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Stuck pending order after rate plan change
sam-the-gam
Member

I changed my rate plan on 1/5/22 to the new 5G Plan on 3 of my lines. 5G Get More & 5G Do More. I had the plan change immediately on 1/5/22. According to My Verizon there is a pending order so I can't make changes. I want to Turn On Maximum video streaming quality on the 3 lines. But get an error: An error occured while processing your request. Please try again later. I also can't enroll in Apple Arcade on one of my lines with the same error. Also it appears my 50% off tablet and 2 watches has fallen off. I tried using chat but never got anyone after 30 minutes.. Also tried the support ticket route with no response.

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Re: Stuck pending order after rate plan change
sam-the-gam
Member

Was able to get this taken care off over the phone with technical support. Verizon is in the process of upgrading 5G Get More UW plan from 30 GB Hotspot to 50 GB Hotspot and including unlimited premium data. The upgrade is done automatically at the start of next bill cycle. I was able to get Apple Arcade activated & turn on Maximum Video Streaming. The technical support had to delete the pending plan change. 

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Re: Stuck pending order after rate plan change
Ann154
Expert
Expert

For plan changes going to a larger plan, it is always better to BACKDATE the changes to the beginning of the current billing cycle. This prevents you from getting prorated for a partial month across two different plans and potentially getting charged overage fees.

 

To switch to a smaller plan, it is better to FUTURE-DATE the changes to start at the beginning of the next billing cycle. 

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

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Re: Stuck pending order after rate plan change
sam-the-gam
Member

Spoke too soon!!! I am getting there is a pending order so can't change rate plan until it finishes processing error again. The message showed up a little after 2 AM Pacific 1/7/22. Maximum video streaming quality is off again and attempts to turn on give an processing error. The hotspot allotment shows up as 0. Earlier in the day it showed 30GB while it is supposed to be 50 GB. At least Apple Arcade, Disney + package, Apple Music, Discovery + are still working fine.

When I spoke with the technical support rep earlier in the day she said because plans are being automatically upgraded to take effect on the start of next billing cycle for the increased hotspot and premium data allotments, and either Google Pass or Apple Arcade perks. So the order that is processing on my account will complete 2/4/22. Because the computer insists of upgrading the plan when I manually switched to it. The computer created rate plan change to take effect on first day of new billing cycle.  However on my Verizon it already shows I have the new plan "5G Get More" and under plan details everything is listed correctly. It just incorrectly shows hotspot allotment at the moment. On my other line of service with "5G Do More" it does show the hotspot as 25 GB which is the new upgraded allotment from 15 GB. 

There are numerous YouTube videos about how the new rate plans that Verizon launched 1/5/22 is giving errors in My Verizon with hotspot allotment showing incorrectly and unable to activate maximum video streaming quality. Also the 50% discount for connected devices such as tablets & smart watches not being applied properly.

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Re: Stuck pending order after rate plan change
sam-the-gam
Member

I finally was able to reach Tier 2 tech support via chat and was able to get the pending order remove and got maximum video streaming quality turned on. 

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Re: Stuck pending order after rate plan change
vzw_customer_support
Customer Support

Thank you for confirming that for us. If you do ever have any questions or concerns that you would like us to review with you in depth, please feel free to leave us a Private Note here. We are always happy to assist in any way that we can!

 

*Robert

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Re: Stuck pending order after rate plan change
homescreen2235

Same experience and now told it will take 7-10 days to resolve. Very frustrating for something as simple as a plan change to cause account to freeze and then be told it takes 7-10 days to resolve due to a database error. 

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Re: Stuck pending order after rate plan change
SickEVOX14
Member

i am currently having this same issue after trying to change my plan a few weeks ago.  When i log in to my verizon account online, it shows there is a pending plan change.  However when i try to upgrade online through best buy for example, it tells me i have no line eligible for upgrade when in fact i do.

I called verizon over the phone, they said there is no pending plan change.  I went to the verizon store to change sim cards only to be told that the representative could not change my SIM card and didnt know why as he didnt see any pending plan changes on my account either. 

This is very frustrating as i cannot change anything on my account.  I am in need of someone to fix this issue for me so i can upgrade my line. 

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Re: Stuck pending order after rate plan change
vzw_customer_support
Customer Support

We understand how inconvenient that can be. It is important to know why you are not able to upgrade or even change the SIM card. Let's work together and find you a solution. Have you tried processing the upgrade using My Verizon? 

~Gina

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