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*611 no longer dialing- re-routes to MyVerizon App first

Has anyone called Verizon tech or custer support in the last wek or so? I did today and it re-routed me to a MyVerizon app (did not dial the # at all), where I would then need to tap "dial customer service" and then input the last 4 of my SS # and THEN it dials....Very frustrating and obnoxious. Essentially, Verizon is telling us that they do not want us to keep their phone jockeys tied up with a question that we are "supposed" to answer on our own via the app....??!?!?!?

Thoughts?

I have a galaxy S3

Comments

unknown

That is a very reasonable process. Many questions can be answered by using My Verizon. That helps keep cost down. Would you rather they hire more CSR's and increase our prices?

Jax_Omen

They've been promoting their self-serve options for years, for exactly the reasons Horses gave: keeps costs down.

Jax_Omen

Oh, and if you really don't like it, you can disable it by turning off "*611 on screen" in the My Verizon App.

clevenger23

where do i disable this because I know how to use the app and i know what it is all about I use it all the time for min data bill ETC. but when i dail 611 or even the direct number 1-866-738-8609 and it open this stupid app then i have to tell it i want to call then my name then my password then when it calls in none of that info went to the system so guess what now i have to tell it all over again and start from scratch. if maybe it would pass along the info and pass that it forced me to type in the first place so i didn't have to type it again i wouldn't care so much. so yes how to dis-able this feature.

Jax_Omen

As I said, you go into the my verizon app and turn of "*611 on screen" under options/settings.

custquest

absolutely; as of roughly 6 months ago a number of changes were made by verizon. and by that i do mean verizon. not verizon wireless or verizon (ie fios). all of verizon. not matter which customer you are, you are forced into an app so they don't have to pay for a person to provide any service. additionally they have become absurdly heavy handed on billing and a number of other items.

my droid and then droid bionic each worked an avg of 8 months each over the last 4 plus years. when i finally tried to get another replacement, blaming motorola, verizon would not let me pre order prior to my upgrade date (10 days prior, when shipping and billing would have been 30 days later), would not let me use the much vaunted 12 month billing plan, or bill to my account. no. no again. no a third time. just pay me. i know, i clearly don't learn quickly.. but then, i did learn eventually. after their calling me at work to dun me after being 5 days late i finally got they aren't the company i used to do business with.

by the way, if you do smarten up like me, disconnect them on billing day... if you go to another carrier they charge that absurdly non prorated termination fee Plus the full month; yes folks, they steal your money on the way out.

CG101

A bit more detailed instructions on how to disable *611 on screen. I use Google Voice and Talkatone so that I can leave my finite minutes alone and utilize my grandfathered unlimited data instead. No need to deal with my fellow Verizon customers who act like Verizon Corporate's apologists justifying EVERY thing Verizon does as if it were the right thing to do...

1) Go to Verizon Mobile app

2) Click on the Profile tab on the upper right-hand

3) Scroll down to "*611 On-Screen Settings"

4) To the right of "Dialing *611 Opens My Verizon app" click on the switch to make sure "OFF" is in blue.

Wal-lah! Useless app is now turned off (and it is useless, because whenever I call 611/Verizon Customer Service, it is never about an issue I can fix myself...it usually about getting a credit on my account (which I get) or, in this case, returning an iPhone 5S phone. Wife doesn't want it, and I get my upgrade back.

Toodles.

Daniel_777888

Your phone is set by default, through a setting in its My Verizon Mobile application, to first open that app on your handset when you dial 611 or Customer Service numbers. To change this so your calls to these numbers won't do this:

1) Open My Verizon Mobile (and then you may need to log into it first before proceeding as follows:)

2) There are 5 panels at the top saying Home, Bill, Plan, Device, Profile. Click "Profile" pane.

3) Scroll to bottom. There's a setting entitled "611 On-Screen Settings". Click it. There's an on/off toggle switch. Toggle the switch to off. Confirmation may then be required. And you're good to go

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