Getting a bit frustrated with the Fios service using my own quantum gateway router. Here's my story:
Purchased a brand new quantum gateway router from a 3rd party on Amazon. During the initial Fios installation had the technician installed my own quantum router, so never rented one from Verizon. Everything seemed fine but I guessed the technician never updated my plan. When I received the first bill, it listed the $10 router rental fee. So I contacted customer service to explain the situation. The agent seemed to understand my dilemma and asked the right questions. He adjusted my account to remove the $10 rental fee, plus he also specifically asked if I received any quantum router from Verizon, which I replied no.
Now comes a new problem. I just received a UPS shipping box from Verizon and they want me to return a router. Apparently Verizon thinks that my quantum router is theirs. If I don't send it within 30 days they will charge me up to $149. Obviously this is frustrating. It's too bad since I like Fios tv and internet so far.
My advice to anyone signing up for new Fios service and plan to buy your own quantum gateway router: Have the technician initially install Verizon's own router first. Once you get your own router, swap it with Verizon's router. Call customer service to switch plan to take out the rental fee. Then use the provided UPS box to return Verizon's router.
Right now I'm stuck in limbo. I'll try to call customer service again but I got a feeling it'll take me a while to get this resolved.