@prisaz wrote:
I don't think you can cancel anything online, with the exception of the STB self installs, and that is because it was mandated by the FCC. You can add Premiums, upgrades, and about everything else. It is a little more difficult to remove them. It has become much better with the bundle builder, and it has improved. But from my experience, it is better to call when trying to remove a service. Painful as it may be.
Now if you do logon to MyVerizon and see the channels are not there under My TV, but you are still being billed, Download every bill since they were canceled! You will need the past bills to be sure you have proof.
Contact the billing department, and ask them to look at bill X, then bill Y, and then why are you still being billed. If you do not see the premiums being removed from your account, it could be the order was hung in the system, where the FSC removed the channels, and never closed the order as completed. You should have a email requesting the service change back when the requested to drop the channels with the order number. At that point you may have additional proof, if they were removed and still being billed, and shown on your account.
At any point, you will need to contact billing directly. This is a peer to peer support community, where customers help other customers. My recommendations are based on years of experience, since the FiOS services first started.
Actually, nowadays anyone can make changes to their TV, Internet and/or Telephone plan and modify individual components of their service, including addition and removal of features, equipment, premium/sports/specialty channels and any added services (such as protection plans, calling plans/features, HM&C, etc.) ONLINE.
This is why there is a My Verizon website dedicated to making the customer experience more convenient for customers.
One can easily make upgrades, downgrades and renewals to their account without having to contact customer service.
The removal process of any component (especially add-ons such as premium channels) is as easy as unchecking a checkbox for the specified service/feature from the section of 'My Services', and seeing the removal of the item upon check-out. Afterwards an email is generated reflecting the specific changes made to the account, including a bill estimate.
Besides making account changes, one can view or pay their bills online, enroll in autopay, change their billing address, request past copies of their bill, setup payment reminders and payment arrangements, and view their payment and adjustment history.
What one may have difficulty cancelling online are pending orders previously placed with a future date (or stuck orders with a past date but have not completed), which could require contacting Verizon Customer Service for assistance to have it fixed.
Verizon's Fiber Solutions Center (FSC or Technical Support Department) does not need to be involved with removals of channels as a simple change order can take care of this via an online order from the customer or through Verizon's Customer Service ordering system.
Overall, one can make changes/request for changes to be made to their account (addition/removal of services/features/addons) through these methods:
- online (self-service),
- over the phone through a Customer Service representative, OR
- in person at a local FiOS TV store through a Customer Service representative.
Having said all that, when it pertains to any billing situation, though, I would agree that it is definitely better to speak to Customer Service (or any human being at the company for that matter) to get the issue resolved.
Hence, the inquiry to jg9235 (the OP) on whether he cancelled the premium channel subscription online or over the phone (not that it matters where the order originated from, but just out of curiosity), and whether he has had any contact (recent or previous) with Verizon's Customer Service Dept.
Hope this helps!
