Unable to upgrade line - Pending Order error

[DawnBabbles]

We're having this same issue. Called for the first time August 18th, 2023 just trying to get the router's firmware updated on our ASKNCQ1338, yet another known issue that Verizon refuses to fix. Wasn't until September 11th, that they decided to replace our device. We got the replacement on September 13th and because of a "pending" status in their system our new router won't activate, we can't return our old one, and we can't open or close a line.

I have spoken to probably around about two dozen people and they all say that the only people who can fix it are I.T. but we now have 3 tickets in for I.T., the first one put in on the 15th to fix it and none of them have been filled. Also, it just so happens that the I.T. department are the "only ones" who can fix it but they're also the only people you can't speak to directly

[vzw_customer_support]

We're so sorry to hear about the trouble you've experienced trying to activate your replacement router. Keeping you connected is vital, and we'd love to take a closer look at your account right away, and help provide an update on the tickets that were dispatched to our IT team. To better assist, we'll be sending a Private Note. 

~Izzy

[DawnBabbles]

I don't know what "private note" means. I'm the account manager for my grandmother's account and my phone number isn't on her account so if you reach out to any of them you'll reach her and she won't know what you're talking about. Try her email. I have access to that.

I don't mean to be rude either, but if you can't connect me with someone on I.T. since they're the only ones who can fix the issue, I'm not really interested in speaking to you

[KH-OrnEsh · Accepted solution]

@DawnBabbles 

You view a Private message sent to you, click on the envelop at the top right of your screen.  To reply to that message, scroll to the bottom of the message where you should see a reply box. 

[DawnBabbles]

I see, thanks

[TiffanyLee1]

Multiple live chats, on hold on phone now, been about 12 days and I still can't upgrade the line!

All due to a wrong address. Order should've just been corrected as we notified verizon within 10 minutes of ordering the phone!!

[vzw_customer_support]

Thanks for reaching out and bringing your situation to our attention. You have invested much time in this order process. We are here in this platform to provide a fresh perspective on the situation. We do need your help to move forward. Please click on The private note so we can proceed and provide answers.

-Deb

[TiffanyLee1]

I’ve replied still nothing. Very frustrating 

[vzw_customer_support]

Hello, DawnBabbles. Upgrading should always be a fun and exciting process. We are here to help and rest assured, we can get this figured out. We send you a Private Note so that we can keep any account info private and secure. Since you are listed on the account as an authorized manager, we can assist you. I have sent you another Private Note to proceed. Please check it and respond there. 

-Natasha