ASK-NCM1100 5G gateway power supply

[kmd5050]

I received a new 5G gateway in the mail as a free upgrade and they sent the wrong power adapter and the VZ wireless store didn't have the correct one either. The online support only could tell me to go to the VZ wireless store. So the upgrade can't happen

[carson5]

Same thing happened to me, phone customer service tells me to go to store but store personnel tell me to call and so I'm stuck in an endless loop with no support or end in sight 

[vzw_customer_support]

We want to make sure you get your replacement device activated. To activate, you will use the automated IVR, there should not be a hold time to complete this activation. 
Follow these steps:

Call the IVR at 800-922-0204 from a mobile device or use My Verizon to call IVR and activate service on the replacement device.  You will get a prompt to enter your 4-digit Account PIN and Internet Gateway mobile number(This is different from the your mobile phone number). Let us know if you still have trouble after giving these steps a try.

-Jazzy

[carson5]

Hi, that's the problem, I don't know my PIN and am not able to reset it because the account is not tied to my online account because the account was set up incorrectly by the sales person. Therefore I can't do anything online, customer service can't help me, and the store personnel keep telling me to call because they can't do anything without my PIN. There needs to be a way to work with customer support without a PIN. I have an account number, order number, social security number, etc. it's ridiculous I can't get the help I need with that information.

[vzw_customer_support]

I am sorry to hear you were having issues with being able to get your pin reset.  Have you been able to get that taken care of yet? -Dee

[vzw_customer_support]

Hello kmd5050! We want to make sure you are able to use your new gateway. Please look out for a PM to better assist you.

-Luis

[vzw_customer_support · Accepted solution]

By partnering with support, the issue regarding the Home Internet equipment was resolved. 

If anyone else is having a concern with the wrong item being shipped, please know that we will work with you to make things right. -Alex