The other day I mentioned in a report that Verizon would be offering users free FiOSTV digital adapters, as the telco migrates their FiOSTV service from analog to all digital. Several users wrote me to note that while they recently got this letter telling them they wouldn't pay for any conversion hardware (provided they stay at the same address), Verizon is sending them bills charging them $3.99 a month for the converter.

"Prior to now, you were allowed to connect additional sets to the "feed" from the ONT on the side of the house to receive channels 2 through 49 as analog thereby requiring no set top box," one user tells us. But Verizon is converting to all digital signals early (allowing them to recoup analog bandwidth for HD), and users now need either a digital box or a digital adapter (Verizon offers the Motorola DCT700).

The letter being sent out to customers infers that these devices will be free for users who call in, but the users who call in are being billed anyway. "I signed up for the free digital converter in accordance with the letter Verizon sent out," Says NY Tel . "The bill was $40.00 higher than usual as a direct result of being billed incorrectly."

"This is a limited-time promotion," Verizon spokesperson Bobbi Henson told us when asked to confirm the offer. "Subscribers who have an analog television set connected directly to FiOS TV without a Verizon-issued set top box or Cable Card can get one digital adapter from us," she says. "Those receiving the digital adapter from us during the promotion will have their $3.99 a month leasing fee waived for as long as they have FiOS service in that residence."

Henson also confirms to us that as long as users get in within the promotion window, they shouldn't be charged for the adapter (or "adaptor", as the Verizon bill spells it). "The leasing fee for the digital adapter will be waived under a limited-time promotion that we're currently running during our elimination of a small number of analog simulcasts of local channels on FiOS TV," she says.

Subscribers who have an analog television set connected directly to FiOS TV without a Verizon-issued set top box or Cable Card can get one digital adapter from us. Those receiving the digital adapter from us during the promotion will have their $3.99 a month leasing fee waived for as long as they have FiOS service in that residence. -Verizon

Ok well there's a few problems here. First is obviously the phantom charges, which have been an ongoing problem with FiOSTV billing. Second, the letter being sent to customers simply mentions "free equipment," it doesn't say that customers are restricted to one adapter. In fact, users told us the 1-800 number listed on the letter originally told customers they're allowed up to three adapters.

Most annoying perhaps is the way Verizon support makes resolving the billing error like pulling teeth for the consumer. To close, here's NY Tel 's experience in trying to get the billing error resolved:For some reason, you cannot place the adapter order with Verizon's vanilla customer care -- it has to be placed with the Verizon Digital conversion team (888-505-3512). If users place the order with Verizon's regular billing department, you'll be charged the $3.99 adapter fee, plus a one time $19.99 additional jack fee. Apparently you'll also spend a day of your life trying to get the charges reversed.