Unable to sign in

[msennett9]

I am unable to sign in to My Verizon.  I never even get to the the sign in page.  As soon as I choose the sign in menu item, I am routed to an error screen that says: "Sorry we are not able to process your request at this time."

I am trying to sign in from my iMac, but have the same problem with my MacBook laptop.  I tried installing the My Verizon app on my iPhone, but although it allowed me to enter id and password, it just gave me an error message indicating it didn't work.

I chatted with someone on the Verizon site, but the rep was unable to solve the issues.  We tried all of the usual cache/cookie clearing tricks, but nothing seemed to work.  I tried with 2 different browsers (Safari, Chrome) with the same result.

What I don't understand is why it is erroring before I even get to the sign in screen.  This seems like it would be a major issue for Verizon's site.

Any assistance would be appreciated.

[vzw_customer_support]

We're sorry to hear that you're having problems with your My Verizon. We want to make sure that you're able to sign in without any issues and we'll do everything we can to help you out. Are you currently traveling out of the country? Have you ever been able to sign in? Would you please try clearing your browser's cookies?

~Jesse

[msennett9]

> Are you currently traveling out of the country?

No.  I am at home in Illinois.

> Have you ever been able to sign in?

Yes. I have signed in many times to pay bills, make changes to my services, and review data usage.

> Would you please try clearing your browser's cookies?

I tried this previously when chatting with support rep.  It didn't resolve anything.  Also opened up browser in incognito mode with same results.  I just tried it again with no change.

[vzw_customer_support]

Ok thank you for the details. Let's see if we can unlock the account. Please reply to the private note I will be sending in a few minutes.-Joe

[vzw_customer_support]

We have not received your reply. If you still need assistance, please reply to our Private Note, so we can get started.

~Maria

[msennett9]

I  have worked with other members of the support team to come up with a workaround that lets me use the My Verizon app to access my account.

If anyone else encounters this problem, a good first step before assuming there is a problem with your account is to try to access the sign in page on verizon.com using a cellular connection instead of your home wifi network.  If that works, then it may be some sort of caching issue, rather than an actual account-related issue.  I have had someone with a completely different account try to navigate to the My Verizon sign in page from my network and they got the same error I do.  So I am going to investigate if there is something going on at the ISP level.

[msennett9]

Additional info ... I turned on the JS console and saw these messages when I clicked on Sign In:

[Error] Failed to load resource: the server responded with a status of 417 () (signin, line 0)
[Error] Failed to load resource: the server responded with a status of 404 () (bootstrap.min.css.map, line 0)

[msennett9]

More details ... I was able to get to a sign in page by going to this URL - www.verizon.com/privacy/secure/your-data. When I entered my phone number and password, it said the account was locked and I would need to reset the password.  There was a continue button, which I clicked only to be routed back to the "unable to process your request" screen.

[Steve179 · Accepted solution]

I solved this exact issue by getting a new WAN IP address for the router. That's why your cell phone workaround worked -- when you use your cell phone data instead of the router, your cell phone has a different WAN IP address.

My suspicion is Verizon has some of Verizon's own IPs banned from accessing the login server.

There are two ways you can get a new WAN IP for your router. If you are the kind of person that can log into their router, you need to get to the settings of your broadband connection and release and renew the DHCP lease.

If you aren't the kind of person who logs into their router, then you can get a new WAN IP by cutting power to the router. You'll need to leave it powered off for at least 10 minutes, but possibly even more. It could take a few hours or longer. You can leave it unplugged over night if that's feasible.

Make sure you make note of your WAN IP before and after so you're certain it has changed. You can log into the router to see your current WAN IP, or you can just go to google and search for "what is my IP address" and it will tell you. (The IP address is that series of four 1-3 digit numbers separated by dots. e.g. 171.23.69.2)

Rebooting the router won't work.