I am in a similar situation, in that I have been for several years using a MiFi router for my home Internet since I am not able to get cable. In addition I have two iPhones On my plan. Most of my data usage goes through my MiFi router. I was on a 30 GB plan which cost me somewhere around $250/month when everything was tallied up. When the new unlimited data plan came out in February I explored it thoroughly. I had a long chat with the Verizon rep and specifically asked if there was any 4G speed data cap for the MiFi router. I did not want to sign up for a plan that reduced the speed at 10 GB. I felt I could probably live with a reduced speed of 22 GB as advertised. The rep reassured me in writing that the only 10 GB 4G speed cap would be applied to each iPhone. I have the printed transcript of that chat. So I signed up, realizing a very significant savings.
However, when I reached 10 GB on my MiFi router yesterday , I received a text message from Verizon that my speed would be slowed to 3G speeds. This directly contradicted what I was told by the Verizon rep in February. I was quite angry and felt this was a fraudulent bait and switch. I contacted Verizon again and chatted with a rep for an hour and a half and got nowhere. She was cordial, but was limited in what she could do by her system. It was quite disturbing that she stated she could not even give communicate with anybody other than her direction supervisor, and that her direct supervisor could not communicate higher up the chain of command. She offered me a one time $30 credit for my time and frustration, which I accepted, however I let her clearly know that I did not feel this resolved the issue and that I would file an FCC complaint regarding fraud, which I did.
I then did some research and found that Verizon has a webpagecall their leadership webpage. www.verizon.com/about/our-company/executive-bios which includes photos, bios, and contact information for most of their executives. I sent an email to Kenneth Dixon, Senior VP and Group President, Consumer Sales and Service twith a description of my experience. I received a call last night from one of his staff members, Sherene, who was very cordial and stated that she understood my concerns, but that I was given incorrect information by the representative in February. She stated that there is nothing that they could do to change the situation other than guide me to a different plan. She stated that the 4G 10 GB speed cap applies only to the MiFi router and not to the iPhones, and that the iPhone tethering is capped at 22 GB, which I think is also incorrect. She gave me her direct line so that I could call her back if I wanted to. Although I was satisfied with the way she dealt with me, I am still not satisfied with the outcome. I told her that I had filed a fraud complaint against Verizon with the FCC, and that I was going to explore other options available to me for high-speed Internet and cellular service.
Today I received an email from the FCC stating that they had forwarded my complaint on to Verizon.
