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Fios Set-up Fee not waived
SP111
Newbie

I signed up for the $39.99 100/100 internet and was told that I could not do the installation at home, even though I repeatedly mentioned that I already had all the equipment left behind from the previous tenant. The equipment was all there, but on the phone the agent kept insisting that somebody needed to come in to set up the internet. I had to wait a week without internet, and then take a day off from work so a technician could come to my my apartment. When he finally arrivied (and did not arrive on time), ALL HE DID WAS PLUG IN THE ROUTER. He said that the only reason I couldn't have done this on my own and had internet a week before was because the router was not plugged in already. I was obviously frustrated and he said that I should call customer service to get the fee waived because he acknowledged that he did not do anything of value. So then I go ahead and call customer service, and the agent says that he will put a note in my chart saying that he will waive the $100 set up fee after the bill is posted. I ask for his name multiple times to keep for my records (for the problem I had to face with) and he replies with "John" and when I ask for a last name he says "there is only one John at this location, they will know who it is, just tell them you called on July 2nd." Now I finally get a bill and I call and ask for the waived fee as promised, and I am told that there is no note in my file and that there is nothing they can do. They said that they do not know anybody named John and that I should have gotten a last name. I have never been so disappointed with such poor customer service and unprofesionalism in my life. I have always believed that verizon was a top service provider and so I had continued to use this service for years with my other family accounts, but clearly there is now a reason to switch. I don't even care about the $100, it is the principle behind it and the constant lying that I had to deal with (that I could not actually set it up remotely, and that my fee would be waived). I will now have to look into switching to another provider because there is no doubt that these issues will continue in the future, as it seems it has for many others on this forum as well. 

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Re: Fios Set-up Fee not waived
LawrenceC
Community Manager
Community Manager

Hi SP1,

Your issue has been escalated to a Verizon agent. Please check your Private Message Inbox for a message from Verizon_Support. You can find your Inbox by clicking on your username at the top right corner of this page. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.

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