I began a 50/50 Verizon FiOS plan in September 2017. They not only met that speed, but exceeded it slightly. Verizon gave me a free upgrade to a 100/100 plan in August 2018. My speeds nearly doubled, and were indeed near 100/100. From November to December, I had an 18 day service outage. The problem was not my equipment or wiring; the local repair manager informed me that a network software glitch apparently caused my ONT to point to the hub in the basement of another building. Once my service was restored, it reverted to the 50/50 speeds. The local technicians say it's some kind of an account problem, but the customer service people either on the phone or online say it's a technical issue. Moreover, they can't just remove the upgrade and reapply it, because the resulting account change would remove the discounts I received when I started the service. Any ideas on how to proceed? I'm about ready to give up on the issue. And any more service outages will lead me to switch to Comcast.
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The issue I reported earlier in this forum has been solved. During the private chat I was directed to, Juan determined that the removal of a discount had also accidentally removed the 100/100 speed upgrade from teh account. When the ONT reset, it then defaulted back to 50/50 speed. Juan put me on a new plan for the same amount I was paying (albeit on a contract), and as of this morning I'm again getting 100/100 speeds. I now know to come to this forum earlier if there are future problems--in two phone calls and two chats, Juan was the first person to fully understand the problem, diagnose its cause, and offer a solution. Thank you.