Cannot get hotspot activated

[Akiene]

I spent 4 hours on the phone yesterday trying to get my elderly father's new Orbic hotspot activated. He bought it just over a month ago and is on my plan but lives several hours away, so when he couldn't get it activated, I just told him that I'd help him fix it when he came to visit. I had no idea what I was in for. 😕

Right now, his old 4G Jetpack hotspot is still showing up in my account. I was assured yesterday by customer service that this would be fixed today, but nothing has changed. The hotspot is still not functioning. My father, who returned home yesterday afternoon, just texted a picture of the device saying that it has no Internet and still needed a data plan. 

Supposedly, the plan was updated yesterday, and that was supposed to fix it. However, it looks like the changes never went through. I am at the end of rope here. I am not looking forward to another hours long phone call. Has anyone else had this problem? If so, how did you resolve it? Thank you!

[vzw_customer_support · Accepted solution]

Hi Akiene! We're sorry to hear that you've spent so much time trying to get your father's hotspot activated. This is not the experience we want for either of you. To better assist, we are going to send you a private message.

-Dee