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Why is an installation appointment necessary to simply increase speed of FIOS Internet?

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slovak57
Contributor
Contributor
Posts: 2
Registered: ‎12-02-2010

Why is an installation appointment necessary to simply increase speed of FIOS Internet?

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I recently upgraded my FIOS triple play bundle.  I upgraded one set top box to a DVR and increased the channel lineup.  The package upgrade increased our FIOS Internet speed from 25 to 35.  Channel line-up changes were performed automatically.  The new DVR was received via UPS and I activated and sent back the old box myself.  My service ticket is showing everything as being completed except the Internet upgrade.  I was surprised to get a message on my home phone saying that an installer will visit the home in a few days and someone must be here for hours!  I don't understand why that is necessary when all the FIOS equipment is already installed.

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mattheww
Silver Contributor V
Silver Contributor V
Posts: 668
Registered: ‎10-26-2008

Re: Why is an installation appointment necessary to simply increase speed of FIOS Internet?

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IIRC some ONT's wont go faster than 25/25, if you have one of them, you are going to need a new ONT to get 35/35 service. That would require a service visit, and access to the premises.

Hubrisnxs
Platinum Contributor III
Platinum Contributor III
Posts: 5,881
Registered: ‎07-22-2009

Re: Why is an installation appointment necessary to simply increase speed of FIOS Internet?

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(2,913 Views)

that is correct, the ONT 610 has issues with the upload speeds, and so they replace that particular box, if it's a 35/35 plan as you will end up calling in to report a slow speed issue, when it's a known issue. 

slovak57
Contributor
Contributor
Posts: 2
Registered: ‎12-02-2010

Re: Why is an installation appointment necessary to simply increase speed of FIOS Internet?

Message 4 of 4
(2,762 Views)

I guess I have a number of issues with this....

 

The "window" for the installer to show up is 8 am - 5 pm (more like a garage door than a window!)

After requiring someone to be here during those hours--they never showed up!

The ONT is mounted outside of my house and could be replaced without coming inside.

Verizon customer "service" could not tell me anything about the order....are they still coming? how long should I wait?

 

Is it really asking too much to at least call the customer if a window is going to be missed?

...or provide meaningful information to the front line employees?

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