FiOS Internet Activation fee NOT Waived - New Customer

Until Apr-2015, 2014 we were using residential services of a competitor ISP and experienced very poor customer service and many hidden billing charges. We had to live with it because our apartment doesn't have the setup for other service providers. So we decided to switch to a different provider once the lease ended and we chose Verizon because of its exceptional Internet sped and Quuality customer service. On 07/09/2015 I placed an order Verizon FiOS for my new apartment and was exceited! The order was palced through a local FiOS agent and I chose the FiOS double pay (50/50 package). Over the phone I was very specific to ask for any hidden charges and the agent mentioned no hidden charges and I would be paying the Bundle price plus rent for router and set-top-box. I also checked if there would be any installation or activation and the Agent did mention that it will all be waived for 'New-Customers'. To double confirm, I called up the verizon customer service the same day and they mentioned the same. Thinking it was hassle-free, I requested my agent to place an order. When I received my first bill, I found a charge of $69.99 for FiOS Internet Activation Fee split into 3 months with first installment of $23.33. I assumed it could be an error or usual routine and hoped it would be waived if I call up and request (like the competitor). I reached out to an agent via chat initially and explained the situation. To my surprise I was told that there are 'no notes in the order mentioning the activation fee will be waived, so it cannot be honored'. Surpsied and shocked, I called up the customer service and mentioned the same story again. This time the answer was 'We never mentioned this will be waived and have never waived for any customers. Like others, this charge has to be paid'. I insisted that the local agent and the customer service agent I spoke on 07/09/2015 did mention that the activation fee would be waived. It is also clearly mentioned here that activatoin fee will be waived for Double-Pay (See attached image and link below http://www.verizon.com/home/bundles/fios) I am very disappointed and just tired of making phone calls and debating with custoomer service. The only reason I switched to verizon was there is a lot of transparency, no surprises and BEST CUSTOMER SATISFACTION. And I wouldn't ask for something I am not entitled to or promised initially. And, If this is what I am going to experience with Verizon to get this waiver or any other reason, I could very well manage to stay with the competitior so there are no disappointments :-(. I am hereby requesting the team to validate this and give a better solution for a new-customer who switched services to Verizon and willing to continue for a longer duration.

Hi Sriniragav,
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 look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
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, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

Similar Messages

Activation Fee Not Waived, Confirmation Email Said it Would Be

I just switched to Verizon from AT&T due to network issues and wanting to take advantage of the new $60 Single Line plan. I ordered my device from Verizon's website and got my order confirmation email, it reads:
Plan Details
Voice: 2 GB Data Unlimited Talk & Text – $60.00
One-time Activation Fee:                       FREE -
(charge and credit appears on first bill)
I just got my first bill and it says "Cellular Service - Activation $35.00", there was no credit on the bill for $35.00.
I'm wondering if the order confirmation was accurate or due to my ordering issues, activation issues, getting my plan rebuilt incorrectly by a CSR (They rebuilt it to a $90 More Everything plan by accident), getting a new number issued to my SIM to solve activation issues, or getting my plan adjusted to the Single Line plan caused the Free activation to be lost, or there if was a billing issue.

    DJBlizz525,
We're happy to have you on the Verizon network! I'm sorry to hear of the troubles regarding your activation. Waived activation fees take a bill cycle or two to be adjusted. We can certainly review you account and see if we see that in the works. I willl follow you and send you a Private Message. We'll take a look! Thanks for your patience
TrevorC_VZW
Follow us on Twitter @VZWSupport

Verizon FiOS Early Termination Fee and Very Poor Customer Service

I posted this as a reply to an earlier thread... but think it deserves a little more attention.... please read. Thank you.
Re: Verizon FiOS Early Termination Fee -- Salesman AND Manager lied
‎08-09-201402:03 PM
This is one organization that I will never do business with agan. You live and learn these days!! They are insisting on charging me the early termination fee of $110.00 even though Verizon DOES NOT offer service in the area I am moving to this August. My conversation with them today started like this:........ I asked if they had service at my new residential address. They indicating they did not and then I was immediately transferred to their "disconnect" department. In this "disconnect" department..... I was told I would have to pay that termination fee anyway regardless of the fact that Verizon does not offer service in that area. This was stated per someone named "Jay" representing Verizon.... This Jay would NOT even consider waiving the termination fee at all... so I asked to speak with his supervisor and got some complete jackass named Freddy who also tells me I must take the HD Set Top boxes to a "corporate" UPS location and that they will not waive my termination fee just because?? So I asked for his last name... which he did not give me... but did give what he said was his employee ID number. ( who really knows if that was a legitimate ID number anyway) So why is it that they would not be willing to waive the fee?? For me ...it is simple to explain..... Because I complained about it.... that is why!! Verizon is very wrong here and this "Freddy" character should be immediately fired. The company's customer service does need an immediate overhaul.... and this Freddy guy is playing with the good name of what once was a very reputable company. However... now.... because Verizon have no legimate process for immediate or quick complaint resolutions, they are quickly becoming a company that many people do not want to do business with anymore. I had a similar experience with Verizon Wireless as well; when I cancelled their service earlier this year..... It is not that the fee that bugs me so much.... even though it makes little sense......It is Verizon's lack of professional customer service and the questionable ethics of many of this company's representatives that has left such a distaste that I will never do business with them anymore. Just my 2 cents... for what it might be worth.

I have also had horrible service with Verizon customer service and their ETF. I moved to a new area that Verizon fios does not cover. When I moved into the new house a few weeks ago, I attempted to cancel their service, but I was told I had to keep it until my phone number was ported to Charter. I called Verizon to cancel my internet/Fios TV only and they said it would be taken care of.
Charter sent a request to them on 11/24/14 to port my phone number and Verizon denied the request a week later. I initially thought it was Charter messing up the port but come to find out, it was Verizon. I called Verizon on 12/08/14 and I was told they denied the port due to an "outstanding" bill. Well that bill was for the month in advance, which doesn't make sense because I had already canceled the service. So they were charging me for the phone, internet, and TV at an empty house. Verizon made me pay the bill so I could get my phone number ported. I paid the fee and they said the the number was ready to be ported. On 12/10/14 I received a call from Charter saying Verizon denied the port AGAIN!!!. So I called Verizon and according to them, Charter never requested the number. That doesn't make sense because I’m sure Charter is doing everything they can because they aren't being paid until that number gets ported over.
I asked the Verizon agents to give me something in writing so I could put it back on Charter but they refused to do so. (Charter gave me written proof documenting Verizon denying the port, so I know Verizon was lying.) So after dealing with Verizon and their laziness I canceled my phone number, which will cause me a lot of heartache in the future. The agent then asked if I was canceling the FIOS TV and Internet. I told him it should have already been canceled, but it wasn't. So they said it will cancel today after they already took my money for the month.
I asked to speak to a supervisor and they agent said, "Why, she wont be able to do anything." I asked him again and he finally agreed to transfer me over. After a 10 minute wait a lady named Karyn I believe, answered the phone. I explained to her how my phone number was not being ported and she said "We don’t block a port, Charter must have messed it up.” I asked her for written documentation and she refused to provide me with anything. I explained to her the reason why I had to move into a new house, due to work and my safety and she said, “Well if your military I could help you but I’m sorry I cant.” She said the only way to get out of paying for the ETF, is if I was deployed over seas fighting a war. Then she said if someone were to die, she could waive the fee...thats ridiculous.
I asked her if I was going to have to pay for the past few weeks of my service, even though I tried to cancel it and they held up my order and she said, “Ill credit you $11.00.” Thats nothing when my bill is $150.00 a month. She did nothing to help even though Verizon dropped the ball on this. Over all I am very disgusted with the employees and supervision with Verizon and I will most likely never to business with them again, unless they admit their mistakes and make it right. I have given them thousands of dollars and hours of my time and this is how they repay you. Oh and by the way, they want me to drive down to the UPS store and return their boxes for them. So they can inconvenience me further.

FiOS TV: First Impressions of a New Customer

I’ve been a DirecTV customer for about 10 years. D* has been my primary provider except for 2 years when Dish Network was. I had switched to E* because D* had something like 12 HD channels while E* had the VOOM Network channels. I dropped E* like a hot potato when they dropped VOOM, and D* took the lead in HD content.
I’ve had DVRs for the past 10 years. I have a 55” Hitachi plasma HDTV, as well as HD DVD and Blu-ray players. So basically, I’m a well-educated consumer with lots of grounds for comparison.
I just had FiOS installed over the weekend. I switched for 3 reasons: to save money, get more HD content, and to get better HD quality. Here’s how I think that FiOS TV measures up to D* and E*:
HD Quality: D* and E* both have very good HD quality, E* probably a little better than D*. FiOS is better than both though; it simply has the best HDTV picture that I have seen – the colors are more vivid and the picture sharper. It is very near Blu-ray quality. It’s beautiful, really.
HD Content: I’m a big fan of premium movie channels; yes, good old fashioned linear movie channels. I use NetFlix too but sometimes I just want to channel surf. As I write this I’m watching “Shooter” with Mark Wahlberg. I never would have rented this movie, or watched it on demand, but it’s pretty good.
Including East and West Coast feeds, FiOS has 42 HD premium movie channels compared to 15 on D*, and for just $30/month. There’s no comparison really.
Pricing: Bundling my phone, Internet and TV with FiOS will save me $90/month for the first 3 months and $50/month for 9 months after that, for a total savings of approximately $720. Plus my Internet speed went from 3 mbps with DSL to 20 mbps with FiOS.
DVR: The best DVR that I’ve had was an UltimateTV DirecTV receiver that I bought 10 years ago – that box rocked, it had PIP, a great guide, and it was very responsive.
When I upgraded to HD I got the original DirecTivo – {please keep your posts courteous} No PIP, a super-slow guide, no video or audio when viewing the guide or menus, etc. This crappy D* HD DVR was part of my motivation for switching to E*.
Dish Network’s DVR was very good, almost as good as UltimateTV. It had PIP, a true 16:9 guide, and was easily extendable via a USB hard drive.
When I went back to D* I upgraded to their HR2* series DVR and it was pretty good, much better than the old DirecTivo. It had a big hard drive. The guide was OK, 4:3 stretched to 16:9. It was hard to change Favorite lists though. It was also a little sluggish, and it didn’t have PIP.
The best thing about FiOS’s DVR is that it is very responsive; when changing channels, the channels come up quickly. The DVR controls are also quick. I like the idea of the guide – different colors for different types of shows (red for movies, green for sports, etc.) but the non-stretched 4:3 aspect ratio is TERRIBLE; I don’t need a true 16:9 guide but at least stretch the 4:3 guide to 16:9!
The hard drive is tiny – only 20 hours of HD content. However, I’ve seen rumors on the Internet that Verizon will be adding external hard drive support in ’09.
No PIP currently but the box has DLB and technically will support PIP; Verizon just has to do the work on the software side. And they should!
Installation: The install went OK. The installer was an older guy and he was very good. The only bummer was that when another contractor previously ran the fiber to my house he cut it for some reason. So the installer had to call in his boss to splice it. I don’t know if this affects the quality or not but it freaks me out a little bit.
Customer service: Poor so far. I was supposed to have the Extreme HD package but only had the Essentials package when the box was activated. I had to talk to literally a dozen people before I got to someone who could actually help me. With D* and E* I usually got someone who could help right away, and they could push the signal immediately. With FiOS, it took hours to upgrade the service.
Every system has its warts and FiOS has a few. However, all in all FiOS seems like a darn good deal! IMHO, it’s a keeper!
Message Edited by KaLin on 12-15-2008 10:35 PM

Welcome to the forums!
I had DirecTV before I made the switch to Fios. We had plenty of issues with DirecTV that made my wife and I so frustrated that we had to switch to something else. DTVs hardware was a joke and we would always lose our satellite signal during your average rain shower, even though our sat signal always showed high 90s during clear days. Their DVRs were the worse and we found ourselves resetting them several times a week just because they frequently locked up or started behaving strangely.
Fios definitely has their issues, especially their DVR. I'm crossing my fingers that most of their issues will be resolved with this upcoming major firmware release. You should report back to us in a month and give us an update on your impressions after having Fios for a while.

Activation Fee Waiver

Has anyone else experienced this? You are promised the activation fee waiver and they don't apply it to your bill and make you call in to get it. But when you do, your told that it wasn't noted on your account, so the best they could offer was half the credit?
Below was my experience: Please share comment if you have experienced this and how you go it resolved. I am at my wits end!!
I recently switched to Verizon Wireless after 13 Years with T-Mobile. I am very much regretting that decision with my recent experience with Verizon Wireless. As a part switching my service, one of the reps that I spoke with told me that they would wave my activation fee as part of my deal to switch over to VERIZON WIRELESS. I had not yet received my first bill, so I went online to your website so I could view my bill. That is when I noticed that the activation fee was showing on my bill. My first step was to speak with your agent via live chat. He submitted the request for me and told me I needed to call in to approve the request. When I called in, I spoke with a rep, (who was rude and kept speaking over me) and she said she didn’t see where that was notated on my account. But, that she could offer me ½ the fee in credit. That was not what I was promised, so I declined her offer and asked her to escalate my call to a super visor which she refused to do, because the supervisor could only offer the same thing. I had to ask her several more times to escalate my call before she placed me on hold to do so. They she came back and said her supervisor was busy because she was going into a meeting and again restated that all the supervisor could offer was the ½ credit for the activation fee. I asked the rep a few more questions, in which she continued to talk over me. Unable to tolerate her rudeness anymore, I hung up. I then call back in and spoke to a rep who immediately transferred me to the sales department. I then spoke to a woman who looked into the account and asked me the same questions. (She was very polite and knowledgeable.) She said not to worry, that she would notate on my account that it was a part of a promotion and then she would transfer me back to customer service so I could get the credit. Of course (it never fails) we were disconnected. So I called back again, and this time, this rep could only see where the previous reps notes – stated that I was promised the fee waiver and did not receive it. And she said upon that alone she could not give me the credit. After this experience, I see that all the warnings I received about VERIZON WIRELESS are true and I am deeply disappointed! I am a very good and loyal customer – who pays on time and abides by the rules. However, I am sincerely hurt by this incident and could not in good conscious, recommend Verizon to anyone after this experience. I just want what I was promised originally by the sales rep…to have my activation fee waived. I would like a response (if willing to respond) to this complaint in writing as my experience with your company’s ability to properly document conversations has been poor.
Any suggestions?

Hello,
The promotion for having the Activation Fee waived started March 11, 2011 is included with the Xoom for a limited time only. If you have the flyer and wish to seek to have the activation waived prior to the start of the promotion, please contact the store or vendor where you purchased the Xoom or Tablet from and provide your mobile number to request the activation waived. We will be happy to review the the matter. Please also use this link below to inquiry about the activation fee being waived for online orders. When you go to the, scroll down to the lower right hand side and click on for the details.
The link is:
http://www.verizonwireless.com/b2c/store/controller?item=phoneFirst&action=viewPhoneDetail&selectedPhoneId=5606
Thanks,
edw@vzwsupport

AND BOOM, slapped with a upgrade fee and activation fee!

So, got two new iPhone 6's coming. Walked in the store, and in 10 minutes we were out. I was totally impressed with how fast it was. I asked the sales guy to break down the cost, I got the 64gig phone, so he said "you will pay the full retail tax on the phone and the upgrade to the 64 gig, you will be trading your old phones so its a wash minus the tax and upgrade". So in the parking lot I look over the banner length receipt.
$35 for upgrade fee?
$30 for an activation fee?
Times two phones?
WHAT? HUH? Im upgrading to a new phone and committing to a new contract AND getting charged for it? Im activating a new phone, but de-activating one and getting charged for it. Maybe you should charge me a deactivation fee too.
Why didn't this guy disclose this extra $130 to me?
So for shiz and giggles, heres what I do. I visit not one, but two verizon stores. Im just browsing, looking at the pretty iPhones, I asks about upgrading, They both tell me Im just responsible for the taxes and and additional upgrades offered beyond a free phone. I asked about an upgrade fee, both looked at me weird, we don't charge you to upgrade. Receipt in hand, I say yes you do. Small scene.
Enter manager 1. Manger tells me they are trained to streamline the process and not confuse the customer with the additional fees and that like ATT and Tmobile they are following suit. He went on to tell me that most customers know about both these fees and I should have checked the final statement.
Enter Manager 2. Those fees can be waived based on status and promotions, can we check your account? No, I'm done here.
WELL GUESS WHAT VERIZON. When you are doing business on a tablet, and I POINT BLANK ask the sales guy to break it down, then he LIES about it to "not confuse me" , I don't get a choice do I? Do I VERIZON? DO I? How do I? this guy is holding a tablet, says sign here, I do, and he comes back with a receipt longer than well, its long. I put my TRUST in you as my wireless carrier. TRUST.
You are training you people to streamline the process without full disclosure on a tablet. Sign here and your done?
Coverage - great
Tech support- great
Customer care/loyalty/service - really. Ive been with you since the take over of LA Cellular.
I expected my INTEGRITY and HONESTY from you.

laveycrafter wrote:
Mr Helper, Thanks but not the point.
Say you buy a cheeseburger, but it comes with no cheese. You paid for cheese, you drove away with what you thought was cheese, Do you eat it, or do you turn around and do something about it.
56% discount. Yea me! I got a 56% discount but got screwed out of $130 for it. WooHoo.
Forever is a long time too, funny about forever, I saved my receipt from my last upgrade, no activation fee, forever must have just started in 2012?
Hey man, all I'm asking is for a transparent breakdown, you on the other hand go ahead and enjoy your cheese burger with out the cheese. A roy-al.
You're burger analogy is wrong. You did get cheese. You're just annoyed you were charged extra for it a not knowing it would be extra.
Not sure where you're getting $130 from. if you had 2 lines 1 new and 1 upgrade that's $65 $35 for the activation fee on the new line and $30 for the upgrade fee on the other line. Also as I said you can avoid upgrade fees by paying full price. Verizon doesn't even have to offer discounted phones. Ina few years when all carriers go to the full price model and dump subsidies you'll be wishing for an upgrade fee.
I've been with Verizon since 2006 and they had activation fees back then.
It IS transparent. First it's on your receipt. Also our store has a sign right at the counter that CLEARLY states that upgrades are charged a $30 upgrade fee. And the phone price tags should have them too.

I can not open new windows

When I´m on the internet I can not open new windows, not by ¨file new windows ¨ or by ctrl N. New tabs work but no new windows. It worls well with all other browsers.

Start Firefox in [[Safe Mode]] to check if one of your add-ons is causing your problem (switch to the DEFAULT theme: Tools > Add-ons > Themes).
See [[Troubleshooting extensions and themes]] and [[Troubleshooting plugins]]
If it does work in Safe-mode then disable all your extensions and then try to find which is causing it by enabling one at a time until the problem reappears.<br />
You can use "Disable all add-ons" on the [[Safe mode]] start window to disable all extensions.<br />
You have to close and restart Firefox after each change via "File > Exit" (Mac: "Firefox > Quit"; Linux: "File > Quit")
Your above posted system details show outdated plugin(s) with known security and stability risks.
*Shockwave Flash 10.0 r32
Update the [[Managing the Flash plugin|Flash]] plugin to the latest version.
*http://www.adobe.com/software/flash/about/

Waht t-code do I use to view the details of a new customer?

Please suggest if you know of a t-code that would display the details of a newly-created customer in the customer master in a report form except fd03 and xd03. WE are using t-codes S_ALR_87012215, OV51 and FDK43 for purposes of getting the audit trail of updates made in the customer master data but these t-codes do not include new customer.
Thanks gurus!
Frances

Hi Frances,
use trasaction VCUST --> enter sales arae details (other info if you know) and execute.
you can also use VC/1 (but as of release 4.0c it is no longer avaibale. you can use report RVKUSTA1 instead)
altertively
se16 - table: KNA1. enter the date of creation then you will get list of the newly created customers.
Hope it helps you.
Br, Sats.

New FiOS Internet Customer Lied to By Sales Rep - EXTREMELY UNHAPPY

I had FIOS Internet installed in my new apt about a month ago. Before moving, I conducted my due diligence among the providers in my area. In order to sell me on the product, I had a couple chats with Sales Reps, which was documented on some type of call log. Anyways - on the last call I had, the Sales Rep convinced me to order FIOS Internet over the phone. She assured me that she would be able to match the price as reflected and promoted online. I wanted the 25/25 Internet service which was 49.99 for the first 12 months, and 69.99 for following 12 months. The Sales Rep then sent me the confirmation e-mail displaying the price. I immedaitely notified the Sales Rep that the discount offer was not reflected, but she assured me that it would show up on my bill. She even went so far as to get a manager on the line to confirm that. The reason the Sales Rep said it wasnt reflected was due to a glitch/outage they were experiencing. Allegedly - the outage would not allow the proper discounts and credits to appear on their screen, but again she assure me that this would not be the case when I received my bill. On that condition (receiving a proper bill with the appropriate quoted price) I approved of the deal.
A month later, I received a bill THAT DID NOT REFLECT WHAT WAS PROMISED. After waiting for Verizon to amend the bill, to no avail, I decided to call Customer Service. That was an absolute waste of my time - an hour and change to hear the same story (not to mention the first Customer Service Rep deliberately hanging up on me after about 30 min). That what the Sales Rep said was not true - Sales Rep's cant match the online prices. [As an aside - why on Earth can't Sales Rep's for Verizon match the price that Verizon offers? That is very weird to me. You all work for the same company.].
Why cant Verizon match what was offered/promoted - and what is currently being promoted at the moment on the web?
To support my claim with facts - why would I agree to a $74.99+ price quote (that of 'no annual contract') for a 24 mo contract - when the 24 mo. contract obviously has a discounted price. Furthermore, in my due diligence and research, why would I agree to take a higher price when the quote online for the same service is far lower? All this implies is that in fact the Sales Rep did assure me that she could "match" the price promoted - there is no logical reason for me to accept anything else.
I need this to be resolved or I will soon cancel this service and move over to TWC. What this really amounts to is misrepresentation by the Sales Rep, and an unreliable Customer Service.

Hi mesalaza,
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 look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. 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, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

Bad experience with Verizon Fios Internet and Customer Service

I had an extremely bad experience with Verizon Fios Internet service and I will never use Verizon again.
In August 2014, I called and installed the Verizon Fios Internet and phone bundle. I asked the customer agent several times if I will be charged anything before the installation of the Internet and phone service. She said, 'No, we will only start charging after the Internet and phone are installed at your apartment'. I went to the store and picked up the router and phone and installed it at home by myself. The router did not work. I called Tech support and they said it will take several days for another available agent to come and look into the issue. I decided to discontinue the service and closed the account that same night.
At the end of the month, I received a bill of $80 of activation fee for the internet service. Nothing was ever activated, my internet router did not work, and I got charged an activation fee for a service that I did not even start using. From August to December, I called customer service over 10 times and some of them said they will waive it while the others said it's a non-refundable activation fee. One lady said, 'Ma'am, the activation fee starts when you placed the order, the warehouse received it and packed the router in the boxes....' Isn't that ridiculous? If that's the case, please ask all your customer representative to say a clause before new customers open their account: Are you aware that you will be charged a non-refundable activation fee once you open the account regardless of whether or not you use the service or not.
So after 3 months (November 2014), I decided to get out of all these troubles and paid off my $80 activation fee. They put the bill in the collection agency and I called them and paid the overdue balance. Then in December 2014, I received a statement saying I have a $3.11 overdue balance. The collection agency told me that they will charge me for the whole activation fee and a $3 transaction fee for the transaction. So now Verizon came back and said I owed them the $3 because I paid the collection agency their transaction fee.
I am very disappointed and furious about the whole Verizon operating system. Charging a customer for an activation fee for a service s/he has not consumed or used does not make any business sense. In addition, they do not know how to coordinate with the collection agency on overdue bills. Give the customer a heads-up that they will be charged a transaction fee on top of the overdue balance, and that transaction fee does not count towards clearing the balance.
I have completely lost my confidence in Verizon albeit the many good feedback from my friends.

Hi crystallau52,
Sorry you are having difficulty. An agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or to help you resolve your issue.

New Customer (less than 30 days) Disatisfied with Fee!!

HI,
I need assistnace I called and talk to a supervisor and techinal department. I have a fee on my account for a tech coming to my home to correct a internet set up I was disatifised with. When I initally called I was transfer 3 tmes and on hold for over 30minutes waiting for a new dept (billing, techinal support, retention and finally to a person name johnthan in another tech dept. ) to transfer me again. Each rep I talked to stated they will have to charge me to have a Tech to come out. I TOLD THEM I WILL NOT PAY DUE TO AM DISATISFIED WITH THE INITIAL INSTALLATION. Then I finally reached Johnthan in a techinal Dept. I explained my situation to him and how I disatisfied with the Tech and his customer service . And I even TOLD HIM I SHOULD NO BE CHARGE FOR A TECH TO COME OUT. He advised he will set up a new ticket and did not DISCLOSE ANY CHARGES NOR DID HE ADVISED ME. He just said a TECH WILL COME OUT TO RE-SET UP THE SERVICES.
I called today an spoke to a rep in the "tech dept" whom I stated I should not be charged as I was disatisfied with the initally set up. He said he will review the acct and talk to the sales dept (why the does he need to talk to the sales dept I don't know) he came back disregarded everything I said. And told me that they advised me that there would be a fee; I advised him that the person whom put in the ticket did not advise me of the fee and I stated to the rep I shouldn't be charge. So my guessing is the rep HIDDEN the fact he was going to charge a FEE. i thought he was being kind hearted and understanding my situation and placed the ticket as a courtsey. Then I advised the tech I spoke to today I was gonna cancel my acct due I haven't even been with Verizon for 30days; he does nothing and says "ok". So, I guess Verizon doesn't value me as a customer at all!!
I can't even catch a break not even a partial credit.
Verizon, IF don't get the help or the service I believe I should recieve you will lose a new customer
Shana
Solved!
Go to Solution.

Welcome to the club! I've had similar issues with lousy customer service reps, transfers,etc,etc,etc.
I've come to the conclusion that verizon will kiss your **bleep** when it comes to sales but when it comes to customer service,
on a scale of 1-10, 10 being the worst, they are a 12.

£130 new customer installation fee???

I have just signed up for bt infinity option 1 and was given a start date of 27th August, my new phone line worked fine but i couldn't connect to the internet, the next day i completed all the troubleshooting but still with no joy so i decided to phone the help line, after they did all the line checks they then told me an engineer will need to visit the house to fix the issue.
so i am a new customer and i am going without internet for 6 days because an engineer failed to install it properly. My wife phoned bt this morning and she has just been told we will be charged £130 for the engineer to visit.
what the hell is going on, this is ridiculous as i have already paid £30 installation fee.
please help!!

You don't have to install a new splitter faceplate (though it is probably the better solution), you can just use micro-filters in the same way as for ADSL broadband. They should have sent some micro-filters with the HomeHub. The HomeHub set up guide covers this. You only need to use one or the other.
If the engineer does visit then I think he will normally install a BT Openreach NTE5a master socket and BT Openreach MK2 interstitial plate if not already present. You can find them on Amazon if you want to see what they look like. In this case the micro-filters are no longer required with the HomeHub connected directly to the broadband master socket.

New FIos Internet user

Hoping someone can help a new FIOS internet user that's not much of a tech person. I have a new Verizon FIOS connection at home and an ActionTec wireless router connected to a box on the wall by coax cable. No problem with the wireless connection to my two family laptops, nice strong signal all through the house.
I want to connect two powered switches by ethernet cable to the ports on the router. One to connect my DirectTV box and bluray player so they have internet connections, and one in my basement to run a desktop PC that doesn't have a wireless card in it. Are there any problems with this? Does Verizon allow me to have two separate switches connected to the router which then power multiple items? Thanks!
Solved!
Go to Solution.

You should have no problem connecting a switch to each of two ports on the Actiontec, and then feeding multiple devices from those switches. I'm doing that myself.
However, I don't understand why you need a switch in the circuit between the router and the desktop PC in the basement. If there's only going to be one device connected in the basement a direct run of Cat 5e or Cat 6 cable from an Actiontec port to the basement PC should do the trick.

Free Look Period, Activation Fee, and Cancellation (and i've been a customer less than 2 weeks!)

I'm at my wits end calling this company. I'm within the first two-week 'free look' period given to me as a new subscriber. I've called to complain about being assessed an activation fee, and asked to terminate my service, based on the conversation their salesperson had with me when I signed up intially.
Had I known signing up for their service online would have saved me the cost of activation, I would have taken that route ... but instead, now I'm paying far and above what they advertise online and elsewhere. Now I can't even cancel without having to pay this ridiculous fee.
This is absolutely dishonest business. If you tell someone you're giving them a two-week window to try out your services, you should honor that and not hit them with $70 in fees after they tell you they're not interested. But now I'm locked in. I don't care how fast you claim your speeds are, now that I know I can't even get rid of this service, it's an absolute joke, and should be illegal.
Buyer beware -- their 'free look' window is anything but.
Solved!
Go to Solution.

Sorry you are having difficulty, an agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information to help you resolve your issue.Please remember to check your spam/junk folder if you do not hear from an agent.

De-activating CS6 from a new laptop which is NOT in my possession

I recently bought a new Toshiba laptop and de-activated Photoshop CS6 from my old laptop and re-activated it on the new laptop. The new laptop is faulty - at the moment it is with a Toshiba Agent, who can't repair it. Toshiba is refunding the cost of this faulty laptop. They are wiping the drive clean next week.
My problem is; how do I de-activate CS6 from the new faulty laptop, which I no longer have? Also, I don't know whether to re-activate it on the old laptop, or wait until I can purchase a new laptop again. Is there a limit to how many times CS6 can be de-activated and re-activated? This software is already on my desktop, so the enquiry is about the software being on 2 machines.
Regards
Pam J

For problems like that you need to deal with Adobe Customer Support. This ias a user forum site not Adobe support. Adobe support is not all that it should be however they are set up to handle problems like yours. Disk crashes are common and I have had to deal with Adobe support for a couple of Head crashes over the years. Each of my activation problems were handled with one phone call to Adobe customer support. The hardest part these days is to find the Phone number. Adobe.come does its best to make it hard to find. Google knows the number start there.
Install CS6 call Adobe during the activation process they can help you activate the install.

FiOS Internet Activation fee NOT Waived - New Customer

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