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Technician took old route/equipment - about to be charged $100

So I finally decided to upgrade our wi-fi.  Technician came out on 2/22 and took the older equipment with him.  About to be charged $100 and have chatted (at least 2 times) and was told to call 1-800-verizon 837-4966 been on hold for more than an hour as of 10pm Friday night.  Can find anywhere to e-mail or contact a person other than by chat or by phone.  I can't believe the lack of customer service. 

This is crazy - the last chat told me the equipment was not returned to the warehouse.  How is that my fault.

I wish someone would respond.

Re: Technician took old route/equipment - about to be charged $100

Hi CherylD58,

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.