Potential Fios Internet and TV Customer

Hi all,
I'll be moving to the DC area within the next month, and I am considering getting the Verizon Fios TV and Internet bundle. I will be a federal government employee, and I noticed there is a discount for federal employees for Wireless. Is there also a discount for TV and internet services? Thanks!

Hey we are sorry we offer bundle discount on our FIOS services but there are no discounts for federal employees.
Ron
Verizon Telecom
Fiber Solution Center
Notice: Content posted by Verizon employees is meant to be informational and does not supercede or change the Verizon Forums User Guidelines or Terms or Service, or your Customer Agreement Terms and Conditions or Plan. Follow us on Twitter™!

Similar Messages

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.

About fios internet and my router and availbility of service

Hi, I am here because I am extremely concerned about the availability of fios internet at my area, I am at California, Rowland Heights area. Cable sucks here, and I need a reliable service for my needs, are there any news of when will the fios internet become available at my area?
Another is that, because I have my own router, its a D-LINK DI655, fairly expensive gaming router, will I be able to use it still if I get fios internet service? I bought it thinking that might fix some of the problem that I have now with the cable internet( which it helped a bit but main problem is still at cable's backbone line under the street).

I'm not with Verizon so I can't tell you when FIOS will be available but you can certainly use your own router. When FIOS is installed you must tell them you want the Internet connection terminated as a CAT 5 connection. Otherwise they will use your existing COAX connection and the Internet connection will be COAX, similar to how most Cable Company Services are provided. Verizon will then install their own router which will accept the COAX connection. (The Verizon router can accept a Cat5 cable Internet connection too.)
There is one thing to know however about using your own router. If you decide to get the TV service from FIOS you will need to use the FIOS router (or buy a MOCA device). The FIOS set top boxes require an internet connection to download the channel guide and to get video on demand. There are FAQ's either here on these forums or on DSLreports.com that discuss how to use your existing router on the FIOS service with TV.
Hope this helps.

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.

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.

I have Verizon FiOS service for phone, internet and TV but I only have one TV hooked up for it for just basic cable service with no DVR and no need for widgets. Can I use an Airport Extreme as my router and not use the FiOs router?

I want to use an Airport Extreme as my router. I currently have a Verizon FiOS router. I have Verizon for phone, internet and TV. However, TV-wise, I just have a basic service for one TV with just a regular box. No HD, no DVR. Don't need access to a menu, widgets, on-demand. Can I eliminate the FiOS Router and just use the Airport Extreme and still have phone and internet?

I know that it will increase my wireless coverage in my house but will it increase the speeds?
Not sure what you are asking here. The AirPort Extreme is only going to be as fast as the Internet connection that it receives.....which is 75/75. It cannot take a 75/75 connection and make it go any faster.
If you locate the AirPort Extreme in an area where you need more wireless signal coverage, the AirPort Extreme would deliver 75/75 in that area. But, keep in mind that the AirPort Extreme must connect to the FIOS router using a permanent, wired Ethernet cable connection.
If you are asking if the AirPort Extreme can wirelessly connect to the FIOS modem router, and extend the FIOS wireless network, the AirPort Extreme would not be compatible with a FIOS product for that purpose.

Can I purchase FiOS Internet alone, and what are the costs associated with it?

There is no FiOS available in my area currently, but is expected to become available soon. This is my question, when my brother signs up for the bundle, (television, telephone, and internet), is it possible to add another FiOS internet line (we prefer to have separate internet connections), and ONLY internet, without telephone and television? If so, what are all the costs, such as if I need to get another telephone line to facilitate FiOS internet?
Solved!
Go to Solution.

FIOS is fiber to the premise, you do not have to have a phone circuit. Tekephone and Data, and Video if available in your area, are available bundled or as seperate packages. Call your local sales office or go to www.verizon.com/fios for prices
You can not have two data circuits on one account, so you will need a seperate ONT unless you live in an apartment building and they hav a Multi Dwelling Unit (MDU) Optical Terminal installed.
If you want two seperate routers on one circuit you can do that, but Verizon does not support it, you would have to set it up yourself.

Airport Extreme and Fios.... I had fios hooked up today (Internet and phone only)... Want to my aebs as the primary and wireless network. Would someone be able to provide step by step instructions because I cannot figure it out. Thanks!

I had fios hooked up today and am about to rip my hair out... Would someone be able to share step-by-step instructions for connecting my airport extreme base station. I want to use it as my primary for everything including wireless (fios is Internet and phone only ). ThNk you in advance.

Thanks for taking the time to detail that. I think I have it, but I have a few things to clarify.
1. This negates the need for the Westell Series3 9100EM, because, the "router" mentioned in the line "Hook an Ethernet cable from the ONT to the router's WAN jack" is the Apple Extreme Base Station (or other suitable router), right?
2. I haven't got the TV portion of FIOS service, although I may add that at some point, so in my case the COAX to NIM (and the NIM for that matter) aren't needed, right?
I see a couple of issues. One, I have COAX run for the current connection. And, two, Verizon would need to come out again to do the CAT5 configure. Can the CAT5 run be that long and still be effective? Maybe the Westell router could be used to extend the wireless network? And, if FIOS TV is added could it be used in place of the NIM (since I already have the COAX and the Westell at the back of the TV)?
Regardless, I REALLY appreciate your help. On a side note, it's interesting that the NIM takes both the COAX and CAT5.

Need help with Airport Extreme and my new Verizon Fios Internet connection

I just got the Fios install, and the tech and I couldn't figure out how to use my Airport Extreme as my wireless connection. I'm not real tech savvy (and I've only been a Mac guy for about 18 months). My current arrangement is the basic Verizon setup with the Airport out of the loop. How can I go about moving from here back to using my Airport Extreme? I need the range! Thanks in advance for your help.

Have you tried resetting and reconfiguring the AirPort Extreme base station (AEBS)?
Are you using OS 10.5 or OS 10.4 or earlier?
Are you using the round 802.11b/g AEBS or the square 802.11b/g/n AEBS?
If you are using OS10.5 OR the square 802.11b/g/n AEBS you should refer to "Designing AirPort Networks Using AirPort Utility" (direct PDF link).
Otherwise you should refer to "Designing AirPort Extreme Networks" (direct PDF link).

A mini review of FiOS TV and their new QIP-7232 DVR

FiOS TV picture quality is stunning. No compression artifacts at all from what I can tell.
The 7232 is pretty good but not excellent. I have the 7232 and a Tivo HD XL. IMHO the Tivo is considerably better but I see lots of room for improvement with the 7232.
Pros and Cons of the 7232.
Remote
Nice and responsive. Like that I can turn the TV on and off. Doesn't allow for channel changing just input changing. Not a massive issue but a shame as we need another remote.
It's probably difficult to update, but I find the remote a bit too complicated and the buttons poorly positioned. Shame more buttons don't light up to help find buttons when the room is dark.
Guide
I may have missed it but it would be great if it remembered your favorite settings. I see the favorite button but IMO the guide button should take you there directly.
Guide Titles
Almost excellent but unfortunately titles are cropped when they go beyond 30 or so characters. They should allow wrapping to a second line to allow 60 or so characters.
Extended Guide Titles
I'm noticing some weird information on some shows. English soccer is particularly bad. For example, today's showing of Arsenal versus Blackburn has a title of The Gunners (Arsenal) rallied for a 2-2 draw with West Ham on March 19. So the title describes Arsenal's previous result. Quite confusing.
Speed
Seems speedy enough. I was ready for some lagging but overall impressed.
Storage
Fine but IMHO not adequate for a whole house DVR recording in HD. Look forward to seeing the external hard drive capability.
Bugs
I'm seeing some issues viewing at the end of recordings. Seems that fast forward and next don't work at the end of the recording. A bit annoying. Hopefully a fix can be made.
No "wishlist".
Not a deal breaker but would be nice to see in a software upgrade. Both the Tivo and DirecTV boxes have this feature and I find it very useful as I forget to check back in every few weeks for new shows.
No jump to mark/end.
I hear this is coming with 1.9. That is great. Look forward to seeing it. I like the idea of pushing and holding the "next" button to skip to the end.
Again the PQ is stunning. I'm blown away with it. I got used to DirecTV compressing some channels and it is great to see true uncompressed images. I love it. Very happy customer overall. If Verizon can continue to improve their DVR they are onto a major winner.
Not sure if this is the right place to ask but I'd be happy to beta test anything.

Re: your comment about the Guide button. You can easily set the Guide button to display your choice of Favorites. Here is a link to a thread (from two years ago, but still accurate) that has a link to a document I wrote that will tell you how to set it up:
http://forums.verizon.com/t5/FiOS-TV-Technical-Assistance/Exploiting-FiOS-TV-Favorites/td-p/9935
Hope the above helps. And I think we will all be excited when we get the 1.9 level of the IMG, will have lots of new stuff.
Justin
Verizon FiOS TV, Internet, and phone
QIP6416-P1, IMG 1.8, Build 02.54
Keller, TX 76248

Just added FIOS TV and not too happy

Have had FIOS Internet for 2+ years and finally decided to bite the bullet and try out the TV side - opting not to cancel my Dish Network service until I was sold on my new TV choice.
So after 4 days here is my review:
Likes
Audio and video quality is fantastic. Definately an improvement over my Dish
Subscribed to the Prime package with the free Movie package and my bill went up only $20. Gotta love that!
Absolutely love On Demand. After having satellite for almost 4 years - forgot how nice of a feature this is.
Media manager is very cool. Was able to remove my "Media PC" which I had hooked up strictly to be able to listen to my 18,000+ song music collection and view my thousands of digital photos
Dislikes
When changing channels -there seems to be a slight delay in between. Not nearly as bad as DirecTV - but definatekly not as smooth as my Dish service
Experienced many dropouts,brief freezes and stuttering when watching both regular TV as well as an On Demand movie.
Remote distance. My couch has a clear line of site to the box - and is only 12 feet away. Not sure if I may have a bad remote ( I already changed the batteries) or possibly a bad box. All I know is that unless I was aiming the remote directly at the box - I was finding myself having to re-enter my selections - volume, menu, channel etc... multiple times before the action took place.
Can't stand not being able to pause Live TV anywhere in the house with the exception of the room where the DVD is located. Dish's 622 DVD has had this feature forever - and this feature alone will probably be the primary reason as to why I will be keeping my Dish subscription. Was told by a Verizon rep that the only way to "fix" this would be to upgarde by STB to DVR's
Would love to hear everyon'e feedback - especially the few points regarding the remote and dropouts.
Thanks

Welcome to FiOS TV and the Forums. I hope you wind up being a happy customer.
Re your dislikes:
1) Delay changing channels. Are you using an HDMI connection? If so, is the delay when switching from an HD channel to an SD channel or vice versa? If so, the reason is the need for the STB to re-sychronize the connection between the STB and the TV. You can eliminate this delay by:
Menu ==> Settings ==> Video Settings ==> SD Override ==> Off
The SD picture may be slightly worse but I have found I much prefer the channel change to be immediate. Plus I don't watch much SD any more
2) Dropouts, freezing, and stuttering: I think this usually indicates a signal strength issue. You might want to recheck all of the connections from the ONT to the splitter to the STB. You apparently have more than one STB, does it occur on each?If so that would indicate to me a problem between the ONT and the splitter, or a problem from the central office to your house.
In the Menu there is a section called Customer Support; there are several diagnostic tools you can run there that might help identify the problem source. There is also a "hidden" menu in the STB where you can get detailed signal information on any channel, but lets see if the above helps before we delve into that.
And you aren't trying to share any of the coax between FiOS and Dish by any chance are you? That would be a no-no.
3) Remote distance. For my DVR I somewhat experience the same thing. For my SD boxes, no, much more forgiving. I have no idea why, all boxes are made by Motorola, but there clearly is a difference.
Many people have also reported problems with their HD boxes when using a flat screen TV, mostly plasma but sometimes LCD, when they have it set to "bright" or some similar setting. Some flat screens apparently emit IR signals that interfere with the IR signal from the remote to the STB. You could perhaps check your TV settings to see if you can find one that has an effect, or you could try moving the STB away from the TV temporarily and see if the problem disappears. If so then it is almost certainly TV IR interference.
4) Can't pause live TV from anywhere in house (I am assuming you have the Multi-room feature on the DVR). True, can't do it with FiOS. Yes, if you get DVRs for each location, then you can pause at that location, but then you can't watch a recording on one TV from a DVR attached to another TV. That function is supposedly coming, but is not available now.
Hope this helps a little.
Justin
Verizon FiOS TV, Internet, and phone
QIP6416-P1, IMG 1.7.1, Build 09.97
Keller, TX 76248

How can I downgrade Triple Play to just FIOS Internet?

A couple of months ago, Triple Play seemed like a good deal. I only wanted Internet and TV, but Triple Play came out being the cheapest bundle with both of them. The deal was only available online. When I got it, then I found out that you have to rent a cable box to get TV service, which adds $10/month to the bill. It seemed horribly misleading - if it's actually required, I see no reason to make it a separate expense other than to conceal the true cost of the service - but overall still a good deal.
Now, I find I never watch TV. Ever. There's just no time for it. I like FIOS Internet, but I'm also paying for services that I don't use. And Verizon is making it very difficult to change this. There is no information about doing this at all on any of Verizon's pages. After calling customer support, I find out that the price I'm paying comes from a complicated array of discounts, which are only available to new customers, and would go away if I changed my bundle, meaning that I'd be paying much more if I got rid of the TV service. Not only that, I can't even return the cable box to reduce my monthly bill $10 - doing this would automatically disqualify me from the Triple Play discounts because I can't get TV service without it (even though I absolutely can, just with a very limited selection of channels - I've tried plugging the coax right into the TV and it works more or less).
So, what can I do? Xfinity's Performance bundle at $30/month is looking pretty attractive, and maybe after a 6 month trial period Verizon can consider me a "new customer" again. But if and only if there's a way I can just cut back on the services I don't use and make my bill go down instead of up, I'd just as soon not go to the trouble of changing ISPs.

"Services and fees" are something you can't do about because those are county's charges. As for the $10 charge for the cable box, I don't know what to say but they should have been free. Have you asked why you're being billed for the box? The offer you signed up for is probably alot different than the ones that exists today. Did they charge you for the box the first month you have services.

Getting webcam to work on FIOS Internet

Hi,
I have the below Linksys webcam and I can not access it out side of my home network. I have sent numerous emails to Fios internet support and they keep sending me URL links that do not help. Looking at the posts it looks like port 80 is blocked unless you are a business customer, so what port can I use to access my webcam from the internet? Any help that anyone can give would be great since I have had this web camera since Xmas and have not been able to use it.
Liksys WVC54GCA
Thanks,
Greg

Yes it looks like I can use an alternet port on this camers such as 5000. What about using a domain name like gsavlon.Linksys-Cam.com, do I just put the 5000 at the end of this? (gsavlon.Linksys-Cam.com:5000) CORRECT. Do I still have to setup port forwarding on my actiontec router and specify this port number? Yes, you will have to specify the port you want the router to portforward and you will not be able to use any of the preconfigured protocols, just click "Add" to the right and specify port number 5000 TCP. Name the service then click apply, then do the rest as normal.

Wifi not working again and poor customer service

VERIZON IS THE ABSOLUTE WORST!!There is no good way to put it.Their products seldom work and their customer service is by the worst for any company that I have ever dealt with.They have to be embarrassed with their customer service, but clearly they are not since nothing changes. My internet is out non-stop and every time that I call them it takes around 1 hour to get through. The last phone call that I made (last Monday June 22nd) took 1 hour and 15 minutes before I got through.That is a disgrace and a complete slap in the face to your customers.They never fix the issue. They just put a band aid on it.They said they would send me out a new router that would arrive on Wednesday June 24th. Here I am one week later and we still don’t have a router. I told my wife this would happen. Verizon is so incompetent that it’s easy to predict their next mishap.You would think they would offer to credit my account for the amount of days that I don’t have internet service but that would actually only happen with companies that care about their customers.I know I am just venting to no one, but I would rather vent her than call and sit on hold for an hour before speaking to someone to vent to.I am just counting down the days until my contract is up.I thought Comcast was bad, but they are superior to the garbage service and product that Verizon provide. Bob P.

For the wireless issue, I point to http://forums.verizon.com/t5/FiOS-Internet/Why-your-Wi-Fi-is-slow/td-p/534451 Note what is said there, also applies to why the wireless is not working - not just why if the wireless is up it is slow.

Moving to Non-FiOS Area and Being Charged Contract Breach Fee

I am a faithful Verizon Fios and Wireless customer who has been very content with the products and services Verizon has offered over the years. Recently I’ve been having a major dispute completely out of character from what my experience has been. I am moving to an area that does not have Verizon Fios, so I am unable to transfer my Double Play Package to the new residence. According to the customer support specialists, since “high speed” internet and telephone are available at my new residence, I am forced to either extend my contract for the meager services that are available at my new residence, or pay a contract breach fee of $170. When I initially spoke with the sales department to sign up for the Double Play Package, I specifically asked about, and was guaranteed that if the same services weren’t offered in a new residence that I would not be required to pay a contract breach fee. Knowing that my job as a Department of Defense contractor could result in my needing to change locations, as well as the fact that my lease would be up during the contract period, there was no way I was going enter into the contract without that stipulation. So the situation is either that the sales representative was incorrect, or purposefully misleading. Regardless, I will be moving to a location that is not fully supported by my current contract.
I am a Department of Defense contractor with the Army Wounded Warrior Program, and as such I work primarily from home. The “high speed” band width offered at my new residence by Verizon of 3 mbps does not remotely meet my needs. I currently pay around $150 a month to Verizon Fios for actual high speed internet with a bandwidth of 150 mbps and an HD television package, capable of streaming video, video-teleconferencing, 24/7 internet access, etc. If I were to extend my contract at my new residence I would end up paying $49 a month for 1/50th of the performance, a telephone service that I do not currently even have or need, and zero television service. This is idiotic.
The bottom line is I am moving; I have a contract with Verizon with stipulations that were either erroneous or dishonestly represented, for services not available in the area I’m moving to. The attitude and response I got from the customer support representative I spoke with on July 28th, 2014 was basically too bad, deal with it, pay up or Verizon will take this to collections. Collections…for $170? Amazing. As an MBA I am educated in ethical business practices. Her approach was unethical at the very least, and bordered on extortion. Pay up or else. I was very clear with this individual on what I do for a living, what my requirements are, and the basis of understanding in signing the contract originally. This is like a catering fee for $500 a plate banquet and getting a Happy Meal in a fast food restaurant…and getting threatened for not agreeing to food or location. Demanding $170 dollars because Verizon is not capable of providing services I require is ridiculous. I’ve been an exceptional wireless customer for years and an exceptional FIOS customer for 3 years. It cannot be the $170 profit that Verizon is worried about, because from a business standpoint this is the situation: If I am charged the $170 for disconnecting my current services I will cancel all other Verizon contracts forever. I am a 27 year old business professional and spend roughly $1500 a year on Verizon Wireless products and services. If I continue to use Verizon Wireless products until the age of 60, Verizon will have made roughly $50,000 in revenue over the next 33 years in today’s dollars. Even if you discounted that at 5% (which is a purposefully high number from a capital budgeting standpoint) you stand to forgo a present value of $24,000 in revenue. That means you’re compounded return on the $170 dollars will be about -5% per year. The immediate loss by present value standards will be -99.29%. That’s what satisfied, dedicated customers bring…and for some reason your service representatives don’t grasp this concept and would prefer that I completely leave Verizon as a disgruntled former customer and get the one-time $170 erroneous breach fee. Asinine business model.
The bottom line is that I am going to cancel my FIOS contract next month soley because Verizon is not able to provide the services I require, which is fair. Now, further down the road, the decision on whether I will be a FIOS customer again is going to hinge on my experience to date. If I am unfairly coerced into paying the $170 fee I can honestly say I will no longer use Verizon for any service, wireless or otherwise. I would prefer to pay a little more, lose some connectivity now and then, basically spend my money elsewhere, than be dealt with this way. As a customer going through all this, the breach fee is a pivotal decision point as far as my future as a customer with Verizon goes, as I’m sure it is for other former and future customers. My lesson learned from the support representative and my experience with Verizon as a whole right now is that I would be foolish to enter into another contract with your company if this is how I, as an exceptional customer, am going to be treated in the future.
I would seriously appreciate a call from someone I can discuss this reasonably with as soon as possible. I do not want to directed to support services for this.

I was suprised and disappointed to have had the same expericne as Marc12 when I canceled my Verizon FiOS triple play service today. As with him, I needed to unexpectedly relocate for work after living in my current location for a short time (a little over 1 year) and the area where I'm moving does not offer Verizon FiOS. Overall I have been satisfied with FiOS and would have been happy to continue using their service after moving, but because they don't offer it in my new location that isn't possible. I'm already frustrated that I lost a lot of money by buying and selling a house in such period of time and it certainly was not my intention to move when I signed up for Verizon service (otherwise I would not have bought a house). It feels unfair to be charged a termination fee when I don't really have a choice about moving and I have no option to continue using FiOS. I asked about waiving the termination fee due to the circumstances but the two representatives I spoke with today on the phone refused to honor that request. As with other commentators on here and as Marc12 laid out with his business background, this seems to be a puzzling business decision/strategy by Verizon b/c while I had been happy with FiOS the last 14 months, this turn of events today does not particularly make me want to sign up for Verizon services in the future should I live somewhere where it is an option. It is also a puzzling decision b/c when I briefly lived in an apartment here prior to buying a house last year I had TV/internet with Uverse. Uverse did not charge me a termination fee despite me having had a promotional deal with a contract when I moved even though I only used their services for about 3 months b/c I bought a house in an area where they don't offer service. Their rational for not charging a penalty was that I was moving to an area not served by Uverse. I don't understand why Verizon is adopting what I think would strike most folks as an unfair practice of taking advantage of people who need to move and don't have the option of continuing their Verizon service. It would be great to talk with someone at Verizon who has the authority to make an exception to this cancellation penalty as the two represenatives I talked with today when I canceled my service claimed they didn't have that ability and then claimed that there was no else I could talk with who did have that authority. I also really think that Verizon should rethink this policy. It's unfair, it seems to strike other people that way based on the comments here, it's out of line with their competitiors, and it's creating ill will among customers who were previously happy so that Verizon can save a trivial amount of money compared with the fees they could generate from these same people if they used Verizon in the future.

Potential Fios Internet and TV Customer

Similar Messages

Maybe you are looking for