Cannot login to manage +play after porting out number

[0eod4gmtz]

I ported my number out of Verizon and can no longer access my account. I knew my username and was able to login, but after logging in I was then prompted that my number was no longer in use and that I needed to click to release it. I clicked and then my username and phone were deleted from the system and I no longer have access.

I tried calling and am on endless musical hold.  Can someone point me to either:

1) method to restore my account access

2) number to call that actually gets answered?

[vzw_customer_support · Accepted solution]

Hello, 0eod4gmtz. Thanks so much for this info. Help is still here. I have sent you a Private Message for further assistance. 

-Natasha

[vzw_customer_support]

We are sorry to read that you're having issues accessing your account. In this case, account access should not be restricted even if an account is disconnected, as you do not need to have Verizon service to access +Play.

~Freddy

[0eod4gmtz]

So 2 months later I'm now receiving emails telling me I will be billed for Netflix even though I've ported out my number and have no way of accessing +Play. I have tried the various methods to login INCLUDING the option to "sign in to disconnected mobile account" but there is no record of my account based on my previous phone number or email address.

I will most likely end up fighting this with Visa but would be great if someone could give me a phone number to call and get this cancelled for good. I have tried phoning the main support line again and not had anyone who understood the issue.

Your subscription automatically renews until canceled.   To avoid being charged, you must cancel at least one day before the promotional end date or renewal date. Learn more or cancel your subscription anytime at play.

[vzw_customer_support]

Hey there, 0eod4gmtz, thanks for reaching out regarding your subscription! To make sure we're on the same page, was this email sent from Verizon? Does the message include a date for when your subscription expires?

-Lauren

[0eod4gmtz]

The email is from Verizon.  As previously mentioned, repeatedly, I have no access to any verizon login using any past credential, including User ID, email or mobile number. 

[SynthpopAddict]

I suppose you could try contacting Netflix directly, but wouldn't be surprised if they tell you the subscription is linked to Verizon and therefore Verizon's problem.  This is something Verizon needs to address where former customers can get back into their connected perks at least in order to cancel the services.

[vzw_customer_support]

Thanks for following up. We sent you a Private message. Please review at your earliest convenience.

~Gilbert

[vzw_customer_support · Accepted solution]

Hello, 0eod4gmtz. Thanks so much for this info. Help is still here. I have sent you a Private Message for further assistance. 

-Natasha

[SynthpopAddict]

If you have a User ID with the +play site, can you login to that site directly and cancel the subscription?  When you port out, your phone number no longer works for logging into anything related to Verizon, but I've heard things about your User ID working, although some have said it doesn't.

[0eod4gmtz]

"...although some have said it doesn't."

It doesn't.

[0eod4gmtz]

I was eventually routed to a chat session with VzW support and they confirmed my play services have been cancelled. Thanks all for the help.

[0eod4gmtz · Accepted solution]

Well so much for the help from chat and my repeated calls. My credit card was billed for Netflix and I still have no way to login to manage Play. Advice to anyone finding this thread fighting the same problem:

1) Close out any Play memberships BEFORE porting your number out

2) if you miss step 1: Cancel your credit card or change the CC number prior to renewal

3) if you miss step 1 & 2 above, don't even bother contacting Verizon, NO ONE can help you with this, I invested (wasted) at least an hour or more into calling VzW and this forum, just fight it with your credit card company if you skipped steps 1 & 2 above

[0eod4gmtz]

And for anyone who still thinks I'm getting billed by Netflix and not Verizon, here's the receipt from Verizon below. I can't even cancel service with Netflix! They point me to the Verizon Play login.

[SynthpopAddict]

Sure hope Verizon implements changes per the recent FTC "click to cancel" ruling.  There's obviously a disconnect when one ports out, where the associated perks/subscriptions are now "orphaned" and nobody can get back into them to cancel them since all login access is revoked when you switch carriers.  Short of porting back to Verizon and getting billed for a month's service just to cancel your perks, there is no current method to access +play or anything else if you leave?

[vzw_customer_support]

Hello, 0eod4gmtz. Help is here. So sorry to hear you are no longer our customer but we can provide assistance for a perk you no longer need. I have sent you a Private Message for further assistance. 

-Natasha