Can’t link services!!!!!!

[brucebenn]

Activated 5G home 10 days ago. Spent 4+ hrs on phone with customer care in that time. Despite multiple registrations/unregistrations, changing email, password, secret question etc, I CANNOT link services or set up profile or VIEW MY BILL with vzw app or website. Same error codes over and over number not eligible, must be acct owner, already registered. This is crazy! Someone please help me resolve this! I received FIVE separate numeric passwords to try in the US mail today from Verizon to try. What the H?

[vzw_customer_support]

Hey, brucebenn, we definitely want to make sure you're able to manage your account! Is the 5G Home Internet the only service you have with Verizon? At this point, have you been able to create a username/password to use to sign in to a My Verizon account? Are you seeing you are already registered when entering your email?

-Lauren

[brucebenn]

Hi Lauren - yes, says already registered, must be account owner blah blah blah. Total of 15 hrs on the phone with vzw. Totally unacceptable. I am able to login with email/password but cannot link services. 7 weeks of run- around, “tickets created”, “call you back in 24-48 hrs”. Never happens. 7 weeks trying to resolve this! 5G home is the only service I have…

[EZDANGER]

I’m having the very same issue!!!!!!! I cannot get anywhere with support on the phone!! The store doesn’t even know what they are doing as well!!! I keep trying to enter my account # says I’m not the owner. Tried linking my 5G home internet wireless device phone # and it says the same thing it doesn’t recognize the number or something close to this!!! Then I keep getting locked out for 24  hours!!! The very last agent I had spoken to had told me to register under pre-paid mobile???!!!! Then it said it was going to send me a temporary password in the mail!! I told her that it’s not pre-paid mobile, and I can perfectly sign in with my email address and password and secret question and pin perfectly fine. It says that my account has been registered by I cannot create the profile because I cannot link services and nobody knows what they are doing! I have been telling every agent to send me the box to return the device and cancel the service since it’s been only four days that I had the service out of my thirty day free trail! Not one of the thousands of agents that I had spoken to would listen to me and cancel my service and send me the return box!! I am not going to be paying $100 a month for something that I cannot even use! This is unacceptable and ridiculous that not one single agent knows what they are doing!! Not even the support agent the technician had been on !!!!

[vzw_customer_support]

Hey there, I cannot apologize enough for your experience and want nothing more than to get your My Verizon issue resolved once and for all. I'll be sending you a private message shortly. 

-Necia

[SynthpopAddict]

That's really frustrating.  If 5G Home Internet is the only Verizon service you have, the My Verizon account registration has to be done using the "phone number" of the internet cube, not your actual phone number.  I am wondering if there is a 2FA problem going on, because if the system is attempting to send texts, emails, or phone calls to the internet cube, obviously the cube isn't capable of handling any of those itself because it's not a smartphone.

P.S. - You have to enter your User ID when logging into My Verizon if home internet service is all you have.

[Nagohved]

Hi, I have the same issue. 5G Home Internet only, and getting the error "Must be account manager" when trying to link my Verizon account to Ticketmaster. I log into My Verizon with my User ID, not phone number. Can you help, or have you had any luck with this? I wasn't sure what you meant by the "Internet Cube"

[SynthpopAddict]

@Nagohved, if 5G Home Internet is the only Verizon service you have, you need to link your Ticketmaster and any other app accounts to your cell phone number or email address, not the Verizon account.  The "internet cube" is the Verizon equipment itself which is providing you access to the internet via Verizon's cell phone towers.  Because the cube can't directly receive emails or short code texts but it does have a "phone number" (I use parentheses here because the cube is not a phone, but is assigned a number which looks like a phone number so it's compatible with the Verizon wireless network) - there will be problems with trying to authenticate the other account hookups to what is essentially a fancy box and that's why it's not working.

[vzw_customer_support]

Hello Nagohved, we'll be sending you a private message to help you with your online account access. 

-Luis

[brucebenn]

I’ve had 5G home internet for FIVE MONTHS now (the only service I have with VZW) and STILL can’t set up online account. Yes, I can log on with email but can’t set up profile or view bill. Doesn’t work with phone number assigned to 5G device or acct number or original order number from Sept 2024. Funny that there’s no problem with vzw pulling 50 bucks every month from my checking account… stupid frustrating!

[vzw_customer_support]

We're sorry you're still having issues logging in online. Please watch out for a private message from us so we can further assist. 

-Sara

[Nagohved]

Hi, I have the same issue. 5G Home Internet only, and getting the error "Must be account manager" when trying to link my Verizon account to Ticketmaster. I log into My Verizon with my User ID, not phone number. Can you help, or have you had any luck with this? I wasn't sure what you meant by the "Internet Cube"

[Bridgelorenz]

Currently on hold … telling me I have to wait 24 hours to try again … infuriating… I just want to get my stuff set up and I did use my email not my phone number … ughhh

[SynthpopAddict]

@Bridgelorenz, if you only have the 4G or 5G Home Internet service and nothing else through Verizon, have you tried registering your My Verizon account using the "phone number" assigned to the internet equipment?  I don't think it works with an email address, and you can't use your actual phone number since that isn't through Verizon.

[vzw_customer_support]

Hi Bridgelorenz, I sincerely apologise for the trouble and inconvenience this has caused. Can you tell me more about the account we are trying to set up - Verizon Home Internet, Mobile, FIOS or Business? -Red

[EZDANGER]

Verizon shouldn’t be having their customers wait so long to access their account. Especially for their home internet routers. We need to be able to access our accounts to change our security settings for our routers and the names of our wifi access points and their passwords. Especially our administrative passwords. Everyone should always change the names of the Wifi access points and the passwords from what they were originally on the routers that they came with . Nothing is 100% bullet proof when it comes to security, obviously becasue I’ve had to deal with so many breaches it’s insane. So I have become a lot more diligent when it comes to preventative security measures years ago. I cannot stress this enough how unnacceptable it is for such a praised company such as Verizon not being able to have their support team their customers call into be trained and know how to have their customers to have immediate access to their own accounts. But have to create them tickets to be escalated to their engineers or IT team instead to take care of it . Not immediately like how long it really only should take for them to get back to their customers but almost a week. 

[Anna46]

That is so sad and the worst part about it is after a reading your message and nothing being done about it other than a username being changed like mine that did nothing but a strained my brain a little bit more and now I have a worse headache than I started out with I am so done and I hate to say it I will probably never recommend Verizon to anybody that I know or don't know this is sad. I mean seriously I would let my frustration go rather quickly if Verizon would actually get off their butts and do their job clean up their troubleshooting website and make it more user friendly and actually work for the people like you and myself then we wouldn't have this problem and I would just let it go and have what I need and be a happy but you're taking a customer but at least I would still be with Verizon if they would do that you know what I mean but it sounds like they're leaving it to the technical world  so I get it I see it loud and clear. Anyways I hope and pray that you eventually get answers and everything works out for you.

[EZDANGER]

I’m really sorry that you also were having such a headache over all of this. This is absolutely insane how they cannot fix this situation. I had gotten an email this morning to the email address that I originally had registered my account with. But had to change it because I wasn’t getting any confirmation emails from Verizon. The email stated that that email address was no longer registered for an account with Verizon. So naturally I had thought I couldn’t link my services and create a profile to access my Verizon account because it was tied to the old email address. I thought they had fixed the issue. Nope they didn’t fix anything because I’m still trying to link my services with the account number as still getting the notification stating that I cannot link my services as the Account Owner. Which is infuriating. I also still cannot use the phone number linked to my device and account because it says I cannot use the number to link my account. I had also received an email from Verizon to the email address that is actually registered to my account because it says that it was, thanking for letting them know that I wanted to keep my paper bills. I’m like WHAT??? I never had told any of the million tech support agents that I wanted to keep my paper bills. I have been non stop repeating myself telling these support agents that do not know what they are doing. Are not listening to what I have been explaining to them, that I want to get into my account on the app and online. NOT wanting to deal with a paper bill only. To be surprised one day as to why there might be an unauthorized charge on my bill. Something that I could have caught early if I had access to my account online or on the app. This is a very huge headache. I’m not going to wait five days until their IT team gets back to me trying to figure out what is wrong with my account to where I cannot link my services to it. As everyone can see there are so many of us who are having to deal with the very same issue and it seems like nobody had their issues resolved. Every support agent I had spoken to over the phone would not issue me the return packaging so I can return the device and cancel my services before the thirty days are up. Non of them. I’m going to the store and I’m going to cancel this service. This is absolutely unacceptable and so infuriating that they can’t fix this. I’m not going to be paying Verizon a hundred buck every month for something that I basically cannot use. I’m sorry that you are extremely frustrating, and everyone else on this feed has been too. Thank You for you concern I really appreciate it. I wish all the best luck for you too  to get your situation fixed as well. I’m pretty much done by now. I rather use my neighbor’s wifi again than deal with this huge headache. I have a feeling that if I don’t cancel my services and wait for the IT team to get back to me about this ridiculous situation…That it will be something on the lines that they cannot fix it. I’m so infuriated it’s not even funny.  They had royally messed up everything back from when I had placed my original order. They had ordered me an account that was already tied to another customer’s account. So they had to create a new order. I’m not going to try to link services anymore because Verizon literally only gives you five tries until they lock you out from doing so for 24 hours before you can try again. I know I’m ranting by now. I’m just so done and so frustrated. This should not be such a huge insane headache. I just simply want to get into my account and they can’t simply fix this so we all can!!!!

[DJJazzHands]

Same issue here. Verizon has me running around in circles, waiting on verification letters sent by USPS, which takes at least a week. I'm three weeks into using 5g Home Internet and spent hours on the phone with support. No one has a clue how to fix this issue.

Meantime, I have no access to manage my account and will most certainly miss out on the $400 Samsung/Best Buy promo, which has to be redeemed in 30 days.

Outrageous and incompetence are the only way to describe the situation. Something so simple has been rendered impossible.

Come on, Verizon. Step up your game!