Well, I’m about to join the party and what an aggravation this is turning out to be.
March 13, 2025
Received 2 emails from Verizon this morning.
One with the subject title “Review your order” and the other “Your Verizon Fios order is confirmed ”.
"You’ve requested the following changes in your services. Below is an estimate of your monthly charges and first bill with these changes.
Remove 4 HD Set-Top Boxes
Remove TV Equipment Package Discount
New 6 Fios TV Connections
Remove Rent: Fios Quantum Gateway Router"
We did not order anything yet this mystery order added 2 more “TV connections” (stbs??), removed our router and the TV Equipment Package Discount.
Went to the website that was linked in the email. It said “We’re unable to continue your order at this time”. A chat box popped up so I used that to contact someone about this. I told the representative about the 2 emails and the changes and told him/her we didn’t make any changes. They claimed it was done on our end through a remote control. That is not true. Neither one of us did that. Agent said that was the only way changes could be made - doing it from our end. They claimed he/she would cancel the order and said that everything would be exactly the same as it was before - no changes to our bill. They said I should receive a confirmation email in about an hour or 2. Then there was a survey at the end he/she wanted me to do. I did so trusting that the problem - which was not of my making, was solved.
March 14, 2025
Over 24 hours later, that cancel confirmation email has not arrived.
This time, I went on X (Twitter) to try to get this taken care of. I explained every thing that happened (again) and said I never got the confirmation email the other agent said I would receive. This representative said I should check my email storage to make sure I can receive emails (which obviously, I can or I wouldn’t have received the 2 emails that sparked this) and that all had to do with the mandatory equipment upgrade (which neither of those emails indicated - they made it appear to be something I ordered and agent #1 indicated it was something I did which I haven’t ) and that the other agent was “severely misinformed” and the order would have to be re-done.
So a couple of hours more with this agent -
OK so this all had to do with the mandatory equipment upgrade (which would’ve been helpful if the emails indicated that instead of alarming me the way that they and Agent #1 did) and it turned out the extra 2 “TV connections” had to do with the free 2 old (now unused) digital adaptors I had forgotten about. She said those won’t work anymore so they included 2 more TV connections. I told her I only needed 4. She claimed she couldn’t see about the removed TV Equipment Package Discount and while the old router is listed as removed, a new replacement router wasn’t listed. She said she was waiving the router rental fee ($18.00) for the next 3 years.
According to the email she sent with a bill estimate, the price is the same. I thought it would be $18 a month cheaper with the router rental fee being waived. She said she made sure she didn’t touch anything it’s because the price increased. I was on a legacy contract which should’ve had 1 more year on it but she said that expired!
It seems there is no getting it back. Too much mucking around by various agents over time, I guess. It was good while it lasted.
She set up a day and time range for someone to come here to install everything next week and said there is no fee for that. With the old equipment, I could do it myself but I opted to go ahead and have an installer come since no fee and I’m unsure about the new things and how it’s all going to go with my older, unsmart TVs.
The very next day, 2 large boxes arrived. That was fast!. 1 box arrived wide open. As best as I can make out, everything seems to be in the opened box that is suppose to be according to the packing list though. (EDIT: Checked again - I didn’t see any HDMI cables) It looks like they sent 6 TV connections even though I told her I only need 4. Two are “Fios One” and 4 are "Fios One “minis” according to box labelling. What is the difference ?
