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Don't charge loyal customers to upgrade to necessary new hardware

Status: Acknowledged
by as2higpark on ‎02-09-2011 05:41 AM

I was amazed to find out that now that the new DVRs are available and I have been a loyal customer for over 3 years, patiently waiting and signing up for the official lists to get the new DVR hardware, I win the right to pay VZ $39.99 just to use the new hardware!!! Hardware that I pay monthly for anyways!!! Why is there an upgrade fee for something that I lease? This is unbelievable that we get charged monthly (and I am sure when I upgrade, my grandfathered 12.99 will go up too) and we still have to pay for the actual upgrade? Especially those of us using 6416s which cannot take advantage of new features of the new IMG1.9 (ESata and other features).


VZ, can you explain this? I bet if I was a new customer, I would get the new DVR without a $39.99 fee.

Status: Acknowledged

If you have had your DVR for 3-4+ years.... then I have already acknowledged we need to see if there are other options...


But to many of the comments below... when you lease a car and next year or the year after they come out with a better one do you expect to get the new model for free?  And they are the same... your content purchases are separate from equipment charges by federal regulation (buying HBO doesn't subsidize your equipment).  In this comparison gas = content and the car = DVR.... 


So "under review" for customers that have had a box for 3-4+ years, but if you have had your DVR for less than 3 years, then "maybe later"... and I think the fee is fair (just like upgrading your leased car early).


New customers could get any one of the 3 available models just like an existing customers ordering a new DVR for their existing account. We have made this as fair as possible for new and existing customers. 

by masterchief75 on ‎09-28-2011 09:18 AM

Time warner cable and cablevision let you swap out your box whenever you like. A huge company like verizon can surely provide the same customer service for their customers. I usually swapped out my dvrs every year so I can get higher capacity.

by asfish on ‎11-26-2011 08:04 PM

Every week I am mailed another promotion for new users.  As a current user, this is a constant slap in the face. According to the latest offer new users can get the same speed internet I am getting, the same movie channels I get, and the same telephone service I get, with a free, for life, DVR - and they pay less than I do.  I am paying $19.95/month for my DVR - so I am paying $240/year more than my new counterpart.  In addition I was DUMB enough to accept being in a contract for two years because I was told - and believed - that I would save money.  As the saying goes, fool me once shame on you, fool me twice, shame on me.  At the very least I expected my equipment to be the latest.  I am now being told I must pay a fee to get the DVR I LEASE upgraded - do new users get to KEEP their upgraded DVRs - the DVRs are, after all, FREE?.  The additional insult is I can't access the shows on the DVR on the new OR old systems. There is no way to copy the shows from one DVR to another even if I upgrade.  All the shows I have stored on my original DVR are wiped out.  There is no backup plan - tough on me, the consumer.  I recommend each of the OLD users having a contract do exactly what I plan to do when the contract expires - let it expire.  You then become a, let's here it, A NEW USER.  And if there are competitors in your area - why don't you give them a chance to compete - see what they can do for you. We already know what Verizon is doing.

by MaxmyDVR on ‎12-02-2011 06:01 PM

I am annoyed that I am asked to shell out $40 bucks to upgrade to a new DVR when I have been paying $20 a month for years now and getting an inferior storage capacity.  C'mon Verizon!!

by MaxmyDVR on ‎01-07-2012 05:25 PM

I agree with MaxmyDVR's comment above.  The $20 per month for multiple years should entitle to free upgrade to a decent capacity HDD.

by qbaker85 on ‎06-06-2012 12:07 PM

This "upgrade" fee is just another way for Verizon to make extra money. I have Verizon DoublePlay with ExtremeHD and 20/5 Internet. I pay $35/mo. for my receivers and then another $30+/mo. for movie channels. I've had nothing but trouble with my "multi-room" DVR setup since it was installed. Freezing, pixelization, lack of response to controller commands, etc. make me want to pull my hair out! It is so bad that I am considering cancelling my service and switching to Dish Network for the new HOPPER DVR. The HOPPER has 2TB's of storage!!!! It won countless awards. I say that we all forget Verizon FIOS and switch! OH btw, Dish doesnt charge for the HOPPER or HD service... Sounds like customer service to me!


Any Verizon complaint specialist that would like to save a customer that gives the company over $150/mo. should give me a call and see what they can do to keep my business.... I'm just saying.... That doesn't even include my wireless service which I pay another $110 for... And Ill probably switch it too... Customer service with Verizon is HORRIBLE all the way around....

by coryrpowers on ‎01-03-2013 06:20 PM

Not sure if this forum is still going, but it made me laugh. Why?


I just got FiOS installed 3 days ago. They installed the QIP-6416 (extremely old hardward). When I called them ( I sat on hold for 56 min) they told me that they didn't know why an old box was installed. They would be happy to sent out a new box, but there would be a $39.99 charge to upgrade my device. 


We chose FiOS because of our extrememly good customer service with our wireless account. I guess FiOS did not contact the wireless department to see how to run things. I have never had such bad customer service with any company.

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