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Verizon’s nice FiOS supply to me: Pay $50 additional for slower Web

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Verizon right this moment claimed that it’s “disrupt[ing] the cable business” with new broadband-and-TV offers that remove “conventional cable bundles” and hidden charges, and the transfer instantly acquired optimistic press from the likes of The Wall Avenue Journal and Client Studies.
Verizon claims the brand new offers can be found instantly for each new and present subscribers. However really getting certainly one of these nice offers is, to date, tough or not possible if you have already got Verizon FiOS service.
I’ve FiOS broadband and TV at my house in Massachusetts, so I used to be in a position to check whether or not Verizon would offer one of many new offers with none trouble. This in all probability will not shock you, however I wasn’t in a position to get one of many new offers in any respect, and a Verizon rep I spoke with did not know when the system can be fastened.
The Verizon rep advisable making an attempt once more later, however I did not get any assure that it will ever be fastened. In the meantime, the choices accessible to me embody some that might increase my worth whereas reducing my Web speeds and the variety of TV channels accessible.
Underneath Verizon’s new mix-and-match supply, clients ought to be capable of select from broadband plans starting from $40 to $80 a month and TV plans starting from $50 to $90 a month:
Enlarge / Verizon’s mix-and-match provides for FiOS.VerizonPay extra—for a similar service
Together with all charges and taxes, I am presently paying $161 a month for 100Mbps broadband and the “final” TV bundle, which has a whole lot of channels I do not care about however does have all of the sports activities channels that my rooting pursuits require. Underneath Verizon’s new mix-and-match supply, I ought to be capable of get the very same bundle for $129.99—that is $49.99 for 100Mbps Web and $90 for TV, minus $10 for the auto-pay low cost.
I am undecided what the ultimate worth needs to be after additional prices are added, however Verizon’s announcement guarantees that the brand new packages embody “No added surcharges, no broadcast or regional sports activities community charges,” and that “The value is the worth, plus tax.” My present worth of $161 contains greater than $14 within the broadcast and sports activities charges, so the newly accessible worth needs to be considerably lower than what I pay now.
The $129.99 deal is offered at my deal with to new clients when you go to the web page. However selecting that deal after which choosing “change service at my present deal with” redirects me again to the “My Verizon” dashboard the place my solely choices are a lot, a lot worse.
Not solely can I not get the deal that prices $31 much less, however altering my bundle in virtually any manner would increase my invoice. Regardless that I’ve 100Mbps already, Verizon’s account administration web page offers me the choice of paying $50 a month extra for slower 75Mbps service. And choosing the identical TV bundle that I have already got would add $40 to my month-to-month worth. In some way, downgrading to a TV bundle with fewer channels would increase my invoice as much as $25 a month:

Web choices accessible to me at my Verizon account web page.


TV choices accessible to me at my Verizon account web page.


(Facet be aware for anybody questioning why it says my present 100Mbps plan was “upgraded from 50/50Mbps”: I signed up for the 50Mbps bundle in early 2015, in all probability a few 12 months or so earlier than Verizon raised the entry-level speeds and stopped advertising and marketing that tier in my space. Over the course of a pair years, Verizon refused a number of instances to improve me to the brand new entry-level speeds, so I used to be paying greater than new clients whereas getting slower speeds. Lastly, Verizon moved me to the 100Mbps plan in early 2019, however the quantity I used to be paying ought to have entitled me to these speeds years earlier than that—if Verizon’s pricing system made any sense, that’s. Verizon now charging an additional $50 to modify from 100Mbps to 75Mbps is outwardly a results of them labeling my plan as “upgraded from 50Mbps.” But it surely’s nonetheless odd as a result of I am already paying 100Mbps costs—and it is doubly odd as a result of years in the past, Verizon solely charged an additional $10 per thirty days to maneuver from 50Mbps to 75Mbps.)
Verizon rep: You’ll be able to’t un-bundle
Clearly, this is mindless, so I began a customer-service chat and defined the scenario to a Verizon rep. He instructed me that “Because the companies are bundled in your present account, we would not have entry to un-bundle the service so as to add the combination and match.”
This defeats the entire goal of Verizon’s deal, as the corporate claimed right this moment that “No bundle [is] required to get the perfect charges.”
“Say goodbye to conventional cable bundles,” Verizon stated in its announcement, shortly earlier than a Verizon rep instructed me it is not possible to un-bundle my service.
I am not underneath contract with Verizon anymore, as I selected to go month-to-month in the course of final 12 months when my newest two-year deal and reductions expired. My invoice was raised about $25 a month on the time, although a FiOS customer-service rep instructed me over the telephone that I might solely get a $10 enhance if I let the contract lapse. The costs Verizon provided me for a brand new contract in mid-2019 had been nonetheless within the $160 vary, so I let the deal expire.
The Verizon rep within the chat field right this moment went on to inform me that I might name Verizon’s account administration group to get the mix-and-match deal. I did that and received nowhere. The account rep I spoke with over the telephone initially instructed me the mix-and-match deal is “solely being provided to new clients proper now.”
I identified that Verizon stated the deal is for each new and present clients, so the rep put me on maintain to do a little analysis. Ultimately, she instructed me that “we do not have the power to position this order in any respect once you’re an present buyer.” Because the customer-service reps cannot apply the deal to my account from the Verizon workplace, it is just doable for me to get the brand new deal by ordering it on-line, she stated.
Whereas she acknowledged that it is presently not possible for me to order the deal on-line, she suggested me to maintain making an attempt the web site “all through the day” as a result of it is a new deal, and the web site might not have been up to date absolutely but. Nonetheless, she did not appear to have any direct data of whether or not Verizon was engaged on fixing this.
In abstract:
Verizon boasted that its new mix-and-match costs can be found right this moment for each new and present clients, and which you could change your plan on-line
Truly altering my plan to get a greater worth on-line was not possible
A buyer rep on Verizon’s on-line chat service stated I might make the change by calling Verizon’s account administration division
On the telephone, a Verizon account supervisor instructed me they cannot change my plan from their finish and that I can solely make the change on-line—which, as my second bullet level notes, shouldn’t be presently doable
I will replace this story if the system will get fastened. For those who’re a present FiOS buyer, I would say it is price going to the mix-and-match web page to attempt to get one of many new offers, however doing so right this moment may be a waste of time. Let’s simply hope Verizon really fixes this sooner or later.
Replace at 5pm ET: A Verizon spokesperson instructed Ars that the corporate is “seeing some points with present clients making an attempt emigrate to the brand new pricing. Our groups are working by way of the problems.” Verizon did not say when the issue will probably be fastened.