Verizon won't accept my phone/email for notifications, and has de-enrolled me from paperless billing twice.

Hello, FrustratedCustomerNo99, we know it's important to be able to keep your paperless billing and discount. You mentioned you were asked to add your email address to your account recently so we can reach you. Do you recall if past emails that you received were bill ready notifications? Were you receiving Auto Pay notifications via email?

-Lauren

SynthpopAddict

I'd be really frustrated too if I had my contact information all entered into my account details, and the system isn't taking it for some reason. Is the My Verizon account you're using linked to the "phone number" of the internet cube and you have a user ID attached to that "phone number" which you use to login? (I say "phone number" in quotation marks because while it is a phone number, it's not actually a phone using the number on the network.) If you made an account using your actual phone number and not the internet cube's number, then your account is probably a guest access account and not a "real" one.

A_Noid_at_V

I have the exact same issue. No one on the phone has been able to help. The primary phone number associated with the account is the one assigned to the router which apparently you can not change???....... I'm not sure how that happened.

Hello, A_Noid_at_V. Help is here as we can absolutely help. With the online My Verizon account, you can change the account roles for the lines. There is a process to de-register to then re-register the lines so that you can receive your notification to the line of your choice. Please let us know.

-Natasha

MPanther12

I have been un-enrolled twice too from paperless.

MPanther12

Since they step you through the process on the phone, why would it be a guest account. I had the same issue, and received all of the confirming emails, but same problem.

Hello, MPanther12, we certainly want to help ensure that you are able to enroll in paperless billing! Do you currently have paperless billing turned on?

-Lauren

I have this exact same problem.

I am

1) Enrolled in paperless billing.

2) Only have Verizon as my wireless carrier. My mobile carrier is different. My Verizon mobile number is not active.

3) The billing notification number associated with my account defaults to the inactive Verizon mobile number associated with my account. Like you, that is not an active number.

4) The app (on PC and on mobile) will not allow me to enter my actual mobile phone number that IS active. The app will not allow me to enter my ACTUAL ACTIVE number (not yelling my caps, it is for emphasis here).

5) I continue to get notification that I will be disenrolled from auto-billing. I have called twice now. Once someone said they fixed - got a notification about disenrollment. I called again - they said they fixed it. I continue to receive disenrollement notification because Verizon keeps trying to notify me at an INACTIVE number (for texts). Again, the app does not allow us to enter our actual number.

6) I receive email notifications for billing.

7) Verizon please actually help us here. This makes the company look incompetent and we are spending, seriously here, hours of our lives trying to correct a problem with the Verizon system. I have other options for internet in my area that are just as fast.

Please help me understand: We have to delete our accounts then sign up again? There is an option in the app that where I can select with line to receive notifications - except it is frozen on the the inactive number associated with my Verizon wireless account (a number that is not active for mobile use) - my actual mobile number (where I text) is not able to be entered there. It's as if the app makes it look like you can change but you actually can't.

-Kyle

Me too ! I have the same issue that is why I am all over this page. I have a lot of empathy that there are diligent workers to help us solve this, but no one has actually been able to help. Now, I do not blame the customer service reps - they are not incompetent. In my humble opinion, the system is not set up for them to actually be able to change this for us. Which is precisely why people get on a the phone, hit zero a bunch of times, ask for a manager and generally are just a aggressive. The system is acting like a circus room of mirrors and really it just needs to be recoded and reupdated.

Hello, kylias. Rest assured, help is here. Having access to your online account is a must. I see you stated you have wireless service with us. Could you clarify what this means, meaning, what device do you have activated with us? Once we know this info, we can then provide guidance on a resolution.

-Natasha

Thank you for your response. I have Verizon Home Internet and I use a Verizon Internet Gateway (model ENC-CR200A). When I opened the account for internet I was automatically assigned a mobile number. I do not use that mobile number for texts - it is simply assigned to the account. I was told this is how Verizon sets up accounts. The mobile number assigned to my account for my home internet is the default number to notify me for billing. The problem is, that mobile number - the one assigned to my account - as I said - is not active (meaning I do not use to call or receive texts, my cell is with another provider). The app does not allow me to change the default number assigned to billing notification. As a result, I receive letters that say - "we were unable to reach you at the number assigned to your account - change it or you will be disenrolled from auto-billing." Again, the page in the app (called " Communication Preferences Notification settings" in the "Manage Autopay" and "manage alert settings options") is fixed and will not allow me to change the mobile number assigned to my account. The default verizon number stays attached to my account (the same number that is assigned for my home internet which only exists for my home internet account and not for texts and cell use). I cannot change the billing notifiction number. As a result, I continue to receive paper letters telling me to change my billing notification number - except - as outlined above - I cannot. The app will not let me.

I have been through to reregister and reregister process at least a dozen times with no success. I cannot even log into my account. The last attempt to correct this problem was done at a Verizon store, handled by the employee AND a tech at Verizon. No success. Locked out again. Never received the code to try to log into my account which was promised a week ago. Thus has been going on since early August.

We definitely want to make sure that you have access to your online account. Is this a Prepaid, Postpaid, or Fios account?

~Geo

Agree 100%. They have my bank information and I can't even log in to delete it since I won't be able to be on auto pay because they say they can't text me.

I have turned on paperless billing and auto pay repeatedly. Makes no difference. Once they say they cannot text me paperless is disconnected by Verizon, a paper bill is sent, and $60 is deducted from my bank instead of $50. My next attempt will be to have my checking account number deleted. They're sending me a paper bill anyway. I don't trust them to have my bank account number.

This comment is absolutely 100% correct. Can't believe Verizon can't correct the problem. Techs I talk to seem to be unaware there is a problem.

SynthpopAddict

So...what I'm getting from this thread is, if you don't have a mobile line through Verizon but only the home internet service, then you can't sign up for autopay because the system cannot verify you properly due to the internet gateway not being able to receive texts. Therefore, any attempts to sign up for autopay get declined or deleted.

I can't imagine how this is helping sales for the fixed wireless home internet. Fios isn't in my neck of the woods, so can't speak for that. It's obviously a glitch with Verizon. Would be willing to say calling is ineffective, since CS has been mostly routed to overseas call centers.

You defintiely are eligible for the automatic payment discount even if you don't have a phone line on your account, and we want to get to the bottom of this. Please be on the lookout for a Private Note so we can take a closer look and figure out what's going on.

~Jesse

Hello. We are here to help with Auto Pay options. To better assist, please tell us. Is your service residential/Fios or Mobile?

~Maria

EZDANGER44

I cannot activate the Apple Perk because it’s sending the activation link the the 5G Home Plus internet box’s phone number. Although Verizon states that you can purchase this perk if you have a qualifying mobile phone line OR 5g Home, 5G Home Plus Fios etc home internet plan. But it’s wanting to send the link to the my home internet box to activate this perk. I don’t understand why Verizon cannot send links or any verification codes to the Verizon Id email address, and only to a mobile phone line? This has been a headache since I had first ordered their internet. I had called support before I had even placed an order for their internet service. I had specifically had asked the support agent if I needed to have a mobile phone service plan with them,, in order to have their 5G Home Internet plan. They had told me no. Which is very frustrating, because I’m running into so many issues like first off I couldn’t get into my account for a week when I had service set up. Then now I’m having this Apple One Perk issue. I’m finding that I actually do have to have a mobile service plan with Verizon in order for things to go smoothly using their 5G Home Internet plan!!!! I tried calling my actual mobile phone carrier to see if my sim could be unlocked so I can have my dual sim open so I can still have my mobile carrier’s phone line active, and add a Verizon Mobile Phone plan phone number for the other esim. That way I can get codes sent to me with no problems at all. But they were not allowed to do this for me. So I looked into purchasing a mobile phone line with Verizon, but they are so VERY expensive for all their mobile plans. As well trying to get a phone from them. Because unlike T-Mobile Verizon is very snooty when it comes to your Credit Score. If You have a low score they make you pay a huge down payment for the phone that you are trying to buy. T-mobile doesn’t check your credit score to qualify you or allow you to purchase any items. Verizon needs to fix this phone number thing. Instead of telling their customers that they do not need to have one of their mobile phone plans in order to also have their home internet plans. Because Verizon does know that we do have to have an active Verizon Mobile Phone plan. I think they lie telling us that we don’t and it’s a headache obviously to do anything normally because the phone line is only attached to the internet box, and we can’t get any notifications. So therefore I think that it’s a lie so we would be coerced to purchase a mobile phone and mobile service with Verizon.