Shadow Queue - HELP!

Question

I have been trying to upgrade my TV service and each order (1 online and 1 via a phone call) ends up in the "shadow queue". The online order completely disappeared from my account according to the phone rep I spoke with when I placed my order the 2nd time. Now I don't see any record of the 2nd order that was placed. What do I do????

[Deleted User] · Accepted Answer

Hi melian578,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.