I know how you feel! When I moved into my new home, I ordered one of the packages. About 5 weeks later I had problem with my internet connection. I spent about a total of 3 hours on the phone with tech support with no result. They sent a tech out to look into my connection problem. My current bill has a $91 charge for the visit. I didn't know I would be billed for him to come out. I just finished chatting with an agent online and I explained everything. I was told the charge can't be removed although I was unaware I would be charged. According to the agent, the repair ticket says the problem was resolved. Problem is, it wasn't resolved. I had to get someone else to fix my problem.
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 here on 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.