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Disconnected during new account setup. Lost access to what service rep was offering.

Seth237m

Today, I had submitted my current phone bill to switch to Verizon because the phone I had purchased wasn't supported on my old carrier. I had scheduled a callback to discuss this and transfer over to Verizon. My phone conversation, with who I believe was Treymane, was going fantastic, to activate my new phones. Part way through, the call got disconnected and there was no way to reconnect with him. He had specifically called me with my current spectrum bill and had mentioned he could also help me with getting the other phone line I was bringing over to upgrade to a new device in the process.

Now with phones half activated, in a panic I tried calling back and got in touch with a service representative who basically wanted to start back from square one with the 2nd phone, and could not offer me any help for upgrading a device from what the initial callback I had scheduled would be.

What started out as what might be the smoothest phone transition I have ever seen, turned into a nightmare with just a simple service representative disconnect while trying to transition to a new phone carrier.

I still see the 2 phone activation fees on my bill he mentioned would be waived, but again we were disconnected prematurely.

Accepted answers

VZ_jenn

Hi @Seth237m,

I'm sorry to hear about your experience. As the Community undergoes backend platform updates, we recommend reaching out to one of our official support channels for any account-specific assistance listed below. Our teams are ready to support you.

Instagram: Instagram.com/Verizon (Pre-paid excluded)
Facebook: Facebook.com/verizon
X (Twitter): x.com/verizonsupport

All comments

VZ_jenn

Hi @Seth237m,

Instagram: Instagram.com/Verizon (Pre-paid excluded)
Facebook: Facebook.com/verizon
X (Twitter): x.com/verizonsupport

SynthpopAddict

If you were using a phone number which you were trying to port to Verizon while calling, then yes, the call is going to get disconnected partway through because your number has to be released from the old carrier partway through the process and then moved to Verizon's network before being activated again. If you have a different phone altogether (not your old one or the new ones you're wanting to activate), call Porting at 888-844-7095 to get the port redone. If your transfer PIN is 6 or more days old, you'll need a new one as transfer PINs expire after a few days.

Another alternative is to use the Stores link at the top of the forum page to locate the closest store to you and the employees there can finish your port. To discuss promotions, I recommend a corporate store, as not all the 3rd party stores participate in every promotion. You can schedule an appointment online with a store through the Stores link too.

Seth237m

I appreciate the reply. I'm sorry I didn't mention, I had known the phone call disconnect was going to happen.

The part that frustrated me is that there was no dedicated way to reconnect to your service agent, even knowing that phone numbers will be disconnected while setting up phones on a new network, especially with Verizon being a dedicated phone service company.

When I called back to service to continue where I left off, the women seemed very confused that I had just started setting up phones, and wasn't even aware I was still in the middle of switch from Spectrum to Verizon.

The promotion I am mentioning as well was nothing special on the website. It was, what I believed to be, just a courtesy offer the representative was offering me for using the service of submitting my Spectrum bill for the 'compare' to what they can offer competitively. The offer was only to waive both $40 activation fees for moving to 2 phones Verizon from.

When I had no way to reconnect with the representative, this promotion seems to not be valid anymore. I will continue to monitor my first bill and see if they come off.

SynthpopAddict

You're welcome. Phone calls are going to a call center somewhere and I want to say there are several of them, so it's not necessarily even the same place each time you call.

I'd suggest using one of the social media channels the admin posted above to get in touch with Verizon as I've read of people having better luck that way. Hope something does get worked out, if you were originally offered a waiver on the activation fees per line.

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