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Jetpack: Problem with Payment ... Service not activated
Manuka
Member

PROBLEM:


There are 2 major Problems with making Payments for a Jetpack without a Contract:

1.  Making the Payment is difficult and un-intuitive: 


On "My Verizon", there is no Place to make a Payment, no Button to press.  Scrolling over the round Symbol next to "Plan expired" tells you:  "If you need more data, you can visit the Mobile Broadband Online Portal and add more data. You can also change to a different plan to increase your allowance."  It does not say what or where the "Mobile Broadband Online Portal" is.  It would be so easy to instruct to type  "My.Jetpack" into the URL Box to connect with the Jetpack.  But not knowing this leaves the Customer without the necessary Information to take the next Step. 

If and when you finally figure this out and get to the Portal, there is NO "Pay" Button.  The only Way to input Payment is by changing the Credit Card Information, then a Payment Button appears.

Once Payment is made, the second Problem occurs:



2.  Payment does NOT activate the Service:


You made your Payment, but you don't get any Service.  There is NO Button to "Activate" or "Start Data Session".  The ONLY Way to activate is to call Verizon's Customer Service.  This is extremely Time-consuming.  For Example, today, I was on Hold for 39 Minutes and talking to a Customer Service Representative for 19 Minutes, for a total of 58 Minutes.  This is unacceptable !!!



ANALYSIS:

This means that Hundreds or Thousands of Jetpack Users have to call Customer Service every Month to activate a new Data Session after they made a Payment.  This Fact was confirmed to me by a Customer Service Representative.  This means additional and unnecessary Costs for Verizon and wasted Time for Customers.



SOLUTION:

The Solution to this Problem is simple:  Place a "Payment" Button on both the Portal and My.Verizon, and, after Payment is made, a second Button to "Activate Data Session".

Re: Jetpack:  Problem with Payment ... Service not activated
vzw_customer_support
Customer Support

Manuka, thank you so much for providing me with these great details. I want to make sure that we make every transaction as smooth as we can. I would love to check out the account to find out if there are any issues. Can you please respond back to my Direct Message. I'm looking forward to working with you.

KevinR_VZW
Follow us on Twitter @VZWSupport

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Re: Jetpack:  Problem with Payment ... Service not activated
Jj328
Member

Is there a reason this wasn't addressed publicly? I just scrolled through a ton of crap and finally found the one person asking the exact same questions I have only for Verizon to not answer them.

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Re: Jetpack: Problem with Payment ... Service not activated
bizzareone
Sr. Member

This a peer to peer forum, VZW does not always monitor these forums.