Sorry, Current Equipment Is Only For New FiOS Customers

Marvin is experiencing a very modern problem, one that our great-grandparents would probably be unable to wrap their brains around. His new video baby monitor for his new baby doesn’t get along with his Verizon FiOS-issued wireless router. They use the same frequency. That means that when his baby goes to bed, so do his Internet speeds. There’s a potential solution to this issue: get a newer router that operates on a different frequency. Verizon has them in stock, but not for Marvin. They’re only for new customers, not for him. His best option right now: to pay $130 to upgrade to one of the new routers. Which he still won’t own.

I have been a FiOS customer for over 4 years. I am not a just a customer…I am a super customer. I have tons of additional boxes and services. I am even on their advisory board for new technologies and give feedback via surveys on new and exciting services. The service is usually great. Not ever a problem…until I had a baby…and that means I got a video baby monitor. It turns out most video baby monitors interfere with wireless routers because they are on the same 2GHz frequency. Basically that means after 7 pm in my house, my wireless network grinds to a halt. Speeds drop to near dial-up rates.

Of course, there is a simple solution to this problem. Upgrade to a newer 5 GHz router (802.11n). Only problem…I am an existing FiOS customer. You see, FiOS only offers modern equipment to new customers. Old customers, tough luck. No soup for us.

I have been working with Verizon on this issue since January. They have attempted to send me their dual band wireless N router 2 times. Unfortunately, both times they ended up sending me the same router I already had. When I pointed it out to them, they told me to try again in a month or two, and maybe then they will have the new router in stock to send out. Not so much.

Fast forward. 5 months, I still cannot get a new router from Verizon. I still cannot use the internet after 7pm. I have called, and called, and called some more. I have been bounced from tech support to customer service, to customer sales. Nobody can figure out how to help me. That was until tonight. Tonight I called FiOS support AGAIN. This time I had the pleasure of experiencing a conference call between 2 different departments and a supervisor (after 45 minutes on hold). They concluded the reason I am not able to get a new router to solve my issues is because I am current customer, and therefore not entitled to technology upgrades. WHAT! I couldn’t believe that could be true…so I kept pushing.

They did offer me the option of paying ~ $130 to buy a new 802.11n router. But get this, even if I pay that price, the router isn’t mine. That is an upgrade fee…but Verizon still owns the equipment. Seriously!! They stated I would still need to return the equipment I paid for should I terminate service….even though I paid full price for it!!

Anyhow, The only option to get new equipment from Verizon without being charged (according to the cryptically named Billing and Orders supervisor who also said he doubles as the customer retention supervisor – Mr. [redacted]) is for me to cancel my service and pay a $20 termination fee (yes, $20 – almost seems like a no brainer). Then, if I reconnect at a future time, I would be a new customer and be entitled to modern equipment. Wow…that is fantastic customer service. Bravo Verizon, bravo.

I didn’t really want to cancel my service – but this interaction brought me to the edge with Verizon. I just wanted a functional wireless Internet after 7pm without having to pay a “good customer” surcharge/penalty.

I hope someone from Verizon who has more sense, and more power than Mr. [redacted] will read this. I hope they review the tapes from my conversation with Mr. [redacted] from the evening of May 24, 2012 so they can hear the lunacy of the company policy.

I am sure it made sense in some boardroom…but in the real world, it just pisses off good paying customers and makes them investigate the competition.

So if Marvin wants to have functioning wireless access while his baby sleeps, he has to cancel his service, jump ship to a competitor, and then maybe come back later. Because after this experience, he surely will want to. Makes perfect sense, Verizon.

Other customers have learned that an EECB can be just the tool you need to find someone at Verizon capable of seeing logic. Good luck.

Comments

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  1. Republicrat says:

    Actually his best option would be to go to Fry’s (or his favorite tech store) and buy his own router. It will cost less than $130 and he WILL own it!

    • benbell says:

      He will still have to use the FIOS router but will have to configure it properly to hook up to his router. FIOS routers are basically required for MOCA communications between the cable boxes and many of the features that FIOS offers.

      There are solutions where he could add his own wireless router behind the FIOS router though.

      • photoguy622 says:

        I just had FiOS installed about 2 months ago and hooked up my Apple AirPort Extreme without a problem. I put the Verizon router in the basement after the install guy left.

        Is this an old policy?

        • Intelekshual says:

          No, it’s not an old policy, but it only applies if you have FiOS TV in addition to Internet. FiOS set-top boxes rely on MoCA for guide data, widgets and VOD. If you replace the FiOS router completely, you risk losing out on those services.

          http://www.dslreports.com/faq/14077

        • MrEvil says:

          You have to use Verizon’s router if you get TV through them as well. If you get just internet through FiOS you can use any Ethernet router.

          • Necoras says:

            Just because you use a fios router as the main connection point to Verizon’s network (and thus the internet), doesn’t mean you have to use it for your wireless network.

            Buy a good quality b/g/n router, hook it up as its own sub network, turn off the Verizon wifi. This takes an hour, tops. It is not hard, it is not expensive, it is fast, and you don’t have to ever talk to a Verizon rep about it.

            This is not an issue.

            • PhiTauBill says:

              The problem with a router-behind-a-router scenario is that certain devices will have difficulty being seen from the outside without good port forwarding and static IPs (ip cameras and slingboxes, for instance). This is a BIG Issue with FIOS Service… their newer routers work better than the old erones, but they still are not as flexible as what can be bought off the shelf.

              • Geekybiker says:

                So buy one that you can configure in AP mode. Get a cheat model that supports DD-WRT. It ask as a wireless switch at that point.

                • Christopher Wilson says:

                  there is no need for dd-wrt or an access point. You buy a new router, go into the settings and change its lan ip (from 192.168.1.1 to 192.168.1.201 for example) then turn off the dhcp server and plug a cable from its lan port to one on the actiontec.

          • photoguy622 says:

            Thanks, Mr. Evil, that answers my question. I only have the internet service.

        • themicah says:

          If your FIOS installation was configured with only coax (no ethernet) to connect their ONT (the big box they install) to the Verizon router, you will need to keep the Verizon router no matter what since there aren’t consumer routers out there that use coax connections.

          If you don’t have TV service from Fios and your router is connected by ethernet to the ONT, you can swap out their router altogether.

          If you have TV service, then if you want to use on-screen programming guides, video on demand, on-screen Caller ID, etc., you will need to have the Verizon router in your network or none of that stuff will work.

          Even if you keep the Verizon router in the network, though, you can still turn off its wireless and use your own wireless access point. The easiest way is to disable your own router’s DHCP and NAT features and just run an ethernet cord from one of the LAN ports on the VZ router and one of the LAN ports (_not_ the WAN port) on your own router.

  2. HalOfBorg says:

    Or he could go buy his own router (assuming the FIOS equipment isn’t locked to the Verizon one)

    • daveinva says:

      The assumption is the problem– they *are* locked, you can only use theirs.

      • Marlin says:

        Yes; but he can turn off their wireless and hard wire from their router to his wireless one.

      • Nigerian prince looking for business partner says:

        Couldn’t he plug a new router into the old one, turn DHCP off, and use it as an WAP?

      • Necoras says:

        You are incorrect sir! I have fios, I’ve turned off the fios router’s wifi from near day one, and I run my own wireless router, with my own substantially better security.

  3. Marlin says:

    Just buy a cheap N router and hard wire from theirs to your new router.

    • bwcbwc says:

      Good idea for a tech-savvy person, but why not just get the Wifi Channel and the baby monitor channel hard coded to different frequencies within the 2.4 GHz band. If he’s not technical enough to check the channel configs, he’s probably not technical enough to daisy-chain routers, even if one of them is configured as a bridge.

      • David in Brasil says:

        He’s spent months on a problem that any 15 year old could have figure out. Either daisy-chain another router into the system or reconfigure the FIOS router to use another channel. And this guy is on Verizon’s “advisory board for new technologies”? No wonder they’re in trouble.

  4. deathbecomesme says:

    As others have already stated you can buy your own. You don’t need one from Verizon.

  5. jeffbone says:

    Darn those pesky Part 15 devices and their non-protection from interference…

    There’s always more than one way to solve a problem. Maybe he should consider getting a $30 49MHz baby monitor and be done with it. Of course, the 49MHz monitor might interfere with (or receive) other monitors.

    • physics2010 says:

      Agree. Thank you. Why is he buying a new router, when the current one is working within its proper band? The culprit is the baby monitor. It’s stupid to replace all of your B or G equipment with N to solve the problem.

      • MaxH42 thinks RecordStoreToughGuy got a raw deal says:

        Yep, and if not all of his devices are n-capable, most n routers will still fall back to b or g anyway.

    • CubeRat says:

      This is exactly what I thought, why fuss about the router for your TV/Internet that works perfectly. However, I’m still mystified as to why the router quits at 7pm. Is that when the OP turns on the video monitor? IF so, isn’t it more accurate to say that whenever the baby monitor is turned on, he loses all internet and TV?

    • Samuel H. Dighan says:

      It is a video monitor, not just audio. Regardless, there are also DECT 6.0 products that will not interfere. OP did not research baby monitor, wants Verizon to correct issue he created.

      Exchange the monitor, quit shaming/scamming Verizon.

  6. Torgonius wants an edit button says:

    Most baby monitors.. not all.
    Simple solution, go get a baby monitor that doesn’t run on the same frequency. They exist. I have one, because I have FiOS and a 15 month old. I’ve never had an interference problem with this monitor.

    But then, when it came time for buying the baby monitor and other electrical accoutrements, I researched what would work and what would give problems… and baby monitor was #1 on the list.

    • TerraSin says:

      I’m actually in the process of buying baby monitors myself since I have a little one coming in two months. The best option I found was a wireless camera that is meant for security.

      Realistically, most baby monitors become somewhat useless once the baby is born unless you’re planning another one in the future (or unless you want to hear the aliens talking to each other before they come to harvest us) because of the way they are setup. Not only that, but they are expensive enough to justify looking at other options so that it doesn’t seem like such a waste.

      So I started looking at the new Samsung Smart IP camera and the new Logitech 750n Security Master system. I wanted something I would be able to watch and hear while I’m working in my studio since a lot of the time I’m wearing headphones at 3am and wouldn’t be able to hear the kid crying. The other nice thing is that they both have smartphone applications so I can monitor remotely around the house without having to have one of those clunky devices that are used with most monitor systems.

      The best part is that once the kid no longer needs the monitor in the room, the setup isn’t obsolete because I can then use it as a security system for my house to go along with any other cameras I might already have on the system. It will all work wireless with my router so no worry about interference because that’s what it’s designed for.

  7. Fubish says: I don't know anything about it, but it seems to me... says:

    Tell them the router is defective. Go through the diagnostics with the CSR and fake it. Or buy a new baby monitor (one that can be switched to alternate frequencies (they’re out there and they’re cheaper than buying your own router).

    • deathbecomesme says:

      Yes, lie to get your way. What an awesome consumer you are. /s

      You’re no better than the companies that do the same. What this person needs to do is accept some person responsibility and do a little research to find a baby monitor that wont interfere with their equipment.

      • UserExperienceGuy says:

        Why is it my responsibility. I don’t understand. I pay money for a service. I just want the current technology that they give to everyone else. Why should I continue paying for an inferior service when other customers get superior equipment…that will fix my problem. I just don’t understand your statement about me taking personal responsibility.

        • deathbecomesme says:

          Boo hoo. You can always cancel and reopen an account to get said equipment. But the person in the article is having trouble with a baby monitor HE bought. Verizon didn’t force that monitor on him. He didn’t do any research before hand about wireless interference and now its Verizon’s responsibility to fix it?? Yep can’t argue with that logic.

          • gc3160thtuk says you got your humor in my sarcasm and you say you got your sarcasm in my humor says:

            I’m pretty sure user experiences Guy is the one the story is about. Duh! And i don’t see why he can’t get the new equipment ffs. He pays his bill every month.

      • Fubish says: I don't know anything about it, but it seems to me... says:

        LOL!! I eat flies too! ; )

    • vyper says:

      They will just send him a refurbished unit likely the same model he currently has.

  8. benbell says:

    He can’t simply swap out his router for a new one. FIOS routers are required for the cable boxes to communicate with each other and to the internet. There are various options available where he could add another wireless router off one of the ethernet ports on his FIOS router though.

    • headhot says:

      He can turn the wireless off, run a jumper from the fios router to his own with wireless turned on.

  9. LabanDenter says:

    Waa Waa Waa. I dont want to fix things I broke by myself why cant someone do it for free.

    • nishioka says:

      What the actual fuck does this mean?

      • That guy. says:

        It means, “Hey everyone, I didn’t read the post very well!”

        • Darury says:

          Actually, the router wasis working fine. The issue is due to new additions (baby and monitor) that are causing issues. While replacing the baby might be a stretch, getting a monitor that doesn’t work on the same frequency should be simpler.

      • LabanDenter says:

        it means the guy bought a baby monitor that broke his wi-fi. Then instead of fixing the problem (the baby monitor he bought). He wants Verizon to spend money to fix a problem they did not create.

        If he gets rid of the baby monitor his wi-fi will work.

        So who’s problem is this? Verizon, or crybaby Marvin?

  10. PBallRaven says:

    Oh my, how did humans survive for thousands of years without baby monitors?

    Seriously, you don’t need one. If the baby has some sort of condition that requires you to be hyper-vigilant, just sleep in the same room.

    And yeah, I’ve got kids.

    • justhypatia says:

      That was my first thought, not just radio but a VIDEO baby monitor?

      Calm down, realize that junior isn’t any safer with 24 hour surveillance, pitch the baby monitor and enjoy an HD movie with your consistently fast internet connection.

    • Pagan wants a +1 button says:

      I came here to say the same thing. We managed to safely raise a child without being able to hear/see every gurgle, burp, fart and rustle of blankets from the other end of the house. Check on the kid periodically and they usually grow up just fine.

  11. mattyb says:

    I ran into the same problem just yesterday. I called because I’ve been waiting for a wireless N router for over a year, and all they offered me was to upgrade to that one for $130. Yeah, right.

    • physics2010 says:

      Morpheus says – What if I tell you that an N band spec 2 defaults to 2.4 ghz? What if I told you that 5.8ghz is more easily blocked by solid objects?

  12. aloria says:

    1. Use physical ethernet cable.
    2. Buy a cheap wireless router, connect to Verizon router
    3. Buy a different baby monitor.

  13. daveinva says:

    As noted, FIOS requires their own router, you can’t just go out and buy your own N router.

    I love my FIOS service, but the one sore spot for years now has been the lousy Actiontec G router that I have. Years after the entire tech world has moved to the N standard, FIOS still forces folks to use the G router. I’m glad the OP dealt with the nightmare so I didn’t have to– until FIOS makes it easy (and inexpensive) to upgrade, I want nothing to do with that nightmare.

    Dang shame, it’s my only ding against FIOS, and it’s something that SHOULD be simple to fix.

    • ehchan says:

      You may have to use their router, but there’s nothing that says you can’t use a better wireless router in access point mode behind it and disable the Verizon router wi-fi.

      • IphtashuFitz says:

        Exactly. This is precisely what I do. Disable the wifi in the FiOS router and use my own. In fact I really don’t care about all the “features” that FiOS offers since I use my own TiVo’s in lieu of their own cable boxes, so I connect the FiOS router to my own Netgear router and everything in my house connects directly to my Netgear router instead of to the FiOS one.

        • Christopher Wilson says:

          If you only have tivos (assuming hd ones with cablecards) then you don’t really need the actiontec, just an ethernet cable ran to the ONT.

  14. Invader Zim says:

    Weird how the OP took the time to write and compalin but doesnt spend a few seconds to think, and then do other solutions that work. Geeze shhh already! Change the monitor, get on with life, and worry about serious issues, like ones you cant solve.

    • UserExperienceGuy says:

      Thanks Mitogenesis for the helpful suggestion. In fact I took more than a few seconds to think. I know the other solutions. What I was bothered by was the fact that Verizon treats its established customers poorly. Yes, I could go out and buy a different monitor. But why? They have the technology available that fixes the problem. It is widely available. They just won’t give it out to me unless I pay an “good customer” surcharge for the right to “borrow” it…and even then, the equipment isn’t mine. I think you might want to think about that for a minute and then you might realize why I posted. And no worries…I will think about some serious issues too. Clearly, this isn’t the most pressing matter in my life…but I do think it is wrong and should be discussed. Clearly you don’t. Good for you.

  15. homehome says:

    From what I understand, you cant just get any old n router to work with it because fios routers are different from your regular modems, I haven’t done a lot of research, but that’s what I understand.

    • Si_driver says:

      It looks like you really haven’t. there is nothing stopping you from buying any wifi router you want and connecting it to the verizon router via an ethernet cable, then turning off the wifi option on the verizon router.. Problem solved. Not sure what you have research but it’s this simple.

      • homehome says:

        I really haven’t research, I actually just tried it on mine and it worked, I did the same thing last time and it didn’t work, so I’m not sure what the problem was. But I’m glad to have my old router back.

    • j2.718ff says:

      Routers are different than modems? Really? Just because they’re completely different things doesn’t mean they shouldn’t be the same, right?

      Perhaps the confusion comes from the fact that some routers have modems built in. Fundamentally, though, a router’s job is to (wait for it…) route packets. A modem MOdulates and DEModulates signals, allowing useful digital communication to take place across an analog medium.

  16. d0x360 says:

    Jesus man go spend $50 and buy a new router! Have you tried changing the.channel of your current router? Perhaps channel 11 1 or 7 would work

    • UserExperienceGuy says:

      I have changed the channel. Unfortunately I live in very crowded area…so finding a channel is not so easy. And yes, I could spend the $50 (or like $100) on a new dual band router. That isn’t the issue. I just am questioning why I would have too. I spend a lot of money with Verizon…renting there equipment. Why should I be forced to rent old equipment? It makes no sense.

      • Rachacha says:

        With the 2 FIoS installations that I have had as well as talking to my friends, they have given me the router at no net cost to me, so you are generally not renting the router, nor have you paid anything for the router. On my first FIoS install I started out with just data and then added TV when it became available in my area. The tech seeing that my setup was more complex than the norm (at the time a 16 port switch and a Vonage router) added a box to handle TV VOD but gave me at no charge an action tech router if I ran into problems. When I turned in the equipment, I only had to return my set top boxes and I was able to keep my router that I got from Verizon.

  17. headhot says:

    Buy your own. Verizon’s routers blow anyways. The have a memory leak. If lots of tcp or upd ports are opened frequently, the router will lock up.

  18. DanKelley98 says:

    I’m no fan of Verizon, but dude, you’re the one who bought the baby monitor. Perhaps find a baby monitor that operates on a different frequency. Verizon owes you nothing (though it would be nice if they would help; and that “cancel account and then become a new customer” business is purely insane and is a great example of idiotic corporate rules).

  19. bwcbwc says:

    He should be able to change the channel used by either the baby monitor or the router. There are 15 channels available, and unless the baby monitor is chewing up the entire 2.4 GHz band (which is illegal by the way), he should be able to configure around this. Verizon is probably being anal about the replacement because it’s a config issue, not a hardware defect.

    • Doc S says:

      There are 11 legal channels available for 802.11g in the US. To some extent, all but three overlap – 1, 6, and 11 – because the channel separation is only 5 MHz while the channel bandwidth is 22MHz.

      Some router software will allow you to choose channels 12, 13, and 14, but most US-market devices won’t look there for a signal without hacked drivers, so good luck getting anything to work there that you don’t have kernel access to.

  20. adent1066 says:

    Verizon is a PITA about these kind of things. The thing I find more annoying is the fact that new customers always get the better deals and the loyal customers get screwed. Case in point, new customers will get the DVR for life for free (as long as you stay with Verizon) whereas existing customers have to pay the monthly charge.

    By the way, I’m pretty sure new customers don’t automatically get the router he’s describing. I believe the gigabit router (that’s available for the $130 charge) is only for those customers who get the 150MB/35MB plan.

    • UserExperienceGuy says:

      Nope. They are definitely giving out the new router to everyone in our area. it is easy to spot them. They have an orange stripe and 2 antenna.

  21. thor79 says:

    Get a 802.11n ACCESS POINT not a router (as others have suggested)…that’s all you need so long as the FiOS router has an ethernet port. You can probably then disable the wireless coming off the FiOS router and eliminate any interference it may cause with the baby monitor. Not only does it eliminate any issues with having two routers (shouldn’t be a huge issue though), but it’s also a cheaper solution than buying a second router and provide you exactly what you have now but on a different wireless band.

    • thor79 says:

      btw…I’m assuming for some reason he can’t change the wireless channel used by either the baby monitor or the router. That’s the simplest option but I wouldn’t put it past Verizon to limit the configuration options for their routers to the point of making this impossible.

    • binkleyz says:

      Or buy a router capable of running DD-WRT (http://www.dd-wrt.com/site/support/router-database) and set it up as an access point, plug one of the outbound ethernet connections on the actiontec into the WAN port of the router running DD-WRT and disable DHCP and routing on it.

      • thor79 says:

        Yeah…that’s an option…but considering they didn’t think of the options I presented…I wouldn’t expect them to have the knowledge to know how to do exactly what you described. I would rate the subject of this article to have a lower level of technical knowledge…so going into such detail doesn’t help things at all.

        Judging this kind of thing comes from years of help desk experience…which is sounds like you don’t have. Keeping it simplified is best.

  22. soj4life says:

    $130 for a n router, and you don’t own it? Verizon thinks they are apple now. BB sells a dual band belkin for half that price.

  23. MrEvil says:

    Step 1: Purchase a Wireless N router/Access point
    Step 2: Turn off Verizon router’s Wi-Fi.
    Step 3: Assign IP address on N router and disabled DHCP server (if you buy an access point you won’t need to disable DHCP)
    Step 4: Connect a LAN port on the N router/AP to a LAN port on the Verizon router (you may need a crossover cable for this)
    Step 5: ???
    Step 6: Profit!

  24. UserExperienceGuy says:

    Thanks to everyone (or most of you) for your responses. Clearly there are some options. I could certainly go out and buy my own equipment and hook it into the old Verizon router. Sure, I could buy a different baby monitor (although, many of them have this issue) – but that seems unnecessary (and at this point I can’t return the one I have), or as some suggested I could just not use a baby monitor (kinda not anyones business).

    My issue with buying my own is I shouldn’t have too. I pay every month to rent equipment. Why should I pay to rent old outdated equipment. I don’t understand. If I wasn’t forced to use their equipment (and pay for it), I would gladly purchase my own equipment and this would be a short conversation. But that is not the case.

    Anyhow, I just feel slighted as an existing customer. I understand offering perks/discounts to attract new customers. It is part of the game. But I don’t understand why I have to rent old equipment forever because I am an existing customer. It makes no sense. I am sure someone on here will defend it. It just made me upset…and that is why I wrote the letter.

    • HogwartsProfessor says:

      AT&T does that too. If I want a newer modem, I have to buy it. It’s ridiculous. These draconian “service” policies have to stop.

    • Geekybiker says:

      We understand, but how much is 5+ months of your internet not working in the evening worth to you?

    • BurtReynolds says:

      Agree. Don’t even think about trying to get the newest DVR unless you want to pay $40. Never mind that the old DVRs ran like a Pentium II trying run Windows 7 once they upgraded the guide menu. That and you could only save like 3 hours of HD programming on the tiny HDD. I just told them to give me the best “free” DVR they could, so I have the old one that can run the software better. Been with Fios for 5 years. TV, Phone, 35/35 internet. Guess I am not that important. If the other providers weren’t so awful (Comcast, Dish) I’d cancel to make a point.

    • Rachacha says:

      Are you actually RENTING the router from Verizon. Each of my installs (one from 6+ years ago and one last year) and in talking to my friends, the router was given to the customer at no additional charge (unlike the STBs which do have a monthly rental fee).

    • krista says:

      Have y6ou tried actually going in to a customer service center with the old router and ask in person for a new one? (Not mentioning any of your previous conversations) They might have a new one behind the counter and swap it out. If not, it seems like disconnecting service and then immediately signing up for new service (perhaps in your wife’s name), as absurd as it is, is the way to get the new router. Usually, they send you to a special department for cancellation of service whose job it is to keep you as a customer, so maybe they can pull strings the regular customer service people can’t to get you the new router.

      I’m not sure why so many posters don’t get why you’re upset. As a long time loyal customer, why shouldn’t you be given the same equipment as a new customer? Verizon is being idiotic and causing a negative experience with a customer who was very satisfied before this issue.

  25. There's room to move as a fry cook says:

    The OP had FiOS before the baby monitor…. so return the baby monitor for one that does play well with the router. No mention of which baby monitor the OP has.

    Baby Monitor Frequency: http://www.cheapism.com/baby-monitor-frequency

  26. QuantumCat says:

    The dual band router might not be the one stop solution it might seem.
    802.11n isn’t synonymous with the 5GHz band–it can be 2.4GHz and/or 5 GHz.

    The problem I see is many 802.11n compliant devices only support the 2.4GHz band. (e.g. Xbox360S, iPhone4, Roku2) They’re definitely not uncommon–if any of the devices the OP uses are in that category, or are 802.11g, then he’s still going to get interference from the baby monitor for those devices–or have them completely unable to access the internet if he puts the router in the 5GHz band only.

    • UserExperienceGuy says:

      Agreed. However, I only have one device that doesn’t have a 5gHz radio (my phone). Everything else I own is capable on working at that frequency. So traffic from my phone will be slow…but sinceI don’t’ browse the web on my phone often, it isn’t an issue.

  27. chiieddy says:

    Are FIOS routers special? You can get a decent router at BB, Staples, NewEgg, Amazon, etc for a reasonable price.

  28. jvanbrecht says:

    So much mis information in the comments..

    FIOS installs in recent years use COAX, unless you pester the crap out of them, they will not enable the ethernet port on the ONT (the network terminal box for fiber).

    If you go with the ethernet option, you can still get TV, however you will need a MOCA device to bridge the ethernet to COAX for your TV’s/STB’s. Dlink and Netgear both make them (they are sold in pairs, I managed to pick one up for around $80 via amazon, do not use the Motorola NIM100’s, they no longer work, they were originally provided by verizon to early FIOS users when they were wiring with ethernet).

    The best solution for the OP, is to purchase a third party wireless router, disable wireless on the Actiontec (which by the way is an absolute piece of crap with a tiny state table the fills up quickly while gaming on consoles and then needs to be rebooted or your performance drops.. this may have been resolved in new revisions, but I doubt it), setup the new wireless router as a straight up bridge (do not enable dhcp or any other services), hook it up with ethernet to his FIOS router, and problem solved.

    The best solution if you are technically savvy, is to completely remove the actiontec from the equation altogether (if you use STB’s and VOD, then you can keep it, but use it as a generic network device rather then a gateway). This is what I do..

    Fiber -> ONT – > Netgear MOCA bridge -> freebsd (not pfsense..) gateway – >24port manage GIG switch (cisco, from ebay, off lease corp device, nice and cheap).

    Wireless is connected to the switch, as is the actiontec, like any other device, the actiontec is then connected to the TV network COAX network to retain VOD and guide data (not that I use it, I use mostly TIVO’s with cable cards).

  29. Fishnoise says:

    Unless the baby actually has a medical condition that requires close monitoring, or your house is large enough or solidly built enough to completely muffle the sound of a crying baby, you’ll probably find a baby monitor to be one of those things that you can live without.

    We had one for our first child, but once we moved away from our brick-and-plaster 1850s house into modern construction, we could hear him just fine no matter where we were inside — and he didn’t sleep through the night until after his second birthday.

    We didn’t even bother setting it up for numbers two and three.

    • UserExperienceGuy says:

      Sure. We don’t need one. But that is my personal choice. Not sure what it has to do with Verizon not providing updated equipment to established customers. I think that is the point I am trying to make.

      • Fishnoise says:

        Honestly sorry I’ve offended you. It’s just that one of the great joys of having going through parenthood is the ability to butt in with wholly unsolicited personal advice to new parents! [Smile.]

        Please, though, accept my congratulations and best wishes on the new baby!

  30. vyper says:

    Not really a big deal, pretty much the same policy for any internet provider. He just needs to go verizon.com/fiosaccessories and pony up the $115(+$15 tax/shipping) for the new router if he wants to keep all the fios tv features. Since he still has the original one, that’s the one to send back when his service is up. He owns the N router outright. I’ve done this myself and it came in two days. Otherwise, follow the instructions over on broadbandreports to roll your own router.

  31. GrandizerGo says:

    Wow, really?
    You bought something that you added AFTER you had fios and you want verizon to give you / replace for you perfectly good functioning router because you bought something that interferes with it?
    For free?
    Sorry, but you added the item that caused the problem to their service. Why should they do anything?
    In your own words, the service works UNTIL you turn on the offending equipment.
    I am sure there are baby monitors that do not interfere. Buy one, you will own it, sell that one to someone without fios or with the 5Ghz router.

  32. bassbeast says:

    I have two kids (two years old, one week old) and zero baby monitors. I promise, you’ll hear the kid crying unless you’re in a mansion where you’re in the basement and your kid is on the top floor. Ditch the monitor.

  33. Hi_Hello says:

    call the baby monitor company, see what they can do.

  34. CrazyEyed says:

    Am I one of the few who thinks he should just pay a lot less to get a new baby monitor than to deal with Verizon’s Customer Service. Much smaller price to pay.

  35. dross says:

    Step 1: Log into router config page (typically http://192.168.1.1 by default).

    Step 2: Enter password to admin page (typically no user name, ‘admin’ in the password field for Linksys, or Admin/password for others – see documentation for yours if needed)

    Step 3: Locate the Wireless Settings configuration page

    Step 4: Change the broadcast channel (Typically 1-11 for 2.4 GHz) so that it’s at least 3 channels apart from the baby monitor.

    Optional: Change the baby monitor’s broadcast channel if possible, so that the devices are separated by as many channels as possible, e.g.set WLAN to 1 and monitor to 11.

    Optional 2: Get a wifi analyzer app (I got one free on android) and check what channels are in use in your area

  36. Gravitational Eddy says:

    Best answer, ditch the baby monitor and wire the baby direct into the network. Couple of neck jacks while they are young and they’ll never notice it later on when you ask them to Brain Google you the “per capita import figures for Toyota-Reinplatz”.

    Seriously, how big a house do you have that you have to have a monitor for the kid?
    These monitors are also a security leak, you may be leaving your homes security open to a snooper with a scanner listening in to your household whatever from out there on the street.
    And if it’s one of those video monitors, the same thing goes, just know that guy on the street can see what your kid looks like….
    I’m just saying, dont give them the opportunity to do anything….

    Security begins at home. Just do a basic survey before you start becoming complacent.

  37. Samuel H. Dighan says:

    The customer created this issue by not adequately understanding the impact the monitor would have in his home. Interference in the unlicensed 2.4Ghz band is common. The router was there and working before the new baby monitor. Return the monitor for a DECT 6.0 system*. I am agreeing with Verizon FIOS.

    * I have multiple DECT 6.0 cordless phones and no 802.11a/b/g/n interference issues.

    • UserExperienceGuy says:

      Apparently, you have missed the point. The point is Verizon doesn’t value existing customers enough to upgrade them to newer equipment when it becomes available.

  38. gedster314 says:

    Who uses the crappy wireless included with modem? You will get much better performance any main stream wifi router. Well worth the extra money.

  39. Awesome McAwesomeness says:

    Can’t you just go check on the baby? We only used a monitor at night when we slept. The baby will live if it wakes up and cries and has to wait for a few minutes.

  40. some.nerd says:

    Dude… OP is kinda clueless. Why doesn;t he just buy himself a new router? You can get an N-band for like, $60 and own it outright.

  41. yaos says:

    I’m not sure how it’s Verizon’s fault that a baby monitor uses the 2.4 GHZ range. Why did he get a baby monitor that he knew would interfere with his existing system when he could get a 900 MHZ one? http://www.amazon.com/Safety-1st-Nursery-Monitor-System/dp/B00005BSXI

  42. icerabbit says:

    Can’t side with Marvin on this, though I agree that the $130 extra while already renting equipment is just greed.

    The bottom line is that the baby monitor is the problem. A new router isn’t going to the interference issue unless you switch all your equipment out to 5Ghz.

    A different monitor that doesn’t use 2.4GHz is the best option; and those things leak the video signal to the outside world anyway.

    How do I know? I have used two 2.4 GHz wifi video links. One can snoop on another. And yes, they absolutely knock all wifi devices off the router within their range. A microwave does the same thing with devices near it.

  43. oldtaku says:

    Do NOT ‘just cancel’ your service and think you can just sign back up for it again unless you’re prepared to go through months of no service and even worse phone hell. You will confuse them. They’re confused enough already. They can barely remember to breathe.

  44. wkm001 says:

    802.11n is a wifi standard that can run on the 2.4GHz and 5GHz frequencies. But using an 802.11n router will not guarantee it uses 5GHz frequencies.

    While Verizon could be more accommodating, it isn’t their fault the FCC set aside frequencies that could be used without a license and you have a second piece of equipment that uses the entire band. Have you tried using different frequencies on the router? Try channel 1, 6, or 11. Some routers have the ability to run a site survey. To give you a visual representation of what frequencies are in use. Run this test with the baby monitor on. Try unplugging the baby monitor, plug it in, and run the site survey again. Maybe the baby monitor jumps channels. If it does perhaps you should call the manufacturer of the baby monitor and complain.

    I’m not sure if you want video and audio, but here is an audio only baby monitor for under $30.
    http://www.amazon.com/The-First-Years-Receiver-Monitor/dp/B0001GZ3VE/ref=sr_1_6?s=baby-products&ie=UTF8&qid=1338316015&sr=1-6

  45. dush says:

    How about just getting a different monitor?

  46. BigDragon says:

    I have this same problem with my FiOS DVR. They said I can’t have the new higher capacity black DVR because I am not a new customer. Apparently only new customers get the black DVRs. I’m stuck with the old grey ones that are slow and don’t hold much HD programming on them. Verizon wanted to charge me $100 to upgrade the box. As someone who has been a loyal customer for many years they should be upgrading me FIRST before their new customers.

    My neighbor several doors down just got one of those new FiOS routers. All the older ones failed to work for some unknown reason. They went through 5 of the older routers…5! The new 5 GHz router was the last one tried and the only one that functioned for some bizarre reason. Most of the techs have them on their trucks, but they don’t like to give them out. There’s a Comcast regional manager living next to me and one-by-one people have been switching from FiOS over to Comcast because you can just ring his doorbell and get a quick resolution to any Comcast problem. As much as I hate them, I won’t tolerate much of Verizon’s ridiculous support given my neighbor.

  47. UserExperienceGuy says:

    I truly appreciate everyones feedback. For those of you who think that my parenting style is to blame for my slow internet…thanks for the input. Oh, and you all missed the point.

    For those of you who said I caused the problem by buying a video monitor, I will pose this question. What if it was my neighbors baby monitor causing the problem and not mine? Should Verizon help me out then? Or is it still my fault for moving to a neighborhood with a lot of overprotective parents who didn’t have the time to research wireless baby monitors and there impact on 2.4 Ghz wireless signals?

    For those of you who said I should just buy my own wireless router and bypass Verizons, that is a fair idea. I have thought of it, and it probably is the solution I will go with. I just don’t know why I should have to pay for something that Verizon gives new customers by default. Is my money not as good as their money because I am an established customer?

    Listen, Verizon has the right to make any policy they want. But clearly, as an established customer, Verizon (and many other companies) tend to treat you like a second class citizen. I think that is wrong. That is my point. Too everyone who didn’t understand that was my point, I will try to be clearer next time.

    • Hi_Hello says:

      hmmm i thought everyone knows that every ISP treats their new customer way better than their existing customer. Once you are passed the 30 days money back guarantee (if that have one) you are nothing to them.

      I thought there was a study that say more cost efficient to focus on getting new customer than making the current one happy.

      I think this applies to cell phone companies too.

      good luck with you situation.

      Oh, if your neighbor did buy a device that caused the problem you could call them up, tell them there’s a problem you don’t know why and they will try to figure it out, after awhile they would replace it. After a few replacement they might get you a newer model. But I would rather go through hell and back again than to deal with all that.

      Last time I signed up with verizon internet, had a problem and I knew what was wrong (their end), it was fixed after a day or two. Then there was a new problem (need new wiring) and I didn’t want to deal with them so I cancelled it.

      Although a new wireless router make the most sense, it’s not perfect. I did that, and sometimes there are problems because of the verizon equipment interfering with the new equipment. I never played with fios stuff, so I don’t know.

      Good luck.

  48. meh_cat says:

    Just buy a new wireless N router for $50, and plug it into the Actiontec, and use it as a wireless access point. Don’t set it up as a subnet; make sure it’s set up as a wireless AP.

  49. SwaggeringCuban says:

    five months and you still haven’t bought a router?

  50. Jerem43 says:

    Get a Ceton HD Network tuner card and a VZ cable card. They work great. A HTPC with one can run 6 simultaneous HD channels, whether recording you programs, watching live TV on another PC over the network or using a Windows Media Extender (MY Sony Bluray player acts as one) you can use that one PC as a media server for the whole house.

    I have 3.5 Tb of storage in that PC and can record almost 30x as much stuff as the VZ DVR and do not need their cable boxes anymore. You lose the On Demand stuff, but Hulu Plus, Netflix and Amazon Prime make up for that.

    Once that is setup, get rid of the ActionTec router and get a n/ac router. save yourself the $30+ a month in rental fees.

  51. ecuador says:

    Oh, come on! The problem is the baby monitor, not the router. Probably over 99% of routers deployed right now are at 2.4GHz (a, b, g). In fact, from the start of the wifi popularity up until a couple of years ago it was almost the only option. Don’t tell me that during the last decade whoever had wifi could not have a baby monitor? I can’t believe that “most” baby monitors interfere with wifi.

  52. GuinessDraft says:

    Wow. This doofus is on the Verizon Advisory Board that discusses new technology, yet he doesn’t understand that he can change the channel of either his router or the monitor? No wonder the corporate world is in such disarray….

    • UserExperienceGuy says:

      Ya, can’t change the channel of my monitor. Talked to the manufacturer of it…but thanks for playing.

  53. mikebw says:

    I don’t see how you wound up in this situation really, just call them up when your connectivity is down and say the router is not working properly. They can check it remotely and see that it is slower than what it should be and send you a replacement.

    One day I noticed my 4-year old FiOS router was only getting 5Mbps downloads where I am supposed to be getting 20Mbps. Their tech support said they guarantee something like 70% of the speeds, so clearly there was a problem with the router. She ended up sending me a free replacement router that even had the N-spec wireless which was a great improvement over the older G-spec. No games with billing or anything, turns out I didn’t even need to send the old one back.

  54. Moniker Preferred says:

    5GHz is not guaranteed within 802.11.N. Many clients (computers, printers, etc.) do not support 5 GHz. Most of them, I’d say.

    Verizon should just give him what he asks for, a 5GHz router….then charge him up the butt to replace it when he finds out that none of his wireless clients actually support 5GHz.

    Go find another baby monitor, or do what people did before there were baby monitors.

  55. Moniker Preferred says:

    5GHz is not guaranteed within 802.11.N. Many clients (computers, printers, etc.) do not support 5 GHz. Most of them, I’d say.

    Verizon should just give him what he asks for, a 5GHz router….then charge him up the butt to replace it when he finds out that none of his wireless clients actually support 5GHz.

    Go find another baby monitor, or do what people did before there were baby monitors.

  56. floridavet says:

    Tell VZ to put their router where the sun don’t shine. And just get one of your own.

  57. Rick Sphinx says:

    Cox one replaced my 80 hour DVR, with a nice new 60 hour DVR, took 3 more replacements to get back to where I was before the first one broke. Typical.

  58. Dyscord says:

    Buy your own router or a baby monitor that uses a different frequency.

  59. Dyscord says:

    Also, the “newer equipment is for new customers” thing isn’t anything new. Satellite companies do this as well. Despite being a dish customer for years, if I want the newer boxes I have to sign a new contract AND pay a deposit.

  60. Romario says:

    I have FiOS. I use my own dual band router. I turned off the wireless portion of the FiOS provided router. It’s been working fine for 2 years.

  61. ilovejudysreef says:

    Ok i too am going through this, with ipad connections. I have contacted Verizon many times, only to find out i too need the n-router, soon everyone will. last week when i searched on their website for router, it was $200.00. i told them i should not have to pay to update my router. and we should not. so then i was talked into upgrading my speed to quantum, and i love that, its been great,. but i was told i would receive the n-router in the mail, i did not. today i called, and they said there was nothing mentioned on my upgrade for the router. so back to square one. So today i looked again at the verizon site, now it is $79.99 for the same router. i belive it will not be long and they will be offering an exchange to all customers. oh and it also said next to the order Purchase Qualifies for replacement exchange program. sooo hang in there, keep bugging them, they will give.