Suddenly FIOS digital voice manager is inaccesable
aseatanner
Newbie

Anybody know what this means:

We are sorry but your User ID does not currently have access to the FiOS Digital Voice Manager.In order to gain access, please sign in at www.verizon.com/myverizon and follow the steps to upgrade your account to Full Access.

    This is the message I get when I try to access the FIOS digital voice manager to check my voicemails via the internet.  The funny thing is that I have no earthly idea what "Full Access" means, and I don't think Verizon knows either.  The chat techs can't help me, and neither can the ones I talk to on the phone. 

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19 Replies
lengle01
Newbie

Going through the same thing, the online manager is inaccessible and chat had no clue.

I even had a "ticket" opened that was supposed to be resolved by 7/13 but it has not been.

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IrvEinhorn
Newbie

The same thing happened to me.  I was using the service virtually from the day it was initiated and then about 6 weeks ago I got the same message that you received.  I have called technical support many time and spent hours on the phone with them to no avail.  I even wrote to Lowell McAdam, the CEO of Verizon in New York twice.  I initially got a response from his office letting me know that my problem was being escalated.  This was about 2 weeks ago.  Nothing happened and I wrote him again this week.  This time no one bothered to even acknowledge that I sent a letter.  Verizon is now totally unresponsive.  

I believe we are paying for this service in our monthly billing plan and not receiving it.  I wonder how many others are locked out of the FIOSVoice manager.  We should be getting a substantial reduction in our monthly charges due to this failure to resolve this issue.  

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L_Levine
Enthusiast - Level 1

Same here. I was moving from one location with FiOS to another. Knowing my service would be interrupted briefly, I intended to use the call manager to redirect all calls to my cell (even though I had my cell listed as the number to ring if my service was interrupted, I was going to check this was still the case and just for good measure setup the call forwarding). I was unable to access the call manager, receiving the same message as noted. Calling Verizon, they said it was probably related to my move (the account was 'locked' or some such reason) and would work after the service was restored. Well, that wasn't the case, and still isn't the case at this point, after numerous calls and opening at least two tickets (one was 'closed' because it was declared as being fixed - someone trying to make their metrics looks good?). I reported this on July 19 and have not received a satisfactory reply or restoration of web access.

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redup
Enthusiast - Level 2

Same thing here in Northern Va.  I posted the following yesterday, received a response back from VZ saying they would contact me shortly....no response yet.

Unable to access my FIOS DIgital Voice call logs, voice mail or setup via the internet.

I've been unable to access my FIOS Digital Voice Servies via the internet using my internet access or MY FIOS app on my verizon Droid Razr Maxx for several weeks.  I've had a trouble ticket open with Verizon, there promised repair date was 7/25/2013.  I made several call to VZ and they have called me several time, but still not resolved.

I log in to MyVerizon and when I attempt to access Missed Calls or New Voice Mail I received the following error message:  -----We are sorry but your User ID does not currently have access to the FiOS Digital Voice Manager.In order to gain access, please sign in at www.verizon.com/myverizon and follow the steps to upgrade your account to Full Access.

Strange that I need to upgrade to Full Access since I have access to everything else I have, FIOS TV, FIOS DVR, FIOS Internet, Verizon Wireless, just do not have the right access to manage my Digital Phone Servies?????????????

On two occasions verizon technicians have accessed my desktop via remote access to verify.  They see the problem, but do not have a fix.  Techs have been very helpful.  Tech I spoke with this morning believes I do not have full access due to a terms of agreement issue from switching from Verizon.net to Verizon.com.

I've been a loyal verizon customer for years, but it sure makes you wonder when all of these great services are offered, and you pay for them, but Verizon does not deliver............HELP

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stdenney1961
Enthusiast - Level 2

I have been having the same issue for a couple of weeks, but just got it fixed (thanks to a technician named Aaron, on the phone). In short, I had to create a new Verizon Online username and password. He explained that if you do not log in to the portal for a long time, sometimes the user ID's become disassociated with it, and cannot be reassigned (or something like that). Creating a new username (just as if you were activating FiOS service for the first time) will let you back in. It's working for me now.

A side effect was that your new username will now be your default Verizon.net email ID - however, the system actually remembered my old email ID and preserved it as an alias, so it's still a valid address (no need to notify all of your contacts). All I had to do was go into my email POP client and update the actual login / password. Also suggest using the email portal to go in and set your options so that your "From" address remains as your old familiar alias, not your newly-created one.

I hope this helps.

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redup
Enthusiast - Level 2

I've had a ticket open for same problem since 23 July.  I contact Verizon Support via Twitter after it seemed as nothing was happening.  Verizon has been responsive on Twitter, but has taken quite a while and good bit of time to get them to restore my access.  Finally just few minutes ago I can access my Voice Manager.  Have no idea what they did and probably never will.

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L_Levine
Enthusiast - Level 1

Well, after just over a month finally got access again. Had to request the help of the web services group in California, pointing out that many folks have had this issue as posted on the forums. The funny thing is that I've had Verizon, first as a DSL customer, and then as a FIOS customer, for a number of years. When I originally signed up for DSL 10+ years ago, I created an online ID. When I got FIOS several years ago, I had to create a new online ID. Well, when I logged in after waiting the obligatory 48 hours and found my access to the web site worked, I noticed in my profile that my user name has reverted back to my original DSL one as reported in my profile even though I logged in with my 'current' fios ID. That said, I can't necessarily recommend that as a solution, but what the heck, I now have my access restored!

Be sure to ask for the web services group in California, open until 8pm EST. Start at least 2 hours early so you can get to the correct people before they leave for the night.

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ransba22
Newbie

I have been trying to get this problem fixed for over 2 months now.  Hours on the phone; numerous chat sessions; dozens of "ticket submissions" and no joy.   Each time they say they have found the issue, but it is of no use.  One of the agents actually told me I should just forget about it and simply dial in to get my voice mail.

Incredibly frustrating

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LawrenceC
Moderator Emeritus

Hi ransba22,

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

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curttel
Newbie

Same here -- beeen trying to get fixed for more than a month. I have wasted hours on the phone with clueless customer service people. The moderator of this forum attempted to help me but i was just patched in to more clueless cusotmer service people.

Multiple tickets created and then closed without my consent. Promises that people will call me back -- they never do. Still no resolution. I've had agents pull every stunt in the book -- telling me its not worth opening a ticket because it will take 48 hours to resolve. Agents who refuse to let me speak with the manager or claim they are the manager (when they are clearly not). Agents who tell me i'm not entitled to a service credit for "this type of thing". Well i pay extra for FIOS digital voice and its important that i access the digital voice manager to change the email address for my notfiications. How hard is that?

I've never in my life seen such poor cusotmer service -- everyone is just passing the buck, no one is actually helping the customer -- ME.  Does anyone know who is the Verizon executive in charge of customer service? 

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ransba22
Newbie

Curtis --

This clearly has been one of the most frustrating experiences with Verizon. 

I actually have made some progress.   After weeks of tickets, chats and calls -- and some of the Verizon support people have been incredibly nice while trying to help me -- they somehow were able to reset my system so that I can now log into the Fios Digital Voice.  Unfortunately, for the past 5 days, it doesn't really help, since the mailbox is full of expired messages (from months ago) that (i) aren't there when you call in by phone, and (ii) Verizon doesn't seem able to delete (even after I had the tech guy completely wiped out the voice mailbox).   I was promised that this would be fixed over the weekend, but I wasn't really expecting it to be accomplished this soon.  Hopefully by the end of the week.

Interesting things I learned while going through this process:

* Nothing really happens to a ticket unless it is "elevated."

* If they say they will call you back -- ignore it -- they never do.  I have gotten some responses on this forum, which (while not helpful in fixing the problem) did make me feel less ignored.

* Don't bother calling the e-center directly.  They only seem to help you if you are directed to the e-center by a technical support person.

* I got a lot further (including talking with a supervisor) by using the online chat, as compared to the phone calls.  It's also easier to simply cut and past prior responses than it is to keep repeating your information over the phone (and re-repeating each time they transfer you to a new person).

*  Save your chat messages -- it is helpful to be able to quickly tell them what has been tried before.

*  Directing the tech to this forum page saved a lot of time in trying to constantly explain what the problem was.

*  As some point in the process, I was pretty convinced that someone understood my problem and was trying to fix it.  Amazingly, they found my problem to be unique and that the fixes that were supposedly used to help others who mention the problem in this forum didn't work for me.   Hard to believe actually -- I just don't think it is a common enough problem that the tech support manual has documented the "cure."

Good luck -- I will report back if I can ever get the last part of this completed.

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ransba22
Newbie

Done.  Took a ton of my time, but Jose (who apparently monitors the issues on the support forum) finally got the right people focussed on the problem.   Thank you Jose.

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Verizon_Support
Customer Service Rep

Glad we were able to help get the Voice Mail features fully active for your, Ransba22. If you have any other questions or concerns with your account please make a new post and we'll be happy to help!

-Adam_VZ

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gborn
Enthusiast - Level 1

I am having the same problem.  Can someone help me?  thanks

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JRSS
Newbie

I am having the same problem.  What is causing this to so many people?  I don't have access to email via a browser or to fios digital voice.  I have a ticket # for three days and just checked status.  they have no idea when it will be fixed.  The ticket # is MDDQ0EKR6X.  Can you help in any way?

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valeriol
Newbie

Same here, all of a sudden the "manage" disappeared when I go to "Manage my Voice". Of course all the upgrade functions are there, they wouldn't eliminate links where they can sell me additional products !

I can still access it by going to www36.verizon.com/FiOSVoice/members/Default.aspx, but it's annoying.

Please fix this !

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ebrill
Newbie

has anyone found a solution for the sudden stop of  verizon.com fiosvoice access?

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Cobble1
Enthusiast - Level 2

i have the same problem. I can access voice manager but can't change anything or enter my phone book (that disappeared) But I'm sure our bills will get raised at will

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kh-gary
Moderator Emeritus

In order to keep discussion on the community current, this topic has been locked to prevent new replies. If you have a similar question or issue that you wish to discuss, then please feel free to post a new message on the most relevant board. Thanks!

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