You have probably read what others are saying on the forums already. I have experienced the same problems after receiving a replacement phone at the beginning of February. Initially, I had no access to the cloud...contacts or media. I called Verizon and was told the same story others have shared that it was a server issue that would be resolved on Feb 9. The short story is that it is still unresolved. I did gain access to my contacts in mid February. The pictures and media are not accessible. I occasionally (when I don' t get one of various error messages) can see that I have used space where my pictures should be. I am hopeful that is an indication that my pictures are not gone forever despite not being able to access them.
I have called Verizon several times. I spent nearly two hours on one phone call, I followed all their instructions even though they seemed unlikely to work. In my case, it has always been turned into a phone issue, but my lack of cloud access extends across devices. I have tried phone, tablets, and several computers with the same result. The frustration for those of us with this problem is the lack of any acknowledgement by Verizon that it is an ongoing issue. I have no updates despite my phone calls/email..... at this point I realize my frustration is at an unhealthy level. I am not sure if I will call again. The technicians in my experience are polite, but apparently uninformed about any ongoing cloud issues. I generally get the the standard instructions on how to clear the cache, reinstall the app....etc. They want to help, but I think it is unlikely the issue is with the phone. I was passed through a couple times to the next level, but my experience has been no different. I even tried emailing one of the "managers" who left me their email address on a voice mail, but I have yet to receive a response and that was at least two weeks ago.
I am guessing Verizon is either ignoring the issue, doesn't know how to fix it, or perhaps not enough people have complained to make it a priority. It is poor customer service at the very least especially for those of us who have been loyal customers.
Hopefully it works out better for you. Perhaps someone will share some good news.
