Ghost account problem

[whynot4]

I signed up for 5G Home Internet on April 23, 2025, and it’s now been over 60 days. I’ve had multiple issues, and still haven’t been able to fully access my account.

Here’s what happened:

• I first created a My Verizon account via the website, and then placed the order for 5G Home Internet.

• I received a confirmation email, and the service/equipment was delivered.

• However, when I tried to link my service in My Verizon, everything just... failed.

I couldn’t enter any valid phone number or account number — all fields gave errors.
Eventually, after fighting with Verizon's AI assistant for 30 minutes, I finally got through to a human support rep on the phone.

That’s when I found out:

• My account has a 10-digit number, which the rep gave me — but it still doesn’t work when I try to register or link it online.

• The phone number attached to the account is not my real number, but some Verizon-assigned virtual number.

• Because of that, I can’t authenticate as the account owner. I get this message:

  “Cannot register as the Account Owner. Please verify your entry or try another method.”

Even though I know the account number, the system won’t let me prove ownership because I don’t have access to the linked (virtual) number or other verification methods.
I was only able to pay my bill after giving the support agent that virtual number.
So I’m currently locked out of my own account with no way to manage my service or claim the Samsung TV promo that’s supposed to become available after 65 days.

[vzw_customer_support]

We understand how important it is to have access to your online account. We'll be reaching out via private message so we can gather additional information and assist further.

-Katie

[vzw_customer_support · Accepted solution]

Resolution Update: By partnering with support, the My Verizon log in issue was resolved by signing in using the mobile number associated with the 5G Home device. If others encounter problems trying to sign-in with My Verizon, common issues can include the following: needing to update the password or username, a temporary system issue, or trying to login into a disconnected account. 

If you do have a similar issue, we recommend consulting the helpful My Verizon FAQ page: https://www.verizon.com/support/my-verizon-faqs/

If you need any assistance, please contact us for support.

~Izzy