Problems with email after signing up for 'keep my email'

[Norahsnet]

I am really frustrated and need some assistance.  At the end of August I signed up with keepmyemail.com in order to allow all of my family members to keep their email address. A few days later I canceled the remainder of my Verizon services, and at that time confirmed that everything was all set with respect to keeping our email addresses.  About one week later all of our email addresses were "suspended" and being bounced back to the sender.  I could not send or receive emails.  

I spent numerous hours (at least 10) on the telephone trying to get a resolution.  I was transferred from one dept to another.  Bounced back and forth between tech support and the "keep my domain" dept.  Each person told me something different.  I was given all kinds of crazy excuses, from being told everything was set up correctly to I never signed up to keep my emails. I was told that only the people in "keep my domain" could fix it, but they told me only Verizon could fix it.   I finally got some it resolved on September 17th and all of the emails began working again.  Unfortunately, I was not able to get any info on what was done to fix the problem, nor was I able to get any info on what emails had been rejected.  The resolution was short-lived.  At the end of September all of our emails again stopped working.  When I tried to log on I was told "invalid username or password"  This time the bounce back message said the email had been "temporarily disabled".  I went through the same process again and again.  One person I spoke to promised me that he figured out the issue, but the person who could fix it was already gone for the day.  I was promised a return call the next morning - no surprise the call never came.  Some of the customer service folks were very nice, but not helpful - some were worthless.  One person even told me "there is no way to keep your verizon email address beyond 30 days" - he had no idea what he was talking about.

I have done everything that has been suggested -  spoke to tech support; spoke to disconnect team; spot to elite team; asked for supervisors (which everytime resulted in me getting disconnected); spoke to keep my domain support; tried online "fix my email", etc..  This has been an ABSOLUTE NIGHTMARE!

My family members and I have used our myname@verizon.net addresses for many years and in too many places to count.   What do I need to do to get this resolved.  Who can I contact via phone or email to get this resolved?

[rengarcia7]

I would like to Copy and Paste the exact same complaint you experienced and post it as my own! I am currently going through the same exact experience and it is yet to be resolved. It seems that KeepMyEmail and Verizon are definitely not on the same page. This whole procedure has been made entirely way too complicated than it should be. I am not exagerating when I say that I have spent close to 6-8 hours on the phone (having to take vacation days from work) with various people much the same way you have done. I'm currently paying $49.00 to keep my Verizon account just to be able to keep my email accounts working. This was at the suggestion of technical services after my KeepMyEmail account never kept my accounts. I lost access and lost all email on the server. THANK GOD! It was recovered after I re-up'ed with Verizon. I am completely frustrated! I will try this all over again in just a while. Wish me good luck

[JustFitz1]

Oh My - we are suffering through exactly the same problem. We have spent three hours on the phone just today with a bunch of useless departments who all can't help and have transferred us from department to department and back again. No one can help, no one seems to understand and no one wants to help. 

We went through the same hassle of setting up a "keep my email domain" as we moved to an area that Verizon doesn't support but we didn't want to change our email address. We have a cell phone with Verizon so we can access the account.

When we sign in we get a screen that requires us to verify our account. 

Account Change Verification

We recently received notification that you have made a change to your account. Please enter the Account Number or Billing Telephone Number to verify this change.

So we do that - provide our account number, our cell phone number and our last bill amount and the verizon web page tells us:

My Verizon

 

We are unable to process your request at this time.

Please try again later. We apologize for any inconvenience.

This has been going on for two weeks!!!!!!

The answer from the useless phone support is we will call you back during the week! ie how to ignore us. But calling during the week hasn't help us so far either.  Verizon - if you don't want our business just say so and we will go else where. There is no customer service happening in this company -  how does it stay in business.

[bazooka45]

I have the same issue. It's frustrating how can company provide support like this? Was your issue solved?

[Anonymous]

I'm having the same problem. Moved to Italy 3 weeks ago. Want to check my emails, signed up, charged my credit card and cant get anything. Calling Verizon is a big issue from here. Impossible to dial 1-800 from Italy. Can't find any other contact # on the web site. Want to cancel everthing and get my money back. At least Gmail is FREE !!!!!!!!

[ElizabethS]

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 in the middle, right at the top 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.

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.

[Anonymous]

Hello ...................... Hello.....................Is anyone out there ????? Haven't heard from anyone for  a week now. I've been a verizon customer for 20 years. I guess once you move out of the country, you dont exist anymore ........ but its OK to take my money and not provide any service. Not like I can call anyone, because they are all heartless robots over there. Oh well, I'll send another crappy email in a week.

[ElizabethS]

Please follow the instructions given above for accessing your private support case. The agents are waiting for you to reply.

[Alsgirl2002]

I am having this same exact problem. I called verizon yesterday and after 45 minutes on the phone I was connected to a service agent that had a bad headset. The call kept cutting out, although I had spoken to two other people with no problems. Rather than consider the problem was with her phone, she simply hung up. I hope I can get a response to my issue with this thread.

[SJM171]

I have the exact same problem with my sub accounts.

I have received ZERO help after several times on the phone with Verizon support and the tech number thye gave me for keep my email goes nowhere.

I have sent my information by email to Billing@domains etc  and I hope that this entry may provoke a response.

These email sub-accounts are critically important so I hop to receive a prompt response here.

[SJM171]

NO RESPONSE to the email and NO RESPONSE here.

This is an unacceptable situation.  I can't even find out where to cancel this service.

My next steps are to cancel the credit card payment and refer the matter to the Attorney General's office of Consumer Protection.

[LawrenceC]

Hi SJM17,

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. 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.

[SJM171]

UPDATE for anyone reading this thread

  I spent TWO HOURS + in a text session with a "specialist" yesterday and accomplished exactly NOTHING.

  NO they cannot activate my two sub accounts.

  YES I am SURE my confirmation letter says all sub accounts are included

   NO they cannot cancel my order

  and most infuriating of all  NO THEY CANNOT CANCEL AUTOMATIC RENEWAL. THEY SUGGEST THAT I CANCEL THE CREDIT CARD I USED TO PAY THEM.  Can they be serious??  I must cancel a card because they are incompetent scammers?  NOT **bleep** LIKELY. 

   My next step is Corporate which, in NY is at 140 West Street in Manhattan.  Also the Attorney General's Consumer Frauds Division.  I suggest you all do the same in your respective states.

This entire "keepmyemail.com" is the worst sort of fraudulent scam.

[DavidWilson2]

I'm having the exact same problem. I need to disconnect my service tomorrow (8/8) because we are moving. I signed up for Verizon My Domain last Tuesday (9 days ago). The charge appeared on my credit card the next day, but the order has been pending ever since and has not gone through. I have spent hours on the phone with Verizon reps trying to get it resolved. I have to explain the situation again and again and again, taking time off during my work day. Nobody can figure out what the problem is. I get transferred to different departments, and several times have been cut off in the process. I am afraid my whole family will lose access to all of its email accounts, which is a serious problem.

I thought I had initiated the order well in advance of the move, but it looks like it is "stuck" in the system forever.

Can someone from Verizon please help me??

[ElizabethS]

Hello DavidWilson

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 in the middle, right at the top 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. 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.

[Verizon_Support]

We did not hear back from you on your Private Support case. We hope you were able to find resolution to your issue.

If you require further assistance, feel free to make a new post, and we can be sure to look into your issue. As always, we're available for support around the clock.

Thanks,
Marcial

[BMG4ME1]

I have a similar issue, my username@verizon.net was deleted and there seems to be no way to reactivate it

[ZRose1]

I signed up for Keep My Email, and after i moved from my residennce that had Verizon, and I no longer have verizon high speed, i am not able to receive or send emails on my cell phone, or my outlook

I am however able to send and receive emails through webmail.

I have had several different Verizon tech support spend a combined OVER 10 hours trying to resolve this issue with no success.

I am getting an ERROR message that can't connect to the server, we have changed setting server MANY MANY times, and still NO resolution.

I am able to get my OTHER EMAIL ADDRESSES on my iphone and on my outlook -- that are gmail and YAHOO accounts

that are working without any problems.

UNFORTUNATELY my verizon email gets all my work emails, so I NEED THIS RESOLVED ASAP

I have not been able to get on OUTLOOK or my cell phone with my californiarose emails!

PLEASE CONTACT ME ASAP as I NEED TO be able to get my emails on my iphone and on MY OUTLOOK (as this is the only way I send and receive all my work emails)

THANK YOU

[LawrenceC]

Hi ZRose,

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. 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.

[Verizon_Support]

My team is available to help you right here and now

Would you mind clicking this link so we can get your account details and start checking on this issue for you?

https://collaborateext.verizon.com/aims/aims/SocialMediaSupport.jsp?ID=CaliforniaRoseForums

~Jess

[coffin]

I paid for the verizon my domain (keep email) and did it all before closing out verizon fios.  now moved to florida and can not access email.  it says the account is suspended.  I even have an order number:

Order Info

Order number: {edited for privacy}
Order date: Oct 10, 2014

 I have spoken to 4 different verizon people......none so far can help.  I see on here others have the same problem.  Why cant verizon fix the problems and provide support on the phone for verizon my domain customers. 

thanks, {edited for privacy}

[LawrenceC]

Hi coffin,

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. 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.