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FIOS Internet/home phone charges

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Roger53
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Contributor
Posts: 2
Registered: ‎12-02-2008

FIOS Internet/home phone charges

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I have had a standard installation (copper) for many years for home phone.  About four years ago, I added DSL service.  In Spring 2008, the line would go dead when a T-storm came through.  It remained dead for a couple of hours, then would work again.  The pattern followed -- warm, humid times would mean lack of service, both DSL and phone.

 

I ordered FIOS.  I understood the FIOS install would support both the home phone, and Internet.  The install was completed, the copper wires disconnected.  The servcie disruption ended after the FIOS installation.

 

Now, I am getting a bill for home phone + wireless (not pertinent for this discussion), and a separate bill for FIOS.  However, the basic charges (standard home phone) remain on the primary bill.  The FIOS bill is $52/mo.  I thought the FIOS Internet and DSL were to be about the same price.  When the first bill came for $52 on FIOS, I thought this included BOTH the Internet and home phone services.  However, the "basic charge" remains on the primary bill.

 

Now, it appears that I am paying for home phone twice, once as part of the FIOS, once as part of the standard home phone (which I thought was removed when the copper was disconnected).  

 

What can I do about this?

6 REPLIES 6
Roger53
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Posts: 2
Registered: ‎12-02-2008

Re: FIOS Internet/home phone charges

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I should have added in the previous post that TV service is not part of any Verizon package.
TimSykes
Gold Contributor III
Gold Contributor III
Posts: 1,059
Registered: ‎10-21-2008

Re: FIOS Internet/home phone charges

Message 3 of 7
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Call 1-888-553-1555 and talk to the billing department. I had a lot of billing issues when I signed up, it took hours on the phone to get it right. You want to make sure they have in there system that you are a bundled customer, and that everything is on one bill. This may just be a issue of a partial monthly bill. Because fios was not installed on your bill date, they may overlap. If that is the case you should get a credit on the next months bill. But if I was you call billing and make sure everything is set correct, and ask for a paper bill, and go over it. 
Beaver
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Posts: 5
Registered: ‎12-03-2008

Re: FIOS Internet/home phone charges

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Roger

 

Best of Luck to you.  I had the exact same problem and it took about 4 months to resolve.  The best part is, one of the Verizon billing folks told me not to pay the bill because "they were aware of it and working on the problem" then they turned me over for collection.

 

Then when I was so fed up I asked to cancel the service all together, they said I would have to pay an early cancelation fee.  Go figure.

veriznmAnApAlyy
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Posts: 2
Registered: ‎07-15-2009

Re: FIOS Internet/home phone charges

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Back in early 2007 or 2008 I had Verizon FIOS service installed after the installer told me they were upgrading the internet service and the FIOS would be better then DSL.  It was, but the price.  I never asked for the FIOS service, they just came to my house and told me it was being installed due to upgrades. 

 

As a year went by, I noticed that Verizon never billed me for the $29.99 they had on their invoice when they installed my FIOS instead they bill me for $42.99.  I never bothered to complain because I did not find the invoice till after a year.  So beware, don't lose your invoice.  I also canceled the phone service.

 

Now sometime in May of 2009, my wife decided to pay the bill over the net, so she called Verizon and told them that we wanted to pay the bill over the internet.  Well, well, well.  The next bill I got was a increase in my internet service and a charge for no phone service.  The bill for the internet was $47.99 with a $4.00, what Verizon called no phoneline charge, or something close to that.  When I called them up to ask what happened, they told me that was the charge now.  They upgraded their record for my service and that is the charge now unless I sign a contract with them for a year and the charge will be $49.99 for the internet and there will be no $4.00 charge for the no phone service.

 

So Verizon is charging me $4.00 extra for something I am not using.  That is like them charging you "texting" for you cell phone when you don't use it.  I cut the Verizon phone service (at least $26.99 for local calls only)  due to I am using another phone service because it is a lot cheaper, almost free if you buy their machine.

 

I filed with FCC on the extra charges to my bill, Verizon had someone from their complaint department called me.  He told me that Verizon is still sticking with the charges unless I sign a contract with them and they will lower it to $49.99, not the $51.99, but a whopping saving of two dollars.  So it does not look like Verizon is willing to serve its customers, forget the commercial on TV.

 

Come on ATt, start a competition with Verizon.

-Andrew-
Copper Contributor
Copper Contributor
Posts: 7
Registered: ‎07-16-2009

Re: FIOS Internet/home phone charges

Message 6 of 7
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You are not the only one have this type of service and issue. I experience the same problem and I don't know how long it will take to solve it. I'll keep track of all my information and file complain with BBB.

This is another link similar to your problem: http://forums.verizon.com/vrzn/board/message?board.id=FiOS_Internet&thread.id=3741

prisaz
Platinum Contributor III
Platinum Contributor III
Posts: 6,820
Registered: ‎08-23-2008

Re: FIOS Internet/home phone charges

Message 7 of 7
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Well it's like this. If you don't have an agreeement anyone can raise their prices. Any changes to the account or something that can bring attention to an improperly billed account can cause it to be corrected. Depending on your service, all service charges have changed in the past month. Some services tiers are no longer available, and if you have no aggreement you can expect to pay more. Don't get me wrong, I have also had some issues with the billing department, but I have also always had some type of agreement. If you are on a month by month account, expect to see every change. You have been lucky things have been fairly stable with the pricing.

 

Also FIOS has never been $29.99 to the best of my knowledge. If you did not notice the charges when the first bill came after the switch from DSL to FIOS, there is not much you can say. I also switched from Verizon DSL to FIOS and expected to pay more. Now I thought I had heard from a couple of people that areas serviced by FIOS would no longer have DSL available. If that was the case they may have cut you a deal for a period of time.

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