Add/Update Nicknames not working in Minutes/Message Usage Logs
Nascar52
Enthusiast - Level 3

The “Add/Update Nicknames” in the Minutes /Messages Usage Detail Logs are not working.  The box where a nickname would normally be entered does not respond to keyboard keystrokes.  I’ve tried via my  IPad and my desktop computer.  This feature had been working a few weeks ago. 

35 Replies
vzw_customer_support
Customer Service Rep

Thank you for bringing this to our attention. Can you please try clearing your browser's cookies/cache or using a different browser to make the change?

~Jesse

0 Likes
Nascar52
Enthusiast - Level 3

I tried that yesterday after chatting with a verizon rep.  Still does not work… which is why I am trying this community board for answer.

0 Likes
vzw_customer_support
Customer Service Rep

Let's gather more data and get the root cause of this issue. We'll send you a Private Note shortly.

~Jesse

0 Likes
vzw_customer_support
Customer Service Rep

Hello Nascar52. We're sorry for the issues you're having. Please send us a private note if you would like to continue troubleshooting your issue. 

~Ivone

0 Likes
tikibar1
Community Leader
Community Leader
SHAKEL88
Enthusiast - Level 3

I have spent too many hours on Verizon's help line, chat and on the phone with them regarding this nickname issue. Today after being switched through 4 different agents, the 3rd one said he'd been working at Verizon for 15 years and has never heard of this feature. The 4th agent said she was from another country that does not offer this nickname feature. Dead ends!  I sure hope this feature returns as it is extremely helpful.

Nascar52
Enthusiast - Level 3

Thank you for sharing.  I was getting dead-ends along the line you stated, which is why I tried this board.  Further up these post a Verizon Rep (Jesse) sent me a private message.  We clarified which logs I was speaking of (current or after bill issued).   He asked for a screenshot of the popup to the Add/Change Nickname in the current usage option for support, as well as the URL for that screen.  Jesse also requested the URL for that specific popup screen, which I was able to do a simple copy and paste to provide.  He said they had a team of ‘offline techs’ that work these issues.  He created a work order with the specific issue and support docs I provided.  Jesse indicated hopefully I would see a resolution in about ten days.   Jesse was extremely thorough and patient with me….making sure he understood the issue.    I will report back findings.

SHAKEL88
Enthusiast - Level 3

Thanks for the update!  I have 5 work orders out there on this single issue. No responses or results. 

I am glad to see others have brought this to Verizon's attention. 

I will check back in  a few days to see if you're given a resolution.  

 

vzw_customer_support
Customer Service Rep

Thank you for your feedback. We are just one message away in case you have additional questions or concerns. Have a nice day!

 

~Maria

0 Likes
vzw_customer_support
Customer Service Rep

Hello! If you have questions for us, we are just one message away.

~Maria

0 Likes
SHAKEL88
Enthusiast - Level 3

I appreciate your offer to help however no one at Verizon even knows what the customers are referring to regarding the nickname feature that used to be available on the call log.

0 Likes
Nascar52
Enthusiast - Level 3

Hello fellow posters:

Since it was now a few days past the 10 days the Verizon Rep thought it might take for the IT Team to fix the issue, I followed up via the private message system to alert them that the issue has NOT been fixed.  I attached a copy of the assigned ‘work ticket #’. 

The  Verizon Rep that replied is Joseph.  He looked up the ticket and it indicated the IT had… “closed the ticket as resolved”.  I told Joseph the issue has not been resolved and also inquired as to how / why the IT Team thought it was.  Joseph was very understanding but didn’t have any insight as to IT decisions and stated the Reps are basically at the mercy of those working in IT.   

Joseph has now reopened the issue and states he will keep an eye on the ticket incase IT asks  for more steps to be tried.

 

0 Likes
SHAKEL88
Enthusiast - Level 3

All of the cases I opened on this nickname issue have  been 'closed and resolved'.  Closed, yes. Resolved, no.

Thank you for the update. I hope Verizon figures this out!

0 Likes
Nascar52
Enthusiast - Level 3

Ya, it’s really weird for someone to think an issue has been resolved without actually checking / confirming with the customer.

 Makes me wonder how much $$ the company is paying out on Salaries to IT ppl who appear to have no real accountability for their work……just a stack of false ‘closed/resolved’ tickets. 🤷‍♀️

0 Likes
SHAKEL88
Enthusiast - Level 3

Any luck with Verizon to get the nickname feature up and running again?  Any open tickets resolved?

0 Likes
tikibar1
Community Leader
Community Leader

It still wasn't working when I tried earlier today.

 

Nascar52
Enthusiast - Level 3

Hello,

No, the Nickname issue has not yet been resolved.  However, the last Rep I engaged with on this board via PM was named Joseph.  He is watching the ‘ticket resolution’ (work order) for me.  Joseph contacted me directly, via text message the other day, regarding … “ a code fix was implemented with My Verizon, and to please test the nickname update once again.”

I tested the nickname issue via my iPad  and Cell Phone.   Neither worked.  Actually, the Verizon cell phone app (on my cell phone, at least) doesn’t even give an option to view the current usage of talk / text logs.  I reported these results back to Joseph.

While Joseph has not replied to my text response, Joseph does appear to be staying on top of this reported issue.   Hopefully, at some point their IT Team will figure it out.

 

 

0 Likes
vzw_customer_support
Customer Service Rep

We're sorry to hear that the issue continues. We'll send you a Private Note shortly.

~Jesse

0 Likes
Nascar52
Enthusiast - Level 3

Jesse,

Looking forward to chatting with you again.

0 Likes
SHAKEL88
Enthusiast - Level 3

Thank you for the update. Geez I hope they figure this out. How does this stop working one day without someone changing the feature?

 
It does not work on any of my devices either.
 
 
0 Likes