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Returned Router "not received" by Verizon

Returned Router "not received" by Verizon

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Contributor Neil20
Contributor
Posts: 1
Registered: ‎07-20-2015
Message 1 of 2
(3,001 Views)

I've recently cancelled my Verizon TV and Internet service. I was sent shipping boxes to return all of my devices back to Verizon. Today I received an email from Verizon stating that I only returned the Set Top Box and not the router. I have images of the contents of the shipping box with all the devices prior to shipping. I also have the shipping receipt from UPS with the both the tracking number and weight of the box with contents. This seems to be a common issue and I'd like to have this resolved as soon as possible. Any help is appreciated.

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Moderator Moderator
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Posts: 9,127
Registered: ‎03-18-2013
Message 2 of 2
(2,993 Views)

Hi Neil20,

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 at the top of the middle column 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. The title of your post is the link. 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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