Can't access residential billing (broken for the past week and a half)

The online bill paying feature is broken. It hasn't worked for the past week and a half. When I try to pay the bill online, I get this error message every time:

"We are currently experiencing difficulties with this payment application. Please try again later. We apologize for this inconvenience."

I've already tried clearing my browser history/cache, tried using a different browser, and tried using a completely different computer. Nothing worked.

I used your chat tech support last week but they couldn't fix the problem. They gave me a website trouble ticket {edited for privacy}and said someone would get in touch with me. Nobody ever did.

I called today and was sent around in circles trying to find a person who could look up the trouble ticket and resolve the problem, but nobody I spoke with seemed able to work on it. I was cut off once and had to call back. I was finally transferred to someone who could accept a payment over the phone but he had to do extra work to waive the $3.50 processing fee since the problem isn't my fault, and he had no access to any info about the actual problem or the trouble ticket.

Could someone please reply and let me know when this will be fixed and/or what we can do on our end to fix it?


Re: Can't access residential billing (broken for the past week and a half)
Moderator Emeritus

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.

Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions.

To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".

Please keep all correspondence regarding your issue in the private support portal.