son is currently in spain, and travelpass does not work. spent a couple of hours with verizon tech and nothing. Rebooted, rebooted with various things turned on and off, reset the network to default, pulled the sim card and reinserted it, check the ICCID bla bla bla. They are saying they have submitted a ticket to someone else and I have heard nothing back.
The phone is a Samsung S20 from Verizon
Any other tips or suggestions out there?
cobraspence, we appreciate you letting us know about the issues that your son is having while working in Spain, and we hope his stay is going well! We apologize for never receiving a response back in regard to the ticket, but rest assured we are here to help determine what may have caused the delay. To get started, can you tell me when the ticket was filed as well as if you have received an update since you last sent us a message through this forum?
I opened the ticket on 2/3. The ticket number is MR-*****. My wife received a few text messages with a link to a page on your site that is non functional. It had form and a submit button, but the submit button does not work. Otherwise I never heard back from Verizon on this topic. I did call Verizon to change the primary account number to my number on the 7th. I mentioned to the he person I spoke to on that call about this issue. She was able to resolve the problem. She said that the TravelPass does not work outside Canada/Mexico. She changed him to the International Plan and had him restart his phone. It began working immediately. Seems like your website and all of your documentation in your support center needs to be updated so when someone selects a country in Europe that they don't get jammed up with this TravelPass. The form on the link that you are texting people needs some attention. Her phone is an iPhone 11 with the current updates. Your communication, sending her text messages after I explicitly told the support people to use my number really aggravated the heck out of me too. She is not exactly the best person to try to solve technological issues. Overall the experience was fairly negative. This was my first time reaching out to Verizon for any technical issues, and it was a mostly frustrating experience, until I found that one person that actually seemed to have any experience with this, and was able to fix the problem.