Long time Verizon and FIOS customer and feeling cheated.
We were upgraded to 50/50 from 25/25, 9 months ago. Lately our services and speed have been really poor. I used the chat feature to solve the problem and provided the technician access to my Mac. End result. Our speed dropped to 5/3 yes that is correct 5 download and 3 upload. He then informed me that he was unable to improve the speed and provided me a # to call. I waited and waited and finally connected to High Speed WI FI. They said I was given the wrong phone # and they transferred me to Sales, who said they could not help me and transferred me to FIOS tech support. Mind you these were not quick transfers. I had to wait and wait and wait and listen to commercials or silence. FIOS Tech support finally figured out that my router is not compatible with 50/50 and that I need a new router, so I was transfered back to sales. I was then connected to a rep who told me that I had been paying for 50/50 but only getting 25/25 because my router is not compatible with 50/50. She then gave me the option to buy a new router and informed me that I should have been given the new router at the time of the upgrade for free but since I was not and since I did not compain and hence no "paper trail" I would have to buy the new router. Had I asked for a new router 9 months ago, I would have received the router but since I did not I would have to BUY one for $100+. She then informed me that I should be reimbursed for the 9 months of overpayment BUT nine times out of ten, these types of refunds get denied and that I should take 1/2 the refund amount and use it towards a new router. She then explained a myriad of options that all cost me money. Long story short. I should have been given the new compatible router when I was upgraded. I was not. I did not complain and now its going to cost me money.