2 year customer here. Verizon won't let me switch to 50/50 plan, "For new customers only"?

[rickabel1975]

So I am a loyal 2 year customer and have enjoyed Fios since I signed up. I got a flyer in the mail about their 50/50 plan and went in to my local Verizon Wireless shop today. I told them I was on the Double Play plan but really liked the great pricing for the 50/50 plan and wished to switch to it. I was told that was for "new" customers only. Excuse me? New customers have access to this plan but not your loyal, long time customers?

Needless to say, I am very upset. The guy who helped me did offer to knock the price down on my current bill but the whole reason I want to change is that we have found we don't use the TV portion of our plan that much and it is essentially a waste of my money. I really don't understand why this plan is available to new customers but not loyal, established ones. I am not even asking for some crazy deal or discount, just something that is already being offered. I have not renewed my plan for Fios yet and so am now paying even more than I have been because it has expired, which is fine. I get that.

But one would think they would want to retain a loyal customer, especially considering such a simple request. If there are any Fios reps or admins that could contact me here and open a support ticket or escalate this, I would appreciate it. I am not trying to come off as a jerk, I just really like Fios and want to keep the service, but not if I can't be extended the same treatment and courtesy as other Verizon customers. I would hate to have to find a new provider as it is an unnecessary hassle.

[CRobGauth]

There may have been confusion. Typically any deals you get in mail or see in ads are only for new customers.

But if you are not under contract, you should be able to drop TV service.

[_dot]

CRobGauth, do you think he (or she) will  be able to get 50/50 internet , while dropping the tv portion of his service, just that any perks on his flyer  or new customer rates probably wouldn't  apply, although he should check online (best) or call in to see what deals may be offered?

[CRobGauth]

I would think so.

But I am not sure you can totally drop TV service online.
Probably best to call.

Be prepared for it to be higher than what you pay today for Internet and phone as you get a bundle discount.

[db909]

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@richardabel1975 wrote:

So I am a loyal 2 year customer

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Loyal?  What is an unloyal customer, one that does not pay her/his bills?  They terminate service if you don't pay your bill and you then would be an ex-customer, so by defintion all customers are "loyal".

FIOS like most ISPs and cell phone companies will cut you a good deal to get you in the door.  Once in, no more good deals.   FIOS did not invent this marketing strategy. 

I had FIOS on a new customer rate, dropped to go to cable when they raised my rates, and am now back as a "new" customer.

[CRobGauth]

Sometimes when you call to cancel, they will switch you over to retention department that will try and give you a deal good enough to stay.

[rickabel1975]

I should clarify a little bit. I said that I found we weren't using the TV portion of our plan very much, however I didn't mean to imply that we meant to drop it completely. I simply want to be able to switch to the 50/50 plan for the faster internet while being given the option to choose one of the offered premium channels as advertised. Someone commented that I should expect my rate to increase if I drop the TV portion, but if they gave me the 50/50 plan that wouldn't be the case anyway. I just want the faster internet with the ability to still watch local channels plus the one premium channel (probably HBO in my case because I am a GoT fan). I wouldn't be dropping any services, I am simply asking to be moved to the better plan. And it's a shame that it's being offered only to "new" customers and not current ones. Apparently my use of the word "loyal" confused a few folks, so instead I will go with being an "established" customer. That said, why is this offered to new customers but not established, existing ones? If I have to I will cancel my service, then sign up again as a "new" customer but I shouldn't have to be forced to use a loophole like that just to get something that is ALREADY being offered to Fios customers. It's not like I am asking for some crazy, special treatment. That is no way to treat your customers.

[viafax999]

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@richardabel1975 wrote:

 That said, why is this offered to new customers but not established, existing ones? If I have to I will cancel my service, then sign up again as a "new" customer but I shouldn't have to be forced to use a loophole like that just to get something that is ALREADY being offered to Fios customers. It's not like I am asking for some crazy, special treatment. That is no way to treat your customers.

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Because that is the way they get new customers.  I doubt they will give you the new customer rate if you cancel your currect service and immediately turn around and try to sign up again as a new customer.  You're more likely to have to go to a different carrier as a new customer for the 1 or 2 year plan that they are offering and then you could cancel that service and come back to Verizon as a new customer.

As for the crazy, special treatment I would see that you are most certainly asking for that as the terms of the offer specifically say new customers ONLY.

[CRobGauth]

And that is common among service providers.

Most cable companies as well as cell providers give new customers a better rate than existing.

[_dot]

you know, if the only person you checked with was an employee at a wireless store, and us, maybe you could call verizon  or check online in your "my verizon" renew and upgrade pages....from reading these forums, it is obvious that you can get different answers from different verizon employees....CRobGauth , could you check on the availability of the 50/50 speed tier for his area? regardless of price?  oooh , that reminds me....since best deals are online, if you ever have trouble signing up for one of those online deals,  you can call in and have them help you sign up online...as opposed to having them sign you up, which costs more! oh come on spellchecker! "online" IS a word