Mobile + Home Discount
thp07
Enthusiast - Level 2

Every time I attempt to enroll I'm met with the error: "Looks like something went wrong with your discount.  Please call customer service at 1-800-837-4966"

I was a Fios home customer.  On 11/22/23 I switched from Tmobile to Verizon mobile with a 4 line plan, primarily due to the discount for already being a Fios customer.

Our online order was cancelled by the store. We had to go into the store and re-enroll again which took over 2 hours. They told us the mobile+home discount would be applied automatically.  I attempted to do it myself through the MyVerizon app as well as online over the next several days; did not work.

I placed 2 different calls to Verizon support to try and solve this across 2 days, investing  10 more collective hours coupled with being told I would be called back twice by support and that never happening yet.

I've merged my Verizon IDs and can access both my Fios and my mobile accounts through MyVerizon app.

I'm at a loss here and do not have time to continue chasing this down when I was sold the larger notion of savings by switching to Verizon.

Can anyone please help navigate this situation to ultimately solve?

 
 
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9 Replies
vzw_customer_support
Customer Service Rep

First, welcome to the Verizon family, thp07. We're sorry to learn that you've been having some trouble with getting the Mobile + Home discount applied to your account, and it seems like you have exhausted all the resources in attempting to do it yourself. We apologize that you haven't had any follow-ups from support regarding this, and we would be happy to take a look into this with you. You mentioned you attempted to enroll online. Can you walk me through the steps you took to do this? What, if any, error message did you receive when attempting to enroll online? 

-Joseph

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thp07
Enthusiast - Level 2

Hi, 

I went to Bills>Additional Savings>Mobile+Home Discount> join. I get the same error on a web browser and the app. I've had multiple support tickets opened and no follow up.  My most recent support ticket is INC011490856. The customer service agent said it would be escalated and they would follow up in 24 hours, but I never received a call back. 

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vzw_customer_support
Customer Service Rep

Thank you for that information. Have you tried clearing the browser cookies? What does the error say? ~Peter

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thp07
Enthusiast - Level 2

I've tried clearing cookies. The error stills remain. 

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vzw_customer_support
Customer Service Rep

Thanks for following up. We understand the importance of managing your account, especially if you are administering your discounts. Verizon is here to help.

 

We sent you a Private Message, please review at your earliest convenience.

~Gilbert

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thp07
Enthusiast - Level 2

Hi, I cannot reply to the private messages. I have tried to call customer service multiple times but my home + mobile discount is still not working. 

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maneufeld
Newbie

I have been waiting for Verizon to resolve this issue since December 2023.  Not sure why it’s so difficult to activate the discount. I’ve actually enjoyed the discount for many years before somehow losing it from the account. They’ve been able to see that I’m 100% eligible, and I’ve had many agents attempt to get it back. They’ve asked me to be patient while they escalate the matter. However, every time I write about the issue on this forum, my thread gets shut down, and they urge me to work with a customer service representative. Many weeks go by and absolutely nothing happens. Please don’t resort to censorship because that’s against the spirit of customer community forums. Customers should be able to share their unresolved challenges with other customers in hopes of creative solutions, especially since Verizon is clearly struggling with this matter. Very frustrating to say the least. 

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vzw_customer_support
Customer Service Rep

Hello, maneufeld. You definitely deserve some answers regarding your discount. Help is here as we can check on the status of the ticket. I have sent you a Private Message. 

-Natasha

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vzw_customer_support
Customer Service Rep

We value your time and we are here to help. Please reach out for assistance. ~Geo

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