Looking for 'My Support Cases' link
RuralCopper
Enthusiast - Level 3
Well, posting in this forum resulted in a technician showing up on a Sunday afternoon ... phone service restored. Thanks. However, in one of my postings Verizon says to check 'My Support Cases' link to communicate with them and then locks the post so I cannot respond to ask for more details about the link. I have looked all over the site and cannot find this 'My Support Cases' link. Has anyone else found it?
Thanks ...
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1 Solution
lasagna
Community Leader
Community Leader

As the moderators explain repeatedly, but folks seem to ignore ... the My Support Cases section does not show up unless you actually have a case which has been escalated out of the forums.  It's that simple, there is no magic link that you go to in order to create a case yourself.

When a case has been escalated, if you go to your profile page (by clicking on your forum name next to your avatar at the top of the page and selecting profile), if you scroll all the way to the bottom (beyond the statistics), you see a section titled "My Support Cases" and a list of those cases which were escalated.  Clicking on a case takes you into that thread and allows you to read and respond to it privately so that the information you exchange is not publicly displayed since they often need account or other specifics to help.

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19 Replies
VZ_down
Newbie

Insanity.

I cannot find any link to "MY SUPPORT CASES" as the agent suggest to so many forum contributors.  If it exists, why not proivide a link, or describe the exact navigation path to it?  "in the center of the page" is a very poor way to communicate this.

We all know by now what a hodgepodge the Verizon website is.  Filled with broken links, misdirects, and missing information.  Looks OK at a glance, but hellish to find anything

Also, my original post is locked to comments and editing!  Does Verizon lock unfavorable forum posts against further comments?  Hmmm....

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lasagna
Community Leader
Community Leader

As the moderators explain repeatedly, but folks seem to ignore ... the My Support Cases section does not show up unless you actually have a case which has been escalated out of the forums.  It's that simple, there is no magic link that you go to in order to create a case yourself.

When a case has been escalated, if you go to your profile page (by clicking on your forum name next to your avatar at the top of the page and selecting profile), if you scroll all the way to the bottom (beyond the statistics), you see a section titled "My Support Cases" and a list of those cases which were escalated.  Clicking on a case takes you into that thread and allows you to read and respond to it privately so that the information you exchange is not publicly displayed since they often need account or other specifics to help.

LawrenceC
Moderator Emeritus

As this thread is now over two years old, it will be locked in order to keep discussions current. If you have the same or a similar question/issue we invite you to start a new thread on the topic.

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mikeC991
Newbie

I also cannot see the "My Support Cases" link and I have tried several browsers. Can someone help me out?

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ElizabethS
Moderator Emeritus

Hello mikeC99


As you have not had an issue escalated to an agent, you do not have that board.

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mclancy319
Newbie

I can not find the my support cases either - very frustrating - can someone at verizon help me? Thank you.

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ElizabethS
Moderator Emeritus

Hello mclancy319

You do not have a private support case that was escalated from the forum, so you would not see that area on your profile page.

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Vish1
Newbie

Hi,

Even I don't find "My Support Cases" on my profile page.

Can someone please help on this and provide me link?

It is really very frustrating thing to spend 20-30 min to find "My Support Cases".

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Frustrated9643

Hello!

I cannot find "MY SUPPORT CASES" either on my profile page at the Verizon Forums.

If someone from Verizon can contact me, I can send a PDF file of the screenshot of what I do see. I also did a keyword search on my profile page, but no luck.

THanks

K

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LawrenceC
Moderator Emeritus

Hi Frustrated9643,

Please check your Private Message Inbox at the top right of this page. It should look like this -->>

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CHEYWOLF65
Newbie

I can not find it I guess I am dumb also...

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Zblaze
Enthusiast - Level 2
The link is here on the "FORM". Pages. It's your user name for using these forms. Not on the main Verizon web page.
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LawrenceC
Moderator Emeritus

Hi RuralCopper,

You should find the link to your Private Support Case in the middle column of your profile page.  You can reach your profile page by clicking on your name next to one of your posts, or where you see it appear at the top of a forum page.

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midas21
Enthusiast - Level 2

the link is not showing up for me as well!!!

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RuralCopper
Enthusiast - Level 3

I guess I must be dumb ... I only found the list of my postings and still find no "My Support Cases' link.   Another Verizon tech replied to one of my forum posting that I haven't checked or responded to some posting in that location ... then doesn't allow 'Reply' ib their posting.

I still need to update the work order.  A Tech showed up on Sunday night and spent an hour trying to trace lines on the road ad restored service so we thought we were set.  But then during the week we started having issues again with noise, disconnect of calls in the middle of speaking with someone, not being able to make a call and then no dial tone ater that.  I tried to open another repair report on this site today but can't get past that automatic check the line action.  This is so frustrating.

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RuralCopper
Enthusiast - Level 3

Found it ... that link finally appeared after several reloads of the site.

Now I have to figure out how to submit another repair request since the other one has been closed.

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RuralCopper
Enthusiast - Level 3

don't try to use this site with an iPad or smartphone. The only way I found the link was on my laptop using a browser.  Guess this site is setup for use with mobile devices.

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RuralCopper
Enthusiast - Level 3

I meant to say .... 'this site is NOT meant to be used with an iPad or mobile device.'

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ElizabethS
Moderator Emeritus

Hello RuralCopper

Please use the same link. We have reopened that case for you.

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