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I have been a Verizon mobile customer since 02/2018 and a FIOS customer before that. I signed up for Mobile+Home Rewards and I had been receiving the Level 2 discounts ($5/mo off Fios + $5/mo off Wireless). In December 2019, I upgraded to FIOS Gigabit, which should have pushed me to the Level 3 discount ($10/mo off Fios + $10/mo off wireless), but while my account was changed for Fios, it was not automatically changed for Mobile and I am shown as Level 2 instead of Level 3 in the mobile in the app. Below are the discounts on my bills. Can someone please help me resolve this? I have been trying to get this fixed for months without much success. Thank you!
MOBILE BILL:
Current discount: MOBILE + HOME LEVEL 2-$5.00
FIOS BILL:
Current discount: Mobile + Home Level 3 - $10
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We certainly want to see you get the appropriate discounts on your wireless account and I am sorry it has been so long. What are you seeing when you access the Mobile + Home page in the Verizon Up section of the app?
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After months of run around between FIOS and Wireless, I just connected with a wonderful mobile chat rep who actually paid attention to the issue and was able to get my correct level to show up for mobile in less than 10 minutes. He basically followed the Verizon guide which suggested de-enrolling the user and then asking the user to re-enroll via the app. I could not thank him because Chat crashed and I cannot reconnect.
Now that level 3 shows up for me in the app, what about the $5 discount I should have been getting for the last 9 months ($45)? How can I get credited?
Thanks
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That's fantastic to hear about the issue being resolved with the level. To go over any last minute details, please send us a Private Message.
ZakC_VZW
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Same problem where u able to resolve this? How? Thanks
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I also am on Level 3 on Fios $10 discount and Level 2 on wireless $5 discount . After numerous phone calls, I was told today that it is because my unlimited plan is not premium. They also have changed the Mobile + Home to 2.0. If I switched to the new 2.0, I would get the $10 off mobile but would lose the $10 on Fios. Mathematically it is better for me to leave it the way it is. I just don’t know why I was told I would get $10 off each when I changed to Gigabit WiFi almost a year ago. I also don’t know why it took so many calls and hours on hold being told that it will be corrected within 1-2 billing cycles to finally get told I am not getting the discount. Customer service representatives need to know their stuff and should not have different information from one another. Some might say that it is only $5 per month, but when I’m paying for 5 phones and 3 watches on top of cable, internet, and phone services discounts mean a lot.