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New Customer Issue

I am brand new to Verizon and have recently purchased both a plan and a phone. I am having some trouble activating my service and my phone. When I try to link a service through the My Verizon app I use the order number option as that is the only info I currently have on hand, but when input my info I get a message stating "Input is not valid and cannot be linked" and it prompts me to sign in even though I am already signed in. The next option I would go with is the phone number but I am in the process of porting my phone number, so I am unable to use it as an option. The account number is something I have an issue locating as none of the mail I have received from Verizon has had this number attached to it. My lack of knowing my account number also troubles me with porting my phone number as the customer service representatives need for me to continue otherwise I get sent in an endless loop of transfers. What have I missed and what am I doing wrong? And how do I get this account number?

Comments

SynthpopAddict

If the port hasn't completed yet - depending on who your old carrier was, can take as much as 48 hours - you can't register your number with My Verizon yet. Your phone should get a text saying something like "welcome to the Verizon network, the port of your number xxx-xxxx has completed" when it's fully done. If you managed to login somehow, I'm guessing it's a guest login because I made that mistake myself when I first joined Verizon.

Once the port is finished, use the "create new account" link in the My Verizon login page and register your phone number; then you'll be able to view your account number and other stuff when logged in.

SOCO99

I have since figured out the porting issue, but now I'm dealing with a different issue. I chatted with a customer service rep and was told that the transfer porting process was complete, but the rep stated "port process in fact appears finished, and if after restarting your device the account wasn't automatically created, it's now a matter of creating the account" and transferred me to a chat box on the Verizon website. I then kept chatting with agents after being transferred a few times and was finally just told to go to my nearest Verizon store. When I went I got the advice to call 1-800-837-4966 as the customer service representative did not have the tools to fix this issue. Now the problem I have is that I have lost the ability to use my phone since the number port has been completed. The Verizon rep that I spoke to at the store told me that the used phone I bought through Verizon when signing up for a service plan might still be connected to the person's account that previously owned it. Now I am jumping through hoops just to get this ironed out before work.....

I will keep posting the updates just in case somebody else has the same issue as me or if anybody just wants to offer advice.

Verizon_Support

Hey there, SOCO99, we're glad to hear you decided to join Verizon, though I'm sorry to hear you're experiencing an issue with getting your account up and running. Are you still running into an issue with using your phone since porting your number? If so, what's happening when trying to use service?

-Lauren

SOCO99

Thank you for the response. I have since resolved my issue.

SOCO99

After visiting a Verizon store a few towns over my issues have finally been resolved. Apparently, it is not so easy to port a phone number over from Straight Talk and coupled with the fact that I bought my service and device online made it even harder for me. I was supposed to be issued a temporary phone from Verizon while my phone number was porting over, but that didn't happen, and so my Straight Talk phone number was ported into the void to be forever gone....

The lesson to be learned from all this is to just go into the store instead of buying online.

R.I.P. ***-***-8435

Verizon_Support

Thank you for the update SOCO99. We are glad to hear that you are up and running, though we are sad to know that you lost your previous number. Thank you for joining Verizon and we are happy to have you as part of the Verizon family.

-Andi

SynthpopAddict

Wow! That's horrible to hear you lost your number and neither Straight Talk nor Verizon can recover it for you! At least you got your service going, but still...

Mallow0069

Hello I just ran into this community chat by chance and I have a similar problem. My issue is almost identical except for I'm not transferring a old number my phone came in the mail with me name, new assigned phone number, order number, IMEI number, serial number I think. Ok I turn my phone on and get as far as registering my phone. My issue is the page that telling me I have successfully registered my device then gives me options to how I want to link account to device. When I choose a option and hit continue the page freezes, like what gives

Verizon_Support

Thanks for joining the Verizon family, Mallow0069. This is certainly not the experience we would want for any customer, and I am here to help. To clarify, is your phone service working with your new number? Can you elaborate more on where you're getting stuck with registration?

-Joseph

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