Ive had fios since 2010 and ive completed 3 contracts all with the same router and have never had to return the router after each contract ended or I closed services. Recently I closed services and while on the phone closing the account I explained to the rep that the router ownership was mine and she stated that was impossible and they never allowed the fios routers to not be returned. I explained to her that I had the original terms of service agreement that stated from 2010 that specifically says after 1 year of service you dont need to return it but she refused to believe me. I asked her why I had never been instructed to return the router if that was the case the other two times ive closed my account in the past she had no response other than repeating we never let anyone keep the routers. What really **bleep** me off more than anything and why I am posting here today is while on the phone she actually changed the router ownership on my account after I told her to look at the router ownership on my account page that clearly showed I was the owner of the router.
From the terms of service in 2010,
"With respect to the Router only, if your Service is terminated for any reason prior to the first twelve (12) months of Service, you will be required to return the Router to us and failure to do so will result in an Equipment charge"
"You acknowledge and agree that, except with respect to the Router, at all times ownership of the Equipment shall remain with Verizon Internet Services Inc. and/or its Affiliates and that these Terms of Service allow you to use Equipment owned or provided by Verizon Internet Services Inc., Verizon and/or any Affiliates only in connection with your receipt and use of the Service."
Shaddy stuff right?
Why do you want to keep it? Usually the router is verizon's unless you buy it. If it is an old router they might not want it back anyway because they will not reuse it.
I will answer one part of your questions with this analogy comparison.
When you sign up for wireless cellphone contract they sometimes will offer a "free" phone with a two year contract, after the contract is over you are entitled to keep the phone.
Regardless of that analogy the terms of service from the period the router was assigned to me is indisputable.
Why do I need the router you asked? Could it be used as a normal wireless router at my home? Perhaps I will use it for fios in the future?
The why is not important whatsoever, the bottom line is the Verizon rep is hijacking the router back by threatening me with a huge fee if i don't return it when my obligation has been filled and ownership is rightfully mine.
Came accross this will researching a specific issue and just had to reply, albiet well after the fact... Have dealt with issues from both sides of the service. Just for FYI.
http://www.verizon.com/ForYourHome/Includes/FiosTVTosText.htm
(b) Termination of Service. You or Verizon may terminate the Service at any time and for any reason. Termination by you will be effective upon your notice to Verizon. Installation or setup fees paid at the initiation of the Service, if any, are not refundable. Additionally, within thirty (30) days of the termination, you agree to return all Equipment owned and/or provided by Verizon Internet Services Inc. and/or any Affiliates; failure to do so may result in a replacement equipment charge that may be substantial. With respect to the Router only, if your Service is terminated for any reason prior to the first twelve (12) months of Service, you will be required to return the Router to us and failure to do so will result in an Equipment charge .We will provide you with a pre-paid mailing label and instructions for the return of the Router. After twelve months of Service you may keep the Router if your Service terminates. Termination by Verizon shall be effective upon notice to you by Verizon. Upon termination for any reason, you will be responsible for payment of all outstanding account balances and Equipment fees accrued through the date of termination.
The same TOS is appled to all residential subscriptions...
keep in mind that some support personnel may be new and in need of additional training and/or re-education. If ever confronted with what you feel is incorrect information from Verizon support personnel, esclate the call to a supervisor.
Yep thats TOS from 2010 that clearly states you can keep the router after 12 months of service.
I believe I did speak with a supervisor who would not budge.
The newer TOS from 2012 and up are different in terms of the router.
I had the same issue. At the end the CS said she'll note it on my account but if accounting refuses to acknowledge it there's nothing she can do about it. After thinking about it for a bit I decided to send it back to them. Wasn't worth the hassle on a old G router.
I just recently re-signed with them and instead of using the MOCA (coax) I had the installer run an ethernet line from the ONT. So I no longer need their modem to use FIOS. I don't have TV or phone (and don't plan to) so only having an ethernet line is all I need.
I had a similar experience when I called the 2nd time. The rep basically said the same thing yours did, note it on the account and good luck! I am still going to fight this, its not about the router anymore its the principal of the matter. Each retentions rep I spoke to as soon as they found out I had closed services they were rude and combative with me would cut me off constantly trying to relay the TOS. I was never rude or disrespectful they simply were not interested in assisting an ex customer as im sure they get some type of commission/bonus when they convince customers to stay or upgrade services.
That is pretty slick concerning the Ethernet cable vs the Coax, how did you get an installer to come out if your house is already wired for fios? An option during the checkout stages when ordering new service?
I have been a Verizon FiOS customer for (3) years w/original equipment that was installed and this is an issue that will affect my decision to upgrade to Verizon's Wireless "N" router.
Per Verizon:
"With respect to the Router only, if your Service is terminated for any reason prior to the first twelve (12) months of Service, you will be required to return the Router to us and failure to do so will result in an Equipment charge .We will provide you with a pre-paid mailing label and instructions for the return of the Router. After twelve months of Service you may keep the Router if your Service terminates."
I do not plan to terminate, but instead upgrade my service with Verizon, purchase a Wireless N router and replace my DVR with their new VMS 1100 media server and (1) IPC 1100 client.
I'd like to keep the Actiontec b/g router and set up a wireless bridge between the routers.
There is a FiOS retail outlet in my area but even their representatives are under the impression I have to return my old router to upgrade to the wireless N device.
It would help tremendously if Verizon would clarify their position regarding this equipment.
A wireless b/g router has no residual value at this point other than for a home networking hobbyist like myself.
"Yep thats TOS from 2010 that clearly states you can keep the router after 12 months of service.
I believe I did speak with a supervisor who would not budge.
The newer TOS from 2012 and up are different in terms of the router."
Agreed. So is Verizon bound to honor the original TOS for subscribers still using the original equipment? My contract expired more than a year ago and I'm currently a month-to-month customer.
@fishystuff wrote:That is pretty slick concerning the Ethernet cable vs the Coax, how did you get an installer to come out if your house is already wired for fios? An option during the checkout stages when ordering new service?
You can do it over the phone. Just call customer service and get to fios tech support and they will do it while you are on the phone. Takes about 1/4 hour.
My ONT was only run with a coax or I'd jump all over the opportunity to use my own router. Good to know though next time I sign up I will request an ethernet line to be run.
Start a new topic or ask questions in the open forum.
