Chat Support Does Not Work

[Doc52]

When trying to use 'Chat Support' it shows me as 'Not Logged In' even though I am.

When I click 'Log In' in the chat window it just loops me back to my home account information (billing, TV, internet choices, etc.). Phone support has been useless and get no were with resolving this issue.

[Troubleshooting Attempted]:

[Network Details/Eqt. Details]

Verizon Network: 1GB Connection

Router: New Home Router (g3100)

• Firmware: Ver.: 1.3.6.27
• Hardware Ver.: 1102

Device Connection: CAT-6 direct to Router

[Network Connection Attempts]:

• Verizon FiOS 1GB
• Comcast xFi 1GB
• Comcast Public Wi-Fi
• ATT Hotspot
• Verizon Hotspot
• T-Mobile Hotspot
• Note: Same Results. No matter what connection method it loops me

[OS: Virtual Windows 10 1903 - Clean Install]

OS Status: Clean Install, No Firewall or Anti-Virus, Pop-up Blockers, Adware Tools

Browser: IE11, Google Chrome, Firefox, & Edge 

Cleared caches, cookies, temp files same issue

Note: All browser latest GA release. They all do the same thing. Loop me back to account page

[OS: Virtual Windows 10 1909 - Clean Install]

OS Status: Clean Install, No Firewall or Anti-Virus, Pop-up Blockers, Adware Tools

Browser: IE11, Google Chrome, Firefox, & Edge 

Cleared caches, cookies, temp files same issue

Note: All browser latest GA release. They all do the same thing. Loop me back to account page

[OS: Virtual Windows 7 - Clean Install]

OS Status: Clean Install, No Firewall or Anti-Virus, Pop-up Blockers, Adware Tools

Browser: IE, Chrome, Firefox

Cleared caches, cookies, temp files same issue

Note: All browser latest GA release. They all do the same thing. Loop me back to account page

[OS: MacOS Catalina 10.15.2]

OS Status: Clean Install, No Firewall or Anti-Virus, Pop-up Blockers, Adware Tools

Browser: Safari, Chrome, Firefox, Edge Beta

Cleared caches, cookies, temp files same issue

Note: All browser latest GA release. They all do the same thing. Loop me back to account page

[OS: Virtual PC MacOS Catalina 10.15.1]

OS Status: Clean Install, No Firewall or Anti-Virus, Pop-up Blockers, Adware Tools

Browser: Safari, Chrome, Firefox, Edge Beta

Cleared caches, cookies, temp files same issue

Note: All browser latest GA release. They all do the same thing. Loop me back to account page

[OS: Virtual PC MacOS Mojave]

OS Status: Clean Install, No Firewall or Anti-Virus, Pop-up Blockers, Adware Tools

Browser: Safari, Google, Firefox, Edge Beta

Cleared caches, cookies, temp files same issue

Note: All browser latest GA release. They all do the same thing. Loop me back to account page

[Home Router: Reset to Factory]

Re-tested above use cases. Same results

How do I get this issue resolved??

[JeanneO1]

I'm having a similar issue. I log into my account and try to start a chat session but the chat window prompts me to log in to continue, but when I click on the Log In button in the chat, it does nothing.

[kh-gary]

Hi JeanneO,

Your issue has been escalated to a Verizon agent. Please check your Private Messenger inbox for a message from a Verizon support agent. You can find your inbox by clicking on your username at the top right corner of this page and then clicking the envelope icon that appears at the top of the menu. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.