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Account deleted unexpectedly?!
neb0814
Member

Last night I received a message that my cloud account was deleted. No rhyme or reason and no forewarning. I had 30 days to reactivate it, but when I went to do so, it was basically pay at least $6 a month and you can have it back. So in good faith, I did that and now all of my pictures(that weren't even on my current phone) are gone. Like they never existed. Please tell me why this happened, why it's now mandatory I pay for a service that was once free, and how do I get my pictures back?

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Re: Account deleted unexpectedly?!
vzw_customer_support
Customer Support

Thank you for reaching out to us today. Getting an alert that my cloud account was deleted would concern me too. We want to help in any way we can to find out what happened. I'll be sending you a Private Message and this way we can further assist. 

 

 

 

RogerZ_VZW

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Re: Account deleted unexpectedly?!
areacodethreedigits4

This happened to me last week as well. Apparently its an internal bug that was caused by a change they made to their payment tier model. Internally in their systems the  message posted was something along the lines of 'Upgrade to non-premium account' (provided to me when speaking with a customer care rep). Supposedly if this were actually a voluntary request I should have received a link like you did to restore access but I actually had no link and my message just told me to contact support. I've been going through support systems for the last two days and because I was the sole phone on the account and my account was archived they can't even restore it. I need to have a second phone on my account to allow such a restore, apparently. They want me to come into a store and buy a phone (and trust they won't charge me) all because they messed up and deleted my data without my consent. I've been a customer for years and had photos from all of those years. Assuming I CAN get my data back I'll be downloading it and moving it to a local external drive. 

As an added bonus, when I spoke to a supervisor she told me there was no known issues, even though there is this thread on the topic, as well as a second thread slightly lower that was mysteriously closed as old mere hours after it had been commented on. 

 

Its weird to me that I'm doing more triage and debugging than their actual tech team on this.

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Re: Account deleted unexpectedly?!
Tigerstep
Sr. Member

This was something that started years ago when Verizon got rid of their free 2GB/5GB options. I personally wouldn't trust a carrier's cloud and neither should anyone with important photos. iCloud has free 5GB, Google has a free 15GB and flash drives / external drives are inexpensive. 

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Re: Account deleted unexpectedly?!
Gmzerka
Member

this happened to me and my spouse last week. I opened the Cloud on the 16th, to find 15k pics/videos deleted/gone. Cloud Support has not fixed this issue and is acting like I never had the Cloud before. I have been paying for Cloud storage for years, so the fact that this happened is unacceptable. Never did I receive anything from Verizon regarding my cloud account. In total, 35k pic/videos of the last years gone and will not be restored. This is heartbreaking. 

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Re: Account deleted unexpectedly?!
vzw_customer_support
Customer Support

We would be happy to look into this with you. Have you spoken with a Verizon Customer Service Representative regarding this matter? Was your Cloud Storage removed from your account at any point?

 

VZW_RobertH

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Re: Account deleted unexpectedly?!
Gmzerka
Member

If you are referring to my message, no one has helped yet and my ticket was closed unresolved. We have no idea why our data was deleted ( mine and my spouse- 35k photos/videos). At no point, did WE, delete or cancel our plan. We have been paying for Cloud storage for years. Only thing that has changed is when a Rep gave us a free upgraded cloud for a month for an error on Verizons part back in February. Once that ended we were put back on our plan. 

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Re: Account deleted unexpectedly?!
vzw_customer_support
Customer Support

Gmzerka, we have sent you a private message right here on this forum.

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Re: Account deleted unexpectedly?!
vzw_customer_support
Customer Support

It seems like you have spoken to us already. Were you able to get this resolved?  -Amber

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Re: Account deleted unexpectedly?!
areacodethreedigits4

I am still trying to get my data back, I recommend you do the same. According to what I've seen on this issue if it was deleted within the last 30 days the archive still exists. I'm currently speaking with a rep who seems like they may actually be able to help (I've spoken to maybe 5 or 6 at this point). If you call the support number and spam 0 long enough eventually they put you on hold then transfer you to a human. I've just been calling everyday. Its just a matter of getting someone who knows what they're talking about I think...oftentimes one rep is confused by the actions/statements of other reps. It seems like its complete chaos behind the scenes. But, I know my archive exists and I will continue hounding them to either restore it to my account or export it and make it available for me to download until my 30 days are up. Its worth trying.

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