Accessibility Resource Center Skip to main content
Have a phone you love? Get up to $500 when you bring your phone.

Personal Router Equipment Missing

Posts: 1
Registered: ‎11-26-2017

Personal Router Equipment Missing

Message 1 of 2

We just switched from COMCAST to Fios and have had major problems. We bought our own router, a technician come to hook up our service and after being asked to hook up our router and make sure we did not get billed, he hooked up the Verizon router and we are being billed.


I am not accusing anyone, but all traces of our router are gone - router, box, and serial number. Fios confirmed we are using their router but don't seem concerned that ours was in their technician's hands and now nowhere to be found. We sent them proof of having bought our own router, which they don't dispute.


Multiple contacts with multiple customer service representatives were fruitless. I have spoken to more than 6 people, invested countless hours in trying to fix this, and received a router bill today!



Moderator Moderator
Posts: 297
Registered: ‎02-13-2017

Re: Personal Router Equipment Missing

Message 2 of 2

Hi Jin,

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.

How-To Videos
The following videos were produced by users like you!
Videos are subject to the Verizon Fios Community Terms of Service and User Guidelines and contains content that is not created by Verizon.
Have a spare Fios-G1100?Learn how to bridge it into your network
Get Started


Browse Categories

Verizon Troubleshooters
Unable to find your answer here? Try searching Verizon Troubleshooters for more options.
Modal Dialogue Title