customer service

[banana392]

For about 3 weeks now I have not been able to use my phone without WiFi. If my WiFi goes out my phone is useless I cannot text, use safari, or any other app. Now because I’m a stay at home mom and pregnant I decided ok I’m usually always home and have WiFi now yesterday there was a power outage leaving me with no WiFi I tried to contact support to see when this issue would be resolved I could not use my phone I couldn’t even message my husband to have him check the issue for me I could not use safari or anything else on my phone leaving with no choice but to wait for WiFi to come back on and contact Verizon. After explaining this to them I was asked if I had bars my phone had 3 bars the entire time but no server connection. The customer service representative even checked the signal in my area and said there was great signal and that he had no idea why my phone would not work. I explained to him that I could no longer ignore the issue as I have little ones and in case of an emergency having this phone would be useless if I cannot use it without WiFi. After spending the entire day troubleshooting without success I asked to get a replacement phone sent out to me. I was then informed that they could not send out a replacement phone unless I turned my “find my iPhone” feature off I let them know it was greyed out and would not allow me to even click on it they said there was nothing they could do. I reset my phone to factory settings nothing worked I was then told to troubleshoot the issue by goin to Face ID and passwords and setting the stolen device feature off setting an hour timer before I could check to see if this would work I was told I’d get a call back only for them to never call me back. After deleting everything on my phone and still getting no where they said there was nothing they could do, I contacted apple support and they were no help either because they couldn’t even figure out the issue. Now after spending two days trying to figure this out I asked a Verizon representative if there was any way I could get credit to my account for having services that I cannot even use and after waiting for about 30 minutes she said she could put a $15 credit to my account. $15 dollars????? I have been with Verizon for 7 years on my own account and about 8 years prior to that on someone else’s account and this is the type of service they pay their loyal customers with?

[gs0b · Accepted solution]

Welcome to the forums.  You're talking mostly to other users here.

You've posted in the Fios user forum, and the issue appears to be related to cellular service.  If you'd like feedback from other Verizon Wireless users, I suggest posting in the wireless forums.

"Find my iPhone" is an Apple security feature that helps locate lost/stolen phones and prevents them from being accessed by anyone but the registered owner.  Once it's turned on, only the person who turned it on can disable it, that's why all companies require it to be turned off before accepting iPhones - with it on the phone is useless to all but the owner.

Having "find my iPhone" greyed out sounds like an issue with your Apple ID and account.  It's also possible something on the iPhone is mis-configured for cellular access .  You should be able to get iPhone specific help by contacting Apple.  If you have an Apple store nearby, make an appointment with their Genius Bar and visit them.  They can take walkins, but you may have to wait for an available Apple Genius.  You can also call them.  Use the "support" button on Apple's web site to learn more.