Does anyone have a corporate email for complaints? In January I renewed my Verizon services. But I was told that my equipment was now outdated, and the main board needed to be replaced. Being a recent widow, I made it quite clear that my bill could not go up. The rep. continued to try and add on more services, and I had to continue to repeat that I did not want or need any additional services. I was told my bill would go down by $11. But when I refused autopay, my bill would now only go down by $6.
On 2/1 a tech. came and replaced the main board in the basement. The next day my internet was not working. On 2/3 another tech came. He asked if I had requested a router extender. I said no. Well, the first tech installed one and didn’t tell me! The second tech removed it and told me to watch my bill because they charge $12 for the extender.
My bill comes, and I now have a $12 charge for a router. I called Verizon, and they said that they would credit my account and I shouldn’t see the charge again. The next bill comes, and I again have a $12 charge for a router. So yet again I call Verizon and have to explain the story once more. This rep. is trying to tell me that the $12 charge is correct! I now have to rent my router. I have NEVER paid a rental fee for a router. It’s the same router that I have always had. He basically told me that I should be grateful because my bill is still less than it used to be!
My next step is the BBB. If Verizon had told me when I renewed my services that I would now have to “rent” the router that I have always had, I would have said no thank you, and I would have looked for another service provider. Hmmmmm, maybe that’s why they don’t tell you. To me, this seems like mis-leading customers and fraudulent billing.
I was contacted by customer service, and they were not very nice or helpful. I don't like being made to feel like they are doing me a favor. I pay for the service, and you're not doing up and above what I pay for. But buyer beware, if you've never had to "rent" your router before when you renew your service, you will now see a monthly rental fee for the use of the router, even though it's the same one you've always had. Today I was told by a customer service representative that I should just buy my own router.
I have been a Verizon Fios customer since the day it was available in our area, that was quite a few years ago. I used to be happy with their product and their service, but not anymore. The time has come to shop around.
However in this case telling you to purchase your own router was good advice.
if you rent it will be $144 a year or $288 for a two year term, after its even more to continue to rent from verizon. To keep adding on $144 each year.
you can buy a tp link archer with AC with external antennas for around $70 depending on where you purchase from. Then you save gazillions of dollars from verizons pockets over the coming years. Just make sure to return the verizon router to a verizon fios store and get a receipt showing the serial number etc. time, date of return and showing your account number for a return. Have the store take the router off your account.
they will say they cannot do it but they can and insist it be done. Watch them do it.