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Posts: 1
Registered: ‎10-23-2017


Message 1 of 3

I was told that if I 'self-installed' my residential internet service, then I would not be charged the $99 install fee.  I have been charged and am trying to get this charge refunded.  I have called the Verizon service line and been left on hold forever.  (I think one time over an hour.  I called just before 5pm EST..)

I tried the virtual assistant which was no help.

Does anyone have a contact phone number to talk to a person who can help, or have any other recommendations besides cancelling my service?

Platinum Contributor III
Platinum Contributor III
Posts: 5,320
Registered: ‎10-18-2016

Re: refund

Message 2 of 3

Follow the instructions in the terms of service.


please note the email confirmation would have stated $0 for installation under your service. Install date, speed, other services, customer service number. Etc.


verizon Fios has a 30 day total satisfaction guarantee. A simple call to 1-800-VERIZON and select the cancel service option will get you a representative who in order to save the account will credit out that install fee. Yes I know you don’t want to quit but a threat of it will be enough under that 30 day guarantee.


Good Luck


Moderator Moderator
Posts: 12,073
Registered: ‎03-18-2013

Re: refund

Message 3 of 3

Hi frustratedalso1,

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 scroll down the page to an area titled "My Support Cases". You can reach your profile page by clicking on your name located above your post, or at the top right of this page.

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, you may subscribe to the case. At the top right of your support case there is a gear icon which provides a drop down menu with support case options. Click that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

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