Urgent Assistance Needed – Service Disruption Due to Incorrect Port-In / eSIM Activation

[Naiy]

Dear Verizon Customer Support Team,

I am writing to formally request immediate assistance regarding a service issue caused by an error on Verizon's end during a recent interaction with support. My account currently has both primary and secondary lines inactive due to a miscommunication and mishandling of my request to activate an eSIM with a port-in for my second line.

During my initial conversation with your representative, I clarified that I needed a port-in and eSIM activation solely for my second line. However, the representative seemed to misunderstand and attempted to switch my primary number to an inactive device instead. I explicitly corrected this in real-time, specifying once more that the request was solely for the second line. Unfortunately, this correction was not implemented, and my primary line was disconnected. When I inquired about this error, the representative assured me it would be fixed within 15 minutes but unexpectedly ended the chat, leaving the issue unresolved.

Since then, multiple attempts to address this with other support representatives have been unsuccessful, and I now have no active service on either line. This is a significant inconvenience, and I am requesting a high-priority resolution to restore my service as originally intended, with my second line ported in and activated on eSIM, and my primary line restored.

Please inform me as soon as possible of any actions Verizon will take to correct this error. I would also appreciate if this complaint is forwarded to the relevant departments to ensure future interactions reflect the high standard of service Verizon customers expect.

Thank you for your prompt attention to this urgent matter.

[vzw_customer_support]

I'm sorry to hear you are having this activation problem. Let' look into this together. What error are you seeing?  Have you activated the devices fully? -Joe

[Naiy]

Im currently talking to Verizons Executive Relations.

[vzw_customer_support]

Thank you for the details. We're sending a Private Message so we can make sure your issue was resolved.

~Jesse