Modem Help wifi Verizon will not fix or replace or give credit for faulty equipment (complaint)

[timuehl]

I have spent over 2 hours on live chat with three different verizon specialists and I still have a problem.

First, I am a new verizon customer (OCT 2014), and in an effort to keep monthly costs down I opted to purchase a wireless modem when chose verizon as my TV. Internet, Phone provider. One time Modem cost $99.99.

Digress, previously I was a comsast customer, basic cable, slowest internet speed, phone service. I heard all of the half fast commercials and thought I would upgrade to a faster more robust carrier. I never had any real problems with comcast and enjoyed wifi on the most remote reaches of my property, even inside of my neighbors house. 100+ feet through walls etc.

Sortly after switching to fios, I realized that my laptop in my home office in my basement kept losing wifi signal. Tech support helped modify some wifi settings but it was still hit or miss. I did have hard wire in the wall and decided to connect direct. Not a big deal as the wires were already there.  After speaking to several IT folks they all (all 2 of them) suggested that I give verizon a call and see if I can upgrade to a more powerful modem. I don't have a need for a lot of speed, but it would be nice to connect while I am in the house.

Long story short, because I opted to purchase my modem at $99.99 rather than lease at $4.99 per month the good folks at verizon claim that I not only cannot upgrade my faulty equipment. I cannot even replace the faulty equipment unless I wish to pay the full purchase price for the equipment. Alternately I can lease a better modem at $6.99 per month. Everyone of the reps concluded that the equipment that I purchased can not give me the coverage that I need, but they also will not repair or replace it with equipment that will give me the wifi coverage that I need. I am perfectly willing to accept either a full or pro-rated value for the piece of junk modem that they sold me, and will gladly pay the difference for the equipment that I need, but I am paying for quality service and getting far less.

Needless to say I am not a happy customer and it sucks not having wifi in my own house. Maybe my neighbor will give me their code, they have the other service provider.

[ElizabethS]

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.

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