speed increase order

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Contributor
Contributor
Posts: 3
Registered: ‎08-02-2012

speed increase order

Message 1 of 6
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i currently have 75m up and down.

On 9/2 i ordered an increase to 150M up and down.

I still have the old speed and have heard nothing from Verizon.

anone have any ideas?

I'm sick of holding on the phone

5 REPLIES 5
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Platinum Contributor III Platinum Contributor III
Platinum Contributor III
Posts: 7,914
Registered: ‎11-04-2008

Re: speed increase order

Message 2 of 6
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When you log in to your account, does it say you have a pending order?

You should have gotten an email with order number.

Have you checked the status of that order?


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Contributor
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Posts: 3
Registered: ‎08-02-2012

Re: speed increase order

Message 3 of 6
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this was my reply from Verizon:

 

Your Installation Date
WedSep02

Our records indicate that your installation has not been completed.
If you feel you need assistance please call 1-800-Verizon.

 

I call and then im on hold for an hour, then I hang up.

 

 

On the side of the page there is a box that says:

 

An installation by a Verizon technician is required on your upgrade order to 150M speed or higher. The technician may need to upgrade your equipment and/or wiring to ensure you receive the higher speeds.

 

I have the latest router, I dont know what has to be upgraded, no call, no email from Verizon.

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Platinum Contributor III Platinum Contributor III
Platinum Contributor III
Posts: 7,914
Registered: ‎11-04-2008

Re: speed increase order

Message 4 of 6
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I beleive they have to switch you over to Ethernet vs coax at 150M.
If you have the capability, run an ethernet from tyour ONT to your roouter.

Then contact support and ask them to migrate your Internet over to Ethernet.

Make sure you ask them to release the lease on your IP or it can take a couple of hours before your Internet restores.

You can also do it yourself by logging in to the router

If you can't run the cable ourself, you will have to contact them to schedule an appointment.


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Gold Contributor VII Gold Contributor VII
Gold Contributor VII
Posts: 2,153
Registered: ‎11-10-2009

Re: speed increase order

Message 5 of 6
(903 Views)

At a minimum you need to be provisioned for ethernet from the ont to the router.  You can do tha with a phone call to fios tech support.  However thay may entail having an ethernet cable run between the two which you can do yourself.

Also it's possible that they may have to change the ont to support that speed.

 

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Silver Contributor V Silver Contributor V
Silver Contributor V
Posts: 404
Registered: ‎07-29-2015

Re: speed increase order

Message 6 of 6
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If I remeber correctly, and I guess this could be dependant on where you are, but dosen't a FiOS Tech have to come out to the customer's house to switch their fiber line from BPON to GPON?

 

At least how they do setups in my area, all plans up to 75 Mbps are on the BPON (Broadband passive optical network), and if you upgrade to speeds above that they have to physically disconnect and re-connect your fiber line to a GPON (Gigabit passive optical network) box. Pretty sure thats what they mean when they say a FiOS tech has to come out to complete the upgrade.

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