I transferred to Verizon yesterday and have been attempting to get my unlocked device fully functional. I have spent 8 hours on the phone with tech support performing every change and reset known to man, and 2 hours in the local corporate store with them, trying the same steps.
After my phone had been set up, I realized that Wi-Fi calling could not be selected. So, I placed my first call to tech support, and the rep told me that he had put in a ticket for the correction, and it would be handled the next workday. After the call was over, I realized that during the initial setup, the phone had been configured as if it had a physical SIM card, even though it was using an e-SIM. I called back when I found this, and the second tech support rep went through the correction process and told me that he would call me back on my wife's line in three minutes to verify that everything was operational. He never called back and left my phone with no service whatsoever. After 25 minutes of waiting, I used my wife's phone and called back and spoke to the third tech support rep. He was able to set up the e-SIM, but finally gave up on the other settings and said that he would escalate the issue, and someone would call me back today. No one ever called.
After waiting for the call that never happened, I called into the tech support line once again and waited on hold forever, but apparently, the tech support line closes at 12 PM Central. So they left me in the queue and went home. After this drove into town to my local corporate store, and they had no idea why the phone was having the issue, but tried a couple of the same steps before I left and went home for a break. By this time, I had discovered that being a customer of Verizon is a lot of work, so I needed some rest and a meal.
After lunch, I returned to the store and requested that they try a physical SIM card, which they did, but it did not help. When we entered *#*#4636#*#* and went to phone information, we could see "VoLTE Provisioned", "Video Calling Provisioned", "Wi-Fi Calling Provisioned", and "EAB/Presence Provisioned", but they could not be selected. At this point, it became obvious that all I actually have is basic mobile service, even though my service was set up as the top tier with a 200GB hotspot. They told me that it had to be a provisioning issue.
I have told everyone at Verizon that I have spoken with at Verizon that all my business calls go through Wi-Fi calling, but now I am left without the exact function that I have stressed that I need in order for my phone to operate this coming Monday morning. My wife's phone is also an unlocked phone; however, everything on her phone operated flawlessly.
If a level 2 tech support exists, then I need their help, and please do not close this thread unless I have had a chance to reply. I want to ensure that I know exactly what Verizon plans to do in order to correct this issue and ensure that all questions are answered. I do not appreciate my time being wasted, nor being lied to.
