05-10-2012 03:56 PM - edited 05-10-2012 04:57 PM
I recently renewed/upgraded a 2 year deal and got the Ultimate triple play bundle. After 2 months I no longer needed all of the channels so wanted to switch back to Prime HD but wanted to upgrade the internet one tier.
I chatted with customer service who said no fee would apply to do it, so I did it, but noticed that the contract was renewed again and am back at 24 months.
I read elsewhere that as long as you keep a triple play bundle a fee doesnt apply, but I'm a bit worried after seeing that the months went back up to 24. The only thing I remember reading is a fee would allpy if I cancelled services.
Anyone know if I just screwed myself or if I'm ok?
Update: So after talking to another rep online come to find out there IS a fee if you change anything while under contract. Just not with extra services. Tip of the day. Never believe a word CS says.
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05-11-2012 05:50 AM
More to the story.
Originally the first rep. told me there would be no fee for changing my bundle. The 2nd rep after I noticed the contract was renewed said there was. They said I had 30 days to switch back and to call the retention department to do it and avoid the fee.I tried calling last night and was on hold for almost 2 hours with no answer.
Well I called Verizon this morning and chose a different option, got the local office within 5 minutes and the woman said whoever said there was a fee had no clue what they were talking about. She said yes my contract was renewed, but I didnt cancel any services so there is No early termination fee for simply changing a bundle.
I really wish the reps. would know their facts before telling customers false information.
05-14-2012 10:55 AM
We just re-newed and upgraded (tv channels/ faster internet) ourselves , and now thinking about reverting back to old tv plan but keeping the faster internet also . Iam still with-in the 30 day period so I should be fine ; but wondering if I do so if I'll loose the $250 gift card promo in the process ( I should'nt , but ya never know and will call to see what the rep's say ) .
Since we've had FIOS for (8+) years now , Ive somewhat asked this same question before (down-grading on contract) . I was always told after the 30days , you can always upgrade without penalty (makes pure sence) , but not downgrade without the penalty (keep in mind its been a few yrs since Ive asked this question)????
So in the end , I DO understand your frustration in the matter .
We'll see what happens with my account , on the down-grade within the 30days ; as I have the feeling my billing will be incorrect no matter what (from some past experiance) .
05-14-2012 01:20 PM
It really is a pain when you get several answers thats for sure. I asked yet another rep. about the situation and they to said there is no term fee unless you actually cancel services. They said you can switch plans whenever you want but it will extend and renew the contract and I even said, "So it doesnt matter that my contract went from x months back to 24?" and they said no, so that makes 3 saying theres no fees.
Even on the agreement it says, "Minimum term commitment of 24 months applies. If you cancel any of your services before completing your minimum term, an early termination fee will apply and you will no longer receive the bundle discount on any remaining services. 24-month plans are subject to an early termination fee of up to $230. I understand that once my bundled services are installed, I have a 30 day period to cancel without an early termination fee."
Even though I downgraded the tv plan I upgraded the internet so it was like an even switch and never cancelled anything. Nowhere in the agreement does it say a fee will apply if you switch bundles, just cancel but it is pourly written in my eyes, but I assume the reps who said there is no fee are correct. I guess when my new bil comes out I'll know.
I have no idea about the pre paid card. I waited until I got mine to change anything because I to didnt know how it would effect it.
05-15-2012 10:41 AM
Ok I got a call back from a CS rep. after I sent an email I sent a few days ago asking for someone to clarify everything.
Here are the quick facts to sum it up as she was very, very informative and she even looked over my account. Out of everyone who answered she was the most helpful.
As I pretty much said in the above post an early termination fee only applies if you cancel services prior to changing a bundle.
If you have a triple play bundle, as long as you keep a triple play bundle you can upgrade, downgrade etc. as often as you want which will extend/renew the contract, but no fee will apply.
If you have a triple play bundle and say you cancel the phone service then the fee would apply.
05-19-2012 01:48 AM
Thanks, that is the information I was curious about. I think though, that I might rather just take the hit of the service charge and cancel what's left rather than get stuck for another 24 months. I just don't think that is right that they are doing that.
05-19-2012 07:41 AM
Yea I agree. You should be able to change services as often as you want without having the contract renewed every time.