15GB Prepaid Plan - Data issue for past 6 months and now no Data

[marbochengye]

For the past 6 months, my data has been running out of nowhere. I have addressed this with the Verizon agent and their temporary solution to that was to refill my prepaid account with data. They recognize that I have not been using data (I am at home because of the pandemic) , but my data is running out of nowhere.

I will now list all that I have done to address this data issue:

1. History - I have been using Verizon prepaid plan for over 2 years and now I am getting data running out of nowhere and now no Data.
2. Data consumed out of nowhere- Contact Verizon agent they refill account and I am back with data. 
3. Old plan issue - After a couple of refills, I told the Verizon agent that this is only a temporary solution to this issue. So the agent recommended I switch to a new plan 15GB which would cost the same as my old plan 8G + 7GB bonus provided by Verizon so I switched the plan.
4. New plan issue -After switching plans, I have no Data at all, I can call and text, but no Data.
5. Syncing issue - I talked with the Service agent and they recommended I troubleshoot device so I did the following
   1. Restart device 
   2. Ask them to resync
6. Old Sim Issue- I was told that it might have to do with the SIM,  I was still able to call and text and I haven't had any problem with Data for over two years until recently
7. Device Issue- I switched to a new sim and it still did not work so they say it is the device I am using
   1. To test this I have used both an Android (Pixel 2) and IOS (Iphone 11) to test the sim card doing all the troubleshoot (restart, resync) and both devices can call and text, but still no data
   2. On the Android Pixel 2, it says Verizon - "You don't have a Verizon Wireless plan or you've used all of your plan allowances, please contact Verizon"
      1. I contact Verizon and it is clear I have not consumed any of my 15GB data because I have no data on my device even with the new SIM activated.
8. Data used outside of registered location -Ticket NRB000010352138 was submitted to address this system issue. The resolution was that the data is being used at 900+miles away from the registered location.
   
   1. This doesn't make any sense to me because I am currently registered in San Francisco and I could be in New York (2k miles away) and I should still have data
   2. I am using a new SIM so shouldn't data be sent to this new sim.
9. Low Signal Issue - Ticket NRB000010357563 - the solution they provided was that my area had low coverage and recommended to switch to a post plan.
   1. This is not a coverage issue because someone in a household under the same prepaid plan has data.
   2. I am receiving no data at all whether I am indoor at home or out in the city.

It seems that the technical specialists are unable to solve my issue. Has anyone encountered this issue?

Any help on this issue is appreciated. Thanks!

[vzw_customer_support]

Hey, marbochengye. It looks like you've been dealing with this for a while. We'd like to try a few things here on our end, to see if we can get to the bottom of this. Please reach out in a Private Message. 

CelesteR_VZW

[marbochengye]

I have sent a private message with the post as message. Thank you for reaching out

[vzw_customer_support]

I thank you for all the patience you've had with us. To get us started with your assistance, I will need you to verify. Will you please provide me the IMEI number of your Prepaid device? You can locate this information in Settings.

Angel_VZW

[marbochengye]

Hi Verizon support, the  MEID 35803508402945 on Pixel 2.

If you think this has to do with the device, I have also tried SIM on iPhone 11 and the data also doesn't work, but I can call and text.

[marbochengye]

Update: I have been reached out by Verizon Support twice here and I have already authenticated twice. 

I am confused with this authentication process. It seems that once I am authenticated nothing moves forward.

Can Verizon Support provide me with a number I can reach out with regards to this? If possible with a specialist?

I don't really want to repeat myself to a representative if possible. I have already addressed this issue with 5 online representatives, one store manager, one store representative, tech support on the phone, and  2 Verizon support that reached out on this forum, but has not provided any support yet.

[vzw_customer_support]

We definitely want to do all we can to help, and I am sorry to hear that you have been having issues with your data connection. The best way to tackle this issue is the route you have already gone which is to have a ticket submitted by out tech team to take a closer look at the data connection to find a new solution. You can definitely reach out by phone at 1-800-922-0204 if you prefer assistance by phone. Another option would be to reach out to us by chat, Messaging us, or even reaching out to us through Facebook, or Twitter for a faster response than the forums. We look forward to hearing from yo to help you finally get this resolved once, and for all, so you can get back to enjoying your device. 

AlfredoR_VZW

[marbochengye]

Update: Having already filed two tickets to tech support I am reached out by Verizon support again to file another ticket for tech support that goes nowhere.

After having data being consumed out of nowhere for the past 6 months and 1 month without data I am also 100% sure the issue is with the account. I am willing to create a new account (new number) as suggested by a store manager as long as I maintain my discount benefits for using Verizon overs 2 years. Otherwise, my last resort would be to changing the carrier.

Please reach out to me if you can help me set up a new account with the same benefits discount I currently have for using Verizon for over 2 years.

[vzw_customer_support]

We want to make sure this is properly resolved, we can definitely review the details on your current account and see the options of opening a new account. We are sending you a private message to further assist  you.

[marbochengye]

I have already authenticated my account

[marbochengye]

I have reached limit of sending private message so I am replying in this forum to Verizon agent Hannah who reached out. 

Hi Hannah,  I have already cleared browsing history and authenticated again.

If you can't find my account, the Verizon agent that was helping me yesterday must have reset or deleted my account because after adding fund to account and updating my account I lost access to it. I had to re-register my account to be able to have access to it. Here is the chat for your record. Her name was Margaret.

Conversation with Verizon Agent Margaret:

Hey, I hope you are having an amazing Thursday and thank you for contacting Verizon Prepaid, my name is Margaret and I will be assisting you today. Hi Margaret, can you help me file a tech support ticket please  Verizon AgentI am here to help. Can you tell me what the issue is please? I'd like to read about it. Long story short, I have been having data issue for the past 6 months, I was told to switch plan and now I do not have data even after getting a new SIM this is my 3 support ticket and no solution has been provided for my data issue4th support ticket  Verizon AgentThank you for sharing the details, I greatly appreciate them. I'm sure we can work something with you. May I please have your phone number?  5. I was told it was has to do with coverage in my area. I do not have coverage at home or in the city. 6. Someone at home under same prepaid plan has signal, but I have no data and on my Android is says I dont have Verizon Wireless Plan or ran out of data. I can call and text without any problem  I have filled 4 tech support ticket and 1 of them said my data was being consumed 900+ miles away from registered location and the other two said that the registered location has poor signal,but the problem is not poor signal but no data One of the store manager said this is most likely a system issue associated with my account so she recommended to get a new account instead  Verizon AgentI can see that you have tried multiple steps while trying to fix this issue and we truly appreciate it. We see you as a valued customer and we hope to make this right by you. I will do my best to help you with this situation in the best way I can and make your Verizon experience better than what it has been because we mainly focus on our customer satisfaction.  yes, it has already been a month without data which I hope I get refunded or credit back because I am not getting any data or enough support from Verizon to solve this data issue I have written my issue on Verizon forum, https://community.verizonwireless.com/t5/Google-Pixel/15GB-Prepaid-Plan-Data-issue-for-past-6-months...   Verizon AgentI'd like to take a look into the account please. May I have the security code? Please use this format 55-55 this way the numbers won't get masked by the security system. this has the details of everything that I have done to try solve this data issue and the progress on these tech support ticket  Verizon AgentI am also reading all the details, so please do not leave anything out because they are very important.  I have included all details are in the forum and have reported daily update on support ticket and Verizon response to the issue If tech team, cannot find a solution to my problem. Can we do as the store agent suggested to create a new account (new number) with all discount benefits I currently have for using Verizon for over 2 years  Verizon AgentThank you. I am on the forum now and reviewing the interaction.  SESSION_TIMEOUT  Please continue to ask your question below and we'll get you on the right path.  Please continue to ask your question below and we'll get you on the right path.  Please let me know if you need more details. I have exhausted all possible solution to this problem.   The only problem I see it that there is a system issue with my account and it probably best to create a new account (new number) and transfer all the benefits that I currently have to this new account that was a suggestion from a store manager  Verizon AgentLet me check if it will be possible to create the new account with all the benefits applied to it after being created. yes please thank you   Verizon AgentYou're welcome.Please bear with me. Ok  Verizon AgentDo you have the security code of this line? I will need to access it so I can work something with it.  Verizon AgentTowards your account of course.  Verizon AgentThank you! ok thanks Were you able to find out if I can get a new account with same benefits?  Verizon AgentI will temporarily disconnect the line and reconnect it again. Would this be okay or is it something that you have tried?  Verizon AgentNo, getting a new account will re start the process for you. sure, this has been done many times to restart, resync sure got ahead and try reconnect let me know if you need me to restart phone or reset network from phone  Verizon AgentI will!  you can clearly see on my phone that data has been used for a while last recorded data date was 11/10 which is over 3 weekshasnt been used*that was when I have no data at all and my phone currently says I dont have a Verizon plan or youve used all data   Verizon AgentTotally yes, I can see that. It's a situation we have been working on for quite a while with you too.  I got a message that fund was added to my prepaid family account but that is still not working, in the past before I switched to this new plan I was recommended, my data was added and I can use it again. Now I do not have data even when fund has been added  Verizon AgentYes, it's while I reconnect and disconnect the line.  Verizon AgentPlease try and restart your device if possible. ok  Verizon AgentI appreciate your patience. still no data after restatingdevide still have carrier setup message saying You dont have a Verizon wireless plan or youve ussed all data polan   Verizon AgentThank you for trying with me. received text message account settings has been updated and that fund has been added I just received updated plan as requested and is this still the 15gb plan?I just check it is still the same  Verizon AgentSeem like the best option available for you is to create a new account. It is completely understandable that you'd like to keep getting all discount and benefits. It is up to you whatever decision you'd like to make.  Verizon AgentJust, same plan no changes.  Verizon AgentYes* so I will not enjoy the same benefit so is there anything Verizon can do at this point?  Verizon AgentAfter meeting all the requirements yes you absolutely will. You can even start with the $40 5GB plan and just after the 4+ months and renewals you start getting the $5 discount. If this cant be solved and I am forced to get a new account with no benefits for being with Verizon for over 2 years I am paying the same to downgrade my account to 5GB? Is that the best Verizon can do? Not only do I have to get a new number with no benefit for using Verizon for a long time, but I will have to sacrifice my data as well and pay same price? Does this sound reasonable to you? I have changed plans with the intention of getting at least 8GB data,which I was previosly with an extra 7GB promotion from Verizon. Until I was told to switch to the new 15GB plan   Verizon AgentWe truly apologize for this inconvenience that you have been having and we'd like to make this right for you with the options that we currently have available for Prepaid plans. now not only do I have two switch to a new number which is very inconvenient and I have pay for same price for only 5GB?  Verizon AgentSurely at this very moment you won't need to make any payments since the error is with the account a credit will be provided to the new one in order to activate it. So my new account will be credited to cover some of the cost is that correct?  Verizon AgentYes Verizon AgentA month of service covered and how much will I be paying monthly?  Verizon Agent$40 with 5GB SESSION_TIMEOUT Please continue to ask your question below and we'll get you on the right path. I am currently locked out of my account did my account get changed? I cannot login , my password has been changed and I am getting a secret question I did not set up

[vzw_customer_support]

Hello! I do not have any of your information here on my end. How may I help you?

[vzw_customer_support]

Hello. I would be happy to assist you with your account and service, but I will first need you to verify it.To authenticate your account please confirm your first and last name, review the following, and then click the link after "Authenticate here": Please ensure you are not already logged in to My Verizon before attempting authentication.

If you use Messenger or Direct Message to chat with Verizon, your questions and our responses may include info about your account, including Customer Proprietary Network Information (“CPNI”), which is visible to Facebook/Twitter and may be used for their own purposes per their privacy policies (www.facebook.com/about/privacy / www.twitter.com/privacy).

CPNI is info available to Verizon solely by virtue of our relationship with you that relates to the type, quantity, destination, technical configuration, location, and amount of use of the telecommunications and interconnected VoIP services you purchase from us, and related billing info.

Verizon protects your info and does not share info that identifies you personally outside of Verizon except with your consent and as otherwise disclosed in our privacy policy. Your choice here does not affect your Verizon services. To learn more, visit our information collection and privacy policy at verizon.com/privacy.

By clicking the link to continue, you agree to allow us to share your info, including CPNI, in Messenger and Direct Message. To stop sharing info including CPNI, stop using Messenger and Direct Message to chat with us. Contact Facebook and Twitter about your rights, if any, to delete info that was previously shared.

Authenticate here: http://spr.ly/6007HKjT1

[marbochengye]

First name: Marbo

Last name: Cheng-Ye

[marbochengye]

I have already authenticated and I got the message

"Thank you, you have successfully authenticated. A Verizon agent will contact you shortly."

Please let me know how I will get contacted thanks.

[marbochengye]

Update: I was reached out by Verizon support and I authenticated my identity.

New ticket was filed by Verizon support [redacted], but the solution is the same as the previous ticket, which says it is a signal issue.

It looks like the Technical specialists are unable to find a solution to my proven and are blaming it on the coverage issue. Like I said, I live with someone under the same plan are the person has signal and my Pixel device says "You don't have a Verizon Wireless plan or you've used all of your plan allowances, please contact Verizon" even though I can call and text.

 

[marbochengye · Accepted solution]

Update: I finally have data thank you for fixing it NoahS.  Thanks!


"Yay! I am glad it is working. I had your local tower refresh the data provisioning for your line. Sometimes information about how a line is supposed to be working gets a little error and starts behaving weird. A refresh with our main systems will often get it working. Is there anything else I can do for you? "
-  NoahS_VZW

[vzw_customer_support]

Awesome! I am happy to hear that Noah was able to get your data back for you. Please let me know if there was anything else that we can help you out with today? 

AlfredoR_VZW