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Account access revoked after switching carriers, even though another line is still active on the account

I'm just venting / letting others know. I pay for my line and my mom's line. I'm the primary account holder. Verizon was charging me over $160/month for two lines. I got an offer for $60/month for two lines. I switched my carrier today, while my mom is waiting for her SIM card. I tried logging in tonight to see if there's anything I need to do to cancel my number, but my login didn't work. I was worried my account was hacked. I talked to customer service to find that Verizon totally revokes your online account access when you switch carriers. So all my billing info and history is in there, I'm getting charged (payment was just processed), I'm the primary on the account, and my mom's line is technically still on it, but I can't access my own online account. They said I'd have to go into a store if I need help with anything. I can still access old accounts for other services I've cancelled, because your billing history is in there, etc.

Comments

1ptarmigandrive

I have the same issue.

So ridiculous. They tell you to create a username, so that your account can be accessed when phone number is no longer with them. And now, it says my account is locked. And CS says, they can't unlock it.

And ... obviously they can login and see all the details.

1ptarmigandrive

Verizon should know everything regarding access to accounts is grossly illegal.

They tell you to create userid to access accounts when numbers are no longer with them. And then they tell you that they can't do anything about it.

We all need these statements for various purposes, like filing taxes. Or getting reimbursements

We need to be able to access our accounts as long as IRS needs to keep your receipts. which is at least 4 years and in most case 7 years.

Verizon_Support

1ptarmigandrive, we're terribly sorry for the issues you have encountered. Sometimes when the primary link was disconnected, the My Verizon account will no longer give access. However, we do have ways to access the account again. You can try the following link: https://login.verizonwireless.com/accessmanager/public/c/fu/loginDisconnectedStart?goto=

~Ivone

1ptarmigandrive

I have already tried that.

But clicked on your link anway.

It does not work.

I have userid and that doesn't work either. Verizon specifically asks you to create a user ID so that we can login without the number. And or some reason that feature doesn't work either. And Verizon reps are rude and always want to send you to the corporate store for everything. And I've been to that store and they told us that "I don't know why they would tell you that. We can only print first page of your bill"

When I use userid, it says that account is locked and I can reset password. And when you do that, it says account not found.

It feels like cirlce of "it goes no where" TBH

Verizon_Support

Having access to your account is crucial, and we would like to review your options a little closer. To better assist, I'll be sending a Private Message, please reply to it, so we can get started.

~Maria

christicdc

I tried this as well and get that the information I've put in is incorrect when I've had the same information for the last 20 years.

Verizon_Support

christicdc We're sorry to read that you are having issues with logging into your account. Have you tried setting up a new log in for the remaining device? ~Peter

jmose1978

The link does not work. I am having the same issue myself. I had a 2-line account, and I ported one line over to T-Mobile and my 2-line device was not computable with T-Mobile and through poor education on Verizon's part, I was not told that I need close the 2-line 1st before I ported out my main line. The mess I have on my hands now is that I am locked out My Verizon account with my second line hanging outer space with no access to close the line down. And last for some reason, I am being charged $90.41 for a service I no longer use.

tolsen718

That disconnected login link still does not work 8 months later.

That just reaffirms that I made the right choice switching to another provider.

Verizon_Support

Hello, tolsen718, we want to make sure you get the help you need. Do you currently need assistance with your closed account?

-Lauren

MachFlare415

Use a VPN like nord so your login cannot be blocked and they can't force you to use their services

BenEverett95

I too am having the exact issue. The "Sign in to a disconnected mobile account" does not work. I'm unable to access my previous bills and really need that right now. Can someone please help? Thanks.

Verizon_Support

Hi BenEverett95, We can check this out for you so you can access the inactive account. When signinh in to verizon.com, are you using your phone number or username. We definately want to use the username in this case and the password. How long has the account been inactive?

-Deb

fsnyder24

Just want to chime in here.

We just switch to another carrier and this same exact happened to us. Can't login to account, can't print our bill.

When trying the above link, and successfully logging in:

"YOUR ACCOUNT HAS BEEN LOCKED FOR SECURITY PURPOSES"

Now we have zero way I am getting into our account, Chat Support /Phone Support useless as always.

Verizon_Support

Hello, When there are no longer any active lines on the account, we lock online access for security. We understand the importance of being able to see balances and make payments after account closure. I am sending a private message so I can assist you.

-Jaquetta

Bobcat1981

I too have experienced the same lost access to my account. And as others have stated, I question the legality of losing access to one's history and I also question the excuse that somehow after 10+ years of holding this account and having access, I now have become a security threat. And to add, from a marketing/sales perspective, why would I ever consider going back to Verizon after this experience. Quite short-sighted from a business perspective in such a competive market.

SKVL

Just dropped an email to Sampath (s (dot) sampath (at) verizon (dot) com, CEO of Verizon) about this issue. I wish he has a solution:

"I have been a loyal Verizon customer for the past four years and have greatly valued the services provided during that time. However, I am reaching out due to a critical issue that has not been resolved despite multiple attempts with Verizon representatives and a visit to the Knoxville Turkey Creek store.

Recently, I switched several lines on my account to another carrier, leaving one mobile line and my home internet service with Verizon. Unfortunately, since my primary number was transferred, I no longer have access to manage my remaining Verizon services. My repeated efforts to resolve this — both over the phone and in person — have been unsuccessful, and today, unfortunately I encountered an impatient and a rude store manager.

At this stage, my request is straightforward: I would like to transfer account ownership to my home internet account so that I can regain access, view, and pay bills without difficulty.

I truly want to continue my relationship with Verizon, but if this issue cannot be resolved, I will regrettably have no choice but to move my remaining services elsewhere.

I hope your team can help me resolve this matter promptly.

Thank you for your time and leadership.

Verizon_Support

Thank you for bringing this concern to our attention. We understand how essential it is to have access to our account information and apologize that this has been an ongoing experience. Please be on the lookout for a Private Note offering additional support on the matter.

-Christy

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