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Modem Help wifi Verizon will not fix or replace or give credit for faulty equipment (complaint)

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timuehl
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Contributor
Posts: 1
Registered: ‎11-18-2014

Modem Help wifi Verizon will not fix or replace or give credit for faulty equipment (complaint)

Message 1 of 2
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I have spent over 2 hours on live chat with three different verizon specialists and I still have a problem.

First, I am a new verizon customer (OCT 2014), and in an effort to keep monthly costs down I opted to purchase a wireless modem when chose verizon as my TV. Internet, Phone provider. One time Modem cost $99.99.

Digress, previously I was a comsast customer, basic cable, slowest internet speed, phone service. I heard all of the half fast commercials and thought I would upgrade to a faster more robust carrier. I never had any real problems with comcast and enjoyed wifi on the most remote reaches of my property, even inside of my neighbors house. 100+ feet through walls etc.

Sortly after switching to fios, I realized that my laptop in my home office in my basement kept losing wifi signal. Tech support helped modify some wifi settings but it was still hit or miss. I did have hard wire in the wall and decided to connect direct. Not a big deal as the wires were already there.  After speaking to several IT folks they all (all 2 of them) suggested that I give verizon a call and see if I can upgrade to a more powerful modem. I don't have a need for a lot of speed, but it would be nice to connect while I am in the house.

Long story short, because I opted to purchase my modem at $99.99 rather than lease at $4.99 per month the good folks at verizon claim that I not only cannot upgrade my faulty equipment. I cannot even replace the faulty equipment unless I wish to pay the full purchase price for the equipment. Alternately I can lease a better modem at $6.99 per month. Everyone of the reps concluded that the equipment that I purchased can not give me the coverage that I need, but they also will not repair or replace it with equipment that will give me the wifi coverage that I need. I am perfectly willing to accept either a full or pro-rated value for the piece of junk modem that they sold me, and will gladly pay the difference for the equipment that I need, but I am paying for quality service and getting far less.

Needless to say I am not a happy customer and it sucks not having wifi in my own house. Maybe my neighbor will give me their code, they have the other service provider.

 

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ElizabethS
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Posts: 6,227
Registered: ‎04-29-2009

Re: Modem Help wifi Verizon will not fix or replace or give credit for faulty equipment (complaint)

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Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.

Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions.

To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".

Please keep all correspondence regarding your issue in the private support portal.

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