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New Agreement not reflecting on Account.

Posts: 1
Registered: ‎06-14-2016

New Agreement not reflecting on Account.

Message 1 of 2

I am verizon Fios customer from October 2014 and my existing Agreement Expires on October 17, 2016.  In May 2016, I decided to move to new home and thought to cancel the Verizon Fios.  


When I had conversation with online Agent, I been convinced and then  I have requested for 25/25 MBPS internet connection for $24.99 with new 2 years Agreement and got the order created to cancel my old connection on June 1st 2016 and New connection to install on June 12th 2016.   Order # {edited for privacy}


I got my old internet connection disconnected on June 1st 2016 and Router returned back to Verizon.


I got my New internet connection on June 12th 2016.




1. When I verified on My Account the amount reflected as $24.99 but the agreement expiry was October 17, 2016.  Tried to get it fixed through online chat and not much helpful.  They directed to call voice customer support.  When I called customer support they directed to ecenter and then ecenter back to Customer support.  


2. More glitch was when I called on June 14, 2016 to get this issue addressed, the agent changed the Order amount from $24.99 to $39.99 without my consent.  When I asked to go and cancel that order, he said this order will not get process and I will be provided $15 discount for rest of the period till 2018.  But the amount changed on my account to $39.99 but expiry remained to october 17, 2016.


So when I requested for one issue, i got another issue for $15 * 4 months (assuming october 17, 2016 agreement expiry).  I am finding to get this issue resolved.  Please also let me know how i can raise the dispute on this.   I am tired and fedup from last 2 days.  I spoke to atleast 10 customer service agents and atleast 3-4 online agents.  Everyone throws the ball in others and no one wants to take the ownership.  Is anyone can able to help me here ?

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Posts: 6,227
Registered: ‎04-29-2009

Re: New Agreement not reflecting on Account.

Message 2 of 2

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 here on the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. 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, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".

Please keep all correspondence regarding your issue in the private support portal.

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