit has never arrived, and on my account page it shows the order status as "Ready to ship".

I've been traveling for the last week, and now that I'm home again I'm receiving warnings that if they don't receive the equipment by NEXT Sat, Aug. 19th, I'll be charged for it??? Still no return kit at my house, and the order status remains "Ready to ship".

What kind of scam is Verizon running here? If you don't send me the prepaid return kit, how am I supposed to return the equipment? I cannot reach CS for either service cancellation or sales as it's the weekend, and waiting until sometime during the week will leave me little time to resolve this...

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Re: Equipment Return Kit never shipped?
LawrenceC
Community Manager
Community Manager

Hi SnPKel,

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 scroll down the page to an area titled "My Support Cases". You can reach your profile page by clicking on your name located above your post, or at the top right of this page.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. 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, you may subscribe to the case. At the top right of your support case there is a gear icon which provides a drop down menu with support case options. Click that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

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