Good Afternoon -
Earlier today I spent over 2 hours on the phone and through Live Chat with numerous different FIOS representatives/ tech services members regarding upgrading my 50/50mbps internet speed to 100/100mbps. Currently I have a bundle in which I am paying $137.97 before taxes and fees and this new bundle with double the internet speed would only come to $134.99, effectively saving me $3 for better service.
After calling my first sales rep, it was suggested to me that the ONLY way to get this upgrade was to upgrade to 300/300mbps (the only available service beyond 50/50 in my area apparently) which would prompt a sales order for a technician to come to my residence and install what needed to be installed. After this, I would have to call again and request to be taken down to 100/100. The problem with this is that the 300/300 upgrade is approximately $136 extra a month... not a risk I'm willing to take while I set up a technician to come BACK to downgrade me. So decline this offer but find it outrageous that Verizon doesn't even have an option to just simply upgrade to 100/100. Moreover, how unbelieveable greedy of them as a company to phase out the middle options so we don't even have a middle-gorund option.
After this first call, I reached out to a technician to see if this was in fact the case and they didn't understand my question so they forward me to ANOTHER sales rep who was ultimately kind on the phone until she put me on hold. I waited on hold with this sales rep for over 45minutes "while she spoke to manager" until I had to hang up. It was obvious she never intended to come back. Ultimately, it seems that this representative didn't want to answer my question so obviously decided just to not deal with it.
At this time, I tried Live Chat which ended up being a giant waste of my time. This represenative basically only offered for me to upgrade to 300/300 and told me that any other upgrades were not available to me.
Finally, I called back another technical service rep and got an employee who was VERY helpful and brought in another sales rep to help with the situation and try a few work arounds. This technician was very candid and let me know that he would do what he could but the system they have is "very retarded." His honesty was greatly appreciated at this point! So after another 45minutes on the phone with this gentleman and his sales associate we get mostly to the finish only for him to tell me that because Verizon's system has removed and/or blocked (whhichever is applicable... I don't know) any options in my area, he can't put in a service order through VERIZONS VERY OWN SYSTEM. Again, the sales representative suggested I do the 300/300 work around with the caviat that I may get stuck with a month fee of $136+ if the technicians aren't timely (which they would reimburse - STILL not a risk I'm willing to take). The technician apologized and told me that he knows it's unfair, etc. but there is literally NOTHING he could do. This entire time his supervisor was working with us, etc. and apparently no one in their company has the ability to make a call or provide some sort of work-around for this upgrade to happen... It is 300/300 or bust apparently.
SO I just spent 2 1/2 hours with 2 tech reps and 3 sales reps to save myself a few $$ and get a better service which is apparently something Verizon Fios does not provide for it's long time customers. I honestly don't see how a major corporate like Verizon does not have a system which allows for simple things like this.... it's absolutely bonkers!
What is more concerning to me however is that at the end of this, I asked my last rep on what options I have in the future to which he had no answer. It would seem (and was confirmed by my last technician) that I am perpetually stuck as a 50/50mbps subscriber with Verizon Fios until 300/300 becomes affrodable. And seeing as how it is currently $136 more a month for this service, I don't think this is any time in the near future. I can't believe that it is this impossible to upgrade to a service that currently costs less than what I pay now.
100/100 speed is available in my house and I can't even upgrade to it because Verizons system does not allow it's employees to order it. So now I am stuck PAYING MORE for a LESSER PRODUCT. This makes zero sense to me.
Over the years, I have defended FIOS to everyone I know and love the service but honestly, this may be the last straw and I am ultimately left looking for a different provider unless this can be dealt with. Verizon's customer support is virtually non-existant and this is honestly just a last ditch effort to reach out to anyone at the company.
Please Help!