I've been a Verizon customer for a few years now, switched to them a few years back based on their overall "coverage area." I won't get into the false service coverage maps, but I will tell you about my recent customer service experience. I just added a new line and device, purchased directly from Verizon via the online account management portal. The new phone arrives 2 days later, power on the phone and attempt to activate it. Automatic activation fails so I call the customer support line. After an hour, they inform me I'm trying to activate a business line and they need my business email account to proceed. After reiterating that this is a personal account and not affiliated with any business, another hour later I am transferred to a consumer activation "specialist." The "specialist" attempts to activate the new phone and in turn de-activates my current phone on which I am communicating with them. When I call back 15 minutes later using my wife's phone, I am greeted with a recording saying the call center has closed for the day. So then I switch to the on-line chat support, after 5 additional hours, they are unable to activate my previously activated phone due to the SIM card not being compatible. Still not sure about that, but they did offer to activate a e-sim to remedy the issue. Guess what? That didn't work either, so after 9 hours of chatting/speaking with customer support to activate a new line of service, my primary device is no longer working and they don't have a resolution. I'm exhausted, going to return the new phone and port my existing four lines to another carrier. By far the worst experience I've ever had with a cellular company. Not to mention my primary line of service, which is what I use for work where I'm on call 24/7 ( on-call for a Public Safety organization), is no longer working due to their mistake. Asked for a manager and was redirected to the call center that had closed earlier. Unbelievable!!
We're sorry to read about your situation with the activation, and we're here to help. We have sent you a private note. ~Peter
Hello! We haven't heard from you. If you need assistance, please reach out to us.
https://www.verizon.com/support/contact-us/
~Maria
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