issues in migrating number from postpaid to prepaid

[Jerry90]

Since October 9th, I have tried to transfer my post paid VERIZON number to my PREPAID VERIZON account.  I have spent 35 HOURS working with technical support trying to get this done.  All have said they would look into it and call me back. However, I don't receive a phone call back.  

I have a temporary number I am currently using. My last conversation with Verizon was Sunday, October 19th and an automated service told me I couldn’t change my phone number. However, each time I call, I am told it is in the process of being migrating and call back in a few days. This has happened 3 times.

If anyone has any suggestions, I would greatly appreciate it.

At this point, I decided to make a support request, via the internet, as I am tired of spending hours on the phone getting transferred to different departments and explaining my problem repeatedly. I have received email messages stating that I have gotten a response - but not a phone call as is stated. However, when I go to check via the website and app, there are no messages there. If anyone knows how I can see these messages, I would appreciate that as well.

[SynthpopAddict]

The department responsible for doing postpaid to prepaid account conversions is Inside Sales: 800-256-4646.  If you spoke or worked with someone else to do the switchover, they messed something up based upon what you've been describing.  It used to be you could go to a Verizon store and the employees could do the transition, but now you may or may not be able to accomplish it at a store.

[edit] If you were doing this over the phone with the Verizon agents, make sure it's not the phone which you're trying to get your number put back onto...borrow someone else's phone, or use a landline because the reps will have to fiddle with your service and disconnect/reconnect things to get your cell phone working.

[Jerry90]

Thank you for your response! I did originally go to a Verizon store to do the switch, but the employee said they only deal with post paid accounts, and we would need to do it over the phone.

I did use a second phone to install my new SIM card, and spoke with inside sales several times. I'm going to go to the Verizon store again to see if they could help me get my phone back. Hopefully someone there can help. 

[Jerry90]

Ugh ---- I meant MIGRATION!!!!!!

[vzw_customer_support]

Jerry, I hate hearing that you have been going through this for this number of days. I can only imagine how frustrated you are at this point. Can I ask if you have checked your email and the spam folder in your email, for a response from Verizon? If they have communicated with you it will be by email and not in the app or on teh website. I would be more than happy to check into this and get an answer for you. Please let me know if you have anything in your email or spam, so I will know how to proceed from here. 🙂

*Marissa

[Jerry90]

Thank you for responding. I have checked my spam folder.  The only email from Verizon I have is one that tells me I have a message in my support request.  When I click on the link in the email, it takes me to my support request, but does not show me the message.

I still haven't found anyone who can help me with transferring my number over.

Thank you for offering to help me!

[SynthpopAddict · Accepted solution]

Just an FYI, when your account is converted from postpaid to prepaid or vice versa, you must re-register on My Verizon, because postpaid and prepaid are 2 different sections of the company and the features in the accounts are different.  Even the login URL for the 2 types of accounts are different.  So your old postpaid account will NOT transfer over in My Verizon.  If you still haven't gotten your service back, there is something going on with Verizon where some setting or database didn't get entered in correctly and someone needs to do a deep dive to figure out why your number is in limbo with the transition.  If nobody has created a ticket or escalated it to a Customer Champion, ask for this to be done.

Are you able to login to My Verizon at all?  My guess is the "messages" being referred to in earlier posts in this thread are in your old postpaid account somewhere...

[Jerry90]

Thank you for this advice! I will ask to have it escalated to a Customer Champion.

I did find out the hard way I had to create a separate account for my prepaid account. I had questions about my prepaid order (I ordered a phone as well) and couldn't find any info on the post paid side.  I can no longer sign in my post paid account - it directs me to the Prepaid site.

When I created my prepaid account, my phone number as my phone number. It was only when I had issues with installing my SIM card that the number was changed.

[SynthpopAddict]

You're welcome.  Another question for you: was the SIM card you put into your new phone the old one from the previous phone, which was on the postpaid account?  Transferring an old SIM card from one device to another is no longer supported by Verizon, and the fact that you switched from postpaid to prepaid also complicates things.  I'm not sure exactly how much information is stored on a SIM card these days, but it could have been the old SIM was designated as postpaid, so when you put the old card into the new (prepaid) phone it broke things. 😞

[vzw_customer_support]

Jerry, I want to make sure your concerns get addressed today. Please send a Private Note for further assiatance.

*Jada

[Kh_Safal]

Hi Jerry90,

Just in case you're still not seeing the message, private messages are sent via this community platform and can be accessed by clicking/tapping on the envelope icon at the top right of any Community Page. When a new message arrives, a number will appear on the envelope.

Regards,
Verizon Moderation Team