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FiOS order placed, but cannot ship because of existing service

Posts: 1
Registered: ‎11-28-2017

FiOS order placed, but cannot ship because of existing service

Message 1 of 3

Hi - 

I have been very frustrated talking to multiple agents and I am hoping that I can get someone who can help. I bought a new house, and ordered new FiOS Gigabit service in NY State. However, the previous owner of the house has neglected to disconnect their service, and Verizon customer reps cannot seem to force that disconnection. I have provided the deed showing that we bought the house to Verizon ~3 times, and have had 3 different agents tell me that they have taken care of the disconnection and that my order will ship immediately.

However, its been a week, and the status page still shows my order as pending and there's been no sign that the modem will ship. Can someone help, or am I going to forced to go with Optimum because Verizon cannot seem to ship my order!

Platinum Contributor II
Platinum Contributor II
Posts: 5,249
Registered: ‎10-18-2016

Re: FiOS order placed, but cannot ship because of existing service

Message 2 of 3

Under file a complaint the state agency will get you and Verizon together to fix the situation or Verizon gets hit with fines and penalties.

you might call the 800 number for quicker resolution.


the PSC will need proof of your endeavors (phone call logs, copy of your corospondance, a screen shot of your order etc) but they are quick to assist you.


Good Luck


Moderator Moderator
Posts: 297
Registered: ‎02-13-2017

Re: FiOS order placed, but cannot ship because of existing service

Message 3 of 3

Hi chintanshah,

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.

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