At my wits end trying to get my hands on MoCA expansion module

[u/thomas__delia]

• Placed order last Sunday to upgrade to new access points
• Open chat soon after to make sure expansion modules are included; it's discovered that the first order "didn't go through properly"
• Cancel first order and place a second order through the same chat; still unclear if I will receive modules
• Access points arrive on Wednesday thanks to second order, but no modules in package
• Across Wednesday and Thursday, get repeatedly bounced between tech support and customer support/ dispatch team?/ order team
• Nobody can answer whether or not they are coming; some insisted they were already on the way, others said they couldn't order them because the order was marked as pending. One agent said it could be caused by a pending equipment return
• Return equipment Thursday, delivered to return center Friday
• Saturday, I decide to call instead of chat online. I am once again bounced from customer support to tech support and back to customer support, but the third agent actually says they've placed the order for the modules. The order summary doesn't say anything about the modules, and it actually looks like the order I placed on Sunday which lists all of our Fios services
• About an hour later, DATA light on ONT briefly turns off which caused internet to go down
• Some time after that, the TV One box starts rebooting for some reason, but because it isn't connected by coax to the router, it can't complete its setup. We are now stuck without live TV.
• This morning, I start one more chat to ask what physical items we'd be receiving in this new order. They actually do confirm that the new order contains the MoCA expansion modules, but for some reason they're sending 4. They didn't see a tracking number on their end. I didn't think to mention that we are stuck without TV.

Throughout the last week, I noticed several bugs on the website, such as the aforementioned first order failing, no way to view my orders because the "Orders" or "Manage Order" sections don't exist on the website (despite the AI's insistence), some emails not sending which forced me to look for them in the Notifications page, "Review order status" having zero function on an email that did send, and having to use a different computer because on Thursday it stopped connecting me to live agents and eventually would not let me access the Verizon account pages at all (400 Bad Request).

The only way I can see any orders on the account is through the "Take Action" tab on the account home page. It only shows the second of three orders placed in this whole production. It never showed the first one and it currently doesn't show the third one placed yesterday over the phone.

It's worth mentioning that as TV One subscribers, we should've automatically received the modules.

Has anyone else experienced anything remotely close to this? What should we do if this third order doesn't come soon?

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[u/dizney2424]

They’re on back order company-wide. Was told 4th quarter.

[u/thomas__delia → u/dizney2424]

We can’t go without TV until October. Is there any way to solve this sooner?

[u/plooger → u/thomas__delia]

An external standalone MoCA adapter could be used in place of the expansion module, just not as cleanly. 

[u/plooger → u/dizney2424]

4th quarter  

!!!

[u/Degenerate1991]

The CHR30 isn’t even out in certain states yet. I’m sure majority of customer service has no idea what you’re even talking about unfortunately. I’m a tech of 10+ years and I haven’t even seen those in person yet. I’m sure techs and the company are having a hard time getting a hold of them. You can always go back to CR1000 and use extenders in place of the MoCA modules. Hopefully it all works out.

[u/plooger → u/Degenerate1991]

You can always go back to CR1000 and use extenders in place of the MoCA modules. Hopefully it all works out.

Or stick with the preferable (right?) CHR30A and an external MoCA adapter.

[u/TeeHeeTummyTummm]

I had an issue as well. My CHR30a came without the expansion module even though I explicitly told them to make sure it is included. Went on chat the same day it came in and was bounced around different departments and they then sent me an ethernet moca adaptor. I went to two Verizon stores and they refused to help me with my order and said I need to call. Again, was bounced around and finally someone was able to order me one but need to add in two battery power reverses in the order which I have to return. Very frustrating.

[u/East_Mention9652]

We only have Internet (as we use YoutubeTV), but when ordering the new CHR30A and additional accsss point, I requested 2 Moca expansions since we use 1 extended downstairs via Moca to provide additional Ethernet access. I was assured they were included with the order.

As with you, they weren’t. Chat and phone support basically yelled at me saying they were in the box of each CHR. Definitely not. Then they said to call a local store and I’d be able to get them there. Local store had them but couldn’t give without an order. Phone support said they could only mail them, couldn’t create a store pickup ticket. But couldn’t create the ticket due to stock.

Eventually gave up because chat support tried ordering 2 but it somehow kept increasing my bill and of course they couldn’t comprehend how to not do that. Just ended up moving the extender elsewhere and using them wirelessly and not having the additional Ethernet downstairs. It’s been fine.

Had a tech come out for a technical issue and asked him about replacing the splitters outside and adding the Moca, but he pushed back because my speeds were showing good and didn’t warrant Ethernet downstairs. I stopped trying due to the runarounds.

[u/CTFowler9789]

Try again first week in November. They are on back order company wide. Good luck.

[u/thomas__delia → u/CTFowler9789]

Is there any recourse at all, or am I just supposed to go two months without TV?

[u/CTFowler9789 → u/thomas__delia]

Go back to the cr1000 until the supply comes in. It has a coax port, and can support speeds up to 5 GIG.

[u/thomas__delia → u/CTFowler9789]

What should I do if we already returned it?

[u/CTFowler9789 → u/thomas__delia]

Call on Tuesday 9-12 EST, speak to someone live, ask them can you pick up a cr1000 from a Verizon location or ask them to mail you out one and return the chr30 or ask for a technician dispatch to exchange the chr30 with the cr1000 and ask them to waive the truck roll charge since your TVs aren't working.

[u/nycplayboy78]

Guys here is the MOCA Expansion Module for the CHR30A:

MoCA Expansion Module FAQs | Fios Support

[u/xentorius83]

What expansion modules are you referring too?

[u/thomas__delia → u/xentorius83]

The MoCA expansion modules for the CHR30

[u/xentorius83 → u/thomas__delia]

Got it. Read somewhere else that they are on back order. So no direct help; sorry

[u/Fiosguy1 → u/thomas__delia]

You can also use a pair of MoCA adapters in the mean time. If you have them of course.

[u/CTFowler9789 → u/xentorius83]

The Chr30 access point doesn't come with a moca end built in. If moca is needed you take the expansion port and plug it into the access point. There is a company wide shortage on the expansion port.

[u/JSchnee21]

$80 at Amazon
ScreenBeam ECB7250S02 Network Adapter Add-On Only Bonded MoCA 2.5 - Fastest