Why can't I get through to a live person?

[rfdsteve]

I have tried roughly a dozen phone numbers to hopefully get a live customer service agent. My problem, my question has nothing to do with any of the automated options. I tried text-chatting - that guy as nice as he was, couldn't help me.

None of the "tricks" worked to get to a live agent. Seems Verizon has figured them all out and cut us off. Not surprising. I feel "Zuckerberged"!!!

Now I will have to drive 50 miles to give a store manager a piece of my mind. If I could find another service who offers real customer service, I would switch in a heartbeat!!!

[vzw_customer_support · Accepted solution]

I’m sorry to learn that you are unable to contact a live representative when you call us, rfdsteve. Your call should be routed to a live representative if you call 1-800-922-0204 and simply enter 0 after the automated prompts, you may need to enter 0 a couple times but the system will send your call to a live representative if you do not select any of the options presented. We can also answer any Verizon Wireless questions here, if you provide specific details of the issues you are experiencing.

AntonioC_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

Moderators note: For further assistance and to connect with a customer service representative, please visit our Contact Us page.

[Ann154]

What is the issue? Perhaps one of the community members who are customers might have experienced something similar.

[rfdsteve]

Thank you.

[glitchedpixel]

There are no "tricks". All you end up doing is confusing the IVR and making it harder to get to a live agent.

If you somehow make it to an agent, giving them a"piece of your mind" will make them even less inclined to help. All you do is dial *611 and enter your number to get routed to care. Call in calm so you aren't stressing yourself or a poor agent just trying to do their job.

[rfdsteve]

Au contraire. But perhaps you misunderstand what I mean by "tricks". They used to work. I could by-pass the long, arduous process of listening to the entire (worthless) automated system by calling in on the Int'l number. No longer works. One text-chat rep suggested hitting '0' on the first prompt, to be quickly followed by hitting '3'. Didn't work. Hitting zero multiples of times used to work, but maybe not here as my memory in old age may be fading me:) But thanks.

[rfdsteve]

Oh, and I don't approach the situation by "giving them a 'piece of my mind', but I do tell 'em the truth if I get someone...but that's been a long time. I finally drove in to a Verizon store (50 miles - my fuel bill) and found a nice young man who called in with a special number. The call center gal was most friendly, accommodating and solved the issue. In the end, I was right in the first place. The recorded choice of 'issues' had nothing to do with me, I simply needed to speak to a live person. None of the numbers I used to use got me to a person. Thus the 'trick' I used was to bypass the control system and go in to the store. Thanks.

[vzw_customer_support · Accepted solution]

I’m sorry to learn that you are unable to contact a live representative when you call us, rfdsteve. Your call should be routed to a live representative if you call 1-800-922-0204 and simply enter 0 after the automated prompts, you may need to enter 0 a couple times but the system will send your call to a live representative if you do not select any of the options presented. We can also answer any Verizon Wireless questions here, if you provide specific details of the issues you are experiencing.

AntonioC_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

Moderators note: For further assistance and to connect with a customer service representative, please visit our Contact Us page.

[rfdsteve]

Thanks, I will try that again next time, if there is a next time. I do have that number in my list and did try it and it didn't work. The automated reply always said, "I see you're having trouble with our system" (or something like that), then it would say "Thank you. goodbye." How nice, how polite. These systems often say, "I'm sorry you're having trouble, we'll transfer you to a live agent." But Verizon's doesn't and the hitting the '0' didn't work for me. I think I'll prob. just stick to the store option - they can't run from you...but I did have a millennial get in my face...and yes, I politely corrected her, albeit sarcastically:) Merci.

[PissedOff101]

There is no prompt for a live person and by accident I punched 0 several times, okay a bunch because I am so angry off. Now I have been on hold for 20 minutes so far and still counting. I have been with VZ for almost 20 years and spend thousands for home and business every year. This is garbage!

If you don't value my time how can I value your service. BTW I have 12000 social media followers who will get the chance to hear (over and over and over) how Verizon has taken the wrong turn, then I am going to take my business elsewhere.

[Tabata]

800-922-0204 No working. It says " you are reaching us outside normal business hours" it is 11:00 am. Eastern standard time here in Dayton OHIO.

I Wish I had  other cell service provider. 

I bought a phone on my own. I don't need to buy one from Very but, I want to set up my new phone to be the one with services.  There is No Automated Answers or options for this issue.   SHAME ON YOU. VERIZON!!

[vzw_customer_support · Accepted solution]

Tabata, we regret the trouble you've had contacting us by phone for support. Your business is appreciated & we wouldn't want you to think about leaving us. This is never the experience we want for our customers. That is definitely odd that you were receiving that announcement when you called, as we were open. We do have a few other avenues of support if you have this same problem in the future. We have a Live Chat option (https://www.verizonwireless.com/support/contact-us/#LiveChat), or you can contact us on Facebook (https://www.facebook.com/verizon) or Twitter (https://twitter.com/vzwsupport?lang=en).

Congratulations on your new phone! We want to make sure you get your new phone activated, so we're right here to help. Please take a look at this link https://www.verizonwireless.com/support/knowledge-base-209087/ which provides you with steps on how to go through the activation. Can you please tell us the hurdles that you're running into when going through those steps?

AliciaD_VZW

[Fultss]

My phone is stolen - police have tracked it but not been able to get it should I erase the phone?

I need a live person. Have been on hold multiple times for up to 1.5 hours at a time only to be cut off. WORST SERVICE EVER...

I have NEVER been this frustrated.

[Fultss]

seriously ?? the answer to this from verizon was to follow them on twitter?

[vzw_customer_support]

Fultss, 

We know how upsetting it can be to have your phone stolen. We are sorry about our long hold times. We have limited hours and reduced staff at this time. We recommended Twitter and/or Facebook because there is less wait times. Did you still need assistance?

JenelleW_VZW

[Brett75]

There is a trick to getting a live person. When the prompt asks you your reason for calling, just reply "Cancel Service" or "Cancel Verizon" and then you get a real person....and quickly! 🙂 That person can then help you with whatever your problem is. 

[Leslie63]

And that is a bunch of hooey.  It takes 45 minutes to get a live person.  Heaven forbid they have to transfer you to a tech person as that is another 45 minutes.  The billing goes up, the service goes down, and the customer service is going out the door.  30 year plus with Verizon and I am counting the months until I can say adios.  I'd just take a trak phone and pre pay $50/month for svc as that is the type of service and phone I seem to really have from Verizon.

[vzw_customer_support]

Leslie63, we thank you for being in the Verizon family over 30-years and we look forward to working with you for years to come. We're sorry to hear that you are experiencing signal problems in your home and that it has taken some time connecting with us. We can assist you here, we'll send you a Private Message.

TrinetteW_VZW

[Dale1111]

Well no that’s doesn’t work because when you hit o the system politely thanks you for calling and hangs up. 

unfortunately Verizon is not a real company but is a company pretending to be one. I for one have had it with this second rate outfit.

Pretty sure I will be dropping my half a dozen lines tomorrow.

[vzw_customer_support]

Dale1111, the last thing that we want is for your to leave the Verizon family, and would like to help to help turn this around. I have sent you a Private Note, so that we can continue our conversation privately, so that we can figure out how to resolve this as quickly as possible. 

KevinM_VZW

[iugugbhjb]

8 pm EST.

on the phone with verizon system , pressing  0, etc ...nothing

chat: I say add smartwatch and provide EMI , chat says live person "hello .... how can I help you" and then nothing for the next hour

I tried multiple times the chat, multiple times the phone support, press 1,2,3,4, 0 etc you name it.

Usually I don't say much and there was an option to schedule a call for TOMORROW 10 30 AM

Now I have to wait 14 hours for a call back.

Verizon was known for cusotmer service. the ads say you have a network behind us.

well apparently, you have a broken Chat system , no phone support and second day live agents

Verizon service was great since ever until now. VERIZON BECAME HORRIBLE.

[vzw_customer_support]

We never want to hear this type of feedback, we know your time is valuable. We always want to be there for you, so you can get the help that you need. I have sent you a Private Message, so we can assist further.