Mysterious "pending order" preventing phone activation

[glennewilliams]

I am now on day 4 of trying to activate a replacement phone on my existing line. I can't make or receive calls, can't send or receive texts, or log into any account or app that uses my phone for 2-factor authentication.

I've now spent hours one the phone, chatting, and even a trip to the Verizon store, and all anyone can tell me is that there is a pending order preventing the activation. What is that pending order? They can't tell me because they don't know. It can't be canceled or bypassed.

I'm told the only solution for this is the work order they put in to have it manually removed (database admin? don't know) from my account. I've been told this could take 24-48 hours by one agent, 7-10 days by another. They can give me no updates whatsoever of the ticket that's been opened.

I found out a short time ago that the ticket has been "extended" and that I will get a call on Monday (which will be day 6) to update me. They've already missed one call, so I'm not holding out much hope for that.

Does anyone have any experience with this mystery "pending order"? Did you ever find out what it was? How long did it take to get resolved?

[vzw_customer_support]

Thanks for reaching out today. As a valued customer, your device and service concerns are our concerns too.

After reviewing the information you've shared here, I'd be disappointed too. We certainly understand how important your service is to you, and we'd be more than glad to help.

Noting your reference about having contacted us (Verizon) by phone, chat/messaging services, and even traveling to a store, may I ask was there a Trouble Ticket assigned for this matter? We've also noted your reference about a pending order. We'd be more than glad to further investigate.

We'd like to turn this around. I apologize for your inconvenience.

-Robert C.

[glennewilliams]

Hi Robert - 

Thank you for replying.  I know they opened some kind of ticket to have the order removed, but I was never given a number for it.

I can't fault any of the people for a lack of trying to solve the issue, but it is really frustrating to not have a working phone. They've all run up against the pending order and can't go any further. 

[vzw_customer_support]

Glennewilliams, I have sent you a private message. Please respond to the private message so we may uncover what is happening.-Loren

[Danam63]

This is happening to my husband who bought his phone on 28th. We have tried several avenues to get the phone activated. Verizon says they are trying to help, but they just push you to another person or they tell you they want to help and they won't acknowledge that there is a specific nationwide issue.  Search the hashtag #verizonoutage in twitter to see all the people who are dealing with this and are not getting any help. 

[Coxywoxy0289]

Going through this now. Can not activate replacement phone or new iwatch. What was the fix?

[vzw_customer_support]

Hello, Coxywoxy0289. Help is here as we can review the account to see what is happening with the pending order. Just to confirm, was there a plan change made recently? 

-Natasha