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Fios Triple Play Promotions
JS683
Newbie

I recently moved and signed up for the Triple Play $79.99/month promotion. Every advertisement - online, TV, Print, etc. all advertise that the $90 standard setup charge is waived, HBO included for 1 year, and DVR free for 2 years. I moved to a building that apparently has a Fios "rep" that called me prior to my move to let me know he would be the contact to setup my Fios service if I chose to subscribe to it. - never informing me I had the option to call Fios myself for instalation and sign up. After seeing the Triple Play promotion I let the rep know I would be going with that plan and the date I would be moving in for the instal. I was never informed by this rep that by speaking to him I would not be receiving the promotions advertised everywhere. I litterally had a 30 second conversation with this rep and told him myself that I would be signing up for the Triple Play promo I found online. Apparently that was all he needed to authorize the contract and installation for me - a 30 second conversation in which I told him what I would be siging up for. Now according to Fios customer service because of my 30 second conversation with this rep I am not privy to any of the promotions included with the Fios Triple Play that is advertised everywhere and now have to pay the $90 standard set up fee, pay extra for DVR service and for HBO. At no time was I informed I would not have access to any of the promotions advertised because I spoke to this rep. This is ridiculous and I'm using this forum as a last resort for some kind of restitutions before I pay my first bill that includes the $90 setup fee and cancel service for this dishonesty. Any feedback is appreciated. Thanks. 

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Re: Fios Triple Play Promotions
kh-gary
Moderator
Moderator

Hi JS683,

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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