We havea residential Fios bundle, and a user ID & password account to manage it. There is also a private, personal e-mail address provided by Verizon, which was only intended for e-mail, not residential management. This week I got the dreaded "We are unable to process your request at this time.Please try again later. We apologize for any inconvenience.' when trying to pay the monthly bill with the usual residential login. Spent a full hour in chat with an agent, and it turns out that the personal, private e-mail address has been switched to be the "primary" residential account. The agent suggested creating a new sub account, but that doesn't solve my problem, it would only be a way to get a new e-mail address, but I don't want a new address - we need to be able to log into residential Fios service withOUT using the password for this one already established e-mail account. But the agent says that it has to be this way, because its "primary" now. Well, it was switched from the good User ID that it was before, and it needs to be switched back...
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.
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Please keep all correspondence regarding your issue in the private support portal.