I can't join mobile + home rewards using Verizon Up, when I try I get a pop up asking me to shop for Fios. I have Fios gigabit internet and wireless unlimited plan, so I am eligible for rewards. I'm tech savvy and I know how to use my phone and the app. I have even installed the app on another phone and had the same problem. I have been trying to resolve this since December and I have waisted 50+ hours trying to resolve this. I am just being sent from one department to another. Any ideas on how to convince Verizon to treat their customers with a minimum of decency?
Good afternoon jr10128! As a valued customer, we're saddened to hear that you're experiencing issues joining Mobile + Home rewards since December 2019, while using Verizon Up. This is certainly not the experience we want for you and we apologize for your inconvenience. We thank you for the detailed information you've provided here and hearing that you've spent a considerable amount of time while attempting to resolve this matter (e.g. 50+ hours) resulting in you being transferred from department to department during this process, greatly concerns our team. Just to be sure we're on the right path to assist you, we'd like your assistance to ensure that we're providing accurate information to assist you from our website at http://spr.ly/66041crVI. Once you've accessed the website please scroll to "Enrolling in or changing Mobile + Home Rewards" and viewing the information provided at #1. Once you have both a Verizon Wireless plan and a Verizon Fios plan you can enroll in Mobile + Home Rewards at any time to start earning rewards. We know that these steps may take a few minutes to complete and we'll be right here. Please keep our team updated. - RobertC_VZW
I have followed the steps dozens of times. I'm not allowed to link the accounts, I'm asked to shop Verizon
jt10128
This is definitely not the experience we want for you. I will be sending you a private note so that we can better assist you. Please reply to that private note.
EdwardL_VZW
I certainly don't feel valued but I expect you to fix this as I'm not getting $20 per month rewards. The way I have been treated by customer service so far is appalling
I couldn't agree more. It's been two months and my Mobile + Home rewards are not recognized despite talking to customer service numerous times. Supposedly they've "escalated" (which probably translates to shelved because we don't want to work or be bothered) and that they're still working on it (for months on end - which means never).
I have had the same issue for the past 2 months where I am not able to enroll and not receiving the discount on my wireless bill. I am do not feel valued as I had called several times and given no solution. The same issue over chat. The verizon app always runs into an issue when I try to enroll. I am also quite certain I enrolled in the discount in April as the discount is reflected on my Fios bill... I would like to see the discount back dated as it should be
Having to call multiple times without a resolution isn't acceptable, AFM1101. We value you and want to get to the bottom of this. Please be on the lookout for a Private Note.
LynnE_VZW
I am having the exact same issue that everyone in this thread is having. I just signed up to have your gigabit high speed internet solely because I have a Verizon unlimited plan and you offer this discount. When I attempt to pair as prompted to by your site and app am I told to shop high speed internet even though I already have. If this can not be resolved I will be canceling my high speed internet purchase scheduled to be install next week.
I got my issue resolved by reporting Verizon to BBB, and had a customer relations representative deal with this. It wasn't easy for her to fix but she canceled my phone bills until the issue got resolved (a couple months) so I'm not complaining. I recommend going to the BBB.
aweber1461, ensuring you have the right plan to suit your usage needs is a must. I have sent you a Private Message for additional assistance.
I'm having this same problem too. I already had Fios for Internet, and got an offer to enroll in Mobile and Home Rewards if I added an Unlimited Mobile plan that would give me $20/month off Verizon mobile and Fios combined. That offer is showing up on the Verizon website, but when I go to enroll using the My Verizon app, it's not showing me that. I had a much cheaper plan with AT&T and this offer pushed me over the edge to switching to Verizon two days ago. Seeing that I'm not the only one with this issue is making me start to regret making the switch.
We know being able to get everything set up correctly after switching is essential, Lizdubs. We want to ensure you have the Mobile + Home rewards set up. When you go to the My Verizon app and tap to enroll in Mobile + Home from Verizon UP, do you get any error message or alert?
ZakC_VZW
I too have been having a tough time getting Mobile + Home Rewards. I have the app downloaded as well as the Fios app and my Verizon Up does not show any "Join now to enroll" option. I have spent almost 2 hours on the phone with various support personnel, have been continually dropped from calls and no one seems to know why I don't see what they see. This is starting to feel like a bait and switch scam. And from as big a company as Verizon, that's just unacceptable and appalling.
If you go to the My Verizon app, and then the Verizon Up tab, when you scroll down it should say somewhere that you are enrolled in level 3. Do you see something like that?
I have the same problem. Had VzW unlimited plan, just added FIOS and got this email "don't forget to enroll in Mobile + Home Rewards". the instructions say
But no where on the Verizon Up page are there any prompts. Also, "Verizon Up" is not in the upper left corner, it's down in the lower right corner. So the directions are really bad.
We understand how important it is to get the right instructions to enroll in Mobile + Home Rewards. We are here to help you.
To enroll in the Mobile + Home Rewards program:
→Download and open the My Verizon app.
→Tap the Navigation icon from the main screen (top left corner).
→Tap Verizon Up.
→Follow the prompts to sign up for Verizon Up.
→Click Have Fios? Get even more with Mobile + Home Rewards at the bottom of the screen, once enrolled.
→Follow the prompts to sync the Fios account using a Fios username and password.
Remember, you must be either the Account Owner or an Account Manager on the mobile account and an authorized user for the Fios Home Internet account.
BrittanyC_VZW
I guess you didn't read my message, because you repeated exactly the same problem I went to the trouble of laying out.
There is no navigation option at the top left corner. I am already enrolled in Vz UP.
In the Android My Vz app, there is an icon in the bottom right of the main screen for Vz UP. there is no navigation icon in the top left corner, just a symbol of a bell (alerts/messages).
Let's start with what to do from this, ok?
I come in peace, LancerDancer. I am sure you would like to get this resolved and be able to redeem your rewards. This is very unusual and I am sure I can help. Are you able to post a picture of what you see? Please remove all personal info from the picture for your security. AmberF_VZW
I found this thread after following all the same steps and being tossed between messaging apps and chat reps for the last 3 hours. It is extremely frustrating.
To confirm I am the account owner. I have followed these steps:
To enroll in the Mobile + Home Rewards program:
→Download and open the My Verizon app.
→Tap the Navigation icon from the main screen (top left corner).
→Tap Verizon Up.
→Follow the prompts to sign up for Verizon Up.
→Click Have Fios? Get even more with Mobile + Home Rewards at the bottom of the screen, once enrolled.
It is at this point that the problem starts. I do not get a login box to put in my FiOS username and password. I have received 2 different errors - 1) the FiOS account you entered is incorrect, check the account or enter a new one (I didn't get to enter one in the first place) and 2) We can't complete your request right now, try again later (which I have several times).
I'm now being told I need to file an escalation with FiOS.
Don't bother, they'll send you back to wireless. File a complaint with BBB or start sending public tweets, otherwise they don't really care.
Start a new topic or ask questions in the open forum.
