Had slow speeds since moving to my home. Couldn't be resolved remotely so technician was scheduled. Was warned that there might be a fee when I accepted but reassured the technician would let me know. Technician comes and suggested changing ont. Did not say it would cost anything. Got $99 fee added to my bill. Spent over 3 hours with customer (un)support. Was told the few was not for the ONT but for in home service? Vague terms no details when asked. Noticed that many others have reported it on here and social media. I also reported it to the FCC. Shameful scam. Shame on you Verizon. I have been a customer many times over the years but I'm not looking back after this.
Sorry for the frustration. The $99 tech visit for upgrading the ONT cannot be waived unfortunately.
Welcome to the forums. You're talking to other customers here.
I certainly understand your frustration, as their communication wasn't consistent. I can't comment on if the charge is valid or not, as that's up to Verizon. What I can do is provide you with better methods of contacting Verizon than phone support. Verizon has a social media support team that might help with this, you can reach them by tweeting @Verizonsupport or posting over in https://www.dslreports.com/forum/vzdirect
If you want to escalate further, you can reach out to the office of their Executive VP of their Consumer Group, Ronan Dunne. His office can be helpful when the normal support channels aren't resolving issues. Here's the online contact form:
https://www.verizon.com/about/our-company/leader/contact/916673
If you'd like more opinions from other users about your situation, let us know if your speed was upgraded or if it was your ONT was replaced with exactly the same model.
Start a new topic or ask questions in the open forum.
