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transfer line of service problem

I've been trying to transfer a phone number from one account to another, but I keep encountering an error message when I try to accept the terms and conditions. The error message reads, 'We are experiencing a problem connecting you to a server. Please try again later.' I tried again almost two hours later, but the same error message appeared. I also attempted to get assistance from a customer service representative, but they couldn't resolve the issue.

Comments

Verizon_Support

Oh, no! Dealing with number transfer issues can be overwhelming, especially if you keep getting error message after error message for the past two hours. Our goal is to offer the support you need.

We want to be on the same page of the book to avoid getting lost in the story. Are you moving a number from one Verizon account to another (known as a Transfer of Service)? Or are you moving the number to another carrier/provider (known as a Port Out)?

~Gilbert

I’m transferring from one account to another

Verizon_Support

Thank you so much for clarifying. Ok, let's get you pointed in the right direction to get this resolved. Please contact our Transfer Your Service department by dialing 888-832-4540.

-Natasha

I’m having the same issue. Every time I try and accept the terms an error pops up that reads “We are processing an error while processing your request. Please try again later. The transfer dot was no help. Did you find any resolution in your case? If so please let me know what was the issue and how was it resolved?

thanks,

Sheri

Verizon_Support

We're sorry to read that you're having issues with transferring a line. We're here to help. We'll be sending a private message. ~Peter

I am going on my third week of trying to transfer my line from a business account to my husbands personal account. I have called numerous times spoken to probably 10 agents at this point. Tried the same thing online. Multiple INC tickets open. It’s the worst experience I’ve ever had with Verizon.at this point it may just be better to switch to another provider.

let me know if you got it resolved. All I keep getting in response from agents are, “we had a system update and are encountering this issue” “I’ll call you back if it doesn’t work by today”with no call backs ever.

three weeks Verizon. SMH.

Verizon_Support

Hello, Breidy53. My apologies to hear of this experience as transferring your service should always be an easy process. Just to confirm, did they clarify what the issue is with making this change? Have you heard anything regarding the ticket submitted?

-Natasha

I got the same problem, how to fix it?

Has anyone found an answer to this? I'm experiencing the same problem when trying to open the terms and conditions.

Verizon_Support

We are here for you, and we will be glad to help. We sent a Private Message to assist you.

~Geo

Verizon_Support

We're here to help. Let us know if you need assistance. ~Peter

I am having the sam exact problem. Tried on a PC . Tried on my cell with WiFi and without. Same thing. Even started all the way over. Been going on for two days..

Verizon_Support

C-Welch, are you still experiencing issues with your transfer of service? What specific error message are you receiving? To clarify, are you signed in as an account owner or account manager?

~Izzy

Has anyone found a resolution for this yet. I am having the same problem.

Verizon_Support

We're sorry to read about the issue you're having. Are you trying to do this on your phone or a PC? Have you tried clearing the cache and cookies? ~Peter

I see there isn't a solution yet. This issue has been happening for at least 7 months now. This is ridiculous to have the same issue last this long with no sign of progress. The fix must be switching service providers.

Verizon_Support

We understand the importance of managing a transfer of service, especially when it comes to moving a line from business to personal (or vice versa). Verizon wants to offer the support you need.

Let's gather some details. How are you attempting to complete the transfer of service? What specific error message are you receiving? To clarify, are you signed in as an account owner or account manager?

~Gilbert

I am having the same problem

I am having a problem with this as well. Can anyone help? This is so frustrating

Verizon_Support

We are here to help with your concerns. To better assist, tell us a little more. What is the error/message you are getting? Are you using your mobile or PC to process it?

~Maria

Verizon_Support

It is always important to be able to manage your account. You can find more information on the process through this link: http://spr.ly/6601Yu3It If you are still having issues, let us know.

~Freddy

Hi, still experiencing this issue as of 8/5/2024.

Summary

I am unable to accept the Disclosures and Authorizations. More specifically, when I check the box next to "I have read and agree to the Verizon Customer Agreement including settlement of dispute by arbitration instead of jury trial, as well as the terms of my plan and any optional services I have agreed to purchase and the Verizon Privacy Policy. California customers view our California Privacy Notice." then select "I agree" the page then shows an error that reads: "We are experiencing a problem while connecting you to the server. Please try again later." After multiple attempts over several days, the issue persists.

More detail about the issue

On 8/4/24, the owner of the other account initiated a transfer of service to my account. I received an email saying "You have a line transfer request to complete." I clicked on the link in the email (via iPhone) and followed the steps. The issue arises when I am prompted: "Review the Disclosures and Authorizations, tap Accept & Acknowledge."
I tried accessing the 'Disclosures and Authorizations' on iPhone (iOs 17.5.1), Chrome on a PC (Version 127.0.6533.89), and Edge on a PC (Version 127.0.2651.86). None of the 3 ways worked.
I tried following the instructions on this How To page. Again, I am unable to accept the disclosures and authorizations due to the error.
I tried several times throughout the day and throughout 8/5/24.
In the app, on the "account" page, I have a notification that says "You have an open transfer of service request that expires on 8/19/24." When I click "check status" the page header is "Review transfers" and underneath it says "No lines pending to transfer".

Additional information

This is a transfer between two personal accounts.
8/5/2024: I logged into my account (via Chrome browser on PC). I clicked "Account" then "My devices" then "Transfer your service." It does not have any information about my pending transfer. It only prompts me to transfer my own service.
Also on 8/5/2024: I contacted the Transfer Service Dept (number mentioned in an above post). The agent sent me the forms via email with the subject line "You have a line transfer request to complete." I clicked "Transfer now" and followed the same steps. I ran into the same issue at the Disclosures and Authorizations page, with the same error listed. I was advised to try again another day.

If someone is able to assist, I would be grateful. Since this has been an issue since January 2024, I am not sure "trying again another day" will help.

Hi @StephD29
, I am equally as frustrated. I will let you know if Verizon provides me with a solution. I detailed the issue in my reply below - hoping it can help them pinpoint their technical issue.

Hi @Mickey33
, was your situation ever resolved? I am experiencing the same problems.

Verizon_Support

We're sorry to read you've been having issues with your transfer. We will be sending you a private message to help out.

~Freddy

I am experiencing the same issue. Can someone please reach out to me? I am unable to use the chat and the customer service representatives hung up on me.

Hi @mhunt2017
. Freddy from Verizon Customer Service reached out to me via private message. I will let you know what next steps we take.

Update 8/6/24 - Freddy from Verizon Customer Support and I spoke via private message. Freddy advised to use a different browser and to erase browsing history/cookies/cache. I already took these steps with the Transfer service Dept yesterday and was not successful. I provided Freddy with authorization to access my account and review. I haven’t heard anything in about 10 hours. I will follow up with the transfer service department tomorrow.

Tagging @mhunt2017
and @StephD29
who are also experiencing these issues.

Hi @REG0010
was this ever resolved for you?

Hi @Najwa11
was this ever resolved for you?

Hi @ekwillie11
was this ever resolved for you?

Hi @C-Welch
was this ever resolved for you?

Hi @lindsr30
was this ever resolved for you?

I am experiencing the same issue. Can someone please reach out to me.

Verizon_Support

Thank you for reaching out to us on this platform. To better assist, please tell us. Is the line use eligible to transfer the line to its own account? Please check the information on the link below and let us know if this helps to clarify your doubts.

https://www.verizon.com/support/transfer-service/overview/

https://www.verizon.com/support/transfer-your-service/

~Maria

Yes it is eligible to be transferred.

Verizon_Support

Hello Hannah2024. We wanted to check back with you to see if you were able to process the transfer of service succesfully.

~Ivone

Verizon_Support

Hey there, nelso142, sorry to hear you're running into an issue with your transfer request. Are you still in need of assistance? If so, can you tell us more about what's going on with your transfer?

-Lauren

I am having the same problem. I have tried clearing the browser cache and cookies, but it still responds with "We are experiencing a problem while connecting you to the server. Please try again later." when I try to review the terms and conditions before completing the transfer of service.

After calling the transfer service department, they said they experienced the same issues on their end. They have created a ticket for the issue and said it could take 30 days to be addressed.

Verizon_Support

Thank you for reaching out to us on this platform. To better assist, please tell us a little more. Are you using your mobile or PC to access the website? Is the profile the account owner's or an account manager/authorized user?

~Maria

I am also (still!) experiencing issues with this same process. It's amazing that transferring can fail in different ways at every step of the process.

After initiating transfer in the starting account and sending an email to the acceptance account, filling out the Transfer request PIN, and attempting to log into the existing accepting account, the web page attempts to load the following url and simply freezes. Nothing loads:
[https://www.verizon.com/sales/tys/assumer/existing/review-lines.html]

In addition, attempting to navigate from this page to any other page will cause the webpage to re route you back as it adds an additional line to the end of the url:
https://www.verizon.com/consumer/myverizon/router?Target=https:%2F%2Fwww.verizon.com%2Fsales%2Ftys%2Fassumer%2Fexisting%2Freview-lines.html

This persists across multiple browsers, I've tried to finish the process on Chrome, Firefox, even Edge. Always fails at this point. Clearing the cache/cookies does not help. Calling 1-888-832-4540 will send out a new email but following its instructions will eventually cause you to attempt to sign in to your existing Home Account and fail to load.

I must have tried too many times in a row, as it now gives me the 'We are experiencing a problem connecting you to a server.' error. Tomorrow will be the third time I will call the general help line and get put on hold for a few hours, just to try to get a human being to take a look at the problem.

Verizon_Support

Thank you for reaching out to us on this platform. To better assist, please tell us, are you trying to port to Verizon or from Verizon to another carrier?

~Maria

Tried All day to transfer my wife’s one to mine. No lock and no hep from Verizon

Same issue here. Verizon needs to communicate.

Verizon_Support

Hello, Jperez781. Help is here. Please share more details on what is happening. Are you attempting to port her number in or out? Are you receiving an error message? Did you contact our Port Center?

-Natasha

Verizon_Support

We're sorry about the problems you're having trying to transfer that line. What part of the transfer process are you having issues in? For example, have you been able to request the line from the first account? Did the assuming party receive the e-mail?

~Jesse

Any updates? I’m still trying to do this.

Incredibly disappointed in Verizon’s lack of attention to this matter. It is clearly not an issue on our end, since it’s happening to so many customers.

Yes transfer receiver got the email and walked through the entire process and got to the very end where they clicked review final terms and conditions, and then got that error 3 times through the process now. Same thing every time.

Verizon_Support

Help is still here as we would love to assist. I do see that we have a few times what exactly are you attempting to do, meaning, are you porting services in or out. Once we know, we can then go to our next steps.

-Natasha

I’m experiencing the same thing right now.

Still experiencing this issue. I went to a store on August 24 to resolve the matter. They were not able to assist, though someone did "submit a INC ticket" and promised a resolution. On August 26, I had to reach out for an update. I was advised that the line transfer would be complete by August 31 and that I would receive confirmation via email. However, as of September 8, the transfer is not complete.

It appears Verizon is purposefully trying to keep our lines in two separate accounts... We overpaid by about $150 due to Verizon's inability to combine these accounts. Very interesting. I will be filing complaints with the Federal Communications Commission/FCC and Better Business Bureau/BBB this week.

Verizon_Support

Hello Akarina98. We're sorry to learn you're having issues transfering your number. Do you still need assistance? Are you trying to transfer the number from a Verizon account to another Verizon account?

~Ivone

Has anyone figured out a solution to this issue? I am having trouble after transferring a plan to my name

Verizon_Support

We understand how crucial is to complete your Transfer of Service as soon as possible and we'd like to help. To better assist, I'll be sending you a Private Message, please reply to it, so we can get started.

~Maria

I have already worked with several agents and authenticated my account many times. I expect a response about my ticket ASAP.

Verizon_Support

Thank you for reaching out to us on this platform. To better assist, please tell us a little more. Are you using the mobile app or the website to process the Transfer of Service? Tap on the link below to learn how to transfer a line of service:

https://www.verizon.com/support/transfer-your-service/

~Maria

I tried both mobile and PC. The account is my husband’s account (which I am trying to move over to my existing account). He may be the account owner or managed/authorized user for his family plan. I will ask him. If he is, what action will we need to take to transfer his line to my account? I called customer service but they did not mention that this would be an issue.

No updates yet. It has been 30 days and we have not heard a response for his open ticket with Verizon.

It appears this can happen if the SIM card is too old. We are getting a new SIM to resolve the issue.

It seems that this is an ongoing issue that has yet to be resolved seeing as I am now also having issues with a transfer request stating “we are experiencing a problem while connecting you to the server. Please try again later.”

If this issue has still not been resolved for transferring services after months of people having the same problem or if there is no “fix” for this, it seems that this is intentional to prevent people from being able to transfer lines and continue paying large sums for multiple accounts.

Has anyone actually been able to resolve this issue? I have tried WiFi, no wifi, laptop direct connection to Ethernet, multiple browsers, etc.

Verizon_Support

@Sciencerules0
wrote: It seems that this is an ongoing issue that has yet to be resolved seeing as I am now also having issues with a transfer request stating “we are experiencing a problem while connecting you to the server. Please try again later.” If this issue has still not been resolved for transferring services after months of people having the same problem or if there is no “fix” for this, it seems that this is intentional to prevent people from being able to transfer lines and continue paying large sums for multiple accounts. Has anyone actually been able to resolve this issue? I have tried WiFi, no wifi, laptop direct connection to Ethernet, multiple browsers, etc.

Sciencerules0 (and indeed science does), I'm sorry you've been having some problems with Trasnfer Your Service. I've used it to move a few lines around between my account and my family's. So I understand the importance of completing a TYS. Now one thing I could use some clarifaction on, is what the issue is? Is it related to begining a TYS request? Where you're trying to give persmission for a line to transfer? Or is it something else? Please let us know so we can best assist.

-John

It has been with accepting a transfer on my account. My husband was able to request the transfer, but when I go to accept it, I run into the error I listed above. I was not able to resolve the issue.

Verizon_Support

Thank you for the details Sciencerules0. Have you tried any troubleshooting steps like clearing cache and trying a different browser?

~Ivone

I'm having the same problem. Trying to transfer my wife's number on to my account. Keep getting "We are experiencing a problem while connecting you to the server. Please try again later."

Verizon_Support

Hi brudno, we wanted to check in with you. Were you able to get your wife's number transferred? How is your internet connection? Are you completing the transfer in the MyVerizon app or browser online? We are here to provide support and answer other Verizon questions.

-Deb

Hi @Sciencerules0
this does seem to be intentional, since it forces folks like us into paying more each month. I’ve started the process of filing complaints with the FCC and BBB. I would recommend others do the same.

Just started the line transfer process a couple of hours ago, but after following the "Complete your line transfer" email and logging in to a new account I just created I am met with a blank page that doesn't seem to be loading any further, and this has seemingly blocked the line transfer process.

After some searching, I came across this post and now am feeling even more pessimistic about transferring my line to a new account through Verizon's website if this issue has been going on for months.

I am experiencing the same issue. I am trying to transfer my line from a business account to my husband’s personal account. However, after entering the request number and PIN, then logging into my husband’s account via phone browser and computer browsers, we see the same error message that everyone else has already mentioned.

Verizon_Support

Hello, goaileguy28. Help is here as we want you to love your decision to be our customer. I see it has been a few days since you posted this. Are you still in need of assistance? Please let us know.

-Natasha

Verizon_Support

We are concerned to learn that you are experiencing issues to transfer your business line to your husband's personal account. To better assist, tell us a little more. Are you authorized as an account manager/authorized user on his account? Did he submit the request online? In the meantime, tap on the link below for valuable information:

https://www.verizon.com/support/transfer-your-service/

~Maria

I am having same problem for lawst 3 weeks, u talk to verizon ,long wait multiple calls and they just tell u try after some time...

This seems basic issue for all,, did anybody has way to fix it? I have tried over phone, PC, tablet, chrome firefox..cleaning the cache and everything I can do

Was there any solution...below is error we get . There is service request and it asks us to put last 4 of SSN and submit

We are experiencing a problem while connecting you to the server. Please try again after some time

Verizon_Support

We're sorry to read that you're having issues with transferring your line of service. We're here to help. What error message are you receiving? ~Peter

I am still having the same problem.

Still no solution has been found for me

Verizon_Support

Hello, C-Welch. Help is here as we definitely want to see you get the answers and the resolution you need and deserve. Please tell us more as I know you stated you wanted to remove a line from the business account to a consumer account, correct? Just to confirm, is there currently an active consumer account awaiting the line of transfer? The reason I ask is that via this platform, we do not have access to business accounts, but we do have access to consumer accounts. Please let us know so that we can determine our next steps.

-Natasha

This issue was finally resolved after a two and half hour long call to Verizon. The rep had to do the transfer manually to force it to go through. It shouldn’t be this difficult. Just glad it got done though.

I am also having this problem when accepting the Terms and conditions. Been on the phone for 4.5 hours total with service reps trying to fix this. Nobody seems to know how to fix it, at least who I’ve talked to thus far.

Verizon_Support

Hello, AB341. Completing a transfer of service should always be an easy transaction. Help is here. I do see it has been a few days since you posted this. Please let us know if you are still in need of assistance as help is here.

-Natasha

Today my X approved transfer, sent me the link. I opened went thru personal info, credit check(new vz account), plan settings and then the terms and conditions. I've tried all the the solutions that don't work, phone, PC, wifi, clear cookies, cache, reloading reloading and reloading. This is obviously intentional for it to go on almost a year. I need this taken care of immediately, my X is tracking me, looking at all my calls texts, location. Do something ASAP. And don't give none of that that stuff about how your sorry or are glad I'm with vz. No one cares about formalities, just get the this done, PLEASE

Verizon_Support

I'm sorry you are having problems Wspence77. What issues are you having after opening a new account? -Joe

Verizon support has been trying to do this for 2 weeks. They can’t even make this happen, apparently. This is quite disappointing that Verizon’s services are truly this unreliable.

Verizon_Support

We're here to help with getting your line transferred. Where did you start the process? ~Peter

Hey I might have some help for everyone struggling. I was getting the same response and got ours transferred by doing this.

Call 611 and go through the transferring line info...they will send you the same text message...but just keep hanging on. DO NOT HANG UP. You will eventually get a person.

Tell them "I am trying to transfer a line from one account to another, I've all the things and kept getting a server error. Which, according to the community boards is a known problem and the recommendation was to call support." Also let them know you have the transfer request number and pin ready if needed. (I didn't need it but it let them know I had done all the things already.)

You will need the following information

The number of the phone you are transferring to the new account

The IMEI # of the phone you are transferring to the new account

The account #of the account you are transferring to the new account

The password or the pin to the account you are transferring to the new account.

Of course have the information for the account you are transferring to...or call from that phone so they can automatically pull up that info and you won't have to know it.

It took around 40 mins from start to finish and only 30ish with the actual person. I really hope this can help y'all get this done and that I didn't just have a great service worker do it for me easily this once.

You definitely got the only person that seems to know how to get this done, lucky!

I also need help with this problem. Could someone please reach out to me? I am running out of time trying to transfer my business phone to my personal account. I have had six different customer service agents go through the transfer process with me, but it always ends in an email where I click on "complete transfer" to accept the terms and conditions and get the error message.

I have spent more than eight hours trying to resolve this. Tried different browsers and devices, too. I am a journalist and have had this number for six years, so it's a hardship to lose. Any advice?

Yes, frankly I am totally shocked to see all these people on the community board with the same problem as me. All day I was sure I was the only person on earth with this problem. The customer service reps I spoke with seemed totally flummoxed when I told them this was happening to me - none could fix. Some of them wanted to be helpful but clearly did not have the experience or training to begin to solve the issue. The last one I spoke with *claimed* there was a server problem on their end, but again, from this community board I see that she was likely not being truthful.

Verizon_Support

Hello, CanadaArizona. Help is here. My apologies to hear of your experience as moving a line from a business account to a consumer (personal) account should always be an easy process. Just to confirm, is the line in question still technically connected to a business account? If yes, are you listed on the account as the account owner or an account manager? Have you contacted our Business Account team for further assistance by dialing *611 directly from the Verizon phone or 800-922-0204 from any phone?

-Natasha

Don't have the exact same problem but a related one, trying to switch around two telephone numbers. After EIGHT hours with online Customer Service, I went to a Verizon store and they had it done in 20 minutes. Good thing I did, because the last CS person had screwed things up. Don't try to deal over the phone - they know nothing. Find yourself a good store.

Finally was able to get it fixed. There is an issue with the issuance on the lines.

Remove Insurance
Add Line
Add Insurance back.

Worked with no problems!

How do you get to an actual human and not a computer system that just takes me to the same non working Verizon server that has appeared to be down for the last 6 months? This is the worse process I have ever seen and since there are so many others with the same un-solved issue it makes me nervous. Is there a human I can actually talk to that knows what to do?

I did that 3 times and it still directs you online and it still gives you the error.

They told us that they cannot do it in store at two different stores here in Jacksonville, Florida.

I am also having the same issue, transferring from one Verizon account to another and I have been trying for two days.

Verizon_Support

We know how important it is to manage your account, we'll be glad to help. Are you registered as the account owner? What is the error you are receiving?

~Freddy

I have an account, and the same error everyone else has stated. Experiencing a problem connecting to the server. I submitted a support ticket and got an email that it was resolved but nothing was done. The line still isn’t on my account.

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