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Posts: 2
Registered: ‎01-10-2020

FIOS Renewal/Upgrade: Beware What You are Told in Chat


The time came to renew my plan and I decided to upgrade to FIOS One.  Having gone through the renewal from the dark underworld 2 years ago (that took 4 months to straighten out), I initiated chat to make sure everyone was one the same page.


I requested the update to FIOS One but also argued the upgrade fee given this is my fourth renewal.  Long story short, the CSR indicated she had cut the upgrade fee in half to only $25.00.  I asked several questions, reiterated my request and she happily told me all was set.  She sent me the proposed order and everything looked correct so I agreed to the order.


Two days later I get the new "box" only to see that it was simply the same box I already had.  When questioned in a second chat (different rep), the second rep indicated that the first rep had simply removed the upgrade fee and that the $25.00 I was actually seeing was the shipping and handling fee.  When I questioned why there was no indication (on the new order) of the FIOS One box, the second rep indicated the "Equipment Upgrade Fee" WAS the indication of the new box.


So, end of story, I ended up having to pay not only the full upgrade fee, but an added $25.00 shipping and handling fee in order to get the FIOS One box I had originally requested; the second rep absolutely refused to credit the new shipping fee.  


Verizon needs to do a MUCH better job at piecing out the order information.  What is so hard about adding the equipment being upgraded to so someone can actually see and verify the contents of the order?  Had I been able to view that I would have caught the error the first time instead of having to waste time and money fixing the order I was originally supposed to receive.


As an aside, there is also very little info contained with the FIOS One box...a quick visual "how-to" on how to connect and a diagram of the remote and that was it.  



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