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Existing Customer can't switch from Freedom Essentials to Digital Voice?

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Carl
Silver Contributor III
Silver Contributor III
Posts: 381
Registered: ‎09-01-2008

Existing Customer can't switch from Freedom Essentials to Digital Voice?

Message 1 of 27
(7,439 Views)

This is more for curiousity's sake, but I have tried twice in the last 6 months to switch my home phone number over to digital voice and off of the Freedom Essentials plan, and also to move my 2nd line off of copper and onto the fiber and add it as a 2nd line to digital voice.

 

The first time I called, I was told there was a technical issue that wouldn't allow me to switch, and I thought nothing of it. When I called back 2 weeks ago, I was told that existing customers can not switch to digital voice without a waiver. The CSR I spoke with seemed to know what she was taling about, but it appears that I can not switch. 

 

Is there a reason for this? Do I have to wait until January (when my contract is up) to ask again?

 

Carl

 

26 REPLIES 26
Mike_VZ
Employee Emeritus Employee Emeritus
Employee Emeritus
Posts: 158
Registered: ‎01-04-2011

Re: Existing Customer can't switch from Freedom Essentials to Digital Voice?

Message 2 of 27
(7,396 Views)

Hello Carl,

Converting existing customers over to FDV was suspended until further notice and the product was restricted to new customers only.  Not all areas are FDV capable as well which may of lead to some of the confusion you ran in to.  If you would like I can check to see if you are located in a FDV capable location so that you will know if you have the option when we enable the ability to migrate existing  customers to FDV again? I will send you a private message to get your information.

 

Thank you

Mike_VZ
Verizon Support


Notice: Content posted by Verizon employees is meant to be informational and does not supersede or change the Verizon Forums User Guidelines or Terms of Service, or your Customer Agreement Terms and Conditions or Plan.

ALarryR
Copper Contributor
Copper Contributor
Posts: 16
Registered: ‎05-10-2011

Re: Existing Customer can't switch from Freedom Essentials to Digital Voice?

Message 3 of 27
(7,362 Views)

I am in the same situation with respect to switching from Freedom Essentials to Digital Voice.  Would you mind checking my capability as well?

DDRZ
Contributor
Contributor
Posts: 3
Registered: ‎05-23-2011

Re: Existing Customer can't switch from Freedom Essentials to Digital Voice?

Message 4 of 27
(7,275 Views)

I had FIOS installed today and do not have to pay early termination over the next 30 days.  I do not feel that the Digital Voice vs. Freedom Essentials was properly explained(I certainly understand the difference now), and have not been successful in having it changed from Freedom Essentials to Digital Voice in my conversations with many Verizon phone reps today. 

 

Can anybody here help, or must I exercise the leverage that I have over the next 30 days, which would be wasteful for Verizon and myself?

felinde
Contributor
Contributor
Posts: 1
Registered: ‎06-15-2011

Re: Existing Customer can't switch from Freedom Essentials to Digital Voice?

Message 5 of 27
(7,137 Views)

Can you check if I can upgrade to Digital Voice as well. I have been asking for over a year now.

I would be prepared to be double billed for a month if that is what it takes. Very frustrated..........

irwing
Copper Contributor
Copper Contributor
Posts: 6
Registered: ‎01-27-2011

Re: Existing Customer can't switch from Freedom Essentials to Digital Voice?

Message 6 of 27
(7,086 Views)

I ahve the same problem and am so frustrated I am about to switch my service to comcast.

I have FiOS and 2 lines on Freedom Essentials, my neighbors on both sides of me have Digital voice as new customers.

When I got FiOS a while ago they told me it wasn't available and now they tell me I can'nt convert over unless I switch to comcast and then come back to Verizon a year later.

 

I cant believe this, the Verizon customer service is non-existent and it appear to me that simply dont care about the customers and want them to leave.

 

lasagna
Gold Contributor VII Gold Contributor VII
Gold Contributor VII
Posts: 2,002
Registered: ‎05-27-2010

Re: Existing Customer can't switch from Freedom Essentials to Digital Voice?

Message 7 of 27
(7,063 Views)

I know that Verizon certainly wouldn't recommend it, but if your phone service is not part of your current package or your only on a month to month plan and you're comfortable with VoIP services, I would encourage you to shop around.  It's Verizon's competition in the phone service arena, but services like Vonage or Phonepower (the provide I happen to use) as well as a host of other are all out there which allow you to port your current number and are substantial cheaper than tradition phone service.

 

These are susceptible to internet outages and perormance -- so YMMV -- Verizon's POTS, FTTP, or DV are the most reliable in this spectrum compared to their competition, but it you understand and are comfortable with the risks, they are well worth consideration.

 

I've have VoIP services for over 5 years now (with different providers -- Vonage, SunPower -- which went bankrupt and I almost lost my number, and most recently PhonePower) but I pay less than $12/month for unlimited outbound calling anywhere in the US and 99% of the time I have excellent call quality and reiiability.

 

If you understand and are comfortable with the risks, I would urge you to consider such an option -- and drop your Verizon service but retain your FiOS Internet services -- which still, in my opinion -- are far superior to what cable has to offer.

 

Food for thought.

ALarryR
Copper Contributor
Copper Contributor
Posts: 16
Registered: ‎05-10-2011

Re: Existing Customer can't switch from Freedom Essentials to Digital Voice?

Message 8 of 27
(6,934 Views)

Mike_VZ, was wondering if there is any update to this issue?  I still cannot switch from Freedom Essentials to Digital Voice although other people in my building (in Manhattan) have Digital Voice.  Very frustrating situation.
Thanks, Larry

wekurtz74
Copper Contributor
Copper Contributor
Posts: 23
Registered: ‎03-23-2009

Re: Existing Customer can't switch from Freedom Essentials to Digital Voice?

Message 9 of 27
(6,930 Views)

Is there any update?  I am upset with the runaround I have been getting when trying to find out about this and other issues from CSRs in the sales area.  I was an early adopter of FiOS and have older router and ONT which do not support some of the current services available. I researched DV online and it says it is available in NJ where I am.  What makes it even worse is that I get a letter from Verizon telling me to call to review my account to make sure I have the proper services and then I am told when I call to basicly go to sit and spin.  I get the run around about upgrading my router to one which is capable of making use of things like remote DVR programing.  Do I have to disconnect my service and they reconnect in order to get the services?  This is awful treatment of current customers and for the first time ever I am considering making the jump to some other provider. 

JustaGuy
Bronze Contributor II
Bronze Contributor II
Posts: 81
Registered: ‎06-24-2010

Re: Existing Customer can't switch from Freedom Essentials to Digital Voice?

Message 10 of 27
(6,908 Views)

Mike-Vz said "Converting existing customers over to FDV was suspended until further notice and the product was restricted to new customers only. "

 

I know that digital Voice is available on my street because my next door neighbors on BOTH sides of me are NEW customers and received it. So availability is NOT an issue. So what is the issue exactly?

 

Why can't I and other existing customers get digital voice? What's the big secret?

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