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Customer can not receive the premium channels that are included in his package. Please Help

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thewebcobbler
Silver Contributor IV
Silver Contributor IV
Posts: 659
Registered: ‎12-10-2010

Customer can not receive the premium channels that are included in his package. Please Help

Message 1 of 11
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Hello,

 

A friend has the Extreme package, and lives in zip code 07724 with an Internet and phone bundle. He has 50/25 internet. The Verizon online channel guide says that he should get Showtime and HBO as part of his bundle, but he does not get them, and is having difficulty getting Verizon to correct this issue. A CSR even hung up when he told them about what the web site says. Any thoughts? 

 

Verizon, can you please assist?

 

Thank You

10 REPLIES 10
armond_in_nj
Gold Contributor IV
Gold Contributor IV
Posts: 1,416
Registered: ‎04-10-2012

Re: Customer can not receive the premium channels that are included in his package. Please Help

Message 2 of 11
(2,442 Views)

@thewebcobbler wrote:

... A friend has the Extreme package ... The Verizon online channel guide says that he should get Showtime and HBO as part of his bundle, ... Any thoughts? ...


The "Extreme" package does not include the channels that you say it includes.  If you or your friend want those channels, you will have to pay for them.  Details here:

 

http://www22.verizon.com/home/fiostv/premiumchannels/

avemaria92
Bronze Contributor II
Bronze Contributor II
Posts: 93
Registered: ‎01-02-2009

Re: Customer can not receive the premium channels that are included in his package. Please Help

Message 3 of 11
(2,435 Views)
PJL
Gold Contributor V
Gold Contributor V
Posts: 2,069
Registered: ‎08-07-2008

Re: Customer can not receive the premium channels that are included in his package. Please Help

Message 4 of 11
(2,425 Views)

@armond_in_nj wrote:

@thewebcobbler wrote:

... A friend has the Extreme package ... The Verizon online channel guide says that he should get Showtime and HBO as part of his bundle, ... Any thoughts? ...


The "Extreme" package does not include the channels that you say it includes.  If you or your friend want those channels, you will have to pay for them.  Details here:

 

http://www22.verizon.com/home/fiostv/premiumchannels/


Not so:  For the location of the subscriber in question Extreme actually does include HBO and Showtime when the subscriber has a bundle that includes TV, phone, and/or Internet .  Check the channel lineup for the subscriver's zip code at this link for zip code 07724.  It's a special for that area;  it is not offered in my area.  (Don't ask how I know the subscriber's zip code please.)
armond_in_nj
Gold Contributor IV
Gold Contributor IV
Posts: 1,416
Registered: ‎04-10-2012

Re: Customer can not receive the premium channels that are included in his package. Please Help

Message 5 of 11
(2,396 Views)

@PJL wrote:
... Not so:  For the location of the subscriber in question Extreme actually does include HBO and Showtime when the subscriber has a bundle that includes TV, phone, and/or Internet ... 

Whoops.  Right you are.

PJL
Gold Contributor V
Gold Contributor V
Posts: 2,069
Registered: ‎08-07-2008

Re: Customer can not receive the premium channels that are included in his package. Please Help

Message 6 of 11
(2,382 Views)

@armond_in_nj wrote:

Whoops.  Right you are.


I initially made the same mistake until I thought about it some and realized that different parts of the country get different perks.  Although the package may essentially be the same in all areas (with the exception of local channels), perks like free premium channels depend on how competitive the local are is.

lacticacidtrip
Silver Contributor III
Silver Contributor III
Posts: 377
Registered: ‎10-23-2008

Re: Customer can not receive the premium channels that are included in his package. Please Help

Message 7 of 11
(2,345 Views)

Hi thewebcobbler,

 

As I'm sure you are aware, while there are some moderators on these forums, this is a peer-to-peer forum and Verizon employees don't always intervene. Having said that, have your friend check his paperwork to see if he can find anything about these channels being a part of the package deal that he signed up for. Having paperwork, emails, online receipts or anything official from Verizon will help bolster his case. Otherwise it is possible that the deal ended before or started after he signed up, or even that one of his 3 services needed to be slightly different than the one he is currently on in order to be eligible.  Then with all the information you can find at hand,  call customer service again or have him get online with a chat rep. Best of luck.


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thewebcobbler
Silver Contributor IV
Silver Contributor IV
Posts: 659
Registered: ‎12-10-2010

Re: Customer can not receive the premium channels that are included in his package. Please Help

Message 8 of 11
(2,314 Views)

He does have the paperwork that shows this. That's why I am so dumbfounded. 

 

 I think his last option will be to contact the FiOS Corporate Office. Unless there is another place to contact.  I feel so bad for him, that I can't do more. 

avemaria92
Bronze Contributor II
Bronze Contributor II
Posts: 93
Registered: ‎01-02-2009

Re: Customer can not receive the premium channels that are included in his package. Please Help

Message 9 of 11
(2,310 Views)

it seems like a simple error.. i verified also that it's on his package so it shouldn't be a big deal.. all they have to do is reset what channels he gets.. no one even has to come out to his house..  he should be due the money those channels has cost him also for that time period...

 

I wish we had something like that here in florida, but Fios has been popular here for over 6 years so they don't have to pull us in as much..  i remember they used to give us free previews of the premium channels.. once we even had them for 2 months.. but i don't think they've done it in over 2 years now.

NYCky
Contributor
Contributor
Posts: 2
Registered: ‎06-11-2013

Re: Customer can not receive the premium channels that are included in his package. Please Help

Message 10 of 11
(2,212 Views)

Did your friend get his problems solved? I am in the same situation, and seriously considering switching to TWC righ tnow.

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