Verizon Cloud Help Needed

[GIOGIOITALIA1]

I've been customer for 20+ years but this behavior is infuriating. I am connected to Wi-fi, I have fiber  , I am computer engineer. I am only backing up text messages, and call log and yet is taking hours to backup and there is no indication of a progress whatsoever.

Essentially I cannot switch the phone nor back it up and I need it because of work since it stopped working.

Will Verizon in the year 2018, in the 3rd millennium dare to give a reasonable answer, show that understand the problem and fix it?

Or we need to change carrier?