So my wife and I just joined Verizon, bought her a 14 Pro and myself a 14 Pro Max. Signed up for the Apple One Unlimited plan, and it’s been a complete NIGHTMARE. There’s been no way for us to actually activate our Apple one family plan. None. Contacted Apple multiple times with and without Verizon representatives IN PERSON next to me at the Verizon store and NOTHING. Verizon really needs get this together. It’s been 4 days now of “there’s an order pending please come back in 15minutes” on my account. It simply will NOT let me sign up for features that IM PAYING FOR. I’ve spent over 20 hours on the phone and chat and in person (at least 6 in person) at Verizon’s company store trying to figure this out with them and to no avail. Verizon simply has no idea it seems on what they’re doing when it comes to their CORe team or technical support. If they can’t figure this out, don’t sell a plan/ product you promised would do one thing and literally is a dumpster fire.
This is not the experience we want for our customers, baladrin! In a few moments, you should receive a Private Note from us. Please reply there, so we can start looking further into this One Unlimited issue with you.
*Gabriel
I’ve already contacted as high up as I can go (CEO’s office/ Executive Relations) and it STILL is not resolved. Oh well I guess. Verizon clearly doesn’t care about its service members or their families.
We truly want to help. Please meet us in a Private Note.
*Anna
I’m curious if you got this taken care of. I’ve been trying since 1-15-23 to resolve this issue. I’ve been lied to by reps and many broken promises.
That is not the way we want you to feel, we can definitely help you by checking options Could you please further explain what is happening?
>Bella
No it hasn’t been resolved yet, I contacted customer support for the 30+ time yesterday and finally got a competent rep who has the basic understanding of coding, who took his time to go back and forth with me about what might be the issue and had the same thought process as me when it came to trying to switch to another plan then switch back to the One unlimited to see if that would force it through, it didn’t, but was a great though and suggestion. But he finally opened the right ticket to have this resolved and I offered to have the IT team connect to my phone via the Verizon app so I could walk them through it all and show them first hand.
Same tech should be calling me tomorrow 3/3/23 to see if I got an update or to tell me there’s an update or at least the IT team knows the issue and are working to resolve it.
Upon further research this issue goes back at least 8 months now and no one has any resolution.
I’ve had several reps tell me they were going to get back to me then don’t. I’ve been told twice, maybe three times, that it is a known issue yet no rep was able to tell me this until at least an hour on the phone or in chat. The many many others I been in contact with apparently are not aware of the known issue. Rep is suppose to re contact me on Monday. We’ll see.
I’m curious - you sound more knowledgeable about this stuff than I. Did you change from another plan to Apple one. I was with the more (?) plan. I changed because verizon one included AppleTV which last plan didn’t. I currently have a subscription to AppleTV thru Apple. I’m wondering if my subscription to Apple TV could have anything to do with this.
I’m very upset with all the incompetent tech people at Verizon.
Let me know how it goes today.
Yeah I did change from another plan, the 5G Start plan to be exact, but when I changed I tried to enroll in Apple One and I didn’t even get the option originally. I’ve been going back and forth with reps since Feb 17, 2023 about this issue. Your current subscription shouldn’t be an issue since you’re paying for it through apple and your Apple ID the issue comes on Verizon’s side, couldn’t say what exactly as no rep has been able to see and their IT team doesn’t talk to customers. But I talked to Apple a few times and got escalated as high as they could and was told it was an error on Verizon’s side. Hopefully I’ll get this call back in about an hour with some more info.
There’s an actual support ticket on my account saying there’s a scheduled callback so if they ignore that then it’s to the BBB we go. Only reason I switched was to have my apple subscriptions and phone bill paid at once and not have to worry about it.
Yesterday and today (Saturday) I tried again. I got farther than ever on the web site (not the my Verizon app). On the “welcome back” page, I click on apps and ad-ons. I scroll down and it says Apple one is included on my plan. Click on manage and it takes me to “Apple one individual” page. I scroll down and there’s an area that says “Continue setting up the individual subscription for Apple One with this line” and a box to click with my phone number. I click that box and then click “send link”. I receive a text message from Verizon saying “Verizon Msg: Start enjoying your Apple One Individual subscription, iOS 14.7 or later required. To activate, visit https://govzw.com/….”
I click that and it opens a page in the App Store that tells me I have Apple one with my Verizon account. I click a box that says “continue”. That sends me to a page telling me that a verification code will be sent to this (my phone) number. I click continue and promptly get a message saying “this phone number is not eligible for this promotion”
I wanted to write this down so I have it when I call them AGAIN and thought I would let you read it.
Did you get contacted yesterday?
Good morning, and thanks for reaching out again. We want to get this finally resolved for you. Please send aPrivatee Message when ready.*Justin
See I haven’t gotten that far but somehow I got enrolled but can’t manage my subscription and when I go into iCloud on settings then hit subscriptions and click Verizon Plan Benefits it tells me “Your cellular plan doesn’t include any new Apple subscriptions” but on the Verizon app and website it says I’m enrolled.
Yes I did get contacted yesterday but the rep owned up to his mistake as he scheduled the follow up too early but we spent an hour on the phone trying to see if there was a work around or if there was any updates on other similar tickets. Nothing yet but he also let me know there has been an agent assigned to my corrected ticket and that it could take 8-10 business days so there’s another follow up scheduled for next Thursday.
The latest rep I’ve been dealing with is the only one who seems to actually want to resolve the issue and does a great job at filling the void when he has to do something on his end he doesn’t just leave it quiet.
But I would like to get in contact with you to off of this forum to maybe send you a screen recorded video as to how to check your plan benefits through your phone settings to see if it went through for you.
I am tech savvy and could possibly help you iterate going on better to the reps.
Update, I was supposed to revive a callback on 3/09/23 but didn’t and haven’t heard anything since the last time they called. Issue still isn’t fixed and I just saw a post made the other day about Apple Music subscription giving someone almost the same exact issue but they were already enrolled and it randomly stopped working. The “fix” they’re trying is a fully destroying more somehow.
I was promised a call back with help a week ago and, surprise surprise, no call back. Unfortunately, I live in an area where my only option for cellular is Verizon. Otherwise, I would have dropped them. Not so much because of the problem logging on to the apps I’m paying for, but because of the lies and incompetence of tech support. And this isn’t the first instance in the last several months.
I ended up going back to the get more plan. This allowed me to get Apple Music and arcade. Music worked almost immediately but when I tried arcade, I got the dreaded “wait 15 minutes and try again” message. I attempted to enroll several days and finally succeeded.
We apologize the miscommunication regarding this situation remember if you have any question or concern reach us out through PM for further assistance.
>Fernanda
Hi, ThatKid! Thank you so much for the update, and keeping us informed about this situation. This is definitely not how we want you to enjoy your plan. Just to make sure, do you have the One Unlimited for iPhone plan with us?
>Drea
Yes I do hence me posting about my issue here. You can even check my account with you guys and see what I have. I’m not repeating myself again for the 3 millionth time. All the info you need is in my account notes and I will be contacting the BBB and sending an invoice for the over 30 hours of my time that have been wasted dealing with this. Hope your company is ready to pay at least $3,000 for wasting my time with “tech support” who can’t even diagnose anything.
We will get to the bottom of this. -Joel
This issue has not been fixed for future customers. I completely ruined my Apple Music by switching to Apple one through Verizon. Please help
KarlosB, it's important to us that you be able to enjoy the features on your account, Apple One included. We'll be sending a Private Note to better assist.
~Izzy
Hello KarlosB. We wanted to check back with you to see if you still needed assistance. If so, please let us know. We would love to continue to help.
~Ivone
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