Cannot access/register new account- no customer service available

[KineticUrchin]

Hello all, 

I moved our family's 4 lines from T-Mobile to Verizon.  We'd been with T-Mobile for over 13 years, but thought it might be time for a change with slight fee increase and these confusing new plans they launched.  I didn't want to lock in a 3-year commitment to a new carrier without testing the signal/service, so we went with Verizon Prepaid and four new phones.

Our service started 05/11/2025. Our phones came a few days later, and porting over the phone numbers was a breeze. However, for over two weeks and counting, I have not been able to access my account online. Customer service has been absolutely terrible, I get stuck in an automated chatbot loop and can't figure out how to get a human customer service rep. I took for granted a 24/7 human customer service number.

I have tried all the below methods several times over the last couple weeks.

I was eventually able to create an email address login and password. When I log in, all I get is a button on the browser that says, "Link Services."

If I click "Link Services" and enter my mobile number, I get, "Provided input is not valid and cannot be linked"
If I click "Link Services" and enter my order number, I get, "The order number does not exist or has already been registered"

If I use the My Verizon app on my phone:
I press "Register," then enter my phone number. Then I get the message "Account locked. Please contact Customer Service at 888-294-6804." When I call that number, I get in a chatbot loop. It sends me a text to start a text chat with Verizon assistant. Digital Assistant says, "Before we get started, you need a My Verizon account..... You can create an account with me now." Press "Yes, Register" enter PIN- I could not verify your identity at this time. Please try again after 24 hours. Would you like to chat with an agent?" Press, "Yes, connect me to an agent." No one ever enters the chat.

-or-

I press "Register," then enter my order number & location code. That sends me an email that says, "Click to register. It's that easy." I click the link, which opens a Verizon page that says, "Could you try that one more time?" I try several times with the same results. Not so easy.

After tons of frustration going round and round with automated customer service, I figured the only way I could contact a human, was to find a local Verizon store. On Saturday May 17, I went to a local Verizon store and asked in person. The employee contacted customer service on his phone and was able to reach a real human. The in-store employee put his phone on speaker and the three of us communicated. The customer service rep stated that my account was locked for 24 hours, even though I told her it had been locked for days. She said to wait another 24 hours. She stated that they are closed on Sundays, but she would call me Monday morning to help me through it. I never received a call. The "wait 24 hours" was just to get rid of me.

At this point, I am very glad I did not lock us into a  3-year contract with bill credits. I am very surprised that Verizon has such an outdated website and poor, unresponsive customer service. I gotta say, Verizon has always had the reputation of being better than T-Mobile, and I assumed I would receive at least equal treatment. I don't want to jump ship so soon, but this is frustrating as can be.  Does anyone have any suggestions?  Thank you.

[vzw_customer_support]

It's be a shame you've not been getting that support needed to help finish setting up your online account. To help get this fixed, I've sent you a Private Message. 

-John

[KineticUrchin]

Thanks, but a time-sensitive link is not going to help.  I work 6-7 days per week.

[SynthpopAddict]

From what you're describing, you first got a guest account (the one with your email) and guest accounts can't have anything linked to them.  If attempting to create a new account on the My Verizon login page using your phone number doesn't work either, then someone at Verizon needs to delete all your accounts which were made and then you can start over.

Another thing I'm wondering about is the phone purchases.  If you signed up on prepaid service, the phones would have to be purchased and paid in full upfront before they can be activated on a prepaid line; prepaid customers aren't eligible for any promotions.  If a store employee set up the phone purchases with some kind of financing arrangement or device deal, then it is the phone purchases themselves which are messing up your account, because any type of device deal is a postpaid thing only and the phone order went into the postpaid side of the company.  Which means every time you try to login to your Verizon account, the system is trying to log you into 2 different places simultaneously and doesn't work.

[SynthpopAddict]

Update, since I cannot edit my earlier post any longer: New prepaid customers DO have some promotions available (sorry, I don't check that section of the website often, and have all promotion notifications shut off in my prepaid account).  However, because the majority of customers are postpaid, it's still possible an order got entered into the wrong part of the company.

[KineticUrchin]

Thanks for the response.  Now I just have to figure out how to reach a real human customer service rep to try that.  Does anyone know how to get a human on the phone?

[SynthpopAddict]

You're welcome.  The number I've got for Prepaid CS is 888-294-6804.  What I do with automated answering systems - since every company uses them now - is to listen to the entire menu of options and press whatever button sounds the most relevant, then keep on listening to the next menu options and pressing the next button.  Usually, after about 2-3 button presses, eventually the system will ask if you want a representative and transfer you, or it'll realize that it can't answer your question easily and tell you that you're being transferred to a representative.  Another trick with voice-responsive systems is just to ask for a representative.