Skip to main content
Accessibility Resource Center Skip to main content
Get up to $500 when you bring the phone you love. OR get iPhone 13, on us. Online only. With Select 5G Unlimited plans. Ends 1.31. Buy now
end of navigation menu
Gateway router refund
celiayau
Enthusiast

I have an almost exactly the same issue as this other thread (see link below).  

I ordered new FiOS service with a new router, and realized I may use my own router, so I dropped off the new router (obtained receipt etc.), but the charge is not taken off my bill.  I called and the rep told me I may just ignore the router charge and they will be removed eventually, but I am not sure if that is true.  Please advise.

https://forums.verizon.com/t5/Fios-Internet/Verizon-Still-Charging-Me-For-a-Router-That-I-Never-Owne...

0 Likes
Re: Gateway router refund
jonjones1
Legend

@celiayau wrote:

I have an almost exactly the same issue as this other thread (see link below).  

I ordered new FiOS service with a new router, and realized I may use my own router, so I dropped off the new router (obtained receipt etc.), but the charge is not taken off my bill.  I called and the rep told me I may just ignore the router charge and they will be removed eventually, but I am not sure if that is true.  Please advise.

https://forums.verizon.com/t5/Fios-Internet/Verizon-Still-Charging-Me-For-a-Router-That-I-Never-Owne...


Depending on where you dropped it off to that may be the issue.

in any case I would write a letter send it certified return receipt to Verizon Fios customer service address.

https://www.verizon.com/support/residential/contact-us/postal-service.htm

Make a photostat of the receipt and explain you want it off your account pronto.

You can also go here to file a complaint http://www.fcc.gov 

do it under the online complaint process. It will ask for proof. I would scan the receipt of return into your computer or on a thumb drive so as to show the attachment. When it asks you to upload that document.

after this is done Verizon will contact you. 

Good Luck

Re: Gateway router refund
LawrenceC
Community Manager
Community Manager

Hi celiayau,

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.