NFL Sunday Ticket Redemption 2024

[Ayres1117]

My husband upgraded his phone 3 weeks ago to a Galaxy, simply because he wanted to participate in the NFL Sunday Ticket promotion. The next day, we received the activation e-mail for the promo and clicked on the "Redeem" button - but it just kept taking us to our 'Account Overview' page, where there was NOT a tile for Youtube TV or Sunday Ticket under "Make the Most of your Plan" (these are the steps they provided in the activation e-mail). After navigating to Services & Perks, we were able to see NFL Sunday Ticket showing as "Account Enrolled" - but there is not a manage or edit button next to it, for us to "accept terms &  conditions" or link it our existing Google / YouTubeTV account (also the instructions they provided in the e-mail). I have tried clearing cookies / cache, using  the mobile app AND 3 different browsers.

I have called more than once (2+ hours), and spent over 6 hours on 'chat' only to be sent around in circles, with the same copy-and-paste responses and empty promises. They have 'escalated' my ticket more than once and repeatedly promised me that it would be fixed within 1 day, 3 days, 7 days, etc. We're now at THREE WEEKS with no resolution in sight, and coming up on the second weekend that we will miss out on Sunday games. Nothing has changed in my account and every day or so - I get another notification in my Verizon account that "more information is needed" for my open ticket - but when I log in to provide it, there's no indication of WHAT information they need. If I type anything in the empty chat box that it directs me to, it simply opens a new chat thread with a basic, level 1 agent that DOES NOT help me.

I have been with Verizon since 2011 and my husband agrees that if this is not fixed within the next week, we'll be cutting our losses and taking our business elsewhere. According to these community threads and other forums online, this problem is affecting hundreds of customers and Verizon just doesn't seem to care! They respond to these tickets with the general instructions (from the redemption e-mail) - then mark the ticket as 'Resolved' and for many of us, IT'S NOT RESOLVED! The bills keep going up and the customer service keeps going down, and this is the final straw for me.

[vzw_customer_support]

Thank you for reaching out to us with your concerns. Please tap on the link below to learn how to redeem your NFL Sunday Ticket from YouTube, On Us offer. 

https://www.verizon.com/support/nfl-sunday-ticket-youtubetv-faqs/

~Maria

[Ayres1117]

^^ Maria’s response is a perfect example of the “copy / paste” replies I’ve been receiving for 3 weeks now. I have ALREADY read all the FAQs, followed all the steps in the redemption email, etc. There is clearly a glitch in my account that Verizon does not care to fix!!

[vzw_customer_support]

We are truly sorry for any inconvenience. We take pride in providing top quality service.

You can always gather more info from our official page: https://www.verizon.com/plusplay/pdp/nflsundayticket/.

We sent you a Private Message. Please review at your earliest convenience.

~Gilbert

[vzw_customer_support]

Ayres1117, we're so sorry to read about the ongoing issues you've encountered with the NFL Sunday Ticket On Us offer. With the season having started, I completely understand your frustration, and want to make sure we provide an update to the escalation tickets that were submitted for you. I know you've received conflicting information, and I'm really so sorry that this has been the case. The escalation tickets for this promotion have a turnaround time of 7 business days. I'll be sending a Private Message to best assist. 

~Izzy

[Ayres1117]

It has been 7 days since my escalation ticket was submitted (last Sunday, the 8th). Still no update, no resolution… and several “private messages” that also lead to nothing.

[Cynzea]

I got a new phone AND a new line for the promotion.  I have over 95 private messages in my 7 "chats"  (over 3+ weeks) with support, the issue has been escalated 3 times - and yet here it is - the 3rd Sunday without my promised NFL Sunday Ticket.  I actually called a couple days ago, and although the service reps are nice - they can't help.  She told me there were HUNDREDS of people unable to redeem the promotion.  I'm not here so a service rep can Private message me AGAIN .  I was just wanted to see if there were solutions in this forum.  😠

[Ayres1117]

Your explanation is SPOT ON to what we’ve been dealing with. 3 weekends without Sunday Ticket, no fix from Verizon. I have several private messages - but they are just the same confirmation that my ticket is still active and pending a resolution. Last message (from last week) said it takes “7-10 business days” for escalated tickets to be handled. I think I’m around 14 or so business days now - but only since the escalated ticket was submitted. It’s actually been 4+ weeks of this nightmare. I even asked the last rep to just issue a partial credit on my account and they said it can’t be done until all options have been exhausted on the open ticket. But if NO ONE is doing anything on the open ticket - then I guess that’s their loophole to never fix or credit a single thing!! 😡

[vzw_customer_support]

Ayres1117, we're so sorry about the issues you've been having with that NFL Sunday Ticket. I can't imagine how frustrating it must be to not get a promo you were expecting, and we don't want to leave you without an update. I'm sending you a Private Message so we can better help.

~Jesse

[Ayres1117]

Tried to post the new private messages  I received this morning (basically saying they don’t have an update or even an ETA of when they will have an update) - and my post was taken down because we’re not allowed to post private messages from customer service reps. 😑

[Ayres1117]

I find it extremely insulting that Verizon charges this amount of money and they don’t have a proper IT team to get this glitch fixed after a month. And even though they could afford to make it right (I.e. by issuing credits or partial credits to those affected) - they won’t because that level of customer service clearly doesn’t exist anymore.

[Cynzea]

I physically went to a Verizon store, where of course they can't help because they are only sales people.  He said he would have support call me - a different more direct support - and to ask to speak to a manager.  And they called!  After about 45 minutes on the phone with a "supervisor" she said  she was escalating it to the top tier  (haha) and would call me back.  Within a half hour she did, and gave me a new ticket number and said the issue would be resolved within 2-3 months.  I laughed so hard my stomach hurt!  I guess we are not getting the promised Sunday Ticket - and after all 5 of the phones on our line are paid off, we will be changing carriers.

By the way - the "more information is needed" prompt is just so the ticket stays open.  If you don't answer it, they close the ticket marked as resolved!!  But as you saw, if you do answer it, you are back at the beginning with copy/paste answers.  The last rep I chatted with said she would shut off the notifications, and I would only receive another one when the issue was solved.  

We are considering contacting our local news station so that others can see how Verizon breaks their promises.