My Verizon website hangs when selecting Add or Change Plan
chasstone
Enthusiast - Level 1

For 2 days I am trying to see my options to upgrade/renew my TV/Internet/Phone plan, but site hangs with  "We are looking up your account info.  This will only take a moment." 

I have googled to find other paths to this info with same result. 

Chat with agent was fruitless.

Anyone else having this problem and is there a workaround or fix?

Thanks 

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1 Solution
Edg1
Community Leader
Community Leader

@chasstone wrote:

For 2 days I am trying to see my options to upgrade/renew my TV/Internet/Phone plan, but site hangs with  "We are looking up your account info.  This will only take a moment." 

I have googled to find other paths to this info with same result. 

Chat with agent was fruitless.

Anyone else having this problem and is there a workaround or fix?

Thanks 


Try downloading and using a different browser like Firefox or Chrome.

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11 Replies
Edg1
Community Leader
Community Leader

@chasstone wrote:

For 2 days I am trying to see my options to upgrade/renew my TV/Internet/Phone plan, but site hangs with  "We are looking up your account info.  This will only take a moment." 

I have googled to find other paths to this info with same result. 

Chat with agent was fruitless.

Anyone else having this problem and is there a workaround or fix?

Thanks 


Try downloading and using a different browser like Firefox or Chrome.

chasstone
Enthusiast - Level 1

Thanks, I tried and it worked with MS Edge instead of Chrome.  Dunno why, but glad to see my upgrade options.

Thanks again.

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DrMatt1
Newbie

This happens in BOTH Firefox and Chrome - very frustrating! About 1 in 20 times it will actually connect.

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luige
Newbie

Having the same issue, tried using Safari, Chrome & Firefox with the same result.  The Verizon app on my phone is also hanging up at the same location.

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TW60
Newbie

Having the same problem. Can anyone tell us how we can get ahold of some one that can change services in my plan?

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AlphaB
Contributor - Level 1

@TW60 wrote:

Having the same problem. Can anyone tell us how we can get ahold of some one that can change services in my plan?


Call them on the phone

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TW60
Newbie

Yeah right. I can see you’ve never tried calling them on the phone. A lot of time spent waiting while they access records and then at the end they find a glitch and can’t complete your request. 

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ProfQuill
Newbie

This is a little old but have been browsing the community.

Yes, I run into this problem often, and there are 2 fairly simple fixes -- Delete ALL the cookies associated with Verizon, you can dig thru the options menu in Chrome, or simply click on the padlock symbol to the left of the address at the top, you'll see the cookies thing.

Or,  I've given up having to do this occasionally so just go to Verizon using Incognito mode that bypasses any cookies.

Obviously Verizon has severe site handling problems for many years, I believe I've reported it (not sure now since it's been so long ago), but because the detour is simple enough, so be it.

Yeah, using a different browser is like starting with no cookies, unfortunately that one may get poisoned also. 

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DrMatt1
Newbie

I tried deleting cookies and this sped things up, but... now it just returns the following message almost instantly:

"We are unable to process your request at this time.
Please try again later. We apologize for any inconvenience."

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BedWetter5000
Newbie

Happing to me too... I tried multiple browsers, devices, and clearing cookies. It did nothing.

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BedWetter5000
Newbie

IT'S FINALLY WORKING!!! I had an order to return my FIOS equipment, once it was all returned, it starts working...like magic!

TBH, I don't think anyone has any idea what they are talking about when it comes to the software and back-end of the website. I talked to multiple reps for multiple hours and always got the run around "I have absolutely no idea why OUR website hang up on you"

This poses an interesting question: Does Verizon purposely 'hang up' their website when trying to change your plan? Or anything that will lower the monthly bill....as this forces you to call them, and it's ironic how they NEVER have a problem on their end in viewing/changing the plan

PS: It's funny how FIOS offers 200/200MBPS as the slowest speed. Anything faster than this is a complete waste of money for 99.9% of people.

FYI: The 200/200MBPS plan is actually 300/300MBPS. I was told this by the tech that upgraded our ONT box, and I tested the speed for myself. I'm getting as high as 350MBPS over wifi.

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