We just got our first bill for fios internet in our new home, to which we moved less than 30 days ago, and to our surprise it included a $99 installation fee.
Since this is a new address that Verizon does not have in it's online forms yet, we were not able to request the service move online and had to call. On the call, we were promised that there will be no initial or installation fee and even if the fee shows up on the order form, it will be waived. This seemed strange, so we double checked by asking one more time and got a very specific answer, that the fee will definitely be waived, because we are Verizon customer for more than 2 year.
And now, when we brought this situation up with the call center, we were told that there is no such note in the order form and that Verizon does not have any policy about waving installation fees like this.
Does anyone have any similar experience? Do you guys thing it's worth canceling (withing the 30 days satisfaction guarantee period) and sign up again?
I don't know the specifics of Verizon's policy, but, I would try to have reps Email documentation outlining terms so a paper trail would exist.
Hi summer1896,
Your issue has been escalated to a Verizon agent. Please check your Private Messenger Inbox for a message from a Verizon Support agent. You can find your Inbox by clicking on your username at the top right corner of this page and then clicking the envelope icon that appears at the top of the menu. Response times may vary. Please continue to check your Inbox for a reply from a Verizon agent. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.
Start a new topic or ask questions in the open forum.
