Cannot access secondary line in online account.

I have 2 phone lines in my home which I always accessed via the online account (MyVerizon) log in.  To select which line I wanted to view there was a drop box that displayed both accounts and one was selected.  Every time I select the 2nd account, the page refreshes as if to show the account but stays on the one Verizon deems primary.  The 3-digit customer number below the drop box DOES change, however the page still displays the information from the "primary" number.  I have no way to access my billing and payment information on the second line.  Our bank has changed hands and I need to update the information which I am currently unable to do.  I was transferred to about 4 or 5 different departments today over a period of almost an hour on the telephone.  No one had any solutions because no one knew where to direct the call.

1 Reply
Moderator Emeritus

Hi contraceili09,

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 at the top of the middle column 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. The title of your post is the link. 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.