Hey all,
I just recently switched to Verizon. I have 4 lines, all on the Get More Unlimited Plan. I'm encountering this issue that multiple people have reported on the Verizon reddit forum about but with no solution ever presented. I've tried verizon support but they all say everything looks good on their side.
Essentially I have 4 lines: 1) Ipad pro tablet line/ 2) iPhone 7 Plus/ 3) S8+ Unlocked/ 4) Iphone XS
Right now, when you log into the main account and access each lines plans, all 3 phone lines show the hd-quality feature as off, when you try to turn them on, you get a spinning wheel and then an error message.
>"**An error occured while processing your request.** Please try again later."
If you click on the "premium option" to inquire about adding 1080 access, it shows that all the lines except for the IPhone 7 Plus are "Not compatible". What.The.Heck? Is this a bug? I'm also the account owner. Thoughts? I've tried activating this on multiple browsers and through the verizon app. Ive submitted an IT ticket 7 days ago and have not gotten any response.
Glad to hear you joined the Verizon Wireless family, shotgunanybody. We apologize for this experience with adding this feature and we can certainly get a second opinion on this matter. Let's get some additional information. Where did you originally purchase these unlocked devices? Does this same issue happen when you use the My Verizon app?
GersonG_VZW
it was all Byod. I bought my Samsung years ago from the Samsung, the tablet from Apple, Apple x from Apple and the iPhone 7 plus was bought directly from verizon
Thanks for the details, shotgunanybody! We want to look into the IT ticket you mentioned previously. We have sent you a Private Note to best assist.
Thank you I responded
As a valued customer, your account and service concerns are our concerns too and we're here to help. Let's work together! We've noted your reference about an IT Ticket having been initiated. Can you tell us more about this? We'd like to help you here. - RobertC_VZW
For some weird reason, ever since I ported over to verizon from t-mobile I cannot activate the 720p switch in my plan settings on any of my lines. When I was with t-mobile, as they use a similar setup with their resolution streaming, I just logged into my account, went to each line and flipped a switch and voila I had 1080. With verizon though there is a problem on the back-end which is preventing the switch from being turned on. I've had some reps tell me its because my phone is unlocked and not originally a verizon phone which is false and has nothing to do with the problem. I've had others tell me that 720p is automatically activated on the Get More Plans which is what my lines have, that also is false. You have to turn the 720p feature on. Anytime I try to turn the switch on, from the my verizon app or from a browser I get an orange bar processing error and it wont let me. If I could easily attach screenshots here I would. The error states: "An error occured while processing your request. Please try again later." If I click on the "premium addon", specifically the $10 addon to get 1080 added to my lines the site states that my s8+, my iphone xs and my 12' ipad tablet is not compatible for 1080 (despite the fact that my tablet is automatically configured on the account as getting 720 and can support 4k resolution). Something is not right on the server back-end and its been about 3 weeks now and I can't get higher then 480p on any of my phone lines. I'm really close to jumping ship as this is completely absurd.
At this point to my knowledge the ticket is still open and I'm still waiting to hear back about any progress with getting this issue fixed. I really don't want to leave but I'm not paying a premium for 480p streaming
shotgunanybody, we definitely want to help make sure that you can get the best help possible with your account and service. So we can look closer into this, please send us a Private Note.
JoseL_VZW
Iโm having the same issue. An error when toggling the 720p streaming feature for my line.
customer support is clueless and have no idea what to do.
Join the club my friend. Believe me, reps and IT support will tell you the same thing. โEverything looks good on their side and so the issue is with you or your phone.โ Trust me though, the issue is clearly a back-end issue with Verizon and the only way itโs going to get fixed is if enough people complain about it. I submitted a ticket, sent in screenshots of the error and the last I heard, which was last week the issue is still under investigation. If you want to submit a ticket yourself, take some screenshots of the error, tell a rep that you want to submit a ticket, send them some screenshots and make sure you get the ticket number for future reference. You can also ask them to link your ticket with mine as they are both for the same issue and there are plenty of notes on my ticket to explain whatโs going on. In the meantime, keeping checking in on the submitted ticket and cross your fingers.
After sending my response to your message, I received a notification from the reddit post I had made in the verizon channel regarding this issue that a user experiencing this same issue finally had his ticket completed and the issue had been fixed. Out of curiosity I tried to turn on the 720p in my account and it worked despite not getting notified that my ticket had been completed. If you can't turn on your 720p right now then submit a ticket, use my ticket # as a reference and theyll fix the issue.
Verizon is really terrible
It should be 1080P anyway rather than 720P
That would be nice..Unfortunately I think the reason why its not 1080 is because verizon lacks enough spectrum to support 1080 right now. Its why they charge extra for 1080 to reduce the incentive for people to use it as their network lacks ability to handle 1080. One thing I've noticed coming from t-mobile is that their speeds are far superior to verizons. Hopefully with the new c-band spectrum that verizon purchased last year it'll help with streaming HD.
yes, it happens with the app, all browsers. etc. One poster on reddit who said he just started recently dealing with the problem said he's been with Verizon for 20 years and has had the ability to turn on the switch before. He said he started messing with upgrading and downgrading his plans and the switch went off and now won't come back,even after switching to the tier plan. The corporate store I spoke to tried downgrading my line at one point and then upgrading to try and fix the prob but it didn't work
thing is, I had verizon for a long time before I left for tmobile and I loved it. I've wasted countless hours trying to fix a stupid prob and no one either wants to or can fix it. I hate to leave verizon so soon after joining but if nothing gets fixed I'll prolly leave and this time I won't come back. *face palm*
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