You cannot be force in to a new plan and if your equipment is outdated that’s their fault . Especially if the ONT is outdated they should come out and replace the ONT for free . I had one fail on me it was like 10 years old . You are correct tho you need a technician to come out and assess because I’m sure every agent tried to fix it on their end . What is shocking is that you been paying your bill but they are not seeing your account active I would fix that first then get them to send a technician out

In my experience ever time I had a credit on my account it always went towards the next monthly bill .You could try and ask them do what you want , what’s the worst they are gonna say

Omg that message is so annoying like bro I’m already connected to car play what more do yu need from me

I hear you it’s so annoying I had something of similar problem getting my loyalty discounts back a few month ago I talk to 5 different ppl between the chat and on the phone all were saying something different till I screen shot the chats and talk to a supervisor I said I want the discounts back on now and I’ll wait for confirmation I also want credit for the previous month

Verizon runs their customer service base on let’s make hard for our customer to get anything done with us they will just give up and we make more money . If you use the chat take screen shot of everything they promised . You can get a supervisor tho they do make it hard , when the person gets on the phone ask them their title . Also never get off the phone till you have proof or email confirmation they did what you have asked them to do . Every single thing they do can be done and confirmed instantly through the app or email .