They told me it was no longer available on any package, and if I renewed, I'd have to pay. They've always been able to adjust my contract to credit it but now refuse to do so. I honored the "free for life" agreement and had not canceled service. And agreeing to another contract did nothing to help my rate. My rate went up just after my last contact expired, and now that I've renewed it, it's still at the same increased rate that it jumped to just after the last contact expired. They also neglected to tell me that they were disabling my DVR service. I confirmed with them I was getting the same services I already had, and asked how much it would be with paying for DVR. They gave me the price, I renewed, 15 min later and my DVR was gone. After 3 hrs on the phone and another redone contract, they added DVR back (at $24/mo.). That was this morning, I still don't have DVR. They tell me up to 24 hrs. Only took 15 min to remove the DVR service before the updated order, but not so much when restoring service after adding it back. Been with Verizon for 10 yrs, and they no longer seem to focus on the existing customer base. Only new business.
The product is good, but getting very expensive for not upgrading. The more you spend, the better the deal. Keep the same services every contact renewal, and it starts getting more expensive contact or not. At least that's my experience so far.
11-07-2020 10:06 AM - edited 11-07-2020 10:33 AM
My DVR service wasn't yet restored. I called this morning to find out why, and was told a system generated order was entered this morning removing only my DVR service that I just added back yesterday morning via phone. I told the rep I had not made anymore changes. Rep said they could tell it was system generated (and not me) as the order number did not begin with the letters of the state I live in like they normally do (they are investigating the system generated MRDVR removal).
Thankfully, this particular rep seemed like they knew what they were talking about and redid my contract/order again. Although I still have to pay $24/mo for MRDVR, they were able to adjust the rest of my package to a price I agreed to. They explained to me the MRDVR service was only offered in certain states. However, because it was advertised as an offer in my area years ago (even though it shouldn't have been), this is why they kept crediting me for the service and box every contract as long as the system allowed. And of course it no longer does.
It sounds like they're trying to phase this out everywhere. If I understood correctly, in the long run, it ends up being more expensive keeping the MRDVR free for life as the system limits allowing for other discounts with it.
The rep who helped me this morning was very knowledgeable, helpful, and explained things that made sense. No communication disconnect. Just goes to show it depends on who you get when you call in.
My DVR service has been restored, along with all of my recorded shows and scheduled recordings I had before it was removed. It took several hours, phone calls, and redone orders, but all is well again. Thanks again to the rep this morning who was extremely helpful in getting this squared away.