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How do you get Verizon support to actually fix down service?

Hey all,

I have had a horrific experience with my service.

After traveling out of the country for a few days, I was unable to receive group text messages that involved an android user (so group SMS messages). I did all the online chat troubleshooting yesterday with no success and then ended up calling 1-800-483-7356.

I chatted with one tech support lady 2/13/24 from ~4:30-5:20 pm. She had me reset various settings and did some back end network resetting on her end. The messages still were not coming through so she had me delete the ESIM and helped me re-activate a new one. The messages appeared fixed on a few small tests but she wanted to assure it worked, so she was going to call me back in an hour.
Less than 5 minutes after I got off the phone with her, my phone went to SOS mode- no signal
I called back and talked with a second representative from ~5:30-6:30 pm. He had me re-delete the ESIM and put me on many holds because he was having trouble activating a ESIM on his end and said he was escalating the issue to various engineering departments. He left the call with my phone still at “set up cellular” and said they had completed all the activation steps in a different manner and it would fix at midnight. He did set a follow up call in case it did not work (11 am CST 2/14/24).
Midnight came and went, no resolution to the problem.
Approximately 3 am submitted a ticket on My Verizon website for immediate assistance, chatted via messenger. He had me deactivate find my iphone, said the device cannot activate with that active- the previous support had not told me that. He was unable to activate my device and needed to escalate the issue. Ticket # was given, he said it would be resolved in 12-24 hours.
A ESIM card was available around 5-6 am, it installed but would not activate
On 2/14/24 on Verizon chat, discussed situation with two techs over 5 hours of chat, the first said she would look into it but never followed up. Then the second came on and said there is an open ticket and it should be resolved in 24-48 hours.
11 am came and went, the phone representative never followed up with me as they told me last night

My phone is stuck in SOS mode still over 18 hours after Verizon support broke it trying to fix a minor issue. Every time I reach out, I get a different person who needs to start back at the beginning of the discussion... even when given the ticket #.

Please help give me guidance to get immediate assistance to restoring service to my phone (which Verizon support caused!).

Comments

Verizon_Support

Hi Lars2952, I'm sorry to hear you're having so much trouble with your service. To make sure we're aligned on direction, lets gather a few more details. Are you still outside the country? The ticket that was opened for a 24-48 hour turnaround is from today?

-Melissa

lars2952

Nope, I have been back in the country since 2/12/24 and the group messages were not working on 2/12-2/13 which cased me to reach out to support in the first place. That is where support lost me service completely and no-one has followed through as they had told me they would The problem with the timelines (12-24 hours, 24-48 hours, etc) is each person tells me something different and they are not consistent, also people walk into a Verizon store every day to activate a phone so I am unsure why re-activating a phone that worked perfectly fine last week is so difficult. Midnight (which he could not tell me what timezone, he clearly was from a different country, so the timeline was imprecise) came and past with no fix. The next person told me 12-24 hours and then it became 24-48 hours or up to five days. No-one person is keeping me in the loop to help me understand what is going on if it will ever be fixed... even though Verizon support caused the outage in the first place!

Verizon_Support

Your frustration and confusion is understandable with there being so many moving pieces to this. So we can get eyes on all that has been done on our end, we will be sending a Private Message to authenticate the account.

-Melissa

lars2952

For those that were wondering, this only linked me to another remote chat where I got another vague and unhelpful answer. "You have a valid concern. A follow up is to update information regarding the ticket we opened. The reason why we open a ticket is because of a situation out of the ordinary. For your peace of mind, we are working hard to get it resolved as fast as possible and we'll be sending a notification as soon as it is ready. Please stay in the loop of upcoming communication via email or text message. Thank you for your patience."

25+ hours since Verizon support lost my service and no resolution...

Wee12Adopt

I believe this may be an Apple IOS update issue. I’m having the same problem and have been back in the country since July and my phone was fine until yesterday. I’ve lodged tickets with Apple and Verizon.

lars2952

Thanks, it is nice to know that it is not just me!

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