I’m really frustrated with Verizon right now, which is tough because I’m absolutely a huge fan of my FiOS Internet service.
We’ve been customers since 2012 and without a doubt they provide the best Internet service available in the Tampa Bay area. I’ve done the research, I’ve priced out the competition, but between their pricing and the symmetrical download & upload speeds that are pretty much unheard of elsewhere, Verizon FiOS is the best.
So why have I spent the last couple of weeks feeling like an inferior customer over one that they could have sometime in the future???
I’ve talked a lot about upgrading my Internet speed lately – right now I’m at 75 Mbps, but I’ve really been eyeing their 150 Mbps package … it’s just that until recently, it was a bit out of my reach at an extra $50/month. So needless to say, I was really excited when I noticed one day when browsing my upgrade options and saw that they had a new promotion where I could not only go from 75 to 150 Mbps for only an extra $20/month, but they’d also throw in the $200 router upgrade for free!!!
It sounds too good to be true, and apparently it was because a couple of weeks ago when I was finally ready to pull the trigger, the 150 Mbps tier was mysteriously nowhere to be found…
My first instinct was understanding enough – there must just be something wrong with Verizon’s website, so I got on the phone and called to place the order manually instead, but the rep who answered my call saw the same thing and was pretty clueless as to why there was a hole in my tiers where the missing 150 Mbps option used to be! It was frustrating to hear her shrug it off, not even giving me an option to escalate the issue for someone else to take another look.
It just wasn’t there, and she was ready to move on to her next call, but that’s not even where the story takes a dark turn.
So I hung up and instead tried reaching out via Twitter, where I got a slightly different, but equally misleading explanation…
This time they told me it was a “technical limitation” and that the tier must simply be “filled up,” so it was no longer available. Here I started to call bullshit because things really weren’t adding up … namely, they had the capacity to upgrade me to 4x or 6.5x my 75 Mbps speed, but not to only 2x my speed!
And granted, I’m not a fiber technician, but I know a little about how math works – I even gave them the benefit of the doubt here and asked if it was really a technical limitation or if Verizon was artificially limiting availability of certain tiers to encourage the higher sales, but from there the tech just doubled down on that speed is popular, so it fills up and isn’t available anymore.
That didn’t make any sense, but in between waiting for responses I did a little more research and found what I thought was the missing key that would finally make somebody say, “Crap – that’s not right! We need to look into that!!!”
Opening up a separate browser and going to getfios.com, I was able to bring up a brand new order – even at this same address – for a new bundle including 150 Mbps Internet service…
Huh???
So clearly there must be something wrong with their ordering system if a new order will offer me that tier, but when logged into my Verizon account it was nowhere to be found!
Well, after waiting a couple of days for a response from the social media team that never came, I decided to send an email to customer service to see what answer they’d be able to come up with for my issue. And at first it seemed promising because I was told that they needed to research it more before they could respond, but eventually they sent me this…
Thank you for choosing Verizon. I have received your email dated 10/29/2015 regarding that want to know why a new customer would be able to get Fios Internet speeds of 100 and/or 150 Mbps while existing customers can not. I apologize for any frustration or inconvenience this has caused. My name is Karen, and I will be happy to assist you. I will also review the account to make sure you are getting the best value.
Thank ou [sic] for your interest in our products and service.
We apologize for the delay in our response and regret any inconvenience to you.
Unfortunately the connection speeds of 100 and 150 Mbps are not availble [sic] to you.
The decision to only offer the connection speeds of 100 and 150 Mbps was made at corporate management level. Unfortunately it has not been advised to us of why the decision was made to only offer the 100/150 Mbps to new customers and not to existing customers other than that there is technical limitation of upgrading the equipment for existing customers who already have Fios working at their location.
I’m very sorry for the inconvenience and frustration this will cause you and your family.
This after Verizon “added more versatility to its industry-leading service” by apparently adding a 100 Mbps tier in between 75 and 150 Mbps, according to this swell press release boasting about their latest promotions in my specific market a month before I was unable to order them myself!
According to this release, “Verizon is the only communications provider to offer a symmetrical speed tier of 100/100 Mbps, or any Internet services offering the same fast download and upload speeds, in the Florida market” … but only if you’re a brand new customer for them because if you’ve already got an account, your business isn’t worth the effort.
Seriously, how insulting is that?!
Here I am, a long-standing customer and very much a fan of the service, and I want to give Verizon more money, and if I had submitted my order two weeks earlier before this asinine decision was made, I could’ve! But now my extra $20/month isn’t good enough for Verizon. They’d be happy to sell me 300 Mbps service at an additional $110/month, but sorry, the next logical upgrade that makes sense for my account isn’t available because they’ve arbitrarily dog-eared that speed for new customers only.
What sense does that make? My next door neighbor could call and get 150 Mbps service installed tomorrow, or hell, my wife could call and apparently get it installed at our same address … as long as she sets up a new account because this account – the one that’s 3 years old and has earned Verizon upwards of $7,000 over the life of our service – isn’t eligible for an upgrade.
Sorry / not sorry.
You wouldn’t do that with HBO or Cinemax – “I’m sorry, I know that you’ve had an account for 3 years, but we’ve reserved those premium movie channels to entice potential sales from our new customers only. We regret any inconvenience that this causes you…”
Traditionally it’s a poor business practice when one of your loyal customers wants to give you more money and you arbitrarily refuse to take it, but apparently a fiber customer in the hand isn’t worth two in the bush when you’re Verizon.
But it’s not too hard to fix this! We schedule an appointment, you send out the technician who makes my dog bark for hours on end while he tinkers around outside, he installs a new ONT on the side of my house and gives me my sweet, new Quantum router, I start paying you an extra $20/month for the service I’ve quite literally been salivating for all summer long, and in the end we all win!
You get some extra money without having to sell me on the upgrade I already want and I get an even faster Internet speed to rub in the faces of everyone I know who isn’t lucky enough to live in a FiOS market … which admittedly is almost everybody I know.
Verizon, I love FiOS and I don’t want to fight with you. I just think it’s bullshit that you’re offering better deals to the new customers you don’t even have yet than you’ll give me who’s been here this whole time. I’ve come to accept that your best promotional pricing is for new customers and my bill jumped up a ways after my contract renewed, but this is service – to tell me that I can have one Internet speed but not another is just cruel.
We can get through this, you and me, but honey, right now you’re being kind of an asshole. Please call me when you’re ready to grow up.
Oh man – was this thing horrible.
