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Verizon sent a new settop box for no reason

Copper Contributor
Copper Contributor
Posts: 5
Registered: ‎05-17-2011

Verizon sent a new settop box for no reason

Message 1 of 3

I just received a new set-top box, identical to my current unit for no reason. I made a change to my TV service but it didn't require a new box.


Now, they want me to return it or be charged a monthly fee.. It cost $79 dollars to have them pick it up.


I live in NYC and it's a real hassle to drop off this heavy box at one of there (very few) service centers.


What gives? Why would then send me this unwanted box, and then, expect me to be responsible for returning it.?


Verizon FIOS has become as bad, or worse, than Time Warner Cable..


PS,I just used their spellcheck on this message and it wanted to replace FIOS with BIOS...HA HA losers.


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

Re: Verizon sent a new settop box for no reason

Message 2 of 3

Do you have any UPS stores? You can drop it off at any one of those, or Mail Boxes Etc. They will ship it back free of charge. Yea, I know it is a pain.


Is it exactly the same? Model and all. I know for some customers they have upgraded boxes and asked for the old one back when changing channel subscription content. Some of the older boxes will not receive a few of the channels.


Be sure to keep the copy of the tracking number, and on the inside of the new box there should be a return label you can place over top of the original shipping label. Keep the tracking number so you can track it to their warehouse, and insist on not paying for the extra box, and or receive a credit to your bill if they should try to charge you.


You may also witch to get write down any serial or cable card numbers on the box you are sending back. Perhaps take pictures of the box and numbers with a cell phone or digital camera. Just for your protection.

Silver Contributor III
Silver Contributor III
Posts: 380
Registered: ‎10-23-2008

Re: Verizon sent a new settop box for no reason

Message 3 of 3

If Verizon sent you an STB, it should have been delivered via a delivery service (they use UPS around here). Included in the paperwork should have been a return label that would allow you to drop it off at any UPS store, and the return shipping would be free.


If I were you, I would keep whichever STB and remote look to be in better condition, pack up the other one with any accessories they demand to have returned, and drop it off at whichever service delivered it. Make sure to get and keep some kind of confirmation number that the delivery service has received the box. Though I've never had any problems myself, I've heard a few horror stories about Verizon claiming to have never received the returned merchandise and trying to charge the customer for it. Better safe than sorry.


FYI - The reason that FIOS triggers the spell check is because it is spelled FiOS (Fiber Optic Services).

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