I fell for the promo deal for 75 mbps for $10/mo more... no hint that "your mileage may vary" and when I didn't see the speed and looked around at FAQ/Blogs, etc I saw mention of 802.11a/b/g and "older" equipment, so when I got on the chat with the technician I explicitly asked if he could verify my equipment supported the 802.11n spec (300 mbps) so my wireless would be performant. After 15 minutes of wasting more time with his suggesting things like power reset, etc. We find my [wireless] router cannot deliver.
I ASKED IF THEY COULD SEND ME UPDATED ROUTER. "No - you are getting the 75 mbps on the hardwire so they are meeting SLA" The support guy I spoke with yesterday said I needed to buy their newest router ($99).
Yet, a new customer will get $400 gift card and highspeed service with [newer wireless "N" capable] router. I'm with Verizon for 9 years at this home, loyal customer prior homes... and have all services -- including their horrid expensive Cellphone (bought on the basis of several lies told by Verizon salesman - who is no longer at the company). I guess once you're a customer they feel they can hose you over.
What a simply horrid company. I feel sorry to say that for the one or two employees who at some point over the past 9 years did help resolve a problem with service or billing - and the installation team who did a professional job and were helpful (contractors - not employees).
Customer loyalty has no value to Verizon. They have millions of prospects and churn is not a metric the execs look at.
THE FISH STINK FROM THE HEAD. I suspect some Verizon SVP has set the policy that every chance they get, employees are to take advantage of existing customers. There's a need to make more profit to get the stock price up.
*** I've called Optimum who also serves this area and has several times insisted they can save me $1000 a year. I am now ready to listen to my options. http://core-lp-optimum.aiprx.com/tripleplay.php